ShepHyken

OCTOBER 24, 2016

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

2016 119

2016 Article Customer Service Government 119

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. 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.” Well worth your attention, especially if you have any type of customer loyalty program.

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

ShepHyken

DECEMBER 26, 2016

5 ways to build customer loyalty by Laura Loughran. IBM) Customers are dynamic and involve continuous effort. Customer analytics allow brands to deeply understand their customers and how they are changing, so they can adapt to evolving customer demands. For information contact or www.hyken.com.

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

DECEMBER 12, 2016

And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. Retail Customer Experience) Retail executives have begun to question the role of social media marketing.

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. This line from the article articulates this perfectly: In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products.

2016 74

2016 Net Promoter Score Article Customer Service 74

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

MAY 30, 2016

My Comment: One of the sentences in the first paragraph of this excellent article read: “…a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.” Customer service and experience are becoming the most important way to compete.

2016 72

2016 Article Customer Service Competitive Advantage 72

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

AUGUST 22, 2016

(Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. My Comment: How can you increase customer retention? It’s more than a list of ways to boost customer loyalty. Read this article.

2016 0

2016 Article Customer Service Customer Retention 0

ShepHyken

JULY 18, 2016

(LiveChat) Read funny customer service quotes to find out why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers. Some very funny, but at the same time very serious, customer service quotes. Customer Loyalty: Obligation or Happy Marriage?

2016 69

2016 Article Social Media Customer Service 69

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

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2016 69

2016 Article Customer Service Social Media 69

Beyond Philosophy

DECEMBER 8, 2015

Employee ambassadorship research can be combined with existing customer and employee loyalty solutions to provide companies comprehensive and actionable insights on the state of their employees’ attitudes and action propensities, and how those may be affecting customer behavior. There’s a lot more to tell.

2016 68

2016 Customer Experience Insurance Leadership 68

Innovative CX

NOVEMBER 17, 2021

A survey conducted in 2016 found that 87% of consumers disliked something about the dealership experience when buying a car. After much effort, I did encounter a few dealerships that clearly were customer focused. Perhaps some dealers are making progress towards better customer experiences.

Automotive 52

Automotive Consumers 2016 Loyalty 52

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. ABOUT JOHN PAUL.

Leadership 40

Leadership Automotive Hospitality Travel 40

ShepHyken

JANUARY 30, 2017

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. Customer Service Software Buyer Report – 2016 by Craig Borowski.

2017 81

2017 Article Customer Service Airlines 81

Beyond Philosophy

OCTOBER 29, 2015

Morgan Stanley upgraded LULU , predicting that the stock will continue its success in earnings for 2016. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. It’s nice to see a brand remember what makes Customer Loyalty and Retention work. The VOC is the Key.

Customer Experience 154

Customer Experience 2016 Consulting Call Center 154

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. Driving customer loyalty.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

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

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

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success.

Chief Customer Officer 49

Chief Customer Officer 2016 Contact Center Customers 49

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. Customer Experience Spring Cleaning: Your 5 Best Investments by Blake Morgan. For information contact or www.hyken.com.

2017 76

2017 Article Social Media Customer Service 76

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

Innovative CX

SEPTEMBER 5, 2019

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. After all, we’ve asked them to “do more with less”, tested their loyalty, limited their pay and outsourced their positions.

Culture 56

Culture 2017 2016 Engagement 56

ijgolding

JANUARY 24, 2017

It has also been evident for many years that the region has been increasingly focused on delivering great customer service – not just a great product. Thus, the term ‘customer service’ is not new. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

Beyond Philosophy

NOVEMBER 22, 2017

How these practices mesh and produce desired employee and customer value was nicely summarized by Claudia Saran, a KPMG Principal. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day. You Also Might Like… 6 Key Statements to Propel Your Customer Experience Program.

E Commerce 90

E Commerce E-support Banking Culture 90

Tricia Morris

JULY 13, 2015

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. But this doesn’t mean that the benefit is all one-sided.

2015 94

2015 Download Innovation Social Media 94

ijgolding

JANUARY 26, 2016

The leader said that his team were always looking for ways to become even more customer focused. They recognised that not only did the agenda not contain any focus on customer experience, the other items on the agenda were also not discussed with the customer in mind. How simple is that?!

Financial 57

Financial Leadership Customers Customer Focused 57

Kayako

JANUARY 24, 2018

Business will be more customer-centric with a whole customer experience strategy. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Excellent customer experiences grow customer loyalty. Collaboration will power personal customer support.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Qualtrics

JANUARY 2, 2019

Making organizations more customer-focused. Time used to be the biggest limitation to how much a brand could listen to customers and act on feedback. But the speed at which AI can gather and process data leaves companies with no excuse to ignore their customers. Personalization, personalization, personalization.

Customer Experience 32

Customer Experience Social Media 2025 Call Center 32

ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 105

Customer Centricity Customer Experience Chief Customer Officer Customer Journey 105

SurveySparrow

NOVEMBER 10, 2022

You can glean a lot of information about your customers which will be helpful for your business by using the market research platforms that are available in the market. billion US dollars in 2016. Because companies want to know what customers think about their business. It makes you customer-focused.

Marketing 52

Marketing Multi-Channel Insights Consumers 52

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. Just staff and samples.

Brands 39

Brands Customer Experience Retail 2017 39

LiveChat

APRIL 3, 2017

While Amazon’s annual revenue has recently soared to more than $135 billion for the fiscal year 2016, making it the world’s eighth largest retailer, there are still many core lessons that small business owners can learn from how this giant rose to greatness. Build what your customers are telling you they want.

E Commerce 51

E Commerce 2005 E-support 2006 51

ShepHyken

DECEMBER 19, 2016

How text marketing can help court and maintain customer loyalty by Alexa Lemzy. 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. Thanks for sharing!

2016 89

2016 Article Social Media Customer Service 89

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132