GetFeedback

AUGUST 14, 2019

So, what’s a company to do to earn an even better CSAT score? Back to the question about what a company should do to ensure even better CSAT scores. Once you rest on your laurels, you’ve lost because: Expectations change: What delights customers today may no longer delight them tomorrow. Design a customer-centric culture.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Ultimately, customer service and contact centers have not been immune to these changes. However, customer culture has changed dramatically.

2022 52

2022 Blog Contact Center Customer Service 52

ShepHyken

FEBRUARY 8, 2019

However, I want to discuss one of the crucial elements that companies and their contact centers tend to ignore when aiming to provide good customer service experience and obtain high CSAT rating. This will lead to a better company image and potentially increase productivity and performance. That element is employee feedback.

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Feedback Blog Customer Experience Contact Center 94

Daniel Group

JANUARY 25, 2024

Want to make your customer experiences memorable at your company? And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX. Guidelines Be mindful of your customers: Consider how they may react based on their preferences and cultural backgrounds.

Loyalty 52

Loyalty 2024 Workshop Culture 52

Daniel Group

NOVEMBER 20, 2023

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. They made many changes to their processes and systems, which resulted in improvement.

Culture 52

Culture B2B 2005 Definition 52

ShepHyken

AUGUST 25, 2017

Its goal is to help speed up a company’s ability to provide important information to consumers. More so, some reports indicate chatbots are money-saving tools companies can’t overlook. View a chatbot as an extension of your brand — it’s the first interaction many consumers will have with your company!

Blog 147

Blog Customer Service Poor Customer Service Consumers 147

ShepHyken

APRIL 12, 2019

Whether due to feeling overworked or underappreciated, setting realistic expectations upon hire and educating seasonal staff on their role and company mission is an effective way to control employee churn. The post Guest Blog: How to Get the Most from Seasonal Customer Service Employees appeared first on Shep Hyken.

Blog 107

Blog Customer Service Tourism Retail 107

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Customer Management Practice is the analyst, advisor and industry network that helps companies turn customers into raving fans.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Cross-departmental collaboration is a reflection of a healthy internal culture. The result is a series of micro-cultures that aren’t always compatible. Shep Hyken.

Blog 83

Blog Culture Measurement Article 83

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. Creating and sustaining a customer-centric culture was the subject of a recent podcast. Customers never came first because we did not have a customer-centric culture at British Telecom. Customers never went first.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

CX Accelerator

JANUARY 11, 2021

When I was first introduced to the company I read everything I could find about their culture, training, leadership philosophy, and Tony. Zappos taught me that my idea of positively changing a customer's day one interaction at a time was not a lofty ambition but an achievable goal. Back to CX Accelerator Blog Home

Books 182

Books Return on Investment Magazine Culture 182

ShepHyken

NOVEMBER 17, 2017

Although the idea of customer engagement is still the same, what has changed in consumer culture in the second decade of the 21st century is the way businesses connect with customers. Customers today will engage with your business if they feel a connection during their entire experience interacting with your company.

Customer Engagement 81

Customer Engagement Blog Engagement Hotels 81

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Cause: If your employees do not understand their role in the company mission or feel valued in the company’s success, it is not their fault.

Communication 81

Communication Blog Leadership Airlines 81

ShepHyken

DECEMBER 13, 2019

When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor. Look for suppliers who have been in business for a while without changing firms every few years. Every organization has a philosophical culture and style of communication.

Blog 101

Blog Demo Competitive Advantage Insurance 101

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. They are adaptive to changes. While such approach could be costly at first, it’s more likely to contribute the long term success of your company.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. This is the idea on which we founded our entire company — omni-channel customer service communication. The idea that when your customer changes the channel (i.e.

Blog 89

Blog Customer Service 2005 Social Media 89

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. It’s this quote that is motivating me to write this blog post for you. In this blog post, I’m going to share: Stories of great companies and leaders who speak truthfully. This quote summarizes why. “A

Culture 103

Culture Hospitality Feedback Communication 103

ShepHyken

JUNE 8, 2018

The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. We’re Lightricks , by the way, a company that’s behind the Enlight suite of creative apps on iOS: Photofox , Quickshot and Videoleap. and can change with each interaction. Stay away from scripts.

