Customer Guru

MARCH 13, 2018

Nadgir has shared with us several tips that would help organizations in overcoming the challenges that they face in bringing about a customer-centric cultural change. He also talks about the need to leverage customer reviews in order to bring about this change in an organization. We would be more than happy to help.

Customer Centricity 71

Customer Centricity Culture NPS B2C 71

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. but it’s worth it.

Article 103

Article 2019 Customer Service Hotels 103

ShepHyken

NOVEMBER 8, 2021

Bob Phibbs The Retail Doctor) While much has been made of the Great Resignation in retail, hospitality, and other service jobs – and it is serious – retail frontline workers often get some of the oddest and funniest requests. Here are 100 of the strangest things retailers have been asked by customers. by Bob Phibbs.

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Article 2021 Customer Service Retail 93

Kustomer

AUGUST 26, 2022

Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. The Chief Customer Officer Human Duct Tape Show. Experience This!

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Customer Experience Chief Customer Officer Competitive Advantage 2014 105

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?” What are the qualities of a customer-focused employee?

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Workshop 2011 2012 Leadership 81

ShepHyken

JUNE 6, 2022

They could grow 10x faster, however, their obsession with their operational excellence, customer experience, and internal culture will not allow them to compromise any of those for more units and higher sales. My Comment: John DiJulius is one of the smartest customer service/CX experts on the planet. I love his articles.

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Article 2022 Customer Service Loyalty Programs 68

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. The standard level of customer service at most modern companies is reactive. [Originally published in Forbes.com.

Leadership 68

Leadership Customer Service Seminar Hospitality 68

Customer Bliss

AUGUST 4, 2015

Knowing the strength and pull of the power core will: Uncover the hot spots and potholes for driving a customer profitability culture. Product Power Core Resources and success metrics center on product development, not necessarily on customer focus. This is sometimes seen in hospitality or in the distribution businesses.

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Hospitality Insurance Leadership Sales 198

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. Rod Butcher Follow @rodbutcher.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Bliss

JULY 6, 2018

“An actionable, smart, and fun book everyone in hospitality should read. The Make Mom Standard for How to Treat Your Customers has been on sale for a little less than a month now, and I’m immensely grateful for all of the positive reviews it’s received. What Does a Great CXM Culture Look Like?

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Books Hospitality Hotels Article 100

Pink Guava

AUGUST 29, 2018

Top management alignment/greater focus for Customer Experience Strategy Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success.

Customer Experience Management 40

Customer Experience Management 2018 Customer Experience Management 40

Micah Solomon

OCTOBER 26, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Customer service transformation isn’t easy, but it’s one of the most effective ways to improve business performance.

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Customer Service Hospitality Customer Service Training Consulting 49

ShepHyken

NOVEMBER 26, 2018

Do customers really want to take your survey? To Improve Customer Experience, Start With Morale, Not Technology, Feds Say by Tom Shoop. Nextgov) Cultural factors, such as empowerment of staff, given greater weight than upgraded IT and bigger budgets. Here are a few ideas on how to retain those happy customers.

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Article 2018 Customer Service Airlines 83

ShepHyken

APRIL 27, 2020

“Giving back” is part of the customer experience. And, that’s exactly what restaurateur Danny Meyer, CEO of Union Square Hospitality and founder of Shake Shack, did when the company gave back $10 million to the government after receiving the funds as part of the PPP stimulus package. Follow on Twitter: @Hyken.

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2020 Article Customer Service Government 84

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. This approach goes beyond mere salesmanship, focusing on service by enhancing the user experience and keeping subscribers engaged.

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Customer Centricity Automotive E Commerce Fashion 52

Customer Bliss

SEPTEMBER 27, 2016

Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. Jennifer is Chief Customer Officer at Gaffey Healthcare. It’s been awesome! This week: another great one.

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Healthcare Chief Customer Officer Hospitality Leadership 141

ShepHyken

SEPTEMBER 12, 2018

There are many excellent customer service tips from a veteran in the hospitality business. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

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Hospitality Customer Service Training Customers Customer Service 130

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. Employee golden rule – Do unto your employees as you want done unto the customer” – Shep Hyken.

Customer Experience 67

Customer Experience E Commerce Hospitality E-support 67

ShepHyken

AUGUST 8, 2022

Customer retention statistics show that 65% of a company’s business comes from its existing customer base. My Comment: While this article focuses on fast-casual restaurants, just about any business can incorporate these ideas. I’ve always preached the hospitality mentality. Follow on Twitter: @Hyken.

