ijgolding

OCTOBER 3, 2016

Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country! However, we all know what it feels like to be a few pieces away from completing the picture, only to find that there are pieces missing!!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ShepHyken

JULY 4, 2016

Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. How Employee Culture Impacts Customer Experience by Eric Berridge. My Comment: What’s happening on the inside of an organization is felt on the outside by the customers. This article proves that point.

Customer Service 81

Customer Service Culture Hotels Tips 81

CX Journey

APRIL 5, 2017

It was published on their blog on June 7, 2016. Are you following the 10 Commandments of Customer Experiences? In May 2016, I spoke at CallidusCloud Connections (C3); if you've never been to this event, be sure to check it out this year! When that happens, the customer wins. I've made slight modifications.

Customer Experience 144

Customer Experience Policies Employee Experience Innovation 144

Customer Bliss

FEBRUARY 21, 2017

From his LinkedIn: Strategic marketing leader with proven history of team development, brand building, revenue growth, vision, innovation and customer-focused marketing solutions for B2C and B2B audiences. He also worked to bring traditional UX and UI employees into the customer/client fold, for an array of different perspectives.

Chief Customer Officer 160

Chief Customer Officer Groups B2C Course 160

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney. Follow on Twitter: @Hyken .

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. For information contact or www.hyken.com.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ijgolding

JANUARY 17, 2017

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here.

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

ShepHyken

JUNE 20, 2016

My Comment: If you asked me to list the three of the most customer centric companies, I would have guessed two out of three correctly (and you probably would, too). Here are three great companies, Amazon, Southwest Airlines and TD Bank (I wouldn’t have guessed this last one), that are relentless when it comes to being customer focused.

Customer Service 78

Customer Service Loyalty Programs Customer Centricity Chatbots 78

ijgolding

JANUARY 24, 2017

It has also been evident for many years that the region has been increasingly focused on delivering great customer service – not just a great product. Thus, the term ‘customer service’ is not new. Yet despite this, a demonstrable understanding and application of Customer Experience has not been as obvious.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

Kayako

MARCH 14, 2017

Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2 billion valuation. Just staff and samples.

Brands 99

Brands Customer Experience Retail e-support 99

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Millennials surpassed Gen Xers in 2016.” What does all this have to do with improving the customer and employee experience in an organization? We used to say happy employees equal happy customers.

Culture 56

Culture Strategy Examples Engagement 56

Customer Guru

MARCH 13, 2018

Mr. Nadgir joined TrueNorth in 2016 and has been closely involved in supporting and building TrueNorth companies across different sectors including healthcare, consumer goods, industrial services, etc. He also talks about the need to leverage customer reviews in order to bring about this change in an organization.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

CX Journey

MAY 24, 2017

It appeared on their blog on August 29, 2016. Quite simply: without employees, you have no customer experience. The linkage between employee engagement and experience and the customer experience has been proven. Employees are critical to the customer experience, which is critical to the success of the business.

Engagement 154

Engagement Strategy Customer Experience Customer Journeys 154

ShepHyken

SEPTEMBER 19, 2016

This article is filled with comments about the company’s culture, empowering employees and much more. 10 Tips For Making Customers Feel Welcome by Richard R. TCFCR) Here are my ten tips for making customers feel welcome. How to Avoid Creating a Negative Culture of Cynicism and Sabotage by Tracy Maylett.

Customer Service 0

Customer Service Chatbots Culture Tips 0

Provide Support

FEBRUARY 9, 2016

People who work in your company create the atmosphere your customers feel when they interact with your team. Well trained and friendly employees will always provide high quality customer service, but how to achieve this? The task of creating a customer focused culture is not as easy as it seems to be. Read more.

Infographics 40

Infographics Culture Customer Service Customers 40

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

Beyond Philosophy

DECEMBER 8, 2015

Saboteurs are active and frequently vocal detractors about the organization itself, its culture and policies, and its products and services. These individuals are negative advocates, communicating their low opinions and unfavorable perspectives both to peers inside the company and to customers, and others, outside the company.

