ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. by Sue Duris. Follow on Twitter: @Hyken.

2018 77

2018 Article Customer Service Loyalty Programs 77

Comm100

FEBRUARY 6, 2023

This will enable you to track the customer journey and behaviour more efficiently. It also allows you to create a more customer-focused experience. You can proactively engage with customers by soliciting feedback, sending timely messages, and starting meaningful conversations.

Financial 80

Financial 2023 Blog Customer Experience 80

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 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

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. Outsourcing is also much more than answering phones.

ROI 52

ROI Social Media Contact Center Voice of Customer 52

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 92

Social Media Customer Centricity Books Culture 92

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. The financial success of these companies provides evidence of the benefits of balancing profits with a customer-focused mindset.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

JUNE 4, 2018

Both events were recorded, uploaded to social media, shared widely, and broadly condemned as instances of racial bias. Furthermore, in some cases, customer service has become a commodity. 3 Ways to Sweeten the Employee Experience by Kathleen Vegh . Eight simple rules to keep customers (and mom) happy by Jay Robb.

Article 75

Article 2018 Customer Service Airlines 75

Experience Investigators by 360Connext

APRIL 28, 2017

Connecting the dots of customer experience. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Using truly customer-focused metrics. These changes have improved the employee experience in dramatic ways, too!

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

JANUARY 29, 2018

Of note is that customer satisfaction has dropped by almost three percent and small businesses are struggling to keep up. At the end, there is a good summary of tips to improve a company’s customer service. Bridging the social media and business enterprise gap: Interview Special by Tim Sandle. Great resource!

2018 92

2018 Article Customer Service Social Media 92

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Social Media 68

Social Media Customer Centricity Books Culture 68

Beyond Philosophy

OCTOBER 20, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. Define your desired Employee experience.

Customer Centricity 114

Customer Centricity Employee Experience CEM Culture 114

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

ShepHyken

APRIL 10, 2023

Customers interact with companies in a dizzying array of places. They no longer only interact with a call center worker or a delivery driver; they liaise with email campaigns, chatbots, review sites, and social media. Another article on the employee experience, and specifically the agent experience.

Article 12

Article Customer Service Magazine 2023 12

Customer Guru

AUGUST 8, 2018

Annette Franz is the Founder and CEO of CX Journey Inc, a boutique consulting firm specializing in helping clients achieve customer experience strategies via customer understanding. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Beyond Philosophy

DECEMBER 5, 2017

But the critical component often totally missing from all of this material is the definitive linkage and commitment to customers. Employee ambassadorship identifies new categories and key drivers of employee subconscious emotional and rational commitment, while it is also liked with the emotional and rational aspects of customer commitment.

Engagement 68

Engagement White Paper Definition Consulting 68

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. Mobile Payments Are the Future.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Customers Rock!

MAY 5, 2011

The Hidden Power of Your Customers is a book about how to focus on your current customers so that you can lengthen and strengthen your business relationship with them, thus bringing about increased customer loyalty, customer advocacy, and ultimately increased referrals.

Books 79

Books Social Media 2006 Blog 79

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Culture 260

Culture 2006 Definition Employee Experience 260

CX Journey

NOVEMBER 10, 2015

In the spirit of " you can't transform something you don't understand ," there are two things you need to understand before you can move forward: the current state of: (1) your culture and the employee experience and (2) the customer and the customer experience. You need a strategy.

Government 64

Government Roadmap Culture Customer Journey Mapping 64

ShepHyken

SEPTEMBER 27, 2021

Just as you want the customer to experience an easy process and system when they do business with you, the same applies to your employees. 5 Ways to Make Your Customer the Hero on Social Media by Chris Kim. (PR Find ways to promote your customers on social media. It’s a simple idea.

Article 19

Article 2021 Customer Service E Commerce 19

Qualtrics

DECEMBER 15, 2021

Civil servants working in the CX space have mastered the art of getting scrappy for a quick win, using case studies to showcase the value of customer focus, and enabling leaders to make data-informed decisions. Though that “digital front door” garners plenty of attention, customers are likely beginning their experience elsewhere.

Customer Experience 26

Customer Experience Government Social Media Customer Centricity 26

Wootric

FEBRUARY 14, 2019

Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. He has implemented successful CX, VoC, social media and marketing programs and led highly-engaged teams, both co-located and remote around the globe. Why we love Rachel: She’s the Director of Customer Experience at Zuora.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ClearAction

APRIL 18, 2015

So Human Resources (HR) departments can make a big difference is helping companies achieve CX goals, as we discussed in Part 1 of this article: Seeing HR’s work within the bigger picture of external customers’ needs. Helping executives establish a customer-focused big picture in strategy and culture. —@tcrawford.

Customer Experience 96

Customer Experience Culture Social Media ROI 96

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Win/Loss Analysis: reasons for net new customers’ purchase decisions and existing customers’ renewal decisions.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

Michel Falcon Experience

JULY 17, 2015

Investing in social media, only to see “nothing happen” Working hard to acquire customers, but having these new customers never buy again or refer anyone. The most customer-focused entrepreneurs in the world know how to think long-term. I always audit the employee experience first.

Reference 60

Reference Employee Experience Wireless Customer Experience 60

Michel Falcon Experience

NOVEMBER 8, 2015

Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused. Don’t wait because it will not build itself. Have you downloaded my free ebook yet?

2016 60

2016 Customer Experience Chief Customer Officer Multi-Channel 60