Blog 75

Blog Social Media 2018 2017 75

ShepHyken

SEPTEMBER 29, 2017

It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. Every team inside a company impacts the customer experience. But when a team makes changes to their plan, how do their changes impact the overall experience?

Blog 54

Blog Measurement Interaction Article 54

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. Author’s note: though I’m a GenXer, myself, I confess that the Millennial world has changed the way I think about being a customer.

Blog 90

Blog Customer Service Contact Center Customers 90

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Banking 79

Banking Culture Engagement Leadership 79

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Beyond Philosophy

JUNE 13, 2019

While we do see companies doing an excellent job of connecting the two, we also see many that have a long way to go. Other times it has to do with what the company incentivizes. Let’s assume they want customers to feel they can trust the company, as well as feel cared for and pleased with their experience.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Some companies are forming book clubs and asking nearby college professors to help facilitate them. Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. Maybe instead of books you recommend articles or blogs to discuss.

Books 273

Books Customer Experience Net Promoter Score Culture 273

TechSee

AUGUST 14, 2023

Follow on LinkedIn Blake Morgan, Customer Experience Futurist, Bestselling Author, Keynote Speaker Blake has been studying customer experience for over 15 years and has flown to the far corners of the earth to find out what is the secret sauce of the world’s most customer-centric companies. ’s 9 Binge-Worthy Marketing Podcasts.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Integrity Solutions

JUNE 11, 2020

There’s never been a better time to step up to more transformative culture change — to increase transparency and shift the culture with a greater focus on customers, employees and the community. So, they started making some significant changes — to product portfolios, compensation plans and other areas. By Bob McCarthy.

Culture 91

Culture Banking Financial Sales 91

Experience Investigators by 360Connext

OCTOBER 20, 2014

RULES are established instead of culture. Following the rules is not fun, but believing in a culture is. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Quick hires are made based on skill sets, not the actual whole person.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Customer Bliss

JUNE 9, 2021

Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Through leadership guidance and company actions, they are establishing more balanced relationships, where both sides win. – Ernest Hemingway. Level the playing field.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

COPC

JULY 17, 2018

In our periodic blog series, Ask the Experts, we ask COPC Inc. Ask the Experts, we discussed change management with Judi Brenstein, COPC Inc. Ask the Experts, we discussed change management with Judi Brenstein, COPC Inc. Why we are making the changes . Who will be most impacted by the changes . vice president.

Blog 40

Blog Management E-support Culture 40

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Given the importance of customer service productivity, this blog explores actionable strategies to improve agent productivity, enabling your team to work smarter, faster, and more effectively.

Omnichannel 53

Omnichannel Social Media Customer Satisfaction Culture 53

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. Blogs for Product Managers. Bookmark this list and get through it bit by bit. Books for Product Managers.

Books 80

Books Blog Management Leadership 80

Customer Bliss

JUNE 8, 2020

In your experience, what’s been your biggest challenge regarding disruption to the company culture toward a more customer centric or customer enlightened one? One of the changes is to get a buy-in from stakeholders and supporting units. Get blog posts, articles, and videos straight to your inbox by subscribing below!

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Daniel Group

MAY 25, 2023

In our latest blog , I outline the powerful role that senior leaders can play in establishing what actually matters to the organization. It is an ongoing process that really is more about changing the company culture. Cultural change takes time and effort. Managing the ongoing process.

Government 52

Government 2023 Culture Touchpoint 52

Alida

OCTOBER 17, 2017

This article is a guest blog post from Ed Bennett, a digital strategy expert and president and CEO of Ed Bennett Consulting. In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience. . Instill a culture of patient-centricity. The time to improve is now.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Win the Customer

SEPTEMBER 12, 2023

Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience. Amazon, a company known for its customer-centric approach, has excelled in this area.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59