ShepHyken

SEPTEMBER 18, 2017

Every employee – and that includes top executives – should experience what every customer experiences. 25 Reasons Why Hospitality People Are So Resilient by Rupesh Patel. My Comment: I have always believed that the best customer service people have a “hospitality mentality.” This is how it’s done!

2017 84

2017 Article Customer Service Hospitality 84

Customer Guru

MARCH 13, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. People and culture. The Seven Work Streams.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Bill Quiseng

MARCH 15, 2022

As I was writing my latest book, Built to Win , I wanted to be sure to incorporate the notion that it’s important to design a customer-centric culture because there are clear outcomes to doing so. Culture (and certainly not one that puts the customer at the center of the business) isn’t just fluff. It’s tangible.

Culture 103

Culture Customer Centricity Books Competitive Advantage 103

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

Customer Guru

FEBRUARY 15, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Hospitality 86

Hospitality Healthcare Insights Travel 86

Thematic

OCTOBER 30, 2024

Build an innovation culture Getting in tune with customers is key to staying relevant in the market and finding innovative ways to keep up with their changing needs. Hospitality and entertainment Like retail, the hospitality and entertainment sectors overwhelmingly operate in a customer-centric ecosystem.

Voice of Customer 62

Voice of Customer Insights E Commerce E-support 62

Joe Rawlinson

JULY 8, 2015

Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Live video is the perfect tool to make your site more hospitable. Kathryn Kearns is the editor of Customer Service Guru and a regular writer and researcher for various other sites.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

ShepHyken

APRIL 8, 2019

Steve’s background is in the hospitality business, and so much of what he shares in this article can apply to any business. The hospitality mentality applies to all. Customer Experience Mistakes That Can Ruin Your Business by Nate Vickery. A good service opportunity went bad.

Article 108

Article 2019 Customer Service Hotels 108

Customer Guru

AUGUST 21, 2018

John is an “Ex-Disney Guy” and Customer Experience Coach. He has been successful in showing businesses, teams and communities how to create a Disney-like experience and culture. He is a leading contributor to Tourism, Hospitality and Service Industries alike. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Michel Falcon Experience

OCTOBER 21, 2019

Take Amazon, for example, I’d bet that you didn’t know that their tagline and slogan for the company is to be “earth’s most customer-centric company.” This is a testament to their seamless customer experience that has us buying more and more every year. You Aren’t Hiring Customer-Centric People.

Customer Service 111

Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Customer Guru

MARCH 7, 2018

Read how Kanika built one of the most customer-centric Private Jet and Helicopter companies in India. Nienke Bloem – Customer Experience Consultant and Keynote Speaker. Nienke has done some serious work in transforming a big telecom company into a customer-centric organization. With a Ph.D.

E Commerce 113

E Commerce Fashion Customer Centricity E-support 113

Customer Bliss

APRIL 11, 2018

Jackie’s background in marketing, brand management and hospitality, taught her how important good service is. Her foray into the world of event management allowed her to think more deeply about when the customer experience for people actually begins. Immerse Yourself in the Culture. Be as collaborative as possible.

Customer Experience 135

Customer Experience Healthcare Events Hospitality 135

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]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Service Untitled

JULY 26, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Hospitals need better customer service to help patients Cheryl July 26, 2010 Angry Customers , Customer Satisfaction , Customer Service , Customer Service Experience 1 Comment An appendicitis attack landed my friend Linda in the hospital a few months ago.

Hospitality 41

Hospitality Blog 2010 Customer Service Representative 41

Customer Guru

JANUARY 30, 2018

We hope to inspire and guide more professionals in adopting and inculcating a customer-centric approach in their organizations. Mr. Verma has an experience of 17 years in the Marketing domain across multiple industries such as entertainment, hospitality, and retail.

Brands 95

Brands Customer Experience Marketing Entertainment 95

Kayako

MAY 30, 2017

Get inspired to create a customer-centric business and improve your customer interactions by watching these popular motivational customer service videos on YouTube. Videos to motivate a customer-centric business. What if customers become friends? Creating guest evangelists through customer service.

Loyalty Programs 79

Loyalty Programs E-support Loyalty Rewards Programs 79

Customer Bliss

NOVEMBER 23, 2018

Eric’s responsibility is to reshape and redefine the employee culture, and with a front line of about 30,000 people worldwide, that’s a large undertaking. How do you build the right onboarding process that’s built around your core values and that customer centricity? How did he handle this?

Employee Experience 143

Employee Experience Chief Customer Officer Loyalty Programs Loyalty 143

SurveySensum

SEPTEMBER 25, 2024

Perhaps its greatest innovation is the T-Mobile Tuesdays app that always offers customers bonuses, special offers, discounts, and free stuff to make the customers feel special. Impact: T-Mobile’s CX and customer-centric innovations have earned it top honors in J.D. Power’s 2024 U.S. Department of Commerce.

Customer Centricity 52

Customer Centricity Customer Service 2024 Airlines 52

Thematic

APRIL 3, 2025

Hospitals and insurance providers are applying AI-driven tools to understand pain points in patient journeys, manage medical data more efficiently, and even predict readmission risks. One case in point is the deployment of a text analytics platform at University College London Hospitals. Finally, there's a growing skills gap.

