ECXO

FEBRUARY 3, 2025

This approach focuses on anticipation, relationship-building, and ensuring every touchpoint feels thoughtful and intentional. In this article, well explore the differences between reactive and proactive sales, show how bad sales experiences drive customers away, and give concrete steps to build a process that creates loyal, happy customers.

Sales 259

Sales Customer Experience e-support Examples 259

ShepHyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. It is when it happens.

Customer Service 150

Customer Service Social Media Culture Report 150

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Absolutely!

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

ShepHyken

SEPTEMBER 22, 2021

Culture is one of the most important parts of customer service and customer experience. I’ve written numerous articles about this and have included a chapter on this topic in my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , which by the way, is finally out.

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

ijgolding

JUNE 14, 2017

Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Another example is the subject of this, my penultimate article, in the series. Last year I judged the inaugural Gulf Customer Experience Awards in Dubai.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

ijgolding

MARCH 10, 2016

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. To be a Customer Centric Organisation requires a business to have a Customer Centric CULTURE!

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

ShepHyken

MARCH 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why marketing can no longer ignore customer experience by Jason VandeBoom. Happier employees will mean happier customers.

Customer Service 145

Customer Service Airlines Hospitality Infographics 145

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. America’s Best Customer Service Companies by Newsweek. Then do a Google search for articles about their success.

Customer Service 148

Customer Service Government Customer Service Training Customers 148

eglobalis

SEPTEMBER 19, 2024

By fostering a workplace where employees feel valued, trusted, and able to contribute meaningfully, organizations can create an environment where innovation thrives, and transformation efforts yield tangible results for customers. Overcoming Resistance to Change Resistance to change is natural, especially during significant transformations.

Customer Experience 295

Customer Experience Leadership Innovation Roadmap 295

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Here are my top five picks from last week.

Customer Service 24

Customer Service Culture Customer Retention Video 24

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. Here are my top five picks from last week.

Self Service 132

Self Service Customer Service Customer Journeys B2B 132

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 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. Three C’s of Customer Service Success.

Video 123

Video Customer Service Customer Experience Customer Service Training 123

ShepHyken

AUGUST 19, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Which is Your CX Priority: Satisfied Customers or Profit? This article reminds of this strategy. by Mary Drumond.

Customer Service 121

Customer Service Leadership Ecommerce Culture 121

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream.

Customer Centricity 120

Customer Centricity Culture Tips Strategy 120

ECXO

OCTOBER 7, 2024

Imagine waking up each day with the power to transform ordinary interactions into unforgettable experiences that leave a lasting impact on every customer. Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

C3Centricity

APRIL 17, 2018

Everyone is talking about customer first strategies and why they are important. An interesting article on NewMR by Ray Poynter prompted this post. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. Being data driven.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. by Ricardo Saltz Gulko.

Customer Service 112

Customer Service Competitive Advantage Trends Culture 112

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. It’s part of the customer experience.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

CloudCherry

AUGUST 22, 2019

Shep works with companies and organizations who want to build loyal relationships with their customers and employees. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset. Listen Now!

Travel 240

Travel Customer Service Training Culture Loyalty 240

ShepHyken

JANUARY 28, 2025

I recently wrote an article in my weekly Forbes.com column titled The Five Business Myths You Cant Believe. Ive written full articles about some of these topics in the past. Ongoing training and/or reminders are the key to a successful customer-focused culture. However, customer support is a department.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

ShepHyken

OCTOBER 3, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. It’s all about creating the right culture!

Airlines 124

Airlines Customer Service Infographics Customer Retention 124

CX Accelerator

JANUARY 11, 2021

In this article, I’ll share some of the words from members of our community as a way of celebrating his life. Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Igniting a passion for CX.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?” Key questions: How can you cultivate a customer focused culture within your company?Who

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ShepHyken

JUNE 17, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Powerful Customer Service Phrases You Need to Use by Josh Carlyle. It also takes a CX-focused culture.

Customer Service 113

Customer Service Call Center Feedback Culture 113

ShepHyken

OCTOBER 7, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The One Customer Experience Management Tool That Every CX Leader Must Use by Denise Lee Yohn. Follow on Twitter: @Hyken.

Customer Service 117

Customer Service Infographics Customer Centricity Social Media 117

CX Journey

NOVEMBER 20, 2014

1953 How ingrained is the customer and his perspective in your company''s DNA? I recently came across an article/speech by the late David Foster Wallace; it starts with the following story. That translates nicely to customer focus and to delivering a consistently great customer experience. Image courtesy of terry.1953

Customer Experience 193

Customer Experience Customer Centricity Return on Investment Culture 193

C3Centricity

MAY 11, 2020

By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? For more details on this announcement I suggest you read the Forbes article. Reach Outside The Organization.

Strategy 246

Strategy Customer Centricity Chief Customer Officer CRM 246

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Ways AI can Revolutionize Customer Experience by Vandita Grover. My Comment: This short article focuses on CX innovation.

Customer Service 104

Customer Service e-support Guidelines Social Media 104

C3Centricity

AUGUST 6, 2024

Feel free to comment about your own challenges if I haven’t covered them here or in the previous article. From reshaping ingrained company cultures to harnessing the power of big data, I’ll explore how industry leaders like Toyota, Salesforce, Target and Netflix have successfully navigated these challenges.

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Integrity Solutions

JUNE 18, 2021

Here are 10 sales coaching articles that can inspire new thinking, motivate your sales leaders and ultimately move the needle on your sales team’s performance. Our Favorite Sales Coaching Articles. It also offers several lessons for creating a coaching culture that truly works. The Law of Limited Performance.

Sales 96

Sales Leadership Infographics Culture 96

ShepHyken

NOVEMBER 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Jury Is in on the Future of Customer Experience by Lisa Loftis. In other words, it’s built into the culture.

Customer Service 92

Customer Service Culture Trends Touchpoint 92

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

Net Promoter Score 90

Net Promoter Score Customer Service Omni-Channel Customer Centricity 90

ShepHyken

DECEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. These four strategies will help you negotiate with even the most unreasonable customer. That’s a rhetorical question.)

Customer Service 104

Customer Service Airlines Retail Social Media 104

ShepHyken

OCTOBER 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. Top Five Bonus.

Customer Service 89

Customer Service Customer Retention Culture Tips 89