Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Customer Experience Strategist at Genesys, respectively. Original Article by Jon Arnold.

Books 52

Books Customer Centricity Advertising Culture 52

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. Becoming customer-centric will be the goal of most businesses this year.

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

Joe Rawlinson

JANUARY 19, 2017

You’ll never ensure positive customer experiences by parking yourself behind a desk and barking orders every day. If you want to shift into a more customer-centric culture, you need to lead the change. Treating your employees with respect will create loyalties that are not easily broken. Getting Your Hands Dirty.

Customer Centricity 107

Customer Centricity Culture Leadership Call Center 107

Bill Quiseng

MARCH 15, 2022

Read on to find out how you can be “Built to Win” customers. And be sure to read her book, Built to Win. Details of the book are linked at the end of this post. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. Short and sweet – and right to the point.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

Stella Connect

SEPTEMBER 20, 2021

She is an internationally recognized customer experience thought leader, coach, keynote speaker, and author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business). The connection between engagement and performance is real. Know your part.

Connections 64

Connections Engagement Contact Center Culture 64

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

COPC

JANUARY 9, 2024

Lance Gruner: Our journey is rooted in our core purpose of connecting and powering an inclusive digital economy that benefits everyone. A few years ago, we recognized the importance of enhancing our Global Customer Care team. We also look at how the service experience impacts customer loyalty and lifetime value.

Customer Experience 76

Customer Experience Net Promoter Score 2024 Customer Care 76

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Chief Customer Officer 2.0 The 5 Customer Leadership Competencies. This book, her third, is a book for this era for any leader looking to make real change.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

ShepHyken

SEPTEMBER 3, 2019

Customer Centricity in Business. Building a Customer-Centric Company with Long-Lasting Value. They discuss their new book, The Customer Centricity Playbook , and the “ Customer Centricity Manifesto ,” which teaches individuals and organizations how to build a customer-centric culture.

Customer Centricity 94

Customer Centricity Loyalty Programs Loyalty Metrics 94

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. So now what do we do to build Customer Loyalty?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

LoyaltyPlus

SEPTEMBER 1, 2021

Deloitte research has found that at the peak of the lockdown measures, several European countries experienced a staggering 99% decrease in bookings on popular accommodation sites when compared to 2019. Unsurprisingly, customer relationship management (CRM) solutions will become even more integral to the success of an organisation than before.

Loyalty 52

Loyalty Airlines Hospitality Hotels 52

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. Research shows that 83% of travelers read reviews before finalizing a booking.

Travel 108

Travel Marketing Social Media Hotels 108

ijgolding

SEPTEMBER 21, 2015

As recently as June 2015, I wrote a review of the new offering from Chief Customer Officer ‘guru, Jeanne Bliss – (Chief Customer Officer 2.0) The book has been designed to specifically do the following: ‘Inspire’ – through the sharing of stories and their underlying customer centric philosophy.

Books 91

Books Brands Customer Experience Chief Customer Officer 91

Oracle

APRIL 22, 2020

In a recent US Chamber of Commerce article , Kit Yarrow, a consumer psychologist, states, “Businesses that recognize that connectedness is ‘a human imperative’ and adapt accordingly, will strike a more resonant chord with consumers and stoke their loyalty long term.” Offer a helping hand. ”

Connections 91

Connections Government Hospitality Healthcare 91

Beyond Philosophy

FEBRUARY 5, 2015

Beyond simply selling a product or service, these ‘experiential brands’ connect with their customers. These companies, and their employees, are also invariably quite disciplined and well-trained in the why’s and how’s of customer experience. All employees have the responsibility of providing customer value.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

ShepHyken

APRIL 18, 2022

Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. Customer Understanding: Why Is It the Cornerstone of Customer-centricity? by Annette Franz. (CX

