ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model. Make the Most of Automation.

Interactive Voice Response 363

Interactive Voice Response Customer centricity Consulting Consulting 363

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. Imagine a meeting with various customers sharing their feedback at a level that is far beyond a traditional focus group. I love that!

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

C3Centricity

JANUARY 13, 2021

Traditionally C3Centricity publishes a list of the most popular customer-centricity posts on its blog in January and this year is no exception, despite covid’s extraordinary impact on businesses the world over. Five Rules of Customer Observation for Greater Success. The 6 Best Ways to Show you Respect your Customers.

Customer centricity 111

Customer centricity Journey mapping Marketing Personalization 111

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. They should learn firsthand what it’s like to be a customer. That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves.

Customer Service 374

Customer Service Customer centricity Surveys Customer Support 374

ShepHyken

MARCH 18, 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. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand.

Customer Service 216

Customer Service Government Customer centricity Customer Experience 216

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. There is a scarcity of knowledge on how to do better work in Customer Experience.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

JULY 11, 2016

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. “Oh Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? by Ian Golding.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

ShepHyken

MAY 2, 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. The True Costs of Bad Customer Experience Management by Brittany Hodak. It validates that you’ve done well for your customers.

Customer Service 185

Customer Service Customer centricity Customer Experience Customer Care 185

CSM Magazine

APRIL 18, 2025

Soft2Bets journey offers important lessons for any organization aiming to build stronger, sustainable customer relationships. Lets explore the strategies that have fueled Soft2Bets customer-centric success, and how you can bring these same principles into your own company to drive lasting growth.

Customer centricity 52

Customer centricity Gamification Engineering Finance 52

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

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. We’ll get into the specifics of customer success platforms later in this guide.

B2C 349

B2C Customer centricity Feedback Upselling 349

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. They have stated publicly they want to be the “ Earth’s most customer centric company. ” They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

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. 3 Tips To Improve Your Survey Response Rates by Kelechi Okeke.

Customer Service 33

Customer Service Contact Center outsourcing Customer centricity 33

Beyond Philosophy

JUNE 9, 2015

A recent article on the independent.ie Their app is still confusing, hard to use, and leaves all the work to the Customer. In a survey published by UK branding company Siegel+Gale, the airline’s app (where you can download your boarding pass and save $69 in “airport check in fee) was singled out as a “major headache.”

Airlines 344

Airlines B2C Surveys B2B 344

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 342

Coaching Customer centricity Accountability Feedback 342

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

JULY 10, 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. Read this article and find out!

Customer Service 31

Customer Service Customer centricity Customer Experience Technology 31

ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey.

Customer Experience 283

Customer Experience Airlines Customer centricity Surveys 283

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 104

Customer centricity SaaS Upselling Metrics 104

Beyond Philosophy

JULY 6, 2016

These results were based on a survey of 9,000 Chinese customers, about 60 different brands in five industries. This research emphasizes the fact that those organizations that truly embrace the ideology behind a culture of Customer Centricity have enormous potential for opportunity and growth in a new market.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

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. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 264

Customer Experience Advertising Employee engagement Customer centricity 264

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 224

Customer Experience Average Handle Time Customer Care Customer centricity 224

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 298

Customer Experience Feedback Customer centricity Customer retention 298

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 Journey mapping Metrics Customer centricity 134

Beyond Philosophy

DECEMBER 5, 2016

After findings that many accounts had been falsified (such as creating fake email addresses) or forced on unsuspecting customers, netting the company billions of dollars in profits, Wells Fargo paid a (relatively small) $185 million fine to regulators. If customer-centricity can be created in healthcare, it can be created anywhere.”.

Brand ambassadors 247

Brand ambassadors Customer centricity Banking Consulting 247

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

JANUARY 16, 2018

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customers’ changing needs.” The author had several suggestions for building customer-centricity. Michael Lowenstein, Ph.D.,

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing.

Marketing 193

Marketing Customer Experience Customer centricity Advertising 193

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

Beyond Philosophy

AUGUST 1, 2016

The shocking thing is that these companies know they’re providing terrible customer service. Last year, trade group ICMI conducted a survey in which a whopping 92 percent of customer service managers said they thought their agents could be more effective. What do you think of these customer service tactics?

Consulting 282

Consulting Consulting Customer centricity Customer Experience 282

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

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

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 86

Customer centricity Enterprise Metrics Education 86

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Creating a Valuable Customer Survey.

Surveys 95

Surveys Abandon rate Customer centricity Customer Support 95

Steve DiGioia

NOVEMBER 7, 2016

This original article was written by Steve DiGioia. Stop complaining about your customers. Well, have you ever tried to be your own customer? According to an American Express 2011 Survey, 3 in 5 Americans (59%) would try a new brand or company for a better service experience. You bemoan your customers.

Customer centricity 230

Customer centricity Surveys Customer Experience Feedback 230

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. In purely technical terms, Net Promoter Score is a metric to compute customer loyalty.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52