ShepHyken

OCTOBER 30, 2017

My Comment: Customer experience (and service) is a philosophy that must be embraced by every area of the company. It’s about leadership having a CX vision that becomes part of the culture of the company. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 24

2017 Article Social Media Customer Service 24

ShepHyken

MAY 8, 2017

My Comment: Here is a deeper dive into the concept of “Customer First.” ” There are plenty of stats and facts – and some charts – to back up the concept that a customer-focused approach should be at the top of your list for your organization’s culture and strategy.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Here are my top five picks from last week. Follow on Twitter: @Hyken.

2017 86

2017 Article Customer Service Customer Service Training 86

ShepHyken

MAY 22, 2017

Companies must learn to strike a balance between technology and human-to-human if they want to maintain an emotional connection with their customers. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. This article touches on how losing the human touch can be bad for business.

2017 84

2017 Article Customer Service Airlines 84

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Keeping up with our customers’ expectations is crucial to the future of our business!

2017 69

2017 Article Customer Service Customer Service Training 69

ShepHyken

NOVEMBER 27, 2017

Zappos for Good Bolsters Company Culture and Customer Experience by Jim Tierney. My Comment: I’ve always believed that “giving back” is part of a customer service and CX strategy. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

NOVEMBER 6, 2017

Three Lessons From Superhero Team-Ups For Customer Service by Paul Selby. ( And, even if you’re not, there’s some great information here – three simple ideas to help take your customer service to the next level. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 87

2017 Article Customer Service Customer Service Training 87

ShepHyken

OCTOBER 9, 2017

And, from the story in this article, they give their customers a chance to make things right with dignity and respect. While not typical customer service, this shows you how a company knows how to treat their customers, even when they are wrong. Does CX fail because of design, culture, strategy, or … the “Q-word?”

2017 41

2017 Article Customer Service Document 41

Customer Bliss

APRIL 12, 2019

Monica shares that she found her purpose doing customer experience work, and after creating a new customer-driven culture in her prior position at JEA (an electric utility company), she was looking forward to leading a CX transition from the ground up. 3-Stage Approach to A New CX Transformation.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

ShepHyken

DECEMBER 11, 2017

John Ruhlin is the corporate gifting expert, and in this article, he shares some of his best tips to ensure that the gifts you give will be meaningful, memorable, and wow your customers. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. It was a big task – there were a lot of great stories out there!

2017 76

2017 Article Customer Service Customer Success 76

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Customer Bliss

AUGUST 15, 2017

In 2015 she built up the new area of Customer Experience from scratch. Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. Customer strategy. Focus on one customer issue.

Travel 204

Travel Hotels 2010 Customer Journey 204

ShepHyken

OCTOBER 16, 2017

Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken.

2017 79

2017 Article Customer Service ROI 79

ShepHyken

MAY 15, 2017

D CEO) Half a century after its incorporation papers were filed, the Dallas-based carrier is working harder than ever to reinforce its unique corporate culture. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D

2017 69

2017 Article Customer Service Airlines 69

ShepHyken

OCTOBER 2, 2017

Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken.

2017 85

2017 Article Customer Service Customer Journey Mapping 85

Innovative CX

SEPTEMBER 5, 2019

How do we satisfy the needs of each while creating a culture that will support and deliver an effective CX strategy? Finally, a Pew research study states, “As of 2017 – the most recent year for which data are available – 56 million Millennials (those ages 21 to 36 in 2017) were working or looking for work.

Culture 56

Culture 2017 2016 Engagement 56

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience. .”

Airlines 152

Airlines 2017 Metrics Social Media 152

Customer Guru

DECEMBER 13, 2017

According to a Gartner research , 50% of product investment projects will be redirected to customer experience innovations in 2017. In another survey conducted by CX Network , over 800 respondents shared their view on the challenges and investments in Customer Experience for 2017. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

Beyond Philosophy

DECEMBER 26, 2017

We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Cultural readiness for stakeholder-centricity. Employee life cycle.

