Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. Rajarshi: Yeah, Vivek.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer.

Customer Service 82

Customer Service Hospitality Customer Centricity Competitive Advantage 82

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. I refer to this as a hospitality mentality.

Customer Service 65

Customer Service Hospitality Customer Centricity B2C 65

ShepHyken

NOVEMBER 19, 2018

(Knowledge@Wharton) The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value is designed to guide businesses to the next level, where success is measured beyond mere dollars. Harnessing the Power of Video for Customer Service: 5 Tips by Sean Gordon.

Customer Service 88

Customer Service Self Service Customer Centricity Video 88

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

ShepHyken

APRIL 8, 2019

To Provide the Best Customer Experience, Be Proactive by Frank Konkel. NextGov) “Be where your customers are” and other helpful tips from customer experience professionals. My Comment: Is it possible to learn a customer service lesson from government? The hospitality mentality applies to all.

Customer Service 102

Customer Service Hotels Hospitality Government 102

ShepHyken

AUGUST 11, 2017

It’s not that the established players didn’t already know about customers’ frustrations or desires – they just lacked the wherewithal to address them. Their indifference to – or, in some cases, outright disregard for – customers left openings for new, more customer-centric entrants to become the solutions – and the future.

Net Promoter Score 93

Net Promoter Score Customer Centricity How To Feedback 93

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. Many of these employees were tasked with challenging customer-facing positions. However, these employees also present unique challenges to delivering exceptional customer experiences.

Customer Service 109

Customer Service Tourism How To Retail 109

Totango

JULY 31, 2020

Customer retention is critical to success in today’s customer-centric economy. Onboarding sets the stage for customer retention by beginning a positive long-term relationship between you and your customer. Example: Healthcare Technology Company A is onboarding a new hospital.

e-support 127

e-support Hospitality Healthcare Touchpoint 127

Oracle

APRIL 22, 2020

Clothing manufacturers, designers, and sewing studios are coming together to produce hospital gowns. For tips on how to improve customer communications, check out 4 Ways to Improve CX Through Communication. And that customer-centric attitude will likely be remembered for a long time to come. Get creative.

Connections 91

Connections Government Hospitality Healthcare 91

Comm100

AUGUST 23, 2018

Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018. Customer Service Extends to Social Messaging.

Exceptional Customer Service 101

Exceptional Customer Service Customer Service Chatbots Hotels 101

Confirmit

SEPTEMBER 24, 2018

Have you started incorporating the increasingly popular customer emotion into your measurement? Amadeus – Delivering an Exceptional Customer Experience. Do you use different metrics for transactional and relationship measurement? Learn More. CASE STUDY. Learn More. VIDEO TESTIMONIAL. Philadelphia Insurance.

CEM 40

CEM Software Multi-Channel Effort Score 40

Confirmit

SEPTEMBER 24, 2018

Have you started incorporating the increasingly popular customer emotion into your measurement? Amadeus – Delivering an Exceptional Customer Experience. Do you use different metrics for transactional and relationship measurement? Learn More. CASE STUDY. Learn More. VIDEO TESTIMONIAL. Philadelphia Insurance.

CEM 40

CEM Software Multi-Channel Effort Score 40

SurveySensum

JUNE 15, 2023

A score of 35 can be a good score for the hospital industry but not a good score for the retail industry. Launch CSAT Surveys with SurveySensum – Request a Demo PS: Some tips to keep in mind while creating CSAT surveys (only for you). So, What is a Good CSAT Score?

How To 52

How To Effort Score Customer Satisfaction Survey 52

Chattermill

MAY 12, 2019

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph Michelli. The Ritz-Carlton Hotel has long been known for its five-star hospitality and deep understanding of customer experience management. looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

SurveySensum

MAY 20, 2020

The definition of customer experience has changed the way brands are responding to current situations and coming with a great initiative. Zappos an online shoe and clothing retailer is known for their customer-centric culture and delivering unparalleled customer experience. Industries response on COVID outbreak.

