ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. The focus on culture is really a focus on people.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Colin is an international author of four bestselling books and engaging keynote speaker. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below.

Banking 138

Banking Culture 2003 CEM 138

ShepHyken

NOVEMBER 13, 2023

My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

Article 58

Article 2023 Customer Service Workshop 58

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

2021 67

2021 Article Customer Service 2022 67

SmartKarrot

SEPTEMBER 8, 2021

As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. This book is a jewel in the customer experience niche.

Books 11

Books Customer Experience Social Media Customers 11

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. There are often assumptions about what great customer experience means. Teams crave real direction and are told again and again to just “do customer experience better.”

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Michel Falcon Experience

JANUARY 3, 2020

But, for me, that’s not an authentic People-First Culture business. Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. Customer Service Skill #3. They pay lip service to be a People-First Culture leader.

2020 99

2020 Customer Service Culture Call Center 99

ShepHyken

OCTOBER 28, 2020

It may have been Tim Sanders in his revolutionary book, Love Is the Killer App , who helped bring the word love to the forefront for leaders trying to build a stronger culture and create a better experience for their customers. If you truly love your people, love your customers and love what you do, it shows.

Culture 153

Culture Social Media Customer Service Training Customers 153

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. It was easy to dream about changing a company’s culture and influencing employee engagement.

Roadmap 117

Roadmap Books Sales Airlines 117

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. 5. Culture. But it doesn’t define an organization’s culture in the areas where it truly matters. Instagram worthy? Ready for a trip?

Contact Center 159

Contact Center Culture Leadership Engagement 159

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. You can’t answer with “Because we have great customer service.” There is a lot we can learn from great companies, big and small.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

SurveySensum

JULY 14, 2020

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). LinkedIn : [link]. Website : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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

Beyond Philosophy

JULY 17, 2017

Goldstein has hit on a key point about customer experience. It’s about human interactions, and to get those right, you must create a company culture that prioritizes customer service and satisfaction. John’s comments also touch on one of the central points in the book I recently co-authored with Prof.

Technology 132

Technology Touchpoint Workshop Books 132

Beyond Philosophy

SEPTEMBER 11, 2014

Amazon has a culture that fosters employee engagement that makes any level of employee feel that their ideas matter and will be heard. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience. If you would like to follow Beyond Philosophy click here.

Banking 60

Banking Culture 2003 2013 60

ShepHyken

DECEMBER 5, 2022

Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. Fast Company) Creating a new culture centered around flexibility, learning, and career development is the cornerstone for creating an experience that truly drives loyalty and can ultimately make a positive impact on your bottom line.

Article 70

Article 2022 Customer Service Hospitality 70

Beyond Philosophy

SEPTEMBER 17, 2020

The third level, which is learned and culturally-influenced, is what we recognize as “fashionable.” Townsend says this is a learned response from the culture. in the UK for my book, Building Great Customer Experiences (Palgrave Macmillan, 2002). Realize that aesthetics matter when customers look at things.

2002 163

2002 Fashion Financial 2005 163

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Because Brainshark has been around 17 years, they have a huge renewal book of business.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Books 219

Wootric

DECEMBER 8, 2019

Traditionally used to assess and improve support interactions, CES is now guiding improvements in onboarding in the SaaS sector, driving customer-centric culture in healthcare and more. In the book The Effortless Experience , Matt Dixon and his coauthors lay out research results that are surprising. Why Focus on Effort?

Effort Score 59

Effort Score Net Promoter Score Metrics Healthcare 59

Kustomer

JUNE 7, 2022

These businesses started with the right culture, philosophy, and customer-centric CRM platform. They built their business to connect with customers at scale. A great example of this is The Farmer’s Dog , a company dedicated to delivering safe and healthy pet food that totally nailed the customer-first approach.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

ShepHyken

SEPTEMBER 18, 2019

That’s why I’ve been intrigued for years by Cameron Mitchell’s philosophy—and also the title of his book— Yes is the Answer! For example, one of my favorite business strategies is “one to say YES and two to say NO” , which is all about empowering employees to say “ yes” to customers. It’s an attitude and a culture.

Customer Service Training 132

Customer Service Training Document Culture Books 132

Customer Bliss

MARCH 28, 2018

In today’s podcast episode, you’ll hear from six customer experience leaders in the B2B industry who share advice about the things they know now, that they wish they knew before they started their work. Listening to the customer never stops. Implementing a Customer Success Strategy is a Cultural Transformation.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

The DiJulius Group

JULY 2, 2020

In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group. Read Full Article.

Customer Care 59

Customer Care Social Media Books Article 59

ShepHyken

JULY 25, 2016

The 27 Best Customer Service Books by Mathew Patterson. Help Scout) If you’re starting, growing or working in a customer service team, we’ve collected the books we think are most worth your valuable time. My Comment: Looking for a “summer reading” business book? My Comment: Here is a bonus article. (So,

2016 78

2016 Article Customer Service Books 78

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.

Airlines 92

Airlines Travel Transportation Customer Centricity 92

Customer Bliss

NOVEMBER 15, 2016

Her background is interesting as she is professionally an engineer, but found her way to the customer care space. She stayed within customer experience and remained focused there. Author of two books targeted to utility professionals. Learn from others: Good customer experience is a science — and an art.

Chief Customer Officer 0

Chief Customer Officer 2005 Social Media 2009 0

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Interactions

APRIL 29, 2022

According to an article in the Wall Street Journal , “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.”. How can Conversational AI help?

Contact Center 62

Contact Center Airlines Hospitality Insurance 62

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. This also reminds us that customer service doesn’t just happen on the front line. It must be part of the company’s culture. – Shep Hyken. 1) Good customer service starts with a smile.

Blog 85

Blog Customer Service Airlines Culture 85

Kustomer

FEBRUARY 21, 2020

We as consumers are WOWed by customer service so infrequently that it is a shock when it happens. I had a friend tell me the other day that he had booked a dinner reservation for his son and when they got there the restaurant immediately welcomed them with birthday wishes and he was…shocked!

Customer Service 52

Customer Service Exceptional Customer Service Customer Care 2020 52

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. Their histories and influences, such as mentors, Italian restaurants and books have something to teach us all. Meet Jodi Beuder!

2014 104

2014 Customer Experience 2015 Contact Center 104

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Blog 76

Blog Customer Service Representative Books Customer Centricity 76

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Gainsight

JANUARY 18, 2021

A native of India, he attended graduate school in northern California, partly inspired by the book called ‘Only the Paranoid Survive’ by Andy Grove. I think entrepreneurship just teaches you that in a very intuitive way, that reading a lot of books about it may not do.”. Commerce, Customer Care, and Content .

Wireless 52

Wireless Leadership Books Culture 52

Beyond Philosophy

APRIL 14, 2015

However, if you can convince the CEO his or her responsibilities are part of what affects the Customer’s Experience, it will weave into the culture of the organization and the decisions the CEO makes for it. Keep track of how much time is devoted to Customer issues in meetings. Follow Colin Shaw on Twitter @ColinShaw_CX.

Chief Customer Officer 124

Chief Customer Officer CEM Call Center Customer Care 124

ShepHyken

SEPTEMBER 3, 2018

I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen.

Article 79

Article 2018 Customer Service Hospitality 79

Zeisler Consulting

DECEMBER 8, 2021

For that matter, after having interacted with them, we lacked confidence enough that we went so far as to book separate appointments on our own with an urgent care clinic up the street just to be safe in case—as seemed more likely than we felt comfortable about—they dropped the ball entirely. Their reaction to my email?

Airlines 72

Airlines Travel Books Brands 72