ShepHyken

MARCH 24, 2021

Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. We’re revisiting that topic with a fresh point of view. Today’s lesson is about the exciting topic of measurement and data. You know it is!

Measurement 152

Measurement Net Promoter Score Customer Satisfaction Books 152

ShepHyken

NOVEMBER 6, 2023

The goal is to move as fast as possible to eliminate the anger or frustration, or as the author of this article calls it, the “mental load.” Peter Drucker is known for saying, “You can’t manage what you don’t measure.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 66

Article Customer Service 2023 Contact Center 66

ShepHyken

OCTOBER 29, 2023

Why Experiential Rewards Are Winning Over Customers: 5 Stellar Examples by Peter Vogel (The Wise Marketer) In today’s highly competitive business environment, brands are constantly searching for innovative ways to engage and retain their customers. The author covers formulas for churn, retention, and more.

Article 65

Article 2023 Customer Service Loyalty Programs 65

Peter Lavers

JANUARY 15, 2020

Peter Lavers has been named as a top blogger in the realm of Customer Service. Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Blog 52

Blog Customer Service 2020 Customer Centricity 52

ShepHyken

OCTOBER 21, 2016

Let’s put this model into action with Peter, a Parrot salesperson. Peter is upbeat, engaging, optimistic and charismatic. Peter is about to meet with a new prospect and he is filled with excitement. Peter shakes Orla’s hand and she doesn’t show much emotion. To his surprise, Peter did not close the deal with Orla.

Blog 124

Blog 2012 Customer Relationships Sales 124

ShepHyken

MAY 15, 2023

My Comment: A lot has been written about NPS (Net Promotor Score) – and I’m one of the authors that does so. Social Listening: Keeping Your Fingers on the Pulse of Your Business Reputation, Part 1 by Keren Peters-Atkinson (Monday Mornings with Madison) According to an ancient Chinese proverb, “A good reputation is more valuable than diamonds.”

Article 64

Article Net Promoter Score Customer Service 2023 64

Retently

AUGUST 15, 2018

Ritz-Carlton employees are able to provide customers with this level of satisfaction and service mostly because most of them are independently authorized to spend up to $2,000 on improving customer satisfaction. Obviously, that was a joke, and Peter himself said he only meant it as a joke. In Morton’s case, that clearly paid off.

Customer Service 105

Customer Service Social Media Exceptional Customer Service Hotels 105

Kustomer

APRIL 7, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Peter Fader to discuss the different types of customers and how to have customer centricity. Peter is a professor in the Marketing Department at the Wharton University of Pennsylvania. Listen to the full podcast below.

Customer Centricity 64

Customer Centricity Net Promoter Score Books Metrics 64

ShepHyken

AUGUST 28, 2023

My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Businesses that want to grow in 2023 (and beyond) realize that this isn’t a problem—it’s an opportunity.

2023 62

2023 Article Customer Service Magazine 62

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Apart from being an author, Kerry is also a renowned speaker and an insightful coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ShepHyken

NOVEMBER 30, 2020

According to this author they can. A B2B company reworks its ‘clunky’ digital user experience by Peter Lucas. What intrigued me about this article is that the author didn’t predict anything new, but emphasized that some trends that have been going on for several years will continue and even accelerate in the new year.

Article 84

Article 2020 Customer Service B2C 84

ProProfs Chat

JUNE 30, 2020

Author: Peggy Klaus. Author: Simon Sinek. Author: Jean Greaves and Travis Bradberry. Author: Dale Carnegie. Author: Robert J. Author: Jeff Toister. The Hard Truth About Soft Skills. Goodreads Rating: 3.5/5. This is a perfect read for people across all professional stages. Goodreads Rating: 4.1/5.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Article 80

Article 2023 2028 Customer Service 80

Middlesex Consulting

MARCH 11, 2019

Learn How” by Peter Fader and Sarah E. The authors show how combining customer switching costs with CX metrics and then looking at the results on a customer-by-customer basis through the lens of customer lifetime value (CLV) will result in meaningful insights […].

