ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Self Service 83

Self Service Customer Service Airlines Touchpoint 83

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. My Comment: Let’s wrap up this week’s Top Five roundup with a focus on culture. How do you know if you’re a customer-centric organization?

Customer Service 74

Customer Service Retail Customer Centricity Trends 74

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! The power of data-driven choices extends beyond individual decisions; it drives a customer-focused culture within your organisation.

Customer Experience 195

Customer Experience ROI Return on Investment Financial 195

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. And while organizations talk the talk about being customer-focused, walking the walk falls short.

Customer Retention 61

Customer Retention Culture Customer Focused Customers 61

ECXO

SEPTEMBER 30, 2024

o Cultural Differences and Blame Game Organizational culture can further entrench divisions. Sales teams might view internal teams as roadblocks to closing deals, while internal teams may see sales as overly aggressive or disconnected from the operational realities by over-promising to customers.

Sales 156

Sales Customer Experience Innovation Culture 156

One Millimeter Mindset

NOVEMBER 8, 2018

Uncollaborative company cultures have long track records of retaining customers. Throughout our careers, you and I have worked for one, if not several, of these cultures. As long as sellers continue to crush quotas and bring new customers into the revenue stream, uncollaborative company cultures survive.

Customer Retention 71

Customer Retention Culture Company Banking 71

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. A couch potato storytelling culture emphasizes drama over minor skirmishes. Sometimes the best customer-focused stories are the ones our organization never pays attention to.

Culture 71

Culture Course Leadership Engagement 71

ShepHyken

MARCH 26, 2024

When I’m invited to speak to a group of business leaders as the keynote speaker, I often share my Six Simple Steps to Building a Customer-Focused Culture. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. There’s a difference!

Entertainment 93

Entertainment Sports Customer Service Training Training 93

ShepHyken

JUNE 30, 2024

First, making customer success everyone’s responsibility is about a culture that is customer-focused. (I Second, supercharging customer touchpoints is looking at every customer interaction and maximizing the opportunity to create an experience that makes customers say, “I’ll be back.” I love that!)

Customer Service 83

Customer Service Retail Customer Retention Loyalty 83

DCX

OCTOBER 29, 2024

Get 30 day free trial —Welcome to the DCX Newsletter— Emotions Are Contagious Spread the Good Stuff: How to Flip the Mood Let’s Look at a Brand That’s Doing This Right Emotions Shape the Experience 3 Ways to Spread Positivity Today How to Run a Real-Deal Empathy Workshop Ever notice how a smile can turn your whole day around?

Customer Journeys 52

Customer Journeys How To Exercises Social Media 52

ShepHyken

DECEMBER 17, 2023

Culture Clash: Why Customer Experience Improvements Fail by John Aves (MyCustomer.com) To successfully change your CX, you must create the right culture and climate to effect the change. I’ve stressed in all of my customer service speeches , that a customer-focused culture starts at the top with the CEO.

Customer Service 64

Customer Service Customer Centricity Loyalty Programs Culture 64

Lumoa

MARCH 21, 2023

I wanted to share the tactics and tools I teach in my speeches, as well as what my team teaches in our customer service workshops. Specifically, included in the tips and strategies in the book are our top culture-changing tools that move an organization to be more customer-focused.” I hold nothing back.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ShepHyken

JULY 15, 2022

And as a result, we’ve become addicted to the on-demand whatever-you-want immediacy, the ridiculously easy swipe-and-receive culture, plus the reassurance that comes with no-hassle returns. Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable.

How To 136

How To Video Social Media Training 136

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. Follow on Twitter: @Hyken.

Company 77

Company Fashion Comparison Customer Service Training 77

DCX

JULY 23, 2024

Last month, a CX Leader at another company confided in me, "I'm working 60-hour weeks, but I can't seem to move the needle on customer satisfaction." In fact, 78% of customer-focused professionals report struggling to prioritize work that truly benefits their customers. Her story isn't unique. Run "What If?"

Culture 52

Culture Innovation Touchpoint Policies 52

InMoment XI

OCTOBER 23, 2024

Hosting financial wellness workshops, supporting local businesses, or volunteering at community projects reinforces the credit union’s role as a trusted community partner. This created a customer-centric culture that increased its revenue by 5%. They also grew their number of customer accounts to three million.

Banking 195

Banking Customer Experience Effort Score Financial 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. How to invest in Customer Experience.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

ShepHyken

MARCH 21, 2017

Shep Hyken interviews award-winning training and development expert, international consultant and speaker, former VP of Ritz-Carlton Leadership and current Executive VP of Owner Experience at NetJets, Diana Oreck, about the traits that make for good customer service. What are the qualities of a customer-focused employee?

Leadership 81

Leadership Hospitality Hotels Customer Focused 81

Comm100

DECEMBER 19, 2017

The CX program should be from the customer’s perspective, which can be achieved by: Collecting customer experiences and views. Identifying gaps in the customer experience. Conducting internal workshops. Mapping the customer journey. Conducting customer, market, and employee research.

