Experience Investigators by 360Connext

AUGUST 20, 2024

Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Make sure your definition of Customer Experience (and related terms) is clearly communicated and agreed upon. Develop a “customer room” either in-person or virtually.

How To 282

How To Customer Journeys Training Customer Centricity 282

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 78

Self Service Customer Service Airlines Touchpoint 78

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

OCTOBER 7, 2020

Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. This phrase has no definition. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”.

Customer Service Training 165

Customer Service Training Training Customers Customer Service 165

ShepHyken

SEPTEMBER 22, 2021

Principle One: Everyone has to be in it to win it – As I mentioned above, customer service is a philosophy to be embraced by everyone. Everyone must be in alignment with leadership’s vision and definition of the organization’s culture. And, have your customers saying, “I’ll be back!” . It should be one sentence or less.

Culture 109

Culture Customer Centricity Sports Customer Service Training 109

ShepHyken

MARCH 10, 2021

It must be abundantly clear how you define customer service and experience in your organization. Everyone must know the role they play in delivering on that definition. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Culture 154

Culture Hotels Customer Service Training Training 154

InMoment XI

MAY 24, 2022

Companies with high rates of employee advocacy, and its accompanying strong set of business outcomes, are those which have embedded commitment and customer focus into the enterprise DNA, and where the culture, operations, and processes all flow through stakeholder value creation. . How Does EX Improvement Impact Customer Behavior?

Employee Experience 295

Employee Experience Customer Experience Employee Engagement Culture 295

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ShepHyken

NOVEMBER 9, 2022

I interviewed Price on Amazing Business Radio , where he shared some powerful insights and lessons from his days at Amazon and from his latest book, The Frictionless Organization: Deliver Great Customer Experiences with Less Effort. . That’s truly customer-focused! . Apparently, Price had the right answer.

Competitive Advantage 70

Competitive Advantage Customer Focused Customer Service Training Meeting 70

Lumoa

MARCH 21, 2023

“ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.” I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

ShepHyken

AUGUST 19, 2020

It’s definitely more than whether or not you are paid. Neil had a great definition of being a professional: “A professional just is, that’s all. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’ll answer that with a resounding, “No!” Follow on Twitter: @Hyken.

Entertainment 129

Entertainment Sports Customer Service Training Report 129

ShepHyken

OCTOBER 19, 2022

There are many definitions of the term brand. Based on all their awards and the comments from happy customers posted on social channels, they deliver. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. One of my favorites is this: A brand is a promised delivered. .

Automotive 124

Automotive Advertising Brands Customer Service Training 124

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Customer Satisfaction 344

SmartKarrot

SEPTEMBER 21, 2020

Given the choices that customers have in today’s SaaS industry, customer focus has become indispensable for a SaaS company. Gone are the days when you could anticipate customer needs and produce your offerings to succeed in the market. Customer focus service can be a competitive advantage if you have the right mindset.

Customer Focused 10

Customer Focused Culture Net Promoter Score ROI 10

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was: . Don’t let negative signals that are easily in your control taint the customer’s experience. .

Airlines 132

Airlines Comparison Advertising Customer Service Training 132

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. We will find out exactly why in a moment.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

ijgolding

FEBRUARY 5, 2018

This led to me spending a lot of time in my clients stores, observing customers and how they interacted with both the products and the employees. My fascination with the ‘customer interface’ was born! Was HP a customer focused organisation at that time?

Culture 264

Culture Measurement Customer Centricity Hotels 264

ShepHyken

APRIL 6, 2021

Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn. . Shep’s definition of amazement is simply being better than average all the time. Consistently amazing your customers is key in earning their trust and confidence in your business. .

Advertising 148

Advertising Consulting Brands Tips 148

ShepHyken

JULY 7, 2021

The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems. So, a short definition of customer service is all of the interactions that customers have with the people in the company.

