SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

PeopleMetrics

OCTOBER 25, 2017

Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. The ROI customer experience.

CEM 122

CEM Customer Experience VOC Government 122

Beyond Philosophy

APRIL 26, 2017

Race Through New York With Jimmy Fallon instead has a “virtual line.” Eliminating lines is a huge step forward for theme parks’ customer experience. But even so, waiting in line has remained very much a part of the theme park experience. Tapping into Customer Emotions. Please share in the comments box below.

Technology 113

Technology Technology CX Touchpoint 113

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). And as popular as CX is, there’s a somewhat new concept that has been coming on strong for the past five years, and that’s the employee experience (EX). Follow on Twitter: @Hyken.

Customer Experience 116

Customer Experience AI CX Technology 116

Beyond Philosophy

NOVEMBER 17, 2015

Kate Spade New York has their hand in many types of luxury items these days, from handbags to clothing to fragrance to stationery. A great new retail strategy. Consumers for the luxury brand can look forward to a change in their experience. What other luxury retail experiences deliver their brand promise in spades?

Retail 127

Retail Sales Customer Experience CX 127

Kerry Bodine

JUNE 20, 2015

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 97

CEM CX Contact Center Customer Loyalty 97

Beyond Philosophy

NOVEMBER 30, 2016

This is, of course, a terrible customer experience. One car rental company seems to have taken this to a new level. According to the New York Times , Payless Car Rental has a pattern of “pointlessly antagonizing its customers.”. Act Now to Torn Customer Pain Points into Pleasurable Profits.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

Shep Hyken

JULY 20, 2021

The End-to-End Customer Experience. Improving CX through Customer Workflows. Shep Hyken interviews John Ball, the Executive Vice President and General Manager of Customer Workflows at ServiceNow. Customers are more accepting when problems occur if they are given enough information, even before they ask for it.

Customer Service 137

Customer Service CX Customer Experience 137

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. What You Must Know about Choice Architecture in Your CX. A couple of principles about Choice Architecture are essential to keep in mind when designing it into your Customer Experience strategy.

CX 126

CX Customer Experience 126

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there?

Net Promoter Score 94

Net Promoter Score CX Customer Experience 94

Execs In The Know

JUNE 7, 2023

Outsourcing customer experience (CX) functions has become increasingly popular as organizations strive to streamline operations and enhance customer satisfaction. In an era where customers hold the power, their experience with a brand can make or break its success. Let’s dive in.

CX 85

CX Compliance Artificial Intelligence AI 85

Shep Hyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. Customer Experience Starts – and Stops – With Emotions by Kristi Knight. Can you meet it?

Customer Service 131

Customer Service Social Media CX Customer Experience 131

Shep Hyken

JULY 5, 2021

Each week I read many customer service and customer experience articles from various resources. Experience Hotel Blog) The Experience Hotel team decided to conduct a survey on the impact of the different types of emails you can send to your customers. This article focuses on how the EX impacts the CX.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Shep Hyken

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. Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. Are You Using these Customer Experience Power Phrases?

Customer Service 129

Customer Service Government CX Start-ups 129

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He spoke about From CX to Distinctive Experiences in a presentation and Q&A session.

Customer Journey Map 156

Customer Journey Map CX Innovation Customer Relationship Management 156

Shep Hyken

JULY 19, 2022

The Gig CX. Employing Brand Advocates to Improve Customer Experience. Shep Hyken interviews Megan Neale, Co-founder and COO of Limitless , a Gig CX platform that empowers people to earn money by providing brilliant customer service. Shep Hyken is a customer service and experience expert,?

Contact Center 112

Contact Center CX Innovation Customer Service 112

SurveySensum

MARCH 12, 2025

They want to compare customer satisfaction on two international routes: New York – Alaska (Route 1) and New York – Uganda (Route 2). Using cross-tabulation, they analyze feedback across key touchpointscheck-in, in-flight service, post-flight experience, and baggage handling.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Actionable Insights NPS 52

Shep Hyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. This is the kind of thing that creates CX legends. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Shep Hyken

SEPTEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. What Is Customer Loyalty and Retention (And 3 Tips for Improvement) by Scott Clark. Florida Butcher Shop Installs Vending Machine to Serve Customers 24/7 by Retail Customer Experience.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Beyond Philosophy

SEPTEMBER 7, 2015

Shep Hyken is a customer service and experience expert and New York Times bestselling author. The post Seven Ways to Engage Your Customers Using Social Media appeared first on Beyond Philosophy | CX Consultants | Customer Experience. Find more information at www.Hyken.com.

