ShepHyken

JUNE 7, 2019

A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans. Many companies are well aware of this, of course. Think your business is an exception? Think again.

Connections 118

Connections Blog Customer Centricity Consumers 118

ShepHyken

FEBRUARY 1, 2019

This week we feature an article by Dawn Gucciardo who took my model of Six D’s to Creating a Customer-Centric Culture and applied it to developing and implementing a CRM software. – Shep Hyken. As a reference, Shep defines the Six D’s of Creating a Customer-Centric Culture in his Customer Service Blog: Define it.

Customer Centricity 88

Customer Centricity Culture Blog Reference 88

Strativity

DECEMBER 5, 2017

In light of this, companies large and small should take this as a wakeup call and ask themselves how could this happen? In simplest terms, there are two types of corporate cultures: self-centric and purpose-driven. Self-centric cultures evolve over time and celebrate individual achievements. And could it happen here?

Culture 40

Culture Sales Communication Connections 40

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Company Overview The first pages of your RFP will always be the “get to know you” section. For remote training?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 76

Article 2024 Customer Service Airlines 76

ShepHyken

MARCH 31, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Toister, explains why creating a customer service mantra is essential. A customer service mantra is a powerful part of any service culture. I like to ask audiences I speak to for examples of companies with customer-focused cultures. Shep Hyken.

Blog 94

Blog Culture Loyalty Programs Customer Service Representative 94

Daniel Group

DECEMBER 21, 2023

Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX Customer Experience doesn’t belong to a single department. My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX): B2B Industry Culture: What Should You Do for Business Success? CX and EX go together.

Culture 52

Culture B2B Competitive Advantage Employee Experience 52

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. It happens throughout the entire company. It must be part of the company’s culture. – Shep Hyken. So what can we learn about the customer culture at Southwest?

Blog 85

Blog Customer Service Airlines Culture 85

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Presentation 59

Presentation 2018 Blog Customer Experience 59

ShepHyken

AUGUST 30, 2019

By working to increase your customer lifetime value, you can afford to spend more on advertising, out-market competitors, and increase company profits. Most companies tell their customers about other products and services related to their purchase, but fail to mention why these products and services are valuable.

Blog 104

Blog Loyalty Programs Loyalty Lifetime Customer 104

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

DECEMBER 14, 2018

Successful cyber attacks have plunged organizations of all shapes and sizes into chaos, from private companies to governments. The post Guest Blog: Do customer experience teams take cyber security risks? Over three quarters (76 percent) of our respondents told us that they do have routing IT policy procedures.

Blog 103

Blog Customer Experience Government Article 103

Customer Bliss

MARCH 23, 2022

The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Furthermore, in the wake of the “Great Resignation,” companies in every industry are feeling upheaval. ” Attract the Right Talent Through a Culture of Trust.

Culture 139

Culture 2009 Document Travel 139

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. Also, they published the Culture Book (pictured). Zappos is a case study on how to create a customer-focused culture. Back to CX Accelerator Blog Home Igniting a passion for CX.

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Books Return on Investment Magazine Culture 266

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.

Feedback 94

Feedback Blog Customer Experience Contact Center 94

C3Centricity

FEBRUARY 13, 2024

Indeed, a survey by Salesforce reported that 76% of consumers expect companies to understand their needs and expectations. This blog delves into the critical role of continuous improvement and customer feedback, offering insights and strategies to help organizations stay ahead and resonate with their market.

Customer Insights 90

Customer Insights Feedback Insights Social Media 90

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

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

ShepHyken

FEBRUARY 23, 2018

In a wide range of customer service scenarios, this brick wall kind of result happens frequently- so much so, in fact, that it has become a kind of cultural joke that we can all laugh about and relate to, but there’s a missed opportunity here, and a chance to amaze and delight customers that have been tragically lost.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

ShepHyken

AUGUST 4, 2016

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, write about the importance of using customer data properly and aligning it with the internal culture of an organization. By reading between the lines, the shape of your company’s internal culture can emerge. WHY IS INTERNAL CULTURE RELEVANT?

