ECXO

JUNE 15, 2021

Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process. These following 10 tips will help shifting to a customer-focused environment across your company: 1.

Customer Centricity 348

Customer Centricity Culture Tips Company 348

CX Accelerator

OCTOBER 7, 2019

The customer experience begins with your staff and their employee experience. When employees know about CX and care about it, they are well positioned to deliver a positive, memorable customer experience. What is the employee experience (EX)? NPS, CSAT, CES, etc.)?How

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. I love that!)

Customer Service 82

Customer Service Retail Customer Retention Loyalty 82

ShepHyken

JUNE 7, 2021

Treating your employees like your No. 1 customer can help you improve the employee experience (EX), build a customer-centric company, and capture more revenue. My Comment: And, speaking of culture, here’s an article that emphasizes that recognizes that being customer-centric starts with the employee experience.

Customer Service 138

Customer Service Loyalty Programs Customer Journeys Customer Centricity 138

ShepHyken

DECEMBER 5, 2022

Each week, I read many customer service and customer experience articles from various resources. The Top 5 Guest Loyalty Trends and Predictions to Watch for 2023 by Ellis Connolly. So, our first article comes from the hospitality industry with five “guest loyalty” trends that should be considered by every business.

Customer Service 73

Customer Service Hospitality e-support eBook 73

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

InMoment XI

SEPTEMBER 20, 2022

This is as true for employee experience (EX) as customer experience (CX). There is a clear path to greater, more progressive employee experience, insights and greater stakeholder centricity for any organization, and it begins with understanding the concept of experience improvement (XI) as it proceeds and matures.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. Institutions will be looking to humanize their digital experience to increase customer satisfaction and build loyalty in 2023.

Financial 211

Financial Trends Self Service Customer Experience 211

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. This is a question I get all the time.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Experience Investigators by 360Connext

FEBRUARY 1, 2022

After all, if you sell a product or service and customers buy that product or service, they are having an experience. If you’re not deliberately shaping their journey, it’s probably not a great experience. It most likely isn’t designed to build trust and loyalty throughout their journey.

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ShepHyken

MARCH 28, 2022

Each week I read many customer service and customer experience articles from various resources. Research: How Employee Experience Impacts Your Bottom Line by Kate Gautier, Tiffani Bova, Kexin Chen, and Lalith Munasinghe. Customer Obsession: Being Real, Sensitive, and Personal is a Requirement Now by Sharel Omer.

Loyalty Programs 66

Loyalty Programs Customer Service Hotels Entertainment 66

ShepHyken

MARCH 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Forget Customer Experience. Forget Employee Experience. Enter Total Experience by David Roe. CX (Customer Experience) has been around for years. Follow on Twitter: @Hyken.

Customer Service 141

Customer Service Employee Experience Customer Service Training Strategy 141

ShepHyken

JUNE 21, 2021

If you want to ROCK your loyalty program (if you have one), you’ll enjoy this article. RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period. First, I disagree that these programs create true loyalty. There are plenty of great ideas.

Rewards Programs 85

Rewards Programs Customer Service Loyalty Programs Loyalty 85

ShepHyken

APRIL 11, 2022

Each week I read many customer service and customer experience articles from various resources. Your Loyalty Program Might Be Losing You Money by Raghuram Iyengar, Young-Hoon Park, and Qi Yu. My Comment: I’ve written that many loyalty programs are actually discount programs. Or, do they? Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Employee Engagement Customer Service Training Loyalty Programs 66

ShepHyken

FEBRUARY 28, 2022

As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Consider how “warm” you are with your customers. can be summed up with the idea of you and your customers warming up to each other. Then along came the employee experience (EX). My Comment: Here’s a new idea.

