ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You have to compete on service.”

Hospitality 75

Hospitality Exceptional Customer Service Hotels Travel 75

Customer Bliss

FEBRUARY 16, 2018

Customer Experience implementation within an organization is a major undertaking. The guests on my podcast, The Chief Customer Officer Human Duct Tape Show can certainly vouch for that sentiment. To avoid this problem, my suggestion is to learn and understand the five competencies. CX #CustExp Click To Tweet.

Customer Experience 235

Customer Experience Chief Customer Officer Customers Leadership 235

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You have to compete on service.”

Hospitality 67

Hospitality Exceptional Customer Service Hotels Travel 67

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. Think about some of the monumental paradigm shifts we’ve gone through as a society.

2021 177

2021 Customer Experience Contact Center Government 177

Customer Bliss

OCTOBER 10, 2019

Today, leaders in just about every industry understand that improving customer experience is essential for ease of customer interactions, reputation management, business efficacy, and overall success. A method for building shared processes and metrics to deliver one-company priority experiences.

Customer Experience 253

Customer Experience Metrics Innovation Leadership 253

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.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Alida

SEPTEMBER 26, 2018

But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 1: Improve the customer experience. Tiffani Bova, Growth IQ. “The

Customer Insights 408

Customer Insights Insights Books ROI 408

Customer Bliss

DECEMBER 15, 2017

There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process. If you listen to some of my past podcast episodes , you’ll learn that a majority of these CX leaders developed a strategy and customer journey that didn’t previously exist.

Customer Experience 286

Customer Experience 2018 Culture Books 286

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. But they should be actioning quantum customer centricity! Many people think that customer centricity is the same as customer experience. At least if they are thinking about the traditional CX model. The World Has Changed. Let me explain.

Customer Centricity 90

Customer Centricity Customer Experience Touchpoint Customers 90

Customer Bliss

JUNE 6, 2018

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy. And that means building a one-company approach to business strategies.

Chief Customer Officer 193

Chief Customer Officer Leadership Customer Journey Customers 193

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. How is value maximized?

Sports 71

Sports 2009 2022 Financial 71

ShepHyken

MARCH 5, 2024

The concert examples are not unlike two companies competing for a customer’s business. You don’t need outgoing employees wearing loud Hawaiian shirts for a customer to experience your brand. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Entertainment 82

Entertainment Workshop Customer Service Training Connections 82

Experience Investigators by 360Connext

APRIL 14, 2020

COVID-19 and the ongoing fallout from it — remote teams, changing budgets, new family dynamics — are competing for your attention, but don’t let your journey map collect dust right now. It’s one of the most useful tools you have in your customer experience toolbox at this moment.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Customer Bliss

SEPTEMBER 12, 2019

Earlier this year, Forrester released its report, The US Customer Experience Index, 2019. Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.”

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. We have a number of restaurants that have competed in worldwide competitions and come back with the first-place trophy. My friend Norman Beck loves BBQ, too. My comment: This is customer service 101. I live in St. Sell it at a fair price. Be nice to everyone.

Workshop 121

Workshop Customer Service Training Touchpoint Customer Service 121

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business. So, how do you compete with Amazon? Five Ways to Compete with Amazon.

Retail 133

Retail Books Advertising Customer Service Training 133

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Customer experience management can feel like a lot. What do customers really want?

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Beyond Philosophy

JANUARY 19, 2024

To learn more, click here. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. Ultimately, all departments should work together to enhance customer value. It’s called None of Us Are As Clever As All Of Us.

Sports 88

Sports Customer Experience Customer Centricity Reference 88

ShepHyken

OCTOBER 22, 2021

He shares six ways companies and their brands can deliver an exceptional customer experience. Companies and their brands are no longer built through advertising but through experiences, and these experiences are customer-driven.? . Here are six ways you can deliver an exceptional customer experience. .

Customer Experience 145

Customer Experience Management Return on Investment Banking 145

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 52

Customer Centricity 2024 Competitive Advantage Culture 52

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. Delivering top-notch CX increases customer loyalty and enhances brand reputation, which can boost revenue. Here are the key takeaways from the webinar.

Customer Centricity 83

Customer Centricity Telecommunications Webinar Feedback 83

Magellan Solutions

JULY 13, 2023

By incorporating AI into outsourcing, businesses can enjoy the following benefits: Access to advanced technology Access to specialized skills Reduced costs Increased efficiency Improved customer satisfaction Focus on core competencies Learn how AI can transform your business through outsourcing.

