ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Winning means losing in the game of customer retention by Linda O’Grady. Here are my top five picks from last week.

Construction 235

Construction Customer Service Feedback Customer retention 235

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Do you have a CAB (Customer Advisory Board)? True customer service is an art masterpiece.” I love that!

Customer Service 43

Customer Service Customer centricity B2C Entertainment 43

ShepHyken

MAY 29, 2020

This week we feature an article by Annette Franz, CCXP; founder + CEO of CX Journey Inc. She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? Leadership.

Customer centricity 170

Customer centricity Journey mapping Feedback Customer Care 170

ShepHyken

SEPTEMBER 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Actually, it’s more than an article, it’s an entire magazine devoted to CX. Here are my top five picks from last week.

Customer Service 190

Customer Service Customer centricity Personalization Customer Experience 190

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. That should be a wake-up call to ramp up close attention to service garbage—whatever agitates your customers.

Customer Service 223

Customer Service Government Banking Customer centricity 223

ShepHyken

NOVEMBER 6, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Your Customer Service Team Should Be in Every Strategy Meeting by Jaspar Weir. Here are my top five picks from last week. But, it’s worth it.

Customer Service 216

Customer Service Customer centricity Education Marketing 216

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. Regularly update training materials based on customer feedback.

B2C 356

B2C Customer centricity Feedback Upselling 356

ShepHyken

DECEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. Follow on Twitter: @Hyken.

Customer Service 41

Customer Service Customer centricity Technology Customer Care 41

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken.

Customer centricity 245

Customer centricity Feedback B2C Customer Experience 245

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 43

Customer Service Benchmark Customer centricity Customer Experience 43

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article delivers the answer and much more. This article delivers the answer and much more. and amazing customer service.

Customer centricity 166

Customer centricity Customer Service Customer Experience Feedback 166

ShepHyken

JULY 31, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. My Comment: This is a fun article.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. This type of client engagement is one example of the almost obsessive customer centricity I’m talking about.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Customer Experience 301

Customer Experience Feedback Customer centricity Customer retention 301

Beyond Philosophy

FEBRUARY 6, 2019

In our recent podcast, we had a guest Bob Thompson, CEO of Customer Think Corp., an independent research and publishing firm focused on customer-centric business management and the founder and editor-in-chief of CustomerThink.com. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. Here are my top five picks from last week.

Customer Service 168

Customer Service Customer centricity B2C Government 168

ShepHyken

NOVEMBER 28, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When CEOs Engage Directly with Customers by G. My Comment: I’m often asked, “How can I get more customers to respond to our surveys?”

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

Beyond Philosophy

JULY 13, 2016

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. Econsultancy heard from the people working on the Customer Experience improvement efforts. Do you agree with the marketers from the article?

Customer Experience 278

Customer Experience Airlines Banking Customer centricity 278

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. After reading the article, ask, “What do you think our the customers that don’t do business with us anymore didn’t tell us?”

B2B 156

B2B B2C Customer Service Advertising 156

Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

Beyond Philosophy

NOVEMBER 28, 2016

Customer experience pros can argue back-and-forth about whether a vendor can create deep emotions such as bonding and love in a customer. There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. 10 BIG Ideas for Customer-Centric Success.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Provide employee feedback platforms that can help stimulate small changes.

Customer Experience 268

Customer Experience Advertising Employee engagement Sales 268

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

Beyond Philosophy

DECEMBER 23, 2015

Reflective of the escalating focus on customer data, experiences, and relationships across all methods of communication and access, the role is rapidly evolving and morphing; however, there is general agreement regarding its significance in building and sustaining true value, planning capability, and enterprise customer-centricity.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 101

Customer centricity SaaS Upselling Metrics 101

Beyond Philosophy

JUNE 9, 2015

A recent article on the independent.ie Ryanair has a natural tendency to be internally focused–with a culture so off Customer centricity I call it Customer animosity. Cute slogans for PR and minor changes to annoying, internally focused fees do not make a great Customer Experience.

Airlines 344

Airlines B2C Surveys B2B 344

ShepHyken

JULY 20, 2018

This week we feature an article by Daniel Bakst who writes about how important it is to monitor and respond to comments on social media and review sites about your brand. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

C3Centricity

SEPTEMBER 3, 2024

Have you made changes to drive your business growth using customer-centric strategies that are based on current trends? Introduction The landscape of customer-centricity continues to evolve rapidly as we move into the second half of 2024. Patagonia is another company that excels in customer-centricity.

Customer centricity 77

Customer centricity Analytics Feedback Surveys 77

ShepHyken

MARCH 30, 2018

This week we feature an article by Julien Rio whos writes about the most common KPIs and how to understand them, select the right ones and how to improve them. – Shep Hyken. Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different.

Customer Experience 229

Customer Experience Average Handle Time Customer Care Customer centricity 229

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. You can reach out to her on LinkedIn and Twitter.

Contact Center 114

Contact Center Customer Service Virtual Agent Chatbots 114

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 85

Customer centricity Enterprise Metrics Personalization 85

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Here are my top five picks from last week.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . billion people, many are your customers. .

Feedback 113

Feedback Chatbots Surveys Customer centricity 113

Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163