ShepHyken

NOVEMBER 27, 2017

My Comment: If there were four things you could do that would ensure your customers would come back, what would they be? Josh Linkner, innovation guru, shares four core ideas that build loyalty. Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer.

2017 76

2017 Article Customer Service Loyalty Programs 76

ShepHyken

OCTOBER 2, 2017

My Comment: The author shares some customer service and CX “conventional wisdom” and then shares commentary on why we should question it. Conventional wisdom thwarts progress and innovation – in everything, including customer service! Great concepts here. What you believe to be true may be holding you back.

2017 84

2017 Article Customer Service Customer Journey Mapping 84

ShepHyken

JUNE 26, 2017

These five words make up one of the most powerful questions you can ask a customer or colleague at work. Innovation expert Josh Linkner calls this question a “difference maker” – a question that could boost your company and career. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 15

2017 Article Customer Service E Commerce 15

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. But, it’s a great start.

2017 29

2017 Article Customer Service Loyalty Programs 29

ShepHyken

SEPTEMBER 4, 2017

She took the time to interview ten CMO’s from some large and recognizable brands in a number of industries who share what customer experience means to them. CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty.

2017 66

2017 Article Customer Service Net Promoter Score 66

Forrester

APRIL 3, 2017

Successful business leaders drive their organizations to create experiences that continually meet or exceed customer expectations. 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.

Chief Customer Officer 66

Chief Customer Officer 2017 Events Omnichannel 66

Talkdesk

SEPTEMBER 18, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Empowering Customers By Design. Session Host / Moderator: Su Ahn, VP of Customer Excellence, Farfetch.

2017 40

2017 Roadmap Innovation Customers 40

ShepHyken

AUGUST 7, 2017

This particular article focuses on the Facebook Messenger chatbot and marketing. 4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. by Neal Dlin.

Article 61

Article Customer Service 2017 Social Media 61

ShepHyken

JULY 24, 2017

Of course, those three words are good, but there is so much more to great customer service than just being nice. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. But, it’s a great start.

Article 54

Article Customer Service 2017 Loyalty Programs 54

ShepHyken

DECEMBER 26, 2016

It is filled with nuggets of wisdom about how Disney designed their customer journey – and much more. Brian Solis: 2017 is the Year of Customer Experience (CX) Derek Handova. He’s too busy looking for the next opportunity to engage customers, employees and potential stakeholders. Follow on Twitter: @Hyken.

2016 83

2016 Article Chief Customer Officer Customer Service 83

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

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

Innovative CX

SEPTEMBER 5, 2019

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. What does all this have to do with improving the customer and employee experience in an organization? Align Behaviors. Include Everyone.

Culture 56

Culture 2017 2016 Engagement 56

ProProfs Chat

DECEMBER 23, 2019

The Edison Research found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017. Even though brands will continue to drive product innovation, but the customer will sit at the head of the table. Rely on customer feedback. Now, wouldn’t you call this a customer centric strategy ?

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Avaya

APRIL 27, 2017

But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo and Conference , we think you’ll be heading for what we like to call the second happiest place on earth. Each year, contact center executives gather for a few days of education on the latest innovations designed to ensure customers have a great experience.

Contact Center 54

Contact Center Demo Omnichannel Multi-Channel 54

Eptica

NOVEMBER 8, 2017

Date: Wednesday, November 8, 2017 How to make your organization truly customer centric. Published on: November 08, 2017. Author: Olivier Njamfa We all know that today it’s vital to put customers at the heart of your business. How do you become more customer centric?

Customer Centricity 96

Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

VDS

SEPTEMBER 17, 2020

As companies scrambled to drive efficiencies and cut costs, they adopted new ways to improve the experience for both the employee and the customer. There are many innovative ways to improve the experience for both your employees and customers. Your customers want issues resolved with as little effort as possible.

Virtual Agent 52

Virtual Agent Customer Service Contact Center Average Handle Time 52

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

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

ClientSuccess

AUGUST 30, 2018

As a customer success leader with over 30 years of experience in the technology industry, Carine brought her story of dedication, personalization, and resiliency to the CS100 Summit stage and discussed how an organization-wide culture of customer-focused success is key for innovative companies to thrive in today’s marketplace.

