NICE inContact

FEBRUARY 6, 2019

It is never a silo-ed operation, it is a team sport. The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

ShepHyken

AUGUST 19, 2020

In the sports world, professional athletes are paid, while amateurs are not. 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. What is a professional?

Entertainment 132

Entertainment Sports Customer Service Training Report 132

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 98

Customer Journeys Customer Service eBook Sports 98

ShepHyken

SEPTEMBER 22, 2021

Principle Seven: Make sure there is a good coach – When I look at the best teams in business, whether they are customer service teams, sales teams, finance teams, etc., The leader of a truly effective team is like the coach of a professional sports team. And, have your customers saying, “I’ll be back!” . So there you have it.

Culture 112

Culture Customer Centricity Sports Customer Service Training 112

ijgolding

MAY 17, 2017

Others may have heroes from the sporting arena, whether it be a football or soccer player; Muhammad Ali, or a multiple Olympic champion. If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.

Customer Centricity 181

Customer Centricity Leadership Competitive Advantage Sports 181

ShepHyken

MARCH 26, 2024

Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., My friend Norman Beck recently shared a quote that inspired him: We work hard to make it look easy.

Entertainment 92

Entertainment Sports Customer Service Training Training 92

ShepHyken

OCTOBER 31, 2018

I recently read a quote by another legend, this time in the sports world. 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. Sometimes you may need a reason.

Sports 116

Sports Customer Service Training Examples Training 116

PeopleMetrics

MARCH 21, 2014

So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes. Love your customer focus, @Barclays_Kenya. A customer jumped on it. PeopleMetrics what customer focus? Customer focus! And that’s when things got hairy.

Social Media 115

Social Media Banking How To Effort Score 115

InMoment XI

OCTOBER 4, 2024

Customer Experience Management Examples The goal of customer experience management is to make informed decisions on retaining customers and transforming them into passionate advocates for your brand. The options make it easier for customers to voice their suggestions or complaints. Digital Web Solutions.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

AUGUST 2, 2017

They are good customers, too. Realizing my purchase was small, I commented, “Maybe next time I’ll see a sport coat or suit I like.” The salesperson smiled and said, “If I had 500 customers just like you, I’d be the happiest salesperson in the store.” The post Which Customers Do You Want to Keep?

Sports 162

Sports Customer Service Training Customers Connections 162

ShepHyken

MARCH 21, 2018

Although your problems may not include a minor injury at a sporting event, it goes to show that every crisis is an opportunity. Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

How To 53

How To Sports Customer Service Training System 53

InMoment XI

SEPTEMBER 25, 2024

They turned to InMoment for a powerful NLP platform that could analyze and decode the jargon-filled language of professional sports. Together, InMoment’s cloud API and Brandtix’s proprietary algorithms now process fan vernacular across 19 languages.

Data 195

Data Social Media Net Promoter Score Analysis 195

ShepHyken

MAY 30, 2018

Questioning the “why” behind the “what,” you get a better understanding of what’s driving decisions, and as a result, can create a better customer experience. Why does a person want a fancy red sports car? It might be congruent with the customer’s lively personality. What’s driving that desire? Is all they want transportation?

Transportation 97

Transportation Conference Sports Customer Service Training 97

ShepHyken

MAY 23, 2022

(CustomerThink) Your growth at every level — financially, reputationally, professionally, and personally — is superior when customer, employee, and partner experience are managed as a team sport. 3 Common Customer Complaints and How to Address Them by DP Taylor. Follow on Twitter: @Hyken.

Customer Service 66

Customer Service Sports Tips Customer Service Training 66

Kayako

JANUARY 24, 2018

This is the most important step towards becoming a customer-centric company since it’s pretty hard to be customer-centric if you can’t get everyone to agree on what that means!”. Customer support works better as a team sport. Jeff Toister is the bestselling author of The Service Culture Handbook.

Customer Centricity 208

Customer Centricity Self Service Trends Customer Experience 208

Experience Investigators by 360Connext

JULY 24, 2019

SportsClips offered haircuts in a sports-themed salon to create an experience for guys, instead of the standard salon serving women. Retrofitting customer experience means baby steps and giant leaps. The struggle to move an entire organization from product- or sales-focused to customer-focused is intense.

Customer Journeys 110

Customer Journeys Culture Customer Centricity CRM 110

Wired and Dangerous

OCTOBER 19, 2015

How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Several years ago, we were conducting a customer focus group for a large utility. But the opposite of customer sentiments can be true as well. Image credit: Ohmega1982.

Customer Insights 70

Customer Insights Sports Banking Groups 70

Wired and Dangerous

OCTOBER 23, 2018

And while social media streams can provide much-needed insights sometimes the only way to understand your customer is to do it the old-fashioned way and listen in person. We were conducting a customer focus group for a large utility. But, the opposite of customer sentiments can be true. It takes involvement to get insight.

