Brands Customer Focused Handbook 
ShepHyken
DECEMBER 23, 2024
What role does human interaction have in today’s changing customer experience world? How can companies create a customer-focused experience from before a purchase to after? Ensuring a positive customer experience means simplifying and enriching every aspect of the customer’s journey, product, and service.
CloudCherry
FEBRUARY 28, 2018
This brings us to hiring – something customer-centric brands are good at. People who would fit into their culture – employees who can be trained, improve, and will work with a focused customer-first approach. This makes it easier to drive customer-centric change across the organization.
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ShepHyken
FEBRUARY 27, 2019
Their name is a bold statement that is not just a name, but a brand promise. So as a customer, we will expect nothing less than an incredible customer experience. And those three words, incredible customer experience (what they refer to as I.C.E.), I want to try some of what they call incredible.
TechSee
JUNE 16, 2022
As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.
Kayako
JANUARY 24, 2018
In 2016 one study found that 75% of companies said their top objective was to improve customer experience. That’s because smart companies know they’ll be competing on customer experience: Gartner predicts customer experience will overtake price and product as the key brand differentiator. Probably not.
ClearAction
FEBRUARY 13, 2023
This is how both luxury and discount brands can have raving fans. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. The closer you get to this ratio, the more magnetic your brand becomes for customers, employees, and investors.
Thematic
MARCH 20, 2025
Tracking Customer Satisfaction Trends Did you know that a customer is four times more likely to switch to a competitor over a service issue than a product issue? In fact: 78% of customers have abandoned a purchase due to poor customer service. 65% have switched brands after a negative service experience.
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