ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Are Your CX Metrics Hurting Your Customer Experience?

Customer Service 167

Customer Service Metrics Benchmark Consulting 167

ShepHyken

SEPTEMBER 10, 2024

If you’ve been a subscriber to the Shepard Letter , then you know I preach that a good CX (customer experience) starts with a good EX (employee experience). And I believe that, but if someone says, “Put the customer at the center,” instead of employees, I’m okay with that. It won’t hurt.

Consulting 370

Consulting Consulting Customer Service Customer Experience 370

Beyond Philosophy

OCTOBER 8, 2020

I’ve never been involved in a Customer Experience improvement program that has not ended up saving costs. When you are providing a poor experience, there are two forms of expenses. First, there is usually a lot of operational overlap that causes poor experience and increases your costs.

Consulting 434

Consulting Consulting Call Center Advertising 434

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Does the Customer Come Back?

Metrics 399

Metrics Customer Service Consulting Consulting 399

Beyond Philosophy

MAY 4, 2023

Several readers and listeners of the podcast have reached out to me recently, asking for advice on how to start a consultancy. After over two decades with my global Customer Experience consultancy, it occurred to me that I have a lot of advice on the topic, which I boiled down into the 10 rules for building a successful consultancy.

Consulting 195

Consulting Consulting Education Customer Experience 195

ShepHyken

NOVEMBER 20, 2020

He shares six tips and strategies to share with your team for improving the eCommerce customer experience. Poor customer service costs businesses over $75 billion a year in lost profits. Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Bi-weekly one-on-ones.

Customer Service 378

Customer Service Chatbots Education Feedback 378

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Here are my top five picks from last week.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

ShepHyken

APRIL 30, 2024

When I’m asked to give a customer experience keynote speech , one of the points I like to make is the importance of simplifying the complicated. My annual customer service and CX research includes some very compelling findings that will make you want to simplify your customers’ experience.

Entertainment 252

Entertainment Consulting Consulting Surveys 252

ShepHyken

SEPTEMBER 7, 2023

He writes about designing a compelling customer experience process and training your team to implement it. The bar for providing a top-notch customer experience (CX) seems to be rising year after year, regardless of whether you operate in B2B or B2C. Regularly update training materials based on customer feedback.

B2C 353

B2C Customer centricity Feedback Upselling 353

Beyond Philosophy

JANUARY 17, 2018

So how does this apply to Customer Experience? Just like when you accelerate in a car from zero to 60, when you first experience passionate emotions like happiness or anger it has a steep influx of feeling. On the other hand, if you have bad news to convey in a Customer Experience, dump it all in one big heap.

Entertainment 314

Entertainment Accountability Consulting Consulting 314

Beyond Philosophy

JUNE 20, 2016

I reached the exalted heights of SVP leading a team of 3,500 people globally before I left to start Beyond Philosophy, a customer experience consultancy, back in 2002. I spent my days trying to improve the customer experience and being thwarted at every point by people who have their own agendas.

Consulting 283

Consulting Consulting Customer Experience Marketing 283

Beyond Philosophy

OCTOBER 29, 2020

Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention. I was running a workshop with a utility client many years ago about the concept of Customer Experience. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

MARCH 21, 2017

Diana Oreck on How to Be a Customer Service Rock Star. What lessons can we learn from rock stars in the world of customer service and customer experience, like Ritz-Carlton? First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies.

Consulting 202

Consulting Consulting Employee engagement Customer Service 202

Beyond Philosophy

JUNE 8, 2016

I’m happy to report that more and more companies realize that emotions are significant to the Customer Experience. Thinking that emotions are important in Customer Experience, or even that positive emotions are important to our Customer Experience isn’t enough. It’s an excellent first step.

Consulting 283

Consulting Consulting Customer Experience Personalization 283

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

Customer Service 226

Customer Service Journey mapping Customer Care Consulting 226

Beyond Philosophy

OCTOBER 5, 2023

From a Customer Experience perspective, I find it challenging to champion telling Williams to add additional fees. What makes them especially bad is that they surprise customers if the costs seem hidden. Or does the nickel-and-dime experience damage the relationship? Fred Reichheld would call these fees bad profits.

