ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever.

Customer Service 117

Customer Service Self Service Tips Social Media 117

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. That is why I tend to speak about customer first rather than customer centricity these days.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Comm100

JUNE 19, 2018

At Disney, one of the most important parts of having a strong customer focus is having a common purpose and a clear brand promise. Culture & Training. Culture is all-important at Disney, since it’s cast members who are responsible for delivering extraordinary experiences. Download Now.

Contact Center 122

Contact Center Entertainment eBook Culture 122

Customer Bliss

DECEMBER 15, 2017

Last month, Forrester released a new report, “ Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response, ” and it was a great read – it confirmed many of the things that myself and other CX experts alike have been touting for years. Prove That You’re Customer-Focused to Increase Trust.

Customer Experience 286

Customer Experience Culture Report System 286

Experience Investigators by 360Connext

MAY 17, 2018

The Customer Experience Professionals Association (CXPA) 2018 Insight Exchange offered CX experts and professionals of all kinds, various titles and comfort levels a few days to learn, connect and get inspired. Cultural transformation is never easy. Jeannie Walters (@jeanniecw) May 8, 2018. It’s inspiring!

Leadership 161

Leadership Culture Customer Experience Professionals Customer Centricity 161

ShepHyken

JANUARY 1, 2018

Each week I read a number of customer service and experience articles from various resources. 15 Customer Experience Trends for 2018 by Bruce Temkin. Customer Experience Matters) Every year, Temkin Group publishes a list of customer experience trends for the upcoming year. And, my title… Chief Amazement Officer.

Customer Service 0

Customer Service Trends Advertising Culture 0

ShepHyken

OCTOBER 1, 2018

This short article focuses on five mistakes organizations make with their customer experience initiative. My personal favorite is number one, which focuses on CX being part of the culture and not a tactic. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs. Follow on Twitter: @Hyken.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

ShepHyken

DECEMBER 3, 2018

On a recent flight, the author of this article met “Captain Adams,” who not only flew the plane but set the culture, empowered the crew and was the perfect example of a leader focused on the customer experience. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 104

Customer Service Airlines Retail Social Media 104

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. consumers say customer experience at most companies needs Improvement. ( McKinsey ). 54% of U.S.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Forbes) These companies make customer service a crucial part of their culture, and it shows with rave reviews and happy customers. Good common sense tips to create a customer-focused culture.

Customer Service 90

Customer Service Customer Retention Culture Tips 90

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. Customer success is an ever-changing role and we’ve seen incredible advancements this year in technology, ideas, and processes to help us all elevate customer success.

Trends 74

Trends Customer Success Effort Score ROI 74

ShepHyken

FEBRUARY 19, 2018

(The C Suite UK) It’s no secret that providing a quality customer experience (CX) is now – and has been for several years – an important factor for modern businesses. When Customer Service Automation Goes Off the Rails by Don Fluckinger. 15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash.

Self Service 84

Self Service Customer Service Social Media Customer Service Training 84

TechSee

APRIL 10, 2019

If a customer needs to be transitioned from one channel to another, the company strives to make that transition as painless as possible, ensuring that the new interaction does not require the customer to start from the beginning. BT – Customer-centric culture. Power’s 2018 U.S. Vodafone – Visual engagement.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Follow on Twitter: @Hyken.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Many will, but do they really want to? Follow on Twitter: @Hyken.

Customer Service 87

Customer Service Airlines Employee Engagement Rewards Programs 87

Experience Investigators by 360Connext

MAY 23, 2019

Litmos, a well-known Learning Management System (LMS), became a part of SAP’s ecosystem through an acquisition in 2018. Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

ShepHyken

MAY 28, 2018

He used the Ritz-Carlton story as just one interesting illustration of how an All About Them culture was an important part of Walker & Dunlop’s client service and its business. Is Your Social Media Customer Service Helping or Hurting Your Customer Experience? by Sue Duris. Follow on Twitter: @Hyken.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. A successful customer experience strategy is a result of the company’s culture.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. Now through November 27, 2018. Yet everyone will tell you they are working on behalf of the customer.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

Beyond Philosophy

DECEMBER 26, 2017

We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Cultural readiness for stakeholder-centricity. Employee life cycle.

Survey 111

Survey Company Leadership Study 111

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. As you read these top 5 Workforce Collaboration blog posts from 2018, ask yourself this one question. Collaborative Workplace Experiences create Better Customer Experiences. And guess what?

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

MAY 14, 2018

My Comment: This is one of the most incredible demonstrations of AI I’ve seen – direct from Google I/O 2018 (their developer’s conference). While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. Be sure to watch the short video.

Customer Service 76

Customer Service Employee Experience Video Conference 76

Horizon CX

DECEMBER 19, 2018

One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A. This begins by hiring the right people that fit a customer-focused culture. This is a company that not only talks the talk but walks the walk regarding customer experience. Share a Smile.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. 2018 will be the year of CX and AI.?

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ShepHyken

OCTOBER 29, 2018

Matt Dixon shares some of the details behind T-Mobile’s focus on winning back its reputation using customer service as the catalyst. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

Net Promoter Score 109

Net Promoter Score Customer Service NPS Customer Satisfaction 109

ShepHyken

MAY 7, 2018

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 7, 2018 appeared first on Shep Hyken.

Customer Service 79

Customer Service Policies Retail Case Study 79

ijgolding

MAY 17, 2018

‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. This contributed to embedding a focus on customer experience – it became part of the organisational culture. The launch of my first book has finally become a reality!

Travel 164

Travel Hotels Customer Experience Feedback 164

CX Journey

JUNE 5, 2019

It appeared on the Forbes site on October 18, 2018. The good news is that you've embarked on a customer experience transformation journey. After all, a poor experience is likely why customers aren’t buying. Pick one: Customers are leaving. The culture is a mess. What's the burning platform in your business?

Leadership 137

Leadership Culture Resources ROI 137

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. Organizations are finally recognizing they cannot afford to ignore their most important asset—their customer.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ijgolding

JANUARY 24, 2017

What is interesting about the Gulf Region is that increasing competition appears to be influencing the advancing continuous improvement culture. The big winner of the awards I had the privilege of being part of last week was the customer – consumers and businesses alike. In the United Arab Emirates alone, there are 46 banks – 46!!!

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

CX University

MAY 16, 2023

In addition, employee engagement is also a critical factor that affects the customer experience. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation. Employee engagement is also important for creating a positive work culture.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

ShepHyken

AUGUST 6, 2018

Building a Servant-Led Culture by Art Barter. SmartBrief) Culture — every organization has one. Is your culture thriving? My Comment: The success of an organization starts with leadership defining the culture. This article shows how the author bought a company with a failing culture and turned it around.

Customer Service 67

Customer Service Social Media Culture Tips 67

ijgolding

JUNE 25, 2018

In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! In this post, I am going to feature another industry – one I have written about many times in the past.

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

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

Customer Guru

DECEMBER 13, 2017

Without a customer-centric vision and leadership, CX initiatives are bound to fail. In her latest Forbes article, Blake Morgan – a leading CX authority – discusses the five trends that will shape CX in 2018. Depending on the kind of business, some departments might have zero interaction with the end customer.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119