Culture 81

Culture Blog Social Media Customer Service Representative 81

Help.com

OCTOBER 13, 2014

A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. At Apple, insiders credit much of the company’s success in retailing to the cultural fit Apple looks for and inspires in its personnel. That service is based on a corporate culture. Micah Solomon guest post: .

Culture 40

Culture Customer Focused Competitive Advantage Hotels 40

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

Strativity

JUNE 9, 2014

People create culture- so why is it so hard for people to change it? Culture is made up of many influences over the course of a long period of time. When you’re changing culture, you’re changing the intangible. Companies try to find the quick fixes, but they tend to backfire or make issues worse. It’s not a written law.

Culture 40

Culture Feedback Blog Customer Experience 40

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

ShepHyken

OCTOBER 5, 2018

This week we feature an article by Brad Birnbaum who writes about how important it is for companies to deliver great service and create amazing experiences in order to compete with the big retailers and resellers. – Shep Hyken. The post Guest Blog: Experience Will Set Direct-to-Consumer Brands Apart. Convenience Won’t.

Consumers 83

Consumers Blog Brands Retail 83

ShepHyken

NOVEMBER 29, 2019

Support experience, overall experience, company culture, quality of product/service, are the major factors that decide how your brand makes the customer feel. As social networks open up new avenues for company reviews, companies have adopted their workflows to address their concerns at the point of origin.

Technology 131

Technology Blog Customer Experience Social Media 131

LiveChat

JANUARY 24, 2017

When it comes to delivering exceptional service, there’s a big competition among companies. If you want to be one of the companies that uses customer service as their leverage, there’s no other way than to implement the customer centric culture in your company. Their brand is inspiring customer centric culture.

Customer Centricity 31

Customer Centricity Culture Social Media Customer Satisfaction 31

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. Ideally, reading customer service blogs is an essential step to accelerate the success of your business. Check out last year’s top Customer Service blogs here. Salesforce Blog. Doesn’t it make sense? Customer Think.

Blog 70

Blog 2015 Customer Service E Commerce 70

Comm100

MAY 25, 2022

In the end, consumers will “put you on blast,” and you may find yourself staring down the barrel of a social media witch hunt if your company comes up short. However, customer culture has changed dramatically. The post Guest blog: The Future of Customer Service: Changes & Challenges in 2022 appeared first on Comm100.

2022 52

2022 Blog Contact Center Customer Service 52

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. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

BlueOcean

APRIL 24, 2024

One of the more complex aspects of upholding the standards a company values is ensuring its vendors are similarly committed. And so it’s the RFP, pack horse that it is, that enables companies to first discern whether potential vendors measure up. This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Government Measurement Document 177

ShepHyken

DECEMBER 13, 2019

CX Network has comprised these checklists to help and advise telecoms firms on how to select the best CX vendors for their company and secure financial backing for their CX initiatives from stakeholders. Every organization has a philosophical culture and style of communication. Preparation checklist. Know your limits. Do yours match?

Blog 101

Blog Demo Competitive Advantage Insurance 101

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. However, these changes only take the company so far. What is B2B Industry Culture?

Culture 52

Culture B2B 2005 Definition 52

Experience Investigators by 360Connext

DECEMBER 29, 2014

We know they craved information which helped them take action and get results, and that’s what our blog is all about. Customer or Company Mission? How do smart companies maintain a customer-centric culture as they grow? Are you ready to make 2015 even better? The desire to get things done easier and faster is not new.

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2015 Customer Experience Customer Journey Mapping Touchpoint 300

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. While such approach could be costly at first, it’s more likely to contribute the long term success of your company. Shep Hyken.

Hospitality 81

Hospitality Blog Hotels Customer Service 81

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

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. BUSTED – Companies that score extremely high marks in customer service go well beyond the philosophy of “ the customer is always right.” I am a big advocate of the policies and procedures myth! Shep Hyken.

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Blog Customer Service Communication Customers 0