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 113

Culture Customer Centricity Sports Customer Service Training 113

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 149

Customer Service Airlines Hospitality Infographics 149

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

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 154

Customer Service Government Customer Service Training Customers 154

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

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 137

Self Service Customer Service Customer Journeys B2B 137

eglobalis

OCTOBER 1, 2024

To truly thrive in today’s business landscape, companies need to foster cross-departmental communication, aligning teams and their objectives toward a unified goal—delivering value to the customer. This article explores ten actionable steps to break down silos and transform your organization into a well-integrated, synchronized entity.

Customer Journeys 337

Customer Journeys Culture Leadership Effort Score 337

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 124

Video Customer Service Customer Experience Customer Service Training 124

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 124

Customer Service Leadership Ecommerce Culture 124

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

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 116

Customer Service Competitive Advantage Trends Culture 116

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 25

Customer Service Average Handle Time Metrics Social Media 25

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

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 117

Customer Service Call Center Feedback Culture 117

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 348

Customer Experience Customer Journeys Exercises Customer Centricity 348

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 125

Airlines Customer Service Infographics Customer Retention 125

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 284

B2B Customer Experience Roadmap Net Promoter Score 284

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

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I have added my comments about each article and would like to hear what you think too. Here are my top five picks from last week.

Self Service 88

Self Service Customer Service Airlines Touchpoint 88

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 119

Customer Service Infographics Customer Centricity Social Media 119

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 109

Customer Service e-support Guidelines Social Media 109

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

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 233

Customer Experience Leadership Innovation Roadmap 233

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 96

Customer Service Culture Trends Touchpoint 96

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 94

Net Promoter Score Customer Service Omni-Channel Customer Centricity 94

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

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

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 248

Strategy Customer Centricity Innovation Airlines 248

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 94

Customer Service Customer Retention Culture Tips 94

ShepHyken

JANUARY 28, 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. What Do Customers Really Think Of Your Brand? Social media customer care best when humans and bots are at play by Tara Jones.

Social Media 106

Social Media Customer Service Customer Care Insurance 106

ShepHyken

AUGUST 2, 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. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. Here are my top five picks from last week.

Customer Service 103

Customer Service Hospitality Ecommerce Tips 103

ShepHyken

APRIL 8, 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. To Provide the Best Customer Experience, Be Proactive by Frank Konkel. Here are my top five picks from last week.

Customer Service 110

Customer Service Hotels Hospitality Government 110

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

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. How good is your company’s internal customer experience? The concept of internal customer service is really that simple.

Customer Service 105

Customer Service Airlines Chatbots Resources 105