ShepHyken

OCTOBER 10, 2016

And, whether you missed it or not, Customer Service Week doesn’t stop at the end of a week. It’s just a way to celebrate the people who provide amazing customer service throughout the year. 8 Ways to Amplify the WOW Factor in Your Customer Experience by Garin Kilpatrick. Follow on Twitter: @Hyken.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

ShepHyken

OCTOBER 3, 2016

This is a world-wide celebration and some great people in Rwanda remind us that the celebration is not only for customers, but for employees as well. Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline.

Airlines 312

Airlines Customer Service Customer retention Education 312

ShepHyken

OCTOBER 24, 2016

My Comment: Most of the articles shared in this weekly roundup are about the right way to practice customer service and experience. If you want to lose customers, then practice what this author tells you not to do. 3 Tools for Improving the Customer Experience in Government by William D. Eggers and Greg Pellegrino.

Government 302

Government Customer Service Customer Care Personalization 302

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Here are my top five picks from last week.

Journey mapping 309

Journey mapping Customer Service Contact Center Airlines 309

ShepHyken

SEPTEMBER 12, 2016

Speed Is Best Measure of Customer Experience by Gerry McGovern. CMSWire) The basics of customer experience is helping people do what they want to do. However, if you want to excel in customer experience you must help people do what they want as quickly as possible. Follow on Twitter: @Hyken .

Customer Service 288

Customer Service SaaS Customer Experience Marketing 288

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Social media ROI, loyalty and the customer experience by Chris Teso.

Customer Service 278

Customer Service Chatbots Contact Center Metrics 278

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there?

Metrics 236

Metrics Consulting Consulting Customer Experience 236

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 186

Employee engagement Big data Analytics Education 186

ShepHyken

DECEMBER 19, 2016

CX Strategies: 48 Experts Reveal the Single Most Effective Way Companies Can Improve the Customer Experience by Angela Stringfellow. (NG NG Data) To find out what you can do to make a big impact on customer experience within your organization, read on to learn what our experts had to say. That’s 48 ideas.

Customer Service 238

Customer Service Marketing Customer Care Technology 238

ShepHyken

JUNE 13, 2016

Jack Plantin uses the words “Expert,” “Aggressor,” “Con Artist” and “Turtle” to describe four styles of difficult customers and then shares how to handle them. The Top 8 Customer Experience Trends in 2016 (Infographic) by David Younger. Follow on Twitter: @Hyken.

Customer Service 208

Customer Service Upselling Customer retention B2C 208

Beyond Philosophy

JULY 13, 2016

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Whilst they each have their unique challenges, their insight on Customer Experience shows us the common obstacles that all of us face when tackling such an important facet of our business.

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

Beyond Philosophy

FEBRUARY 14, 2020

Conversational Commerce was conceived in 2016 by the inventor of the hashtag, Chris Messina. This is the first of a two-part interview with Messina about his concept of Conversational Commerce and how it will affect the future of Customer Experiences on social media and the relationships that develop there.

Technology 488

Technology Consulting Consulting Accountability 488

ShepHyken

JUNE 6, 2016

This article shares three simple tips (and the first one is REALLY simple), to use your website as a first line of customer support. 99 Customer Experience Stats Experts Trust to Improve CX by Tricia Mool. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Customer Service 213

Customer Service Customer Experience Customer Support 213

ShepHyken

JUNE 27, 2016

ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. Essential Customer Service Skills We’ve Forgotten in the Digital Age by Stuart Leung. My Comment: As the world becomes more and more digital, it is easy to miss opportunities to connect on an emotional level with the customer.

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

Beyond Philosophy

OCTOBER 12, 2016

When you make something personal for a customer, you start to create an emotional relationship with your product or service. And as I have been saying since 2002 when I started up my Customer Experience Consultancy, emotions influence over half of any Customer Experience outcome.

Personalization 419

Personalization Consulting Consulting Customer emotions 419

ShepHyken

DECEMBER 26, 2016

As I always say, what’s happening on the inside of an organization is felt on the outside by the customer. 10 ways Volkswagen’s first chief customer officer is driving a new experience agenda by Nadia Cameron. I love getting an inside view of how any major brand delivers a stellar service experience.

Chief Customer Officer 209

Chief Customer Officer Customer Service Analytics Best practices 209

Beyond Philosophy

JANUARY 7, 2016

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. In many cases the initial focus on Customer Experience and new customer measures, like Net Promoter, delivered some improvements but they have been short-lived. My Prediction.

Employee engagement 150

Employee engagement Big data Analytics Education 150

ShepHyken

AUGUST 8, 2016

Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. My Comment: This short article has five simple, yet powerful questions related to a company’s customer experience strategy. Here are my top five picks from last week.

Customer Service 200

Customer Service Self service Call Center Customer Support 200

ShepHyken

JULY 11, 2016

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? I J Golding) I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. by Ian Golding. (I That doesn’t work. And, you should too.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ShepHyken

AUGUST 29, 2016

5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. ShoreTel) Rising customer expectations and changing delivery preferences are forcing many companies to revisit their contact center processes. Here are my top five picks from last week. Here’s a great opportunity to find out!

