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.

Customer relationships 180

Customer relationships CRM Customer Centricity Loyalty Programs 180

ShepHyken

JUNE 14, 2021

Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. MarTech Series) Harvard Business Review found that delighting your customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 94

Customer Service Retail Loyalty Study 94

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

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

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 125

B2C B2B Customer Service Training Customers 125

ShepHyken

OCTOBER 26, 2020

(Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. My Comment: This short article focuses on three “pillars” you want to consider when driving a customer-focused organization. It’s like a three-legged stool.

Customer Service 88

Customer Service Contact Center Customer Centricity B2B 88

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Here are my top five picks from last week.

Customer Service 64

Customer Service Employee Engagement Customer Service Training Loyalty Programs 64

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 108

Culture Customer Centricity Sports Customer Service Training 108

ShepHyken

AUGUST 17, 2020

What COVID-19 Did to Customer Loyalty by Caroline Jansen. My Comment: Our customers may have changed their buying habits in the past five months since the COVID-19 wreaked havoc on the business word. How does that impact their loyalty to us? 21 Powerful Ways To Build Brand Loyalty by ShoppingGives.

Customer Service 92

Customer Service Retail Competitive Advantage Loyalty 92

ShepHyken

MAY 9, 2022

I like how this article makes us consider what will make the most positive impact on our customers. Three Stats That Will Change the Way You Think About Customer Loyalty Stats by Wise Marketer Staff. My Comment: You may think your customers are loyal, but they may not be. Follow on Twitter: @Hyken.

Customer Service 67

Customer Service Tips e-support Loyalty 67

ShepHyken

MARCH 28, 2022

What Today’s Guests Really Want When It Comes To Hotel Loyalty Programs Might Surprise You by Ellis Connolly. Hospitality Net) Why do so many hotel loyalty programs fail? My Comment: Here’s an interesting take on loyalty programs. 78% of customers prefer immediate benefits over accumulating points.

Loyalty Programs 64

Loyalty Programs Customer Service Hotels Entertainment 64

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express).

Contact Center 266

Contact Center Call Center Call Center Solutions Roadmap 266

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

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

Vonage

MARCH 26, 2018

But a major challenge for many businesses – even the most customer focused – is keeping up with the latest trends that define what “good” service looks like, as customer expectations and preferences are constantly evolving. For more insights from the webinar, you can watch it on demand here.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

SurveySparrow

JULY 6, 2023

By analyzing various sources of data, like customer feedback, surveys, social media conversations, and website interactions, we can uncover crucial insights about what drives customer satisfaction, loyalty, and advocacy. These metrics provide quantifiable ways to gauge customer satisfaction, loyalty, and the overall experience.

Analytics 52

Analytics Customer Experience Social Media Net Promoter Score 52

ShepHyken

NOVEMBER 15, 2021

We just recently presented a program together on how to get the C-Suite to invest in customer service and CX. These metrics will definitely capture their attention. Ace Hardware Goes Thanksgrilling in Customer Service Strategy by Judy Mottl. What Customer Loyalty Looks Like Post Pandemic by Andy Stockwell.

Customer Service 72

Customer Service Metrics Social Media Retail 72

ShepHyken

MARCH 5, 2018

What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. by Jimmy Rodriguez.

Customer Service 81

Customer Service Loyalty Programs Contact Center Chatbots 81

ShepHyken

FEBRUARY 25, 2019

Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff. This article makes the point that trust is a defining piece of the customer experience. It drives repeat business and loyalty. A quick read with some important reminders. It drives word-of-mouth referrals.

Customer Service 88

Customer Service Guest Experience B2B B2C 88

ijgolding

SEPTEMBER 18, 2014

Have you ever looked up the definition of the word Empathy? If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I would suspect that you have not! It is not often that we take the time to read dictionaries!!

Airlines 211

Airlines Travel Social Media Course 211

ijgolding

APRIL 19, 2017

“Strategy needs to be a balance between what the business wants and what the customer wants. but also customer driven ones (loyalty, satisfaction, effort etc.…). It is not complicated, yet so often, the customer element of strategy is missing. The overwhelming majority are most comfortable answering question number 4.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

ShepHyken

AUGUST 13, 2018

Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Consider two types of loyalty; behavioral and attitudinal.

Customer Service 72

Customer Service Loyalty B2C Study 72

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express).

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ShepHyken

FEBRUARY 26, 2023

A company’s call center is often the primary point of contact between customers and the organization. Therefore, optimizing the call center experience should be a top priority for companies that want to improve customer satisfaction and loyalty. My Comment: I’m often asked how to deliver customer service in challenging times.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

My work is definitely focused on for-profit organizations and much of what I do helps largish companies make more money. “Creating fewer ruined days for customers.” They don’t care enough to invest in customer experience evaluation and improvement. appeared first on Customer Experience Consulting.

Company 231

Company Hotels Social Media Innovation 231

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 98

B2B Customer Experience Roadmap Culture 98

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

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

Loyalty Programs 76

Loyalty Programs Customer Service Loyalty Retail 76

ShepHyken

FEBRUARY 18, 2019

3 Customer Loyalty Trends for 2019 by SmarterCX Team. And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. My Comment: As long as we’re talking trends for the year, here are three trends that focus on loyalty programs. I’m looking forward to seeing how much better.

Customer Service 61

Customer Service Retail Ecommerce Trends 61

ShepHyken

APRIL 17, 2017

Bestselling author and business expert, Joseph Michelli, shares five important basics that you must consider if you want those sought-after customer referrals. How to Drive Customer Loyalty Among Millennials by Timi Garai. Emarsys) Loyalty needs to be fun. A repeat customer may not be a loyal customer.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

FEBRUARY 20, 2017

7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status!

Customer Service 85

Customer Service Contact Center Loyalty Customer Success 85

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

Feedbackly

OCTOBER 30, 2023

Why You Should Build a CX Program A CX program captures the entire customer lifecycle and focuses on optimizing interactions, processes, products, and services to ensure consistent and positive experiences at every stage of the customer journey. Essentially, everything is geared towards offering customers exceptional service.

Customer Journeys 52

Customer Journeys Customer Experience Effort Score Touchpoint 52

ShepHyken

JUNE 10, 2019

My Comment: This article takes a look at four iconic brands; Trader Joe’s, Aldi, Amazon and Chic-fil-A and offers up five ways they have created exceptional customer experiences. The categories are communication, technical competence, range of services, customer focus and accessibility. Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Survey Case Study Training 111

ShepHyken

MARCH 30, 2020

4 Strategies to Gain Customer Loyalty Through Cost Savings by Chalmers Brown. CustomerThink) It’s imperative now, more than ever, to decrease costs for your customers during this crisis. Don’t cut in places that become obvious to the customer in the form of a negative experience. Follow on Twitter: @Hyken.

Customer Service 80

Customer Service Loyalty Tips Customer Service Training 80