ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. But beyond the immediate opportunities, phone calls and online chat are what differentiate and insulate truly customer-centric brands in an increasingly crowded marketplace.

Customer centricity 307

Customer centricity Advertising outsourcing Chatbots 307

Beyond Philosophy

NOVEMBER 24, 2014

Defining these areas implies knowing what the Customer’s Expectations are. Most organizations know what their Customer rational expectations are. How this is done and why it’s important are well known to all involved in the most Customer-Centric companies. How to Make or Break Your Customer Experience.

Customer centricity 419

Customer centricity Customer emotions Consulting Consulting 419

Beyond Philosophy

OCTOBER 6, 2014

The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity. So any change in CX must include and address the Customer centricity of the organization.

Customer Experience 387

Customer Experience Customer centricity Journey mapping Consulting 387

ShepHyken

FEBRUARY 22, 2019

I could write a book just about my Trader Joe’s customer experience! DoubleTree Hotels is another customer-centric organization that models good CX. The post Guest Blog: How One Experience Started My CX Passion appeared first on Shep Hyken. You can read more about return experiences and lessons about DoingCXRight.

B2C 282

B2C B2B Customer centricity Employee engagement 282

ShepHyken

MAY 11, 2018

This week we feature an article by Rohit Prasanna who shares a great list of 10 customer service trends that will affect the customer experience this year. – Shep Hyken. The customer-centric economy has taken the front-seat across the globe, and it is no different for B2B businesses.

Customer Service 260

Customer Service B2B Customer centricity SaaS 260

ShepHyken

DECEMBER 29, 2017

This week we feature an article by Patrick Thuot who shares an infographic about how customer service can help the retail industry. A customer-centric approach can help any type of business succeed. – Shep Hyken. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken.

Customer Service 230

Customer Service Customer centricity Service level Marketing 230

ShepHyken

AUGUST 11, 2017

It’s not that the established players didn’t already know about customers’ frustrations or desires – they just lacked the wherewithal to address them. Their indifference to – or, in some cases, outright disregard for – customers left openings for new, more customer-centric entrants to become the solutions – and the future.

Customer centricity 239

Customer centricity Feedback B2C Customer Experience 239

Beyond Philosophy

DECEMBER 4, 2014

An organization’s process tells me a great deal about how Customer-centric they are. Is the process designed for the good of the Customer or was it designed for the good of the company? In my experience, the latter is more likely than the former, leaving most organizations with a process lacking a customer focus.

Journey mapping 384

Journey mapping Customer centricity Employee engagement Customer Experience 384

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy.

Customer centricity 409

Customer centricity Customer emotions Employee engagement Customer retention 409

ShepHyken

APRIL 12, 2019

Whether big-box retail or a small services organization, even modest changes to seasonal hiring, onboarding, and training practices can yield large results felt by customers, and the best time to implement these practices is during the offseason. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 282

Customer Service Education Healthcare Customer centricity 282

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. Task: Identify a “gap” in the customer experience journey. They invest to meaningfully improve the customer experience.

Abandon rate 251

Abandon rate Journey mapping Average Handle Time Customer centricity 251

ShepHyken

JULY 26, 2019

By creating personas, your customer support team can recognize who they are and understand them better. It’s also an important step in becoming sincerely customer-centric. The best customer experiences are the ones achieved when a number of your team creates an emotional connection. I am pretty sure you must have.

Customer Experience 297

Customer Experience Feedback Customer centricity Customer retention 297

Beyond Philosophy

FEBRUARY 5, 2015

How do individuals and organizations achieve what we describe as a “natural”, or obsessive state of customer-centricity where: Emotional and rational customer needs/expectations are well understood throughout the enterprise. All employees have the responsibility of providing customer value.

Customer Experience 391

Customer Experience Customer centricity B2C Airlines 391

ShepHyken

FEBRUARY 16, 2018

Daniel Bakst is the Social & Digital Marketing Associate for Second To None , a leading Customer Experience research firm that empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences.

Benchmark 217

Benchmark Customer centricity Customer retention Customer Experience 217

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity.

Customer Experience 295

Customer Experience Customer centricity Customer emotions Employee engagement 295

ShepHyken

OCTOBER 27, 2017

With nearly 5 billion people using text messaging, and 90 percent of text messages read upon receipt, it’s no wonder customer-centric companies have adopted this method to deliver a top-notch experience for their customers. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 216

Customer Service Customer centricity Enterprise Contact Center 216

ShepHyken

MARCH 30, 2018

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. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 222

Customer Experience Average Handle Time Customer Care Customer centricity 222

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

MARCH 5, 2015

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. We can all learn a little about Customer centricity when we look at these examples from three major carriers in the US. Southwest Attacks Its Late Problem Head-on with Its Customers.

