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. What did we hear, what did we see?

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2017 2018 Chief Customer Officer NPS 45

ShepHyken

SEPTEMBER 11, 2017

A perfect way to open a discussion about some very important customer service topics. 12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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2017 Article Customer Service Customer Service Training 83

ShepHyken

MARCH 27, 2017

100 Call Center Management Tips: Expert Insights and Advice for Hiring and Training Call Center Agents, Motivating and Engaging Your Team, Workforce Management, Technology, the Metrics That Matter, and More by Robert Stanley. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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2017 Article Net Promoter Score Customer Service 83

ShepHyken

AUGUST 14, 2017

How to Justify the Importance of Customer Experience by Nitish Gautam. It’s not to build an excellent product using the latest innovative technologies. The answer lies in improving Customer Experience (CX). But just how important is customer experience for your organization? Follow on Twitter: @Hyken.

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2017 Article Customer Service Retail 82

ShepHyken

OCTOBER 16, 2017

They are with your customers every day, and they may know more about them that just about anyone else in your company. 91% of Top Companies Use AI to Boost Customer Service, Improve Branding by Alison DeNisco Rayome. Shep Hyken is a customer serv ice expert, professional speaker and New York Times bestselling business author.

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2017 Article Customer Service ROI 78

ShepHyken

OCTOBER 23, 2017

My Comment: Part of an amazing customer experience can be driven by technology. Why personalization is key for retail customer experiences by Jim Dicso. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The future is now! Follow on Twitter: @Hyken.

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2017 Article Customer Service Retail 74

ShepHyken

JANUARY 30, 2017

Digital Customers Less Loyal by Tanya Gazdik. Media Post) The digital economy has driven innovation and created new channels and profit centers, but organizations that look at technology to totally displace human interaction are misguided, according to a study. For information contact or www.hyken.com. Follow on Twitter: @Hyken.

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2017 Article Customer Service Airlines 82

ShepHyken

NOVEMBER 6, 2017

And the only way to get real feedback on what’s happening between the company and its customers is to invite the people who have day-to-day contact with the customers. Customer Experience Simplicity in Technology: How Quality & Design Impact the Bottom Line by Ricardo Saltz Gulko. Follow on Twitter: @Hyken.

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2017 Article Customer Service Customer Service Training 85

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. Technology NPS Benchmarks by CustomerGauge. 10 Insights from Customer Care Experts & Influencers by CGS. No doubt that CX is a very, very high priority!

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2017 Article Customer Service Net Promoter Score 65

ShepHyken

MARCH 6, 2017

How Artificial Intelligence is Transforming Enterprise Customer Service by Adelyn Zhou. Forbes) As AI technology matures, businesses are jumping to include artificial intelligence in their strategic investment roadmaps. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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2017 Article Customer Service Social Media 83

ShepHyken

MAY 1, 2017

My Comment: When an author tells me that I’m about to read an article that is going to give me a lesson (or three) from icons in the customer service world (such as Nordstrom and Zappos), I take notice, and you should, too. In-store shopping lives on, but technology will dramatically change what it looks like.

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2017 Article Customer Service Social Media 84

ShepHyken

MARCH 20, 2017

My Comment: Last week was SXSW (South By Southwest) and one of the technologies on “center stage” was Artificial Intelligence (AI), and how it will help improve the customer experience. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.

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2017 Article Customer Service Social Media 75

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. For information contact or www.hyken.com.

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2017 Article Customer Service Airlines 69

COPC

APRIL 6, 2018

This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels. Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics.

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Metrics Customer Focused Call Center Download 40

Strativity

MARCH 20, 2017

The world’s premier Customer Experience consultancy, Strativity Group, Inc., adds customer experience consultants, expanding offices into the Midwest and New England. NEW JERSEY, March 21, 2017 –Strativity Group, Inc., the world’s leading customer experience consultancy, announces the addition of Andrew McInnes and David J.

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2017 Customer Journey Mapping Automotive Consulting 40

ShepHyken

SEPTEMBER 25, 2017

According to Boston Consulting Group (BCG), B2B spending on Internet of Things (IoT) technologies, apps and solutions will reach $267B by 2020. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. One of the key growth drivers for the Internet of Things will be smart homes.

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2017 Article Customer Service Social Media 74

Customer Bliss

APRIL 12, 2019

In order to lead the customer-focused work, Monica explains that within her first 6 months on the job, she set up the initial work to be done in 3 stages. Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services.

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Customer Experience Chief Customer Officer 2017 Leadership 162

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. .”

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Airlines 2017 Metrics Social Media 152

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

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2016 Article Customer Service 2017 128

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Sit tight and enjoy the ride!

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Article Net Promoter Score 2017 Customer Service 53

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? So you can’t stand still.

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Customer Centricity Chief Customer Officer 2017 Competitive Advantage 96

LiveChat

AUGUST 3, 2018

They’re so efficient at targeting customers that there’s a separate Wikipedia page that talks about their advertising campaigns. It’s no wonder GEICO was voted the most trusted insurance brand in the US in 2017. Be where your customer is. Apple sold a million iPhones in just 74 days from launch.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28

ShepHyken

NOVEMBER 20, 2017

(Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . A customer service rep’s or salesperson’s memory, sometimes supported by data and technology, can be a competitive advantage. Great article.

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2017 Article Customer Service Competitive Advantage 38

Customer Guru

DECEMBER 13, 2017

Each year, a new wave of technological advancements is introduced to customers. Companies that are not using technology to connect and interact with their customers are becoming irrelevant for the consumer. had a budget of over £501k for investments in CX initiatives in 2017. Source: CX Networks.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119

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

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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Article Customer Service 2017 Loyalty Programs 53

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. So what is the secret?

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2017 Customer Centricity Sales Books 137

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

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Customers 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. A report from June 2017 ([link] by Forrester mentions that Redshift has over 5,000 deployments with plenty of success stories (link). by Sam Frampton. on 30 Aug 2018.

Technology 40

Technology Customer Experience Consulting Customers 40

VDS

SEPTEMBER 17, 2020

There are many innovative ways to improve the experience for both your employees and customers. Emerging technologies help companies reduce average handle time (AHT), increase customer satisfaction (CSAT), and increase profitability. When implemented, customers no longer need to answer questions to prove their identity.

Virtual Agent 52

Virtual Agent Customer Service Contact Center Average Handle Time 52

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. Customer Service Tip: Just Be Nice by George Aveling. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

2017 29

2017 Article Customer Service Loyalty Programs 29

ShepHyken

SEPTEMBER 28, 2020

Three main areas that include investing and/or using the right technology, having competent people, and building out the customer-focused culture. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. For information on The Customer Focus customer service training pr.

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2020 Article Customer Service Culture 79

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

ShepHyken

OCTOBER 30, 2017

The Most Important Voice In Customer Service by Murph Krajewski. Forbes) As a business owner or leader in a customer service organization, you can spend countless hours (and dollars) on refining your processes and technology. My Comment: Most would think that the most important voice in customer service is the customers.

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2017 Article Social Media Customer Service 24

ShepHyken

MARCH 9, 2020

Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. My Comment: In 2017 Gartner predicted that by 2020 the average person will have more conversations with bots than their spouse. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

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2020 Article Customer Service Books 130

ShepHyken

OCTOBER 18, 2021

When a customer is willing to share it, unsolicited or not, good or bad, accept it with great appreciation. However you get it, you must choose the right metrics, use the right technology, and more. You still want to measure the current behavior of the customer. It’s what happened “yesterday.” Follow on Twitter: @Hyken.

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Article 2021 Customer Service Airlines 90