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

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

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 CX AI Technology 116

Customer Think

APRIL 4, 2023

(Notice: ChatGPT’s creators, OpenAI, in mid-March launched an advanced version, GPT-4, that is “more capable and accurate than the original ChatGPT,” according to The New York Times.) But can they ensure a better customer experience for retailers? ChatGPT is about to learn the truth. ChatGPT […]

Retail 16

Retail Customer Experience Technology Technology 16

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Those benefits should be crystal clear to your customers.

CX 141

CX Technology Technology Customer Experience 141

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.”. Maybe it could even adopt a new motto: Pay Less – But still get great service.

Customer Loyalty 167

Customer Loyalty Start-ups Customer Experience CX 167

Steven Van Belleghem

FEBRUARY 24, 2021

Neil Patel is a New York Times bestselling author and one of world’s top marketers. The channel offers a continuous stream of fresh content about customer experience, customer service and customer centricity in a digital world.

CX 98

CX Customer Experience Social Media Innovation 98

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The New York Times ran an article, “ Why You Hate Work ” that explains that the way we are working isn’t working for today’s employees. To me, a great Customer Experience is only provided through employees that are engaged.

Customer Experience 164

Customer Experience 164

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. They discuss how companies can create a great end-to-end customer experience and enhance productivity through process mapping.

Customer Service 137

Customer Service CX Customer Experience 137

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 28, 2021

Utilizing Customer Experience as a Sales Tool. They discuss how brands can provide value to their customers during uncertain times. Top Takeaways: When you create good experiences, especially during tough times, you are providing value beyond the product that you are selling. New York Times ?bestselling

Sales 128

Sales Customer Expectations Customer Service Customer Experience 128

Beyond Philosophy

DECEMBER 20, 2019

Yogi Berra, the New York Yankees Coach once said, “Predictions are hard, especially about the future.” However, they can also be helpful, especially if you are trying to plan for a new year. I have been in the Customer Experience industry since before there was such a thing. What is Important in 2020?

Customer Loyalty 127

Customer Loyalty Customer Retention Customer Experience 127

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score CEM Gambling Social Media 167

Myra Golden Media

FEBRUARY 24, 2022

The New York Times said that. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy. Enroll anytime. .

Customer Service 133

Customer Service Customer Experience 133

Shep Hyken

JULY 28, 2021

Your people must understand what is expected and what drives the experience you’re trying to provide. It’s ongoing reinforcement of the goal for the customer experience you want to provide. Some organizations have daily meetings where customer service and experience are brought up, even if just for two or three minutes.

Customer Service 140

Customer Service Start-ups Customer Experience 140

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. Research even suggests that it depends. Moreover, it was substantial.

Start-ups 110

Start-ups Entertainment Customer-Centric Organization Sales 110

Shep Hyken

JULY 26, 2022

Customers want speed and an easy experience, but that doesn’t matter if they don’t get the answer to their question or their problem resolved. Deon Nicholas also talks about the three elements that organizations must have to deliver the ultimate customer experience. Shep Hyken is a customer service and experience expert,?

Real Estate 127

Real Estate AI Customer Service Technology 127

Shep Hyken

SEPTEMBER 1, 2021

Our customers are smarter than ever when it comes to customer service and receiving a great customer experience. They are forcing everyone in business to up their game, and that’s great for us as customers. . It offers convenience, communication, delivery, customer support and more. Here is the point.

B2B 129

B2B Healthcare Retail Gaming 129

Shep Hyken

AUGUST 31, 2021

The Experience Maker. Creating Consistent Exceptional Customer Experiences. Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. They discuss how to create experiences that customers want to talk about. Think about the customer in every decision.”

Social Media 129

Social Media Customer Experience Customer Service 129

Shep Hyken

JULY 21, 2021

I informed them that being nice is the backbone of the customer experience and that it’s common sense. Without this rudimentary concept, your best efforts in providing the customer a good experience are tainted. Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author.

