ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Article 91

Article 2021 Customer Service Retail 91

ShepHyken

DECEMBER 26, 2022

Beyond Discounts: The New Rules for Today’s Top Loyalty Programs by Charlie Casey. My Comment: If you think that customer loyalty programs are about discounts and points, think again. True loyalty programs make customers feel special and connected to the company. Follow on Twitter: @Hyken.

2022 65

2022 Article Loyalty Programs Customer Service 65

ShepHyken

AUGUST 2, 2021

(Forbes) Customer experience encompasses far more than your products, customer service, technologies, processes, and culture. But it’s also the latest, even seemingly insignificant interaction you had with a customer. My Comment: In the eCommerce world, our customers are using multiple channels to connect with us.

Article 93

Article 2021 Customer Service Hospitality 93

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. Customer experience includes all of the interactions that a customer has with your brand.

Customer Experience Design 83

Customer Experience Design Customer Experience User Experience Touchpoint 83

ShepHyken

JANUARY 30, 2017

This excellent article focuses on five traits that anyone who interacts with customers should practice. Digital Customers Less Loyal by Tanya Gazdik. According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience.

2017 81

2017 Article Customer Service Airlines 81

Customers Rock!

SEPTEMBER 6, 2011

Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Organizations should be asking this question: Which companies have the best practices in customer focus across all industries ? Do you know what your customers want from you?

Customer Experience 89

Customer Experience Social Media Customer Expectations Customers 89

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. What aspects of the customer experience are most important to our organisation? INTRODUCTION.

CEM 40

CEM Insurance Telecommunications Customer Satisfaction 40