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. Now is the time to turn more satisfied customers into success stories.

B2C 356

B2C Customer centricity Feedback Upselling 356

Beyond Philosophy

JANUARY 28, 2015

Expectations are important to meet (and ideally exceed), particularly when this is the person who decides if whether you stay or go at an organization. I would argue you should never be this person whether it’s your first 90 days or not! I had to fire a person whose default was “Yes!” How do people get on in the company?

Customer emotions 366

Customer emotions Customer centricity Consulting Consulting 366

CX Accelerator

DECEMBER 12, 2017

There is a special loyalty factor achieved when you combine convenience with a fun, unique brand personality. Customer Service at the Core – By far the most compelling thing for me was the outstanding customer service provided throughout. Carvana has hired wonderful people who personify their customer-centric brand perfectly.

Journey mapping 182

Journey mapping Finance Customer centricity Sales 182

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. The metrics you choose should line up with your actions and the goals you are trying to meet.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

MARCH 31, 2020

Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. It is in instances of trouble, problems and even more so – crisis, that the true nature and customer-centricity of organizations (and politicians) is shown.

Airlines 499

Airlines Healthcare Government Self service 499

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?” How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Don’t be afraid to share personal stories and show how passionate you are about CX. okay… so what do you actually do?” “Oh,

Customer centricity 282

Customer centricity Education Government Personalization 282

Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

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

ShepHyken

JULY 15, 2022

Step 2: They show up for the call, and even though the meeting goes well, they mention they’re diligent and will see it through before they’re ready to get going. Step 3: Due to your generosity, personalized advisory, and ability to identify and solve their problems for free up-front, they decide to sign up with you five days later.

Coaching 349

Coaching Customer centricity Accountability Feedback 349

Beyond Philosophy

NOVEMBER 14, 2020

He sees the value that an organization can generate by amplifying in-person experiences with digital ones and capitalizing on their desire for meaningful experiences that they value more than stuff. Carbone sees the future of Customer Experience in the cultures of the organization. This podcast is produced by Resonate Recordings.

Customer Experience 370

Customer Experience Consulting Consulting Customer centricity 370

ShepHyken

AUGUST 25, 2024

My Comment: A self-service (digital) customer service solution shouldn’t take away from a customer’s good experience with a company or brand. This article shares the concerns you should consider when putting technology between your customer and a live support agent. It should support and augment it. That’s where it starts!

Customer Service 223

Customer Service Chatbots Customer centricity Self service 223

Beyond Philosophy

DECEMBER 23, 2014

Clearly avoiding disappointment means meeting the expectations of your Customers. To that end, however, I have t hree essential steps to avoiding disappointment this Holiday Season in your Customer Experience : 1. I wish it were as simple as just asking your Customers what they want and getting the real answer.

Customer emotions 246

Customer emotions Customer centricity Customer retention Consulting 246

aircall

OCTOBER 11, 2022

When it comes to customer-facing team productivity and performance , only a great quarter filled with met targets eases the pressure long enough for a few team high-fives. When teams consistently meet targets, line-of-business managers know that big bosses start asking questions: All targets met? Why “tougher”? Are the KPIs… too easy?

Customer centricity 118

Customer centricity CRM Sales Analytics 118

ShepHyken

NOVEMBER 1, 2021

3 Customer Experience Lessons Brands Can Learn From Amazon by Scott Clark. CMSWire) Amazon’s mission statement is “We aim to be Earth’s most customer-centric company. Three simple and powerful lessons: meet expectations, personalization, and “commerce anywhere” experiences. The message is clear and powerful!

Customer Service 216

Customer Service B2B B2C Personalization 216

ShepHyken

SEPTEMBER 11, 2020

Some people are afraid of them, others try to meet them and some even try to ignore them. The technologies will also offer new possibilities to take customer relations to a higher level. Personal Challenges : Everyone has their own personal dreams, fears, wishes and ambitions. People react differently to these challenges.

Customer Experience 261

Customer Experience Customer centricity Government Healthcare 261

ShepHyken

SEPTEMBER 1, 2024

And when you combine that with certain segments of retail, such as beauty and personal care or health and wellness, you have a customer that buys on a routine basis. 4 Trends Impacting Retail Customer Loyalty, and How to Overcome Them by Foundever (Foundever) Are your customers becoming more price-conscious and less loyal?

Customer Service 190

Customer Service Customer centricity Personalization Customer Experience 190

Quadient

AUGUST 1, 2022

Creating a Customer-centric Culture: Four Steps to Get Started. After what feels like forever, I recently got a chance to re-engage in my favourite pastime – meeting people in person at a Quadient-hosted event located here in London, UK. A Trusted Partner in Your Customer-centric Transformation Journey.

Customer centricity 105

Customer centricity Journey mapping Banking Consulting 105

Beyond Philosophy

JUNE 27, 2016

The researchers then measured how often these profiles got a “yes” from dating application users who rapidly flipped through profiles looking for someone they would like to meet. In the “after” photo, the person is thinner, but also stands in a more open posture, with chest thrust out and tummy tucked in. Does posture matter?

