CSM Magazine

SEPTEMBER 28, 2016

” That is true in customer focused companies and not in others. Habit #4: The customer experience is researched and measured, and then the data is applied. Those who fall short of the goals receive more sales training, which is really about helping customers with stated or perceived needs.

Customer Focused 96

Customer Focused Airlines Culture E-support 96

Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Events 223

Events Customer Experience Webinar Telecommunications 223

GetFeedback

DECEMBER 21, 2018

One in three customers will pay more to receive a higher level of service. 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. online adults shop more with retailers that offer consistent customer service both online and offline.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. Finding your industry can inspire you. Stay current. I love blogs because they tackle topics in a timely way. Get certified.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

CSM Magazine

SEPTEMBER 7, 2021

If you’re the owner of a retail business, then you’ll know more than most about the eternal struggle of getting customers through your doors. We’re in an age where customers can shop from anywhere – we don’t even have to leave our homes! Read on to find out more. Make Payments Easier.

Customer Focused 52

Customer Focused Retail Advertising Customer Centricity 52

Experience Investigators by 360Connext

JUNE 1, 2015

This core value makes a powerful statement, but it’s a statement that can be true no matter what kind of transaction the customer is having, and it leaves plenty of room for change. Customer-focused. It’s not about being the best at what they do, it’s about the experience the customer has with the brand. Internalization.

Brands 234

Brands 2015 Roadmap Retail 234

ShepHyken

JANUARY 4, 2021

The changing tide of retail CX by Carlos Zapatero. Retail Customer Experience) Carlos Zapatero, a business development executive at SYKES, explains how the events of 2020 accelerated a shift in retail customer experience to become more flexible and consistent — and may be the new standard well past the pandemic.

2021 148

2021 Article Customer Service Retail 148

ShepHyken

JANUARY 25, 2021

My Comment: In this article, Nate Brown introduces us to his take on something he refers to as “mission-driven CX,” which is about companies who win over their customers’ business and hearts by embodying the core values of what’s most important to them. My Comment: Here’s a great article about customer loyalty.

2021 159

2021 Article Customer Service Guest Experience 159

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? Starbucks CEO Howard Schultz sent a memo to his 190,000 retail employees and I think it’s brilliant—and a window into why Starbucks does such an excellent job with their experience.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

InMoment XI

OCTOBER 8, 2024

How to Improve Customer Experience in Retail The ecommerce customer experience for retail brands has become increasingly important as consumers spend more time online shopping each year. In order to improve the overall retail experience, you need to take into account the ways in which your customers prefer to shop.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

Experience Investigators by 360Connext

JULY 1, 2015

A customer-focused leader might wish to try the service from the end-user’s perspective, regardless of how robust the screenshot and demo are. So, now you’re thinking: “Great- they’ve mastered the art of taking screenshots and uploading demos. What’s so great about that?”. Stripe has gone a step further.

User Experience 183

User Experience B2B Sales Demo 183

Think Customers

JANUARY 21, 2022

From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations are higher than ever—not just for merchandise but for convenience, personalized customer service, and an excellent customer experience.

Retail 64

Retail Customer Expectations 2022 Omnichannel 64

ShepHyken

NOVEMBER 18, 2024

Chewy CEO Sumit Singh explains that a “moat” of human-led customer service was built around the Chewy brand so that it can compete in the evolving marketplace. My Comment: Let’s kick off this week’s Top Five roundup with a Fast Company interview with Sumit Singh, the CEO of one of my favorite customer-focused companies, Chewy.

Article 71

Article Customer Service 2024 2025 71

Happy or Not

APRIL 13, 2022

The growth in omnichannel shopping means retailers must focus on their in-store and online strategies. Why omnichannel customer feedback is critical . Research shows that b usinesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates than those that don’t. .

Omnichannel 69

Omnichannel Retail Feedback Touchpoint 69

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

MAY 24, 2021

(SmarterCX) Now that it’s apparent BOPIS and curbside pickup isn’t a passing phase or temporary solution, but a powerful way for consumers to purchase, it’s time for retailers to consider what may be necessary for a successful customer experience. My Comment: For those in the retail business, this is an article for you.

2021 157

2021 Article Customer Service Customer Retention 157

ShepHyken

APRIL 7, 2021

She works at Barnes and Noble and she wrote: Up until about two years ago, the stores and online retail site were two different entities. Then it all changed a bit when we were given the green light to do price matching between these two retail departments. Shop online at Best-Buy, Walmart, and other major retailers.

Retail 141

Retail Customers Customer Service Training Books 141

ShepHyken

SEPTEMBER 13, 2021

As the author points out in the very first sentence: “Although the terms ‘customer loyalty and ‘customer retention (as in repeat business)’ are often used interchangeably, they actually refer to two different things.”. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Article 154

Article 2021 Customer Service B2C 154

ShepHyken

JULY 12, 2021

(The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Why It’s All About Respect, Consistency and Communication in Post-pandemic Retail by Judy Mottl. by James Heskett. Follow on Twitter: @Hyken.

