ShepHyken

AUGUST 9, 2021

Customer Experience Starts – and Stops – With Emotions by Kristi Knight. CMSWire) By understanding and tapping into those emotions, brands can build powerful connections that create fierce advocates. My Comment: This is an interesting article about how a customer’s emotions play into the overall customer experience.

2021 147

2021 Article Customer Service Social Media 147

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! Satisfying your customers is not enough. Satisfactory is a rating.

Books 165

Books Loyalty Customer Service Training Customers 165

ShepHyken

AUGUST 6, 2018

My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one.

Article 67

Article Customer Service Social Media 2018 67

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

Books 79

Books Social Media 2006 Blog 79

ShepHyken

OCTOBER 29, 2019

Companies with a Soul are the Future of Customer Experience. Understanding Companies and Customers of the Future. They discuss her new book, The Customer of the Future: 10 Guiding Principles for Winning Tomorrow’s Business , focusing on the psychological, technical, and experiential components of building a good customer experience.

Employee Experience 82

Employee Experience Culture Books Technology 82

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. The culture: This is the kind of organization you want to be affiliated with. “People don’t buy what you do; they buy why you do it.”

Culture 134

Culture Customer Service Training Books Customers 134

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. My latest book, Would You Do That To Your Mother? The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received.

Books 100

Books Hospitality Hotels Article 100

ShepHyken

DECEMBER 20, 2018

But, how do you think a customer feels when we see the deal, then calls the company to ask for the same deal, and is told that it’s just for new customers? A successful customer experience strategy is a result of the company’s culture. Three C’s of Customer Service Success. Each year I read about 40 books.

Article 122

Article Customer Service 2018 Books 122

ShepHyken

SEPTEMBER 30, 2020

It’s more than just the front line interacting with customers. If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. So, the next question is what influences a good customer experience?

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Customers 127

ShepHyken

APRIL 18, 2022

My Comment: Annette Franz is the author of Customer Understanding and the recent book, Built to Win , which is about creating a customer-centric culture that drives value. In this article, she approaches a concept from both books, which is about customer understanding being the cornerstone of customer-centricity.

Article 71

Article 2022 Customer Service Retail 71

ShepHyken

DECEMBER 5, 2022

An updated loyalty program can help keep you connected to customers. Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. First, create an empathetic connection.

Article 71

Article 2022 Customer Service Hospitality 71

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. Some companies get it and they’re creating an emotional connection that brings them loyal fans. Goldstein has hit on a key point about customer experience. Sprint: Emphasis on Profits.

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. Think about how big these brands are and how they have woven their way into our culture. How do you connect with your customers? Do you promote online conversations that intrigue and engage your customers?

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journey Mapping Culture Workshop 137

ShepHyken

JULY 15, 2022

And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. You offer them a free 14-day trial to your program and send them a hard copy of a great book that you mentioned on the call. . No problem.

Workshop 132

Workshop Social Media 2022 Article 132

Customer Bliss

JUNE 22, 2020

Not just customer focus or investor shareholder-oriented, right? They were focused on the well-being of all of their stakeholders because they’re all connected.” Well, what are the equivalent forces in a human organization? Look After Employees’ Well-Being. So they were really stakeholder-oriented, right?

Leadership 200

Leadership Healthcare Books Feedback 200

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer Centricity Books Culture 92

Kustomer

NOVEMBER 1, 2021

The Modern Podcast – A leader in customer experience, host Blake Morgan is a keynote speaker, customer experience futurist, and contributor to Forbes and the Harvard Review. She has also authored two books on customer experience. Discover an energized, connected community offering inspired solutions from around the globe.

Customer Service 98

Customer Service 2004 Entertainment Download 98

ShepHyken

SEPTEMBER 26, 2016

My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Now, there are multiple channels for the customer to use to connect to a company. Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. Follow on Twitter: @Hyken .

2016 122

2016 Article Customer Journey Mapping Customer Service 122

AskNicely

JUNE 22, 2018

W ant to amp up your brand’s customer experience, but aren’t sure where to start? Christina Burns, VP of Customer Success at Ruby Receptionists , is here to give us the secret to a truly customer-obsessed company culture: be first and foremost employee-obsessed. BOOK A DEMO. Hit us up on Twitter @asknicely !

Net Promoter Score 60

Net Promoter Score Events Demo Culture 60

Beyond Philosophy

OCTOBER 20, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. And, if you can add an emotional connection, even better. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. The 27 Best Customer Service Books by Mathew Patterson.

2016 78

2016 Article Customer Service Books 78

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

JULY 5, 2016

To make the brand or company more attractive, and have greater impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization. Much of this is, culturally, operationally, and from a communications perspective, what we have been describing as “inside-out advocacy” for years.

Customer Experience 84

Customer Experience Customer Centricity Leadership Culture 84

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Culture 105

Culture Metrics Workshop Hotels 105

Kustomer

MAY 28, 2020

Blake suggests that this is happening because of the nature of CEOs and their short time investments in companies along with the need to change culture. Changing a company’s culture and being willing to make a long term investment into customer experience isn’t always appealing and is not a quick fix. She does keynote speaking.

Culture 52

Culture Books Customers Competitive Advantage 52

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Obsess and Share – Don’t make this the “year of the customer.”

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

BirdEye

NOVEMBER 8, 2023

Facebook Though it started as a social networking site, Facebook has become a social commerce platform, connecting businesses with customers worldwide. Current and former employees can anonymously review companies and share insights about company culture, salaries, and the work environment.

Travel 57

Travel Hotels Social Media Healthcare 57

Comm100

AUGUST 17, 2022

Answer: “The companies that figured this out started investing in this, started training people to deliver on it, not just frontline customer service reps, but entire organizations go through training to be more customer-focused. Everybody has a customer, whether it be the outside customer or an internal customer.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017.

Airlines 152

Airlines 2017 Metrics Social Media 152

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). If you don’t recognize their names, you should get to know them because their ideas will have much to do with future stakeholder-centric cultures.

Leadership 60

Leadership Engagement Customer Centricity Culture 60

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. But if you want to be customer-focused, you have to do it. Aided listening. Experiential listening.

Social Media 195

Social Media Leadership Customers Brands 195

ijgolding

AUGUST 12, 2018

They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management. With this in mind, how do organisations determine what really does make customers happy? Enjoy the read!!

2013 74

2013 Customer Journey Definition Magazine 74

Michelli Experience

JANUARY 26, 2016

Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business. In the context of my “goodness of fit” interview, I now ask questions like: How do you wish to significantly impact the life of your people and customers?

Leadership 60

Leadership Automotive Hotels Culture 60

Beyond Philosophy

DECEMBER 5, 2017

However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy. Company goals now include building a corps of employees who perform at proactive, customer-centric levels beyond engagement and satisfaction.

Engagement 68

Engagement White Paper Definition Consulting 68

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. Jeff Toister is the bestselling author of The Service Culture Handbook.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ClearAction

JANUARY 4, 2020

“Employees who are engaged as customer advocates are more fulfilled in their jobs,” explained Bill Cusick, former VP-Customer Experience & Brand Management at Zurich North America, and author of the book, All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48