Customer Experience 60

Customer Experience Study Insurance Leadership 60

ShepHyken

JULY 25, 2016

(Help Scout) If you’re starting, growing or working in a customer service team, we’ve collected the books we think are most worth your valuable time. Our friends at Help Scout shares a great list of 27 books on customer service, experience, culture and more that will help keep you at the top of your game.

Omni-Channel 48

Omni-Channel Customer Service B2C eBook 48

ShepHyken

SEPTEMBER 26, 2016

Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Are you serving your customers or smothering them?

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

JULY 18, 2016

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. LinkedIn) The really interesting cultural phenomenon around Pokémon Go is that it has very quickly normalised AR. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

Kayako

JANUARY 24, 2018

Business will be more customer-centric with a whole customer experience strategy. In 2016 one study found that 75% of companies said their top objective was to improve customer experience. Jeff Toister is the bestselling author of The Service Culture Handbook. Customer support works better as a team sport.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Customer Bliss

MARCH 8, 2016

In a customer-obsessed culture guided by customer-focused decision-making , social is a channel you need to take into account. — Deb Chachra (@debcha) March 4, 2016. Focus on aligning all those things around the end customer of your product or service. YHM8GYQRfb pic.twitter.com/mCggcq1A6M.

Social Media 90

Social Media Customer Experience Case Study Culture 90

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Aimee Lucas. Jeremy Watkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

NOVEMBER 22, 2017

Orientation : In this stage, the employee settles into the job, integrates with the corporate culture, familiarizes himself/herself with coworkers and management, and generally establishes his/her role within the organization. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day.

e-support 89

e-support Banking Culture Consulting 89

ijgolding

JANUARY 19, 2016

So when I confirmed that I would be travelling to Florida in January 2016, I immediately sensed an opportunity to put my personal theories to the test! I was not too surprised though – airports are a slightly different kettle of fish to any other environment – would I see the real Customer Focused US on exit?

Airlines 120

Airlines Customer Experience Travel Customer Centricity 120

ShepHyken

SEPTEMBER 5, 2016

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of September 5, 2016 appeared first on Shep Hyken.

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Aimee Lucas. Jeremy Watkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. In reality, the customer is the backbone of everything you do. Customer-Focused Organizational Decision-Making Begins With Connecting Silos. I call this one-company leadership.

Loyalty 100

Loyalty Chief Customer Officer Leadership B2C 100

ECXO

AUGUST 2, 2023

To know more about Shep you can visit his webpage: [link] What You Will Learn: In this fireside chat, we’ll ask Shep about the following topics: How to generate Convenience that will ensure customer return and how to develop Loyalty in such a challenging period after the Pandemic. Connect with Andrew Bryant !

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

ReviewTrackers

JUNE 29, 2017

There’s no shortcut to creating a great customer experience. It takes a thoughtful strategy, a customer-focused organization, and a design that delivers on your brand promise. But many companies fail to handle problems effectively, which contributes to poor customer experience and engagement.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Beyond Philosophy

OCTOBER 31, 2016

On Tuesday night, he apologized to his employees, acknowledging that the scandal not only hurt customers, but employees as well. Fixing a Broken Culture. Sloan admitted that the bank will hire ‘outside culture experts’ to help them figure out where they went wrong. As an outside culture expert, I say, ‘Good move’.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Customer Bliss

APRIL 7, 2016

Tim Calkins, a marketing professor at Northwestern’s Kellogg School of Management, wrote an article in early 2016 entitled “Nobody Asked For Uber.” — but their primary “role” was actually just an executive focusing on customer growth and satisfaction. Again: connect the silos.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Provide Support

APRIL 5, 2016

In addition to being a great source of inspiration these quotes help to keep your company’s customer focused culture alive. Providing an exceptional and superior customer service is an integral part of any business success. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Customer Service 40

Customer Service Culture Customers Customer Focused 40

Blake Morgan

MARCH 13, 2023

Progressive Insurance ( Tricia Griffith , President and CEO) Since becoming CEO in 2016, Tricia Griffith has more than quadrupled the company’s stock price. Her focus on customers and innovation. Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need.

Customer Centricity 66

Customer Centricity Company Insurance Hotels 66