Tricia Morris

AUGUST 21, 2015

The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2) We are living in a post-sale, on demand, attention economy. ~ Ray” Wang.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Oracle

SEPTEMBER 6, 2018

According to Harvard Business Review , customers that are engaged on multiple channels spend 4% more in-store and 10% more online as single-channel shoppers. Here are 3 strategies to maintain a deep understanding of your customer and strong customer engagement as you grow. Build a tribe.

Customer Engagement 78

Customer Engagement Engagement Social Media Omnichannel 78

ClearAction

DECEMBER 16, 2017

Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker. Sounds way out of sequence, but it’s often exactly how we treat our customer relationships. Customer love stories are no different. It’s the company’s responsibility to ensure teams work together to be customer-centric.

Customer Engagement 54

Customer Engagement Engagement Social Media Customers 54

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Only then will you be able to woo, wow and win them.

Culture 55

Culture Customer Focused 2017 Effort Score 55

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 78

Article 2024 Customer Service Airlines 78

Think Customers

JANUARY 26, 2016

Part of the reason McDonald's has misfired is that it lost touch with its customers' interests. But buoyed by a strong fourth quarter that beat analysts' expectations, McDonald's recent customer-focused turnaround appears to be putting some luster back in the golden arches. 1to1Media.com/weblog.

Customer Focused 53

Customer Focused Sales Blog Customers 53

CSM Magazine

FEBRUARY 26, 2019

If you’re reading this, there must be a lot of questions on your mind – how to cover every single customer interaction? What is the best approach to improving customer experience in a customer-focused organization?

Multi-Channel 63

Multi-Channel Engagement Customer Engagement Omnichannel 63

Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. Being a customer focused organization, BookMyShow ensures that customers are at the core of all actions.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Oracle

SEPTEMBER 9, 2018

Ovum, an independent analyst and consultancy firm, recently released its Ovum Decision Matrix: Selecting a Customer Engagement Platform, 2018–19 report. Yet, as with much of technology, machine learning is only good as the quality of data that goes into it, and the customer-focused strategies that drive it.

Customer Engagement 45

Customer Engagement Engagement 2018 Consulting 45

Quadient

NOVEMBER 15, 2017

Last week, we examined the pressures on the CMO to deliver faster, more relevant innovation to drive customer engagement across a growing number of channels, and how these pressures continue to lead to a proliferation of Martech software acquisitions that are disconnected from traditional IT systems.

Customer Focused 45

Customer Focused Advertising Innovation Customer Engagement 45

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 265

Technology Customer Experience Social Media 2015 265

LiveChat

AUGUST 3, 2018

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. Every time a new line is released, customer engagement skyrockets. More engagement also influences new customer acquisition.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

InMoment XI

FEBRUARY 14, 2024

How to Build an Omnichannel Customer Experience Implementing a strategy that creates an omnichannel customer experience can seem like a complex process. Building an omnichannel experience requires creating a customer-focused culture, and software to support it. But, it may not be as hard as you think.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

CX Accelerator

OCTOBER 7, 2019

Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles Employees want to work in a well-respected organization and care about the company’s customer engagement success. (Or Key questions: How can you cultivate a customer focused culture within your company?Who

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

ShepHyken

NOVEMBER 30, 2022

The dance is the metaphor for your business, and what got them to the dance is why customers keep doing business with you.? . The point of this is to think about changes you make that aren’t customer-focused. Any change, even if you think the customer will like it, could be opposed and cause friction.

Reference 120

Reference Customer Focused Customer Service Training Retail 120

CX Accelerator

OCTOBER 7, 2019

Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Employees want to work in a well-respected organization and care about the company’s customer engagement success. (Or Key questions: How can you cultivate a customer focused culture within your company?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Hence, if you start with the EX, you will improve your customer experience. Engage non-customer-facing roles. Employees want to work in a well-respected organization and care about the company’s customer engagement success. (Or Key questions: How can you cultivate a customer focused culture within your company?

