CX Journey

JULY 5, 2017

Image courtesy of Pixabay Customer focus. I recently attended a webinar about how to develop a customer-centric culture. One of the questions during the Q&A at the end of the webinar was something along the lines of, "Doesn't more customer focus means less focus on products, etc.?" It's all about customer focus.

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Customer Focused Webinar Customer Centricity Culture 55

CSM Magazine

MARCH 28, 2017

Here are 15 important points to help you conduct great customer focus groups: Have a clear understanding of the purpose of your focus groups. He helps retailers, service providers and professionals provide a Transformational Customer Experience(TM) to create customer devotion that leads to customer promotion.

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Customer Focused Entertainment Customers Document 45

CloudCherry

AUGUST 22, 2019

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset. Listen Now!

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Travel Customer Service Training Books Culture 240

InMoment XI

MARCH 6, 2024

Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization. The more advocates you have, the fewer ads you have to buy.”

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Customer Experience Social Media Customer Centricity Feedback 260

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. As a consultant, he guides clients who want to develop customer-focused cultures. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

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Customer Service Contact Center 2022 Magazine 251

Customer Bliss

MAY 10, 2019

How does a logistics company shift its gears to become more customer-focused? In today’s episode, Scott Allison , the Chief Customer Officer of DHL ’s supply chain, shares some strategies and tactics around communicating the brand’s message, telling the customer story, and improving employee and customer experience.

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Customer Focused Chief Customer Officer Social Media 2013 31

CloudCherry

AUGUST 22, 2019

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset. The post Do you say you want a Revolution?

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Travel Customer Service Training Books Culture 150

Beyond Philosophy

NOVEMBER 29, 2019

It starts with Naïve, which are the least customer-focused companies and are unaware of it. Next come the Transactional and Enlightened stages, which are firms that now recognize the problem and are consciously working to change their behavior to have a customer-focus.

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Customer Centricity Books Consulting Culture 142

ShepHyken

APRIL 21, 2021

When your customer calls, emails or texts you, you must respond. One of our subscribers to The Shepard Letter , Andy Saks, owner of Spark Presentations and professional corporate presenter , sent in a story worth sharing. (By By the way, if you’ve got an amazing – or horrific – customer service story, send it over.

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Insurance Presentation Customer Service Training Customers 156

ShepHyken

JANUARY 31, 2023

After the presentation, the client sent me an amazing testimonial about my speech; however, there was something else that I felt incredibly proud of. That’s what gets customers to say, “I’ll be back!” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service 142

Customer Service Hotels Customer Service Training Reference 142

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director. Stories can.

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Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. Head of Customer Experience Trait No.

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Customer Experience Chief Customer Officer Presentation E-support 231

ShepHyken

AUGUST 21, 2019

If you’ve ever seen one of my speaking presentations, you’ve most likely heard my story about my favorite cab driver. It is an example of excellent customer service. The article made me think about how all businesses should have a “should have” list, especially if you want your customers to have a certain experience.

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Customer Focused Insurance Customer Service Training Article 129

ShepHyken

MAY 12, 2021

During my live presentations, there is a part of my speech where I talk about Moments of Magic. These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If A customer had left her purse at the store. For information, contact 314-692-2200.

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Presentation Customer Service Training Retail Customer Service 166

ShepHyken

SEPTEMBER 22, 2021

Create a simple and easily remembered definition of what customer service looks like in your organization. Here at Shepard Presentations, we live by three words: Always Be Amazing! We want to be amazing for our clients and teach them to be amazing for their customers, clients, guests, etc. . It should be one sentence or less.

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Culture Customer Centricity Sports Definition 110

ShepHyken

APRIL 28, 2021

Our colleague here at Shepard Presentations, Nate Jones, shared a story about something that recently happened to his father. This is a great customer service training lesson. So, he calls the dealership’s customer service number, which was actually a support center for all of that brand’s dealerships in the U.S.

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Transportation Customer Service Training Presentation Customer Service 174

ShepHyken

MAY 4, 2022

To share compliments like Bailee, you have to be engaged and present for each and every customer. . Take a lesson from Bailee and say something nice at the beginning of every conversation with a customer, colleague, friend, or family member.? . It doesn’t cost a thing to say something nice to someone. . No faking it.

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Airlines Customer Service Training Presentation Engagement 130

Customer Bliss

MARCH 10, 2016

Optimizing customer feedback is one of the most straightforward ways to gain momentum for customer focus. You only need to engage active leadership listening and direct the organization to hear your customers’ stories. GIVE PERMISSION: Present insights by stage of the customer journey.

