Help Scout

AUGUST 22, 2023

Customer focus results in loyal customers, strategic decision making, & company growth. Learn how to foster customer focus in your business. Read the full article

Customer Focused 75

Customer Focused Company Customers How To 75

Customer Bliss

MARCH 16, 2017

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This behavior is a hallmark of CEOs obsessed with building customer-driven growth.

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Customer Focused Social Media Leadership Customers 188

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused.

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Net Promoter Score How To Customer Centricity Metrics 547

Experience Investigators by 360Connext

JANUARY 18, 2022

Yet in some organizations, customer experience training is reserved for those who are in customer service roles only. And that training can feel tactical and task-driven, like explaining how to track customer records in a Customer Relationship Management (CRM) platform. How we gather feedback.

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How To Customer Journeys Culture Training 378

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.

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Leadership Customer Experience Customer Centricity How To 259

CX Journey

JULY 5, 2017

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" It's all about customer focus.

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Customer Focused Customer Centricity Policies Culture 138

Michel Falcon Experience

SEPTEMBER 17, 2014

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? Zappos is a case study on how to do this.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

Help Scout

AUGUST 22, 2023

This guide will show you how to build a business known for its commitment to its customers. Read the full article

Customer Focused 40

Customer Focused Company Customers How To 40

ShepHyken

JULY 14, 2021

Once you have the idea that you don’t want to say, “No” to a customer, you must empower your people to be able to do so. You teach them what they can say, “Yes” to, what they can’t do for the reasons previously mentioned, and how to think in terms of options and alternatives. Follow on Twitter: @Hyken. Copyright © MMXXI, Shep Hyken).

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How To Hotels Hospitality Transportation 168

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

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Customer Insights Strategy Customer Journeys How To 208

ShepHyken

AUGUST 9, 2017

Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. This is what customer service training is all about. That’s important, but a customer-focused mindset goes beyond that.

Customer Focused 79

Customer Focused Customer Service Training Training Customers 79

Customer Bliss

FEBRUARY 22, 2016

We’ve talked before on this blog about the need to be a customer-focused CEO. But since CEOs are often the major decision-maker within an organization, it’s important to understand the decision-making styles of customer-focused CEOs. This is important in any leader, but especially in a customer-focused CEO.

Customer Focused 100

Customer Focused Leadership Social Media Customers 100

ShepHyken

JANUARY 5, 2022

I’m sorry if I just revealed how the magic trick works, but it’s so good, and it’s something we can all do, that we need to be reminded how simple it can be to personalize the customer experience. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Customer Experience How To Touchpoint Communication 173

ShepHyken

JUNE 2, 2021

Instead, think about how to coexist. I’ve written an entire book on this topic, The Convenience Revolution , which teaches six principles on how to be convenient. It starts by eliminating any friction you create along your customer’s journey. Be a Part of Your Customers’ Lives: This is where Amazon excels.

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How To Retail Advertising Customer Service Training 132

Truthlab

MARCH 28, 2018

Companies that succeed in providing the highest value customer experience do so by transforming their company from […]. The post Shift to a Customer-Focused Gear: Top 4 Benefits and How to Get Started appeared first on truthlab. You have to walk the walk, not just talk the talk.

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Customer Focused How To Customers Customer Experience 59

ShepHyken

JUNE 24, 2020

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com. The post How to Measure Customer Retention appeared first on Shep Hyken.

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Customer Retention Measurement How To B2C 164

CSM Magazine

MARCH 31, 2020

In these uncertain times it is important to keep your customer at the heart of what you do. To deliver exceptional customer service and inspire loyalty you need to create an internal culture that emphasises this. As a CS leader, you need to keep your finger on the pulse both in terms of best practice and the innovations driving change.

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Customer Focused Exceptional Customer Service How To Culture 52

Beyond Philosophy

DECEMBER 4, 2014

Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus. Creating a Customer-Focused Process. How to Make or Break Your Customer Experience.

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Customer Focused Customer Journeys Customer Centricity Employee Engagement 153

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. How to fix it? How to fix it?

