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. On one hand, it ensures that customers achieve their desired outcomes and have a positive experience with the product or service. This builds trust and loyalty, leading to higher satisfaction and retention.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

ShepHyken

NOVEMBER 18, 2020

If you have been following my work, you may remember something I refer to as The Loyalty Question. It goes like this: What am I doing right now to make sure the customer comes back the next time they need whatever it is we sell? Most people think customer loyalty is about a lifetime. So, The Loyalty Question 2.0

Loyalty 146

Loyalty Self Service Customer Service Training Tips 146

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Craft a narrative where every customer feels valued, heard, and truly understood. 5. Empower and Train Employees: This is my biggest passion!

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

Experience Investigators by 360Connext

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. You're here because you're looking for a great CX training course, and I've got eight to share with you. Free CX Courses: Free Customer Service Training by LiveChat.

Course 35

Course Training Customer Journeys Customer Experience 35

Beyond Philosophy

OCTOBER 8, 2020

However, we chose to consider other expenses, like recruitment and training costs and advertising costs. Taking action earlier would have cost less and improved customer satisfaction. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations.

Customer Focused 173

Customer Focused Call Center Consulting Measurement 173

ECXO

JANUARY 21, 2025

No matter how innovative your product is, it wont matter if customers feel undervalued and unsupported. Customer experience isnt just about answering emails or fixing problemsits about building trust, fostering loyalty, and showing customers that they matter. Action: Regularly review customer satisfaction metrics (e.g.,

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. It isn’t a coincidence that the best places to work are also recognized as the organizations that deliver the best customer service.

Loyalty 130

Loyalty Customer Service Training Customers Tips 130

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. This encourages both departments to work together to enhance customer loyalty, understanding that improved retention directly impacts revenue.

Customer Journeys 432

Customer Journeys Culture Leadership Effort Score 432

ShepHyken

JANUARY 28, 2025

Only the Front Line Needs Customer Service Training: Everybody in an organization is responsible for their role in customer service. If they arent dealing directly with customers, they are supporting someone who is, or they are part of the process that impacts the overall service and experience. Its something you do.

Loyalty Programs 92

Loyalty Programs Customer Service Training Training Culture 92

Integrity Solutions

SEPTEMBER 28, 2023

Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is. Their emphasis customer service training delivers end-to-end service excellence that is driving strong loyalty, competitive differentiation and direct revenue generation.

Customer Service Training 106

Customer Service Training Training Customer Service Contact Center 106

CX University

SEPTEMBER 30, 2024

CX University and HBC today announced the formation of CXUAsia, a joint venture aimed at delivering world-class customer experience (CX) training and certification across the Asia-Pacific region. Sidney Yuen, HBC is a professional services firm that delivers advisory and customer-focused solutions to its clients.

Training 114

Training Net Promoter Score Customer Experience Customer Centricity 114

ShepHyken

OCTOBER 13, 2021

In this article, we can say that three secrets to creating and sustaining customer loyalty are communication, communication, communication. The way you communicate, what you communicate, and how often you communicate can create the experience that gives a customer the confidence to continue doing business with you. .

Loyalty 109

Loyalty Social Media Tips Communication 109

CloudCherry

AUGUST 22, 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. Listen Now! The post You say you want a Revolution? appeared first on CloudCherry.

Travel 240

Travel Customer Service Training Culture Loyalty 240

ECXO

APRIL 10, 2024

In customer experience, a ‘quantum leap’ could refer to a sudden, dramatic improvement in customer satisfaction or loyalty due to changes in business strategies or practices. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

Connections 334

Connections Customer Experience Social Media Analysis 334

Kayako

APRIL 13, 2017

This starts with hiring a team that is customer-focused and who get satisfaction through helping others. Then managers should give them tools and freedom to address customers’ needs. At Zappos, customer support and experience teams can identify loyal customers and give surprise upgrades.

Loyalty 181

Loyalty Tips Meeting Software 181

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy. Good experience builds loyalty.”

Customer Service 73

Customer Service Loyalty Customer Satisfaction Customer Service Training 73

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. It’s a companywide mindset and strategy that’s based on putting your customer first, and at the core of your business.

Customer Centricity 358

Customer Centricity Culture Tips Company 358

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

OCTOBER 29, 2024

Empowered Employees – Customers want to work with employees who can make good customer-focused decisions and don’t have to ask a manager whenever there is a unique or special request. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you.

