ShepHyken

DECEMBER 18, 2018

Willie Jolley and discuss the strategies he used to help Ford avoid bankruptcy, why you and your organization should be constantly improving, and the 10 Commandments of Superior Service. Jolley shared five key points great CEO’s focus on in their organizations: Always develop leaders at every level of your organization.

Customer Service 253

Customer Service Personalization 253

Beyond Philosophy

DECEMBER 19, 2020

I have a new book called Happy Employees Make Happy Customers. To summarize it, the book is about how Customer Experience exists within an ecosystem, and policies and procedures to manage it are not enough. If you want to have great experiences, you need to look out for your employees.

Consulting 249

Consulting Consulting Management Coaching 249

ShepHyken

DECEMBER 6, 2021

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. My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

Customer Service 168

Customer Service Chatbots Customer Care Self service 168

ShepHyken

APRIL 18, 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. Tracking Customer Experience? This is the ‘customer experience gap.’ The Importance of Customer Experience Observability by Linda Chen.

Customer Service 175

Customer Service Customer centricity Customer Experience Sales 175

ShepHyken

OCTOBER 18, 2021

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. Why A Sparkler Beats A Candle Every Time by Dan Gingiss. Which do you think has more impact? Which is more memorable?

Customer Service 211

Customer Service Airlines Feedback B2B 211

Nicereply

MARCH 14, 2023

These 17 books contain critical lessons that every support manager will benefit from. Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? You need proven work. Books on communication 1. Priorities are constantly competing.

Management 98

Management Call Center Metrics Entertainment 98

ShepHyken

MARCH 15, 2021

Each week I read a number of 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. How to Deliver Memorable Customer Experiences in a Post-Pandemic World | We Are Forever Changed by Joseph Michelli.

Customer Service 324

Customer Service Customer retention Customer Experience Technology 324

ShepHyken

DECEMBER 5, 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. My Comment: Regardless of the type of business you are in, I believe it’s important to have a “hospitality mentality.”

Customer Service 175

Customer Service Gamification Customer Support Customer centricity 175

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

CX Accelerator

DECEMBER 31, 2018

When we are honest with ourselves, we all know culture is the linchpin for everything we do in the Contact Center. The specific challenge was as follows: How can we as leaders develop a healthy blend of compassion, flexibility, and empathy, while fostering the right amount of individual accountability inside of our teams?

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

Integrity Solutions

FEBRUARY 1, 2024

Is it something needed or that people even want to do? While the selling environment has undergone some pretty dramatic changes in recent years, if anything, they’ve only heightened the need for sales professionals who care about, can connect with and actively listen to their customers.

Sales 106

Sales Coaching Scripts B2B 106

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Today, I’m going to challenge you to go deeper.

Customer Experience 256

Customer Experience Customer Service Consulting Consulting 256

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. That said, not every organization realizes this fact yet, which I find disappointing. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. They said a good merchant.

Benchmark 357

Benchmark Marketing Customer Experience Consulting 357

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. We not only see it every day in practice, our research also bears it out. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 73

Sales Coaching Personalization Surveys 73

Beyond Philosophy

NOVEMBER 4, 2021

I thought I would share a recent one we had come in here with you because many of you readers might have the same problem. I read Joe Pine’s book, The Experience Economy , and felt inspired by it. I wanted to prioritize the Customer Experience, which was part of our mission statement and values.

Metrics 195

Metrics Consulting Consulting Customer Experience 195

Integrity Solutions

APRIL 8, 2024

Sales has always meant navigating highs and lows, dealing with rejection and remaining focused in the face of new business demands and pressures. We not only see it every day in practice, our research also bears it out. But that doesn’t mean you can’t develop and coach around these inner factors.

Sales 64

Sales Coaching Personalization Surveys 64

Beyond Philosophy

APRIL 15, 2019

She helps leaders and teams make subtle shifts to create breakthrough success for customers. It’s the standout piece that allows you to be your own entity in the marketplace. You can have it established and then a year later, due to turnover or mergers with other global organizations or any host of reasons, it’s gone again.

Customer Service 288

Customer Service Airlines Best practices Consulting 288

Beyond Philosophy

NOVEMBER 20, 2015

So with all of these big things happening for me what did I do? I had just finished a big project on improving our Customer Experience (in the year 2000), before the words Customer Experience were even a term. A second journey to establish a consulting company based on Customer Experience. It drives you.

Consulting 345

Consulting Consulting Customer Experience Accountability 345

Beyond Philosophy

JULY 6, 2016

As a Customer Experience consultancy, Beyond Philosophy , we have worked in China on a few occasions. We learned a few things about what to do and what not to do there, as it pertains to Customer Experience. Three Truths Every Marketer Should Know about CX in China. Let’s take a closer look at each of these points.

Customer centricity 283

Customer centricity Consulting Consulting Customer emotions 283

Beyond Philosophy

JANUARY 5, 2021

How about you? Chances are you are ready to call this year last year, too. Although this year has been anything but usual, we typically look back at this time of year to review what we have learned. So, for better or worse, we shall do that for 2020 as well. People can do amazing things in a crisis.

