Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Millennials surpassed Gen Xers in 2016.” What does all this have to do with improving the customer and employee experience in an organization? We used to say happy employees equal happy customers.

Culture 56

Culture 2017 2016 Engagement 56

Customer Bliss

MARCH 8, 2016

In a customer-obsessed organization, however, the concepts need to be much different. Earning Social Media Love From Good Customer Experiences. In a customer-obsessed culture guided by customer-focused decision-making , social is a channel you need to take into account. It makes money.

Social Media 142

Social Media Customer Experience Reference 2014 142

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. Follow on Twitter: @Hyken.

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. Why You Have Customer Churn and What You Can Do About It by Vanessa Rombaut. My Comment: Here is a bonus article. (So,

2016 78

2016 Article Customer Service Books 78

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. They also behave and communicate in a consistently positive manner toward the company, both inside and outside.

2016 68

2016 Customer Experience Insurance Leadership 68

CX Journey

APRIL 21, 2016

Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Yea, I didn't think so.

2016 43

2016 Omnichannel ROI Culture 43

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

ShepHyken

JULY 18, 2016

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR. This article shows how customer experience and marketing can tie into a game. Follow on Twitter: @Hyken .

2016 69

2016 Article Social Media Customer Service 69

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

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. Starting an organisations Customer Experience transformation is hard – something I have written about in the past.

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

ijgolding

JANUARY 24, 2017

Thus, the term ‘customer service’ is not new. Up until January 2016, when I had the honour of being a judge at the inaugural Gulf Customer Experience Awards , the volume of discussion about ‘service’ has been significant. I cannot overstate just how impressed I was. All of them provide similar products and services.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. He actively engages with customers.

Culture 48

Culture Banking Customer Service Customers 48

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. Share this page on: Tweet.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Customer Service is Dead… Welcome to the Customer Experience by Jeffrey Hayzlett.

2016 0

2016 Article Customer Service Hospitality 0

Beyond Philosophy

OCTOBER 31, 2016

On Tuesday night, he apologized to his employees, acknowledging that the scandal not only hurt customers, but employees as well. Fixing a Broken Culture. Sloan admitted that the bank will hire ‘outside culture experts’ to help them figure out where they went wrong. As an outside culture expert, I say, ‘Good move’.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

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! The topic of my session was The 7 Deadly Sins of Customer Experience.

Customer Experience 57

Customer Experience 2016 Employee Experience Innovation 57

Customer Guru

MARCH 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

Customer Bliss

FEBRUARY 21, 2017

The New York Times has a leader of Customer Experience (who we will soon be interviewing), and I was pleased to see that the UK is also embracing this role. Extensive experience of working within fast-paced environments for both large corporations and start-ups in EMEA and the US. Episode Overview. About Robert.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. But what tools do we give to employees to prepare them to deliver a great customer experience?

Engagement 61

Engagement Customer Experience Customer Journey Mapping 2016 61

Beyond Philosophy

NOVEMBER 22, 2017

Orientation : In this stage, the employee settles into the job, integrates with the corporate culture, familiarizes himself/herself with coworkers and management, and generally establishes his/her role within the organization. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day.

E Commerce 89

E Commerce E-support Banking Culture 89

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

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. Click To Tweet.

Brands 39

Brands Customer Experience Retail 2017 39

ShepHyken

SEPTEMBER 28, 2016

QUICK REMINDER: Don’t forget about National Customer Service Week , October 3-7, 2016. Everyone wants to WOW their customers. They think that customer delight comes from going above-and-beyond or delivering an over-the-top customer service experience. So, what about the rest of the time?

2016 131

2016 Customer Service Training Customer Service Information 131

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

MARCH 31, 2023

You probably remembered it because it’s not always the norm, and there is a perception that great customer service has been harder to find. A recent NBC poll found that 75% of respondents believe customer experience has worsened after the pandemic, with 78% saying they’ve had to contact a company multiple times to obtain a resolution.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

ijgolding

JANUARY 19, 2016

Customer Experience – as a concept…. However, it is true that most of the best examples – the earliest examples – of Customer Experience being deployed as a core element of business strategy was very much a US led phenomenon. as an idea…. as a principle… as a profession… – it all started in the US.

Airlines 56

Airlines Customer Experience Travel Customer Centricity 56

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” — but their primary “role” was actually just an executive focusing on customer growth and satisfaction. Again: connect the silos.

Chief Customer Officer 185

Chief Customer Officer Leadership Hotels 2016 185

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. Don’t Forget to Track Customer Interactions.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Tricia Morris

JULY 13, 2015

Think Like Your Customers. Design with your customer in mind. Their same research notes that the best customer-focused and -facing innovation is derived at the intersection of “technological feasibility, customer desirability and business viability.” the most frustrating aspects of a poor customer experience.

2015 94

2015 Download Innovation Social Media 94

Peter Lavers

AUGUST 5, 2016

It may seem unbelievable in 2016 that I am still speaking with companies that rely on product systems, ‘black books’, shared folders and manually-produced spreadsheets to manage and measure customer relationships in their business. Also make every senior manager spend time at the “coal face”. Group Function or Outsourced IT.

Customer Centricity 40

Customer Centricity 2016 Blog Customer Relationships 40

Kayako

JANUARY 24, 2018

Navigate the trends: Customer-centric through a customer experience strategy. Consumers want a messaging experience over live chat. Business will be more customer-centric with a whole customer experience strategy. Excellent customer experiences grow customer loyalty.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. Baro opened on December 7th, 2016. Onboarded all employees. A Baro apron.

Engagement 128

Engagement Customer Experience Culture Social Media 128

Michel Falcon Experience

FEBRUARY 19, 2016

If you’re reading this, you most likely have a career in customer experience. Or perhaps the headline caught your eye because you manage a customer experience or customer support department and want to elevate your team. If this strategy worked for me, surely it will work for you too! Hosted free webinars.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. It’s all about creating the right culture! For information contact or www.hyken.com.

2016 124

2016 Article Airlines Customer Service 124

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Kuiu is a hunting gear company that has a customer focused culture.

2016 0

2016 Article Net Promoter Score Customer Service 0