Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Click To Tweet.

2017 141

2017 Blog Customer Experience Chief Customer Officer 141

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? I’d say, you need to level up your game.

Blog 118

Blog Seminar Hotels Customer Satisfaction 118

CX Accelerator

APRIL 1, 2022

I can remember it well. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. I don’t want your money. The Fear of Oversharing.

Contact Center 266

Contact Center Communication Connections Customers 266

Daniel Group

APRIL 18, 2024

Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. That is a fact of life, no matter how well-run the company.

Communication 98

Communication NPS Net Promoter Score 2008 98

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. It’s called Discount Tackle, and the manager knows me. When I go in, we chat to catch up, and then he recommends a lure for me to try that day.

Advertising 78

Advertising Technology Brands Interaction 78

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. I share my story because it serves as a reminder that brands should not compete on price alone.

Blog 109

Blog Hotels B2C Loyalty 109

ShepHyken

OCTOBER 26, 2018

What company or organization comes to mind? My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. What about the service experience was extraordinary?

Hotels 112

Hotels Blog Hospitality Guest Experience 112

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.

Blog 120

Blog Hotels Social Media Travel 120

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Blog 148

Blog Customer Service Poor Customer Service Consumers 148

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

ROI 78

ROI Return on Investment Measurement Customers 78

Beyond Philosophy

DECEMBER 7, 2023

” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add.

2024 89

2024 Customer Experience Workshop Call Center 89

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. Your customer’s dilemma is your opportunity to be a CX superhero.

Blog 115

Blog Customer Experience Loyalty Presentation 115

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Please stay on the line and a representative will be with you shortly.”

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

Retently

MARCH 29, 2023

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. To show you the bigger picture, this is more than 70 percent of annual sales for the leader in this market segment – Mercedes Benz C-Class.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Upstream Works

JUNE 9, 2022

I’ve been reading This I Know: Marketing Lessons from UNDER THE INFLUENCE by Terry O’Reilly, and something he said really stuck with me. When talking about a company’s mission – its reason for being – he said that you need to go back in time to when you first started the company.

Contact Center 157

Contact Center Call Center 2006 Virtual Agent 157

ChurnZero

DECEMBER 29, 2020

Like a box of chocolates, you never know what you’re gonna get during life in the pandemic. Isolating at home felt like being stuck in your own glass case of emotion. Now, I’ll spare you my attempt at summarizing this last year because it looked different for all of us. Top 10 Blog Posts from 2020.

2020 98

2020 Blog 2021 Chief Customer Officer 98

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. You read that correctly. Shep Hyken.

Blog 110

Blog Consulting Customers Article 110

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

2024 62

2024 Article Customer Service Net Promoter Score 62

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Both are fair questions.

Books 78

Books Customers Insights Marketing 78

ShepHyken

SEPTEMBER 1, 2017

This week we feature an article by Andy Ko who writes about not making your customers wait to have their questions answered. Not just accepted, in some cases it is preferred. – Shep Hyken. But these two groups have more in common than you think: Both have highly fragmented time. How Can You Stop A Customer From Bailing?

Blog 84

Blog E Commerce E-support Article 84

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. You matter. Do you honor your customers’ dignity?

Hospitality 254

Hospitality Chief Customer Officer Hotels Healthcare 254

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. It’s interesting how the scores determine the ranking.

2021 143

2021 Article Customer Service Government 143

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. Customer service designs that are remarkable get talked about.

Customer Service 95

Customer Service Blog Customers Workshop 95

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do. It’s hard work.

Presentation 78

Presentation Hotels Culture Sales 78

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 78

Consulting 2023 Books Workshop 78

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. It’s a long, complicated, hard transformation.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. Wish to inspire a step-change in how customers interact with your brand digitally ?

Blog 87

Blog Article Technology NPS 87

Beyond Philosophy

JANUARY 4, 2024

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well.

2024 97

2024 2023 Net Promoter Score NPS 97

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . If you do, you are in the minority. People almost universally align on their distaste for their cable company. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Here are a few we shared: 1.

Customer Centricity 175

Customer Centricity Consulting Transportation Sports 175

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Emotions create memories.

Management 189

Management Insurance Net Promoter Score Connections 189

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly.

Blog 81

Blog Customer Service Poor Customer Service Multi-Channel 81

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. It is also where I first shared the Native to Natural model.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

ShepHyken

JANUARY 26, 2018

This week we feature an article by Evan Hackel who writes about why it is important to train your frontline with excellent listening skills. Pay attention to what customers are saying. I have had negative experiences when dealing with frontline staff, and I am sure you have too. You Can Train People to Listen.

Blog 83

Blog Leadership Consulting Exceptional Customer Service 83

ShepHyken

OCTOBER 25, 2019

This week we feature an article by Matthew Smollen who says e nsuring your clients have an amazing call center experience when interacting with your brand is one of the best ways to encourage repeat and referral business. This is multiplied in a contact center as often the customer experience is the main focus. Recruitment.

Call Center 76

Call Center Leadership Blog Contact Center 76