youre-doing-cx-all-wrong 
ShepHyken
SEPTEMBER 12, 2023
As customers, we appreciate it when someone we’re doing business with does more than we expect. As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. You don’t want to lose them, so don’t expect them to do more and don’t be upset when they don’t.
ShepHyken
JANUARY 4, 2023
And in the world of customer service and CX, there is much to be excited about. Companies Will Focus as Much – Maybe More – on Employees as They Do on Customers – With the employment issues that many companies are experiencing, we must do as much for our employees, if not more, than we do for our customers.
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Beyond Philosophy
AUGUST 22, 2020
Without the guide of “right” and “wrong” to direct us, we weigh the pros and cons and do the best we can. However, our brains can thwart our best efforts for an optimal outcome by focusing on the wrong things. Focalism is a reason we often make mistakes. Key Takeaways. Recommended Actions.
Beyond Philosophy
AUGUST 27, 2022
Intuition is a concept that plays a major role in decision-making for all humans. We also share some practical advice on how you can overcome your propensity to use instinct and combine it with rational processes to get the best possible outcome for yourself and your organization. Key Ideas to Improve your Customer Experience.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do. If you can’t identify it, you can’t fix it!
Beyond Philosophy
JULY 13, 2021
Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.
ShepHyken
JULY 7, 2021
It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? Many years ago, that’s all it was. Back in the day, Steve Jobs was very specific about how he wanted the unboxing of the company’s products to be an amazing CX.
Speaker: Jeremy Boudinet, Marketing Manager, Nextiva
Customer reviews and referrals are invaluable assets to a company--with them, you can build a worthy reputation, attract new customers, and improve your CX. But if you have to beg a customer to give a review or referral, you're doing it wrong. How to make your customer *want* to spread the word. And more!
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