ShepHyken

MAY 30, 2016

(LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. My Comment: Who’s in charge of customer service and experience? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 72

Customer Service Self Service Competitive Advantage Tips 72

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

ijgolding

JANUARY 26, 2016

Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. Last year, I observed the leader of a business addressing his peers at a senior leadership meeting. The leader said that his team were always looking for ways to become even more customer focused.

Meeting 120

Meeting Financial Leadership Customers 120

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.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

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

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.” I call this one-company leadership. If interested in much more around this, check out Chief Customer Officer 2.0 or I Love You More Than My Dog.

Chief Customer Officer 100

Chief Customer Officer Leadership Hotels Connections 100

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 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. This article is essential reading for anyone in leadership and management. How to Put People in the Right Mood by Kevin Daum.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 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

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

JUNE 6, 2016

My Comment: This isn’t so much an article as it is a compellation of stats and facts about customer service and experience. Ritz Carlton Leadership Center) How far would you go to leave your customers with a magical memory? Worth the time to read and think about how you can be on the right side of these stats.

Customer Service 48

Customer Service Infographics Innovation Customer Service Training 48

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

John Paul

JULY 17, 2018

July 17 th , 2018 – Hong Kong – John Paul, the number one worldwide loyalty solutions service that was acquired by AccorHotels in 2016, is fast expanding in Asia Pacific (APAC). This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. www.johnpaul.com.

Omni-Channel 40

Omni-Channel Leadership Self Service Automotive 40

Kayako

NOVEMBER 21, 2018

You can’t expect your entire organization to put customers first if leadership doesn’t. A company-wide email from the CEO expressing the brand’s dedication to customer service is meaningless if their actions don’t match. He actively engages with customers. Reward great customer service.

Culture 120

Culture Banking How To Customer Service 120

ijgolding

NOVEMBER 29, 2016

Here are my top five reasons behind the failure to commit: Leadership failing to ‘operationalise’ Customer Experience – as the saying goes, ‘talk is cheap’ – no-one ever changed anything just by talking about it. Sustaining a customer focused strategy is extremely challenging in these circumstances.

Customer Experience 120

Customer Experience Company Customer Centricity Strategy 120

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Dan’s 20-year career has consistently focused on delighting customers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

NOVEMBER 22, 2017

CMC Thought Leadership Principal, Beyond Philosophy. How these practices mesh and produce desired employee and customer value was nicely summarized by Claudia Saran, a KPMG Principal. The Suggested Prescriptive: Simple, get all employees as close to customers as possible, every day. Michael Lowenstein, Ph.D.,

e-support 89

e-support Banking Culture Consulting 89

Blake Morgan

MARCH 13, 2023

Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. Although women are still underrepresented in leadership positions, tides are changing to include more women in the C-suite. We need women in leadership roles more than ever before.

Customer Centricity 66

Customer Centricity Company Insurance Hotels 66

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

Beyond Philosophy

OCTOBER 31, 2016

For the employees left behind to fix the mess leadership left for them, it can be demoralizing. After all, how proud would you be to announce where you work at a crowded bar when it defrauded over two million customers? Although it might have been interesting to read how many different ways customers could tell Wells Fargo where to go!

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

SurveyGizmo

DECEMBER 13, 2017

While taking a look at how customer experience programs matured this year, we saw a “customer obsession” shift from an operational business standpoint — a prediction Forrester made in late 2016. . Customer Obsession.

Customer Experience 58

Customer Experience e-support Customers Study 58

Experience Matters

APRIL 7, 2015

Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. Our mission to provide customers with the best insights possible empowers each of our employees, regardless of their role in the company, to continually think of new ways to improve the customer experience.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ShepHyken

MARCH 31, 2023

Earlier this year, Jeff Toister of Toister Performance Solutions and author of The Service Culture Handbook surveyed 951 customer service agents on their burnout risk. Compared to his 2016 survey, there was a 15 percentage point reduction in overall burnout risk and a 2 percentage point reduction in severe burnout risk.

Customer Service 70

Customer Service How To Handbook Chatbots 70

CX University

JULY 31, 2024

Reflecting on a practical application of this approach, I recall a 2016 workshop where I, alongside a fellow CX University faculty leader, engaged key stakeholders of a major national utility in a two-day intensive CX training. The retail sector provides a clear example of the importance of ‘everyone’ in Customer Experience (CX).

Chief Customer Officer 52

Chief Customer Officer Culture Retail Policies 52

Peter Lavers

AUGUST 5, 2016

It may seem unbelievable in 2016 that I am still speaking with companies that rely on product systems, ‘black books’, shared folders and manually-produced spreadsheets to manage and measure customer relationships in their business. Well, here are some of the reasons with suggestions for how to begin resolving them: Leadership.

Customer Centricity 40

Customer Centricity Tools CRM System 40

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. But having the ability—the option—to connect with another human being when questions or doubts arise before, during, or after the purchase is a key part of any customer journey. It builds loyalty and a long-term digital relationship with the customer.

Contact Center 40

Contact Center Retail Omni-Channel Customers 40

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success Chief Customer Officer Leadership B2B 21

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

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

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 100

Retail Consulting Sales Customer Experience 100

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. During that time, she launched her natural skin care line focused on combating skin blemishes. Salesforce recently released the 2016 edition of the State of Marketing report.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40