Competitive Advantage 97

Competitive Advantage Customer Satisfaction Innovation Call Center 97

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. Customers wait. Then we create opportunities by fixing those gaps. It’s 8:13 p.m.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

Customer Bliss

DECEMBER 1, 2016

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. It’s a series of competencies I’ve worked on over my career and within the past year. All the competencies connect to business growth.

2017 183

2017 Customer Experience 2016 Books 183

Think Customers

MAY 1, 2024

View the original and learn more about the ECXO. Seamless customer experiences and clear interfaces are two key elements leveraged by successful tech enterprise to generate adoption, with design being the key to overcoming solution complexity.

ROI 52

ROI B2B Sales Customer Success 52

Upstream Works

MARCH 17, 2022

Digital transformation poses distinct operational challenges for the contact center that go beyond the customer and agent experience; we’ll address two of those challenges here. A key change is the need for seamless omnichannel communication with the growing use of digital channels by customers.

Contact Center 78

Contact Center Call Center Omnichannel Technology 78

ClearAction

MARCH 22, 2024

CX is a Team Sport: 2 Surprising Views Lynn Hunsaker CX is a Team Sport was the CX Day 1 theme in 2021, celebrating the 10th anniversary of the Customer Experience Professionals Association. We all learn from each other in CX is one way CX is a team sport. ” Why? ” (silos!)

Sports 62

Sports 2024 Chief Customer Officer Customer Centricity 62

Lumoa

JUNE 30, 2022

If you want people in your organisation to appreciate the value of customer experience, you need to learn how to sell customer experience (CX) to those who are not dealing with it day in and day out. You need to learn (and teach) how to sell customer experience to your whole organization.

Customer Experience 110

Customer Experience Metrics Feedback Insights 110

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. I ended up learning (from the Tikitytok) about a plant medium called LECA (lightweight expanded clay aggregate). So, how does this relate to customer education? To make a change, I needed to learn something new (i.e., The same principle applies to customer education.

Webinar 98

Webinar Customers Customer Journey Engagement 98

CSM Magazine

OCTOBER 26, 2023

To continually improve workforce competency, an increasing number of companies are adopting assessment software to evaluate and enhance employee skills. It evaluates employees’ competency levels, allowing companies to identify areas for improvement and implement training programs.

Leadership 52

Leadership Sales Culture Engagement 52

Customer Bliss

NOVEMBER 8, 2019

As a customer experience leader, you need to have a good understanding of your organization’s culture. ” It’s decisions made and actions taken that prove that the customer commitment is real and not lip service. Actions must be congruent with our stated commitment to customer-driven growth.

Leadership 238

Leadership Chief Customer Officer Culture Customers 238

Upstream Works

APRIL 28, 2022

Technology is undeniably important for contact centers to deliver great customer experience (CX), but nothing matters more than your agents. Some forms of customer service are purely transactional, and chatbots are playing a growing role for that. When dealing with customers, call center agents need to respond in real time.

Contact Center 78

Contact Center Call Center Technology Communication 78

ShepHyken

MAY 29, 2023

Top Takeaways: Loyalty programs are used in different industries to attract new customers and retain existing ones. Loyalty programs have now evolved to include enhancing the customer experience. In the recent Achieving Customer Amazement study , 69% of customers say loyalty programs are important to them.

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

ShepHyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Out of 1,000 consumers, 65% said, “Yes.”

Article 126

Article 2021 Customer Service Retail 126

Totango

FEBRUARY 13, 2024

With TrustRadius’ 2024 Most Loved Award in hand, Totango is proud to showcase how it is at the forefront of providing data-driven customer insights, helping companies across the globe prevent churn, increase revenue growth, and boost team efficiency. Our team members are each saving about an hour a day on reports,” says Alice Simons , Sr.

2024 105

2024 Customer Journey NPS Customer Success 105

Beyond Philosophy

JULY 20, 2021

While we can’t predict they will do the same for you with certainty, we feel that they will be helpful in the pursuit of your career goals for yourself and your Customer Experience management goals for the organizations. The Experience Economy: Competing for Customer Time, Attention, and Money. by Todd Rose.

Books 148

Books Consulting 2002 Entertainment 148