Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!".

Books 266

Books Return on Investment Magazine Culture 266

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. Let data-led deeper insights inform your QM strategy and tactics.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. Your assessment scores can range from 0 to 200.

Sports 71

Sports 2009 2022 Financial 71

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

2019 178

2019 B2C 2020 Customer Journey Mapping 178

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. They revered the customer relationship and upended everything else. Employee experience (EX) is customer experience!".

Books 182

Books Return on Investment Magazine Culture 182

ClearAction

JULY 28, 2023

A good customer experience team is a catalyst to foster a positive, holistic customer focus across the entire organization, one that is informed by data and designed with empathy in order to deliver win-win outcomes that help everyone achieve success. Customer focus must be designed with empathy.

2023 62

2023 Customer Experience Chief Customer Officer Fashion 62

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Article 105

Article 2021 Customer Service Contact Center 105

ShepHyken

FEBRUARY 28, 2022

(diginomica) More recently, organizations have realized the importance of Employee Experience. Research shows happy employees out-perform competitors by 20%, are 12% more productive, 65% more energetic and take 10 times fewer sick days. Then along came the employee experience (EX). Follow on Twitter: @Hyken.

2022 71

2022 Article Customer Service Loyalty 71

ShepHyken

JUNE 21, 2021

Do your rewards hit the “must-have” mark that turns casual customers into brand fans? This article may give you some insights as to why. CIO Insight) What is one way that brands can be more human in the age of artificial intelligence (AI)? Customer Service is a Gold Mine for Employee Experience Ideas by Russel Lolacher.

2021 81

2021 Article Rewards Programs Customer Service 81

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

2018 111

2018 Leadership Consulting Employee Experience 111

ShepHyken

JANUARY 18, 2021

First, a great customer experience starts with the employee experience. Second, to use the author’s words, “Customer service is an ethos, not a department.” Expert Insights – B2B Marketing Trends In Post COVID-19 Era by Shane Barker. Chatbots vs Knowledge Bases: Which One Is Better?

2021 128

2021 Article Customer Service B2B 128

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Confirmit

NOVEMBER 16, 2020

The 2020 ACE Award Winners’ Showcase celebrates companies for whom the customer and employee experience have become integral to their success, delivering better business outcomes; increased revenue , reduced costs , and company-wide culture change. 93% of new customers onboarded within 14 days in 2020.

2020 52

2020 Insurance 2019 Touchpoint 52

ShepHyken

JUNE 10, 2019

Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. My Comment: I’ve been paying attention to how good companies are getting feedback (in the form of customer surveys). Follow on Twitter: @Hyken.

Article 113

Article 2019 Customer Service Customer Service Training 113

ShepHyken

NOVEMBER 23, 2020

Southwest On The Importance Of Employee Experience by Tiffani Bova. Forbes) There’s a message I frequently tell our customers: happy employees make customers happy. Southwest Airlines knows this – they excel by putting employees at the center of their business. We look at their employee experience.

Article 86

Article 2020 Customer Service Net Promoter Score 86

ShepHyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. 3 Common Customer Complaints and How to Address Them by DP Taylor. If you’re not, still read it.

Article 65

Article 2022 Customer Service Sports 65

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 88

2019 Article Net Promoter Score Customer Service 88

ShepHyken

JANUARY 8, 2018

Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. My Comment: The 2018 customer service and experience predictions continue to roll in. Ensuring A Positive Employee Experience by Brian Berns.

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

AUGUST 18, 2023

AI-powered tools can analyze vast amounts of data to provide relevant solutions and recommendations, leading to improved customer experiences. Regular feedback provides insights into areas of improvement and customer preferences.

Customer Satisfaction 62

Customer Satisfaction Customer Service Exceptional Customer Service Customers 62

ShepHyken

SEPTEMBER 2, 2019

Military Intelligence of Customer Experience) has identified three customer experience super-hero managers; Gut Insect, Manual Man and Captain Insight. Debunking Automation Myths In Customer Support by Anand Janefalkar . Improve Employee Experience to Improve Customer Experience by Jeannie Walters.

Article 86

Article 2019 Customer Service 2023 86

ShepHyken

MAY 21, 2018

My Comment: Starbucks is a leader in customer service and experience. Books have been written about the Starbucks experience. Here is a short article that shares five insights into how Starbucks innovates CX. Customer service worst practice: everything you shouldn’t do when supporting customers by Niamh Reed.

Article 83

Article 2018 Customer Service Customer Service Strategies 83

One Millimeter Mindset

DECEMBER 5, 2018

However, do engaged employees, effectively and impactfully, pay employee experiences forward? When engaging with and serving customers? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way.

Engagement 63

Engagement Culture Workshop Employee Experience 63

Lumoa

MARCH 21, 2023

In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0 Readers have commented that they love the hands-on tips and advice, as well as each chapter being just long enough to gain insight and inspiration yet short enough to be able to read in a coffee break. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? Hence, the employee comes first.

Contact Center 104

Contact Center Employee Experience Article Document 104

Think Customers

NOVEMBER 16, 2022

Locking in valuable customer relationships is a strategic capability that allows firms to stay extremely close to customers to gain valuable insight on where to make incremental investments that will generate ROI quickly and improve the experience.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. These organizations prioritize understanding and meeting customer needs, leading to increased customer satisfaction and loyalty.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? Hence, the employee comes first.

Contact Center 83

Contact Center Employee Experience Article Document 83

Beyond Philosophy

JANUARY 31, 2018

This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Culture 68

Culture Leadership Consulting Employee Experience 68

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. How did he spend the first 3 months in this position?

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

ShepHyken

OCTOBER 5, 2020

Delivering a concierge style of service implies that the customer will be receiving a higher level of service. And, in most businesses, that is the type of experience that could get the customer to come back – and maybe even become loyal! How to rethink customer and employee experience: 4 strategies by Donna Tuths.

2020 66

2020 Article Customer Service Hospitality 66

Think Customers

DECEMBER 13, 2021

Qualitative research methods—such as customer interviews, focus groups, and even ride-a-longs—can help collect insights directly from the customer. Step #3: Identify opportunities for improvement in the customer journey Using the insights from step one, identify where critical pain points exist in your current customer journey.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. Comcast (yes, Comcast) has been in the middle of a journey to shift both brand perception and the experience they deliver.

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

MARCH 20, 2020

She shares five different strategies to build a stronger and more effective employee experience. According to Gallup’s recent polls, 87% of employees worldwide are not engaged. So, we find ourselves in the ugly circular dilemma: which comes first, the employees or the customers? Hence, the employee comes first.

Contact Center 73

Contact Center Employee Experience Article Document 73

Smith+co CX

JUNE 20, 2022

In his Sunday Times column, Julian spoke about the clear link between satisfied employees and satisfied customers. He advised readers to have a clear customer-focused purpose, invest in the employee experience and keep a close eye on the numbers. Caffeine and Smith+Co insight….

Brands 36

Brands Retail Culture Leadership 36

ShepHyken

APRIL 6, 2020

This article explores different ways to deliver value-added content that enhances the customer experience. Video can tell, sell and connect with your customers. The Impact Of Employee Experience On Customer Experience by Sagi Eliyahu. My personal favorite on the list is the use of video.

Article 76

Article 2020 Customer Service E Commerce 76