LiveChat

AUGUST 3, 2018

From McDonald’s to Ford to Salesforce, product innovation is the bedrock of sustained, long-term business success. You might be forgiven for thinking that product improvement doesn’t have much to do with the customer directly. However, New versions keep your product constantly on top of the customer’s mind.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

ShepHyken

MARCH 26, 2018

You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . How Chewy Built a $3 Billion Business Based on Customer Experience by Mike DuPuy. 10 Innovative Ways to Excite Your Customers by Deep Patel.

Article 86

Article 2018 Airlines Customer Service 86

ShepHyken

JANUARY 28, 2019

My Comment: With the Super Bowl just around the corner, the title of the article by innovation expert Josh Linkner caught my eye. The 14 “rules” are actually some pretty darn good tips for delivering a better customer experience. Social media customer care best when humans and bots are at play by Tara Jones.

2019 98

2019 Article Social Media Customer Service 98

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. He shares the four key areas that lead to elevated customer experiences while growing rapidly.

Customer Experience 139

Customer Experience Net Promoter Score 2021 Transportation 139

ShepHyken

AUGUST 1, 2016

Be sure to read why (along with other “myths that need to be busted) to learn a new way of thinking about the customer service “rules” you’ve always believed in. 7 Things Pokemon Go Can Teach You About Service Innovation by Manuel Grenacher. This article uses the popular game as a metaphor for teaching service innovation.

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Article 58

Article Customer Service 2017 Social Media 58

ShepHyken

MAY 29, 2017

(McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. Société Générale’s group head of corporate resources and innovation explains how to achieve such symmetry. Great service starts on the inside with employees being treated the way a customer should be treated.

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2017 Article Customer Service Airlines 97

ClearAction

NOVEMBER 3, 2017

How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Should Operations be the home for every B2B company’s customer experience leadership?

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

transcosmos Information Systems

FEBRUARY 13, 2018

While many were skeptical about this idea, Bezos proved them wrong when his company made actual drone deliveries for the first time to customers in the UK in December 2016. Bezos’ propensity for using technology to enhance the customer experience comes from his belief that companies should develop “ obsessive customer focus.”.

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2009 2013 2015 2016 84

ShepHyken

AUGUST 14, 2017

My Comment: Innovation is a big word in business today. Read this article about five ways successful retailers have innovated to make a better CX. Even if you’re not in the retail industry, these examples may kick-start a good conversation around creativity and innovation. The answer lies in improving Customer Experience (CX).

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2017 Article Customer Service Retail 80

ClearAction

APRIL 29, 2020

Develop an effective portfolio of internal communications that educate executives and employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ClearAction

SEPTEMBER 27, 2018

Customer-centered business requires truly customer-centric goals, values and structure — shaped by outside-in thinking infused in processes, policies and motives — and fine-tuned with systematic internal engagement, improvement and innovation of the end-to-end customer experience, and inherent momentum.

Customer Centricity 74

Customer Centricity Sports Culture Innovation 74

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Article 48

Article Customer Experience 2009 White Paper 48

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 55

Chief Customer Officer 2018 Customer Centricity Customer Success 55

ShepHyken

DECEMBER 9, 2019

My Comment: Innovation expert Josh Linkner moved into the customer service/experience area with this excellent article about creating (irresistible) value for customers. You’ll find 10 questions that will make for a lively discussion on how you can innovate and improve the value you offer.

Article 71

Article 2019 Customer Service Airlines 71

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.

2018 82

2018 Article Customer Service Social Media 82

ShepHyken

DECEMBER 18, 2017

(Jet Blue) With many startups and companies addressing this exciting challenge in brilliant and creative ways, we invited a group of innovators to our New York City headquarters on Customer Experience Day for a discussion on customer experience innovation. For information contact or www.hyken.com.

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2017 Article Customer Service Customer Journey Mapping 79

COPC

APRIL 27, 2020

Companies shouldn’t settle for making an efficient shift to WAH but should focus on what WAH optimization might mean for improving customer satisfaction and operating efficiencies. We’re innovative and resourceful. And we’re always customer focused. An Industry that’s Always Up for a Challenge.

Contact Center 52

Contact Center Competitive Advantage Call Center Customer Satisfaction 52

West Monroe

NOVEMBER 1, 2022

Companies that have processes in place for efficiently gathering customer feedback at every stage of product development are better equipped to identify trends and act quickly when necessary. Anything that is not contributing to a customer-focused decision-making process, while nice to have, is not essential. Probably not.

2022 52

2022 Loyalty Customer Experience Measurement 52

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more. Follow on Twitter: @Hyken.

2017 30

2017 Article Customer Service Net Promoter Score 30

ShepHyken

MAY 29, 2020

To further support that the customer-centric culture is deliberately designed, the company’s core values must align with and support customer-centricity. You don’t have to have values that mention the customer, just values that align with the customer-centric culture that you are trying to create. You get the idea.

Customer Centricity 81

Customer Centricity Culture Leadership Customer Voice 81

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ProProfs Chat

FEBRUARY 7, 2020

The engagement continues until issues are addressed to the satisfaction of customers. . However, customer support should never be seen as a touchpoint for inbound sales. By definition, customer support can be considered as the technical arm of customer care. And customer support is just one such interaction.

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Multi-Channel Customers Social Media Definition 106

ShepHyken

JANUARY 15, 2018

But, what you may not know is that customers’ expectations have now reached new heights, demanding instant support and fast acting. In order to keep up with the latest trends, it is essential to improve customer experience. If you cannot think of an innovative way to do so – we have the answer. Great info!

Article 0

Article 2018 Customer Service Banking 0

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JUNE 20, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 98

Customer Service Social Media Customer Relationship Management Customer Service Training 98

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

2017 17

2017 Article Customer Service Social Media 17

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. Maxie Schmidt. Rachel English.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SmartKarrot

FEBRUARY 15, 2022

Adam Toporek is a globally-recognized keynote speaker on customer experience. He is known for his ability to help firms reimagine their customer care. He is the owner of CTS Service Solutions, a customer experience firm that grew out of his blog ‘Customers That Stick.’ Here is the list for you – 1.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? She works as the Head of the Customer Care for Topvisor. Nicholas Webb.

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2016 2017 Customer Experience Social Media 111

SmartKarrot

JULY 6, 2022

A: As a chief customer officer, you are in charge of getting feedback and cultivating client loyalty. Customer-focused efforts would simply run in circles without a clear course without properly answered feedback. As a chief customer officer, you should always select the appropriate feedback tools to close the information loop.

Chief Customer Officer 10

Chief Customer Officer Roadmap Customer Success Travel 10

ChurnZero

JANUARY 8, 2021

Charlie is focused on building and executing Zappi’s customer success strategy internationally, including leading a team of highly skilled customer success managers and identifying opportunities to drive additional value for customers. Phillip Graham, Vice President of Customer Success & Partnerships, Hubb.

2021 98

2021 Customer Success Chief Customer Officer Leadership 98