Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She has published the training e-manual “Five Steps To The More Loyal Customers” and has had numerous articles published and products produced on customer retention, satisfaction, and loyalty.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ProProfs Chat

JUNE 30, 2020

Create a positive customer-centric culture amidst the support team. Create better customer loyalty programs. Improve your existing customer success strategies. Identify loop-holes that may hamper customer experience. Increase customer satisfaction score. Books on Building Customer Loyalty.

Customer Service 85

Customer Service Handbook Customer Satisfaction Loyalty 85

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

CSM Magazine

NOVEMBER 9, 2022

Intent – Can customers easily get information from you? Purchase – Does the customer have everything they need and want from your business? Loyalty & Advocacy – Will this customer recommend your brand? 49% said agents spend more time with each customer. About the Author.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

ShepHyken

FEBRUARY 7, 2022

9 Ways to Build Customer Loyalty by Ken Peterson. CMSWire) This got me thinking about all the companies I’ve worked with and used over the years and what they actually did to earn my loyalty. My Comment: I love lists, and this is a good one, taking us back to some of the basics that will help build customer loyalty.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

CSM Magazine

SEPTEMBER 14, 2020

As innovation continues to influence the approaches to customer service, ensuring that you and your customer service agents are future proof is key in keeping up with the customer service needs of today. Doing this will mean that you: Provide your customers with flexibility. Having the Right Approach to Customer Service.

Customer Service 52

Customer Service Loyalty Innovation Social Media 52

CSM Magazine

FEBRUARY 21, 2022

When customers are greeted by your drivers with a smile and a pleasant hello, it makes them feel welcomed and appreciated. This small gesture can go a long way in terms of customer satisfaction. Delivering shipments on time is essential for keeping customers happy. Hire drivers with a strong customer focus.

Tips 52

Tips Customer Service Company Transportation 52

ShepHyken

SEPTEMBER 6, 2021

The idea behind the article is to “delight” the customer, rather than to just serve them. A Customer Discovered Their $350 Lego Set was Missing Pieces. Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. The Company’s Response Was Brilliant by Jason Aten.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

CSM Magazine

JULY 12, 2020

A business strategy can be designed to build loyalty between a business and its customers for long term success. A commercial focus that incorporates customer loyalty as an objective can be expected to delivered greater levels of customer satisfaction and service. The bottom line.

Customer Service 52

Customer Service Marketing Social Media Ecommerce 52

CSM Magazine

FEBRUARY 19, 2016

The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy. In my experience, getting a customer to return depends on more than simple satisfaction. Satisfaction does not equal loyalty.

Connections 40

Connections Customer Satisfaction Loyalty Customers 40

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. 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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CSM Magazine

JUNE 21, 2018

These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3% improvement in customer satisfaction scores results in a revenue increase of.5%. Which of these CX flaws sidetrack your company?

Company 40

Company Customer Experience Net Promoter Score Effort Score 40

CSM Magazine

JUNE 23, 2016

These guidelines will provide the boundaries that allow your employees to make decisions for the benefit of the customer – and the organization – without having to seek a supervisor’s approval every time. Guidelines enable employees to exercise personal judgment which may mean all the difference between retaining and losing a customer.

Guidelines 58

Guidelines Customer Service Policies Government 58

Middlesex Consulting

DECEMBER 27, 2015

To overcome these challenges, best in class companies employ the following techniques: 1 Consulting customers: Shifting from equipment and service products to consulting customers on business needs. They exhibit awareness of the broader issues and make the customer feel cared for.

Culture 60

Culture Training Brands Strategy 60

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. Learn how to ensure customer satisfaction despite supply chain disruptions.

Customer Service 67

Customer Service Customer Centricity Policies Retail 67

SurveySparrow

MARCH 21, 2023

4 top B2B customer experience metrics to track You must concentrate on the indicators that reflect your company’s unique goals. Let’s look at some of the B2B customer experience that you must compulsorily track. #1. If your CSAT scores are high, it means that you are able to meet or surpass customer expectations. #2.

B2B 52

B2B Customer Journeys Customer Experience B2C 52

CSM Magazine

AUGUST 31, 2016

We all know the difference between good and bad service, but in order to compete, you have to move beyond this and focus on the overall experience you create for your customers. Successful companies must shift their focus from providing satisfactory customer service to creating a memorable customer experience that builds loyalty.

Customer Experience 80

Customer Experience Customer Service How To Customers 80

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Magazine, Entrepreneur Magazine and Businessweek.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40