Marketing 62

Marketing 2030 E Commerce Social Media 62

InMoment XI

JULY 1, 2024

This allows healthcare organizations to proactively manage patient outcomes, allocate resources more efficiently, and implement targeted interventions that reduce hospital stays and associated costs. Foster a Data-Driven Culture For predictive analytics to be truly effective, it must be embraced across the organization.

Social Media 195

Social Media Healthcare Retail Insights 195

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He uses company?culture

Culture 75

Culture Hospitality Leadership Customer Centricity 75

Bold360

JANUARY 19, 2017

We’ve compiled a list of the top 20 thought leaders in customer experience, all of whom have their finger on the pulse of customer service, and are must-follows for keeping your CX current, successful and profitable, too. Founder and President of CustomerBliss, Jeanne Bliss is one of the foremost experts on customer-centric leadership.

2017 91

2017 Customer Experience Books Consulting 91

ShepHyken

APRIL 12, 2019

For example, Macy’s hired 1,500 employees at customer service call centers and countless more for sales floors across the country, while Target doubled its team dedicated to in-store pickups and curbside services. However, these employees also present unique challenges to delivering exceptional customer experiences.

Blog 114

Blog Customer Service Tourism Retail 114

Michel Falcon Experience

APRIL 7, 2020

They must be just as customer-centric as your cashier or receptionist. Long before my book, People-First Culture: Build a Lasting Business By Shifting Your Focus From Profits to People , was released I’ve been advocating that we can’t deliver the exact same experiences to every single customer.

Customer Service 88

Customer Service Customer Experience Net Promoter Score Hospitality 88

ShepHyken

DECEMBER 5, 2022

Hospitality Net) We are officially on the eve of a new year, already moving through the holiday season at the signature blink-and-you-might-miss-it pace that is seemingly synonymous with this time of year. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

2022 75

2022 Article Customer Service Hospitality 75

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. That’s incredible, Raj. Thanks for sharing that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

ShepHyken

DECEMBER 4, 2020

But it is much more powerful to get that same person to say, “I approve the 5-year investment of $20M in our customer experience roadmap that includes our digital experience transformation, contact center refresh, and hospitality training of all our frontline employees.”. I created a high-level customer experience roadmap for you.

Roadmap 114

Roadmap Customer Experience Airlines Travel 114

Michel Falcon Experience

JANUARY 10, 2019

The five customer service training skills I’m going to share with you are ones that my management teams are currently training my employees with. But, what I’m going to share with you is how to identify if your prospective employees have this customer service skill BEFORE you hire them. Do all of them get put into action?

2019 151

2019 Customer Service Workshop Wireless 151

Steve DiGioia

DECEMBER 5, 2016

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. is going out of cultural alignment. Constant reinforcement of the importance of customer service is key to sustaining the culture. Micah Solomon.

Culture 105

Culture Metrics Hotels Customer Centricity 105

Michel Falcon Experience

MARCH 20, 2019

If you’re having trouble providing a great customer experience, your organization may have members that aren’t a culture fit. In this video, I’m going to share my ironclad interview process which has helped my company deliver a legendary customer experience. My industry is hospitality.

Customer Experience 60

Customer Experience Hospitality Customer Centricity Workshop 60

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. Many businesses look to hire cheap resources and train them to fit certain customer centric roles.

Customer Experience 85

Customer Experience E Commerce Hospitality E-support 85

Kustomer

AUGUST 26, 2022

Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. Hyken brings together leading professionals and customer experience experts who offer tangible tips and insights specifically to take your business to the next level of success. Amazing Business Radio.

Customer Experience 95

Customer Experience Chief Customer Officer Competitive Advantage 2014 95

ijgolding

JULY 1, 2015

I know of many who have both visited and lived in South Africa and so was excited to finally be able to see how a land I have never been to approaches Customer Experience. It sounds so normal – yet so rare in day to day experiences other than in the hospitality industry. ’ Why was I surprised? There was more to come though.

Customer Experience 101

Customer Experience Travel Retail 2012 101

Magellan Solutions

MARCH 16, 2017

The Filipinos’ Business English skills actually bested other native English-speaking citizens’ in 2012. World-class hospitality and customer service. Another admirable quality that Filipinos possess is their customer service skills. Filipinos grew up immersed in the Western culture, from sitcoms to music to fashion.

Call Center 53

Call Center 2012 Government Fashion 53

ShepHyken

MAY 28, 2023

All seemed well until Google started expanding this product internationally and Americans took their high expectations to far-flung parts of the world, not realizing just how different cultures can be from their own. My Comment: How do you improve the ratings your customers give you? I refer to this as a hospitality mentality.

2023 66

2023 Article Customer Service Books 66

SurveySensum

DECEMBER 18, 2024

Compare With the Regional Average If you are a global business, by now it would have been evident how regional differences and cultural values affect consumer decisions. To cite an example, US customers are willing to pay a premium price for high-end trending products. The same attitude spills over to NPS survey responses as well.

Net Promoter Score 52

Net Promoter Score NPS Insurance Metrics 52