CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Books Culture 240

ShepHyken

JUNE 16, 2021

I love seeing visible signs of a customer- and employee-focused culture. Something I noticed right away was the customer-centric culture that was part of the atmosphere of the resort. You’re not going to change a culture by adding an employee’s passion under a name on a badge. Your customers start to notice.

Culture 141

Culture Customer Centricity Customer Service Training Events 141

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. Customer Experience Starts – and Stops – With Emotions by Kristi Knight.

2021 146

2021 Article Customer Service Social Media 146

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: I’ve always felt the best loyalty program doesn’t come from points, miles, or perks but from an amazing customer experience. and amazing customer service. It’s time to get one!

Article 60

Article Customer Service 2023 Customer Centricity 60

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Article 134

Article 2021 Customer Service Loyalty Programs 134

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience.

2020 250

2020 Net Promoter Score ROI Metrics 250

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative.

2021 140

2021 Article Customer Service Airlines 140

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

CloudCherry

AUGUST 22, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic ® , The Loyal Customer , The Cult of the Customer , The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. The post Do you say you want a Revolution? appeared first on CloudCherry.

Travel 150

Travel Customer Service Training Books Culture 150

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond.

2021 127

2021 Article Customer Service B2B 127

ShepHyken

FEBRUARY 19, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: We start this week’s Top Five roundup with an interview with customer culture expert Jeff Toister. The gold in the article is his simple three-step approach to building a customer-focused culture.

Article 62

Article Customer Service 2023 Customer Service Training 62

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back.

Customer Service Training 73

Customer Service Training Fashion Workshop Reference 73

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Mapping the customer journey.

Customer Experience 117

Customer Experience Download Workshop Metrics 117

Kayako

APRIL 15, 2019

We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. ” – Shep Hyken.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. My Comment: When it comes to customer service, I believe everyone must be properly trained – not just the front-line/customer-facing employees. Here are my top five picks from last week.

Article 65

Article 2022 Customer Service Customer Service Training 65

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. Same for CX.

2021 73

2021 Article Customer Service Hospitality 73

ShepHyken

JULY 27, 2022

One of my favorite sayings is, “What’s happening inside an organization is felt on the outside by the customer.” You can’t expect to consistently deliver a great customer experience if you aren’t creating a great employee experience. Some companies conduct exit interviews for employees who have chosen to move on.

Culture 67

Culture Employee Experience Customer Service Training Customer Service 67

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. And it has paid off big time.

Culture 48

Culture Banking Customer Service Customers 48

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

2019 108

2019 Article Customer Service Competitive Advantage 108

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. The Jury Is in on the Future of Customer Experience by Lisa Loftis. CMSWire) Trends that if recognized and acted upon, can help companies shape their digital experience strategies for a decade to come.

Article 116

Article 2019 Customer Service Culture 116

ShepHyken

OCTOBER 11, 2017

In the past, I’ve written about the concept of how changing vocabulary can help shift an attitude and even a company’s culture. Southwest’s use of the two words, transparency and fare, align with their brand promise and is part of their customer experience. Yes to low fares with nothing to hide. That’s Trans fare ncy.

Airlines 159

Airlines Travel Advertising Customer Service Training 159

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach. Here are my top five picks from last week.

Article 80

Article 2021 Competitive Advantage Customer Service 80

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. Which is Your CX Priority: Satisfied Customers or Profit? LinkedIn) What should your ultimate goal be when designing your customers’ experiences? Yes, culture is the first step.

2019 118

2019 Article Customer Service Leadership 118

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. So, we start this week’s roundup with an article on culture that drives the CX.

Article 76

Article 2020 Customer Service Culture 76

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.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

ShepHyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. CMSWire) Let’s be frank: no company goes out of its way to produce miserable customer experiences.

Article 93

Article 2021 Customer Service Hospitality 93

Integrity Solutions

OCTOBER 27, 2021

After all, you can’t consistently deliver at such a high level- at every customer touch point- if only certain people are responsible for making sure it happens. In fact, exceptional customer service is more than a functional role; it’s a purpose, rooted in a culture and an understanding of what it means to be truly customer-focused.

Customer Service 65

Customer Service Banking Customer Service Training Culture 65

ShepHyken

SEPTEMBER 30, 2020

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. Every employee has an impact on the customer service and the customer experience an organization provides.

Customer Service 126

Customer Service Poor Customer Service Customer Service Representative Customers 126

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. Governing) In the public sector, customer service can easily devolve to “our way or the highway.” by Joseph Michelli, Ph.D.

2021 143

2021 Article Customer Service Government 143

ShepHyken

SEPTEMBER 29, 2022

We have helped the client create a customer experience vision and define five behaviors everyone must exhibit to bring the vision to life. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. I’ve been working with an amazing client. Follow on Twitter: @Hyken.

Customer Service Training 126

Customer Service Training Customer Service Feedback Communication 126

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.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

MARCH 20, 2019

He fosters open dialogue that creates a positive culture for his company. That’s the underlying lesson here – company culture. By nurturing that open workplace communication and positive company culture, Todd sets up his business for success. What’s felt on the inside of a company will radiate through to the outside.

Communication 111

Communication Culture Customer Service Training Article 111

ShepHyken

NOVEMBER 9, 2022

Founder, Jeff Bezos, was an early adopter of a relentless focus on the customer experience.? . Did Bezos really believe that Amazon should be so good they didn’t need a customer service department? Did he really have an empty chair in his meetings to represent the customer? That’s truly customer-focused! .

Competitive Advantage 70

Competitive Advantage Books Customer Focused Customer Service Training 70

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident.

2019 87

2019 Article Net Promoter Score Customer Service 87

ShepHyken

NOVEMBER 25, 2020

The Right Culture : This is where it starts. Leadership defines the customer service and CX vision for everyone to follow. Good People: The people on the inside of the organization create the experience for the customers on the outside. I’m sure you’ll have a few more to add to this list.

Customer Service 145

Customer Service Leadership Customer Service Training 2020 145

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. 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.

Article 70

Article 2022 Customer Service Hospitality 70