Customer centricity 282

Customer centricity Consulting Consulting Personalization 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 268

Customer Service B2B Customer centricity SaaS 268

ShepHyken

SEPTEMBER 10, 2021

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 268

Customer Experience Advertising Employee engagement Sales 268

ShepHyken

SEPTEMBER 21, 2020

Customer Service Guide to Revenue Generation by Gladly. Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. My Comment: This is an excellent list of five ways to get your customers to come back.

Customer Service 245

Customer Service Customer centricity Customer Experience Marketing 245

TechSee

NOVEMBER 27, 2024

By focusing on efficient service interactions, nurturing a customer-centric culture, and leveraging technology, we’ll outline how enterprises not only create a seamless and delightful customer experience but also drive business growth. Train employees to anticipate and meet customer needs proactively.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

Hello Customer

JUNE 1, 2021

So how can extreme customer centricity in relation to products and services help your organization? Put product innovation at the forefront of customers and their expectations. How do customer-centric organizations distinguish themselves? Only people are able to understand the person behind the customer.

Marketing 98

Marketing Customer centricity Banking Feedback 98

Beyond Philosophy

JULY 12, 2018

What is a belief and what does it have to do with Customer Experience? To get at the truth of the matter with your customers, you should try to ferret out their beliefs. Psychology research has determined that beliefs, when they meet specific criteria, are consistent drivers of behavior.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

ShepHyken

DECEMBER 4, 2020

No matter your industry, you need to pivot to one extent or another in order to meet your customers where they are. Without a well-defined customer experience strategy and roadmap, you risk investing in the wrong technology and designing the wrong experiences. We are living in a transformational period.

Customer Experience 287

Customer Experience Airlines Customer centricity Surveys 287

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Don’t be afraid to share personal stories and show how passionate you are about CX. okay… so what do you actually do ?”. “Oh,

Customer centricity 208

Customer centricity Education Government Personalization 208

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. Don’t make assumptions.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

OCTOBER 27, 2017

But when it comes to reaching your customers at exact moments on the precise channel, email and voice have failed to meet customer expectations. In fact, they’ve frankly come across as cold and impersonal, leaving customers often asking themselves, “Do they even care about keeping my business?”

Customer Service 222

Customer Service Customer centricity Enterprise Contact Center 222

CX Accelerator

OCTOBER 3, 2019

Make CX mandatory, not optional right from the start For those companies serious about a customer-centric culture, this must be introduced and ingrained from day one. Create more CX professionals Who says there only needs to be one CX person or one CX team at an organization?

Feedback 296

Feedback Customer centricity Employee engagement Contact Center 296

Hello Customer

JUNE 21, 2021

They had to meet two requirements to generate sales: penetrate the market sufficiently. In short, they need to actively think about their end consumer and convey a customer-centric message to their audience. Personalization is key. The old way of selling. create enough brand awareness. But the tide is turning.

Customer centricity 98

Customer centricity B2C Surveys Feedback 98

ShepHyken

SEPTEMBER 7, 2020

As it applies to customer experience, it’s about a “big picture” that helps to interpret data that helps you come with a plan to enhance your customer’s experience. This article set’s up the premise and offers up ideas such as making processes more customer-centric, using technology and more. by Steve Williamson.

Construction 235

Construction Customer Service Feedback Customer retention 235

NobelBiz

APRIL 23, 2024

By meeting debtors where they are, agencies can enhance engagement and improve the likelihood of successful debt resolution. Omni-channel communication also offers the flexibility to tailor interactions based on the nature of the debt and debtor preferences, leading to more personalized and effective collection efforts.

Customer centricity 94

Customer centricity Contact Center Technology Telemarketing 94

Beyond Philosophy

OCTOBER 7, 2021

Unless you are a terrible person or you have horrible friends and family, my guess is you would say no. Customer loyalty doesn’t work if the organization is doing all the taking. Customers need to feel like you meet their needs, too. So, have you sacrificed for your customers lately? It’s emotional.

Airlines 432

Airlines Banking Accountability Customer centricity 432

CX Accelerator

SEPTEMBER 24, 2019

Oh, so that’s customer service, right?”. How can you work with others to build new, customer-centric processes and ways of working if they don’t really understand what you’re trying to do? Don’t be afraid to share personal stories and show how passionate you are about CX. okay… so what do you actually do ?”. “Oh,

Customer centricity 182

Customer centricity Education Government Personalization 182

Steve DiGioia

DECEMBER 5, 2016

an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world’s largest community dedicated to customer-centric business. Direct contact with customers is limited, so they become figures on a sales report, not real people.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

ShepHyken

DECEMBER 14, 2021

What Customers Expect from CX Practitioners. They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done.

Customer centricity 168

Customer centricity SaaS Engineering Sales 168