ShepHyken

JANUARY 14, 2019

(cp2experience) I have framed all my top tips around the benefits to customers (and employees) and identified how technology can support the delivery of an enhanced, competitively distinct customer experience. My Comment: Here’s a list of ten strong tips to help you and your organization become more customer focused.

Customer Journeys 100

Customer Journeys Customer Service Sports eBook 100

ShepHyken

SEPTEMBER 23, 2019

3 Common Errors That Can Render Your Customer Journey Maps Ineffective by Leonie Brown. Forbes) We’ll look at three common errors that could be derailing your company’s efforts at customer-journey cartography. My Comment: Journey maps are an important exercise for virtually any organization to go through.

Customer Journeys 106

Customer Journeys Customer Service B2B Social Media 106

Comm100

DECEMBER 19, 2017

Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Identifying gaps in the customer experience.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

ShepHyken

JANUARY 18, 2021

For example, I believe you should obsess about customer journey maps, but they have to be done right. 5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Self Service 135

Self Service Customer Service Customer Journeys B2B 135

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. Determine Your Customer’s Pain Points. Customer journey mapping is an extraordinary exercise that hasn’t gone mainstream yet. Do they have soft skills? Are they humble? Are they kind?

Customer Journeys 111

Customer Journeys Customer Service Company Customer Centricity 111

ShepHyken

JUNE 7, 2021

Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways. Customer quotes can be used to tell your customer’s story on a customer journey map or in a persona.

Customer Service 141

Customer Service Loyalty Programs Customer Journeys Customer Centricity 141

ShepHyken

OCTOBER 2, 2017

I’m surprised how many companies don’t create a detailed journey map to dig deep into each (and every) interaction that customers have with you. Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Most Important Rule of Journey Mapping by Annette Franz.

Customer Journeys 84

Customer Journeys Customer Service Chatbots Customer Centricity 84

ShepHyken

MARCH 1, 2021

Here’s his take on CX programs, and specifically, building and sustaining a customer-centric culture that contributes to repeat business (even loyalty) and evangelism. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. CMSWire) Organizations approach customer journey mapping in many ways.

Customer Journeys 88

Customer Journeys Customer Service e-support Self Service 88

ShepHyken

SEPTEMBER 27, 2021

Personalization, customer journey mapping, and surprising customers with the unexpected are just a few of the topics covered in this article. No Jitter) The forces for the next great disruption in customer experience (CX) are aligning now and as with all disruptions, there will be winners and losers.

Customer Journeys 21

Customer Journeys Customer Service Social Media eBook 21

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. To do this effectively, one needs to journey map the heck out of their business!

Customer Experience 169

Customer Experience Self Service Hospitality Customer Journeys 169

ShepHyken

FEBRUARY 16, 2020

Here are some important reminders for us to consider, starting with creating your Customer Journey Map. Predictive AI and Customer Experience: What’s Next? Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Benjamin Hunting.

Customer Service 105

Customer Service Customer Journeys B2B Retail 105

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. Go to The Customer Focus to learn more about our customer service training programs.

Customer Journeys 75

Customer Journeys Customer Service Call Center Entertainment 75

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. Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ShepHyken

JULY 4, 2022

It helps understand the customer better, allows you to personalize (at scale) marketing messages, improve the shopping experience, and more. 4 Strategic Approaches to Customer Journey Mapping by Jennifer Torres. My Comment: Journey Mapping is no longer an option. CMSWire) What’s in your abandoned cart?

Customer Journeys 75

Customer Journeys Customer Service Loyalty Programs Loyalty 75

ShepHyken

SEPTEMBER 13, 2021

Are you ready to meet the customer’s new expectations? The Art of Customer Experience – From Transaction to Conversation by Bridgette Darling. diginomica) Customer journeys today travel across multiple channels, devices and pathways leading to data becoming tangled and disparate. That’s what you’re being compared to.

Customer Service 158

Customer Service B2C B2B Customer Retention 158

ShepHyken

MARCH 20, 2023

The Secrets to Customer Journey Mapping Success With Jim Tincher by Melanie Mingas (CX Network) In this interview with CX Network, customer loyalty guru, mapping expert and founder of Heart of the Customer, Jim Tincher, explains what has – and has not – changed in journey mapping, the problem with Post-it notes and how to become a “change maker”.

Customer Journeys 12

Customer Journeys Customer Service Call Center Contact Center 12

ShepHyken

JANUARY 17, 2022

It starts with a definition of CX and then shares seven ways to improve it, including customer journey mapping, getting feedback from employees, personalizing the experience, and more. Understand and Predict Customer Needs With Customer Journey Analytics by Simon Fraser. Follow on Twitter: @Hyken.

