Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. Then do it all over again.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

CSM Magazine

MARCH 31, 2020

Delivering the best possible customer service starts with establishing a culture that puts employees and customers first. Building a strong company culture takes time, work, and long-term commitment from all levels of a company, beginning at the top. Hire for character, then focus on training.

Culture 52

Culture Training Customer Satisfaction Software 52

Customers That Stick

OCTOBER 23, 2014

I’d like to take a moment to tell Customers That Stick™ readers about the 25 th annual Compete Through Service Symposium ( online brochure ) put on by the Center for Services Leadership at Arizona State University’s W.P. Topics include: How to drive a culture of service innovation into a traditional product company.

Conference 128

Conference Leadership Customer Service Training Healthcare 128

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. What Does Customer Loyalty Mean For Your Business? by Syrow Editorial Team.

Customer Service 95

Customer Service Hospitality Ecommerce Loyalty 95

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

MARCH 25, 2019

How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. A positive experience can result in lasting loyalty, endorsement, and evangelism. My Comment: A company that is known for its amazing customer service has it baked into its culture.

Customer Service 109

Customer Service Competitive Advantage Trends Culture 109

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bill Quiseng.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bill Quiseng.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

JUNE 17, 2019

While you can’t always say “yes” to a customer, you don’t have to say “no” either. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through.

Customer Service 111

Customer Service Call Center Feedback Culture 111

ShepHyken

NOVEMBER 11, 2019

(ServiceDock) The following covers three of the most common and obviously non-customer-centric strategies that retailers use. Each of them maximizes short term profitability but at the potential expense of long term customer loyalty. My Comment: I like most articles that cover the corporate culture and customer experience.

Customer Service 90

Customer Service Customer Centricity Retail Leadership 90

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

APRIL 24, 2017

Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. My Comment: Want to learn from some of the masters of customer service? Why Customer Support and Loyalty Initiatives are Worth the Investment by Josh Brown.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Michel Falcon Experience

OCTOBER 21, 2019

This is a testament to their seamless customer experience that has us buying more and more every year. For years they created loyalty by selling one product and when the time was right, they started selling more products in different verticals. Today, they have Amazon Web Services (AWS), Amazon Basics and more.

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

Service Untitled

NOVEMBER 28, 2012

These practices have not only increased word of mouth and brand loyalty. Recently, I sat down with Ritz-Carlton Vice President Diana Oreck to see if she could share any more secrets to the company’s customer service super sauce. Ritz-Carlton also boasts among the best employee retention rates around. About Diana Oreck: .

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

ShepHyken

OCTOBER 31, 2016

(Help Scout) How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. I call them customer loyalty killers.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

ShepHyken

OCTOBER 30, 2017

Yes, you want your customers to be happy, but maybe just as important, if not more so, are your employees. Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. This one is focused on loyalty. by Joseph Michelli.

Social Media 24

Social Media Customer Service Retail Loyalty 24

Pretium Solutions

MAY 15, 2012

Lead and manage with the mindset that your call center is a customer loyalty and revenue-generating center. Assess the performance of your call center agents based on specific, customer experience outcomes they achieve during the customer interaction. 6. Exercise the Right Leadership Skills.

Call Center 45

Call Center Average Handle Time Training Leadership 45

Pretium Solutions

MAY 15, 2012

Recap: In Part I of this blog post, I covered the following three areas to focus on in order to advance your call center performance : 1. Create the Right Perception Lead and manage with the mindset that your call center is a customer loyalty and revenue-generating center. Perception matters.

Call Center 40

Call Center Average Handle Time Training Leadership 40

Pretium Solutions

MAY 15, 2012

Recap: In Part I of this blog post, I covered the following three areas to focus on in order to advance your call center performance : 1. Create the Right Perception Lead and manage with the mindset that your call center is a customer loyalty and revenue-generating center. Perception matters.

Call Center 40

Call Center Average Handle Time Training Leadership 40

Pretium Solutions

MAY 15, 2012

Recap: In Part I of this blog post, I covered the following three areas to focus on in order to advance your call center performance : 1. Create the Right Perception Lead and manage with the mindset that your call center is a customer loyalty and revenue-generating center. Perception matters.

Call Center 40

Call Center Average Handle Time Training Leadership 40

Pretium Solutions

MAY 15, 2012

Lead and manage with the mindset that your call center is a customer loyalty and revenue-generating center. Assess the performance of your call center agents based on specific, customer experience outcomes they achieve during the customer interaction. 6. Exercise the Right Leadership Skills.

Call Center 40

Call Center Average Handle Time Training Leadership 40

SmartKarrot

FEBRUARY 15, 2022

His interactions provide real-world experiences to give frontline workers so they can manage customers and develop meaningful relationships and brand loyalty with them. Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services.

Customer Service 10

Customer Service Social Media Customer Centricity Tips 10

Comm100

MAY 1, 2018

They prefer hierarchical organizational structures, and may possess a command-and-control leadership style that is reminiscent of military operations. As a result, many have achieved high-ranking leadership positions within companies and governments worldwide. As authority figures, Traditionalists are often very past-oriented.

Management 105

Management How To Groups Financial 105