ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives? Break down silos and encourage collaboration to deliver amazing customer experiences.

Customer Experience 94

Customer Experience Customer Centricity Culture Leadership 94

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. They prefer a relaxed travel experience, focusing more on enjoyment rather than planning. Start by understanding who the leading players are (even if they are not direct competitors).

Travel 109

Travel Marketing Social Media Hotels 109

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Simply put, Conversational AI enables businesses to harness innovations like Generative AI to automate or augment customer interactions.

Culture 124

Culture Virtual Agent Innovation Technology 124

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

Books 78

Books Customers Insights Marketing 78

ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Books 52

Books Customer Success Webinar Communication 52

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop. Was it easy?

Hotels 78

Hotels Books Reference Travel 78

CSM Magazine

APRIL 17, 2024

In today’s always on economy, customer experience managers face the challenge of meeting consumer expectations round-the-clock. Enter chatbots – the tireless, automated assistants revolutionizing customer service. Robust Analytics Chatbot analytics are invaluable for customer experience managers.

Multi-Channel 52

Multi-Channel Social Media Customer Confidence Customer Experience Management 52

Beyond Philosophy

APRIL 23, 2021

Emotions rule your customers’ buying decisions. Sure, their rationality weighs in sometimes, too, but often, it’s the emotional side that drives customers to buy. These two parts of us, the emotional and the rational represent the two ways of thinking that serve as the foundation for understanding customer behavior.

Government 174

Government Books Customer Experience Management Customers 174

Beyond Philosophy

AUGUST 27, 2022

It is based on our instincts and experiences, and our need to find patterns for things in our lives. Robin Hogarth’s book, The Myth of Experience , can help. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. Complete this short survey.

Books 141

Books Consulting Financial Customer Experience 141

Bill Quiseng

MARCH 1, 2021

“You will be the same person in five years as you are today except for the people you meet and the books you read.” Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton.

Books 148

Books Leadership Hospitality Consulting 148

BirdEye

OCTOBER 3, 2023

However, according to customer experience expert Jay Baer, these reactions will only backfire. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. Want to hear the full conversation?

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Management Net Promoter Score 2002 174

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 80

2024 Article Customer Service Government 80

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 189

Management Insurance Net Promoter Score Connections 189

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. Managing the positive impact of a viral moment is key to getting those new customers to come back.

Article 80

Article 2023 2028 Customer Service 80

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. And satisfied customers will leave when they find something better or less expensive. And be sure to read her book, Built to Win.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Beyond Philosophy

OCTOBER 15, 2020

Customer Experience , like everything else in the world, is changing. What customers want and what they do is changing, too. He compares where we are for the transformation of Customer Experience as the transition from driving cars with gauges to driving Indy cars. Clues Send Signals in Experiences.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

COPC

MARCH 11, 2024

This guide sheds light on the multifaceted nature of employee retention, aiming to enhance customer satisfaction and other key performance indicators through careful questioning and thoughtful leadership actions. Did we mistake any “experience proxies” for actual skills? This is a recruitment quality metric.)

Call Center 98

Call Center Contact Center Culture Engagement 98

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. For example, its AI-powered tool, BirdAI , can manage customer feedback and reviews without you having to spend extra time on it.

Marketing 58

Marketing Social Media Healthcare Multi-Channel 58

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. A relationship survey is used to gauge the strength of the overall relationship with a customer, and a transactional survey is used to understand how the latest interactions with customers are going.

Net Promoter Score 118

Net Promoter Score Download Voice of Customer Books 118

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Insights 153

Insights Customer Experience 2021 Books 153

Beyond Philosophy

APRIL 16, 2021

For such an important topic that can be awkward for people, it seems there should be books, podcasts, training, and everything else on it. These rules for managing company politics are here because no one ever officially tells you how to deal with them. Understand how to play chess. Focus on the customer. Do a good job.

Management 148

Management Books Consulting Measurement 148

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. 7 Top AI Trends in Customer Service by Zendesk. EnterpriseAI) Ever-evolving technology is constantly changing how customer service is done. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres.

Article 70

Article 2022 Customer Service Loyalty Programs 70

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service.

Hospitality 75

Hospitality Exceptional Customer Service Hotels Travel 75

BirdEye

FEBRUARY 23, 2023

Artificial Intelligence (AI) is taking the world by storm, transforming how local businesses operate and interact with customers through digital channels. The rapid development of AI is creating a new era of innovation as companies seek to use technology to stay ahead of the competition and meet the evolving needs of their customers.

Customer Experience 94

Customer Experience Touchpoint Books Social Media 94

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? It is when it happens. Can you meet it?

2021 145

2021 Article Customer Service Social Media 145

CSM Magazine

MAY 6, 2024

Improving customer service in the auto transport industry involves offering custom solutions tailored to each client’s unique needs. Utilizing customer portals and GPS tracking for better communication with customers also plays a crucial role in improving overall satisfaction. But it doesn’t stop there.

Transportation 52

Transportation Customer Satisfaction Customer Service Automotive 52

ProProfs Chat

JUNE 30, 2020

It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them. That’s the true essence of customer service experience. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. The team were much more comfortable hanging out in these constraints than finding a way to do more for customers. Customer Experience Information & Resources. How can we help?

Call Center 89

Call Center Leadership Culture Consulting 89

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Answer the question: What is the experience we want to deliver for our customers?

Customer Experience 59

Customer Experience Webinar Books NPS 59

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service.

Hospitality 67

Hospitality Exceptional Customer Service Hotels Travel 67

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. If we review Jayride for example.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating customer loyalty starts with an impression that sticks.

ROI 143

ROI Books Customers Definition 143

SurveySparrow

AUGUST 14, 2023

Picture this scenario: A patient walks into a healthcare facility, not merely seeking medical attention but yearning for empathy, efficient communication, and a seamless experience from start to finish. As the healthcare industry witnesses this paradigm shift, the significance of customer experience in medical terms has never been greater.

Healthcare 52

Healthcare Customer Experience Books Feedback 52

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Loyalty 157

Loyalty Call Center Customers Consulting 157