ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? Harvard Business Review) It’s a familiar scenario: A service provider fails to live up to your expectations and you feel some restitution may be in order.

2019 94

2019 Article Customer Service Omnichannel 94

Kustomer

NOVEMBER 1, 2021

that end, we’ve curated a customer service-centric podcast list for you to peruse and enjoy. Check out our favorite customer service podcasts, or keep reading for some entertaining podcast history. A treasure trove of retail, brand, and customer service information is ready and waiting for your ears.

Customer Service 98

Customer Service 2004 Entertainment Download 98

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. Increase Employee Retention With These 4 Tips by David Finkel. To ensure that the customer experience (CX) isn’t negatively impacted by this surge, you’ll need to ramp up your business’s customer service capabilities.

2021 83

2021 Article Customer Service Retail 83

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Customer Service Inspiration from my Bookshelf by Jeremy Watkin.

Article 85

Article 2018 Customer Service Customer Retention 85

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

2024 52

2024 Customer Service E Commerce E-support 52

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. Your customers trusted you enough to part with their money. Follow on Twitter: @Hyken.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ProProfs Chat

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service Social Media Customer Retention Loyalty 101

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Louis) In business, simple loyalty programs can strongly increase customer retention, Washington University in St.

Article 64

Article 2020 Loyalty Programs Customer Service 64

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Did the comparison site or airline double book me?

Customer Centricity 83

Customer Centricity 2018 Customer Service Customers 83

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

2017 69

2017 Article Customer Service Airlines 69

Kustomer

AUGUST 26, 2022

The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too. Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Learn Customer Service Secrets on the Kustomer Podcast. Amazing Business Radio.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I always say, “Happy employees make happy customers.”

Social Media 92

Social Media Customer Centricity Books Culture 92

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ShepHyken

OCTOBER 31, 2022

Each week, I read many customer service and customer experience articles from various resources. 3 Tactics to Avoid Spooking Your Customer by Mark Smith. CMSWire) If a customer becomes disengaged or disgruntled at your offerings, they are likely to “ghost” your brand. Here are my top five picks from last week.

2022 12

2022 Article Customer Service Social Media 12

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM 2014 74

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I always say, “Happy employees make happy customers.”

Social Media 68

Social Media Customer Centricity Books Culture 68

SmartKarrot

FEBRUARY 15, 2022

A look back at the past few years reveals the many significant changes in the world of customer service. The credit for these changes goes to the customer service experts who helped redefine the industry. This will help you stay up to date with the trends and best practices of customer service. Bill Quiseng.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

With their own brand to build and more freedom to test the waters, they can recruit more of the movers and shakers in the industry, which will lead to better products and services for their account holders. Competition is great for Customer Experience. The Moral Dilemma: Collecting Data on Customer Behavior.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

One Millimeter Mindset

DECEMBER 5, 2018

Because they are key to positive customer experiences. And they fuel customer success and customer retention. In general, employee engagement focuses on the value of perceived, and measured, employee-centric experiences. First, does employee-focus translate into customer-focus? Perhaps you should.

Engagement 63

Engagement Culture Workshop Employee Experience 63

Think Customers

DECEMBER 13, 2021

3 questions to ask during this step: Where are you seeing the most abandonment during your customer journey? Where are existing tools letting your customer service agents down? Step #6: Measure your success with customer-focused metrics This final step is more like the beginning of your long-term CX strategy.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

One Millimeter Mindset

JANUARY 17, 2019

Communication disconnects, above all, have negative impacts on customer retention rates. First, when customers do not understand the purpose of your job function or cannot understand the words you use, they tune out and turn off. And customer-focused solutions fall short of what they might have been.

Customer Retention 69

Customer Retention Communication Workshop Customers 69

One Millimeter Mindset

FEBRUARY 28, 2019

Some of our most difficult customers also are the most rewarding. I’ve assembled this list of customer retention blogs I’ve written since the beginning of the year. Communication Disconnects negatively impact Customer Retention [link]. Do You have a Bright, Shiny Client Retention Strategy? [link].

Customer Retention 66

Customer Retention Blog Workshop Download 66

ClearAction

JULY 29, 2018

When the CEO of Air New Zealand made the mindset shift replacing We Fly Planes with We Fly People 1 , the whole company began to focus on empowering customer engagement. Linden said, “Anyone in a company can deliver greater value to customers by being customer-focused.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

One Millimeter Mindset

DECEMBER 17, 2018

And subsequently lose sight of our customer-focus. However, understanding how we reacted to the stuff which derailed our customer-focus – in the past – smooths out performance inconsistencies moving forward. annual performance review – and we are not confident about its outcome. Or, we have not met our sales quota.

Workshop 66

Workshop Sales Customer Focused Blog 66

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Wootric

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Rachel English. Steven Van Belleghem.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

2013 74

2013 Customer Journey Definition Magazine 74

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Beyond Philosophy

JULY 5, 2015

In building relationships with customers, and value for them, my long-time observation is that most organizations tend to progress through several stages of performance as they are becoming truly customer-centric: a) customer awareness, b) customer sensitivity, c) customer focus, and d) customer obsession.

Customer Centricity 111

Customer Centricity Banking Airlines Customers 111

One Millimeter Mindset

FEBRUARY 25, 2019

When customer experience is on the receiving end of increased employee churn rates, the only constant customers rely on is product and service performance integrity. Or, the “current” customer service rep taking their call, when performance integrity falls short. That scenario creates skeptical customers.

Customer Focused 74

Customer Focused Workshop Communication Download 74

SmartKarrot

MARCH 8, 2022

An alumna of Yale and Stanford, Allison has contributed to the Customer Success industry as the COO of Gainsight, a prominent customer success company, and a 1B USD unicorn. She has also hosted the very successful Customer Success Podcast and written the informative book called ‘The Customer Success Economy.’

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21