CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset. Listen Now!

Travel 240

Travel Customer Service Training Books Culture 240

ShepHyken

OCTOBER 26, 2016

Here is an idea that just about any organization can do – write a book. But, not just any book. A customer service book, written by your employees, featuring great customer service experiences, for both internal customers and external customers. You can even make the book available to the public.

Books 131

Books Customer Service Customer Service Training Culture 131

TechSee

JUNE 16, 2022

In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Brian Cantor, Managing Director, Digital at Customer Management Practice. Brian is the Managing Director of Customer Management Practice Digital and founder, president, editor-in-chief at Headline Planet. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

APRIL 6, 2017

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply because they focus like crazy on their customers. We can ALL do this.

Culture 88

Culture Books Events Customer Experience Professionals 88

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Culture Automotive 195

ShepHyken

APRIL 11, 2018

His plea was, “We are so NOT customer-focused, and we need to be!” He then shared what may be one of the most crystal-clear examples of the difference between a company that is customer focused and one that isn’t. I could write a small book about that discussion. A potential client called for help.

Customer Focused 106

Customer Focused Touchpoint Banking Culture 106

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Books 88

Books Customer Experience Chief Customer Officer Customer Experience Management 88

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. Hiring Customer-Ready Employees.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Customers Rock!

MAY 5, 2011

I am so excited to share the news with all of you that I have a book coming out in July! And it is thanks to you, my faithful Customers Rock! The book is called The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers , being published by John Wiley & Sons.

Books 79

Books Social Media 2006 Blog 79

ShepHyken

SEPTEMBER 6, 2017

In other words, you can’t – and shouldn’t – judge a book by its cover. Unless they prove otherwise, customers should be treated like… customers. Don’t make the mistake of judging a book by its cover. Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author.

Books 0

Books Hotels Customer Service Training Sales 0

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Magazine Return on Investment Culture 182

Experience Investigators by 360Connext

AUGUST 20, 2024

The importance of customer experience has rarely come up in conversations about product development, marketing, or project management. After a while, it’s easy for Sam to think a culture focused on customer experience was an aspirational idea at best. Develop a “customer room” either in-person or virtually.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Woo, Wow and Win , a recent book by Thomas Stewart and Patricia O’Connell gives some useful tips on where to start. Essentially, it recommends building a service culture based on 5 key principles: 1). Monitoring VI.

Culture 55

Culture Customer Focused 2017 Effort Score 55

Customer Bliss

FEBRUARY 23, 2016

Everything, of course, is through the lens of total customer focus. Head of Customer Experience Trait No. ’ You are basically the facilitator for uniting the organization to see things differently and act differently to deliver a one-company customer experience. ” Head of Customer Experience Trait No.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Sometimes organizations do the same for customers.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

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. This article focuses on how the EX impacts the CX. Here are seven ways to do it.

Article 156

Article 2021 Customer Service Loyalty Programs 156

Beyond Philosophy

NOVEMBER 29, 2019

When I thought about how I recognized it, I found that organizations that did not commit to customers had some shared company culture cues that indicated where their focus was. The ideas behind this discovery later became my second book, Revolutionize Your Customer Experience.

Customer Centricity 142

Customer Centricity Books Consulting Culture 142

Beyond Philosophy

OCTOBER 31, 2016

On Tuesday night, he apologized to his employees, acknowledging that the scandal not only hurt customers, but employees as well. Fixing a Broken Culture. Sloan admitted that the bank will hire ‘outside culture experts’ to help them figure out where they went wrong. As an outside culture expert, I say, ‘Good move’.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Customer Bliss

NOVEMBER 29, 2018

How do you make health care more personal and customer-focused? This is a topic that comes up in my interview with Antoinette Taranto , Chief Customer Officer at The Colorado Department of Health Care Policy and Financing. Lean into Your Customers. How do you do this and engage customers as a healthcare provider?

Chief Customer Officer 195

Chief Customer Officer Engagement Call Center Leadership 195

CloudCherry

AUGUST 22, 2019

Shep Hyken- acclaimed author, speaker, CX Expert, and this week’s ‘Sweets of CX’ guest- discusses his latest book, ‘The Convenience Revolution’. He is also the creator of The Customer Focus , a customer service training program which helps clients develop a customer service culture and loyalty mindset.

