The Customer Experience Is Your Best Marketing

ShepHyken

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Both are part of the customer experience (CX). What is marketing?

5 Top Customer Service Articles For the Week of October 17, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. 80% of Customer Loyalty is Driven by These 3 Service Attributes by Adam Ramshaw.

5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

10 Most Popular Customer Experience Posts – 2016

Andrew Mcfarland

Revitalize how you think about and act on improving the customer experience at your business in 2017 by reviewing the 10 Most Popular Customer Experience posts of 2016. Best Practices Customer Experience Most Popular Top 10

5 Top Customer Service Articles For the Week of December 5, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. 3 Vital Trends For Your Mobile Experience by Colin Shaw.

5 Top Customer Service Articles For the Week of October 10, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. When a flying experience goes south, travelers feel desperate for help and seek the reassurance that it will all work out.

Guest Blog: Persona-lizing the Customer Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service.

5 Top Customer Service Articles For the Week of October 3, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Customer Service Week: Appreciating Clients and Employees Gives You an Edge by Sandra Idossou. My Comment: This week is International Customer Service Week.

5 Top Customer Service Articles For the Week of November 21, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer?

5 Top Customer Service Articles For the Week of October 24, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Customer Service Lessons from the Pump by Jeremy Watkin.

5 Top Customer Service Articles For the Week of November 28, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers.

Get Ready to Transform Customer Experiences at ICUC 2016

NICE inContact

Here are five ways to get ready to transform customer experiences at ICUC 2016: 1. Check out our agenda to customize your ICUC experience. User Experience Lab. We continually look for feedback to improve our solutions to help you define and enhance the user experience. Who better to actually test-drive new features and improvements than our customers? Please note: Openings in the User Experience Lab are limited.

5 Top Customer Service Articles For the Week of September 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers.

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Top Customer Experience Trends for 2016

Provide Support

Customer experience trends 2016. Customer experience is becoming more and more important for companies over the years. The reason is, it has become the key differentiator.

Your Secret Weapon for Hiring the Best Talent in 2016

Beyond Philosophy

Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. You likely associate each of them with a positive employee experience.

3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV

Callminer

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. The post 3 Key Takeaways From #CallCenterWeek 2016 in Las Vegas, NV appeared first on CallMiner.

5 Top Customer Service Articles For the Week of September 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service.

Naked Dining: A Different Customer Experience

Beyond Philosophy

Will this bring a totally new meaning to the term The Naked Chef normally associated with Jamie Oliver and a whole new concept in customer experience. London Restaurant Brings a Different Customer Experience. Blogs Customer Experience

7 Tips for Providing Exceptional Customer Experiences

Callminer

If your company isn’t taking the customer experience seriously, you should be. Research shows, by 2020, the customer will manage 85% of his or her experience with an enterprise without interacting with a human.

5 Top Customer Service Articles For the Week of June 6, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. 4 Ways Innovative Companies are Changing the Face of Customer Service by Laura Norman. Salesforce) Here are four ways innovative companies are supporting customers differently (and how you can too.).

Truth Bared about the Realities of Customer Experience Implementation!

Beyond Philosophy

Consorsbank, Lufthansa, and Zalando—three very different companies—have both undertaken a Customer Experience improvement program. Econsultancy heard from the people working on the Customer Experience improvement efforts. Products (and services) are part of an experience.

5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.

5 Top Customer Service Articles For the Week of December 19, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. Next in Tech) Consumers and business buyers expect emerging tech to change their experience with your company.

5 Top Customer Service Articles For the Week of December 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

A Big Trend in Customer Experience (CX): Convenience

ShepHyken

In a competitive business world, price, selection, customer service and innovation are major reasons customers might choose one company over another. Many will argue that convenience is part of customer service or the customer experience. Competitive Strategy.

Embrace New Ways of Thinking in 2016

Beyond Philosophy

We have had a significant increase in the number of organizations contacting us for help with their Customer Experience program. Results will continue to plateau as long as people only look at the rational parts (Product, Price, Promotion, and Placement) of a Customer Experience.

Why Arianna Huffington’s Move Is Good for Customer Experience

Beyond Philosophy

In our customer experience consultancy, we see employee stress and burnout as barriers to providing an exceptional customer experience. Our research has shown that there are 20 emotions that drive customer experience. Blogs Customer Experience

5 Top Customer Service Articles For the Week of July 11, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Want Customer Loyalty?

5 Top Customer Service Articles For the Week of August 8, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience.

5 Top Customer Service Articles For the Week of June 12, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. How Twitter’s Recent Changes Affect Customer Service by Dan Gingiss. My Comment: Twitter has become an important customer service channel.

Stop Making These Mistakes with Your Customer Experience

Beyond Philosophy

There is a hidden experience every Customer has with you. If you haven’t uncovered what it is, then you are probably making a huge mistake with your Customer Experience. When it comes to having a great Customer Experience, all organizations have made mistakes.

5 Top Customer Service Articles For the Week of July 4, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter?

Guest Blog: My Best Examples of Customer Experience Stories

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well.

5 Top Customer Service Articles For the Week of July 25, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. An Amazing Experience: Personalize your CX Today!

5 Top Customer Service Articles For the Week of June 27, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service.

5 Top Customer Service Articles For the Week of June 20, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity.

Guest Blog: Breaking Out of Your Customer Experience Comfort Zone

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Tom Hoffman shares a personal story that translates into a great lesson for the customer experience. We must always be looking for new and different ways to improve upon the customer experience.

The Global State of Customer Experience 2016

CSM Magazine

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. A look at the leaders within customer experience and what you can learn from them.

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10 Silos Impact Customer Experience

ClearAction

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. Customer Experience Boggle Busters for Channel Silos.

5 Top Customer Service Articles For the Week of August 1, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. My Comment: Social media enhances the customer experience. I’m still amazed at the companies that aren’t taking advantage of engaging with their customers through social.