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

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. This line from the article articulates this perfectly: In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

ShepHyken

MAY 30, 2016

My Comment: One of the sentences in the first paragraph of this excellent article read: “…a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage.” Customer service and experience are becoming the most important way to compete.

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

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

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. Excellent customer experiences grow customer loyalty. Collaboration will power personal customer support.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

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. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

JULY 11, 2016

Maritz Motivation Solutions: Six Questions to Ask Before Launching a Loyalty Program by PR Web. My Comment: While this is a press release put out by Maritz, it links to a free download of “The Insider’s Guide to Customer Loyalty.” Well worth your attention, especially if you have any type of customer loyalty program.

Customer Service 48

Customer Service Loyalty Programs Loyalty Tips 48

Beyond Philosophy

DECEMBER 8, 2015

Employee ambassadorship research can be combined with existing customer and employee loyalty solutions to provide companies comprehensive and actionable insights on the state of their employees’ attitudes and action propensities, and how those may be affecting customer behavior. There’s a lot more to tell.

Customer Experience 60

Customer Experience Study Insurance Leadership 60

ShepHyken

AUGUST 8, 2016

This article by Shai Berger, CEO of Fonolo and an expert in the customer support world, shares his thoughts in this thought provoking article. 7 Steps to a Flawless Loyalty Program by Timi Garai. Plus, the infographic also explains how a loyalty program can help to increase your ecommerce store’s profit.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

ShepHyken

DECEMBER 5, 2016

Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio. Travel Market Report) The lodging industry’s efforts to “own the customer” with direct deals are worrying some travel agents, who are concerned that special offers will shift their clients’ loyalties. For information contact or www.hyken.com.

Customer Service 48

Customer Service Travel Customer Retention Loyalty 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

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

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 17, 2016

While the article focuses on differences between paying customers and others that get services for free, there are valid points for just about any type of business. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw. My Comment: Creating customer loyalty doesn’t have to be complicated.

Customer Service 48

Customer Service Customer Journeys Tips Exercises 48

ShepHyken

SEPTEMBER 12, 2016

People, especially our customers, want to know they are appreciated. 8 Etiquette Tips to Inspire Customer Loyalty by Diane Gottsman. Without this basic foundation, there is no relationship, only your customer disappearing in search of someone else who can meet their needs. For information contact or www.hyken.com.

Customer Service 48

Customer Service Tips Loyalty Customer Service Training 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

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Here are my top five picks from last week.

Social Media 48

Social Media Customer Service Self Service B2C 48

ShepHyken

JULY 18, 2016

(LiveChat) Read funny customer service quotes to find out why customers are like teeth and why not responding on Twitter is quite similar to hanging up the phone on customers. Some very funny, but at the same time very serious, customer service quotes. Customer Loyalty: Obligation or Happy Marriage?

Social Media 48

Social Media Customer Service Customer Service Training Culture 48

ShepHyken

OCTOBER 24, 2016

My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Government Social Media Customer Care 48

ShepHyken

AUGUST 22, 2016

(Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. My Comment: How can you increase customer retention? It’s more than a list of ways to boost customer loyalty. Read this article.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

DECEMBER 19, 2016

How text marketing can help court and maintain customer loyalty by Alexa Lemzy. 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. Thanks for sharing!

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

ShepHyken

DECEMBER 12, 2016

And the answers about how Zappos is using – or not using – some of the hot technology (such as chatbots) in the customer service industry is fascinating. Social media ROI, loyalty and the customer experience by Chris Teso. Retail Customer Experience) Retail executives have begun to question the role of social media marketing.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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

AUGUST 15, 2016

And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe . Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 48

Customer Service Social Media Chatbots Tips 48

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. In the future, sales, marketing and customer service must be connected (and preferably on a single platform) so that the customer experience is consistent. The post 20 Top Customer Focused Takeaways from CRM Evolution appeared first on Parature.

CRM 40

CRM Customer Focused Self Service Conference 40

ShepHyken

SEPTEMBER 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 September 26, 2016 appeared first on Shep Hyken.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

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. Driving customer loyalty.

Customer Experience Design 70

Customer Experience Design Customer Experience Touchpoint Social Media 70

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Customer Experience Spring Cleaning: Your 5 Best Investments by Blake Morgan. For information contact or www.hyken.com.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

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

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. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Jeff helps clients develop customer-focused cultures.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

NOVEMBER 22, 2017

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. You Also Might Like… 6 Key Statements to Propel Your Customer Experience Program.

e-support 89

e-support Banking Culture Consulting 89

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

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

Verint

DECEMBER 13, 2016

Earlier this month, we wrapped up Verint’s global Engage customer events for the year at the amazing Savoy Hotel in London.

Engagement 39

Engagement Customer Engagement Hotels Customers 39