Peter Lavers

DECEMBER 28, 2016

Peter Lavers’ blog on the “Forging the link between customer experience and innovation” has been published on IBM #ThinkMarketing. The post “Customer Experience and Innovation” blog published on #ThinkMarketing appeared first on Think CX. Read it here.

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Blog Innovation Customer Experience Customers 40

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

Brad Cleveland Blog

AUGUST 4, 2022

The world is changing and customer expectations are evolving so innovation is the heartbeat of customer experience. Innovation’s a cool word but at its heart is change so you have to be intentional about encouraging and enabling change. But how do you innovate?

Innovation 26

Innovation Customer Experience Customer Expectations Customers 26

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

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Financial 2023 Blog Customer Experience 76

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. But as a customer experience consultant, I’ve found the opposite to be true. It’s the department-spanning nature of customer experience that is precisely why governance is so important to innovation.

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Government Innovation Customer Experience Consulting 29

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

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Technology Blog Customer Experience Social Media 130

Brad Cleveland Blog

JULY 15, 2021

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate? … The post Everyone has a role in customer experience innovation first appeared on Brad Cleveland.

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Innovation Customer Experience Books Customer Expectations 32

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

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Customer Service Contact Center 2022 Magazine 251

One Millimeter Mindset

DECEMBER 10, 2018

These 5 little One Millimeter Mindset workplace collaboration blog posts wrap your brain around the notion that collaboration no longer is a “nice to have” soft skill. Workplace collaboration is a professional development and innovation strategy. We end up serving our customers, better and better, as well. Enjoy this blog post?

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2018 Blog Workshop Innovation 65

Brad Cleveland Blog

NOVEMBER 23, 2021

The term “governance” might feel out of place in the context of customer experience innovation. But as a customer experience consultant, I’ve found the opposite to … Continue reading → The post Good Governance Boosts Customer Experience Innovation appeared first on Brad Cleveland.

Government 26

Government Innovation Customer Experience Consulting 26

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. Shep Hyken.

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Blog Customer Experience Retail Consumers 118

ShepHyken

SEPTEMBER 23, 2016

This week on our Friends on Friday guest blog post my colleague, Brie Tascione, writes about the importance of improving the customer experience in the healthcare industry to improve loyalty and reduce frustration. Any service industry today must keep up with the technological advances when communicating with their customers.

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Healthcare Loyalty Blog Insurance 127

Brad Cleveland Blog

JULY 15, 2021

The world is changing, and customer expectations are evolving. So, innovation is the heartbeat of customer experience. But how do you innovate?

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Innovation Customer Experience Books Customer Expectations 26

One Millimeter Mindset

SEPTEMBER 29, 2021

Professionally reset with these four blog posts. Plus, you may not have had time to thoroughly read these September blog posts. You just may find that each blog post offers you a new reflection, advice, actionable insight, or tip that is even more relevant and valuable as you reflect upon the past month. Pause and breathe.

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Blog Innovation Travel Leadership 88

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4.

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Blog Customer Retention B2C Workshop 70

One Millimeter Mindset

APRIL 27, 2022

Or are you focusing on becoming more comfortable generating innovations, as well? I remain purposely focused on catalyzing your professional innovation, one millimeter at a time. Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Coach |. Are you risk-averse or not?

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2022 Blog Innovation Consulting 90

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience.

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Blog Social Media Mobile Customer Service Innovation 126

ShepHyken

FEBRUARY 3, 2017

This week on our Friends on Friday guest blog post my colleague, Chip Bell, shares his concept of kaleidoscope service with some great examples. Innovative service has the same emotional influence and poignant hold on customers. Good” is the key to customer retention; but “unique” is the secret to customer advocacy.

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Blog Hotels Innovation Books 69

ShepHyken

SEPTEMBER 6, 2019

This week we feature an article by Christina Lutrell about understanding the shifting consumer experience while maintaining your customer’s trust. As we know, consumer experience and expectations have changed rapidly in response to new technologies, market forces and security concerns. Fast, Easy and Secure.

