Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. In the first quarter of 2016 alone, fintech startups saw an influx of $5.2 Focusing on customer interactions.

Customer Experience 193

Customer Experience Financial Banking Culture 193

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

Ecommerce 195

Ecommerce Banking Retail Groups 195

ShepHyken

JULY 4, 2016

My Comment: What’s happening on the inside of an organization is felt on the outside by the customers. Great story backed up with some simple “how to’s” to build a customer focused culture. Marketing Nutt) Customer reviews on sites like Yelp, Google and industry-specific sites can be the lifeblood of businesses across verticals.

Customer Service 81

Customer Service Culture Hotels Tips 81

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. 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.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

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. For information contact or www.hyken.com.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year?Will Will 2016 be the year that you fully commit to improving your customer experience?I I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused.

Customer Experience 60

Customer Experience Employee Experience Customer Focused Customers 60

ShepHyken

DECEMBER 26, 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 December 26, 2016 appeared first on Shep Hyken.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

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

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

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!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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

Michel Falcon Experience

NOVEMBER 8, 2015

As 2016 nears, have you started to map out your customer experience strategy for next year? Will 2016 be the year that you fully commit to improving your customer experience? I don’t mean that you continue to tell your customers, employees and business partners (i.e. vendors) that you’re customer-focused.

Customer Experience 60

Customer Experience Customer Journeys Chief Customer Officer Survey 60

Heart of the Customer

NOVEMBER 12, 2019

Successful customer journey maps drive customer-focused change like improving customer experience, developing a new way to deliver value to customers, or reducing the cost to serve current customers. The reason?

Customer Journeys 114

Customer Journeys Customer Experience Professionals Study Customers 114

ShepHyken

MAY 30, 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 May 30, 2016 appeared first on Shep Hyken.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

Customer Bliss

NOVEMBER 28, 2017

Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. The leaders knew that their ABG products were good, but they had to implement a plan that would help them understand how satisfied the customers were. .

Culture 197

Culture Customer Centricity Customer Journeys Company 197

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

Tricia Morris

DECEMBER 18, 2015

Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst. Annette Franz: Certified Customer Experience Professional, CX Journey Author and CXPA Board Member. Tricia Morris: Parature, from Microsoft Sr. .

Trends 40

Trends Chief Customer Officer Customer Service eBook 40

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

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

OCTOBER 5, 2022

When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. Create the experience that gets customers to not only buy today, but will also say, “ I’ll be back ” tomorrow. . And here is where the story gets better. .

Sales 125

Sales Customer Service Advertising Customer Service Training 125

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. For information contact or www.hyken.com.

Omni-Channel 48

Omni-Channel Self Service Customer Service Infographics 48

ShepHyken

NOVEMBER 28, 2016

You May Be Thinking about Customer Experience All Wrong by Danny Wong. Salesforce Canada) In recent years, the term “customer experience” has garnered buzz in the business community. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

Beyond Philosophy

DECEMBER 8, 2015

Our research process brings in several components which build on, but differ markedly, from traditional, or standard, employee satisfaction and engagement techniques: For one difference, the attributes we examine actively include a significant proportion that are customer focus-related. . There’s a lot more to tell.

Customer Experience 60

Customer Experience Study Insurance Leadership 60

ShepHyken

NOVEMBER 21, 2016

Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

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

Michelli Experience

DECEMBER 27, 2017

Here are just a few of the search findings from this year: May 5 th, Retail Armageddon: More bankruptcies in four months than all of 2016. The core principles of customer experience excellence remain in retail and all sectors: Listen, observe, and understand the wants, needs, and desires of your customers. Chupacabra.

Retail 138

Retail Consulting Sales Customer Experience 138

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

ijgolding

JANUARY 26, 2016

The leader said that his team were always looking for ways to become even more customer focused. They recognised that not only did the agenda not contain any focus on customer experience, the other items on the agenda were also not discussed with the customer in mind. How simple is that?!

Meeting 120

Meeting Financial Leadership Customers 120

ShepHyken

JUNE 6, 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 June 6, 2016 appeared first on Shep Hyken.

Customer Service 48

Customer Service Infographics Innovation Customer Service Training 48

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

OCTOBER 24, 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 October 24, 2016 appeared first on Shep Hyken.

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

AUGUST 22, 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 August 22, 2016 appeared first on Shep Hyken.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

DECEMBER 19, 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 December 19, 2016 appeared first on Shep Hyken.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

ShepHyken

DECEMBER 12, 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 December 12, 2016 appeared first on Shep Hyken.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

DECEMBER 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 December 5, 2016 appeared first on Shep Hyken.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 48

ShepHyken

NOVEMBER 14, 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 November 14, 2016 appeared first on Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

AUGUST 8, 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 August 8, 2016 appeared first on Shep Hyken.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48