Consulting 222

Consulting Consulting Government Coaching 222

ProProfs Blog

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Customer Service 128

Customer Service Chief Customer Officer Customer centricity Marketing 128

Beyond Philosophy

SEPTEMBER 17, 2015

When was the last time you got an email from your CEO suggesting that you need to be concerned about how your Customer feels? For the vast majority of you, my guess is your answer is never, unless of course you work at Starbucks. Our customers are likely to experience an increased level of anxiety and concern.

Customer centricity 355

Customer centricity Consulting Consulting Employee engagement 355

TechSee

MARCH 11, 2024

In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs. Below are five questions that will help you better define your objectives and identify the right partner for your needs.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

ShepHyken

AUGUST 6, 2018

Each week I read a number of 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. Then this is an article you will enjoy. SmartBrief) Culture — every organization has one. Is your culture thriving?

Customer Service 168

Customer Service Customer Support Personalization Customer Experience 168

ShepHyken

MARCH 25, 2019

Each week I read a number of 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. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory.

Customer Service 269

Customer Service Surveys Customer Experience Customer Support 269

Steve DiGioia

DECEMBER 5, 2016

Businesses across the land champion their great service and the positive experience given to their throngs of loyal customers. Recently I had the pleasure of interviewing many leaders in the business world and customer service industry. What are the causes of this change and how do you keep this from happening?

Customer centricity 264

Customer centricity Metrics Consulting Consulting 264

CX Accelerator

APRIL 11, 2018

Do you ever feel like you're in "survival mode," running from one crisis to another, just trying to get through the day? The moment you stomp out one fire, the sparks start flying in five other directions. A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees.

Customer Experience 182

Customer Experience Wireless Journey mapping Coaching 182

ShepHyken

JANUARY 29, 2018

Each week I read a number of 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. If you want to stay in the game, you should keep up with the latest trends. Be easier to do business with, and you win.

Customer Service 232

Customer Service Enterprise Engineering Contact Center 232

Customer Service Life

JULY 23, 2021

In each “Oh Sh*t Kit”, you’ll find things like Tylenol, lip gloss, a scrunchie, hydrating face mask, sunscreen, body lotion, an electrolyte beverage, mints, tissues, bandaids and more. You just never know what will happen and you want to be prepared! And, we need to do it right! I need your insight!

Customer Service 132

Customer Service Education Feedback Best practices 132

CX Global Media

JUNE 22, 2017

Travel the world over and you’ll find that contact centers have some similar trials and tribulations attempting to deliver great customer service. So, you can bet that these little tips are certain to make your contact center rich with great customer experiences. Leader Rant. That is what we all do.

Contact Center 191

Contact Center Airlines Call Center Coaching 191

ShepHyken

NOVEMBER 7, 2016

I have added my comment about each article and would like to hear what you think too. Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. These leaders understand that by ensuring that 20% continues to buy from their company, their profitability is assured. by Graham Jones.

Customer advocacy 311

Customer advocacy Customer Service Marketing Management 311

PeopleMetrics

JULY 17, 2018

As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). In this book , you’ll see VoC more than any other term, though you can use each of these terms interchangeably. So, what is CX measurement or VoC?

Telecommunications 210

Telecommunications Wireless Surveys Feedback 210

Steve DiGioia

OCTOBER 8, 2015

With 20 years of hospitality experience he writes about what ‘true leaders’ can do to provide great customer service. When I joined the hotel business back in the 90’s, I was lucky to begin my career with great mentors. Why do so many companies fail at consistently achieving customer excellence?

Customer Service 222

Customer Service Coaching Employee engagement Call Center 222

Toister Performance Solutions

DECEMBER 2, 2021

Aren't those great?" You might not work for an iconic brand like Dr. Martens , but you can still turn your employees into brand evangelists. You might find them in sales, marketing, customer service, operations, or even finance. Why do you need employee brand evangelists? Scratch that. They just came in.

Customer advocacy 124

Customer advocacy Finance Customer centricity Sales 124

Russel Lolacher

MARCH 6, 2023

A few reasons why she is awesome — she is a speaker and consultant with 4 decades of experience in marketing, PR and advertising. She is the author of the book I’m STILL Not Done: It’s Time to Talk about Ageism in the Workplace” which was named one of INC Magazine’s 9 Books every Professional Should Read in 2019.

Advertising 98

Advertising Personalization Consulting Consulting 98

PeopleMetrics

JULY 20, 2020

After writing my book, Listen or Die , which outlined 40 lessons that turns customer feedback into gold, I often got the question: "what are the small handful of strategies that provide the biggest impact or provide the most insight on driving CX excellence?". Customer experience should be measured the same way - continuously.

Customer centricity 163

Customer centricity Feedback Surveys Consulting 163

Fonolo

JANUARY 11, 2022

To help you get there, we’ve compiled a list of what we deem the most helpful call center management books on the market. Our Top 7 Book Picks for Call Center Management: 1. Contact Center Management on Fast Forward: Succeeding in the New Era of Customer Experience (2019), Brad Cleveland . DID YOU KNOW?

Call Center 81

Call Center Marketing Management First call resolution 81