Article 69

Article 2022 Customer Service Retail 69

Experience Investigators by 360Connext

APRIL 9, 2015

Consider these examples: The company is a leading content, commerce and technology company that provides customers easy and convenient access to books, magazines, newspapers and other content across its multi-channel distribution platform.- How do you want customers to experience your brand? Barnes & Noble. Nationwide.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

ShepHyken

MARCH 18, 2024

Here’s another take on this excellent topic with a compelling point loyal customers are different than your brand fans. And beyond loyalty is a brand fan. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 79

2024 Article Customer Service Government 79

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Article 69

Article 2022 Customer Service Hospitality 69

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. Prioritize personalization and make a commitment to deliver highly personalized experiences to your customers.

Marketing 69

Marketing 2024 Social Media Download 69

Beyond Philosophy

NOVEMBER 19, 2014

Great ads create a great emotional connection, and many times, don’t even involve a product or service. When they can evoke empathy, joy, laughter, or inspiration from the audience, they connect with us and embed in our memories, colored with the feelings we had when we watched them. It’s great!”. Sainsbury’s Christmas Ad.

Net Promoter Score 125

Net Promoter Score Social Media Books Loyalty 125

SurveySensum

NOVEMBER 3, 2023

AI is shaping the future of customer service, Embracing AI today means you’ll be ready for the customer-centric world that stays ahead in a fast-moving market to cater to your needs. Here are the 7 trends in customer service of 2024 that are shaping the future of customer service.

2024 52

2024 Customer Service E Commerce E-support 52

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

Magellan Solutions

SEPTEMBER 29, 2023

Enhancing customer satisfaction includes the following: Resolving issues promptly Offering personalized solutions Demonstrating genuine customer care As satisfaction levels increase, customer loyalty and advocacy also rise. Aside from being repeat buyers, loyal customers refer your business to others.

Customer Satisfaction 52

Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

Beyond Philosophy

JULY 12, 2016

Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

Quadient

JANUARY 21, 2022

How insurers can user personalized video to improve customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Personalize your customer communications .

Insurance 52

Insurance Customer Experience Customer Journey Mapping Customer Centricity 52

ShepHyken

JULY 15, 2022

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. . You record an in-depth response leading to a 1-hour impromptu phone call where you can further connect on a 1:1 level and forge a much deeper relationship. . No problem.

Workshop 130

Workshop Social Media 2022 Article 130

Kustomer

APRIL 14, 2021

Kustomer talked to thought leaders in the customer experience space to understand what they think the future of retail CX looks like, how to re-create the in-store experience in an online world, and what tools and strategies brands should tap into in order to achieve this. Read on for a preview, and access the full e-book here.

Retail 105

Retail Consumers E-support E Commerce 105

Alida

JANUARY 29, 2018

That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Below are real-life examples of how brands have delivered excellent customer service to transform a negative customer interaction into a positive experience.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. When integrated into travel businesses, chatbots offer a lot of benefits pre-, during and post-booking, for travelers as well as for companies using them.

Tourism 121

Tourism Travel Multi-Channel Books 121

SurveySparrow

JUNE 28, 2023

Personalization is no longer a mere option but an imperative for businesses in today’s customer-centric world. It offers a unique, tailored experience that goes beyond a transaction, making customers feel valued and understood. Through its loyalty program, Starbucks rewards customers based on their purchasing habits.

Customer Experience 52

Customer Experience Healthcare Competitive Advantage E Commerce 52

Quadient

JANUARY 21, 2022

Four steps for improving insurance policyholder customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Personalize your customer communications .

Insurance 52

Insurance Customer Experience Customer Journey Mapping Touchpoint 52

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 132

Airlines Net Promoter Score Transportation CEM 132

Experience Investigators by 360Connext

MARCH 9, 2015

Here are some ways you can educate and empower yourself to be the customer experience champion you want to be. There are now zillions of books (that’s a lot) focusing on customer experience. There are plenty of groups on LinkedIn focused on customer experience, and some of them are great and some of them are not-so-great.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

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