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

ShepHyken

DECEMBER 7, 2020

Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. However, there are other key strategies that can help improve customer engagement and retention. And there are nine more!

Article 147

Article 2020 Customer Service Loyalty Programs 147

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. Build Customer Engagement into the Budget.

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

Win the Customer

JANUARY 3, 2014

This simple blueprint is a guide for how to overhaul and improve customer experience and enhance customer engagement in just one year. Communication Customer Experience Customer Focus infographic Management'

Customer Experience 131

Customer Experience Customer Focused Communication Customers 131

ShepHyken

AUGUST 1, 2022

Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Destination CRM) In a new report, HBR found that while 88 percent of global business leaders recognize that customer engagement has a significant impact on their organizations’ bottom line. Follow on Twitter: @Hyken.

Article 70

Article 2022 Customer Service B2C 70

Experience Investigators by 360Connext

DECEMBER 29, 2014

Prevent customers from making negative associations with your brand by creating positive microinteractions. 5 Most Awful Customer Experience Solutions of All Time. What Does it Take to Be a Customer Focused Organization? As we scale our businesses, our focus on customers can become seriously threatened.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

ShepHyken

SEPTEMBER 7, 2020

Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. My answer is that customer engagement is what can enhance the customer experience. (Of

Article 92

Article 2020 Customer Service Customer Retention 92

Think Customers

APRIL 14, 2015

Whether it''s the ability to see the full stream of transactions a customer has made with a company, the most recent channels they used to interact with the organization, or the feedback they''ve shared about their experiences in social media or with the contact center, there''s often one or more pieces that are missing from the customer picture.

Connections 83

Connections Social Media Contact Center Customer Centricity 83

CSM Magazine

JANUARY 31, 2024

This shows that customer engagement and experience matter, too, while selling policies. This saves time and helps the customer focus on fixing their problem rather than making long calls and filling out forms. With deteriorating services, the company may lose its reputation and deal with a negative experience.

Insurance 59

Insurance Customer Service Customers Technology 59

ShepHyken

DECEMBER 6, 2023

It’s about a customer-focused, friendly approach that doesn’t taint the experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The passenger complied, but the employee never made things right. It’s not about blame.

Workshop 149

Workshop Customer Service Training Customers Interaction 149

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

ChurnZero

APRIL 1, 2024

Team up with marketing: start using AI tools to identify which materials are getting the most traction, and make more of them to boost customer engagement in the onboarding process and beyond. Tools like Synthesia are ideal for creating AI-generated multimedia content at scale.

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

Experience Investigators by 360Connext

JUNE 20, 2018

Instead of focusing solely on the revenue generated by increasing customer retention, improving customer engagement and creating more customer loyalty… What happens when we do not engage customers? A customer isn’t a customer until they purchase something from you, right?

Engagement 179

Engagement Social Media Sales Loyalty 179

Beyond Philosophy

MAY 12, 2021

Only half of the organizations around the world feel prepared to support customer engagement post-COVID. When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Porte said the numbers were surprising.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Events for Customer Experience Excellence appeared first on Customer Experience Consulting. Save 25% if you use our promo code: JEANNIE.

Events 223

Events Customer Experience Webinar Telecommunications 223

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 256

ROI Financial CEM Metrics 256

ShepHyken

DECEMBER 28, 2022

Customers love working with empowered employees. . Be customer focused. That means that every decision you make keeps the customer in mind. That doesn’t mean every decision will make the customer happy, such as a price increase, but at least you’ve considered the impact or result of your decisions. .

2023 132

2023 Fashion Customer Service Training Reference 132

ShepHyken

OCTOBER 17, 2018

Engagement: This starts with having active conversations with your customers, in person and online via the Apple website, social media or any other way the customer and Apple can engage with each other. How do you connect with your customers? How fast do you respond to their requests and comments?

Social Media 121

Social Media Customer Care Customer Service Training Brands 121