Travel 150

Travel Customer Service Training Books Culture 150

ShepHyken

AUGUST 7, 2019

He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Hsieh said, “Get the culture right, and we’ll deliver the customer experience we want our customers to have.”. The focus on culture is really a focus on people.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

One Millimeter Mindset

OCTOBER 24, 2018

Does our organization engage in a couch potato storytelling culture? A couch potato storytelling culture is self-focused. There are a number of new books out, currently, which discuss how our organization’s stories make our products and services (not even our people) the heroines of the day. We know the plot.

Culture 71

Culture Workshop Leadership Books 71

ShepHyken

APRIL 6, 2021

“Advertising helps set the customer’s expectation on the promises that brands are willing to deliver.” . Brands need to take deliberate action s to e nsure they’re keeping their promises to their customers. ” . “ Jeff Toister is a n author, consultant, and trainer who helps companies develop customer-focused cultures.

Advertising 155

Advertising Consulting Definition Brands 155

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Beyond Philosophy

FEBRUARY 10, 2016

When Rafat Ali, CEO and Founder of Skift, went to book a trip one morning, he was prepared. He knew he needed patience and perseverance to book travel online. Hateselling announces there is a problem with your Customer Experience. Your Customer Experience reflects your company culture.

Travel 104

Travel Books Hotels Culture 104

ShepHyken

MARCH 4, 2020

If you’re reading this article the week it’s posted, then this is a sneak preview of a few of my favorite quotes from the book. Even if it’s after the book comes out, it’s not too late to “join” the Cult of the Customer—the cult you want to belong to! What can you do to amaze your customers and get them in the Cult of Amazement?

Books 168

Books Loyalty Customer Service Training Customers 168

One Millimeter Mindset

NOVEMBER 28, 2018

Are competing customer retention cultures crippling your organization or association? First, competing customer retention cultures are sustained within traditional departmental silos and business models. And while organizations talk the talk about being customer-focused, walking the walk falls short.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

ShepHyken

MARCH 5, 2019

Aligning Your Organization to a Company-wide Culture. They discuss Schulze’s new book, Excellence Wins , and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence. What’s the best way to satisfy my customers? How can I define my company’s culture?

Hotels 100

Hotels Culture Customer Focused Books 100

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Beyond Philosophy

NOVEMBER 27, 2017

There are nine orientation areas that we use to determine a company’s customer centricity level. Customer Strategy. Culture & Leadership. Most companies do not devote the same resources to customer interaction. They define their culture. They include: People. Measurement. Channel Approach. Expectations.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

ShepHyken

AUGUST 9, 2021

10 Simple Steps Toward Delivering a More Convenient Customer Experience by Rolling Stone Culture Council. 10 Rolling Stone Culture Council members each shared one thing leaders can do to maximize convenience and create more happy customers. I even wrote an entire book devoted to this topic, The Convenience Revolution.

2021 153

2021 Article Customer Service Social Media 153

Customer Bliss

APRIL 5, 2016

When working with companies on developing customer-focused growth cultures, I often get asked about this idea of a company core values list. If you get to this stage, you’re doing a good job — and you will be well-positioned to build a customer-focused growth engine.

Document 217

Document Leadership Culture Books 217

Beyond Philosophy

JUNE 26, 2015

Many companies aren’t convinced putting the Customer first is the right thing to do. With many clients we consult, a senior manager asks for a business case showing numbers to justify having more of a Customer focus before they go down that track. It was the beginning of their Customer-centric culture.

Net Promoter Score 151

Net Promoter Score Customer Centricity Culture Webinar 151

ShepHyken

DECEMBER 26, 2018

That quote comes from Simon Sinek, author of the book, Start with Why. This quote makes me think about the different reasons behind why a customer chooses to do business with a company. The culture: This is the kind of organization you want to be affiliated with. “People don’t buy what you do; they buy why you do it.”

Culture 134

Culture Customer Service Training Books Customers 134

ShepHyken

MARCH 11, 2020

The smartest person in the world may not end up being a good cultural fit for a company. This explained the company culture and expectations of Disney employees, also known as cast members. The point is that Disney establishes upfront that learning about the company culture is a priority for new applicants. There’s a difference.

Employee Experience 139

Employee Experience Culture Customer Service Training Books 139