ijgolding

SEPTEMBER 18, 2014

Have you ever looked up the definition of the word Empathy? If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations that you interact with on a daily basis. I would suspect that you have not! It is not often that we take the time to read dictionaries!!

Airlines 211

Airlines Travel Social Media Course 211

ShepHyken

OCTOBER 7, 2020

Sitting outside in the heat, baking between the two doors, was not customer service… it was customer disservice. This phrase has no definition. It is not merely the opposite of customer service —that would be bad customer service. This scenario was more like “no customer service.”.

Customer Service Training 167

Customer Service Training Customers Training Customer Service 167

Experience Investigators by 360Connext

JANUARY 18, 2022

Give employees tools to share feedback about the customer journey. Provide any background you can around current understanding of your customers. . Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. Develop a “customer room” either in-person or virtually.

How To 378

How To Customer Journeys Culture Training 378

CX Journey

SEPTEMBER 19, 2014

Have you thought about this question: "In your company, are customers persona non grata?" I like the definition from BusinessDictionary.com, which defines it as: A person who is rejected by those whose acceptance of him or her is required in a situation. Can you see how this relates to your customers? Simon Sinek.

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Vonage

JUNE 23, 2017

: Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Great definition, but marketing has changed. Related Posts Create your customer service mantra. Here’s a thought.

Customer Experience 193

Customer Experience Marketing Advertising Customer Service Training 193

ShepHyken

MARCH 10, 2021

It must be abundantly clear how you define customer service and experience in your organization. Everyone must know the role they play in delivering on that definition. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Culture 158

Culture Hotels Customer Service Training Training 158

Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. Also, be sure to check out our latest white paper, 3 Key Customer Service Trends for 2018 , the definitive guide for how to win at CX this year. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . Sometimes the customer-focused “way” is seen as a brand within a brand. The Disney Way” or “Zappos Culture” is shorthand for that relentless view to prioritize customers, their wellbeing, and their goals.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ECXO

JUNE 23, 2024

For Customer Experience to thrive in an organization, it’s important to have a very well-trained team of double agents. According to the Cambridge Dictionary, the definition of a double agent is “a person employed by a government to discover secret information about enemy countries, but who is really working for one of these enemy countries”.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

InMoment XI

SEPTEMBER 20, 2022

The most basic definition of employee experience often has to do with overall happiness on the job (or what is generally understood as employee satisfaction). Each of the studies used different definitions and, collectively, came up with 26 key drivers of engagement. Subsequent stages in EX maturity build upon that first step.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

ijgolding

AUGUST 12, 2018

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience. Customer Focus. Customer Centricity. Customer Service. Customer Success. Customer Outcomes. Customer Relationship Management. Customer Management.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

CustomerSuccessBox

AUGUST 31, 2021

Most importantl y, ensure action steps from the customer as well. And if the customer is able to see success, s/he would definitely be engaged. Enabling Customer segmentation. As the company grows and the number of accounts increases, scaling a business without customer segmentation might lead to hitting roadblocks.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

CX Accelerator

JULY 1, 2020

Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. 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 266

Contact Center Call Center Call Center Solutions Roadmap 266

ijgolding

JUNE 14, 2016

Describe up to three things (in your own words) that are either enabling your organisation to focus on Customer Experience or not (as the case may be)! Organisations wanting their people to have a customer focused mindset to go about doing the right things without being penalised 12%. We will find out exactly why in a moment.

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

ijgolding

MAY 9, 2017

If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. So what exactly is the definition of ‘benchmarking’? Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

ijgolding

MARCH 10, 2016

I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. To be a CUSTOMER CENTRIC organisation, requires something completely different – something that completely changes the mindset of people within a business. You can find the original article here.

Customer Centricity 120

Customer Centricity Culture Customer Experience Professionals Communication 120

Experience Investigators by 360Connext

AUGUST 20, 2024

Give employees tools to share feedback about the customer journey. Provide any background you can around the current understanding of your customers. Make sure your definition of Customer Experience (and related terms) is clearly communicated and agreed upon. Develop a “customer room” either in-person or virtually.

How To 282

How To Customer Journeys Customer Centricity Training 282

ShepHyken

AUGUST 19, 2020

It’s definitely more than whether or not you are paid. Neil had a great definition of being a professional: “A professional just is, that’s all. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. I’ll answer that with a resounding, “No!” Follow on Twitter: @Hyken.

Entertainment 132

Entertainment Sports Customer Service Training Report 132

ShepHyken

APRIL 6, 2021

Many companies struggle to provide a consistent customer experience and inconsistent experiences create distrust and causes customer churn. . Shep’s definition of amazement is simply being better than average all the time. Consistently amazing your customers is key in earning their trust and confidence in your business. .

Advertising 152

Advertising Consulting Brands Tips 152

CX Journey

JULY 29, 2014

When we engage with customers (or, when they engage with us), we are (hopefully) engaging for the long-term, developing a relationship. Some folks question the use of the term "relationship," but let''s just use Merriam-Webster''s definition: the way in which two or more people, groups, countries, etc., They just don''t care.

