ShepHyken

JUNE 4, 2018

Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. CustomerThink) Known in customer relationship management (CRM) circles as the “Godfather of CRM,” Greenberg suggests businesses are better off consistently meeting their customer’s expectations. Feldberg & Tami Kim.

Customer Service 76

Customer Service Airlines CRM Social Media 76

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Think Customers

DECEMBER 1, 2020

Dan recollected one of his career highlights at Discover bank where one simple action, $5 Starbucks gift cards to all customers, helped inspire unexpected goodwill for the brand. The gift card was intended as a thank you to customers, with no hidden sales pitches or demands, but with a small hashtag to go along with the present.

Social Media 52

Social Media Advertising Banking Trends 52

Think Customers

MAY 13, 2020

1: Employee experience is a necessity. Creating moments that delight customers are crucial during the crisis, but employees need to be delighted too. While brands generally understood the importance of digital adoption for the future, the pandemic made it an urgent priority for the present.

Customer Service 52

Customer Service ROI Roadmap Innovation 52