ShepHyken

AUGUST 10, 2016

Brand Promise. Every once in a while I jokingly will say the motto of a company who gives me bad customer service is: We’re not happy until you’re not happy. Other industries, such as the airlines and cell phone service providers are doing their best to improve. That’s why they call it a brand promise!

Airlines 86

Airlines Government Customer Service Training Brands 86

C Space

MAY 22, 2020

The Brand Move Roundup – May 21, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The conversations in the fitness space are completely unusual,” said Marden.

2020 52

2020 Brands E Commerce Travel 52

ShepHyken

MAY 29, 2017

McKinsey & Company interviews Françoise Mercadal-Delasalles, head of corporate resources and innovation at France’s Société Générale about their internal service culture. When the customer experience starts at home by Sylvie Bardaune, Sébastien Lacroix, and Nicolas Maechler. My Comment: What United Airlines scandal!

2017 97

2017 Article Customer Service Airlines 97

LiveChat

AUGUST 3, 2018

It’s easy to envy great brands for their loyal customer base or their fabulous products. However beneath that sheen of success, we don’t get to see the thousands of hours spent in building businesses that are ready to weather any storm, withstand intense competition, and please the most exacting customer.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver. Save 1,000 words.

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

APRIL 6, 2020

The first is based on creating enough value through the experience the customer would never want to go anywhere else. The other is more of a marketing program that rewards customers for coming back. For example, an airline frequent flier program. In the end, you must have a good relationship with the customer.

Article 76

Article 2020 Customer Service E Commerce 76

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX.

Airlines 75

Airlines Virtual Agent Omnichannel 2010 75

ProProfs Chat

SEPTEMBER 20, 2019

It weakens the roots of even a great business and well-known brand. . Following a trip made from Chicago to Paris, Hasan Syed, one of the customers, was frustrated at British Airways’ inability to tackle the issue of lost luggage. Syed thus turned to Twitter and expressed his anger towards the airline. . The Technology Angle.

Customer Service 68

Customer Service Airlines Net Promoter Score Customer Retention 68

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. How the leader in the cockpit builds a brand by Alaina Love. There is a lot to learn from this short article about a commercial airline captain that recognized his job was to do more than just fly the plane.

Article 103

Article 2018 Customer Service 2019 103

Beyond Philosophy

JUNE 11, 2015

Alex Chrusczcz, Asda’s Head of Insights and Pricing, offers explanations of how the organization is endeavoring to build customer loyalty behavior ( [link] ): “Aspire to treat customers equally or you’ll create a fractured brand and shopping experience. And, none of this has helped the airline industry’s image and reputation.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

JULY 5, 2016

More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept. To understand customers, the enterprise needs to think in human, emotional terms. We can also identify it as customer experience accueil, which will be explained.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

SurveySensum

FEBRUARY 20, 2024

Offer Exceptional Customer Service According to a Forbes report on “What customers want and expect” 92% of customers say they would stop purchasing from a company after three or fewer poor customer service experiences. Customer service isn’t just a department – it’s the heartbeat of your business.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

SurveySensum

FEBRUARY 20, 2024

Offer Exceptional Customer Service According to a Forbes report on “What customers want and expect” 92% of customers say they would stop purchasing from a company after three or fewer poor customer service experiences. Customer service isn’t just a department – it’s the heartbeat of your business.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Social Media Customer Centricity 52

Lumoa

AUGUST 25, 2020

The customer experience quotes we’ve selected for this article will help motivate you and your team to become more customer-focused. GREAT CUSTOMER EXPERIENCE IS NOT JUST ABOUT MAKING SALES It’s about creating a genuine connection with real customers. Hear us out: people buy from brands they can trust.

Customer Experience 83

Customer Experience Advertising Customers Loyalty 83

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. It’s a brand and CEO differentiator when you’re doing it right. Let’s face it.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

ProProfs Chat

DECEMBER 23, 2019

And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. For these businesses, customer centricity is not just a buzzword. What they do is basically put a premium on the customer and their experience with the product, service, or brand.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

SurveySparrow

SEPTEMBER 20, 2022

“Make sure every single employee in your company knows precisely what value your customers are seeking and how he or she can impact it.”. When the goal is to keep your customers happy, ensure you pass the message to your employees. Train them in such a way that they know that all decisions will be customer-focused.

Customer Success 52

Customer Success Airlines Net Promoter Score Advertising 52

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Customer Centricity 75

Customer Centricity Innovation Airlines 2002 75

Service Untitled

APRIL 8, 2010

Service Untitled The blog about customer service and the customer service experience. Customer focus development Customer focus is more than just adding directions to your. Is customer service commensurate with price in real estate sales? Untitled gives tips for helping customer focus with the right attitude.

Customer Focused 41

Customer Focused Blog Customer Service Representative 2010 41

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

2016 78

2016 Article Customer Service Loyalty Programs 78

C Space

DECEMBER 5, 2019

Relationships are the most important things we have – and that’s just as true for a brand as a friend. A sociologist, ethnographer and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. The Golden Rules of Brand Friendship. Brand has become personal.

Net Promoter Score 52

Net Promoter Score Connections Innovation Brands 52

ClearAction

NOVEMBER 16, 2017

Recent snafus caused by faulty customer experience ecosystem management include United Airlines dragging a paying customer out of his seat and off the plane per a random drawing of passengers to make room for a flight crew to fly on that overbooked flight. What’s your company’s brand essence? Don’t stop there.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

West Monroe

JUNE 8, 2018

But I was simply blown away this year by the industry paradigm shift to “customer-centric thinking”. This cultural shift has far reaching implications across all major business processes, people, underlying systems, and basic business strategy. Most of the retailers focus on customer acquisition and retention strategies.

Loyalty 40

Loyalty Retail 2018 Airlines 40

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

Kustomer

JANUARY 21, 2021

Showing a shred of empathy goes a long way when it comes to CX and brands would be wise to self reflect and find ways in which they can show more empathy in customer correspondence, further allowing the human side to peek through. How to Unite as a Brand. Customer service is essential to lasting brand success.

B2B 95

B2B B2C Customer Centricity Sports 95

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. Utilities need to shift from being asset focused to customer focused organisations.”

Customer Experience 40

Customer Experience Airlines Innovation 2015 40

Experience Investigators by 360Connext

MAY 23, 2019

Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition. Many of those we consider competitors have realized to serve customers, they must cooperate. Customer Focus Means Focusing on Diversity.

Insights 40

Insights Net Promoter Score Social Media Events 40

Michel Falcon Experience

FEBRUARY 19, 2016

Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. By doing this work successfully (and even unsuccessfully sometimes, using the lessons as a learning experience), your personal brand becomes stronger. Step 2: Create Your Personal Brand.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Excellent customer experiences grow customer loyalty. Did my bank have an error?

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Qualtrics

DECEMBER 20, 2018

Qualtrics is on a mission to enable our customers to radically improve the experiences that matter to their customers, their brand, their products and critically, their employees. My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Management 34

Management Culture Airlines Touchpoint 34

Qualtrics

DECEMBER 20, 2018

Qualtrics is on a mission to enable our customers to radically improve the experiences that matter to their customers, their brand, their products and critically, their employees. My own why is to always put experiences first (whether they are for family, colleagues or in my customer and product interactions).

Management 20

Management Culture Airlines Touchpoint 20