ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Article 103

Article 2018 Customer Service 2019 103

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. And guess what?

2018 65

2018 Blog Workshop Innovation 65

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. 15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash.

2018 82

2018 Article Customer Service Social Media 82

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Customer experience starts with a strong customer-centric culture, and that tone is set from the top.

2018 129

2018 Customer Experience Customer Centricity Culture 129

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? by Sue Duris. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Employee engagement is also important for creating a positive work culture.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Pink Guava

AUGUST 29, 2018

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018 When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

Customer Experience Management 40

Customer Experience Management 2018 Customer Experience Management 40

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Many will, but do they really want to? Follow on Twitter: @Hyken.

Article 82

Article 2018 Customer Service Airlines 82

AskNicely

AUGUST 29, 2018

This customer-fueled approach to business growth has evolved into a culture shift. By using automated systems for gathering and acting upon customer feedback, forward-thinking organizations can establish a customer-focused culture. The post NPS Benchmarks for 2018: How Do You Compare?

NPS 60

NPS Net Promoter Score 2018 2003 60

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video.

2018 76

2018 Article Customer Service Employee Experience 76

Kayako

JANUARY 24, 2018

I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Article 67

Article Customer Service Social Media 2018 67

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 55

Chief Customer Officer 2018 Customer Centricity Customer Success 55

ShepHyken

MAY 7, 2018

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 7, 2018 appeared first on Shep Hyken.

Article 79

Article 2018 Customer Service Magazine 79

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A successful customer experience strategy is a result of the company’s culture.

Article 122

Article Customer Service 2018 Books 122

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Power’s 2018 U.S. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Cultural transformation is never easy. Jeannie Walters (@jeanniecw) May 8, 2018. It’s inspiring!

Leadership 161

Leadership 2018 Culture Customer Experience Professionals 161

Beyond Philosophy

DECEMBER 26, 2017

We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Cultural readiness for stakeholder-centricity. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Culture & Training. Culture is all-important at Disney, since it’s cast members who are responsible for delivering extraordinary experiences. Download Now.

2018 40

2018 Contact Center Entertainment Culture 40

ShepHyken

OCTOBER 29, 2018

Matt Dixon shares some of the details behind T-Mobile’s focus on winning back its reputation using customer service as the catalyst. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Net Promoter Score 105

Net Promoter Score Article Customer Service 2018 105

Kustomer

NOVEMBER 1, 2021

According to Apple, in 2018 there were roughly 550,000 podcasts and today there are more than 2 million. that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. She has also authored two books on customer experience. Have you noticed? Podcasts seem to be everywhere. Experience This!

Customer Service 98

Customer Service 2004 Entertainment Download 98

Confirmit

DECEMBER 17, 2018

We’re also delighted to include case studies from two organizations who have bucked the trend, delivering both tactical and strategic change that has helped create a more customer-focused culture. The future of Voice of the Customer is about change and ROI. How to turn words into action.

2018 40

2018 Chief Customer Officer Return on Investment ROI 40

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change.

2020 52

2020 Insurance 2019 Touchpoint 52

ClientSuccess

DECEMBER 4, 2018

As 2018 comes to a close, customer success teams are taking some time for reflection and planning. Customer success is a rapidly growing industry and trends come and go quickly. Here is a great eBook and guide for building your customer success KPIs. Trust us – your team and your customers will thank you!

2019 63

2019 Customer Success 2018 Culture 63

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Remember that “no customer wants a quarter-inch drill.

2018 105

2018 Customer Success Customers Communication 105

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. consumers say customer experience at most companies needs Improvement. ( McKinsey ). 54% of U.S.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ShepHyken

SEPTEMBER 2, 2019

My Comment: Have you wondered just how far AI (artificial intelligence) and IA (intelligent automation) have impacted customer service? A Gartner survey claims that by 2023 more than 40% of customer service will be automated. That’s up from 25% in 2018. What about customer service jobs? Will they be eliminated?

Article 86

Article 2019 Customer Service 2023 86

CSM Practice

JULY 6, 2020

Communication plays a stellar role in this part of keeping up with your customer’s value because the results of your efforts to create value are measured in the customers’ perception of that value. It is connected to your company’s culture and vision. Remember that “no customer wants a quarter-inch drill.

2018 80

2018 Customer Success Customers Communication 80

ShepHyken

OCTOBER 1, 2018

This short article focuses on five mistakes organizations make with their customer experience initiative. My personal favorite is number one, which focuses on CX being part of the culture and not a tactic. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs. Follow on Twitter: @Hyken.

2018 17

2018 Article Customer Service Employee Experience 17

Tricia Morris

OCTOBER 22, 2015

Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway. Successfully creating or changing a culture, especially around customer experience or new branding, requires top-down adoption. Customer Service.

White Paper 104

White Paper 2015 Culture 2014 104

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

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

2018 74

2018 Customer Success ROI Return on Investment 74

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

Customer Service 49

Customer Service Hospitality Customer Service Training Consulting 49

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. 2018 will be the year of CX and AI.?

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. It’s not just reserved for customer-facing roles.

Customer Experience 95

Customer Experience Customer Service Workshop Net Promoter Score 95