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 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. Is it easy for your customers or not?

When Customer Service Gets Lost in Translation

Who's Your Gladys?

The post When Customer Service Gets Lost in Translation appeared first on Who's Your Gladys? Customer Service customer service performance Dissatisfied customer Lori Jo Vest customer focus Customer Service Articles customer service training MINI Cooper

5 Ways to Instill Customer Focused Values Throughout your Organization

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. Happy Customer Experience Day!

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.”.

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. Customer Experience Leadership Means Being a Team Player. What department will you focus on first?

Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure

Who's Your Gladys?

The post Customer Service Composure Tips: 5 Ways to Stay Calm Under Pressure appeared first on Who's Your Gladys? Can you make yourself appear calm and composed, when you’re not? When you’re nervous, do your hands get sweaty or clammy?

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Leadership behaviors required to create a customer-focused culture

NewVoiceMedia

Leadership has to be focused on the strategies that will have a lasting impact on the customer-focused culture. Keep purpose on your agenda, bring it to each meeting and incorporate it into decisions that affect the team, the customer and your bottom line.

20 Top Customer Focused Takeaways from CRM Evolution

Tricia Morris

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. greater customer lifetime value.

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. Here’s another great story we can learn from.

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.

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.

4 Non-Negotiable Traits of Customer Focused CEO’s

Michel Falcon Experience

To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Do you work with a customer focused CEO? Does he invest to improve the company’s customer experience on a consistent basis?

Starting a Culture of Customer-Focused Innovation

Customers That Stick

Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

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. cultural mindset Customer Experience Management Customer service good customer service

Setting Up a Business with a Strong Customer Focus from the Outset

CSM Magazine

Whilst it may not appear to be the most important focus so early on, putting in place effective administrative processes and supporting systems is essential to healthy, stable growth and will reduce the potential for negatively impacting your customer service level.

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.? Not lip service.

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. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.

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CIOs Checklist: Are Your IT Teams Truly Customer Focused? | #CX #CustServ

Kate Nasser

CIOS, IT Directors, Managers - If your customers still say you lack customer focus, use these 12 insights to reshape your information technology culture and deliver the ultimate IT customer service. technology Ultimate Customer Service

12 Steps to a Customer-Focused Culture

CSM Magazine

More and more companies are recognizing just how important a deliberate and intentional customer-focused culture is, but few companies do it well. Make customer service a key priority. Be Customer-Focused: Put your customer needs ahead of your own.

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. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service. That service is based on a corporate culture.

When you Lose Your Customer Service Focus

Win the Customer

Most businesses fail to understand is that when you lose customer service focus it''s actually more costly to your business than great customer service. Customer Service Customer Experience Customer Focus

Customer Service & CX Leaders Make the Best Magic TOGETHER

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. Customer service agents need to feel heard, too.

Expert Roundup: What Does Great Customer Service Mean to You?

ProProfs Chat

Whenever organizations ask, “what does great customer service mean to you?”, What could be a great aspect for me can turn out to be an average aspect for others during their customer journey. So, one aspect that online customer service should offer you is consistency.

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. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.

Customer Service and CX Lessons from Three Iconic Brands

ShepHyken

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying process or when there is a problem.

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Raising Customer Service to an Art Form at the Townsend Hotel

Who's Your Gladys?

We love tapping into the experience of successful customer-focused business leaders. We asked Steven to share some of his secrets for taking customer service to the highest levels of distinction.

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Create Your Customer Service Mantra

ShepHyken

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com ’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

No Toilet Paper – Is Customer Service Getting Worse?

ShepHyken

Some people claim that customer service is getting worse. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.

The One Thing We Must Do to Create a Customer Focused Culture

ShepHyken

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” Not only is the focus on one idea, but really it’s just one word. A customer’s sales journey is different than a service or support journey.

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.

Customer Service Is a Habit (So Is Bad Customer Service)

ShepHyken

This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.

5 CX Essentials for Starting a Customer-Focused Business

Win the Customer

In order to succeed in any business, it’s critical to map out needs and wants of customers and prospects in order develop a business focused on meeting the customer experience expectations of its audience. Learn to Sell to the Right Customers.

Emphasizing Customer-Focused Metrics in Non-Voice Channels

COPC

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Many call center metrics focus on platform efficiencies like speed of answer, handle time, schedule adherence, etc.

Five Ways to Eliminate Customer Service Friction

ShepHyken

Our customers have learned what it’s like to have a friction-free, no-hassle, convenient experience. Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. Our discussion was all about eliminating friction, especially in the customer support world. Simply put, to stay competitive, we must make things easier for the customer. It could be on hold for customer support or in the waiting room of a doctor’s office.

Create your customer service mantra

NewVoiceMedia

Along those lines, I want you to come up with a customer service promise. For some companies, their tagline is their customer service promise. For example, Zappos.com’s tagline is Powered by Service. Three words that exhibit a commitment to the customer.

What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”