eglobalis

JUNE 27, 2024

Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 455

Customer Experience Customer Centricity Net Promoter Score Government 455

C3Centricity

NOVEMBER 12, 2024

Claiming to be “customer-centric” is simple; executing it effectively requires a fundamental shift in leadership and company culture. Many leaders believe they prioritise customers, yet their strategies often miss the mark due to a lack of meaningful integration. Source: Forbes.

Leadership 62

Leadership Culture Customer Centricity Rewards Programs 62

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

InMoment XI

MAY 4, 2022

Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994). Leadership and Loyalty. Effective leadership. 6 Tips for Fostering Employee Loyalty.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

InMoment XI

DECEMBER 3, 2024

Organizations can progress from this stage by first achieving leadership buy-in. Highlight the positive impact of a customer-centric approach on the company’s bottom line. Initiate The leadership starts approving key activities as it realizes the value of customer experience management.

Customer Experience 195

Customer Experience Competitive Advantage Customer Centricity 2024 195

ShepHyken

APRIL 6, 2025

Each week, I read many customer service and customer experience articles from various resources. The Inside-Out Blueprint for Customer Experience by Greg Kihlstrom (CMSWire) Medallia Experience showed how organizations win when culture, AI, and leadership all work in harmony.

2025 71

2025 Article Customer Service B2C 71

eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. The result?

2020 446

2020 Customer Journey Mapping Culture Innovation 446

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders.

Customer Centricity 52

Customer Centricity Leadership Hospitality Healthcare 52

ShepHyken

DECEMBER 9, 2024

Each week, I read many customer service and customer experience articles from various resources. Top 30+ Customer Experience Statistics to Know in 2025 by Viraj Mahajan (Notta) If you were to list a businesss most crucial operations in 2024, customer service would probably be among the most important ones.

2024 75

2024 Article 2025 Customer Service 75

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. SERVANT LEADERSHIP Whatever your title or position, be a servant leader who will CARE for your people first. GREAT leadership is not top-down, one-way, communication to employees.

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

JULY 23, 2024

Can understanding the difference between customer experience and customer service revolutionize your business strategy? Every single business leader should absolutely care about customer service, but you’ll hear why they should care about customer experience as well.

Customer Service 190

Customer Service Customer Experience Customer Journey Mapping Leadership 190

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Article 75

Article 2025 Customer Service 2024 75

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

eglobalis

APRIL 6, 2025

IBMs Watson AI reduces contact center staffing needs by improving resolution speed and accuracymaking customer service a profit lever. Enabling Customer Revenue Growth and Competitive Advantage While cutting costs preserves value, growing revenue creates new value often more compelling in strategic B2B decisions.

Contact Center 271

Contact Center B2B Competitive Advantage 2023 271

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? In this article, the author interviews Higgins to learn how Verizon uses technology to best serve its customers. Here are my top five picks from last week.

Article 75

Article 2025 Customer Service Healthcare 75

CSM Magazine

MARCH 28, 2025

Despite the important contributions they make, many customer service managers experience a nagging, internal doubt known as imposter syndrome. The demanding, fast-paced nature of customer service management can amplify these feelings. Why Do Customer Service Managers Experience Imposter Syndrome?

Customer Service 52

Customer Service Management Leadership Document 52

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 71

Customer Service 2025 Workshop Reference 71

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

CSM Magazine

NOVEMBER 17, 2024

This is where exemplary customer service makes all the difference. Here are some insightful tips to help you become a leader of customer service in the loan industry. Empower Your Team Leadership that empowers its people will see them rise to new heights. But what if the person across the desk seems indifferent?

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Financial 52

BlueOcean

DECEMBER 15, 2022

It is our goal to continue writing and publishing valuable, useful, and actionable insight for business leaders who are seeking to elevate their customer experience or understand the landscape of the outsourced contact center world. The post Blue Ocean Wins Contact Center Thought Leadership Award appeared first on Blue Ocean.

Contact Center 31

Contact Center Leadership 2022 Article 31

Kate Nasser

AUGUST 15, 2021

In leadership, teamwork, and business in general, this is death […]. The post Improved People Skills Take You Further Than Jerky Behavior | #Leadership appeared first on KateNasser.com. Wouldn’t it be better to overlook the bad way people treat you and see the value of what they offer? No, not exactly.

Leadership 144

Leadership Interaction Communication Engagement 144

Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Customer Service 62

Customer Service E-support Feedback Insights 62

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service 2025 Customers 167

eglobalis

SEPTEMBER 19, 2024

Challenge: If employees don’t see the value of their contributions, their engagement drops, and innovation suffers, leading to diminished customer experiences. Transparent Leadership to Build Trust Transparent leadership is essential for building trust during transformation efforts.

Customer Experience 297

Customer Experience Leadership Innovation Workshop 297

CSM Magazine

NOVEMBER 11, 2024

The demand for skilled customer service professionals has never been higher. For students looking to build a rewarding career, customer service management offers a compelling pathway. However, it also offers: Excellent Growth Potential: According to the U.S.

Insights 52

Insights Customer Service Management 2029 52

Kate Nasser

MAY 22, 2022

Customer Experience Strategy Leaders: Your words need to say collaborate with customers not conquer them. Examples fr Kate Nasser, The People Skills Coach™ | #CX Leadership Teamwork Collaboration. The post Customer Experience Strategy: Do You Conquer or Collaborate? | #Leadership #CX appeared first on KateNasser.com.

Leadership 131

Leadership Customer Experience Customers Communication 131

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. And when we CARE each customer is wowed and happy, intent on returning again and again, raving to others along the way.

Customer Care 200

Customer Care Customer Service Culture Customers 200

ShepHyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. My Comment: I hear it over and over again from B2B leadership. 18 Tricks to Getting Better Customer Service by Beth Braverman.

Article 158

Article 2021 Customer Service B2C 158

InMoment XI

NOVEMBER 21, 2024

Their feedback across various touchpoints on the customer journey will highlight how you can better retain similar customers. Importance of Customer Analytics Customer analytics provides a blueprint for delivering exceptional customer service. Must-know customer service statistics of 2024 ( [link] ).

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

ShepHyken

FEBRUARY 26, 2024

Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. Quotes: “The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve.”

Leadership 102

Leadership Books Communication Customer Service 102

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. To arrive at real outcomes, CX programs depend on cross-functional leadership to turn words and ideas into actions. A Customer Experience Charter can answer that question. What is a Customer Experience Charter?

Document 358

Document Net Promoter Score Government Leadership 358

eglobalis

SEPTEMBER 28, 2024

.” Lack of Customer Trust: Unlike in other regions where Toyota dealers trust the word of their customers—understanding that nobody has time to waste—some dealerships in Germany approach customers with suspicion, requiring them to prove issues like GPS malfunctions while driving.

Automotive 474

Automotive Loyalty Return on Investment Transportation 474

The DiJulius Group

JANUARY 25, 2025

Read Full Article The post How the Savannah Bananas Find Customer Service Rockstars appeared first on The DiJulius Group. Jesse Cole is the founder of Fans First Entertainment, the parent company of the Savannah Bananas, a world-famous baseball circus that travels.

Customer Service 91

Customer Service Entertainment Travel Culture 91

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 141

Customer Service Customer Retention Customer Service Strategies B2C 141

TechSee

NOVEMBER 27, 2024

Foster a culture of open dialogue where customer feedback is welcomed and shared. Encourage employees to escalate customer concerns promptly. Leadership Commitment Set clear expectations for customer-focused behavior at the leadership level.

2025 124

2025 Customer Experience Customer Centricity Net Promoter Score 124