Airlines 330

Airlines Transportation Customer centricity Employee engagement 330

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture. Is your light on?

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

Beyond Philosophy

NOVEMBER 26, 2014

We use a Customer Experience Assessment model called Naive to Natural to assess whether companies focus on Customers primarily. 7 Reasons Brand and Customer Experience Are Disconnected. Customer-facing employees are not briefed on Marketing campaigns. Brand values have not been aligned with the Customer Experience.

Advertising 324

Advertising Customer centricity Marketing Customer Experience 324

Beyond Philosophy

SEPTEMBER 17, 2015

Let’s be very sensitive to the pressures our customers may be feeling, and do everything we can to individually and collectively exceed their expectations.”. I talk a lot about Customer-centricity of organizations. He also leads his Customer-centric culture by example. Does your CEO get it, too?

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

Beyond Philosophy

DECEMBER 11, 2014

When we perform our Naive to Natural assessment to determine our client’s Customer centricity, we find that Culture and Leadership has a massive influence on the outcome of the experience. This norm creates a culture where avoiding interaction with the Customers is acceptable. You hide operational difficulties from the Customer.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Callminer

JUNE 1, 2022

This blog looks at four eras of AI and the impact they’ve made on customer-centric companies. Want to know more about AI’s role in conversation intelligence?

Customer centricity 315

Customer centricity 315

ShepHyken

DECEMBER 8, 2017

With so much data at its disposal, the company can accurately map the customer journey and identify all the relevant moments of truth, i.e. critical touchpoints to come up with a solution to potential problems. A customer-centric approach combined with a proactive attitude will work as a great strategy to improve customer engagement.

Contact Center 113

Contact Center Customer Service Virtual Agent Chatbots 113

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

NOVEMBER 27, 2017

Those that have excellent experiences, the kind that makes their brand name a household one, demonstrate actual customer-centricity in their CX. In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity.

Customer centricity 400

Customer centricity Consulting Consulting Customer Experience 400

Beyond Philosophy

JUNE 28, 2017

Because more than half of a customer’s buying – and nearly every aspect of customer loyalty – is driven by emotional factors, the explanation must anticipate and appeal to the customer’s emotions. How to Make a Customer-Centric Change. Revolutionary Thinking on Customer Loyalty. Share your thoughts below.

Customer centricity 401

Customer centricity Consulting Consulting Technology 401

Beyond Philosophy

NOVEMBER 11, 2014

With nearly half of every decision decided by habits, the real question is how much longer can you afford to ignore the power of habits in your marketing efforts?

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

MARCH 12, 2015

For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th. If you enjoyed this post, you might be interested in the following blogs: How to Design Human Centered Experiences. Customers are Irrational: Stop Fighting It.

Customer emotions 417

Customer emotions Journey mapping Customer centricity Customer retention 417

Beyond Philosophy

MAY 7, 2020

Identify the culture of your organization now and improve your customer-centricity. My book, Revolutionize Your Customer Experience , delves into the idea of customer-centricity with the Naïve to Natural Model. Ensure the senior team understands why customer-centricity is crucial to your success.

Customer centricity 436

Customer centricity Technical Support Consulting Consulting 436

ShepHyken

JULY 20, 2018

Daniel Bakst is the Social & Digital Marketing Associate for Second To None , a leading Customer Experience research firm that empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. Read Shep’s latest Forbes Articles: Customer Experience Is The New Brand.

Feedback 118

Feedback Customer centricity Accountability Customer Experience 118

Beyond Philosophy

DECEMBER 22, 2014

If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations. Are You Deliberate with Your Customer Strategy or Just Taking a Chance? How to Make or Break Your Customer Experience. Please share your experiences in the comments below.

Customer Experience 403

Customer Experience Customer emotions Employee engagement Customer centricity 403

Beyond Philosophy

SEPTEMBER 11, 2014

According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JULY 11, 2016

Most corporate apps are clunky, not Customer-centric. They are not, for the most part, customer-centric in their approach. IT people, for the most part, are not the most customer-centric individuals in the world. This process is a chance to start again with new, customer-centric thinking.

Customer centricity 305

Customer centricity Consulting Consulting Customer emotions 305

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Conclusion: Customers want it, whether you want to do it or not.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Beyond Philosophy

JANUARY 28, 2015

Save the wisecracks for your blog. If you enjoyed this post, you might be interested in the following blogs: Are You Working for the Right Company? Hiring Customer Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366