ShepHyken

JANUARY 11, 2019

This week we feature an article by Agi Marx who shares 3 ways to close the customer feedback loop to prevent churn and increase revenue. – Shep Hyken. What is the customer feedback loop? Customer feedback loop is the practice of responding to customers meaningfully when they leave feedback.

Feedback 234

Feedback Surveys Technical Support Personalization 234

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. And I’m quite certain that my experience was not unique.

Scripts 230

Scripts Employee engagement Customer Service Customer Experience 230

ShepHyken

SEPTEMBER 22, 2017

This week we feature an article by Josh Linkner about the DMV, The Department of Motor Vehicles, experience. The location he writes about is a great example of how to provide an Amazing customer experience! – Shep Hyken. When you think of terrible customer service, what types of companies come to mind?

Wireless 202

Wireless Government Entertainment Airlines 202

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Advertising 195

Advertising Customer Experience Feedback Sales 195

JivoChat

AUGUST 22, 2023

Learning how to start a travel blog will help you share your passion for visiting different places and getting to know cultures from other countries all around the world. You can also give tips about how to organize a trip, save money traveling, and prepare the luggage for different places and seasons of the year, for instance.

Engineering 75

Engineering Analytics Best practices Customer Support 75

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken.

Customer centricity 232

Customer centricity Feedback B2C Customer Experience 232

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. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Check out our thoughts on customer focus.

Customer Service 237

Customer Service Scripts Customer Experience Personalization 237

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. It’s interesting how the scores determine the ranking.

Customer Service 355

Customer Service Government Customer Experience Marketing 355

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Shep Hyken.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

SEPTEMBER 29, 2017

This week we feature an article by Doug Bell who writes about how leaders can optimize their company’s customer experience. It is important to have a plan in place for managing the customer experience and having a customer-focused culture. – Shep Hyken. A Simple Playbook for Managing Customer Experience.

Employee engagement 135

Employee engagement Feedback Customer Experience Management 135

ShepHyken

JULY 8, 2016

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. Are customer experience stories growing in your companies’ marketing?

Customer Experience 189

Customer Experience Marketing Personalization Management 189

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 221

Government Technology Benchmark call center software 221

ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. It was roughly about three years ago when I started developing Bornevia, a customer service help desk software, along with my team. Shep Hyken.

Best practices 204

Best practices Customer Service SaaS Education 204

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

SaaS 64

SaaS Customer centricity B2B Best practices 64

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 80

Customer Experience Brand ambassadors Self service Chatbots 80

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. Ahearn’s background was in the insurance industry.

Consulting 420

Consulting Consulting Personalization Accountability 420

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . Still, the most significant one to them was whether the customers came back again.

Airlines 274

Airlines Feedback Self service Best practices 274

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Customer centricity 182

Customer centricity Banking Education Contact Center 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Others collect travel experiences, dolls, toys, electronics, video games.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Others collect travel experiences, dolls, toys, electronics, video games.

Customer Service 182

Customer Service Consulting Consulting Metrics 182

Toister Performance Solutions

DECEMBER 2, 2021

There's something amazing about being served by an employee who loves the brand they represent. Their enthusiasm made it far easier to connect with customers and assist them. You might find them in sales, marketing, customer service, operations, or even finance. Now, imagine that customer is also an employee.

Customer advocacy 125

Customer advocacy Finance Customer centricity Sales 125

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop. Was it easy?

Journey mapping 195

Journey mapping Consulting Consulting Personalization 195

SharpenCX

NOVEMBER 23, 2021

As you prepare for the new year, you’re setting goals and thinking through how to get ahead of your competitors. Grab a cup of coffee, snuggle up in a comfy chair, and get ahead in the customer service industry. Discover how you can continue to deliver the best customer experience and how you can better lead your call center.

Customer Service 128

Customer Service Morale Contact Center Call Center 128

Beyond Philosophy

AUGUST 28, 2017

The eclipse is a good example of the way our experiences are influenced by our memories. This is a critical issue for any company that is serious about improving its customer experience. How Our Memories are Formed. How did I feel at the end? How did I feel at the end? The eclipse was amazing!

Consulting 282

Consulting Consulting Customer Experience Call Center 282

ShepHyken

JUNE 20, 2017

John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. In order to influence your customers, trust is crucial.

Marketing 179

Marketing Management Customer Service 179

aircall

NOVEMBER 15, 2022

One of my most memorable experiences so far was when I got the opportunity to be a part of a virtual hackathon experience during my first month at Aircall. How would I contribute to any team’s idea? . At Aircall, our mission is to create solutions that promote inclusivity. Such is the magic of engineering hackathons.

Engineering 124

Engineering Surveys Personalization Management 124

Totango

APRIL 1, 2022

When it comes to creating winning customer experiences, consistency is key. Your customers should experience the same level of quality from your company at each stage of their journey and from each department in your organization. Break Down Data and Collaboration Silos. Gain Instant Clarity Without the Guesswork.

Customer Experience 119

Customer Experience Feedback Enterprise Accountability 119

Beyond Philosophy

JUNE 2, 2016

But how do you consistently make your customers happy? As customer experience consultants, we know that happiness is one of the key emotions that drives short term purchases and longer term brand loyalty. Anticipation, Experience and Memory. These sorts of transitions are vital to creating a sensory journey.

Consulting 283

Consulting Consulting Banking Customer Experience 283

Beyond Philosophy

NOVEMBER 22, 2017

Organizations love to talk about building relationships with customers. How do we make it work? Here are six principles that you can apply to your relationships with customers. Here are six principles that you can apply to your relationships with customers. These are not the kinds of relationships I want to be a part of!

Airlines 339

Airlines Consulting Consulting Advertising 339

CX Accelerator

OCTOBER 26, 2019

Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Clearly, I had what Rachelle Dever , a thought leader in customer experience, calls “emotional affinity” with basketball. Others collect travel experiences, dolls, toys, electronics, video games.

Customer Service 140

Customer Service Consulting Consulting Metrics 140

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse? Forget wows.

Customer Service 142

Customer Service Surveys Consulting Consulting 142

ClientSuccess

JANUARY 3, 2023

As a customer success team, it’s essential to stay agile and in tune with your customers’ evolving needs. To truly understand what your customers value and appreciate about your products, services, or offerings – as well as their experience with you – requires engaging directly with them.

Best practices 81

Best practices Consulting Consulting Metrics 81

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

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. The information that Vala shares through his articles and blogs is always spot on. Here are my top five picks from last week.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185