Social Media 166

Social Media Engineering Customer Service CX 166

Shep Hyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. They also need to win them over — a process that starts and ends with a good customer experience (CX).

Customer Service 21

Customer Service Social Media Contact Center CX 21

Shep Hyken

JULY 19, 2021

Each week I read many customer service and customer experience articles from various resources. Should the Chief Experience Officer Cease to Exist? How Consumers Now Define a Good Customer Experience by Jack M. My Comment: How do our customers define a good customer experience?

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Shep Hyken

DECEMBER 27, 2022

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. Top Takeaways: Customers want to be empathized with and understood by the brands they interact and do business with.

Healthcare 111

Healthcare VOC Customer-Centric Organization Voice of the Customer 111

Beyond Philosophy

SEPTEMBER 26, 2019

Berger’s research team looked at The New York Times positive and negative reviews of books and how those review affected sales. For example, if the author was well-known before the review and got a bad report in The New York Times, it hurt sales. Are those comments as bad news? Using Attention to Improve Your CX.

Start-ups 110

Start-ups Entertainment Customer-Centric Organization Sales 110

Shep Hyken

JANUARY 10, 2023

B2B or B2C…CX is CX . Putting the Human Experience First as a Business Strategy. Shep Hyken interviews Carla Guzzetti, Senior Vice President for Experience and Product Messaging at Extreme Networks. Top Takeaways: Diversity is key to delivering a quality customer experience.

B2C 20

B2C B2B Innovation CX 20

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Sharpen) Microsoft says 90% of Americans use good customer service as a factor when deciding whether to do business with a company.

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Shep Hyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? That said, our friends at Stella Connect recently posted an article with seven tips on how to run a successful customer service training program.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Beyond Philosophy

OCTOBER 2, 2017

The New York Times reports that studio executives aren’t fans of the way the website aggregates reviews from critics and audience members. Emotional Signature is one of the building blocks of a customer-centric strategy that leads to better customer experiences and greater value for a company.

Customer Retention 133

Customer Retention Customer Feedback Customer Experience CX 133

Shep Hyken

MARCH 16, 2022

Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service , which is: . They don’t come back.? . Notice that I put the word almost in the definition.

Customer Service 104

Customer Service CX Customer Experience Customer Loyalty 104

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Beyond Philosophy

MARCH 2, 2016

New York and California residents talk the most; Oklahoma and Kansas residents talk the least. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least. Every organization has customer groups. Customer Experience improvement is always a moving target.

Customer Experience 111

Customer Experience Customer Experience Management CX Technology 111

Shep Hyken

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.

Social Media 98

Social Media CX Customer Service Sales 98

Hodusoft

NOVEMBER 27, 2024

Customer loyalty is the key. In the words of Shep Hyken, world-renowned customer service and CX expert, researcher, award-winning keynote speaker, and a New York Times and Wall Street Journal bestselling author, “There is a big difference between a satisfied customer and a loyal customer.

Customer Loyalty 52

Customer Loyalty Contact Center E-commerce Omnichannel 52

Doing CX Right

MARCH 2, 2024

Stacy Sherman and featured guest, Greg Mckeon, New York Times best selling author, explain how to make customer experiences effortless. The post How to Design Effortless Customer Experience and Remove Roadblocks appeared first on Doing CX Right. Listen to podcast now.

Customer Experience 52

Customer Experience CX Customer Service 52

Beyond Philosophy

FEBRUARY 10, 2016

#Hateselling announces there is a problem with your Customer Experience. Of the many ways a Customer feels when they interact with your organization that drive value for your bottom line, do you think “feeling hated” is one of them? Again, “feeling miserable” is not an emotion that fosters Customer loyalty and retention.

Voice of the Customer 104

Voice of the Customer Customer Loyalty CX Customer Experience 104

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Clarifying the Customer Experience to be Customer Obsessed.

Pharmaceutical 70

Pharmaceutical CX VOC Finance 70