Presentation 40

Presentation Leadership Customer Success 2017 40

Storyminers

MAY 21, 2020

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 59

Culture Voice of Customer Fashion 2017 59

Customer Alignment

JUNE 28, 2017

In my talks with people who have direct experience of npower, it has been trying to move this wieldy organisation to be more customer focused but efforts are slow when there are so many layers of complexity. Utilities need to shift from being asset focused to customer focused organisations.”

Customer Experience 40

Customer Experience Airlines 2015 Innovation 40

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Pointillist

MAY 23, 2018

Identify and prioritize opportunities to improve the customer experience. Visualize a “future-state” customer experience to spur innovation. Communicate and align the organization around a customer-centric model. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journey 90

Customer Journey Customer Journey Mapping Touchpoint Multi-Channel 90

Circular Edge

MARCH 4, 2024

As a Platinum Partner of Quest Oracle Community, Circular Edge will showcase how Oracle JD Edwards customers have leveraged the latest tools and technologies to adopt code current and cloud strategies, improve user experiences and transform business processes during INFOCUS, which will be held August 20-22 in Denver, Colorado.

Apparel 40

Apparel E-support 2017 Innovation 40

CustomerSuccessBox

DECEMBER 6, 2021

He is a Customer Success executive with experience in building post-sale teams to reduce churn and increase growth at high-growth B2B SaaS scale-ups. Dave is a notable customer success expert, speaker, published author, and now a well-known expert in the area of customer-focused organizations. Dave Jackson. Rick Adams.

2022 52

2022 Customer Success 2021 Consulting 52

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Thanks to Nadia Cameron for a great interview! That costs money.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Oracle

JANUARY 13, 2020

Like years past , day 1 of the event was full of the hottest retail trends, technology, innovators, and predictions for the year to come. “Great partners bring complementary strengths,” said Gass, and where Amazon receives the benefit of easy returns for their customers, Kohl’s gets the foot traffic. Courtesy of NRF.

Retail 54

Retail 2020 Customer Experience Omnichannel 54

Customer Alignment

JANUARY 21, 2018

We have all seen a range of articles talking about predictions for Customer Experience in 2018. I have waited until the dust has settled from 2017 before giving my views on what might lie ahead this year. What is done with the data or customer ‘evidence’ is what matters or in reality it has no real value to an organisation.

2018 40

2018 Net Promoter Score NPS 2017 40

Storyminers

JULY 29, 2018

This post first appeared in CMO Australia in late 2017. Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 40

Culture Voice of Customer Fashion 2017 40

Horizon CX

MAY 14, 2018

Further investigating change management for a curriculum I’m developing, I ran into an interesting article in the November-December 2017 issue of Harvard Business Review written by N. Customer Focus (CX insights and integrated solutions). Innovation (ideas and new opportunities). Nimbleness (agility and simplification).

Leadership 40

Leadership 2017 Customer Focused Article 40

West Monroe

DECEMBER 21, 2021

Only then can they turn inconsistent, uncoordinated and transactional experiences into a purposefully designed, well-orchestrated, and customer-focused one. In 2017, these agencies paid more than $232 billion to MCOs. Some key actions include: Be digital. Procurement capabilities.

Healthcare 52

Healthcare Consumers Technology 2010 52

Lumoa

OCTOBER 31, 2018

Much of the improvement has been driven by advancements in product innovation and digital technology. HOWEVER, I also argue that despite that, too many consumers continue to endure ‘random’ or ‘unexpected’ experiences as a result of the inconsistent delivery of the end-to-end customer journey. CX is a tough business.

Customer Experience 60

Customer Experience Customer Centricity Culture 2018 60

SmartKarrot

JANUARY 5, 2021

Known as the Founding Director at Customer Success Leaders Institute and the CEO at The Customer.Co , Dave’s ideologies and work are ubiquitously respected. In the past two decades, he has not only advised several SaaS leaders on customer strategies but also founded and established customer-focused SaaS businesses.

Customer Success 21

Customer Success 2021 Chief Customer Officer Leadership 21

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

2017 83

2017 Article Net Promoter Score Customer Service 83

ShepHyken

DECEMBER 18, 2017

The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova. 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.

2017 79

2017 Article Customer Service Customer Journey Mapping 79

Circular Edge

JANUARY 24, 2018

It is this genuine care for one another that serves as our mission: to remain a positive, happy and flexible work environment made up of brilliant resources who strive to develop new skills while always delivering quality results and innovative solutions to our customers. INNOVATION. We are known for customer success.

Innovation 40

Innovation 2017 Customer Success Customers 40