ShepHyken

DECEMBER 18, 2017

The author has an interesting twist and discusses the move from a customer journey map to a customer experience map. The focus is on both the acquisition of a new customer as well as the retention of that customer. The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova.

Customer Journeys 79

Customer Journeys Customer Service Infographics Customer Service Training 79

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

Customer Service 83

Customer Service Airlines Self Service Tips 83

ShepHyken

JULY 31, 2017

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 July 31, 2017 appeared first on Shep Hyken.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

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. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

SEPTEMBER 18, 2017

By implementing these processes that go beyond customer service and into other parts of your company, you’ll see how a customer-centric culture can drive new levels of internal customer focus as well as higher customer satisfaction. My Comment: This article is about the importance of a customer-centric culture.

Customer Service 84

Customer Service Hospitality Customer Centricity Competitive Advantage 84

ShepHyken

MAY 29, 2017

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 29, 2017 appeared first on Shep Hyken.

Customer Service 101

Customer Service Airlines Chatbots Resources 101

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017.

Culture 55

Culture Customer Focused Knowledge Base Effort Score 55

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. Think Smiling Companies, Happy Customers.

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer CEM 45

ShepHyken

APRIL 10, 2017

You most likely have heard the Nordstrom story of the customer returning a set of tires. That story has served Nordstrom well in a number of ways, including putting them on the map as one of the most customer focused companies on the planet. The cost of NOT focusing on Customer Experience by Ian Golding.

Omni-Channel 80

Omni-Channel Customer Service Self Service eBook 80

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design. Session Host / Moderator: Su Ahn, VP of Customer Excellence, Farfetch.

Video 40

Video Roadmap Innovation Customers 40

ShepHyken

SEPTEMBER 11, 2017

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 11, 2017 appeared first on Shep Hyken.

Self Service 84

Self Service Customer Service Customer Service Training Customer Care 84

ShepHyken

MAY 8, 2017

My Comment: Here is a deeper dive into the concept of “Customer First.” ” There are plenty of stats and facts – and some charts – to back up the concept that a customer-focused approach should be at the top of your list for your organization’s culture and strategy. Follow on Twitter: @Hyken.

Customer Service 81

Customer Service Airlines Contact Center Conference 81

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

Self Service 76

Self Service Customer Service Social Media Feedback 76

ShepHyken

AUGUST 14, 2017

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 14, 2017 appeared first on Shep Hyken.

Customer Service 83

Customer Service Retail Airlines Innovation 83

ShepHyken

NOVEMBER 6, 2017

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 6, 2017 appeared first on Shep Hyken.

Customer Service 85

Customer Service Customer Centricity Customer Service Training Meeting 85

ShepHyken

OCTOBER 16, 2017

Shep Hyken is a customer serv ice 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 16, 2017 appeared first on Shep Hyken.

Customer Service 78

Customer Service ROI Retail Touchpoint 78

ShepHyken

NOVEMBER 27, 2017

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 27, 2017 appeared first on Shep Hyken.

Customer Service 76

Customer Service Loyalty Programs Loyalty Retail 76

ShepHyken

AUGUST 28, 2017

.” 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. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 83

Customer Service Contact Center Ecommerce Loyalty Programs 83

ShepHyken

MARCH 6, 2017

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 March 6, 2017 appeared first on Shep Hyken.

Customer Service 83

Customer Service Social Media Roadmap Tips 83

ShepHyken

OCTOBER 23, 2017

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 23, 2017 appeared first on Shep Hyken. For information ciontact (314)692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

ShepHyken

OCTOBER 2, 2017

Shep Hyken is a customer serv ice 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 2, 2017 appeared first on Shep Hyken.

Customer Journeys 84

Customer Journeys Customer Service Chatbots Customer Centricity 84

ShepHyken

APRIL 17, 2017

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 April 17, 2017 appeared first on Shep Hyken. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Social Media 79

Social Media Customer Service Airlines Loyalty 79

ShepHyken

JANUARY 9, 2017

This short article has a number of tips that will drive the “next time customer.” Handled properly, that customer will turn into a loyal, long term relationship. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

MAY 1, 2017

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 1, 2017 appeared first on Shep Hyken.

Customer Service 85

Customer Service Social Media Retail Transportation 85

COPC

APRIL 6, 2018

The importance of delivering an exceptional customer experience, particularly through channels other than voice, should not be underestimated. The post Emphasizing Customer-Focused Metrics in Non-Voice Channels appeared first on COPC Inc.

Metrics 40

Metrics Customer Focused Call Center Social Media 40

ShepHyken

JUNE 12, 2017

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 12, 2017 appeared first on Shep Hyken.

Customer Service 80

Customer Service Infographics Metrics Loyalty 80

ShepHyken

MARCH 20, 2017

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 March 20, 2017 appeared first on Shep Hyken.

Customer Service 75

Customer Service Social Media Travel Loyalty 75

ShepHyken

FEBRUARY 20, 2017

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 February 20, 2017 appeared first on Shep Hyken.

Customer Service 87

Customer Service Contact Center Loyalty Customer Success 87

ShepHyken

JUNE 5, 2017

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 5, 2017 appeared first on Shep Hyken.

Airlines 74

Airlines Customer Service Retail Telecommunications 74

ShepHyken

JANUARY 16, 2017

At the end of their experience, you want your customers to say, “I want to come back for the sequel.”. 5 Key Customer Experience Trends for 2017 by Donna Peeples. Huffington Post) In the spirit of the New Year, here are my top 5 customer experience predictions and trends for 2017. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Contact Center Customer Retention Loyalty 48

ShepHyken

MAY 15, 2017

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 15, 2017 appeared first on Shep Hyken.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

ShepHyken

SEPTEMBER 25, 2017

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 25, 2017 appeared first on Shep Hyken. For information contact (314)692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Social Media Tips B2B 74

ShepHyken

SEPTEMBER 4, 2017

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 4, 2017 appeared first on Shep Hyken.

Customer Service 65

Customer Service Net Promoter Score Self Service NPS 65

Kerry Bodine

FEBRUARY 15, 2022

The 9 Stages Of The Archetypal Customer Journey. #7: 7: Jobs-To-Be-Done: A Lens To Keep Journeys Customer-Focused »» Understanding your customers’ ends — what they’re trying to do and the job they are completing — allows you to design and deliver the right journey to get them there. Which are you using?

Customer Journeys 120

Customer Journeys B2B Touchpoint Measurement 120

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. NEW JERSEY, March 21, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

Groups 40

Groups Customer Journeys Automotive Consulting 40

ShepHyken

MARCH 27, 2017

(Callminer) From hiring for the right fit to effective training, motivating and engaging your team, workforce management, and more, we’ve rounded up 101 tips and sage advice from some of the most influential leaders in call center management, leadership, customer service, and more. My Comment: This is a HUGE list of 100 tips.

Net Promoter Score 48

Net Promoter Score Customer Service Call Center Tips 48

ShepHyken

FEBRUARY 27, 2017

The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. My Comment: It doesn’t matter what type of business you have, there are plenty of lessons you can learn from the top customer focused retailers. Take time to Google these companies and study them.

Customer Service 48

Customer Service Self Service Retail Loyalty 48