Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Essentially, it recommends building a service culture based on 5 key principles: 1). That is a big cultural shift for many organizations. Published on: February 22, 2017. But how do you achieve this? Implementation and testing V.

Culture 55

Culture Customer Focused 2017 Effort Score 55

Alida

DECEMBER 1, 2016

Establishing a customer-centric culture. You can’t implement an effective fintech ecosystem without the right culture in place. Many of the most successful fintech companies are ahead because they’ve uncovered insight about financial services customers. By fostering a customer-centric culture.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Higher retention rates and lower customer churn.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

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

ShepHyken

JUNE 7, 2021

The Secret Ingredients of a CX-Led Company Culture by Steven van Belleghem. CMO from IDG) Customer experience simply does not live in a void controlled by the marketing teams. Here, he shares an article focused on culture. Being Customer-centric Starts With A Top-Notch Employee Experiencestanley by Stanley Huang.

Article 141

Article 2021 Customer Service Loyalty Programs 141

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. Consumer Reports) Public rants may not get the results you want.

2021 153

2021 Article Customer Service Social Media 153

Maz Iqbal

DECEMBER 18, 2014

It would provide the impetus to do better: to focus on creating superior value for customers – including providing a better Customer Experience. Is it enough to ‘force’ the incumbents to pay attention to customers and do right by customers: focus on providing superior value for customers?

Customer Experience 103

Customer Experience Government 2006 2003 103

CSM Magazine

NOVEMBER 15, 2024

Think of a slogan as a brand’s calling card – a chance to showcase its unique voice, impress customers, and establish a connection that’ll last long after the first impression fades. The right slogan resonates with both staff and consumers, setting the tone for a positive and fruitful relationship.

Customer Service 52

Customer Service Social Media Culture Innovation 52

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. It’s about customers having trouble logging into a website. Here are seven ways to do it.

Article 156

Article 2021 Customer Service Loyalty Programs 156

ShepHyken

AUGUST 8, 2022

Start with creating the right culture, in this case, a “customer-first” culture. And you’ll probably notice many of the other ideas tie into employees and culture. It’s no coincidence that if you want to create a customer experience, it starts on the inside with the culture and employees.

Article 24

Article 2022 Customer Service Culture 24

Customer Bliss

JULY 26, 2016

With more than 15 years of experience, Cacchillo brings a wealth of experience, best-practice knowledge and a proven track record of success around improving the customer experience. You need to move from widgets, spreadsheets, numbers, and KPIs to a “why” culture — and one centered around stories.

Customer Journey Mapping 146

Customer Journey Mapping Customer Experience Chief Customer Officer Culture 146

Thematic

MARCH 30, 2025

Did you know that over 50% of consumers will switch to a competitor after a single unsatisfactory customer experience? A customer feedback loop helps in preventing this from happening. It’s the continuous process of collecting, analyzing, and acting on customer feedback to enhance satisfaction and drive business growth.

Feedback 62

Feedback Customer Centricity Culture Customers 62

InMoment XI

MARCH 6, 2024

In the spirit of helping teams adopt an integrated CX approach, we gathered some of the best quotes on customer experience: what it means, how rewarding it can be for brands, what it involves, and how to plan strategically. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

ShepHyken

MARCH 25, 2019

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory. Survey: Customer experience trends 2019 by Lynne Capozzi.

2019 114

2019 Article Customer Service Competitive Advantage 114

ShepHyken

SEPTEMBER 26, 2016

Make a Mouse: The Power of a Culture of Customer Experience Excellence by Joseph Michelli. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Are you serving your customers or smothering them?

2016 123

2016 Article Customer Journey Mapping Customer Service 123

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

ShepHyken

MARCH 10, 2024

5 Straightforward Ways Small Business Owners Can Create a Stellar Customer-Focused Culture by Steven Van Belleghem (America’s Small Business Network) Embarking on a journey to craft a customer-focused culture within a small business landscape isn’t just about adhering to the norms—it’s about redefining them.

Article 85

Article Customer Service 2024 Airlines 85

Beyond Philosophy

SEPTEMBER 17, 2015

About how we wanted his partners (retail employees) to treat Customers he said: “ Today’s financial market volatility, combined with great political uncertainty both at home and abroad, will undoubtedly have an effect on consumer confidence and perhaps even our customers’ attitudes and behavior.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

Bill Quiseng

MARCH 7, 2016

While I set out to accomplish a task on my terms and the way I needed to do it, I discovered that some of the best companies just do not have the people or processes in place to adequately service customers in nontraditional ways. Power, 67% of consumers have used a company’s social media channel for their customer service needs.

Social Media 115

Social Media Customer Service Brands 2011 115

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. .

