Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals.

Chief Customer Officer 56

Chief Customer Officer Conference Customer Centricity Customer Success 56

ijgolding

OCTOBER 3, 2016

It is extremely common to find businesses with lots of customer insight activity, with an NPS or CSat programme or both in action. Customer journey maps of all shapes and sizes are adorning many a conference room wall. Enough customer personas have been created by businesses to launch a new country!

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

ShepHyken

JUNE 5, 2019

We need to get inside the heads and hearts of our customers and step away from our company roles before we can truly understand what the customer is thinking about us. You can’t talk about it in a conference room with your colleagues. You must become the customer. However you say it, there’s only one way to do it.

Conference 134

Conference Customer Service Training Customer Focused Customer Experience 134

InMoment XI

SEPTEMBER 20, 2022

As a result, it only marginally impacts customer experience and downstream behavior. In 2006, The Conference Board published “Employee Engagement: A Review of Current Research and Its Implications.” What is absent from these drivers, though, is a focus on how employee behavior connects to, and drives, customer experience.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Customers Rock!

FEBRUARY 4, 2010

Been hearing that for ages; I even spoke at a conference of that name 2 years ago! But what I believe is really trying to be said by this statement is that each interaction with the customer (each customer touch) has an impact on the customer’s impression of your company. Service is the New Marketing.

Social Media 158

Social Media B2C CRM Contact Center 158

ShepHyken

APRIL 8, 2020

A few years ago, Patricia was delivering a keynote speech at a conference held at a luxury resort in Hawaii. After the conference, she was headed back to the airport in a private car and started a conversation with her driver. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Net Promoter Score 125

Net Promoter Score Effort Score Conference Hotels 125

Experience Investigators by 360Connext

JUNE 20, 2018

We were constantly walking into meetings in conference rooms with LONG agendas that could get pretty boring and stuffy. Jeannie and Adam interviewed Merit Gest, author of Myth Shift: Challenging The Truths That Sabotage Success , to discuss powerful engagement and onboarding strategies for customer-focused sales teams.

Engagement 179

Engagement Social Media Sales Loyalty 179

TechSee

JUNE 16, 2022

Jeff is truly obsessed with customer service. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Jeff’s Inside Customer Service blog has been recognized as one of the Top 50 customer service blogs on the planet. Jeff Toister, President at Toister Performance Solutions.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Customer Bliss

AUGUST 15, 2017

She is a regular speaker at CX events and conferences across Europe. The beach hotels in this version brought them 75-80% new customers, which helped grow the business into segments who wouldn’t normally vacation with Thomas Cook. The process looks a bit like this: Invite customers. Focus on one customer issue.

Travel 204

Travel Industry Hotels Customer Journeys 204

Experience Investigators by 360Connext

MARCH 16, 2015

Need a customer-focused speaker for your next event? Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Save 25% if you use our promo code: JEANNIE.

Customer Experience 110

Customer Experience Conference Telecommunications Automotive 110

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

ShepHyken

JULY 20, 2022

This was my big takeaway as I listened to supermodel, talk show host, producer, writer, actress, and entrepreneur Tyra Banks share her life story at CCW (Contact Center Week), the industry’s largest conference and trade show of its kind. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Competitive Advantage 144

Competitive Advantage Banking Fashion Contact Center 144

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

NICE inContact

SEPTEMBER 6, 2016

At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center. I hope to meet you there.

Contact Center 120

Contact Center Average Handle Time Insurance Conference 120

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

Education Services Group

JULY 5, 2022

I was lucky enough to attend The Customer Conference Europe 2022 in London, and after taking in what was a very full two days of information, thoughts, opinions, and interaction, I’ve untangled all that I experienced and observed to come away with five key points that really resonated: 1. Customer Success is not one-size-fits-all.

Conference 52

Conference Customer Success Culture Customer Centricity 52

ShepHyken

SEPTEMBER 11, 2019

I met Rodney at a conference where I was speaking about customer service. 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. Follow on Twitter: @Hyken.

Competitive Advantage 132

Competitive Advantage Conference Customer Service Training Course 132

ShepHyken

JUNE 19, 2019

Perhaps the biggest friction point of all with customers is making them wait and disrespecting their time. I recently shared the stage with Jeff Nicholson, global head of CRM for Pegasystems, at the PegaWorld users conference in Las Vegas. Our discussion was all about eliminating friction, especially in the customer support world.

Self Service 133

Self Service Customer Service Conference Customer Service Training 133

ShepHyken

JULY 8, 2019

CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more. If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event.

