CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

ShepHyken

MARCH 6, 2023

Top Takeaways: Human-centric CX design is all about communicating with customers, and this goes beyond a one-off survey. It is about regularly speaking with customers directly to deeply understand the customer. Plus, Michelle weighs in on ChatGPT and how it will impact customer experience.

Feedback 127

Feedback Contact Center Customer Centricity Customer Satisfaction 127

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 99

Call Center Contact Center Culture Engagement 99

ShepHyken

JANUARY 29, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    What are the challenges in creating a more customer-centric culture? How can leaders support employees in executing customer-centric initiatives?

Customer Experience 96

Customer Experience Customer Centricity Culture Leadership 96

ShepHyken

DECEMBER 11, 2023

Top Takeaways: The key to transforming companies into customer-centric organizations lies in adopting a customer experience mindset. Empowering employees to take positive actions that benefit customers can significantly impact team morale and reinforce the company’s customer-centric goals.

Customer Centricity 86

Customer Centricity Culture Loyalty Programs Loyalty 86

Alida

NOVEMBER 14, 2018

We can all agree customers are critical to a brand’s profitability. You can’t put both products and customers first. Why the customer should be your top priority. They think this is all they need to do to fuel growth and retain customers. You can get more money by being customer first? No business.

Brands 227

Brands Customer Centricity Retail Poor Customer Service 227

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 126

Healthcare Customer Centricity Customer Voice Voice of Customer 126

ShepHyken

DECEMBER 6, 2022

Building a Customer-centric Culture From the Frontlines to the C-suite. She shares how to leverage the insights of your frontline staff to design customer experiences and create a customer-centric culture. . Top Takeaways:    . Customers pay the bills. Without customers, there is no company.

Customer Centricity 121

Customer Centricity Culture Leadership Healthcare 121

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Loyalty 121

Loyalty Customer Service Brands Information 121

ShepHyken

DECEMBER 18, 2023

Top Takeaways: A brand is not just about a name. It’s about being united and joining together under a common set of values. This consistency in communication and empowerment fosters a workplace that is service-aware and dedicated to delivering outstanding customer experiences. This is why feedback is important.

Net Promoter Score 91

Net Promoter Score Customer Centricity Culture Employee Experience 91

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Article 135

Article 2021 Customer Service Loyalty Programs 135

Team Support

NOVEMBER 30, 2023

Your company’s reputation depends on excellent customer support. Even if you utilize tools like self-help, community forums, or automation, some customer issues still require a human touch. Although hiring staff can be costly, companies can’t afford to skip it if they are concerned about customer satisfaction.

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. My Comment: The title is a question that I’m often asked. and amazing customer service.

Article 61

Article Customer Service 2023 Customer Centricity 61

Experience Investigators by 360Connext

NOVEMBER 16, 2018

We’re all making predictions and tracking trends in customer experience. One thing we predict will not change for a long time is the need to reduce customer effort. Reducing efforts will only begin when organizations understand customer journeys and personas.”. Get your copy here! What will happen in 2019?

2019 236

2019 Contact Center Customer Journey 2018 236

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

ShepHyken

JANUARY 2, 2024

Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Employee experience is as important as customer experience. ” “Never be complacent.

2024 88

2024 Customer Experience Competitive Advantage B2C 88

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. They are improving the customer (citizen) experience. Of course, there’s more!

Article 84

Article 2024 Customer Service Government 84

ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Positive experiences in one industry can shape customer expectations in others.

Customer Satisfaction 84

Customer Satisfaction Exceptional Customer Service Customer Centricity NPS 84

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? We’ll discuss these concepts and explain how you can use them to grow your subscription-based business.

Customer Centricity 98

Customer Centricity Customers Sales Webinar 98

BirdEye

AUGUST 3, 2023

Imagine a world where every customer leaves your store, feeling satisfied and eager to return. However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). How to calculate your CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Net Promoter Score 98

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. Moreover, it allows them to learn a new language.

Customer Centricity 98

Customer Centricity Loyalty Programs Loyalty Financial 98

SurveySparrow

JUNE 23, 2023

Hello there, fellow customer-centric enthusiasts! Today, we’re diving deep into the world of customer feedback. More specifically, we’re exploring the voice of customer methodologies. These techniques help us understand what our customers truly want and need. What is the Voice of the Customer (VoC)?

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

ChurnZero

APRIL 12, 2022

Does your company have a chief customer officer (CCO)? If not, it might be time to consider the role for your organization. Would your business benefit from appointing a chief customer officer ? We’ll help you answer the most common questions to determine whether you need a CCO to attain your goals.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Touchpoint Leadership 98

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Difficult conversations lead to deeper customer connections.

Customer Success 98

Customer Success Customer Centricity Customers Sales 98

Magellan Solutions

SEPTEMBER 6, 2023

It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. 90% of MIT technology review respondents believe AI improves customer satisfaction —meanwhile, 72% swear by its ability to boost loyalty. revenue surge via customer engagement. revenue surge via customer engagement.

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

CSM Magazine

NOVEMBER 9, 2022

Customer-centric is the modern focus Customer Service Managers are seamlessly bringing into their businesses – understand your customer’s needs and solve them intelligently. Customer & Market Research. These customers are less concerned with price and quality and are more concerned about new motivations.

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. .

Customer Experience 62

Customer Experience Exceptional Customer Service Social Media Marketing 62

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. Podcasts offer listeners the flexibility to tune in and learn about a wide array of subjects, on-demand from anywhere, at any time. There’s a world of podcasts out there, so how do you know where to dedicate your time?

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Social Media 118

Social Media Competitive Advantage Books Brands 118

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. If you do, you are in the minority.

Customer Centricity 174

Customer Centricity Consulting Transportation Sports 174

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 146

Net Promoter Score Consulting NPS Customer Success 146

ShepHyken

JULY 27, 2021

Choose Your Customers. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. Not all customers will bring more profit to your bottom line.

Customer Centricity 98

Customer Centricity Communication Customer Service Brands 98

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 52

Customer Service Omnichannel Social Media Customer Satisfaction 52

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98