Omni-Channel 52

Omni-Channel Customer Experience Social Media Healthcare 52

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

FEBRUARY 18, 2021

Listen Now: Listen to “Secrets to Operationalizing a Transformational Customer Program | John Timmerman” on Spreaker. You can also listen and subscribe to our podcast here: Full Episode Transcript: How to Activate a Customer-Centric Organization | John Timmerman and Vikas Bhambri. TRANSCRIPT. Intro Voice: (00:04).

Customer Journeys 59

Customer Journeys Hotels Training Customer Experience 59

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

Customer Service 117

Customer Service Social Media Customer Experience Professionals Customer Care 117

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

Lumoa

APRIL 14, 2021

It’s about understanding your customers better and showing interest and empathy to find ways to make their lives easier. But then of course, if you are in an industry which is say for instance, in hospitality, you run a restaurant or hotel, basically the only thing you have is a great customer experience.

Customer Experience 236

Customer Experience Metrics Net Promoter Score Financial 236

Kayako

MAY 30, 2017

Thanks to the rise of TED talks, there are troves of great videos on YouTube where you can learn tips in just 15 minutes. Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. Be present.

Loyalty Programs 184

Loyalty Programs e-support Self Service Video 184

BirdEye

NOVEMBER 30, 2023

5 dos and don’ts of social media reputation management Birdeye – The social media reputation management software to consider for any business Best practices for social media reputation management Use of AI to build a positive reputation on social media What are a few successful tips for brand reputation management on social media?

Social Media 113

Social Media Management Guidelines Brands 113

Michel Falcon Experience

JANUARY 10, 2019

The five customer service training skills I’m going to share with you are ones that my management teams are currently training my employees with. They find transactional customer experiences rude. A company that cares about their customers as a human being, not just a customer or a number. Here’s a tip!

Training 151

Training Customer Service How To Employee Engagement 151

Kustomer

APRIL 15, 2021

To help teams adjust to a new normal and return to work, Matt offers some practical and actionable tips in the episode. So it wasn’t just hospitality and travel. This then leads to more people being unwilling to purchase goods or services from a brand because of high difficulty interactions. Data is voluminous. It is unbiased.

Omni-Channel 92

Omni-Channel Effort Score Contact Center Call Center 92

ijgolding

JULY 1, 2015

Last week my passion took me all the way to South Africa – the first time I have ever visited the beautiful country at the southern most tip of the continent. I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience.

Customer Experience 120

Customer Experience Travel Retail Infographics 120

Michel Falcon Experience

JANUARY 31, 2017

If so, I will share some tips you can use in your business. In my 10 years of seeing almost every angle and approach to recruitment in the hospitality industry, I was pleasantly surprised and impressed by the process. At Baro, we separate our training in two parts: customer-centric (i.e.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Culture 60

Michel Falcon Experience

SEPTEMBER 24, 2015

I see it every day: companies from around the world claim to be customer-centric, but their operations don’t show it. If they are truly customer-focused then why is their call centre understaffed? Why are customers waiting on-hold for 60 minutes to speak to an employee? How do you define customer experience?

Customer Experience 60

Customer Experience eBook Social Media Training 60

Gainsight

APRIL 29, 2019

I sat down with her at INDUSTRY EUROPE ‘19 to learn how all of us in product management can be more customer-centric. Q: In what ways can Product teams use support from other teams, like Customer Success (CS)? Q: How should Product and CS teams work together to find the right customers for beta offerings?

Roadmap 14

Roadmap Sales Conference Meeting 14

PeopleMetrics

JANUARY 28, 2021

To celebrate PeopleMetrics' 20th anniversary, our Founder & CEO Sean McDade PhD and other members of our team shared key business lessons from the last two decades building and working at PeopleMetrics, reflect on lessons learned from the pandemic, and share tips and inspiration for other business leaders and entrepreneurs as we kick off 2021.

Feedback 62

Feedback Customer Experience ROI Industry 62

Michel Falcon Experience

FEBRUARY 11, 2019

I spent most of my life, uh, in Vancouver, uh, and hospitality is the industry out of every industry that I could have dove into. I’m in hospitality and industry that could not be any more different than yours, but I, I believe in perhaps you could say a word or two after, during Q and. Now here’s a little tip.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60