Customer Journeys 71

Customer Journeys Customer Service Retail Touchpoint 71

ShepHyken

FEBRUARY 17, 2021

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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Strategy 153

Strategy Customer Service Training Groups Customer Service 153

ShepHyken

JULY 7, 2024

Every business has distinct customers with distinct feelings, needs and preferences. My Comment: The first idea this article shares is something I’ve been preaching for years: If you want to improve your customer journey, invest in your team. I love the second idea, which is to remove customer anxiety.

Customer Service 85

Customer Service Customer Journeys Customer Service Training Measurement 85

ShepHyken

JULY 11, 2022

(Customer Experience Magazine) Developing new approaches to measurement is a priority for businesses that want to drive agile decision making. Journey measurement, for example, can provide insights that allow companies to optimise the customer journey in real time. My Comment: How do you measure CX? Let me count the ways!

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

ShepHyken

JULY 27, 2020

Journey mapping in the customer experience by Chris Beaudin. Retail Customer Experience) Just like a buyer persona identifies who you are targeting to purchase your product, the journey map outlines the experience that persona will encounter as they proceed to a purchase. Follow on Twitter: @Hyken.

Customer Journeys 58

Customer Journeys Customer Service Retail Exercises 58

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. The Future of Customer Loyalty is Flexibility by Jim Tierney. For information contact or www.hyken.com.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

ShepHyken

SEPTEMBER 26, 2016

Agencies Turning to ‘Customer Journey Maps’ to Tackle Service Woes by Nicole Ogrysko. Federal News Radio) As agencies begin to pay greater attention to customer service, more organizations are developing customer experience “journey maps” to help them better understand and respond to their constituents.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

ShepHyken

JANUARY 6, 2020

The best customer experience starts with a great employee experience. The author suggests three solutions to the employee experience that includes a well-designed CX strategy, a journey map focused on employees, not just customers, and considering the employee experience as you roll out new technology to make the customer’s experience better.

Customer Service 80

Customer Service Contact Center Customer Journeys Employee Experience 80

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 85

Self Service Customer Service Airlines Touchpoint 85

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

SEPTEMBER 16, 2019

(MarTech Advisor) Customer experience management is how a brand builds and grows relationships with their customers and creates consistent, meaningful, and enjoyable interactions at different stages of the customer journey, across channels and touchpoints. My Comment: Nike is one of my favorite companies to learn from.

Airlines 106

Airlines Customer Service Automotive Omni-Channel 106

ShepHyken

DECEMBER 26, 2016

The Magic of Customer Experience: Lessons from Disney on How to Improve the Customer Journey by Justyna Polaczyk. LiveChat) I’m going to show you lessons from Disney, the king of customer experience, on how to improve your customer journey so people also fall in love with your brand.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

ShepHyken

MAY 16, 2022

He also believes it’s important to measure the touchpoints found in a customer journey map. Here’s How To Maintain Customer Service, Even When You’re Short-Staffed by Forbes Business Council. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66

ShepHyken

JANUARY 13, 2020

(Entrepreneur Middle East) To remain competitive and ensure sustainable growth, it is vital that every area of your business focuses on customer satisfaction as a priority. They will remind you of some customer experience basics, starting with a journey map. My Comment: Here’s another list of four good ideas.

Customer Service 72

Customer Service Retail Customer Journeys B2C 72

ShepHyken

DECEMBER 23, 2019

20 Ingenious Ideas to Transform Customer Experience (CX) in 2020 by Indrajeet Deshpande. MarTech Advisor) The customer journey is no longer confined to the process of completing a transaction. It spans the journey from the moment when a prospect hears about your brand until they become your customer and it goes well beyond that.

Customer Service 76

Customer Service eBook Trends Tips 76

ShepHyken

MARCH 28, 2018

Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. The post Which Department Handles Customer Experience?

Customer Experience 64

Customer Experience Loyalty Exceptional Customer Service Advertising 64

ShepHyken

SEPTEMBER 5, 2022

The article includes a short tip on journey mapping, creating an experience vision, and more. The Wise Marketer) If a company believes it is using the right words with its customers, it needs to ask itself two big questions: 1) How do we know what they want to hear? Follow on Twitter: @Hyken.

Net Promoter Score 71

Net Promoter Score Customer Service Hospitality Hotels 71

ShepHyken

JANUARY 24, 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. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Hotels 105

Hotels Conference Meeting Fashion 105

ShepHyken

JULY 6, 2020

When was the last time you experienced your customer experience? CustomerThink) As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on.

Customer Service 67

Customer Service Healthcare Customer Journeys Feedback 67

ShepHyken

JUNE 20, 2022

What You’re Getting Wrong About Customer Journeys by Ahir Gopaldas and Anton Siebert. Harvard Business Review) Most marketing experts agree that it’s not enough to give customers a satisfying initial experience with a product. The design of customer journeys is the new marketing battleground.

Customer Service 13

Customer Service Loyalty Programs Customer Journeys Loyalty 13