2018 111

2018 Leadership Consulting Employee Experience 111

Michel Falcon Experience

JANUARY 31, 2017

I’ve been advising companies on customer experience, employee engagement and company culture for six years helping entrepreneurs learn the systems I leverage to build stronger and profitable relationships with customers and employees. It has been very rewarding for both my clients and I.

Engagement 128

Engagement Customer Experience Culture Social Media 128

Beyond Philosophy

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” If customer-centric culture-building and customer-focused initiatives were the only end goals, perhaps these approaches would be sufficient.

Culture 83

Culture 2002 Customer Centricity 2007 83

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. Think Smiling Companies, Happy Customers.

2017 45

2017 2018 Chief Customer Officer NPS 45

ShepHyken

AUGUST 21, 2017

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of August 21, 2017 appeared first on Shep Hyken.

2017 19

2017 Article Customer Service Fashion 19

ShepHyken

SEPTEMBER 28, 2020

CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. MarketingWeek) At our exclusive roundtable featuring members of 2020’s CX50, the consensus was that taking care of employees has helped take care of customers in this time of crisis.

2020 83

2020 Article Customer Service Culture 83

Forrester

APRIL 3, 2017

I recently caught up with one of our keynote speakers -- Christine Corbett, chief customer officer at Australia Post -- to discuss the importance of creating and nurturing a CX-driven culture. Here's what she had to say: How has the age of the customer affected the postal service? How have your customers' needs evolved?

Chief Customer Officer 66

Chief Customer Officer 2017 Events Omnichannel 66

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

DECEMBER 26, 2016

Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. This article looks at the internal customer and the process behind delivering better internal service. Follow on Twitter: @Hyken.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Customer Guru

MARCH 1, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Metrics 2017 94

Beyond Philosophy

JANUARY 31, 2018

We have found that employee surveys are not, but should be, designed to help identify how, and how effectively, the enterprise culture is helping shape employee behavior and the delivery of customer value, with employee ambassadorship as an optimal state. Cultural readiness for stakeholder-centricity. Employee life cycle.

Culture 68

Culture Leadership Consulting Employee Experience 68

ReviewTrackers

APRIL 7, 2021

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Build a people-first culture. Become more customer-focused. To mitigate reputational risk in banking, you must deliver consistently excellent customer experiences, too.

Banking 94

Banking Management 2012 Social Media 94

ReviewTrackers

APRIL 2, 2019

A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Build a people-first culture. Become more customer-focused. To mitigate reputational risk in banking, you must deliver consistently excellent customer experiences, too.

Banking 90

Banking Management 2012 Social Media 90

Customer Guru

MARCH 1, 2018

She is a Certified Customer Experience Professional from the CXPA (US). In 2017, Dr. Pednekar was identified as one of the top 50 Most Impactful Quality Professionals by the World Quality Congress in India. Especially, driving Quality and Customer Experience initiatives is very close to my heart.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Metrics 2017 79

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

ijgolding

JANUARY 24, 2017

Whilst the Gulf Region is by no means lagging in its adoption of Customer Experience tools, techniques and methodologies compared to many parts of the world, the overt demonstration of understanding the significance of the ‘end to end customer journey’, not just customer service, has been lacking.

Customer Experience 62

Customer Experience 2016 2012 Transportation 62

CX Journey

JANUARY 3, 2018

Image courtesy of Pixabay I originally wrote today's post for CallidusCloudCX; it was published on their blog on July 26, 2017. They lead to reduced efficiencies, waste resources, kill productivity, reduce morale (with a them-and-us mentality), and are detrimental to your ability to create a customer-focused culture.

Culture 59

Culture Government Leadership Customer Journey 59

Peter Lavers

DECEMBER 21, 2017

As 2017 draws to its close I’ve been taking a look at my blog, twitter and Linkedin activity over the year, and I’d like to share with you my three top choices in four different categories: Most blog engagement. Nedbank – I have walked the customer centricity journey with this great bank for over a decade.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55