Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics.

2020 250

2020 Net Promoter Score ROI Metrics 250

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 130

Customer Service Culture Customer Service Training Leadership 130

ShepHyken

SEPTEMBER 21, 2022

Leadership must be approachable. This idea was really, really good, but he couldn’t get leadership to respond. The point is that leadership and management must create opportunities that allow employees to engage with them. You want employees to have a connection with leadership. . Employee trust fosters customer trust.

Leadership 72

Leadership Feedback Customer Service Training Culture 72

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. Without leadership from the top, it is difficult to champion a clear path for improvements, set the tone, and role model new behaviors.

Article 59

Article Customer Service 2023 Customer Centricity 59

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 143

Customer Service Leadership Customer Service Training 2020 143

ShepHyken

DECEMBER 1, 2021

So, how can you keep good employees, and keep them not only engaged with their jobs but also engaged with their customers? They also work for the company and the customer. Meet my friend, leadership expert Tim Durkin – he has an answer. The best employees don’t just work for a paycheck. Is there a way to keep good people? .

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

APRIL 1, 2020

Quite often, if a company is considered a customer service laggard, it is because of its leadership and management. One of the most important ways a leader can foster a customer-focused culture is by modeling that behavior—in other words, by treating employees how they want the customer treated.

Customer Service 117

Customer Service Leadership Customer Focused Customer Service Training 117

ShepHyken

AUGUST 19, 2019

If live chat and chatbots are part of your customer service strategy, read this article. Creating Company Culture to Strengthen Customer Service Agent Support by Cassandra Vincent. Nevadas) There are ways to strengthen customer service agent support resulting in quality work and reducing churn.

2019 117

2019 Article Customer Service Leadership 117

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. Reward great customer service.

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. Here are my top five picks from last week. by Ricardo Saltz Gulko.

2019 107

2019 Article Customer Service Competitive Advantage 107

ShepHyken

APRIL 4, 2017

Jeff Toister Provides 3 Steps to Developing a Customer-Focused Culture. Nearly every company says that they want to have a customer-focused culture, but then why are so many companies lacking one? What are the steps that your company needs to take to be committed to becoming customer focused?

Culture 76

Culture Customer Focused Books Customer Service 76

ShepHyken

AUGUST 29, 2018

Dodkins is the author of 136 Ideas for Rockstar Employee Engagement, and he knows a thing or two (or 136) about how employee morale and fulfillment impact the customer experience. Like rock stars connect with their audiences, leadership must connect with their employees. And, this isn’t just for the leadership.

Leadership 94

Leadership Customer Service Training Culture Engagement 94

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. Go to The Customer Focus to learn more about our customer service training programs.

Article 91

Article 2021 Customer Service Hospitality 91

ShepHyken

NOVEMBER 11, 2019

A customer just looking to pick up a carton of milk sees the layout as inconvenient. So, what ideas do we make in our businesses that are more profitable and inwardly focused versus customer focus? Why Is Identity So Important In Today’s Customer Experience? by Matt Seeley. Follow on Twitter: @Hyken.

Article 89

Article 2019 Customer Service Customer Centricity 89

ShepHyken

DECEMBER 28, 2016

Leadership may decide to purposely change their mindset – and even their company culture – from being customer-focused to bottom line focused. First and foremost, if the company has a culture and vision in place, every move they make should always bring up the question, “Is this in keeping with our vision?”

Culture 90

Culture Leadership Customer Focused Customer Service Training 90

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 151

Customer Service Training Feedback Customers Customer Focused 151

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 86

2019 Article Net Promoter Score Customer Service 86

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 67

Customer Service Banking Customer Service Training Culture 67

ShepHyken

APRIL 22, 2019

They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. by Mohamed Latib, Ph.D. . (CX It is elegantly simple, and it works splendidly.

Article 76

Article 2019 Customer Service Competitive Advantage 76

ShepHyken

JUNE 8, 2016

Customer Service Culture. There are a number of reasons that companies fail at customer service. Every employee is participating in training sessions and the effort will be ongoing, not for a few days or weeks, but hopefully for years to come. A customer service culture starts with the people.