Customer Service 145

Customer Service Start-ups Customer Experience 145

Beyond Philosophy

AUGUST 18, 2015

The thing about these three concepts is everyone is victim to them from me to you to the Governor of New York. Discovering What Customers Don’t Know Themselves. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Gaming 165

Gaming Customer Experience Customer Service 165

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

Customers That Stick

JANUARY 30, 2020

Check out the video below to hear Adam’s one win that you can take away from Finish to improve your organization’s customer experience and customer service. FROM THE PUBLISHER: From New York Times bestselling author Jon Acuff, a book for those who want relief from always starting and never being done.

Start-ups 113

Start-ups AI Customer Service Customer Experience 113

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. Here are my top five picks from last week.

Customer Service 133

Customer Service Customer Loyalty CX Customer Experience 133

Experience Investigators

AUGUST 6, 2024

Special Co-host David Avrin joins Jeannie Walters on Experience Action to highlight current events and innovations in customer experience (CX) and discuss their impact for CX leaders. What would our world look like if businesses prioritized protecting their service workers from abusive customers?

CX 112

CX Entertainment Innovation Customer Experience 112

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

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 8, 2021

The other day my friend asked me, “Is mediocrity the new customer experience?” He mentioned how he’s had to wait longer when he called customer support and that there weren’t enough cashiers at the grocery store. . I said, “You are a victim of skimpflation.” . Follow on Twitter: @Hyken.

Customer Service 132

Customer Service Customer Experience 132

Beyond Philosophy

MARCH 27, 2017

But Jones’s departure, in my view, is just a symptom of the larger problems that are dragging down Uber’s reputation and, ultimately, its customer experience. And there was the New York City taxi driver protest of the U.S. Here’s what I see as the two main issues for Uber, from a customer experience perspective.

Retail 135

Retail Engineering Customer Experience 135

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. Follow on Twitter @Hyken.

Social Media 166

Social Media Engineering Customer Service CX 166

Shep Hyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. I was reading an article about customer retention, and it prompted me to start a list of ways to make customers feel special, want to come back, and even want to share their experience with friends, family, and colleagues.

Invoicing 115

Invoicing Education Start-ups Customer Retention 115

Shep Hyken

JULY 20, 2022

I’m going to break just a bit from my typical customer service/customer experience ideas and share another lesson: Different is better than better. . And if what makes you different is important to your customers, they will want to be a part of your world. . Follow on Twitter: @Hyken.

Contact Center 126

Contact Center Customer Service Customer Experience 126

Shep Hyken

AUGUST 24, 2021

. – Customer Success is about continuously finding ways to add value and ensure that your customers are maximizing the features and benefits of products or services that they bought from you. ” “If you have the information such as trends, customer behavior, and feedback, use it to proactively serve your customers.”

Customer Retention 126

Customer Retention Customer Service Customer Experience 126

Shep Hyken

JUNE 1, 2022

As I read the article, I thought that another way to position this concept, as it applies to the customer experience, is something I now refer to as feedback narcissism. . Positive ratings may indicate you did a great job for the customer. Fish for ways to make the customer experience better. Feedback is a gift.

Customer Experience 116

Customer Experience Customer Service Customer Feedback 116

Beyond Philosophy

JUNE 19, 2017

As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.” As I’ve said many times, to build long-term value in a company, you MUST focus on the customer and deliver a positive customer experience.

Customer Satisfaction 129

Customer Satisfaction Customer Experience Customer Service 129

Shep Hyken

JULY 6, 2021

To create self-leaders, the leaders of the company need to provide support and empower their front-line employees to say, “Yes” Empowerment is providing a space for your employees to take risks (within limits and expectations set by your organization) and use their gifts to create a great customer experience.

Customer Service 121

Customer Service Customer Experience 121

Shep Hyken

JULY 19, 2022

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. Utilizing customers to help other customers does not displace traditional contact center workers.

Contact Center 112

Contact Center CX Innovation Customer Service 112