Integrity Solutions

SEPTEMBER 28, 2023

In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. But great customer experiences don’t just happen.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

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.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Customer Journeys 79

Customer Journeys Customer Service e-support Self Service 79

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: Journey Mapping is no longer an option. CMSWire) What’s in your abandoned cart?

Customer Journeys 69

Customer Journeys Customer Service Loyalty Programs Loyalty 69

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Self Service 125

Self Service Customer Service Customer Journeys B2B 125

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

ShepHyken

OCTOBER 2, 2017

I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Most Important Rule of Journey Mapping by Annette Franz.

Customer Journeys 83

Customer Journeys Customer Service Chatbots Customer Centricity 83

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . 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. Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. Follow on Twitter: @Hyken.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Identifying gaps in the customer experience.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

ShepHyken

JULY 27, 2020

Journey mapping in the customer experience by Chris Beaudin. Retail Customer Experience) Just like a buyer persona identifies who you are targeting to purchase your product, the journey map outlines the experience that persona will encounter as they proceed to a purchase. Follow on Twitter: @Hyken.

Customer Journeys 56

Customer Journeys Customer Service Retail Exercises 56

ShepHyken

FEBRUARY 16, 2020

Here are some important reminders for us to consider, starting with creating your Customer Journey Map. Predictive AI and Customer Experience: What’s Next? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Benjamin Hunting.

Customer Service 127

Customer Service Customer Journeys B2B Retail 127

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Here’s How To Maintain Customer Service, Even When You’re Short-Staffed by Forbes Business Council. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

SEPTEMBER 5, 2022

The article includes a short tip on journey mapping, creating an experience vision, and more. The Wise Marketer) If a company believes it is using the right words with its customers, it needs to ask itself two big questions: 1) How do we know what they want to hear? Follow on Twitter: @Hyken.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

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. To do this effectively, one needs to journey map the heck out of their business!

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

DECEMBER 17, 2023

Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity.

Customer Service 59

Customer Service Customer Centricity Loyalty Programs Culture 59

ShepHyken

SEPTEMBER 13, 2021

Are you ready to meet the customer’s new expectations? The Art of Customer Experience – From Transaction to Conversation by Bridgette Darling. diginomica) Customer journeys today travel across multiple channels, devices and pathways leading to data becoming tangled and disparate. That’s what you’re being compared to.

Customer Service 149

Customer Service B2C B2B Customer Retention 149

ShepHyken

JUNE 13, 2022

Why AI Customer Journeys Need More Friction by Renée Richardson Gosline. The trick is learning to differentiate good friction from bad, and to understand when and where adding good friction to your customer journey can give customers the agency and autonomy to improve choice, rather than automating the humans out of decision-making.

Customer Service 67

Customer Service Sports Customer Journeys Government 67

ShepHyken

JANUARY 6, 2020

The best customer experience starts with a great employee experience. The author suggests three solutions to the employee experience that includes a well-designed CX strategy, a journey map focused on employees, not just customers, and considering the employee experience as you roll out new technology to make the customer’s experience better.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

ShepHyken

JANUARY 13, 2020

(Entrepreneur Middle East) To remain competitive and ensure sustainable growth, it is vital that every area of your business focuses on customer satisfaction as a priority. They will remind you of some customer experience basics, starting with a journey map. My Comment: Here’s another list of four good ideas.

Customer Service 93

Customer Service Retail Customer Journeys B2C 93

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

JULY 6, 2020

When was the last time you experienced your customer experience? CustomerThink) As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

ShepHyken

DECEMBER 23, 2019

20 Ingenious Ideas to Transform Customer Experience (CX) in 2020 by Indrajeet Deshpande. MarTech Advisor) The customer journey is no longer confined to the process of completing a transaction. It spans the journey from the moment when a prospect hears about your brand until they become your customer and it goes well beyond that.

Customer Service 100

Customer Service eBook Trends Tips 100

ShepHyken

FEBRUARY 17, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Strategy 144

Strategy Customer Service Training Groups Customer Service 144

Integrity Solutions

OCTOBER 27, 2021

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. What to Look for In Customer Service Training Programs. That’s because everyone plays a part in the customer journey.

Customer Service 67

Customer Service Self Service Banking Culture 67

ShepHyken

OCTOBER 17, 2016

My Comment: Great article about ramping up your customer experience. Step one: Do a journey map and look for those opportunities along the customer’s journey to eliminate friction or possible problems. I’m surprised at how many companies haven’t gone through the exercise of creating a formal journey map.)

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ShepHyken

SEPTEMBER 16, 2019

(MarTech Advisor) Customer experience management is how a brand builds and grows relationships with their customers and creates consistent, meaningful, and enjoyable interactions at different stages of the customer journey, across channels and touchpoints. My Comment: Nike is one of my favorite companies to learn from.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

ShepHyken

DECEMBER 26, 2016

The Magic of Customer Experience: Lessons from Disney on How to Improve the Customer Journey by Justyna Polaczyk. LiveChat) I’m going to show you lessons from Disney, the king of customer experience, on how to improve your customer journey so people also fall in love with your brand.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

SEPTEMBER 27, 2021

Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article. No Jitter) The forces for the next great disruption in customer experience (CX) are aligning now and as with all disruptions, there will be winners and losers.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ShepHyken

AUGUST 27, 2018

The idea of delivering customer service through messaging is increasing. If you’re not using an app to deliver customer service messages, maybe it’s time to start. Enhancing The Customer Journey — Even When You’re Not In The Driver’s Seat by Justin Grossman. Follow on Twitter: @Hyken.

Customer Service 59

Customer Service Advertising Customer Service Training Customer Journeys 59

ShepHyken

JANUARY 15, 2023

Customers today have higher expectations that the brands they do business with will provide an exceptional, personalized experience across all of the brand’s channels, that they lead with an omnichannel philosophy and that the customer service they provide will be available 24/7. Follow on Twitter: @Hyken

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

ShepHyken

JUNE 22, 2020

How companies can elevate the digital customer experience by Tereza Litsa. ClickZ) As the customer journey becomes more complex, it’s important for brands and retailers to deliver the best customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 56

Customer Service Retail Tips Customer Service Training 56

ShepHyken

AUGUST 28, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 124

Customer Service Training Course Customer Satisfaction Customer Service 124

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77