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Customer Experience How To Knowledge Base Metrics 220

ShepHyken

AUGUST 5, 2020

We ask participants to identify the problems and complaints they hear most from both internal and external customers. We add one extra question: “How often does this happen?” We list them all, vote on the top three, and then have a team discussion on how to eliminate or mitigate these problems and complaints.

Customer Service 156

Customer Service How To Exercises Customer Service Training 156

ShepHyken

MARCH 17, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post How to Care More About the Customer Than the Sale appeared first on Shep Hyken.

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Sales How To Customer Service Training Customers 171

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. You might also be interested in these posts: How to pick the right contact centre technology for your business. Learning from Santa’s customer service success.

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Customer Service How To Customer Service Training Customer Focused 104

Experience Investigators by 360Connext

DECEMBER 12, 2023

Are you ready to end the year with gusto, and enter the next with a customer-centered game plan? This special episode will guide you through five essential actions every customer-focused leader must take to finish the year strong. So, come wrap up the year with us and gear up for an even more customer-focused year ahead.

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Customer Focused Resources Feedback Customer Experience 290

Help.com

OCTOBER 13, 2014

Practices for how to treat vendors, each other, and other stakeholders. Standards for how to carry out most anything that may come up at your company: how to carry out such tasks in a way that reflects your decision [ Here ‘s an article with more detail on standards.]. Appropriate quality control methodology and metrics.

Culture 100

Culture Customer Focused Company Competitive Advantage 100

delighted

AUGUST 10, 2022

And yet, a lot of the time, companies will hyperfocus their resources on new customers only, and forget to nurture existing customer relationships. Ensure your customer-focused teams provide white-glove service to all customers, new and existing, to avoid a suffering customer retention rate.

Measurement 85

Measurement How To Customer Journeys Net Promoter Score 85

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

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Meeting How To Airlines Virtual Agent 177

ShepHyken

APRIL 20, 2022

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post How to Deal with Customer Complaints: The Perfect Thing to Say appeared first on Shep Hyken.

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How To Customer Service Training Customers Customer Service 127

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. In my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I cover a six-step process to getting your customers to say, “I’ll be back.”

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How To Customer Service Training Leadership Meeting 141

Experience Investigators by 360Connext

FEBRUARY 4, 2019

How can we take on the impossible list of touchpoints? By focusing on the customer. Many organizations who claim they are customer-focused are still operating from a product-focused environment. We need to move from the inside-out to become truly customer-focused and rein in these tricky touchpoints.

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Touchpoint How To Customer Experience Professionals Advertising 173

ShepHyken

FEBRUARY 26, 2020

I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Personalization is a hot topic, and “on-demand” is about giving the customer what they want when they want it. In Matt’s words, “The world is now on-demand and highly personalized.

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Customer Experience How To Transportation Travel 112

CSM Magazine

MARCH 20, 2024

Characteristics of Machine Customers Machine customers are distinguished by their ability to make decisions based on real-time data and adjust their actions over time, rather than simply following a set of preprogrammed instructions. Potential Market Growth The advent of machine customers has opened up a significant growth sector.

How To 52

How To Transportation System Automotive 52

ShepHyken

SEPTEMBER 7, 2022

Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post This Is How to Communicate with Customers appeared first on Shep Hyken.

Communication 71

Communication How To B2C Exercises 71

ShepHyken

MARCH 3, 2021

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. The post How to Handle Lost Luggage: A Lesson From the Airlines appeared first on Shep Hyken.

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Airlines How To Travel Customer Service Training 145

Blake Morgan

JULY 29, 2023

One example is Lyft, which has committed to spending $300 million over the next few years on its customer-focused digital transformation. Data Alongside a push for digital experiences, CX teams need data to better understand their customers and if their customer-focused initiatives are effective.

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Customer Experience How To Contact Center Chatbots 52

IntouchInsight

APRIL 11, 2018

Insider tips from Jim Tincher (CCXP) and customers on how to build a successful customer-focused strategy across your organization.

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How To Tips Customer Focused Strategy 120

ijgolding

JANUARY 17, 2017

In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. Do you know what you need to get better at doing for your customers?

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Customer Experience How To Customer Centricity Tips 168