Myra Golden Media

DECEMBER 5, 2018

When Eli, a twenty-something lively man from New York with toasted-almond skin and tinted glasses entered my dad’s hospital room, he changed the atmosphere. Make sure your customer-facing employees aren’t too overwhelmed with tasks to talk to and genuinely serve customers.

Hospitality 83

Hospitality Hospitality Customer Relationship Customer Experience 83

ECXO

AUGUST 2, 2023

Who is Shep Hyken: He is the Chief Amazement Officer at Shepard Presentations, one of the most important and respected experts in Customer Experience and Services worldwide, and among the best inspirational speaker around the globe. Shep Hyken is a customer service and experience expert.

Customer Journey Map 156

Customer Journey Map CX Innovation Customer Relationship Management 156

Shep Hyken

DECEMBER 7, 2021

They discuss how businesses can be vigilant against complacency by safeguarding success and customer relationships. The more success we have in our customer interactions, the more we get overconfident. We become vulnerable to taking customer relationships for granted. New York Times ?bestselling

Customer Relationship 61

Customer Relationship Customer Service Customer Experience 61

Shep Hyken

AUGUST 23, 2021

How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. Bluleadz) At the end of the day, you can invest all you want in fancy customer relationship management (CRM) tools and omnichannel communications. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 17

Customer Service Retail Omnichannel Customer Loyalty 17

Customer Experience Matrix

OCTOBER 8, 2010

On Thursday, the New York Times reported speculation that Microsoft could buy Adobe. Here’s how I think of things: If you consider software applications from the view of customer relationships, they form a set of nested circles -- or perhaps a pile of doughnuts seen from above. Coincidence? Yeah, probably.

CRM 91

CRM Start-ups Customer Relationship Sales 91

Aquire

JANUARY 6, 2022

Imagine, for example, that an airline check in is particularly busy at an airport in New York and all of their gate agents are rushed off their feet. In that case, a gate agent in Arkansas could jump in to assist a passenger in New York via video chat and help smoothen the process.

Customer Service 98

Customer Service Social Media Technology Technology 98

Shep Hyken

SEPTEMBER 28, 2022

With more than 20 years of international experience in business consulting, Mita has been part of leading programs that help drive revenue and competitive advantage using customer strategy. Shep Hyken is a customer service and experience expert,? New York Times ?bestselling Why should you invest in customer experience?

Business Consulting 65

Business Consulting Customer Service CX Customer Relationship 65

Shep Hyken

JULY 26, 2021

Even if you don’t have a large contact/customer support department, you will get something out of this article, especially the first section which highlights just how important and skilled someone on the front line needs to be. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 92

Customer Service Contact Center Customer Retention AI 92

Customer Experience Matrix

MAY 7, 2007

Now that we’ve cleared that up, I’d like to point out that today’s New York Times has not one but two articles on mobile marketing. The New York Times , May 7, 2007, Business Day, page C1) and the other is inside (“Cellphones Tailored for Any Organization”, The New York Times , May 7, 2007, Business Day, page c7).

Non-Profits 48

Non-Profits Customer Experience Management Customer Relationship Customer Experience 48

Customer Bliss

NOVEMBER 8, 2018

Rigor is a B2B vendor, and Francis has a special place in his heart for cultivating vendor-customer relationships. After his experience at Bank of New York, Francis developed a new passion for delivering customer-driven vendor services, that focused more on the specific business needs of the clients once he became the CCO at Rigor.

B2B 58

B2B CX Start-ups Engineering 58

Confirmit

DECEMBER 13, 2018

Customer relationships – whether in the B2B or B2C worlds should never be about who holds the power. It formed a large part of the conversations we had at our recent Insurance Summit in New York. Consider also that this is a message going to out CX professionals during the “season of giving” Again, ouch.

B2C 61

B2C B2B CX Voice of the Customer 61

Intercom, Inc.