Ecommerce 73

Ecommerce Customer Service Trends Loyalty 73

ShepHyken

FEBRUARY 21, 2023

Our customer experience research found that 83% of people trust a company or brand more if it delivers good customer service. The benefit of building trust is potential customer loyalty. Your happy customers become the best members of your marketing department. Follow on Twitter: @Hyken

Customer Experience 69

Customer Experience Customer Service Training Customer Retention Loyalty 69

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is one of the first steps in delivering a superior customer experience.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach. It’s often the continuous improvement or quality management (QM) piece where contact centers struggle.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

Experience Investigators by 360Connext

APRIL 2, 2024

But customer touchpoints are often misunderstood for what they really are, or go unappreciated from the customer’s perspective. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is one of the first steps in delivering a superior customer experience.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR HR Dive) Dissatisfied employees were more than 2.5 Dissatisfied employees were more than 2.5

Customer Service 108

Customer Service Contact Center Customer Retention Poor Customer Service 108

ShepHyken

OCTOBER 5, 2020

Forever-Changed Buying Patterns Mean Rethinking Customer Loyalty by Mary Jo Yafchak. They are the ones that take care of the customers, so let’s “love on them” a bit more than normal this week!7 7 Ways to Earn and Build Customer Loyalty for Your Business by Brian Meert. by Chip Bell.

Customer Service 68

Customer Service Hospitality Virtual Agent Loyalty 68

ShepHyken

JANUARY 18, 2021

5 Key Customer Loyalty and Engagement Trends for 2021 by Michelle Wildenauer. What challenges and opportunities should customer loyalty and engagement specialists consider as they move further into 2021? First, a great customer experience starts with the employee experience.

Self Service 132

Self Service Customer Service Customer Journeys B2B 132

ShepHyken

MARCH 29, 2021

(TotalRetail) Here are a few specific ways that automation is making work better for digital merchandisers, allowing them to improve the customer experience (CX) while enjoying a far better employee experience (EX). In The Rush To Go All-Digital, Prioritize Employee Experiences by Brian Solis.

Customer Service 82

Customer Service Competitive Advantage Retail Employee Experience 82

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. My Comment: I’ve always preached that there are two types of loyalty programs.

Customer Service 78

Customer Service Loyalty Airlines Loyalty Programs 78

Zeisler Consulting

JANUARY 25, 2021

Okay… now, feel free to refer to that as you read on, because I’m not trying to say that engagement isn’t fundamental; in fact, it’s a bedrock necessity if you’re going to provide a good Customer experience that you first ensure you are providing a good employee experience.

Airlines 93

Airlines Culture Employee Experience Customers 93

ShepHyken

MAY 14, 2018

While the short article and video is focused on the consumer, imagine what the experience would be in a customer service role. How Ann Taylor and Loft Create Customer Loyalty Through Charitable Efforts by Carol Roth. My Comment: Charity is part of the customer experience. It is amazing!

Customer Service 76

Customer Service Employee Experience Video Conference 76

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

Survey 111

Survey Company Leadership Study 111

ijgolding

APRIL 19, 2017

but also customer driven ones (loyalty, satisfaction, effort etc.…). The better able a business is to create that balance, the more likely it is that it will not just deliver a better customer experience – it will also deliver a better employee experience.”.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

CloudCherry

FEBRUARY 28, 2018

The customer-centric mindset is one of the main reasons companies like Apple, Zappos, and Amazon have been able to ‘WoW’ their customers and eventually earn their lifetime loyalty. So, aren’t you curious to find out where to start in order to create a successful customer-centric culture? It’s all about the small stuff.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Experience Investigators by 360Connext

MAY 16, 2023

This proactive, customer-focused approach made me a loyal customer. Sometimes proactive problem-solving is simply communicating directly with the customer. Customers have bad experiences. Recovering well and proactively addressing the pain points could actually lead to more loyalty.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

DCX

JULY 30, 2024

Customer Service: The Frontline of Customer Centricity Customer Service is the face of your organization, often serving as the primary point of contact for customers. Their interactions can make or break the customer experience, directly impacting satisfaction, loyalty, and word-of-mouth referrals.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. My Comment: Loyalty programs can be powerful.

Customer Service 78

Customer Service Loyalty Programs Social Media Loyalty 78

Experience Investigators by 360Connext

DECEMBER 17, 2019

Here, I share some ideas for ways to use your customer journey map to get you moving today and keep you moving tomorrow. #6: 6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers.

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

Customer Guru

AUGUST 8, 2018

She has over 25 years of experience in guiding businesses on customer experience and helping them understand the importance of the employee experience. Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. Augie Ray Follow @augieray.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163