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Consumers Blog Loyalty Document 92

Advantage Communications

JANUARY 30, 2020

Advantage Communications , a top Canadian contact center that uses innovative new technologies to design superior customer experience strategies for its clients’ customers, has won an award for its “highly valuable” blog content.

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Blog Communication Contact Center Innovation 59

Experience Investigators by 360Connext

FEBRUARY 18, 2015

We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation? What do you think?

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Innovation Feedback Automotive Social Media 259

ShepHyken

NOVEMBER 16, 2018

Today, a typical customer expects a prompt response and fast service from any business. Customers are connected. Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. How and why has technology changed the way consumers behave?

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Consumers Technology Blog Chief Customer Officer 95

ijgolding

SEPTEMBER 15, 2016

This can range from anything between helping you purchase a belt on Topshop to answering a customer service query regarding the location of a parcel. Fashion retailer H&M adds a sales associate into your shopping experience through the use of their own bot. How are these being used in the real world?

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Innovation Customer Experience Fashion 2006 0

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. They work at understanding the emotions that are native to certain customer experiences, such as wearing that gown at a hospital or doctor visit. So, practice emotion-driven innovation.

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Innovation Loyalty Chief Customer Officer Hospitality 221

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. ” Calculating Versus Giving Customers Joy.

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Magazine Metrics Customer Centricity Books 288

ShepHyken

SEPTEMBER 22, 2017

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind?

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Blog Wireless Government Entertainment 81

Experience Investigators by 360Connext

MARCH 18, 2015

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. We read blogs, follow influencers, attend networking events, yes. Post by 360Connext – Customer Experience Investigation. How will we use this technology to better our experiences?

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Interaction 2015 Innovation Fashion 275

Experience Investigators by 360Connext

FEBRUARY 23, 2015

This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation. Any industry can learn how to hear customer feedback and weigh it against what’s next.

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Innovation Consumers Social Media 2016 262

Interactions

MARCH 28, 2024

There is a way to balance the need for immediate impact with the pursuit of transformative, slower-burning innovations. Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations.

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Contact Center Innovation Consumers Interaction 62

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

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Feedback Blog Customer Experience Contact Center 94

One Millimeter Mindset

JULY 3, 2018

It is time for a mid year workforce innovation break! This midyear workforce innovation blog post review links to the top 5 blog posts that readers find relevant and valuable. As a Professional of Worth, target continuous collaborative workforce innovation. Subscribe to my blog. Start with one person.

Innovation 44

Innovation Blog Engagement Workshop 44

One Millimeter Mindset

DECEMBER 12, 2018

Customer retention is a business growth, expansion and sustainability strategy. However, in reality, customer retention is firmly in the hands of everyone else in the organization who usually is not part of the customer acquisition process. Retaining Customers involves All Hands on Deck. Enjoy this blog post?

Customer Retention 63

Customer Retention Blog 2018 Workshop 63

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform.

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Blog Omnichannel Social Media Retail 79

ShepHyken

JANUARY 19, 2018

I really like anything that can offer convenience for our customers. – Shep Hyken. But this innovative, final-mile delivery method can also be a secret weapon for retailers. But this innovative, final-mile delivery method can also be a secret weapon for retailers. Enhancing the Customer Experience.

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Blog Retail Return on Investment Transportation 74

C3Centricity

FEBRUARY 13, 2024

Last week I spoke about the importance of actioning customer feedback. And customers expect businesses to be constantly adapting and preparing for their future needs. Thriving in this dynamic environment requires a commitment to continuous improvement and a deep understanding of customer needs and preferences.

Customer Insights 90

Customer Insights Feedback Insights Social Media 90

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

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2023 Customer Service Contact Center Customer Centricity 207

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Think of it as a telephonic IVRS analog for customer support.

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Blog Social Media Healthcare 2017 75