InMoment XI

MAY 3, 2024

Companies that prioritise understanding and meeting customer needs stand poised to thrive in a constantly changing marketplace. Foot Locker stands out as a beacon of innovation and customer-centricity. These include: Surveys: Structured feedback mechanisms to gather comprehensive insights into the customer experience.

Retail 260

Retail Return on Investment ROI Customer Centricity 260

InMoment XI

DECEMBER 15, 2022

Digital experience trends are the new road maps of modern day business. Think of digital experience trends being the new maps application in your business. Identifying digital experience trends will help you adapt your business to get ahead of your consumer, not behind them. Tune in below!

Social Media 529

Social Media Metrics Customer Journey 2019 529

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture Customers Customer Experience 492

InMoment XI

NOVEMBER 2, 2022

Imagine if you were still operating your business in the same way you were in 2019. Your customer experience (CX) program, like your business, needs to be able to grow and evolve to prove a return on investment. Why Is Showing the Value of Customer Experience So Difficult? Total nightmare, right? Let’s dive in!

ROI 493

ROI Return on Investment Airlines Call Center 493

Experience Investigators by 360Connext

MAY 7, 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience.

2024 143

2024 Healthcare Culture Customer Voice 143

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. Harness Existing Business Knowledge. That’s where a closed-loop system comes in!

Fashion 493

Fashion Communication Brands Financial 493

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. This happens because each party, due to their experience, sees the business through a different lens. Balancing Operations and Customer Experience: A Case Study. First, some context for our international readers.

Airlines 529

Airlines Customer Experience 2022 Financial 529

CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. You can try calling back and perhaps another office will have a supervisor.” It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

InMoment XI

JANUARY 4, 2023

Welcome back to the XI Café Podcast! Katie shares how CSC relaunched its CX program to transform the business from the inside out—this includes growing the CX team and launching a series of external and internal initiatives to increase member engagement, leading to a tangible uplift for the entire organisation and its members.

Engagement 439

Engagement Customer Engagement Innovation Technology 439

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Our customers’ time is precious, and we must respect it.

Metrics 151

Metrics Customer Service Workshop Measurement 151

ShepHyken

APRIL 23, 2024

Unfortunately, the car turned out to be a “lemon,” and he has taken it back to the dealer multiple times for various problems. Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as my friend’s automobile.

Customer Experience 132

Customer Experience Customer Service Training Workshop Advertising 132

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. CX leaders need to present strong business cases for every step of their journey.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! At least, it appears that way. Zohorik and Roland T.

2024 140

2024 Workshop Customer Service Training Customers 140

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Many, if not all, will apply to you and your business. How fast do you respond to customers? Happy New Year!

Customer Service 157

Customer Service Workshop Customer Service Training Connections 157

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 628

Automotive Competitive Advantage Customer Service Training Customer Service 628

ShepHyken

MARCH 4, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can a company create a positive employee experience during challenging times? What strategies can a company use to give back to its local communities? Creating an exceptional customer experience is essential for businesses.

Culture 82

Culture Wireless Customer Satisfaction Employee Experience 82

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? How can businesses think outside the box to create fan-like loyalty among their customer base?

Customer Experience 148

Customer Experience Entertainment Loyalty Customer Centricity 148

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? Both vehicles go back and forth to work without any problems. And both dealerships – Ford and Ferrari – provide stellar customer service. The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected.

Customer Experience 138

Customer Experience Transportation Hotels Airlines 138

Retently

MAY 15, 2024

Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience. Did you answer it, or did you close it and get back to reading?

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. They keep coming back, again and again!” . And, if that is the case with your organization, let me ask you this question: Do you know why they are coming back? . Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer.

Loyalty 173

Loyalty Books Customers Customer Service Training 173

ShepHyken

MAY 30, 2023

“Please put me back on hold. Not only was he correct in diagnosing the problem, but he also found a remedy: he hired Jeff Slutsky, a business expert known for his street fighter marketing tactics. About a year ago, Slutsky became the COO/CMO of the business and put his creative talent to work. What can we do to ease the pain?

Workshop 154

Workshop Customer Service Training Customer Service Customer Experience 154

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

CSM Magazine

MAY 9, 2024

In the push to keep clients coming back, AI’s smart solutions are leading the charge—merging innovation with that human touch. Thanks to AI’s power, sifting through massive chunks of information helps businesses get up close and personal with customer trends and necessities.

Customer Retention 52

Customer Retention Customer Experience Customers Customer Journey 52

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. Even if we don’t consciously recognize it when it’s happening, the value of that “something extra” makes us enjoy the experience and want to come back. He came back drenched. It stormed. They should be.

Workshop 145

Workshop Customer Service Training Customer Service Connections 145

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Experience Investigators by 360Connext

NOVEMBER 28, 2023

Ready to decode the new age of customer experience? Join Jeannie and her insightful guest Nate Brown , co-founder of CX Accelerator, as they decode the latest customer experience trends in the face of evolving consumer behavior. Ever wondered why some businesses are just a joy to deal with? Let’s talk!

2023 143

2023 Entertainment Touchpoint Connections 143

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. Why do our customers come back? You know it is!

Measurement 152

Measurement Net Promoter Score Customer Satisfaction Books 152

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 136

Customer Service Social Media Workshop Customer Service Training 136

ShepHyken

DECEMBER 12, 2023

Customer service and customer experience (CX) are more than what happens after the sale. It actually begins long before a customer ever makes a purchase. Then, there’s the experience during the sales process and what happens after the sale, which could include a typical customer support call and more.

Sales 92

Sales Customer Experience Workshop Customer Service Training 92

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

ShepHyken

FEBRUARY 27, 2024

Why does a company send out a customer satisfaction survey? Rather than focusing on short surveys, I would say companies should truly investigate the principles by which customers choose them and then try to match the survey to the customers’ willingness to help. The general consensus was that shorter was better.

2024 88

2024 Workshop Customer Satisfaction Customer Service Training 88

ShepHyken

JANUARY 31, 2023

He found that it often doesn’t cost much more to upgrade. So, I started thinking about this advice and how we can apply it to the customer experience. So, I started thinking about this advice and how we can apply it to the customer experience. What is the investment to call someone back? So, think about this for a moment.

Customer Service 140

Customer Service Hotels Customer Service Training Reference 140

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? They have great customer service. . They provide a great overall customer experience. . They always get back to you and are quick to respond. . Here are a few possible reasons: .

2022 130

2022 Customer Service Training Customers Customer Service 130