Loyalty Programs 85

Loyalty Programs Customer Service Training Video Customer Service 85

ShepHyken

MARCH 14, 2023

I’ve covered different gap concepts in the past, and it’s time to add yet another to the list, and that is the Loyalty Gap. By the way, this is a perfect time to mention International Customer Loyalty Month, which happens every year in April. It is a time to focus some extra care and attention on your loyal customers.

Loyalty 107

Loyalty Customers Customer Service Training Connections 107

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? They don’t choose the best people.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

Blake Morgan

OCTOBER 22, 2024

Stovall often cites companies like Enterprise Rent-A-Car, where rigorous training ensures that employees consistently deliver quality service. Confident, well-supported employees create smoother, more engaging customer experiences, which builds trust and loyalty. Consistency also plays a major role in building a strong brand.

Employee Experience 59

Employee Experience Brands Customer Experience Hospitality 59

ShepHyken

MARCH 4, 2020

“Satisfying your customers is not enough. Satisfied customers are not loyal customers.” Loyalty is an emotion. Connect with your customers on an emotional level to move them beyond being “just satisfied.”. “It It is the total customer experience—not just customer service—that creates loyalty.”

Loyalty 167

Loyalty Customer Service Training Customers Training 167

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. Published on: February 20, 2019.

Loyalty 109

Loyalty Customers Knowledge Base Customer Service Training 109

ShepHyken

AUGUST 11, 2021

They were, but that loyalty was to location and price, not to your business. . The point is to recognize the difference between repeat customers and loyal customers. Make sure you understand the why behind what brings that customer back. I like to refer to repeat customers as gold and loyal customers as sacred.

Loyalty 174

Loyalty Customers Customer Service Training Retail 174

ShepHyken

JUNE 24, 2020

It’s about customer retention—which can lead to customer loyalty. Loyal customers are important to all businesses regardless of industry or size—large, small, B2B or B2C. It’s easy to measure customer satisfaction at different levels. The formula for calculating customer retention is pretty simple.

Customer Retention 169

Customer Retention Measurement How To B2C 169

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. These are investments focused on your employees.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

InMoment XI

JULY 23, 2024

Having a good or even a bad e-commerce customer experience can significantly impact your bottom line. Here are five benefits of a good ecommerce customer experience: Increased Customer Loyalty: Satisfied customers are more likely to return and make repeat purchases.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They want to please their bosses, their teammates and their customers. But when we can’t because we don’t have the right information, the right training or the right authority, that is a bad day, too. They don’t care enough to invest in customer experience evaluation and improvement. No more ruined days.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. Related: How to Improve Customer Service Training with Simple Metrics. What a gift!

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Thematic

MARCH 20, 2025

By identifying patterns in customer complaints, AI text analytics helps businesses improve self-service resources, refine agent training, and optimize customer service processes. AI text analytics reveals the bigger picture, helping teams make data-driven decisions to enhance customer support.

Analytics 62

Analytics Customer Service Analysis e-support 62

InMoment XI

AUGUST 2, 2023

Remember, customer feedback is a goldmine of actionable data that can steer your business towards delivering exceptional experiences and fostering lasting customer loyalty. Even if you have established listening posts and a customer-focused culture, poor execution will hinder your progress.

NPS 195

NPS Customer Centricity Automotive Culture 195

ShepHyken

MAY 24, 2021

There are many ways to let customers know you appreciate them, and this article covers most of them, along with some expert opinions from other successful business people. The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World by Kim Campbell. 5 Top Customer Strategies CEO Should Know by Duong Nguyen.

Customer Service 159

Customer Service Customer Retention Loyalty Retail 159

Experience Investigators by 360Connext

MAY 23, 2019

Naturally, I shared with this group of leaders the connections between learning, development, training, and hiring to customer experience. Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition.

Net Promoter Score 40

Net Promoter Score Social Media Fashion Airlines 40

InMoment XI

OCTOBER 8, 2024

Benefits of Improving Customer Experience When you improve customer experience, you will notice benefits that reach every part of the organization. Some of the benefits of improving customer experience include: Increased Customer Loyalty When you have a consistently positive customer experience, you will create loyal customers.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty. I like them all.

Customer Service 159

Customer Service Net Promoter Score Self Service Knowledge Base 159

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. How to design and run a customer loyalty program for small businesses by Raúl Galera.

Customer Service 154

Customer Service Loyalty Programs Hotels Infographics 154