Customer Service 120

Customer Service Social Media Customer Experience Professionals Customer Care 120

ShepHyken

JANUARY 24, 2018

If you’ve ever been to a hotel for a conference, they are the people who set up the audio/visual support, the staging, lighting, rigging, and more. Prior to the “departure meeting”, the director of event technologies is briefed on some of the highlights of the client’s conference, which are brought up during the discussion.

Hotels 103

Hotels Conference Meeting Fashion 103

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. We ask the audience members to confer with their colleagues to answer the following question: “What are the most common complaints that you hear?”. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Why are they common?

Hotels 24

Hotels Exercises Conference Customer Service Training 24

ShepHyken

SEPTEMBER 2, 2019

The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. Feshdesk) To help you figure out which events to attend, we have curated a region-wise list of top customer experience conferences around the world. My Comment: Every wonder what customer service and customer experience conferences to attend.

Customer Service 88

Customer Service Conference Employee Experience Customer Service Training 88

CX Accelerator

JULY 1, 2020

Rather than in a coffee shop or conference room, meetings are online and video solutions are now being used. Nick Glimsdahl is the Director of Contact Center Solutions at VDS, and his mission is to help improve the customers’ experiences through user-friendly, customer-focused contact center solutions.

Contact Center 182

Contact Center Call Center Call Center Solutions Roadmap 182

ijgolding

OCTOBER 16, 2017

Profits, revenue, up-selling and anything financial base was a priority which had a massive impact in their way they delivered their customer experience. I was so excited of how I could use my experiences and new knowledge base to shape businesses to make them more customer focused.

Customer Experience Professionals 144

Customer Experience Professionals Customer Experience Tourism Knowledge Base 144

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MAY 30, 2018

You may or may not know I’m hired to do keynote speeches at conferences around the world. One of the first questions I like to ask my client when they are interested in having me speak is, “Why do you want to hire a professional speaker for your conference?” Solve Your Customers’ Problems appeared first on Shep Hyken.

Transportation 97

Transportation Conference Sports Customer Service Training 97

Customer Bliss

AUGUST 8, 2017

With a track record in transformational leadership, Stephen has built a reputation for leading and implementing successful customer focused, innovative and profitable initiatives. These included the creation of new marketing approaches to acquire and retain customers and the formation of a new customer focused digital business channel.

Chief Customer Officer 137

Chief Customer Officer Leadership Innovation Financial 137

ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The post Do You Trust Your Customers? For information contact or www.hyken.com.

Conference 113

Conference Customers Customer Service Training System 113

ClientSuccess

JANUARY 25, 2021

And, for as much as you work to make customer success an organization-wide effort, your department leaders and/or executives are most likely the ones spearheading this initiative, leaving CSMs themselves free to deal with customer-focused tasks. Actionable ways to bridge the gap between customer success and marketing.

Customer Retention 81

Customer Retention Customer Success Marketing Case Study 81

ShepHyken

OCTOBER 7, 2019

My Comment: One of the most popular discussions I’m hearing at conferences has to do with the balance between a digital experience and a human experience. This article is a reminder, along with a few good ideas, to become a more “customer-centric” organization. Follow on Twitter: @Hyken.

Customer Service 117

Customer Service Infographics Customer Centricity Social Media 117

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: Last week I attended the Oracle ModernCX conference in Las Vegas. by Ricardo Saltz Gulko.

Customer Service 112

Customer Service Competitive Advantage Trends Culture 112

Storyminers

JULY 6, 2020

Adrian is also a best-selling author, Forbes contributor, blogger & podcaster and frequent conference speaker, panel participant, and Chari. His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Colin has written seven bestselling books on Customer-driven growth.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

ShepHyken

OCTOBER 23, 2019

A couple of weeks later, I attended a conference at a hotel in Orlando. 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. It was out of their control.

Hotels 104

Hotels Conference Customer Service Training Meeting 104

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

ShepHyken

JULY 5, 2017

Companies who can personalize their experiences win over customers. I recently attended the Internet Retailers Conference and Expo (IRCE) in Chicago and listened to a number of keynote and breakout presenters talk about how personalization is becoming one of the major differentiators. The fifth P stand for Personalization.

Marketing 102

Marketing Customer Relationship Management Conference Customer Service Training 102

ShepHyken

JUNE 22, 2016

Customer Experience. I recently was invited by Pegasystems to attend Pegaworld 2016, their annual users’ conference. The conference was everything about CRM (customer relationship management). Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Meeting 84

Meeting Wireless CRM Conference 84