MARCH 8, 2018

Today with Empire Selling he’s helping B2B companies drive revenue and deepen customer relationships through digital and social selling training. We’re essentially helping B2B companies drive revenue and deepen customer relationships through digital and social selling training.

Social Media 186

Social Media Sales Start-ups B2B 186

TeamSupport

FEBRUARY 11, 2021

magazine, Micah Solomon is “the world’s #1 customer service turnaround expert”—the person whom companies call on to transform their customer service and build a true customer service culture. Bloomberg BusinessWeek , CNBC, the Harvard Business Review, the New York Times, and the Washington Post.

B2B 85

B2B Retail Customer Service AI 85

Hodusoft

NOVEMBER 27, 2024

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

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. A New York Times and Wall Street Journal bestselling author, Shep Hyken is the Chief Amazement Officer of Shepard Presentations.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Shep Hyken

DECEMBER 14, 2021

They discuss how CX practitioners can put what they know about communication from their personal relationships into their customer relationships. Top Takeaways: Here is something brands and even CX practitioners often forget – customers just want to get things done. New York Times ?bestselling

Contact Center 57

Contact Center Omnichannel CX Engineering 57

Shep Hyken

AUGUST 9, 2022

Customer Support Vs Customer Success. Building Customer Relationships After the Deal is Closed. Shep Hyken interviews Sam Cummings, award-winning Customer Success Manager, Data Scientist, and co-founder of Data Plant. Top Takeaways: What is the difference between customer support and customer success?

Customer Relationship 52

Customer Relationship Customer Retention Customer Service Customer Experience 52

Shep Hyken

DECEMBER 21, 2021

In the age of digital transformation, companies must find ways to eliminate customer service and experience avoidance and create a seamless customer experience with technology and customer relationships. Customers want to feel like they are moving towards progress when they are calling about a problem.

Technology 61

Technology Technology CX Customer Service 61

Shep Hyken

OCTOBER 10, 2022

7 Tips for Successfully Embedding Customer-centric Governance Into Company DNA by Meygan Gerber. EHL Insights) Today’s business world requires companies to put customers in the driving seat. Usher in customer-centricity. What Has Changed in Customer Service? Amazing Business Radio showed up again.

Customer Service 11

Customer Service Touchpoint Customer-Centric Organization CX 11

ClientSuccess

OCTOBER 10, 2018

4) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. 5) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City. Don’t focus on making your customers happy. If you learn nothing else, learn to listen.

Start-ups 70

Start-ups Business Consulting Customer Relationship Management Engineering 70

Callminer

NOVEMBER 6, 2019

. “Citrix Systems, for example, which serves 330,000 organisations worldwide, has used predictive analytics to uncover the fact that sales were stronger when sales representatives followed up with customers to provide additional support, dispelling the widely held notion that time spent on support takes away from time spent on sales.

Sentiment Analysis 140

Sentiment Analysis Non-Profits Sales Engineering 140

Shep Hyken

NOVEMBER 7, 2022

Because if you aren’t showing your customers that you love them, you can bet someone else is knocking at the door to show them just how important they are. The author plays off of Gary Chapman’s international bestselling book, “The Five Love Languages,” and applies the ideas to our customer relationships.

Customer Service 14

Customer Service Outlook Customer Loyalty CX 14

Shep Hyken

FEBRUARY 28, 2022

Fidelum Partners) As the COVID-19 pandemic subsides, we need to change the way we think about and build companies, brands and customer relationships. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Shep Hyken

NOVEMBER 28, 2022

(G2) Advocacy marketing is the process of turning customers into brand advocates. An advocacy marketing strategy helps build mutually beneficial customer relationships with customers, promote your brand, and reach your target audience more effectively. It’s an essential component of any digital marketing strategy.

Customer Service 11

Customer Service Contact Center Social Media Manufacturing 11

TeamSupport

JANUARY 9, 2024

1980s-1990s: The Dawn of CRM Software The next two decades saw the adoption of computerized systems for customer support. Companies started using customer relationship management (CRM) software to manage customer information and interactions.