Sports 70

Sports Social Media Groups Banking 70

ShepHyken

JANUARY 25, 2023

The Selfie Experience is easy to create when you are in an events business, such as a Broadway show or sporting event. It’s about creating an experience that is so good the customer wants a memento, in this case, a photograph. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Sports 79

Sports Social Media Customer Service Training Video 79

ShepHyken

AUGUST 29, 2016

Entrepreneur) Kuiu sells high-end apparel and equipment designed for fit hunters who are serious about their sport. 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.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

Oracle

SEPTEMBER 27, 2019

Case in point: NBC Sports. NBC Sports employed a similar strategy for the social content it produced during the 2018 Winter Olympics. Armed with this data, NBC Sports now has invaluable information it can use to fine-tune its storytelling approach for other live events to better engage its audience. Embrace storytelling.

Engagement 63

Engagement Sports Multi-Channel Return on Investment 63

Wired and Dangerous

MARCH 21, 2016

And while social media streams can provide much needed insights, sometimes the only way to understand your customer is to do it the old-fashioned way and listen in person. We were conducting a customer focus group for a large utility. But, the opposite of customer sentiments can be true, too. It takes involvement to get insight!

Social Media 70

Social Media Sports Banking Fashion 70

BirdEye

MARCH 27, 2025

Examples: @ExperiencedPropertyMgr, @ExpertRentSolutions Combine customer-focused phrases with your core service. Examples: @HappyHomeRentals, @EasyLeaseCo 7 TikTok username ideas for automotive businesses Your TikTok username should reflect speed, precision, and customer-centricity.

Automotive 52

Automotive Healthcare Social Media Financial 52

ShepHyken

JANUARY 18, 2022

.” “Sharing customer feedback (what customers love, what customers aren’t so thrilled about, and what customers don’t like at all) in a clean, clear-cut way across the entire business is how any type of corporate culture can improve overnight.” ” “CX is a team sport.

Average Handle Time 79

Average Handle Time Customer Journeys Sports Customer Experience Management 79

ClearAction

SEPTEMBER 27, 2018

Center Your C-Team on Customers : Corporate objectives must make it clear that customers’ well-being is your path toward growth. Regularly assess what’s at-odds or in-harmony with your customer experience objectives. Center Your Rituals on Customers : Put a customer-focus placeholder in the template for every ritual.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ClearAction

JUNE 8, 2015

Creating World-Class Customer Experience Teams. In sports, a great deal of thought goes into creating winning teams. Choosing the right players, getting everyone on the same page, practicing hand-offs and executing a clever playbook are how winning sports teams are created. Such a loose confederation would never fly in sports!

Customer Experience 48

Customer Experience Sports Chief Customer Officer Guidelines 48

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. Learn More. Learn More. Learn More. Learn More. Learn More.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

Horizon CX

OCTOBER 3, 2020

Using a systems lens reveals how patterns of behavior can be identified and dealt with as an organization readies itself to evolve into a more customer-focused business. Leadership must embrace, endorse, and actively support any movement toward instilling a customer-experience mindset among employees within an organization.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

ShepHyken

MARCH 28, 2023

Here’s another example, which has nothing to do with a journey but does have to do with an overload of details that can hurt a sale or erode the customer experience. Some people love a fancy, expensive sports car, while others just want reliable transportation. Follow on Twitter: @Hyken

Transportation 66

Transportation Sports Customer Service Training Customers 66

Help Scout

JULY 29, 2021

Instead of calling it a list of FAQ, it uses sports terminology and calls it “Quick Assists.” It’s essential to ensure that your FAQ reflect the tone and design of your brand; otherwise, your customers will feel alienated. It’s also done an excellent job grouping commonly asked questions directly at the top.

Self Service 142

Self Service Examples Knowledge Base Telecommunications 142

ShepHyken

JUNE 13, 2022

CustomerThink) Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers, and magazines. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 69

Customer Service Sports Customer Journeys Government 69

CSM Magazine

NOVEMBER 15, 2024

Here’s a simple list to illustrate the connection between values and slogans: Core Value Slogan Example Innovation: “Leading the Future of Customer Care” Integrity: “Transparency You Can Trust” Customer Focus: “Your Needs, Our Priority” Regular reviews of values and slogans ensure they remain relevant and aligned with organizational goals.

Customer Service 52

Customer Service How To Social Media Culture 52

Integrity Solutions

JUNE 18, 2021

We often associate “coach” with a sports analogy. In this feature contribution to Forbes , Mike Esterday offers advice for how to prepare your customer-focused teams to deal with a dramatically changed marketplace and customer behavior. However, the origin of the word speaks to a different level of understanding.

Sales 96

Sales Leadership Infographics Culture 96

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. After all, it stems from the top!

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers. Being a customer focused organization, BookMyShow ensures that customers are at the core of all actions.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

ShepHyken

AUGUST 2, 2017

They are good customers, too. Realizing my purchase was small, I commented, “Maybe next time I’ll see a sport coat or suit I like.” The salesperson smiled and said, “If I had 500 customers just like you, I’d be the happiest salesperson in the store.” For information contact or www.hyken.com. Follow on Twitter: @Hyken.

Sports 53

Sports Customer Service Training Customers Connections 53

ShepHyken

JULY 20, 2016

Yellow mustard, sweet green pickle relish, onion, tomato wedges, pickle spear, sport peppers and celery salt. 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.

Competitive Advantage 48

Competitive Advantage Sports Customer Service Training Training 48