Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. Hire a happiness hero, customer champion or happiness engineer. (2) Ray” Wang. Michael Fauscette.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. During that time, she launched her natural skin care line focused on combating skin blemishes. Salesforce recently released the 2016 edition of the State of Marketing report.

2016 111

2016 2017 Customer Experience Social Media 111

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. For information contact or www.hyken.com.

2016 83

2016 Article Customer Service Customer Retention 83

ShepHyken

SEPTEMBER 19, 2016

The Customer Service Strategies Behind Zappos’s Success by Sharpen. Sharpen) The power behind the Zappos brand and majority of their success is attributed to the power of fantastic customer service, which is often overlooked as a sales strategy. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Culture 0

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. (TeleTech) Memorable. Surprising. Follow on Twitter: @Hyken.

2016 105

2016 Article Social Media Customer Service 105

ShepHyken

SEPTEMBER 12, 2016

internet Retailer) In an age of promotional clutter, go the extra mile to excite the influential people who are dedicated to your brand. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. I have added my comment about each article and would like to hear what you think too.

2016 114

2016 Article Customer Service Books 114

ShepHyken

AUGUST 1, 2016

12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? My Comment: Social media enhances the customer experience. It’s a brand builder. For information contact or www.hyken.com.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Customer experience in the age of disloyalty by Blaise Lucey. Marketing Land) In the age of the aggregator, the brand is irrelevant. It’s defined by interactions between brand and customers.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

DECEMBER 26, 2016

(CMO) CMO catches up with Volkswagen Group Australia’s inaugural director of customer experience to find out how he’s ensuring customers are front and centre of decision making. My Comment: Volkswagen is one of the world’s recognized brands. 5 ways to build customer loyalty by Laura Loughran.

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

JULY 11, 2016

I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” It erodes the customer experience and perception of the company.

2016 81

2016 Article Customer Service Loyalty Programs 81

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

Tricia Morris

JUNE 4, 2015

In watching the coverage of the 2016 U.S. presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Would you say that Brand X is honest and trustworthy, or not?

Brands 94

Brands Customer Service Net Promoter Score 2016 94

ShepHyken

JUNE 6, 2016

They are one of top customer service and experience brands in the world. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. by Ben Motteram.

2016 85

2016 Article Customer Service Innovation 85

ShepHyken

AUGUST 22, 2016

When the big video streaming service surveyed customers who renewed subscriptions, it discovered, paradoxically, that some customers stayed with Hulu even when they didn’t necessarily have a positive perception of the brand overall. My Comment: Don’t just listen to your customers, listen to your employees as well.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

JULY 18, 2016

When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Social Media Beast) Here’s the basics on how customers are taking to social media to talk about their brand experiences, and what they expect in return. The post 5 Top Customer Service Articles For the Week of July 18, 2016 appeared first on Shep Hyken.

2016 69

2016 Article Social Media Customer Service 69

ShepHyken

MAY 30, 2016

(Huffington Post Business) With technology transforming the communications world, marketers have various tools and techniques at their disposal to get closer to their customers. My Comment: Here is a great list of simple and practical tactics that will help drive customer loyalty. For information contact or www.hyken.com.

2016 72

2016 Article Customer Service Competitive Advantage 72

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Focusing on customer interactions.

Customer Experience 193

Customer Experience Financial Banking 2016 193

ShepHyken

AUGUST 15, 2016

6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . Ignite) If you’ve heard feedback from your customers or fellow marketing experts that your brand could improve, let these must-dos below be your guide to an A grade from your customers. For information contact or www.hyken.com.

2016 69

2016 Article Customer Service Social Media 69

ShepHyken

SEPTEMBER 5, 2016

Talk about delivering customer amazement! Premium Customer Care from Premium Employees by Amanda Wilks. Switch & Shift) Recent studies show that customers abandon their favorite brands because they lack quality customer service. For information contact or www.hyken.com. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

ijgolding

JUNE 14, 2016

So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! ENABLE people to have a customer focused mindset.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

Beyond Philosophy

DECEMBER 8, 2015

Powerful new research has produced results which allow companies to identify current levels of employee commitment and provides actionable direction on how to help them become more committed and active brand ambassadors. – Saboteurs , the employees who are the least committed to a brand.

2016 68

2016 Customer Experience Insurance Leadership 68

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused.

2016 60

2016 Customer Experience Chief Customer Officer Multi-Channel 60

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. How Brands Are Using Technology to Amplify the Customer Experience — Whether You’re Shopping or Ordering Fast Food by Dept.

Article 79

Article 2021 Customer Service Retail 79

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. Connect to brand and subscription to understand where exactly pain points and revenue issues might crop up.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation. billion valuation.

Brands 39

Brands Customer Experience Retail 2017 39

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. They are upgrading the stock and forecasting a positive turning point the brand by the 4th quarter. The VOC is the Key.

Customer Experience 154

Customer Experience 2016 Consulting Call Center 154

Customer Bliss

MARCH 8, 2016

Ever since social media became a force, the idea of ‘social media love’ — getting positive feedback from clients and customers and fans, essentially — has been something that many brands aim for in the social space. Make it social, make it easy, and make everything you do customer-obsessed.

Social Media 142

Social Media Customer Experience Reference 2014 142

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 85

Customer Experience Customer Centricity 2016 Culture 85

ijgolding

FEBRUARY 20, 2017

Only last week, research from Ombudsmen Services in the UK found that 79% of people will avoid a brand or company if they have received poor service in the past – this is not new news. Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Beyond Philosophy

OCTOBER 31, 2016

In today’s context, their Code of Ethics sounds absurd: Wells Fargo’s reputation as ‘one of the world’s great companies for integrity and principled performance’ sounds laughable in light of the scandal where employees opened millions of fraudulent customer accounts to hit product sales goals over the past 10 years.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. As we develop our APAC client base and grow , recruiting people with a passion for service and a customer focused mindset is key. www.johnpaul.com.

Leadership 40

Leadership Automotive Hospitality Travel 40

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Beyond Philosophy

JULY 11, 2016

When you frustrate and annoy a customer online these days, they are just two clicks away from having a social media heyday with your brand reputation. In fact, 59% of 25-34-year-olds share bad experiences online, and 58% of customers won’t come back after a negative Customer Experience. .

Customer Centricity 122

Customer Centricity Consulting Social Media Presentation 122

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. by AJ Agrawal .

2017 76

2017 Article Social Media Customer Service 76

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! Thou shalt define and communicate the brand promise. I've made slight modifications.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

Qualtrics

MAY 30, 2019

In fact, a moderate increase in customer experience generates an average revenue increase of $823 million over three years for a company with $1 billion in annual revenues, according to the Temkin Group. This is not a number to balk at as consumers switch brands every day because of poor customer experiences.

Customer Experience 52

Customer Experience Customer Journey Mapping Customer Centricity 2016 52