Article 24

Article 2022 Customer Service Culture 24

ShepHyken

SEPTEMBER 5, 2016

5 Hospitality Customer Service Habits – Warm & Welcoming by Rupesh Patel. LinkedIn) In this article, I share five ways you and your hospitality team can offer more memorable welcomes, that your guests will love (and what to avoid saying). Ease of doing business is a competitive advantage. Follow on Twitter: @Hyken .

2016 0

2016 Article Customer Service Hospitality 0

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.

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Culture Metrics Workshop Hotels 105

ShepHyken

AUGUST 11, 2017

In a recent letter to shareholders that went viral, Amazon CEO Jeff Bezos talked about customer obsession and its criticality to remaining a Day 1 company. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality,”* said Bezos. Customer obsessed companies are the future. Stories move people.

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Blog Net Promoter Score Customer Centricity Feedback 94

ShepHyken

AUGUST 28, 2018

Why (and How) to Put Your Customers at the Center of Your Decisions. Shep Hyken sits down with his close friend, colleague and customer service expert Buddy Rice. They discussed how he helped Delta Airlines with their customer service culture, what customers are really looking for, and the RATER service quality model. ? ?.

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Airlines Leadership Presentation Culture 69

Middlesex Consulting

DECEMBER 27, 2015

However for these services to be enduring and profitable, they must also develop and even change their people as they evolve to a services centric culture. More and more they are taking on an operating responsibility for that equipment within the hospitals to which they are working as a strategic business partner.

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Culture Technology Brands Brand Values 60

BirdEye

NOVEMBER 8, 2023

Current and former employees can anonymously review companies and share insights about company culture, salaries, and the work environment. Businesses listed on Glassdoor can manage their employer reputation, attract top talent, and showcase a positive work culture.

Travel 57

Travel Hotels Social Media Healthcare 57

Help Scout

MAY 21, 2019

They help us to achieve clarity around our brand, enabling us to craft messages that can speak to customers in the language that makes sense to them. A value proposition is all about being customer-focused and putting yourself in their shoes. What is a value proposition? Airbnb: belong anywhere.

Hotels 40

Hotels Hospitality Travel Touchpoint 40

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].

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2020 Customer Experience Magazine Consulting 132

ShepHyken

OCTOBER 23, 2019

Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken. Copyright © MMXIX, Shep Hyken).

Hotels 102

Hotels Customer Service Training Customer Service Information 102

ShepHyken

SEPTEMBER 13, 2017

Shep Hyken is a customer service expert, keynote speaker and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post Simple Words and Phrases Can Enhance the Customer’s Experience appeared first on Shep Hyken.

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Customer Service Training Reference Communication Customer Service 95

ShepHyken

MARCH 8, 2021

(Forbes) 16 members of Forbes Coaches Council shared their best tips for business owners to start improving customer satisfaction with happier employees. My Comment: The beginning of a good customer service and experience strategy starts on the inside with the company’s culture. pandemic). (The Follow on Twitter: @Hyken.

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2021 Article Customer Service Airlines 141

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin. Leslie O’Flahavan.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

You won’t find Hilary on too many “Customer Service Thought Leaders” lists, but she has one of the most extensive articles on customer service you’ll find on the internet. Jeff Toister is an author, consultant, and trainer who helps companies get their employees obsessed with customer service. Jeremy Watkin. Leslie O’Flahavan.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

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

Kustomer

MAY 26, 2020

Like CULTure, culture. When I was approached by Wiley a dozen plus years ago to write this book, I had the idea that would be called “The Customer Focus,” which is after my training programs. We would like you to consider, “The Cult of the Customer.” Shep Hyken: (04:56). Yep I know Russell.

Books 52

Books Customers Definition Customer Service 52

Michel Falcon Experience

OCTOBER 21, 2019

To truly be customer-focused, every single person in your company must be devoted to delivering an amazing experience. If you’re growing too fast without a customer-centric strategy to support this growth, then the seams of your company will start to unravel. Take my industry, hospitality, as an example. Are they humble?

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Customer Service Customer Journey Mapping Customer Centricity Advertising 111

Experience Investigators by 360Connext

JULY 16, 2019

One day of customer experience discussion does not make a customer-focused company. How often do you discuss customer experience strategy in your regular communications to employees? Your employees need to hear about your customer experience mission in ways that relate to them and their everyday lives.

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Customer Experience 2019 Guest Experience Hospitality 110

Customer Guru

DECEMBER 13, 2017

Referring to the CX Network research cited above, it confirms that building a customer-first culture, linking CX initiatives to ROI, and understanding the customer are the top three challenges faced by companies in 2017. Depending on the kind of business, some departments might have zero interaction with the end customer.

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Customer Experience 2017 Chief Customer Officer Customer Centricity 119