ShepHyken

AUGUST 25, 2024

10 Barriers to Building a Customer-Centric Culture—And How to Overcome Them by Chris Brown (CustomerThink) Creating a customer-centric culture isn’t just a buzzword—it’s a business imperative. Customer centricity should be part of an organization’s vision and values statements. That’s where it starts!

Customer Service 213

Customer Service Chatbots Customer centricity Self service 213

ShepHyken

DECEMBER 17, 2023

Customer Centricity: How to Always Put the Customer First by Fernanda Alvarez Pineiro (Startups.co.uk) If the words “customer is King” have recently graced your LinkedIn feed with their presence or starred in your recent business conversations, you are probably attuned to the growing trend that is customer centricity.

Customer Service 158

Customer Service Customer centricity Customer Experience Feedback 158

ShepHyken

JULY 31, 2023

Customer Centricity: Benefits and Implementation Tips by Fabyio Villegas (QuestionPro) Today, companies in every industry face a battle for customer loyalty. This is why organizations have implemented an approach called customer centricity. My Comment: What is customer centricity?

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

SEPTEMBER 7, 2023

A customer success platform for managing interactions in a single space. How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Regularly update training materials based on customer feedback.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

AUGUST 11, 2024

Yet most self-service experiences are unsuccessful, leaving customers frustrated while increasing organizational costs. My Comment: Next month, I’ll be traveling to Dubai to speak at MIT Sloan Management Review’s Customer Centricity Summit and Awards. This short article has a few details about the event.

Customer Service 213

Customer Service Self service Airlines Government 213

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. How can we help?

Consulting 221

Consulting Consulting Customer centricity Education 221

ShepHyken

MARCH 31, 2024

According to the authors, “While the private sector has found that keeping customers at the center of their operations improves their overall performance, similar realization is taking root in governments.” My Comment: What is customer science? This was a new term for me, and it probably is for you, too.

Government 219

Government Customer Service B2B B2C 219

ijgolding

AUGUST 20, 2017

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. Talk to customers – all the time! b) how many customers have you spoken to this year?

Customer centricity 83

Customer centricity Customer Experience Feedback Enterprise 83

Beyond Philosophy

MAY 23, 2024

You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. Listening to calls and talking to agents reveals what’s happening daily and is far more relevant regarding an organization’s true Customer Experience.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. Step 7: You plan a trip to visit the client in person for a two-day workshop to ensure success and implementation. You see what other freebies you can share to add additional value.

Coaching 339

Coaching Customer centricity Accountability Feedback 339

ShepHyken

MAY 19, 2024

Take Out Your Customers’ Trash by Chip Bell (Forbes) Customers today have higher expectations and shorter patience with a much greater propensity to go elsewhere with their cash if hassled. That should be a wake-up call to ramp up close attention to service garbage—whatever agitates your customers.

Customer Service 213

Customer Service Government Banking Customer centricity 213

Beyond Philosophy

JANUARY 4, 2024

From a business perspective, the same concept applies to Customer Experiences. You can’t flip a switch and get the organization to be customer-centric. It should happen over time, with incremental improvements moving everyone to a customer-centric culture and experience. Speak to Colin and find out more.

Customer centricity 243

Customer centricity Morale Finance Education 243

Interactions

APRIL 19, 2024

At the heart of every customer-centric business lies the quintessential question: “How can we improve and optimize the customer experience?” Recently, we hosted a workshop at Frost & Sullivan for the best and brightest in the CX industry. What resulted were seven (yes, seven!) And the Consensus Is….

Customer Experience 62

Customer Experience Multichannel Contact Center Customer centricity 62

C3Centricity

AUGUST 6, 2024

In 2023 I wrote a popular post covering the ten most common challenges businesses face when starting their journey to customer centricity. It is called “Top 10 Challenges Facing Companies When They Adopt a Customer-First Strategy.” times higher customer retention and 1.9 times higher average order value.

Customer centricity 62

Customer centricity Big data Customer retention Enterprise 62

ShepHyken

JANUARY 7, 2024

Whatever drives repeat business – and ideally, customer loyalty – is a good program. After all, they want those customers to keep coming back and, ideally, be so pleased with how they are treated that they tell their friends about the business. I’m often asked to define customer centricity.

Customer Service 178

Customer Service Contact Center Customer centricity Banking 178

ShepHyken

MARCH 18, 2024

How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 213

Customer Service Government Customer centricity Customer Experience 213

ShepHyken

JULY 8, 2019

CCW (Customer Contact Week) included thought-provoking general sessions, tactical “how to” workshops, a tradeshow showcasing the latest and greatest in the industry and more. If you’re in the customer care world and haven’t attended the CCW conference, this article may entice you to attend their next event.

