ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

Article 67

Article 2022 Customer Service Loyalty Programs 67

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

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2022 Customer Success Culture Customer Centricity 52

ShepHyken

APRIL 18, 2022

My Comment: Annette Franz is the author of Customer Understanding and the recent book, Built to Win , which is about creating a customer-centric culture that drives value. In this article, she approaches a concept from both books, which is about customer understanding being the cornerstone of customer-centricity.

Article 69

Article 2022 Customer Service Retail 69

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . At the same time, we also saw a 20% decline in the number of customer success departments that were established less than two years ago.

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Customer Success 2022 Culture 2021 111

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

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Article 2022 Customer Service Culture 23

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. In fact, technology deployment requires full-time management.

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Sports 2009 2022 Financial 71

ShepHyken

JULY 11, 2022

My Comment: Over the years, I’ve shared many articles about culture and “internal customers” (employees and co-workers). Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

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Article 2022 Customer Service Magazine 24

ShepHyken

JULY 15, 2022

In 2022, and moving forward, simple fulfillment isn’t enough. And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Not hardly. . Amazon does more than deliver packages — they “ WOW.”

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Workshop Social Media 2022 Article 130

ShepHyken

DECEMBER 6, 2021

My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department. It’s baked in the culture. So, if customer service isn’t a department, what do you call it? How about “customer care?” How to Improve Employee Retention by Zoe Leibling. Follow on Twitter: @Hyken.

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2021 Article Customer Service 2022 67

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. She has led several high-tech companies to build a customer-centric business culture.

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2022 Customer Success Chief Customer Officer Customer Centricity 21

Playvox

APRIL 4, 2023

Gartner found that disengaged agents actually make getting support harder for your customers by not resolving issues quickly, by forcing them to repeat information, and by failing to help them resolve their issues in fewer steps. That culture starts at the top. Attrition Turnover has long been an issue in contact centers.

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Contact Center Average Handle Time Feedback 2026 78

ShepHyken

JULY 25, 2022

Here are eleven ways to use email to go beyond typical marketing and sales and to engage and create a better customer experience. CX + EX: The Formula for a Customer-Obsessed Culture by Nathan Eddy. CMSWire) Brands seeking to build a customer-obsessed culture need to focus on more than just customers.

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Article 2022 Customer Service Magazine 13

ShepHyken

MAY 30, 2022

As the article states, it starts with culture… who you hire. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. Follow on Twitter: @Hyken.

Article 13

Article 2022 Customer Service Rewards Programs 13

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Lincoln Murphy is one of the most important influencers in customer experience.

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2022 Customer Service Social Media Customer Centricity 10

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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Airlines Virtual Agent Omnichannel 2010 73

ShepHyken

OCTOBER 10, 2022

Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. The post 5 Top Customer Service Articles of the Week 10-10-2022 appeared first on Shep Hyken.

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Article 2022 Customer Service Customer Centricity 12

West Monroe

JUNE 20, 2022

2022 Outlook: The Future of Healthcare & Life Sciences. These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. Featured Content. CURES Act—EVV). Operating model impacts.

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Healthcare Multi-Channel 2021 Innovation 52

West Monroe

JUNE 20, 2022

Featured Content 2022 Outlook: The Future of Healthcare & Life Sciences Read More By contrast, de novo expansions deliver greater operational oversight and have the advantage of less “integration debt” for net-new platforms. These historically paper-based industries are facing a significant shift in culture and processes.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

West Monroe

JUNE 20, 2022

2022 Outlook: The Future of Healthcare & Life Sciences. These historically paper-based industries are facing a significant shift in culture and processes. Significant culture and process shift for commonly paper-based, manually enabled organizations. Featured Content. CURES Act—EVV). Operating model impacts.

Healthcare 40

Healthcare Multi-Channel 2021 Innovation 40

Kustomer

JULY 28, 2022

The customer is the lifeblood of the brand, and the modern customer has high expectations for its interactions with your company. Transforming your customer service into a company-wide customer experience culture is essential to delivering a CX strategy that not only meets but exceeds expectations, creating life-long brand advocates.

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Customer Experience E Commerce E-support Social Media 105

ShepHyken

MAY 2, 2022

Customer experience expert, Dan Gingiss, has done an excellent job of summarizing some of Jesse’s philosophy about how customer service and experience can deliver amazing results! Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong.

Article 69

Article 2022 Customer Service Social Media 69

ShepHyken

JANUARY 30, 2023

Start your thinking about how this technology will impact customer support and CX by reading this article. The Importance of Maintaining Customer Service in Difficult Times by Nick Gold (theHRDIRECTOR) As 2022 drew to a close, most of us craved a period of calmness, both economically and emotionally.

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2023 Article Customer Service Banking 23

ShepHyken

JANUARY 24, 2022

3 Trends Driving Brand-Defining Customer Service in 2022 by Sarika Khanna. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs. Follow on Twitter: @Hyken.

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2022 Article Customer Service Magazine 67

ShepHyken

SEPTEMBER 19, 2022

My Comment: This is a great list if you’re looking to read some amazing books on customer experience. I am honored that my book, The Culture of the Customer, made the list. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Thank you, BookPal, for this honor!

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Article 2022 Loyalty Programs Customer Service 64

Russel Lolacher

OCTOBER 24, 2022

In this episode of Relationships at Work, Russel chats with 4x author, keynote speaker and consultant on service culture Jeff Toister on connecting the dots to create tangible employee engagement at work. Service Culture Book. Personalization’s relationship to culture fit. First customer I served, it was a service failure.

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Engagement Culture Measurement Employee Experience 52

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. What should we call it? Read to find out.)

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2023 Article Customer Service Government 64

ShepHyken

FEBRUARY 5, 2023

ACSI Federal Government Report 2022 by The American Customer Satisfaction Index (The American Customer Satisfaction Index) After four years of decline, citizen satisfaction with U.S. on the American Customer Satisfaction Index’s (ACSI®) 100-point scale. What should we call it? Read to find out.)

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2023 Article Customer Service Government 62