Customer Success 115

Customer Success 2022 Culture 2021 115

ShepHyken

JULY 4, 2016

Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. How Employee Culture Impacts Customer Experience by Eric Berridge. My Comment: What’s happening on the inside of an organization is felt on the outside by the customers. This article proves that point.

2016 81

2016 Article Customer Service Culture 81

ShepHyken

SEPTEMBER 30, 2020

If you have been following my work, you know my belief is that customer service is not a department—it’s a philosophy that is part of an organization’s culture and is everyone’s responsibility. Every employee has an impact on the customer service and the customer experience an organization provides.

Customer Service 131

Customer Service Poor Customer Service Customer Service Representative Customers 131

ShepHyken

OCTOBER 1, 2018

Three Practical Methods To Boost Consumer Experience Marketing by Yan Zhang. Forbes) Over the years, we have explored various ways that companies can break down some of the challenges regarding the overall consumer experience into smaller issues. Infographic: How Customer Service is Evolving in 2018 by Karishma Urs.

2018 19

2018 Article Customer Service Employee Experience 19

ShepHyken

NOVEMBER 25, 2019

And, if you look at the younger consumers, aged 18-34, that number jumps to 66%. Great brands are teaching all customers what it is like to receive great customer service, and customers now expect – if not demand – that from all the companies they do business with. Follow on Twitter: @Hyken.

Article 94

Article 2019 Customer Service Culture 94

ShepHyken

MARCH 18, 2019

1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. MarTech Advisor) We list 10 customer experience (CX) tips that will establish customer centricity as the core philosophy of your organization and help create a customer-focused environment across your company. Follow on Twitter: @Hyken.

2019 91

2019 Article Net Promoter Score Customer Service 91

Tricia Morris

JULY 23, 2015

Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. consumers say customer service is important in their choice of and/or loyalty to brands.

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Steve DiGioia

DECEMBER 5, 2016

As some companies grow, they purposely change their shift from customer focused to bottom line focused. For those that are interested in staying focused on the customer, it is more important than ever to hire the right people that fit the customer focused culture. Keep focused on the people.

Culture 105

Culture Metrics Hotels Customer Centricity 105

Beyond Philosophy

SEPTEMBER 13, 2016

Saying that today’s consumers and employees are ‘savvy’ is only scratching the surface of their awareness, sophistication, and levels of discrimination in identifying what is real and what is fake. Based on broad WOM program experience with b2b and b2c clients around the world, I’ve developed four general ‘rules’ for accomplishing this: 1.

Social Media 136

Social Media White Paper Multi-Channel B2C 136

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 81

2020 Article Customer Service Culture 81

Integrity Solutions

SEPTEMBER 28, 2023

At the end of the day, customers value organizations for not just the products they provide but the service they receive throughout the customer journey. Customers expect to have their needs and opportunities looked out for. Creating a culture of service in your organization requires a shift in both skillset and mindset.

Customer Service Training 106

Customer Service Training Customer Service Contact Center Culture 106

Tricia Morris

OCTOBER 22, 2015

Employee self-service knowledge benefits brands and organizations where a company culture initiative or change is underway. Successfully creating or changing a culture, especially around customer experience or new branding, requires top-down adoption. Customer Service.

White Paper 104

White Paper 2015 Culture 2014 104

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 122

Chief Customer Officer Customer Centricity Call Center 2004 122

ProProfs Chat

MARCH 1, 2019

The classic example of customer-centric behavior is Jeff Bezos representing the customer in his e-staff meetings using an empty chair as the symbol. To be customer-centric, businesses must make a culture shift, a mindset shift, and a behavioral shift. They should decide to do things with the customer in mind always.

Customer Experience 98

Customer Experience Customer Centricity E-support Culture 98

Kayako

NOVEMBER 21, 2018

When you think about businesses that are known for providing extraordinary customer service like Zappos, Amazon or Chick-Fil-A, they share a common trait. They’re obsessed with their customers. How do you build a customer-oriented culture? Make everyone interact with customers. And it has paid off big time.

Culture 48

Culture Banking Customer Service Customers 48

InMoment XI

OCTOBER 4, 2024

The right tools will offer features like real-time feedback collection, omnichannel support, and sentiment analysis to help you make data-driven decisions on enhancing customer experience. Encourage a customer-centric culture. Customer-centric companies are also 60% more profitable than their competitors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

ShepHyken

SEPTEMBER 3, 2018

Three Revenue-Generating Rules for Creating a Client-Centric Culture of Service by Carrie Hansen. My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. Here’s Why.

Article 79

Article 2018 Customer Service Hospitality 79

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. companies alone each year due to poor customer service. Let’s face it. It’s a challenging role.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104