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

DECEMBER 29, 2023

The same principle of gradual improvement through diligent effort holds true for Customer Experiences. Achieving a customer-centric organization isn’t an overnight switch. It evolves over time, with incremental enhancements fostering a culture and experience centered around customers. .’

Consulting 221

Consulting Consulting Customer centricity Education 221

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. How Retailers Can Fight Theft without Hurting Customer Experience by Bryan Wassel (Retail Dive) More and more retailers are locking products inside cabinets to prevent theft. Here are my top five picks from last week.

Customer Service 220

Customer Service Consulting Consulting Enterprise 220

Beyond Philosophy

DECEMBER 22, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help?

Consulting 221

Consulting Consulting Education Customer effort 221

Beyond Philosophy

DECEMBER 8, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’ The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help?

Airlines 221

Airlines Consulting Consulting Education 221

Steve DiGioia

DECEMBER 5, 2016

Dennis worked with the Walt Disney World Company for twenty years and now consults with organizations around the world, helping them achieve their customer service goals. The focus can be on several factors that affect the customer experience, but almost always include quality and service. Our customers won’t notice.”

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. The Secret to Dealing With Awkward Customers by Call Centre Helper (Call Centre Helper) Let’s talk about awkward customers… You know, the ones that make you seriously think that some people aren’t worth doing business with!

Customer Service 212

Customer Service Chatbots Metrics Consulting 212

Beyond Philosophy

DECEMBER 14, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 199

Customer centricity Airlines Enterprise Consulting 199

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

Beyond Philosophy

DECEMBER 16, 2023

.’ As a result, he has over 294,000 followers and 78,000 subscribers to his LinkedIn newsletter ‘Why Customers Buy’. The Financial Times selected Beyond Philosophy as one of the best management consultancies for four years. Click here to learn more about Professor Ryan Hamilton of Emory University. How can we help?

Consulting 195

Consulting Consulting Education Marketing 195

Beyond Philosophy

AUGUST 13, 2015

During a recent series of stakeholder behavior instructional workshops conducted for our clients, one of the strongest areas of interest among workshop participants was how to gain senior management support and sponsorship for various customer-related and employee-related initiatives. Michael Lowenstein, Ph.D.,

Customer centricity 279

Customer centricity Airlines Enterprise Education 279

ijgolding

MARCH 14, 2017

If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. It also helps you to articulate the end goal to a colleague or customer easily? Sounds simple right?

Customer Experience 59

Customer Experience Consulting Consulting Government 59

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Journey mapping Consulting Consulting 115

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week. CX doesn’t cost.

Customer Service 183

Customer Service Consulting Consulting Customer Experience 183

ShepHyken

FEBRUARY 1, 2019

. – Imagine the desired customer experience. – Communicate and train employees on what that experience looks like. – Roll out the customer service initiative to everyone. – If it is apparent that the current customer experience isn’t ideal, intervene and provide coaching.

Customer centricity 238

Customer centricity CRM Finance Coaching 238

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. Customer service designs that are remarkable get talked about. Customer service designs that are remarkable get talked about.

Customer Service 251

Customer Service Scripts Customer Experience Personalization 251

ShepHyken

SEPTEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. Decoding CSAT: What It is and How to Calculate Your Score by Dorcas Adisa (Sprout Social) In this article, we answer everything you need to know about customer satisfaction score (CSAT). How do they do it?

Customer Service 190

Customer Service Morale Surveys Consulting 190

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Arrange action planning workshops for originating departments. For each journey phase/step, identify consequences to customers when things go right or wrong. New Wisdom for Voice of the Customer.

Customer Experience 81

Customer Experience Journey mapping Consulting Consulting 81

Call Center Weekly

JANUARY 10, 2018

How does the SaaS customer experience differ from traditional business models? Any customer experience has some of the same steps in the journey. The SaaS customer journey leans heavily on the customer to understand the product before buying, and that's why trial periods are so popular.

Journey mapping 136

Journey mapping SaaS Consulting Consulting 136