ShepHyken

SEPTEMBER 7, 2020

As it applies to customer experience, it’s about a “big picture” that helps to interpret data that helps you come with a plan to enhance your customer’s experience. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. by Steve Williamson.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

JULY 13, 2020

10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric. My Comment: You may say you are customer-centric but are you really? Follow on Twitter: @Hyken.

Article 56

Article 2020 Customer Service Omnichannel 56

ShepHyken

AUGUST 10, 2020

The New Qualities of Customer Service Excellence by Denyse Drummond-Dunn. CustomerThink) If you claim to be customer-centric are you sure you’re truly walking the talk and not just talking about customer service excellence? Take a few minutes and think about how these five ideas can work for your organization.

Article 93

Article 2020 Customer Service Customer Retention 93

ChurnZero

MARCH 3, 2020

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Below you’ll find the chronologically ordered top ten conferences Customer Success professionals should attend in 2020 to help grow their careers.

2020 72

2020 Customer Success Events Workshop 72

Totango

MAY 5, 2020

These businesses will be well-situated to speak to, lead, and ultimately retain customers through customer retention strategies in B2B like the following: Re-evaluate Current Digital Engagement Strategy Make Use of Key Engagement Metrics Personalize Communication Foster Lasting Relationships. The Future of B2B Customer Retention.

Customer Retention 62

Customer Retention B2B 2020 Multi-Channel 62

ShepHyken

DECEMBER 30, 2019

Customer experience trends to watch out for in 2020 by Mahir Prasad. ClickZ) OpenText’s Nali Giliana highlights five key trends that will influence customer experience in 2020. the response to customers’ questions are all managed by AI. Delivering a more customer-centric experience by SmartBrief.

Article 111

Article 2019 Customer Service Social Media 111

Oracle

JANUARY 13, 2020

NRF 2020 Vision: Retail’s Big Show kicked off on Sunday, January 12 in New York City with a record-breaking 40,000 attendees including 16,000 retailers, 800 exhibitors, 200 sessions, and more than 100 hours of content anticipated, according to NRF. Chris Baldwin, Chairman and CEO, BJ’s Wholesale Club at NRF 2020.

Retail 54

Retail 2020 Customer Experience Omnichannel 54

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Taking steps to improve CX is proven to deliver results.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

ShepHyken

OCTOBER 7, 2019

(Social Media Today) Customer experience is one of the most important factors that influences business growth – in fact, it’s expected to become the main brand differentiator by 2020. 7 Tips for Creating a Customer-Centric Organization by Elizabeth Brockey. We’re not quite there yet. Follow on Twitter: @Hyken.

Article 112

Article 2019 Customer Service Customer Centricity 112

ShepHyken

OCTOBER 21, 2019

My Comment: I’m always intrigued when I see the stats about how customer-focused companies outperform those that aren’t. This article has one of my favorite stats, which is how companies focused on CX not only substantially outperformed the market, but also outperform CX laggards by almost three times!

Article 79

Article 2019 Customer Service B2B 79

ChurnZero

SEPTEMBER 8, 2020

Long live Net Dollar Retention “ you’ll find out “Churn is only wounded” [link] #SaaStrAnnual CAC: Customer Acquisition Cost LTV: Customer Lifetime Value ARR: Annual Recurring Revenue pic.twitter.com/6INkuoPtCB. Toon Vanagt: wearing a mask & physical distancing (@Toon) September 2, 2020.

Net Promoter Score 90

Net Promoter Score Customer Success 2020 NPS 90

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Learn More. Learn More.

Sports 71

Sports 2009 2022 Financial 71

Michel Falcon Experience

OCTOBER 21, 2019

Take Amazon, for example, I’d bet that you didn’t know that their tagline and slogan for the company is to be “earth’s most customer-centric company.” This is a testament to their seamless customer experience that has us buying more and more every year. You Aren’t Hiring Customer-Centric People. Are they kind?

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

ShepHyken

APRIL 8, 2019

Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. CustomerThink) The Customers 2020 Report states that by the year 2020, customer experience will take its rightful place as a key brand differentiator. but it’s worth it. Follow on Twitter: @Hyken.

Article 101

Article 2019 Customer Service Hotels 101

ShepHyken

DECEMBER 9, 2019

10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. 4 Metrics Your Call Center Needs to Track in 2020 by Ben Ringshall. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

DECEMBER 16, 2019

Twenty Mobile Trends For 2020 by Thomas Husson. Forrester) I have just published a post sharing some of our marketing predictions for 2020. My Comment: “Mobile” is a big trend for 2020. Employee Engagement: 4 Keys to Delivering Exceptional Customer Experience by CIO. Mobile is embedded everywhere.

Article 109

Article 2019 Customer Service Social Media 109

Kustomer

AUGUST 26, 2022

As of last year, there were 850,000 active podcasts with over 48 million total episodes in all of 2021, a 20% increase from 2020. Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. The Chief Customer Officer Human Duct Tape Show. Experience This!

