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. It’s the experience that drives engagement.

Customer Service 65

Customer Service Employee Engagement Customer Service Training Loyalty Programs 65

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% Those question are: 1) Really?

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Real-Time Customer Assistance through Chatbots Chatbots powered by AI can offer real-time assistance to customers, providing immediate responses to queries and resolving issues promptly.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Employee Engagement 62

Service Untitled

JANUARY 10, 2011

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.” According to Scarlett Surveys, 31% of employees are disengaged and 4% of those 31% are hostile. Create a strong team environment.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

NICE inContact

MARCH 26, 2019

Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Policies System 152

ShepHyken

MAY 27, 2019

Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. Forbes) With a $800-million-dollar investment in technology, fulfillment and logistics, Amazon one-day shipping is now standard for Prime members, the race for customer loyalty in retail is getting even more expensive.

Customer Journeys 105

Customer Journeys Customer Service Employee Engagement Exercises 105

ShepHyken

NOVEMBER 26, 2018

Busting 3 Massive Myths About Employee Engagement by Christine Comaford. Forbes) There’s a lot of buzz about employee engagement these days. But the sad truth is that engagement stats worldwide are still dreadfully low. Customer Retention Made Easy by Samir Palnitkar. Follow on Twitter: @Hyken.

Customer Service 82

Customer Service Airlines Employee Engagement Rewards Programs 82

Maz Iqbal

OCTOBER 28, 2017

… Continue reading "On Self, The Customer & Leadership Blog, and Cultivating Loyalty With Employees, Partners, and Customers". Today’s conversation is around that which has been unconcealed for me: about myself and the purpose/contribution of this blog.

Leadership 59

Leadership Loyalty Customers Customer Focused 59

Verint

MAY 1, 2017

Verint’s Martyn Riddle, marketing director, Asia Pacific region, will present as part of a panel called “Customer-Obsessed Game Changers” at this Forrester event at 2:50 p.m. CX Sydney 2017. May 9; Sydney, Australia.

Customer Focused 27

Customer Focused Loyalty Culture Groups 27

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Personalized customer service is about treating people as individuals.

Customer Experience 100

Customer Experience Self Service Advertising Customer Expectations 100

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. That engagement is emotional engagement, not just satisfaction or loyalty.”.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They don’t care enough to invest in customer experience evaluation and improvement. Their company mission is not customer-focused, and they don’t care if your day is ruined. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

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. Adrian Swinscoe .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. Augie Ray Follow @augieray. Chip Bell Follow @ChipRBell. Jackie Huba Follow @jackiehuba.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Horizon CX

MAY 19, 2023

Customer Insights and Analysis: Customer Experience Managers are responsible for gathering and analyzing customer data and insights to understand pain points, identify areas of improvement, and inform decision-making during the transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Jane Treadwell-Hoye, CCXP and Managing Director at epifani “The future of CX is at a cross road.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

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 65

Loyalty Programs Customer Service Hotels Entertainment 65

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience How To CEM 120

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

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. Let’s continue.

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

Zeisler Consulting

JANUARY 25, 2021

Here goes: Good employee engagement is an absolute requirement in order to drive good CX. and driving loyalty (hey, this company cares about my development!). You take pains to hire great, empathetic, Customer-focused people…now hold them to that commitment.

Airlines 93

Airlines Culture Employee Experience Customers 93

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Integrity Solutions

JULY 13, 2020

Ambitious employees want to work for companies that have a strong vision and committed leadership. Companies that invest in building a customer-centric sales and coaching culture have much higher rates of employee engagement, loyalty and productivity. They’re also more likely to attract and retain the best talent.

Sales 104

Sales How To Competitive Advantage Training 104

Beyond Philosophy

JULY 17, 2017

This only helps a company in the short run because it completely ignores the fact that customer experience hinges on the emotions created by a human interaction. When emotions are positive, you build loyalty and long-term value. Register now for our FREE webinar on Employee Ambassadorship: Realizing and optimizing stakeholder value.

Technology 132

Technology Touchpoint Case Study Consulting 132

Beyond Philosophy

MAY 31, 2016

While these last two important questions may never resolve, the role of employees in leveraging customer loyalty behavior is far simpler to understand. It’s impossible to have customer loyalty and advocacy without employees understanding their role as customer experience performance stakeholders.

Company 60

Company Chief Customer Officer Employee Engagement Leadership 60

Michelli Experience

JANUARY 26, 2016

In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers? How will you define employee engagement and customer experience success? How do you define corporate culture? And most importantly…. What do you want your legacy to be?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

Customer Bliss

AUGUST 23, 2016

Salmon and the “Destination Postcard” I often refer to customer experience work as being a salmon, i.e. swimming upstream. Darryl agreed with this, noting that it’s essentially flipping conventional business wisdom over to redirect with a customer focus. Discovery work at the beginning of a CCO engagement is key.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

DECEMBER 20, 2016

Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Think Customers

DECEMBER 13, 2021

In 2020, brands discovered how empathy can drive profitability and win lifetime loyalty, even during trying times. Are we keeping our CX vows to customers and employees? Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

One Millimeter Mindset

DECEMBER 5, 2018

Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63