ShepHyken

DECEMBER 27, 2022

The Power of Listening to Your Customers . Using Conversational Data to Enhance the Customer Experience . Shep Hyken interviews Amy Brown, founder and CEO of Authenticx , a software that listens, analyzes and activates customer voices at scale. Listen to your employees, too, not just your customers.

Healthcare 312

Healthcare Customer centricity Employee engagement Surveys 312

ShepHyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

Upselling 302

Upselling Self service Best practices Customer Support 302

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 334

Customer Service Customer centricity Government Upselling 334

ShepHyken

DECEMBER 17, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. My Comment: The title is a question that I’m often asked. and amazing customer service.

Customer Service 149

Customer Service Customer centricity Customer Experience Feedback 149

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. When I thought about it, there were some common telltale cultural signs organizations share that indicate where their focus lies. Natural companies are the opposite; they are “naturally” focused on the customer.

Customer centricity 428

Customer centricity Airlines Consulting Consulting 428

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. They are improving the customer (citizen) experience. Of course, there’s more!

Government 205

Government Customer Service B2B B2C 205

ShepHyken

JANUARY 2, 2024

Top Takeaways: Customers are smarter than ever before. They are judging your business based on the best experiences they’ve had from any industry, and it doesn’t matter if it’s B2B or B2C. Employee experience is as important as customer experience. ” “Never be complacent.

Customer Experience 217

Customer Experience B2C B2B Customer centricity 217

ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Positive experiences in one industry can shape customer expectations in others.

Benchmark 205

Benchmark Customer centricity Marketing Technology 205

ShepHyken

NOVEMBER 1, 2022

Serve and Sell Your Customers with An Amazing Digital CX. Creating the Digital Experience That Builds Trust with Your Customers. He shares how organizations can establish a strong digital brand identity, share knowledge, and create lasting relationships with their customers through social media platforms.

Personalization 296

Personalization Customer Service Sales Marketing 296

ShepHyken

JULY 27, 2021

Choose Your Customers. They discuss how companies can identify and focus on their most profitable customers. Top Takeaways: Businesses need to know which customers are most profitable for them and what value they can offer that makes them unique. Not all customers will bring more profit to your bottom line.

Customer centricity 240

Customer centricity Marketing Customer Service Management 240

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . However, we do love complaining about them, or at least I know I do. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. If you do, you are in the minority.

Customer centricity 437

Customer centricity Technical Support Consulting Consulting 437

ShepHyken

JANUARY 12, 2021

The New, Better Customer Experience. How to Drive a Customer-Centric Culture. They discuss strategies for creating customer-centricity by improving the employee and customer experiences. Top Takeaways: There are two halves to customer centricity.

Customer centricity 188

Customer centricity Customer Experience Customer Service 188

ShepHyken

AUGUST 21, 2023

Top Takeaways: • Customer obsession is a crucial aspect of every business, regardless of its size or industry. To provide exceptional customer service, it is essential to have a dedicated customer support team that is well-trained and equipped with the right tools and technology. .

Customer Experience 156

Customer Experience Marketing Customer centricity Chatbots 156

Beyond Philosophy

JULY 27, 2023

In other words, be genuine in your thoughts and actions. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! Now, this question is absurd. The answer to that last question is, it depends. So, what about AI? Now, it seems simple. It cannot be authentic.

Customer centricity 195

Customer centricity Personalization 195

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. The essence of effective leadership is the ability to ask discerning questions and act to cultivate an environment of growth and satisfaction.

Call Center 98

Call Center Gamification Coaching Employee engagement 98

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. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Journey mapping 307

Journey mapping Analytics Customer centricity Government 307

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. A salty spread and a sweet topping form a beloved sandwich. This partnership helps to activate the flywheel and propel growth from the existing customer base.

Chief Customer Officer 91

Chief Customer Officer Customer centricity Metrics CRM 91

ShepHyken

JUNE 12, 2023

Top Takeaways: TextExpander allows you to access all of the things your team needs at their fingertips. It also enhances communication internally and externally, making it easy for your team to delight your customers with less effort in less time. Up-to-date and consistent messaging ensures customer delight.

Customer centricity 156

Customer centricity Sales Customer Service Customer Experience 156

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. In order for leaders to be truly customer-centric, they must be immersed in the customer experience.