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

ShepHyken

JULY 4, 2016

Here are three tips to using Twitter to engage with your customers, answer their questions and solve their problems. How Employee Culture Impacts Customer Experience by Eric Berridge. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

Customer Service 202

Customer Service Surveys Customer Experience Customer Support 202

ShepHyken

AUGUST 22, 2016

Customer Retention: 50 Tools to Build the Perfect Customer Experience by Ty Magnin. Appcues) We’re here to break down 50 of the best customer retention tools around and tell you what makes them special, so that you can choose the best ones for your business. (CTS Keep this article nearby and refer to it often.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

ShepHyken

SEPTEMBER 5, 2016

Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps. Customer Service is Dead… Welcome to the Customer Experience by Jeffrey Hayzlett.

Customer Service 0

Customer Service Analytics Customer Care Customer Experience 0

ShepHyken

JUNE 20, 2016

Here are six ideas that will make customer service both more personal and engaging. Successful customer experience moves past loyalty and towards desire b y Barb Mosher Zinck. Diginomica) When it comes to customer experience, companies struggle to bridge the gap between loyalty and desire.

Customer Service 195

Customer Service Customer centricity Chatbots Airlines 195

ShepHyken

AUGUST 1, 2016

There are plenty of unique ways to engage your community and boost your social following, each of which helps customers get to know the names and faces behind your brand and stay loyal to your product or service. My Comment: Social media enhances the customer experience. It’s a brand builder. Follow on Twitter: @Hyken .

Customer Service 208

Customer Service B2C B2B Customer Care 208

Beyond Philosophy

FEBRUARY 15, 2018

The Consumer Financial Protection Bureau (CFPB) meted out a $185 million fine that included a $100 million penalty to Wells Fargo in 2016 for their violation and abuse of consumer trust. The CFPB said employees made fake PIN numbers and email addresses to enroll unwitting customers in new products—1.5 8 September 2016.

Banking 352

Banking Accountability Consulting Consulting 352

ShepHyken

JULY 25, 2016

My Comment: One way to improve the customer experience is to personalize it. If you like this story, you might like the author’s eBook which includes short stories that focus on customer experience. Why You Have Customer Churn and What You Can Do About It by Vanessa Rombaut. Follow on Twitter: @Hyken .

Customer Service 195

Customer Service B2C Personalization Metrics 195

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. The post Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador? appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

MAY 30, 2016

And, they may not always be right – but they are always the customer. Customer experience: Who’s in charge here? LinkedIn) The headline finding of the study showed was that there is a direct correlation between customer experience and profitability and CEO engagement. Don’t blame them for that!

Brand ambassadors 180

Brand ambassadors Customer Service Surveys Self service 180

Beyond Philosophy

FEBRUARY 21, 2020

Artificial Intelligence (AI) will transform the customer experience in many ways in the coming years. This new way of creating meaningful interactions with your customers will build emotional engagement with your company, even though the entity doing it is not a human being. Any organization can adopt one.

Chatbots 395

Chatbots Consulting Consulting Technology 395

Beyond Philosophy

FEBRUARY 27, 2017

In fact, as we become more and more accustomed to shopping around for the best deal online, customers are likely to shop around for loyalty programs too, ditching one program for another if it offers better perks. So how does Hilton or any other company create true customer loyalty? Start by engaging the employees.

Chief Customer Officer 333

Chief Customer Officer Airlines Morale Employee engagement 333

Beyond Philosophy

NOVEMBER 9, 2016

Many companies are attempting to improve their Customer Experience focus on some of the right things and then ignore the others. So while the vast majority of companies today know that putting the Customer at the heart of everything they do is important, when it’s time to do it, they are flummoxed.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

OCTOBER 26, 2016

When shopping malls began dotting the American landscape in the late 1960s and 1970s, they presented a new and exciting customer experience. A first step is to fully understand the experience from the customer’s point of view. Discount retailers are partly to blame, but the real culprit is the internet.

Consulting 419

Consulting Consulting Customer emotions Customer Experience 419

Beyond Philosophy

NOVEMBER 2, 2016

From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. Customer expectations might seem irrelevant, but they can actually be one of the most important factors that drive a customer’s experience. Share your reaction in the comment box below.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Beyond Philosophy

NOVEMBER 7, 2016

Happy memories are essential to your Customer Experience. In my latest book, The Intuitive Customer: 7 imperatives for moving your Customer Experience to the next level, co-author Professor Ryan Hamilton of Emory University and I talk about the importance of memories for your Customer Experience.

Transportation 419

Transportation Customer emotions Coaching Employee engagement 419

ShepHyken

JULY 18, 2016

Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. This article shows how customer experience and marketing can tie into a game. When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Here are my top five picks from last week. Follow on Twitter: @Hyken .

Customer Service 174

Customer Service Marketing Customer Experience 174