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Leadership Customer Journey Presentation Connections 154

ShepHyken

AUGUST 31, 2022

So, why is this important to the world of customer service and customer experience? . I recently presented a customer service keynote speech for a company event at Gershman Investment Corp. That was the setup for an exercise we did in the middle of the presentation. Follow on Twitter: @Hyken.

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Hospitality Books Customer Service Training Presentation 68

ShepHyken

MAY 26, 2021

Even though this is about a sales presentation, it ties into customer service. It has to do with preparation, knowing your customer, understanding what they want, and more. This is what great salespeople do to prepare for a meeting with a customer or client. I could let this slide if it weren’t for what followed.

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Sales Customer Service Training Presentation Customer Service 145

ShepHyken

MAY 18, 2022

What made me think of this was when Angelica, one of our team members at Shepard Presentations, shared a customer service story about why she chose one coffee shop over another, even though it was more expensive. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

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Workshop Customer Service Training Customer Service Presentation 121

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. How do we make this happen?

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2023 Customer Experience Chief Customer Officer Fashion 62

ShepHyken

MAY 19, 2021

This is simply a positive experience we created for either a customer or team member at Shepard Presentations. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 142

Customer Service Customer Service Training Culture Presentation 142

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. Follow on Twitter: @Hyken.

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B2C Customer Service Training B2B Definition 126

Customer Bliss

MARCH 29, 2016

To that end, I offer this nine-step action plan for inspiring customer-focused growth in employees. Leading for customer-focused growth must include clarity for employees – beyond identifying what they failed to do. Customers want to see that. It’s a crucial element of customer-focused growth.

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Experience Investigators by 360Connext

OCTOBER 2, 2018

But what’s even trickier is when you may not have customer experience or customer insights in your title. Being a customer-focused leader is a tall order. So how can you lead by example to make the experience better for your customers, regardless of where you are on the org chart? Did we find out?

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Customer Experience Culture Leadership Consulting 225

ShepHyken

FEBRUARY 17, 2021

And, if you focus on 1% (or more) again and again, over time you will make big improvements that will have a positive impact on your customers, employees, internal processes, and your bottom line. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

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Reference Customer Service Training Article Presentation 147

ShepHyken

JANUARY 13, 2021

I was recently on a Zoom presentation with Horst Schulze , first president and co-founder of the Ritz-Carlton chain. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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Hotels Customer Service Training Presentation Information 149

Customer Bliss

JANUARY 17, 2017

Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus. He had to present a proposal for his first 90 days in the role. Lead Transformational Change in a highly change fatigued organisation, revitalising employee and customer focus while driving major process reform programs.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

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Customer Centricity Net Promoter Score Social Media Books 129

ShepHyken

MARCH 23, 2022

It’s about being present, as in in-the-moment, and realizing what you can, can’t, should, or shouldn’t do. In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. They are a big part of why customers say, “I’ll be back!” . They aren’t about talent.? .

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Books Customer Service Training Reference Presentation 127

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. million people in the state.

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Chief Customer Officer Engagement Call Center Leadership 195

Experience Investigators by 360Connext

JANUARY 18, 2022

Create a book club focused on CX and invite authors to discuss customer-focused ideas. Develop a “customer room” either in-person or virtually. Ask leaders who are committed to the customer experience to present to the entire organization and share what they’re doing.

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Culture Customer Centricity Customer Journey Feedback 378

Service Untitled

APRIL 2, 2010

Service Untitled The blog about customer service and the customer service experience. The stores were all designed and recreated using the feedback of customers and customer focus groups that had been developed. So what did customers say they wanted? The customer focus group wanted wide and clutter free aisles.

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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. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

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Airlines 2017 Metrics Social Media 152

Natalie Petouhof

DECEMBER 9, 2022

Today we’re going to talk about empathy, a huge topic that I’m very interested in, and technology and how you can bring them together in support of building great customer and employee experiences. in high energy particle physics – her first job made her realize how customer-centric she was (1:03).

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Insights Customer Experience Customer Centricity Presentation 52

Beyond Philosophy

JANUARY 23, 2020

However, if you want to be one of the 75 percent that is still working at making your organization more customer-focused, and you want to show that your programs well, work, here’s what you have to do: You need to engage in research on what drives value for customers in reality.

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Return on Investment Customer Experience Professionals Leadership Consulting 177