How To 177

How To Customer Centricity Customer Service Representative Customer relationships 177

ShepHyken

JULY 7, 2021

The customer support department deals with questions, problems and complaints. Of course, their customer service skills must be at the highest level when dealing with unhappy customers and solving problems. So, a short definition of customer service is all of the interactions that customers have with the people in the company.

Customer Experience 158

Customer Experience Customer Service Gamification Interaction 158

Customer Bliss

JANUARY 17, 2019

As I mentioned in my Daily Dose vlog this week, using your clarity of purpose to unite your company is a great way to deliver meaningful examples to your customers. . Lisa says: “I definitely would have simplified it earlier. I am a passionate customer advocate focused on driving value through improved customer experience.

Connections 190

Connections Company How To Chief Customer Officer 190

InMoment XI

MAY 24, 2022

Companies with high rates of employee advocacy, and its accompanying strong set of business outcomes, are those which have embedded commitment and customer focus into the enterprise DNA, and where the culture, operations, and processes all flow through stakeholder value creation. . How Does EX Improvement Impact Customer Behavior?

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

ijgolding

NOVEMBER 30, 2015

So here goes: Let’s start with Customer Service – the two words that have been embedded in the way organisations work for decades. Customer Services is NOT Customer Experience. The rise of businesses talking about Customer Experience may be kidding some into BELIEVING they are operating in a Customer Centric way.

Customer Centricity 120

Customer Centricity Customer Experience Customer Service Customers 120

Lumoa

MARCH 21, 2023

“ “It’s not what they say that makes these moments so significant, its more about how they tell it, how they show it, definitely how they live it, and most importantly how people feel it.” 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.

Customer Experience 221

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 221

ShepHyken

JULY 15, 2020

Paying attention can help you find opportunities to create higher levels of customer amazement. My definition of “customer amazement” is to be better than average all the time. Once in a while, an opportunity to truly WOW a customer “falls in your lap.” Typically, you just need to be a little better than average.

Hotels 157

Hotels Customer Service Training Customers Training 157

InMoment XI

OCTOBER 4, 2024

It’s easy to think of CXM and customer relationship management (CRM) as the same processes because they both offer a better understanding of customers through data. But, they have a few key differences as they address different aspects of the customer’s interactions with the brand. Digital Web Solutions. Porch Group Media.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

Vonage

MARCH 6, 2017

And, that love they show their clients is in the form of delivering amazing customer service, keeping promises to customers and more. One definition of a mantra is a statement or slogan that is repeated. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Customer Service 149

Customer Service Hotels Customer Service Training Customers 149

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

ShepHyken

DECEMBER 9, 2020

The type of reviews and complaints you want to share with the team have to do with customers experiencing a flaw in your process. The lesson on how these are handled is definitely worth sharing. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 148

Customer Service Training Leadership Survey Customer Service 148

ijgolding

APRIL 19, 2017

Yet if an organisation ONLY focuses on these business focused aims; and measures performance by these business focused metrics, then all it will focus on day to day is what the business wants. It is not complicated, yet so often, the customer element of strategy is missing.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Beyond Philosophy

DECEMBER 11, 2014

In the final of our series of nine posts about the parts of your organization that affect Customer Centricity, we have the Top Ten Mistakes Cultures Make with Customer Experience : Senior management and back office employees are not spending time with Customers. This revealed how they thought of Customers.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

ShepHyken

SEPTEMBER 22, 2021

Principle One: Everyone has to be in it to win it – As I mentioned above, customer service is a philosophy to be embraced by everyone. Everyone must be in alignment with leadership’s vision and definition of the organization’s culture. And, have your customers saying, “I’ll be back!” . It should be one sentence or less.

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

Customers Rock!

MAY 5, 2011

I have definitely missed writing for all of you, and many of you have been encouraging me to get back out here and post. We can’t leave the customer experience to chance. We need to ensure that customers are part of everything that our company does so that customer-focus becomes part of the company DNA.

Social Media 198

Social Media Customer Centricity Case Study Loyalty 198

ShepHyken

FEBRUARY 15, 2017

If you Google the words customer centric (or centricity ), you will find many definitions from different sources that are all very similar. I actually prefer using the term customer-focused over customer-centric. So, if you haven’t already done so, make the decision for your organization to be customer-focused.

Customer Centricity 90

Customer Centricity Culture Customer Focused Customer Service Training 90

delighted

MARCH 4, 2020

Customer Experience Management can transform your organization into one that is customer focused, giving your team a mission and values to rally behind and a process for acting on them to benefit customers. More reading on the what, where, and why of Customer Experience Management: What is Customer Experience?

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

ijgolding

MAY 23, 2017

Influencing any organisation to constantly focus on the critical need to remain continuously and sustainably customer focused is a never ending task. Even Old Mutual Wealth need to keep guiding their people on the journey towards sustainable customer centricity.

Customer Experience 227

Customer Experience Financial Customers Insurance 227