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DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Using Social Media to Connect with Your Most Loyal Customers by Michael A. This article included something worth considering.

Article 111

Article 2019 Customer Service Social Media 111

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. The potter focuses first on foundational stability, then shaping, then fine-tuning. Regularly assess what’s at-odds or in-harmony with your customer experience objectives.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

ShepHyken

NOVEMBER 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways Store Layout Decisions Impact on Customer Experience by Oisin Ryan. The example in the article is about a supermarket.

Article 89

Article 2019 Customer Service Customer Centricity 89

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Article 70

Article 2022 Customer Service Hospitality 70

ShepHyken

JANUARY 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Ten top tips for building a customer-driven company in 2019 by cp2experience. Here are my top five picks from last week.

2019 94

2019 Article Customer Journey Mapping Customer Service 94

ShepHyken

NOVEMBER 1, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Is Free by Seth Godin. Seth’s Blog) Customer service is expensive. The message is clear and powerful!

Article 77

Article 2021 Customer Service Retail 77

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray.

Article 80

Article 2021 E Commerce Customer Journey Mapping 80

ShepHyken

SEPTEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Guide to Revenue Generation by Gladly. Then read this article and pay attention to all five points.

Article 94

Article 2020 Customer Service Employee Experience 94

ShepHyken

JANUARY 11, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Measure Your Customer Experience Maturity by Sharon Florentine. Here are my top five picks from last week.

2021 93

2021 Article Social Media Customer Service 93

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

NOVEMBER 19, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! My Comment: Don’t let the article fool you.

Article 87

Article 2018 Customer Service Customer Centricity 87

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Winning means losing in the game of customer retention by Linda O’Grady. Here are my top five picks from last week.

Article 92

Article 2020 Customer Service Customer Retention 92

ShepHyken

MAY 29, 2020

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Leadership.

Customer Centricity 81

Customer Centricity Culture Leadership Customer Voice 81

ShepHyken

MAY 6, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Reasons Customer Service Ratings Matter More Thank You Think by Team Support. Here are my top five picks from last week.

Article 114

Article 2019 Customer Service Magazine 114

InMoment XI

JANUARY 27, 2022

A customer-focused policy will view the long term impact this policy can have on a customer’s lifetime value and compare it against the financial impact that a customer centric policy will have on the business. This must be at the root of their reasoning as they advocate for the customer.,

Airlines 529

Airlines Customer Experience 2022 Financial 529

ShepHyken

AUGUST 10, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Increase Customer Loyalty: 5 Customer Retention Strategies by Christopher Hutchens. This list is good.

Article 93

Article 2020 Customer Service Customer Retention 93

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

Experience Investigators by 360Connext

APRIL 2, 2024

In the best case, every touchpoint will evoke positive emotions and deeply fulfill your customer’s need at that specific point in their journey. But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. And therein lies the problem. <- Why?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Before you ask for any additional buy-in from your CEO, make sure you’re speaking the same language around what Customer Experience is and what Customer Experience Management requires. Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Want Greater CX Success?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. This article has some great information.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 19 Customer Experience resolutions for 2019 by Customer Guru. 2019 AI Outlook: Is Customer Service The New Marketing?

2018 97

2018 Article Customer Service 2019 97

ShepHyken

APRIL 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. Here are my top five picks from last week.

Article 101

Article 2019 Customer Service Hotels 101

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Here are my top five picks from last week. Follow on Twitter: @Hyken

2023 48

2023 Article Customer Service Customer Satisfaction 48

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. World’s 3 MOST Customer Centric Companies: How do they do it!! The big take away is the level beyond customer loyalty, which is desire.

2016 78

2016 Article Customer Service Loyalty Programs 78

Experience Investigators by 360Connext

APRIL 2, 2024

In the best case, every touchpoint will evoke positive emotions and deeply fulfill your customer’s need at that specific point in their journey. But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. And therein lies the problem. <- Why?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. It happens because the entire company is focused on service.

2017 82

2017 Article Customer Service Hospitality 82

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. I look forward to the future!

2019 54

2019 Article Customer Service Loyalty Programs 54

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

CSM Magazine

SEPTEMBER 7, 2021

If you’re worried about the levels of returning footfall within your business, then taking a closer look at the customer experience within your store could highlight a myriad of reasons why people aren’t returning or telling their friends and family to visit your store. Read on to find out more. Final Thoughts.

Customer Focused 52

Customer Focused Retail Advertising Customer Centricity 52

ShepHyken

OCTOBER 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. . The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer.

2018 87

2018 Article Customer Service Automotive 87

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Another example is the subject of this, my penultimate article, in the series. Last year I judged the inaugural Gulf Customer Experience Awards in Dubai.

Customer Centricity 68

Customer Centricity Communication Culture 2010 68

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Here are my top five picks from last week.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Here are my top five picks from last week. This is the first part.

2017 84

2017 Article Customer Service Customer Service Training 84

ShepHyken

DECEMBER 11, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding.

2017 76

2017 Article Customer Service Customer Success 76

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

JANUARY 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article that lays out some of the facts, and as the title implies, some things to consider.

Article 69

Article 2019 Customer Service Social Media 69