ShepHyken

OCTOBER 24, 2016

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. The post 5 Top Customer Service Articles For the Week of October 24, 2016 appeared first on Shep Hyken.

2016 119

2016 Article Customer Service Government 119

ShepHyken

NOVEMBER 14, 2016

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. The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken.

2016 127

2016 Article Customer Service 2017 127

ShepHyken

NOVEMBER 7, 2016

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. The post 5 Top Customer Service Articles For the Week of November 7, 2016 appeared first on Shep Hyken.

2016 124

2016 Article Customer Service Loyalty 124

ShepHyken

SEPTEMBER 19, 2016

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. The post 5 Top Customer Service Articles For the Week of September 19, 2016 appeared first on Shep Hyken.

2016 0

2016 Article Customer Service Culture 0

ShepHyken

SEPTEMBER 12, 2016

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. The post 5 Top Customer Service Articles For the Week of September 12, 2016 appeared first on Shep Hyken.

2016 113

2016 Article Customer Service Books 113

ShepHyken

SEPTEMBER 26, 2016

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. The post 5 Top Customer Service Articles For the Week of September 26, 2016 appeared first on Shep Hyken.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

ShepHyken

DECEMBER 12, 2016

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. The post 5 Top Customer Service Articles For the Week of December 12, 2016 appeared first on Shep Hyken.

2016 103

2016 Article Social Media Customer Service 103

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. 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.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

JULY 4, 2016

My Comment: What’s happening on the inside of an organization is felt on the outside by the customers. Great story backed up with some simple “how to’s” to build a customer focused culture. Marketing Nutt) Customer reviews on sites like Yelp, Google and industry-specific sites can be the lifeblood of businesses across verticals.

2016 81

2016 Article Customer Service Culture 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

ShepHyken

DECEMBER 26, 2016

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. The post 5 Top Customer Service Articles For the Week of December 26, 2016 appeared first on Shep Hyken.

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

AUGUST 1, 2016

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. The post 5 Top Customer Service Articles For the Week of August 1, 2016 appeared first on Shep Hyken.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

AUGUST 22, 2016

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. The post 5 Top Customer Service Articles For the Week of August 22, 2016 appeared first on Shep Hyken.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

JULY 11, 2016

It erodes the customer experience and perception of the company. What small charges might your organization add to an invoice or check when a customer does business with you? Is the decision to charge for these “extras” a customer-focused or company-focused decision. For information contact or www.hyken.com.

2016 81

2016 Article Customer Service Loyalty Programs 81

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. Executive commitment issues , that is.

2016 43

2016 Omnichannel ROI Culture 43

ShepHyken

SEPTEMBER 5, 2016

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. The post 5 Top Customer Service Articles For the Week of September 5, 2016 appeared first on Shep Hyken.

2016 0

2016 Article Customer Service Hospitality 0

ijgolding

JUNE 14, 2016

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)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. Leadership commitment 8%.

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

ShepHyken

MAY 30, 2016

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. The post 5 Top Customer Service Articles For the Week of May 30, 2016 appeared first on Shep Hyken.

2016 72

2016 Article Customer Service Competitive Advantage 72

ShepHyken

JULY 18, 2016

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. 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

JULY 25, 2016

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. The post 5 Top Customer Service Articles For the Week of July 25, 2016 appeared first on Shep Hyken.

2016 78

2016 Article Customer Service Books 78

ShepHyken

AUGUST 15, 2016

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. The post 5 Top Customer Service Articles For the Week of August 15, 2016 appeared first on Shep Hyken.

2016 69

2016 Article Customer Service Social Media 69

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

Beyond Philosophy

DECEMBER 8, 2015

Our research process brings in several components which build on, but differ markedly, from traditional, or standard, employee satisfaction and engagement techniques: For one difference, the attributes we examine actively include a significant proportion that are customer focus-related. . There’s a lot more to tell.

2016 68

2016 Customer Experience Insurance Leadership 68

ShepHyken

OCTOBER 5, 2022

When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. Create the experience that gets customers to not only buy today, but will also say, “ I’ll be back ” tomorrow. . And here is where the story gets better. .

Sales 123

Sales Customer Service 2016 2017 123

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason?

Customer Journey Mapping 114

Customer Journey Mapping Customer Journey 2016 Customer Experience Professionals 114

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

2016 83

2016 2021 Banking Retail 83

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. He also worked to bring traditional UX and UI employees into the customer/client fold, for an array of different perspectives.

Chief Customer Officer 160

Chief Customer Officer B2C 2016 Leadership 160

ShepHyken

NOVEMBER 1, 2021

It’s very retail focused, but if you’re not in retail, still take a couple of minutes to learn a new word: phygital. By the way, if you Google the word, you get the definition from an article in 2016, but my spell check doesn’t recognize it.). How to Create a Positive Customer Experience Through Personalization by Greg Chen.

Article 77

Article 2021 Customer Service Retail 77

ijgolding

FEBRUARY 20, 2017

Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! ( 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

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

ShepHyken

DECEMBER 14, 2016

. — Arash Markazi (@ArashMarkazi) November 20, 2016. — CSA Citizen (@Genealogy123) November 21, 2016. — Ray Montgomery (@Sofisdad) November 21, 2016. — Big Al (@BigAl_BSTX) November 21, 2016. — Big Al (@BigAl_BSTX) November 21, 2016. Does the right thing even when no one is looking.

2016 95

2016 Customer Service Training Events Customer Service 95

Inbenta

NOVEMBER 29, 2022

Using a technology called Natural Language Processing , the mood of the customer can be detected, and an appropriate response can be given. For businesses that are customer focused and those that have a strong social media presence, this can be crucial to an excellent customer experience. Sentiment analysis is the answer.

Multi-Channel 90

Multi-Channel Customer Experience Omnichannel Social Media 90

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. For more information about the week check out these resources.

2016 131

2016 Customer Service Training Customer Service Information 131

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

ShepHyken

JANUARY 2, 2017

3 Important Lessons of Social Customer Service on Twitter From 2016 by Lauren Kamp. Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Social Media 76

Customer Bliss

NOVEMBER 28, 2017

Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. The leaders knew that their ABG products were good, but they had to implement a plan that would help them understand how satisfied the customers were. .

Culture 197

Culture Customer Centricity Customer Journey Mapping B2B 197

Beyond Philosophy

OCTOBER 31, 2016

Although it might have been interesting to read how many different ways customers could tell Wells Fargo where to go! An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs). Industry Secrets Leaked: Predicting Customer Behavior.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0