5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer Experience Leaders Have a Global Customer Focus. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Five (Relatively) Simple Ways to Develop A Global Customer Focus: 1.

The Difference Between Customer Focus and… NOT

ShepHyken

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. While it’s not that inconvenient to walk across the street from the parking lot to the building, not giving the closer parking spots to customers sends a message – not to the customers, who may or may not notice, but to the employees.

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10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

5 Ways to Instill Customer Focused Values Throughout your Organization

Experience Investigators by 360Connext

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Here are five ways to encourage your organization to become more focused on what matters – the customer. Happy Customer Experience Day!

Five Ways to Create the Customer-Focus Mindset

ShepHyken

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. While good customer service training teaches the how-to’s, great customer service training goes into the mindset – and, that’s more than having a great attitude with lots of smiles and a warm personality.

5 Rules for Driving Down Costs in a Customer-Focused Way

Beyond Philosophy

Look at the lifetime value of the customer. However, in my experience, which is extensive, I know it’s the sum of many efforts essential to cutting costs. I’ve never been involved in a Customer Experience improvement program that has not ended up saving costs.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.

The Customer Service Experience Doesn’t Begin with the Greeting

ShepHyken

You call the customer service hotline. A pleasant customer support agent picks up the phone and enthusiastically greets you, ready to help resolve your problem or answer your question. The friendly voice comes on after you, the customer, may have already spent 30 minutes holding.

Thanksgiving Week Special: A Recipe for Amazing Customer Service

ShepHyken

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. They know you are focused on them.

How to Lead CX Transformation in a Customer-Focused Tech Organization

Customer Bliss

You need a plan and you need to take baby steps,” said Sue Martin Homes , Global VP of Customer Service at Newegg , the leading tech-focused e-retailer in North America. In today’s lively chat with Sue, we talk about her customer service experience and leadership that paved the way for her success in transforming the CX culture at Newegg, a multi-billion dollar company that has been customer-focused since its inception.

Small Improvements in Customer Service Create Big Wins

ShepHyken

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships.

How Much Does It Cost to Give Great Customer Service?

ShepHyken

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

How to Avoid Roadblocks to Great Customer Service

ShepHyken

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops.

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. At Netomi, we deeply care about improving the customer experience.

Make Customer Service a Habit -

Kristina Evey

Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. Develop habits and processes into your daily conversations and routines with customers that show them you are focused on them, focused on serving them, focused on acting in their best interest, and focused on partnering with them.

A Doctor’s Prescription for Good Customer Service

ShepHyken

This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Not to mention that this guest wants to tell the world about the experience. When your system works, and you have competent people who make good customer-focused decisions, everybody is happy.

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? So, understanding that, why would a company choose to deliver an amazing customer service experience to just some of their customers and not to every customer?

Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. At Netomi, we deeply care about improving the customer experience.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

ijgolding

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. To a degree, all of them have merged into one as business leader after business leader has tried to convince its employees and customers that they are serious about the one consistent word in all three phrases – ‘the customer’! So what is Customer Experience?

Customer Service Week: A Time to Celebrate Customers AND Employees

ShepHyken

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers.

5 Habits of Highly Customer Focused Companies

CSM Magazine

In the quest to improve the customer experience and customer loyalty, it is helpful to consider the ‘cultural habits’ of successful service organizations, such as: Disney, Apple, Southwest Airlines, Wegmans, Nordstrom, and Amazon. Their cultural habits are not merely lip service; it’s how they do business. Habit #1: Delivering a great customer experience is a way of doing business – it’s not just a program.

5 Top Customer Service Articles for the Week of December 23, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Pet Peeves That’ll Make Your Customers Cringe in 2020 by SmarterCX Team. Here are 99 pages of customer service trends.

eBook 87

Customer Service or Lip Service?

CX Journey

In your company, is "customer focus" just a poster on the wall? How many times have you walked into an establishment and been bombarded by posters or signs about customer satisfaction, listening to customers, great customer service, etc.? Do you question what your experience will truly be like? Do you think about whether employees were trained on how to ensure customers are satisfied? It reads: What is a Customer? Not lip service.

The Customer Service Ritual that Takes Place at Every Meeting

Hyken

This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. As mentioned, for us it’s customer service.

5 Top Customer Service Articles of the Week 5-3-2021

Hyken

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl.

5 Top Customer Service Articles of the Week 5-10-2021

Hyken

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Here are eight different ways to streamline your customer support.

The Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed.

5 Top Customer Service Articles For the Week of March 2, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps.

Customer Service – Which Comes First – the Customer or Your Staff?

Kristina Evey

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. Customers today are leaving businesses that take them for granted. Customers are looking for those businesses that understand they are only one option and make it their goal to be the BEST option in terms of customer service and experience.

20 Top Customer Focused Takeaways from CRM Evolution

Tricia Morris

While there were more than 200 top takeaways from the recent 2015 CRM Evolution conference chaired by Paul Greenberg and the accompanying Customer Service Experience conference chaired by Esteban Kolsky, here is the long and short of top takeaways when it comes to customer service, customer engagement and customer experience from key speakers and analysts at the event: 1. Customer experience is how a customer feels about a company over time.

Customer Service & CX Leaders Make the Best Magic TOGETHER

Experience Investigators by 360Connext

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Customer service agents need to feel heard, too.

20 Ways To Create An Amazing Customer Service Experience In 2020 (Part Two)

ShepHyken

Last week, I shared ten ideas to drive a better customer experience in 2020. Without any further delay, here are ten more ways to create a better customer experience in 2020. Create your customer service mantra. Customers love relevant information.

Six differences between customer-focused companies and operations-focused companies

NewVoiceMedia

Many companies that claim to offer good customer service in reality are grounded in an operations’ mentality with rules and policies that allow for little flexibility, preventing them from rising above anything more than average or satisfactory. The companies that really understand customer service have a different focus. Their hiring and training is focused on customer service, and they truly deliver it.

To retain Customers focus on People Value instead of Products

One Millimeter Mindset

The people value which organizations and associations bring to customers’ tables influences whether customers will stick with you. Your people, and their understanding of the intrinsic value they provide to stakeholders and customers, are your “secret sauce.”. As a result, not only do employees short sell their value when working with internal and external customers. Retain customers by focusing on people value instead of just on products and services.

How to Build a Strong Customer Service Culture

Help Scout

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences.

5 Top Customer Service Articles of the Week 5-17-2021

Hyken

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? How to Nurture Your Online Customers And Turn Them Into ‘Brand Evangelists” by Peggy de Lange. (B&T)

4 Steps To A Customer Focused Company Culture

Help.com

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. Or consider Isadore Sharp’s Four Seasons Hotels and Resorts, regarded as one of the top five companies in any industry for service, after having innovated and thrived through many different eras and trends of customer service. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service.