Metrics 60

Metrics Insights Customer Centricity Consulting 60

ShepHyken

MARCH 9, 2020

But, what I do agree with author’s view about the three ways chatbots are making the customer experience better. My Comment: Peter Drucker (and others) have said, “You can’t manage what you don’t measure.” The author showcases several ways to measure the success of customer service and experience.

2020 124

2020 Article Customer Service Books 124

Gainsight

AUGUST 26, 2022

Geoffrey Moore , author and consultant, explained that SaaS companies have matured beyond simply developing product features to developing product experiences. During author and investor Nir Eyal’s session, the Product professionals in attendance learned a huge lesson in how to use customer feedback to create sticky features.

2022 52

2022 Customer Journey Customer Success Roadmap 52

ShepHyken

NOVEMBER 19, 2018

This is an interview with Peter Fader (Marketing professor at Wharton) and Sarah Toms (executive director of Wharton Interactive), the authors of “The Customer Centricity Playbook.” Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Article 87

Article 2018 Customer Service Customer Centricity 87

ShepHyken

MARCH 9, 2020

But, what I do agree with the author’s view about the three ways chatbots are making the customer experience better. My Comment: Peter Drucker (and others) have said, “You can’t manage what you don’t measure.” The author showcases several ways to measure the success of customer service and experience.

2020 62

2020 Article Customer Service Books 62

NetBase

AUGUST 16, 2019

At the InterContinental in downtown LA in time to catch our keynote speaker: Carlos Gil, Author and Social Media Strategist will be sharing insights from his book – The End of Marketing: Humanizing Your Brand in the Age of Social Media and AI. And Gil has some answers!

Social Media 62

Social Media 2019 Multi-Channel Innovation 62

Oracle

DECEMBER 18, 2020

Mark Hillary, a customer experience professional, author, and futurist, regularly sits down with his partner Peter Ryan to engage with and interview CX professionals who are on the leading edge of the discipline. The CX Files.

Customer Experience Professionals 66

Customer Experience Professionals Healthcare Download Retail 66

Peter Lavers

JULY 11, 2016

Peter Lavers has been recognised by IBM as a Futurist and top influencer in the field of Customer Experience. Peter’s home page on the site can be found at https://www.ibm.com/think/marketing/author/peter-lavers/. The post IBM recognises Peter Lavers as a Futurist appeared first on Think CX. Tweet to @PeterLavers.

Retail 40

Retail Leadership User Experience Marketing 40

Totango

APRIL 25, 2019

Edgar Papke – Award-winning Author and Expert on Organizational Leadership. Peter Storer – Chief Revenue Officer, Avero. Keith Strodtman – COO, Customer First, SAP. Anne Ting – SVP Marketing, Totango. Dilip Kumar – COO, Group Services, Dimension Data. Jamie Bertasi – COO and CCO, Totango.

NPS 54

NPS Connections Events Customer Centricity 54

ShepHyken

MAY 16, 2022

Peter Drucker is often quoted as saying, “You can’t manage what you can’t measure. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Article 64

Article 2022 Customer Service Net Promoter Score 64

CSM Magazine

NOVEMBER 19, 2019

About the Author. Peter Mullen is the VP of Marketing at VXI. Peter leads a global marketing team across 3 continents with a focus on Lead Generation, Customer Acquisition, Brand Development, ABM, Digital Marketing and Communications.

Touchpoint 49

Touchpoint Feedback User Experience Engagement 49

Eptica

AUGUST 11, 2015

Author: Steve Nattress Many studies show that people are much more emotional and less rational than we like to think. Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. Share this page on: Tweet.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

ShepHyken

JUNE 11, 2018

How You Can Cultivate the One Thing Customers Truly Want by Peter Daisyme. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Joseph Michelli is one of my favorite experts in the customer service and CX space, and I always enjoy his articles. Follow on Twitter: @Hyken.

