ShepHyken

JANUARY 31, 2022

My Comment: Every company, from the smallest to the largest companies, should be looking at their digital customer experience. Here are some of the trends that are impacting (positively) the customer experience. The hot topics are personalization, omnichannel, and content marketing (storytelling). by Sam Bradley.

2022 65

2022 Article Customer Service Contact Center 65

Integrity Solutions

APRIL 13, 2022

From customer service to marketing to product development, the job of selling is no longer confined to those people working within the sales organization. Let’s take a closer look at this combined sales/service mindset and how you can help non-salespeople deliver even more value to your customers. Customer-focused mindset.

Sales 52

Sales Customer Service Banking Loyalty 52

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Culture 83

Culture 2002 Customer Centricity 2007 83

CX Journey

OCTOBER 5, 2017

Here's what happens and why your work is never done: Expectations change. What delights customers today may not delight tomorrow. It's important to always keep your pulse on changing customer needs. Customers change. Customer needs, desires, and expectations change. Listen to customers.

Innovation 51

Innovation Competitive Advantage Metrics Culture 51

Integrity Solutions

SEPTEMBER 28, 2023

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. Training and coaching will activate your values and make them visible to the customer.

Customer Service Training 107

Customer Service Training Customer Service Contact Center Culture 107

ShepHyken

MARCH 19, 2018

Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. My Comment: Let’s start this week off with some compelling stats about our customers’ changing expectations. 23% of customers say their expectations of customer service are higher than they were a year ago.

Article 81

Article 2018 Customer Service Loyalty 81