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

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

JULY 25, 2018

Customer service and customer experience (CX) have become as hot of topics as any in business. It’s become a customer expectation. Don’t deliver on the CX and the customer will find someone – or some company – that does. And, even if it is different, do our customers care? Follow on Twitter: @Hyken.

Employee Experience 91

Employee Experience Customer Experience Workshop Customer Service Training 91

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 100 Of The Most Customer-Centric Companies by Blake Morgan.

2019 118

2019 Article Customer Service Social Media 118

Win the Customer

MARCH 4, 2014

Customer service quality is a manifestation of your customer care and the degree of your customer focus. The degree to which you go to serve your customers shows the true essence of the existence of your organization. Customer Experience Customer Service Thoughts'

Customer Service 121

Customer Service Customer Care Customers Customer Focused 121

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. That same agreement, however, is often lacking when it comes to company’s vision of customer experience.

2016 128

2016 Article Customer Service 2017 128

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. That’s marketing!

2019 119

2019 Article Customer Service Social Media 119

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. If you want to lose customers, then practice what this author tells you not to do.

2016 120

2016 Article Customer Service Government 120

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 132

Technology Touchpoint Workshop Books 132

Think Customers

APRIL 14, 2015

One of the biggest challenges that sales, marketing, and customer care leaders continue to encounter is their inability to gain a truly comprehensive view of their customers.

Connections 83

Connections Social Media Contact Center Customer Centricity 83

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. My Comment: This is a great report about trends related to the “in-store” customer experience.

2021 26

2021 Article Customer Service Net Promoter Score 26

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. 3 Strategies for Humanizing the Digital Customer Experience by Vibhas Ratanjee and Teresa Tschida.

2019 108

2019 Article Customer Service Customer Relationship Management 108

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience Net Promoter Score B2B Leadership 119

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is.

2019 100

2019 Article Social Media Customer Service 100

ShepHyken

OCTOBER 22, 2018

Each week I read a number of customer service and customer experience articles from various resources. Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Here are my top five picks from last week.

Article 22

Article 2018 Customer Service Consulting 22

SaleMove

MARCH 12, 2021

How to Avoid the Severe Fate of Complacency – and Continuously Improve your Customer Experience. In today’s consumer-driven world where the overall experience is a top differentiator, customer care organizations are now at the forefront of innovation. The key is in assessing the right technology among the pack. .

Contact Center 97

Contact Center Customer Care Innovation Technology 97

ShepHyken

NOVEMBER 21, 2016

In a perfect world, if you did you would have a wonderful experience. But, we don’t live in a perfect world – and sometimes that experience will be a revelation of flaws with the CX and opportunities to improve customer experience. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Sounds simple enough, but that doesn’t mean it’s easy.

Customer Service 132

Customer Service Culture Customer Service Training Leadership 132

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. To provide a superior customer experience, you need to be since and genuine throughout the conversation.

Customer Service 143

Customer Service Call Center Contact Center Article 143

ShepHyken

MAY 20, 2020

My friend Stacy Sherman , head of customer experience at Schindler Elevator Corporation , is personally dedicated to “humanizing business.”. She is not only “in the trenches,” working in the customer service and experience world, she has also been recognized as a customer experience thought leader.

Customer Service Training 143

Customer Service Training Customer Service Customer Experience Information 143

ShepHyken

OCTOBER 17, 2018

You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. Every time a customer has an interaction with the company, regardless of it being in person, on the phone or online, they have a similar experience.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Article 48

Article Customer Experience 2009 White Paper 48

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives. Mapping the customer journey.

Customer Experience 137

Customer Experience Download Workshop Metrics 137

ShepHyken

OCTOBER 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. Its nothing you wouldn’t expect from a company recognized for being truly customer-focused.

Article 19

Article 2019 Customer Service Customer Service Training 19

ShepHyken

MARCH 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. . Here are my top five picks from last week.

2018 86

2018 Article Airlines Customer Service 86

ShepHyken

APRIL 28, 2021

And that’s not the type of customer experience that gets a customer to say, “ I’ll Be Back.”. 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.

Transportation 174

Transportation Customer Service Training Presentation Customer Service 174

ShepHyken

OCTOBER 31, 2016

My Comment: Leadership defining the customer service vision may be the most important start to creating a customer-focused culture. This is a great article with 23 excellent questions to ask your next customer service candidate – or any candidate you want to bring into a truly customer-focused organization.

2016 125

2016 Article Customer Service Hotels 125

Customer Bliss

SEPTEMBER 26, 2017

Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. From her LinkedIn: Having spent my entire career in service I have naturally and happily found a home in the Customer Success space. Why not apply that to partner experience?

Chief Customer Officer 0

Chief Customer Officer Customer Journey Mapping Leadership Customer Success 0

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

2017 17

2017 Article Customer Service Social Media 17

ShepHyken

SEPTEMBER 11, 2017

A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Believing These Five Customer Experience Myths Could Stunt Your Company’s Growth by Holly Chessman. Here are my top five picks from last week.

2017 83

2017 Article Customer Service Customer Service Training 83

ShepHyken

OCTOBER 10, 2016

WhatsApp – Better than Twitter for Customer Service by Mark Shaw. Mark Shaw) The delivery of customer care / service has changed a lot over the last few years. And, whether you missed it or not, Customer Service Week doesn’t stop at the end of a week. Lessons we can all learn from!

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

FEBRUARY 5, 2020

In business terms, maybe you’ll focus on making sure this customer is happy, filling the metaphorical gas tank with an excellent customer experience, so you can last—or stay in business—until you get another customer. Not so much that your customer is the last on earth, but that they are the only one you have.

Customer Service Training 145

Customer Service Training Customers Customer Service Information 145

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

2018 78

2018 Article Customer Service Loyalty Programs 78

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. It is no surprise that customer experience ranks highly. This should be the first place to execute your customer experience improvement program.

Customer Experience 52

Customer Experience Social Media Multi-Channel Culture 52

ShepHyken

SEPTEMBER 16, 2020

Grant authority to employees to make customer-focused decisions. This is about giving your team the authority to take care of your customers. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. The post How Much Does It Cost to Give Great Customer Service?

Customer Service 168

Customer Service Customer Service Training Customer Service Representative Reference 168