Peter Lavers

FEBRUARY 27, 2018

Amongst all the hype of customer experience, AI, chatbots and real-time personalisation, don’t forget that staff still need excellent customer service training – no matter how successful your company is right now! When customer support representatives start at a company, they usually get a bit of training upfront.

Customer Service Training 99

Customer Service Training Training Customer Service Competitive Advantage 99

Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Annette Franz

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ECXO

DECEMBER 26, 2023

Part One introduces the new “3 Cs”, key trends associated with technology convergence, competition and culture change in a post-pandemic world. About the book: This is a journey into Digital Customer Service and Customer Culture because both are key pillars to deliver great business results.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. Bruce Temkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

SEPTEMBER 18, 2017

(Collective Campus) Establishing a detailed understanding of your customers is essential in achieving business goals and creating a customer experience that is a key competitive advantage today. Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service Along The Way!)

Customer Service 84

Customer Service Hospitality Customer Centricity Competitive Advantage 84

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Michel Falcon Experience

JANUARY 16, 2020

I’ve seen companies thrive (some of which I’ve advised), some commit but not fully exhaust the benefits and others that say customer experience matters but do nothing at all. Do you have plans to host a customer journey mapping workshop this year? When was the last time you updated your company’s customer service training material?

Customer Journeys 88

Customer Journeys Strategy Customer Experience How To 88

ShepHyken

APRIL 22, 2019

(Salesforce) Did you know many customer service departments are still in dinosaur mode? They face shifting demands from customers without the necessary tools, strategy, processes, and agents’ skills to meet them. My Comment: If you want the service culture in an organization to change, it must start at the top with leadership.

Self Service 82

Self Service Customer Service Competitive Advantage Case Study 82

Storyminers

JULY 6, 2020

He held sales and technical leadership positions at IBM, where he advised companies on the strategic use of information technology to solve business problems and gain a competitive advantage. Bruce is widely viewed as a leading expert in how large organizations build differentiation with customer experience. Bruce Temkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

JANUARY 10, 2019

It’s likely that you clicked through to read this post because you want new customer service ideas, not the same old run of the mill concepts that have been suggested by everyone else online…am I right? I’m looking for a competitive advantage with proven strategies, not advice from someone who just recites what they read online.

Training 151

Training Customer Service How To Employee Engagement 151

Integrity Solutions

SEPTEMBER 2, 2021

You have more ways than ever before to engage with customers and enhance our product and service delivery. But the greatest opportunity for moving the needle on customer loyalty—that critical driver of long-term growth and competitive advantage—lies in consistently building value for customers.

Loyalty 74

Loyalty Competitive Advantage Customer Centricity Culture 74

ShepHyken

MARCH 29, 2021

The transition to more digital experiences aren’t just for your customers, but also for employees. The line that drew me in was this: “Designing for EX (Employee Experience) is the next competitive advantage.”. Consumers set a high customer service bar, but not every brand can deliver by Maria Monteros.

Customer Service 85

Customer Service Competitive Advantage Retail Employee Experience 85

ShepHyken

NOVEMBER 9, 2022

Being frictionless drives customer and revenue growth. They make it easy for the customer. . And the perfect one to end on… Being frictionless gives you a competitive advantage. In Bill Price’s words, “If you don’t make it really simple and easy for customers, someone else will do it for you.” .

Competitive Advantage 75

Competitive Advantage Customer Focused Customer Service Training Meeting 75

ShepHyken

JANUARY 3, 2018

Shep Hyken is a customer service expert, keynote 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 Five Customer Service Must-Do’s For 2018 appeared first on Shep Hyken.

Customer Service 118

Customer Service Self Service Tips Social Media 118

ShepHyken

JANUARY 24, 2022

My Comment: Personalization can give you a competitive advantage. It can cause customers to come back. Done right, the customer will appreciate you more than if the problem never happened in the first place. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 71

Customer Service Customer Centricity Policies Retail 71

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). Mila Widyani – Head of Customer Experience at CIMB Niaga.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Service Untitled

OCTOBER 11, 2010

The introduction of hair dryers, concierge service, televisions with concealed doors, non-smoking rooms, and fitness centers provided service and luxury to the sophisticated traveler. Every morning service, quality, and culture brand are set forward by the guest relations manager.

Hotels 46

Hotels Travel Culture Competitive Advantage 46

ShepHyken

SEPTEMBER 5, 2016

Ease of doing business is a competitive advantage. 5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact or www.hyken.com.

Customer Service 0

Customer Service Hospitality Competitive Advantage Case Study 0

ShepHyken

DECEMBER 20, 2017

Anyone that has delivered a stellar customer service experience – in any type of business – to one of your customers has just set the bar higher for you. Customer service is your competitive advantage. Customer service doesn’t just happen on the front line. Be present in the moment.

Customer Service 116

Customer Service Competitive Advantage B2C Culture 116