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Kustomer

NOVEMBER 1, 2021

Amazing Business Radio – Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer centric weekly podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success.

Customer Service 98

Customer Service 2004 Entertainment Download 98

ProProfs Chat

JUNE 5, 2020

Enable customer-facing employees to ‘think and act in the interests of the customer’ – empower them with the ability to truly help and support customers. Focus on making sure employees responsible for delivering customer service are ‘looked after and cared for. The year 2020 is going to be a rough year for everyone.

Customer Service 143

Customer Service Social Media Culture Customer Centricity 143

Beyond Philosophy

APRIL 23, 2015

With startling statistics, including an estimate that by 2020 80% of the adult population will own one, it is clear that people love their phones—using them more and more each day. Like all your Customer Experience channels, your Mobile Experience needs a Customer-centric focus. Your Mobile Experience matters.

2020 107

2020 Customer Centricity Definition Books 107

SmartKarrot

NOVEMBER 2, 2020

So, who are the top customer success consultants, and what sets them apart? Let us head on to the top 20 of them that have sparkled in the year 2020. The Successful Customer Virtual Customer Learning Success Methods Knowledge Bird The Customer Initiative Springboard Solutions Interaction Metrics. The Customer.Co

Consulting 10

Consulting Customer Success 2020 Customer Centricity 10

Peter Lavers

FEBRUARY 21, 2019

CustExp – Customer Experience. In session after session the importance of staying customer focused and customer centric rang through. My favourite quote was from RBS: “The project will fail if it’s all about the tech – needs to be all about the CUSTOMER” #Tech – Technology/IT.

2019 66

2019 Leadership Culture Customer Centricity 66

CX Advantage Walker

NOVEMBER 15, 2017

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. Continue reading.

2020 54

2020 Customer Expectations Customers Customer Focused 54

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy. Blindster was founded by Kyle Cox, a Houston-based entrepreneur with a passion for customer service.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52

Gainsight

JANUARY 18, 2021

Early in 2020, Lee Weiner became the Chief Innovations Officer at Rapid 7, a leading global technology and security services company based in Boston, Massachusetts. All their organizations are structured and aligned with customer-centricity in mind. . Perhaps, those can become markers along career paths for others. .

Innovation 52

Innovation Leadership Customer Centricity 2012 52

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. He’s currently serving as the CEO at TheCustomer.Co

2022 52

2022 Customer Success 2021 Consulting 52

ChurnZero

FEBRUARY 28, 2020

And again, take a customer-centric view and go through the sequence yourself. If we’ve got someone that’s new to a Customer Success team then have them go through it and see how they feel when they’re done. Tuesday, March 31, 2020, 2:00 – 3:00 PM EDT. Customer Success Around the Web.

Customer Success 64

Customer Success Webinar Customer Journey Customer Journey Mapping 64

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Never underestimate the customers expectation in CX. Once the customer had a positive CX, it will set a new benchmark. Let’s think in customer touchpoints instead.

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ChurnZero

JANUARY 15, 2021

Looking back at our Customer Success predictions for 2020 , I can’t help but wonder if our CEO, You Mon Tsang, was gazing into his own crystal ball. Before the pandemic hit, You Mon predicted that Customer Success would undergo its first pressure test. “Be Customer Success will grow businesses. And that they did.

2021 52

2021 Customer Success 2020 Chief Customer Officer 52

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Customer Experience Management helps you create delightful experiences that people want to tell others about.

Customer Experience Management 52

Customer Experience Management Definition Customer Experience Management 52

West Monroe

JUNE 20, 2022

True to what we forecasted around the midpoint of 2021, healthcare transaction activity last year surpassed even 2020’s record level with nearly $40 billion in deals, up 32% from the previous year. Customer centricity and the expanded healthcare value chain. Key trends.

Healthcare 52

Healthcare Multi-Channel 2021 Innovation 52

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization.

Net Promoter Score 52

Net Promoter Score Government Culture Metrics 52

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Gainsight

NOVEMBER 18, 2019

If you’re not gathering robust and representative data across all key customer contact roles and segments to guide actions that will improve the customer experience, you’re at risk for losing market share to your competitors. Use customer feedback to define company priorities. Ensure you have “real” buy-in.

B2B 8

B2B 2020 Return on Investment Financial 8

ShepHyken

DECEMBER 2, 2019

How To Build A Customer-Centric Culture Through Employee Appreciation (10 Tips) by Stacy Sherman. There’s a lot of research indicating customer satisfaction and loyalty rises when employees enjoy their jobs and workplace. The Top 10 Technology Trends In Retail: How Tech Will Transform Shopping In 2020 by Bernard Marr.

2019 20

2019 Article Customer Service Culture 20

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. Customer Experience Management helps you create delightful experiences that people want to tell others about.

Customer Experience Management 44

Customer Experience Management Definition Customer Experience Management 44