Customer Service 301

Customer Service Customer Care Customer centricity Finance 301

CSM Magazine

OCTOBER 3, 2024

Celebrating Customer Service Week in the Workplace Customer Service Week is an excellent opportunity for organizations to celebrate their teams and highlight the importance of customer service excellence. This could include workshops on active listening, empathy, or handling difficult situations.

Customer Service 52

Customer Service Customer centricity Morale Employee engagement 52

ShepHyken

AUGUST 29, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Sales 314

Sales Customer Service Customer Support Customer Experience 314

Beyond Philosophy

JANUARY 26, 2023

2 : How Customer-Centric is Your Organization? Customer-centricity is foundational to delivering an excellent Customer Experience. They often tell us that they are not customer-centric at all. We measure Customer Centricity on a model from low to high. Speak to Colin and find out more.

Customer centricity 195

Customer centricity Construction Education Surveys 195

Beyond Philosophy

JUNE 20, 2024

Surge Pricing is not a customer-centric policy. Without that strategic, customer-benefit-heavy communication, you turn your dynamic pricing game-changer tool into a deal breaker. Colin has conducted numerous educational workshops, on how to improve your Customer Experience , to inspire and motivate your team.

Airlines 195

Airlines Customer centricity Wait times Education 195

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. Empathy and sensitivity are the traits you would look for in a person managing an EX program.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

MAY 28, 2023

by Tom Wormald (CustomerThink) Businesses talk a big game about customer needs, specifically the ways their particular products can meet those needs. We call this the ‘customer centric’ approach which puts the customer ‘at the heart of everything a business does’. Connect with Shep on LinkedIn.

Customer Service 165

Customer Service Customer centricity B2C Government 165

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

ShepHyken

JUNE 11, 2023

9 Building Blocks Toward Exceptional Customer Experience by Olga Potaptseva (CMSWire) What do Amazon, Starbucks, Tesla, Airbnb and Zappos have in common? They’re big companies, yes, but they’re also guided by a customer-centric approach to business, which is built on a foundation of customer service excellence.

B2B 156

B2B B2C Customer Service Advertising 156

ShepHyken

DECEMBER 12, 2023

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Sales 246

Sales Customer Experience Customer Service Customer Support 246

ShepHyken

FEBRUARY 25, 2024

On the heels of ChatGPT’s release, AI became a part of everyday consumers’ lives seemingly overnight and propelled equally rapid AI adoption in customer service. As businesses navigated through unprecedented changes, CX leaders found themselves at the forefront, steering their organizations towards a new era of customer-centricity.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 153

Customer Experience Feedback Customer centricity CRM 153

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

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

Beyond Philosophy

DECEMBER 7, 2023

So, to summarize why leading with humans is a better AI strategy, we have the following points: The best-case scenario would be to reduce the repetitive tasks so employees can do better customer-centric work for customers and the company. He prides himself on making this fun, humorous, and practical.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ijgolding

DECEMBER 3, 2014

During these conversations, it has become abundantly clear that those who know a lot about Legal and Accounting firms are concerned that they are amongst the most ‘un-customer centric’ organisations on the planet. This is what I am being told – and it does not sound very customer centric to me! They are not alone.

Customer centricity 90

Customer centricity Customer Experience Customer retention Sales 90

24-7 InTouch

MAY 31, 2024

Customer Contact Week (CCW) Las Vegas 2024 is shaping up to be an unmissable event for professionals in the customer contact industry. Scheduled from June 3-6, the convention promises a robust lineup of workshops, keynotes, and interactive sessions designed to address the latest trends and challenges.

Customer centricity 52

Customer centricity Analytics Technology Customer Experience 52

Lumoa

JANUARY 31, 2023

Voice of the customer: where to start? Define Roles Set targets Collect customer feedback Analyze the feedback Act on the feedback Close the loop with the customers Enhance customer-centric culture Recommended reading on Customer experience Why do you need Customer Experience Management?

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

CSM Magazine

MAY 14, 2024

The Significance of Customer Service Training The ripple effects of customer service are felt across the entire business ecosystem, impacting brand perception, customer loyalty, and ultimately, profitability. The key is to invest in a program that aligns with your business goals and culture.

Customer Service 52

Customer Service industry standards Customer centricity Analytics 52

Comm100

MAY 27, 2024

These scores not only reflect customer perceptions of your brand but also influence retention, loyalty, and advocacy. Enhancing CSAT is critical for any business that values customer-centricity. This comprehensive guide will walk you through creating a detailed CSAT improvement plan to elevate your customer service standards.

Morale 45

Morale Feedback Customer centricity Wait times 45

Customer Guru

AUGUST 8, 2018

Amanda is a highly experienced customer experience consultant, adviser, and writer. She has helped organizations of all sizes and sectors transform themselves into customer-centric ones. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Consulting 130