Customer Experience 153

Customer Experience Customer Service Gamification Interaction 153

Alida

FEBRUARY 22, 2017

Defining customer relationships is a necessary step in delivering what customers truly want—and driving business results. The Oxford dictionary offers two notable definitions of relationships : 1. We believe that the second definition is the most useful in the context of the brand-customer relationship. Not really.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

ShepHyken

AUGUST 3, 2022

Not all may work for your particular situation, but one thing definitely will not work: eliminating the calls by disconnecting the phone number. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Airlines 132

Airlines Leadership Training Customer Service Training 132

ShepHyken

JUNE 1, 2022

Google narcissism and you find the definition from Oxford Languages is “ an excessive interest in or admiration of oneself and one’s physical appearance. ” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. The word narcissism is seldom used in a positive way.

Feedback 129

Feedback Customer Service Training Customer Experience Training 129

ShepHyken

JUNE 29, 2022

Our customer service research found that the top reason customers are most likely to come back is because employees are helpful and friendly. . If the doctor is also helpful and friendly, another way of saying the doctor has a good bedside manner, then by my friend’s definition, he or she is a great doctor. .

Customer Service Training 129

Customer Service Training Retail Training Examples 129

ShepHyken

JANUARY 12, 2022

First, let’s talk about the basic definition. This was about different ways customers could communicate with you. I sent it to them and within a few minutes, I received an email that confirmed there was definitely something wrong with my unit and they would send a new one. It all started with a concept known as multi-channel.

Omni-Channel 80

Omni-Channel Multi-Channel Video Social Media 80

ShepHyken

MARCH 16, 2022

So, with that, I bring you Shep’s Law of Customer Service , which is: . For almost every bad customer experience created, there is an opposite reaction by the customer. Notice that I put the word almost in the definition. A company wants a customer to buy its product or service. They don’t come back.? .

Customer Service 121

Customer Service Customer Service Training Customers Customer Experience 121

ShepHyken

FEBRUARY 15, 2017

If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric. So, if you haven’t already done so, make the decision for your organization to be customer-focused.

Customer Centricity 90

Customer Centricity Culture Customer Focused Customer Service Training 90

ShepHyken

DECEMBER 9, 2020

The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process. The lesson on how these are handled is definitely worth sharing. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 144

Customer Service Training Leadership Survey Customer Service 144

ijgolding

MAY 9, 2017

If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. So what exactly is the definition of ‘benchmarking’? Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

ShepHyken

AUGUST 29, 2022

Remember that even if you do something better or have a better product, you still need to deliver a good customer experience. If customers don’t get that experience, even with a great product, they could start looking to do business with someone else. Customer Loyalty: A Definitive Guide by Techfunnel Author.

Customer Service 65

Customer Service Customer Retention Loyalty Advertising 65

ShepHyken

DECEMBER 15, 2021

In case you missed it, the short definition is that skimpflation is the result of a labor shortage, some say due to The Great Resignation , and higher business costs that come from inflation and supply and demand issues. This translates to the customer experiencing a lower level of service, and in some cases, quality.

B2C 126

B2C B2B Customer Service Training Customers 126

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

ImprintCX Articles

MAY 31, 2024

It can be challenging to instill a hyper-customer-focused mindset in a team that has been historically focused on compliance and cost reduction. What are the challenges when designing and implementing a GSS CX strategy?

Customer Experience 52

Customer Experience e-support B2B Customer Centricity 52

ShepHyken

JULY 15, 2020

Paying attention can help you find opportunities to create higher levels of customer amazement. My definition of “customer amazement” is to be better than average all the time. Once in a while, an opportunity to truly WOW a customer “falls in your lap.” Typically, you just need to be a little better than average.

Hotels 154

Hotels Customer Service Training Customers Training 154

ijgolding

NOVEMBER 30, 2015

So here goes: Let’s start with Customer Service – the two words that have been embedded in the way organisations work for decades. Customer Services is NOT Customer Experience. The rise of businesses talking about Customer Experience may be kidding some into BELIEVING they are operating in a Customer Centric way.

Customer Centricity 120

Customer Centricity Customer Experience Customer Service Customers 120

ShepHyken

AUGUST 12, 2020

I’ll share examples and ideas around being nice as the book is written, but I was recently at a friend’s home and heard a great story that will probably go in the book and is definitely worth sharing today. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Strategies 134

Customer Service Strategies Customer Service Training Customer Service Strategy 134

Vonage

JUNE 23, 2017

: Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed. Related Posts Create your customer service mantra. Here’s a thought.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193