Strategy 297

Strategy Customer Experience How To Customer Journeys 297

Experience Investigators by 360Connext

MARCH 12, 2018

That leader had an epiphany about customer-centric culture. If we focus on customers, we will be a better organization. And a few months later, people are rolling their eyes when a colleague says “remember how we’re supposed to be focused on the customer?” Once upon a time, there was a leader.

Customer Centricity 137

Customer Centricity Customer Journeys Culture Training 137

CX University

JULY 31, 2024

The complexities of corporate culture, characterized by internal politics, compartmentalized operations, and ineffective mobilization efforts, add to the challenges faced by customer experience (CX) professionals. This mistake can shape a customer’s perception of the brand, not just the individual error.

Chief Customer Officer 52

Chief Customer Officer Culture Policies Retail 52

One Millimeter Mindset

DECEMBER 5, 2018

Obviously, unengaged employees, those who do not feel purposeful or acknowledged within workplace culture, underperform. When engaging with and serving customers? First, does employee-focus translate into customer-focus? Second, not every employee perceives their relationship with customers the same way.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Seaton CX

SEPTEMBER 27, 2023

In customer experience management, it’s easy to collect pain points. Talk to a customer or send a survey and you’ll come back with a dictionary of pain. We ran a workshop for a cable internet operator and identified 114 customer pain points in 90 minutes—and that’s only what employees already knew about !

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Blake Morgan

MARCH 13, 2023

Each Rosewood property reflects the local culture and history and covers every possible detail a customer could need. Her innovation and customer focus helped Celebrity Cruises survive the pandemic and maintain its spot as one of the customer-favorite cruise lines in the world.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

CX Journey

APRIL 25, 2018

They can be used during onboarding, training, and other ongoing education opportunities to unite the organization around the customer, to teach employees about the current and the future experience, and to further ingrain the customer-focused culture of the business. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

ShepHyken

JANUARY 6, 2020

I’m intrigued by the first of the six ideas, which focuses on culture, but not the corporate culture. It is about being in alignment with the customer and society’s culture. Employee Experience and Customer Experience Depend on Strategy by Liliana Petrova. What would that look like? I love that question.

Customer Service 104

Customer Service Contact Center Customer Journeys Employee Experience 104

SurveySensum

JANUARY 11, 2024

These tools aren’t just about efficiency; they are about creating a seamless workflow that empowers your team to deliver exceptional customer service. Today, businesses are opting for different work cultures and styles. Consequently, their ability to satisfy and delight customers also increases.

e-support 52

e-support Culture Feedback Ecommerce 52

One Millimeter Mindset

MARCH 18, 2019

Also, these professionals perceive their workplace culture and mindset as operationally-oriented and numerically goal-driven. Have I just described your workplace and organizational culture? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. On a weekly basis, at the very least.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

NOVEMBER 12, 2018

Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? Discover how my programs kick start a storytelling culture for your organization or association. Otherwise, those cultures are full of very talented people, who are extremely busy working full time.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. In fact, technology deployment requires full-time management.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Michel Falcon Experience

APRIL 23, 2019

I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. My partners and I run a business that has 150 employees – people who rely on us to constantly be customer-focused. It’s not just reserved for customer-facing roles.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

One Millimeter Mindset

MAY 23, 2019

Lead a more employee- and customer-focused workforce. Then, evaluate the human capital value of creating a storytelling culture on based on professionally diverse and inclusive employee and customer experiences, success and retention. Liberate yourself from toxic professional stories. Contact me here.

Leadership 70

Leadership Conference Innovation Culture 70

DCX

JULY 30, 2024

You're an educator, not just a promoter: Create content that helps customers succeed, even if it doesn't directly promote your product. CX Leaders: CX Leaders: Challenge your Marketing team to become customer storytellers. Illustrate how authentic, customer-focused narratives can significantly boost engagement and brand loyalty.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Industry 100

Industry Culture Metrics Hotels 100

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. Goldstein has hit on a key point about customer experience. But technology alone is never the answer. Royal Caribbean: Dream Vacations.

Technology 132

Technology Touchpoint Case Study Consulting 132

One Millimeter Mindset

DECEMBER 10, 2018

We end up serving our customers, better and better, as well. And creating remarkable customer-focused experiences. Confusing Customer Service Delivery with Customer Experience Delivery. 2 Ways We create unforgettably Innovative Customer Experiences. How a Customer Experience Culture leverages Collaboration.

Innovation 65

Innovation Customer Retention Consulting Culture 65

ShepHyken

JANUARY 18, 2017

If you’re hiring someone that is going to do a lot of written correspondence with customers you need someone with good communication skills – a command of the English language, as in punctuation, spelling and grammar. There is an exercise we occasionally do in our workshops. That’s a skill. As you can imagine, we get lots of answers.

Customer Service 48

Customer Service Exercises Customer Focused Customer Service Training 48