Article 78

Article 2018 Customer Service Loyalty 78

SurveySparrow

NOVEMBER 26, 2019

“Make your customer the hero of your stories.” – Ann Handley, Digital Marketing Pioneer, and Author. Instead of using technology to automate processes, think about using technology to enhance human interaction.” – Tony Zambito, Lead authority in Buyer personas. 6. .” – Seth Godin, Founder, and CEO, Do You Zoom.

Marketing 90

Marketing Social Media Advertising Brands 90

ShepHyken

MARCH 27, 2017

My Comment: In 1984 Tom Peters and Robert Waterman, Jr. The author, Lisa Calhoun, shares a Musk philosophy that applies to any business. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. wrote one of the great business books of all time, “In Search of Excellence.”

2017 83

2017 Article Net Promoter Score Customer Service 83

Lumoa

FEBRUARY 6, 2018

Some time ago we released the first part of the interview answers, and this week guests are Lynn Hunsaker, Peter Lavers, Jane Treadwell-Hoye, Melinda Gonzalez, Matt Dixon, Vicki Amon-Higa and Raul Guillermo Amigo. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you.

2018 129

2018 Customer Experience Customer Centricity Culture 129

Quadient

NOVEMBER 21, 2017

As far back as 1986, author Dick Foster released the book "Innovation: The Attacker's Advantage", building on the work of Peter Druker, describing the impact of "technological discontinuities", or times when the leading technology in a market suddenly shifts. Today, we refer to that concept as disruption.

Customer Experience 40

Customer Experience Reference Books Innovation 40

Peter Lavers

JANUARY 10, 2019

Peter Lavers contributes to a new e-book from Panviva: Build a Better Customer Experience – Tips from 10 CX Industry Experts! 10 leading influencers and innovators in the customer experience (CX) field have contributed to this great new e-book from Panviva, and I’m delighted to be one of them! .

Customer Experience 45

Customer Experience Download Customer Centricity 2019 45

Beyond Philosophy

JANUARY 16, 2018

The article’s author, though, quoted a study his company had conducted, saying that fewer than half of the CX professionals included felt that their colleagues shared this belief. The author had several suggestions for building customer-centricity.

Culture 83

Culture 2002 Customer Centricity 2007 83

C Space

JUNE 10, 2019

A sociologist, ethnographer, and author, she’s our in-house pathfinder, constantly mapping out ways for brands to innovate and push boundaries. Peter Fader: Customer Centricity is Not About “The” Customer. Amy Webb is a quantitative futurist and author of the book, The Big Nine: How the Tech. Password Protected.

E-support 53

E-support Customer Centricity Multi-Channel Innovation 53

ShepHyken

SEPTEMBER 18, 2017

Remember what Peter Drucker said: “You can’t manage what you don’t measure.”. Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author. How do you know what’s working (or not) if you don’t know your numbers? This article will help you create or refine your measurement strategy.

2017 82

2017 Article Customer Service Hospitality 82

Gainsight

APRIL 23, 2019

– Peter Komornik , CEO at Slido. Peter Komornik (CEO, Slido) and Jo Massie (VP of Customer Success, Slido) will share how their self-sufficient teams are closing the gap between people building the products and the people using them. – Peter Komornik , CEO at Slido. Catch this expert at Pulse 2019.

Management 49

Management 2019 Roadmap 2018 49

ShepHyken

MARCH 18, 2022

Peter Drucker said, “The bottleneck is always at the top of the bottle.” It means that the problems, failures, issues, toxicity, etc., in your organization – or any organization – start with the leadership team. . Here’s another way to look at it. When I heard that, I thought, “Darn, I wish I’d have thought of that one!” He is so right! .

Culture 64

Culture Leadership Customer Centricity Books 64

Education Services Group

MAY 6, 2021

What gets measured, gets improved.” – Peter Drucker. Peter Drucker was an American management guru that concisely articulated this next point about measuring and reporting outputs. The decision makers are the ones with the money and the authority for the renewal. Within five years you’ll be a national authority.

Customer Success 92

Customer Success Sales Social Media Reference 92