2021 129

2021 Article Customer Service Retail 129

ShepHyken

AUGUST 11, 2021

For example, let’s say you own a retail store. There are a number of reasons customers might come 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.

Loyalty 173

Loyalty Books Customers Customer Service Training 173

ShepHyken

DECEMBER 7, 2020

Five Customer-Service Lessons From the Late Tony Hsieh by Ann-Marie Alcántara. Wall Street Journal) The former chief executive of Zappos, the online shoe retailer, had a unique approach toward customers. These ideas focus on retail, but as I keep preaching, apply to just about any business and industry.

Article 114

Article 2020 Customer Service Loyalty Programs 114

ShepHyken

OCTOBER 10, 2016

Retail Branding: The Complete Guide by Retail Vision. Retail Vision) Here we have pulled together the most useful resources on the web to help you get retail branding right. My Comment: Branding may not officially fall into the customer service or customer experience (CX) category, but I believe it all ties together.

2016 127

2016 Article Customer Service Airlines 127

ShepHyken

JULY 19, 2021

How Consumers Now Define a Good Customer Experience by Jack M. To maintain retail success in 2021 retailers will need to continue optimizing their digital experience. My Comment: How do our customers define a good customer experience? CRM Buyer) Despite U.S. You can’t define it for them. Follow on Twitter: @Hyken.

2021 149

2021 Article E Commerce Customer Service 149

ShepHyken

NOVEMBER 30, 2022

A retail store changed its return policy. What was once considered a flexible, customer-friendly return policy became a hassle for the customer. . The point of this is to think about changes you make that aren’t customer-focused. Often, that’s why the customers continue to dance with you. .

Reference 121

Reference Customer Focused Customer Service Training Retail 121

ShepHyken

DECEMBER 29, 2021

Without the ability to take payment, they could close the bakery, or they could trust that their customers to pay later. It’s obvious, the team at the bakery took the customer-focused approach. . On occasion, a customer would leave their wallet or purse at home. The post How Much Do You Trust Your Customers?

Customer Service Training 141

Customer Service Training B2B Customers Retail 141

ShepHyken

MAY 31, 2021

If you think that all they do is respond to customers’ questions and requests, then this is an article you will enjoy. How E-Commerce, M-Commerce and S-Commerce Are Setting New Customer Experience Standards by David Fletcher. They’ve learned from the best traditional brick-and-mortar e-commerce retailers.

Article 133

Article E Commerce 2021 Customer Service 133

ShepHyken

SEPTEMBER 2, 2020

Isn’t that what you want with all of your customers—a long-term relationship in which the customer continues to pay for what you sell? What about a guest at a car dealership or retail clothing store? Most people would call them customers. The post Does It Matter How You Refer to Your Customers?

Reference 158

Reference Hotels Customer Service Training Connections 158

ShepHyken

SEPTEMBER 6, 2021

Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. Total Retail) We help customers deal with bug infestations: bed bugs, mites, fleas, lice, and they’re desperate, getting bitten up, not sleeping and generally miserable. Even if you’re not in the retail world, you’ll enjoy these stats.

2021 26

2021 Article Customer Service Net Promoter Score 26

Customer Bliss

MARCH 30, 2016

In order to understand how customer-focused companies design processes for listening to customers, we need to start by thinking about the three types of listening: Unaided or volunteer listening. But if you want to be customer-focused, you have to do it. Aided listening. Experiential listening.

Social Media 195

Social Media Leadership Customers Brands 195

ShepHyken

SEPTEMBER 15, 2021

Think about this … what if you were to charge a customer just to talk to you about what you would sell them? Or, if you own a retail store, a fee to enter the store. What would you have to do for your customers to be willing to pay for the privilege of buying your products or services? I’m not suggesting that you should.

Hotels 169

Hotels Customer Service Training Financial Customers 169

Michel Falcon Experience

OCTOBER 10, 2014

. “Earth’s most customer-centric company.” ” I spend a dozen hours a week studying online retailers and user experience. When Jeff Bezos started Amazon in Seattle, Washington one might think that his motivation would be to become the world’s largest online retailer. Howard Schultz (Starbucks, CEO).

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

ShepHyken

SEPTEMBER 29, 2021

The company wanted to be known as a world-class retailer. 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. But that wasn’t enough! . And they did.

Hospitality 159

Hospitality Books Customer Service Training Leadership 159

ShepHyken

MAY 3, 2021

An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., He defines CX as building long-term relationships with customers. My Comment: You can’t automate a customer relationship.

Article 112

Article E Commerce 2021 Customer Service 112

InMoment XI

OCTOBER 4, 2024

To see how much customer experience ROI InMoment can deliver for you by utilizing the XI platform, fill out the ROI calculator below: Calculate your business’ ROI using InMoment’s VoC tools. The options make it easier for customers to voice their suggestions or complaints. Customer-Focused Companies are 60% More Profitable.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

ShepHyken

MARCH 15, 2017

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. Now, before we go further, even though RetailWire.com focuses on the retail industry, what I’m about to share is relevant to every business in every industry. So, should retailers be scared?

Retail 95

Retail Banking Customer Service Training 2020 95