Customer Service 90

Customer Service Culture Customer Service Training Definition 90

ShepHyken

JUNE 17, 2019

While you can’t always say “yes” to a customer, you don’t have to say “no” either. 3 Tactics CEOs Use to Improve Customer Experience Culture by Oisin Ryan. My Comment: Creating a great CX isn’t just about the actual experience or process the customer goes through.

Article 108

Article 2019 Customer Service Call Center 108

ShepHyken

DECEMBER 22, 2021

Leadership expert Tim Durkin shared with us that our employees want to be needed, noticed, and known. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service Training 130

Customer Service Training Leadership Feedback Customer Service 130

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Second to that is hiring the right people to execute.

2016 124

2016 Article Customer Service Hotels 124

ShepHyken

NOVEMBER 27, 2019

Accepting responsibility (and blame) for something that happened under your watch is also powerful leadership behavior. Instead, emulate the leadership behavior of Eisenhower and Truman. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Leadership 146

Leadership Reference Books Customer Service Training 146

ShepHyken

MAY 31, 2017

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” Usually it’s at the top with leadership. But, even a smile and warm greeting can go a long way to make a customer feel acknowledged and even appreciated. The short answer is: all of them.

Airlines 83

Airlines 2008 Customer Focused Customer Service Training 83

ShepHyken

MAY 16, 2018

A successful customer experience strategy is a result of the company’s culture. In other words, and I’ve said it many times before, what’s happening on the inside of the company is going to felt on the outside of the company by the customer. The EX is part of the culture. So, let’s look at the inside of the company.

Employee Experience 95

Employee Experience Hotels Culture Customer Service Training 95

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Article 67

Article Customer Service Social Media 2018 67

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. Then the article goes on to discuss the importance – and the benefit – of proper training.

2018 81

2018 Article Customer Service Social Media 81

ShepHyken

JANUARY 28, 2019

(Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold. My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

2019 97

2019 Article Social Media Customer Service 97

ShepHyken

OCTOBER 26, 2016

Once the interior of the book is designed, have the CEO or some other high-ranking member of the organization’s leadership write a forward. For testimonials, you can include some excerpts from customers’ accolade letters – or just ask customers to write a sentence or two to “endorse” the book. They do a new book every year.

Books 131

Books Customer Service Customer Service Training Culture 131

ShepHyken

SEPTEMBER 20, 2017

As a business, we can only hope that our efforts are in line with our customers’ expectations. And, only our customers will determine if we have met or exceeded them. Good customer service starts on the inside with the company’s culture. I call it the service “mantra.” I’ve preached this before.

Customer Service 106

Customer Service Customer Expectations Customer Service Training Customers 106

ShepHyken

MARCH 31, 2021

If you’re not working directly with customers, one of the best ways to learn what’s really happening on the front line is to spend a shift with a customer support agent or go out for some sales calls. There you have it, three ways you can get to know your customers even better. Follow on Twitter: @Hyken.

Customer Service Training 73

Customer Service Training Feedback Customers Customer Focused 73

ShepHyken

APRIL 24, 2017

Taking a chance in Service Training by Cassie McInnes. LinkedIn) Key take-out: Great service doesn’t start with the CEO, your manager or your partner. Don’t get me wrong, if your leadership team or CEO drives Service, it will help dramatically. It starts with you. Follow on Twitter: @Hyken.

2017 69

2017 Article Customer Service Customer Service Training 69

Kayako

APRIL 15, 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. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ShepHyken

OCTOBER 30, 2017

My Comment: Customer experience (and service) is a philosophy that must be embraced by every area of the company. It’s about leadership having a CX vision that becomes part of the culture of the company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 24

2017 Article Social Media Customer Service 24

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]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

FEBRUARY 15, 2022

Blake Morgan is an author, keynote speaker, and customer experience futurist with experience in customer experience leadership services. Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson. Bruce Temkin.

2022 10

2022 Customer Service Social Media Customer Centricity 10