Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

C3Centricity

AUGUST 6, 2024

To facilitate this cultural metamorphosis: Implement regular workshops that highlight the tangible benefits of customer-centricity Develop a comprehensive internal communication strategy Create a reward system that recognizes and celebrates customer-focused behaviours The payoff is substantial: companies prioritizing customer experience see up to 1.7

Strategy 156

Strategy Customer Centricity Culture Case Study 156

Beyond Philosophy

NOVEMBER 10, 2014

The best way to emphasize improving the Customer Experience is to tie rewards to it. It is critical to include all departments in the definition of KPIs that are Customer-focused, and then align those goals across your organization. 4 Ways to Gain Customers’ Trust in Data Security.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

ShepHyken

OCTOBER 3, 2016

My Comment: If you’ve been following this column you will occasionally see me write about what’s happening on the inside of a company is felt on the outside by the customer. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. It’s all about creating the right culture!

Airlines 125

Airlines Customer Service Infographics Customer Retention 125

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Kayako

JANUARY 24, 2018

Did the comparison site or airline double book me? I got my answer in the end (and my refund), but it wasn’t an ideal way to spend the first hour of my Sunday morning or my first customer service transaction this year that stressed out. But surprisingly, 55% of customers find web self-service portals difficult to use.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

ijgolding

JUNE 25, 2018

Since I published my new book at the end of April , I have intentionally held off adding to my social media content. 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! Sounds amazing.

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

ShepHyken

NOVEMBER 2, 2022

I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service Training 133

Customer Service Training Customer Retention Customers Sales 133

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

MARCH 3, 2019

5 Ways to Improve Customer Retention With Email Marketing by Emil Kristensen. Fourth Source) Fortunately, you can improve customer retention and improve customer relationships with email marketing. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 99

Customer Service Omni-Channel Customer Retention Case Study 99

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110

Customer Bliss

SEPTEMBER 6, 2016

How will you know if customers are responding to your organization and its products/services? Where will your customer focus truly reside? So, I’ll give you a little help: investigate my 17-second customer experience strategy. Beat back work stress and focus on CX: Focus on customer retention.

Customer Retention 100

Customer Retention Leadership Company Strategy 100

ShepHyken

MARCH 15, 2021

How to Calculate Your Customer Retention Rate by Max Freedman. Business News Daily) Knowing your customer retention rate and some strategies to improve it can help you boost your bottom line. My Comment: We all want repeat customers. So, how do you calculate your customer retention rate?

Customer Service 105

Customer Service Customer Service Training Customer Retention Training 105

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I always say, “Happy employees make happy customers.”

Social Media 92

Social Media Customer Centricity Culture Employee Experience 92

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. Good common sense tips to create a customer-focused culture.

Customer Service 90

Customer Service Customer Retention Culture Tips 90

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is consistently helping his clients create a magical customer experience like Disney.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

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

ShepHyken

AUGUST 31, 2020

(Learning Hub) Attracting new customers is cool and all, but do you know how to keep them around? My Comment: Some of our readers may know that I’m writing another book about getting customers to come back. The more formal name for that is “customer retention.” Follow on Twitter: @Hyken.

Customer Service 111

Customer Service Social Media Customer Service Training Infographics 111

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She recently wrote the book on customer understanding ! She’s the author of Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of the Business).

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MAY 17, 2021

If you currently don’t have a customer success program, this article will give some insights to help get you started. 4 Ways for Marketers to Maximize Customer Retention by Jenn Horner. Customer Retention is more important than ever. Before you can have loyal customers, you have repeat customers.

Customer Service 86

Customer Service Customer Retention Tips Brands 86

Blake Morgan

JANUARY 20, 2022

He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . With more than 30 years of experience in all areas of CX, Annette uses her blog, CX Journey, to help transform business culture to become customer-centric. Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JANUARY 10, 2022

The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. He’s done the research, and if take the time to read this article (and his book), you’ll find ways to delight your customers, as well.

Customer Service 80

Customer Service Loyalty Programs Loyalty Sales 80

Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

OCTOBER 21, 2014

My second book, “ Revolutionize your Customer Experience ” revealed new research that showed all organizations are on a journey from being Naive to Natural’ in the way they focus on the Customer. What Your People Need to be More Customer Focused. I always say, “Happy employees make happy customers.”

Social Media 68

Social Media Customer Centricity Culture Employee Experience 68

Kayako

FEBRUARY 18, 2016

Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you. Make a customer, not a sale. An all-time hero of mine, England Rugby coach Sir Clive Woodward, talks in his recent book about how the unexpected can throw even the best-performing teams off their game.

How To 120

How To Tips Sales Customers 120

SurveySensum

JULY 14, 2020

Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author. Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Jay Nathan – Founder of Customer Imperative and Gain Grow Retain.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

AUGUST 29, 2022

(Atlanta Small Business Network) The biggest marketing cost most small businesses face is that of acquiring new customers. Few business owners, however, pay anywhere near as much attention to customer retention, even though keeping an existing customer for longer is a far easier way to grow revenue.

Customer Service 66

Customer Service Customer Retention Loyalty Advertising 66

ShepHyken

JULY 26, 2019

Let’s Get Acquainted With the Term Customer Experience. Mainly referring to a customer’s perception of their overall interactions, customer experience has been considered as a critical driver of customer retention and acquisition. Here you get a chance to deliver excellent customer service.

Software 119

Software Strategy Company Customer Experience 119

ShepHyken

NOVEMBER 29, 2021

In short, chatbots allow you to keep your brand messaging consistent, allows you to scale your support without having to hire more employees, and as already mentioned, get customers the answers they need quickly. Best New Customer Experience and Design Books – 2021 List by Ricardo Saltz Gulko.

Customer Service 91

Customer Service Chatbots Retail B2C 91

ProProfs Chat

DECEMBER 22, 2019

To set your brand above and beyond, you need to develop smart customer services , which ultimately focus on providing not just active, but proactive customer service along with offering a high-quality product at affordable prices. . Increasing customer retention rates by 5% boost profits by 25% to 95%.

Customer Service 101

Customer Service How To Social Media Customer Retention 101

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience. How Customer Centricity Plays Out in Customer Experience and Affects Customer Retention.

Net Promoter Score 60

Net Promoter Score Customer Centricity Social Media Leadership 60

Thematic

MARCH 30, 2025

Book free guided trial of Thematic 4. When customers take the time to provide feedback, they want to see action quickly—not months or years down the line. For example, product roadmaps should be influenced by what customers are asking for; marketing messages should address real customer pain points that emerged in feedback.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Comm100

MARCH 1, 2018

In the retail example above, this would be like making sure there are always salespeople on hand and ready to help, while also giving customers and staff access to an easily searchable big book of commonly asked questions to search before they consider asking a member of staff. Offer Immediate Responses to Meet Immediate Needs.

Contact Center 148

Contact Center e-support Self Service Knowledge Base 148

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60