Customer centricity 188

Customer centricity Employee engagement Coaching Consulting 188

ShepHyken

MAY 24, 2022

Bridging the Gap between Company Culture and Customer Service. Investing in Customer Service. Shep Hyken interviews Michel Falcon, keynote speaker, owner of Brasa Peruvian Kitchen , and author of People-First Culture: Build a Lasting Company By Shifting Your Focus From Profits to People. He uses company?culture New York Times ?bestselling

Customer centricity 175

Customer centricity Customer Service Customer Experience Management 175

ShepHyken

MARCH 15, 2022

Six Ingredients for Transforming Your Business to Thrive. They discuss how to meet the growing expectations of the smart and savvy Me-centric customer. Customization: Consumers want to have a say in the products they want to spend their money on. Shep Hyken interviews Joel Bines, managing director and?global?co-head

Customer centricity 162

Customer centricity Consulting Consulting Technology 162

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. This means B2B firms should also focus on customer experience.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

NOVEMBER 3, 2020

Eradicating Mediocrity in Customer Service. How to End “Good Enough” Customer Service. They discuss Simplr’s latest CX research report and strategies for collecting and utilizing customer feedback to eliminate mediocre customer service. By not meeting those expectations, brands will let down and lose customers.

Customer centricity 336

Customer centricity Surveys Technology Feedback 336

ShepHyken

AUGUST 3, 2021

Top Takeaways: – The biggest insight is that the companies that figured out how to win have actually increased their gap with everybody else. And then, of course, are you focusing on delivering an excellent customer experience? – Customers are trading loyalty for convenience, status, and value.

Customer centricity 296

Customer centricity CRM Enterprise Personalization 296

ShepHyken

DECEMBER 14, 2021

We Are All Customers. 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. Customers really only care about problems solved. At the end of the day, we are all customers.

Customer centricity 162

Customer centricity SaaS Engineering Sales 162

ShepHyken

MARCH 18, 2022

She has spent the last 30 years in the customer experience profession and has a new book, Built to Win coming out on March 22. It means that the problem starts at the top, with your leadership team. Your culture rots from the head down, too. Your culture rots from the head down, too. Guess what? He is so right!

Customer centricity 162

Customer centricity Coaching Consulting Consulting 162

Beyond Philosophy

DECEMBER 19, 2017

The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging. How we think influences how we behave, especially as customers.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. Top Takeaways: What do we mean when we talk about AI for business? How is AI impacting customer service?

Government 162

Government Healthcare Customer Care Analytics 162

ShepHyken

OCTOBER 9, 2018

Listen To Your Customers… Or Die. How to Turn Customer Feedback Into Gold. They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization.

Customer centricity 258

Customer centricity Feedback Customer Experience Customer Service 258

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Customer Service 153

Customer Service Chatbots Self service Customer Care 153

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Winning means losing in the game of customer retention by Linda O’Grady.

Construction 230

Construction Customer Service Feedback Customer retention 230

ShepHyken

MAY 28, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic.

Customer Service 162

Customer Service Customer centricity B2C Government 162

ShepHyken

DECEMBER 30, 2019

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Using Social Media to Connect with Your Most Loyal Customers by Michael A.

Customer Service 278

Customer Service Customer centricity Marketing Self service 278

ShepHyken

AUGUST 10, 2021

Customer Insight. Top Takeaways: – The new technology, artificial intelligence, reads and analyzes all support conversations, regardless of channel, and even tags them with reasons. – Customers’ input is as critical as what prevents them from checking out, purchasing something, or returning anything.

Customer centricity 211

Customer centricity Technology Accountability Customer Experience 211

ShepHyken

SEPTEMBER 11, 2020

He provides tips and insight on the future of your business and your customers’ expectations. This evolution has a huge impact on the interactions between companies and customers. This is the time for your organization to stand up. It’s not about changing the world, it’s about changing YOUR world.

Customer Experience 322

Customer Experience Customer centricity Government Healthcare 322

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G.

Customer Service 120

Customer Service Benchmark Customer centricity Customer Experience 120

ShepHyken

JANUARY 30, 2023

Top Takeaways: Learn from outside of your industry. You will commoditize what you offer if you only learn the best practices and strategies within your industry. Your customers don’t compare you to your direct competitors. Improving the quality of customer support experiences.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156