Technology 59

Technology Technology Artificial Intelligence Social Media 59

ClientSuccess

OCTOBER 17, 2018

3) From : Jorie Basque , Customer Relationship Manager | Company : InGenius Software | Location : Ottawa, Canada. True customer advocacy – giving everything I have to building customer success as a culture. 4) From : Adam Kuznia , Chief Customer Officer | Company : DataCamp | Location : New York City.

Start-ups 56

Start-ups Customer Relationship Management Innovation Customer Relationship 56

Gainsight

FEBRUARY 28, 2024

Imagine a warm October day in the bustling streets of New York, where four remarkable women stride down Fifth Avenue, laughter echoing in their wake. Their dedication to revolutionizing customer experience. Community isn’t just about those one off conversations with our customers. What unites them?

Innovation 52

Innovation Technology Technology Customer Retention 52

Shep Hyken

JANUARY 31, 2022

My Comment: If you have customer support, you should take a look at this report from Fonolo. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 57

Customer Service Contact Center Artificial Intelligence Customer Loyalty 57

Customer Bliss

MAY 23, 2017

Lynn LaRocca is the SVP and Chief Experience Officer of the New York Racing Association. When they brought in a new CEO (prior to her starting), the CEO wanted someone to manage a lot of the front-line functions of the racetrack and its events. Episode Overview. Under her leadership, they turned it into a three-day festival.

Sports 57

Sports Customer Experience Hospitality Hospitality 57

ClientSuccess

AUGUST 24, 2018

From : Jorie Basque , Customer Relationship Manager. From : Adam Kuznia , Chief Customer Officer. Location : New York City. From : Jesse Brightman , Head of Customer Success. Location : New York City. 4) The Tipping Point: How Little Things Can Make a Big Difference , by Malcolm Gladwell.

Hospitality 40

Hospitality Hospitality Customer Relationship Management Innovation 40

Comm100

MARCH 8, 2017

Shep Hyken is a classic must-know customer service expert, and that is not without its reasons. This keynote speaker is a master of everything that has to do with customer service. He is a New York Times and Wall Street Journal best-selling author, and the content that he posts on his Twitter might give you a glimpse as to why.

Customer Service 0

Customer Service Start-ups Sports Social Media 0

Zendesk

JUNE 1, 2021

Each interaction gives you the chance to capture customer details. But that information is only useful if you have access to it, and ideally, you have access to all of it in one place—like a customer relationship management (CRM) system. Instead, use demographic data to tailor your messaging so it’s relevant for each customer.

Social Media 86

Social Media B2C CRM B2B 86

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time.

B2B 40

B2B Net Promoter Score VOC NPS 40

ClientSuccess

APRIL 17, 2018

From : Jesse Brightman , Head of Customer Success. Location : New York City. What is one customer success best practice you’ve applied in the last few months that has had a positive impact on your success in your role? I see growth in their skill-sets manifest in better customer relationships and results.

Start-ups 40

Start-ups Customer Relationship Customer Experience 40

Customer Bliss

AUGUST 3, 2018

Overall, you need to get a real understanding of where your company stands versus competition in the eyes of customers. He has published numerous articles on various aspects of customer experience and loyalty in publications such as the Harvard Business Review. He is the co-author of The Ultimate Question 2.0:

CX 48

CX Social Media NPS Customer Loyalty 48

Qualtrics

JULY 23, 2019

Gilad Lotan – Lotan is the Head of Data Science and Analytics at Buzzfeed where he leads a team that’s tasked with building state of the art analytics, insights, and data products to support entertainment, news, business and tech. He’s also an Adjunct Professor at New York University.

Net Promoter Score 32

Net Promoter Score Entertainment CRM Innovation 32

Customer Bliss

MAY 22, 2018

On their “transparency blog” where they note their performance, a recent post shared that Lemonade has captured 27% of policyholders who are newcomers to insurance in their current limited New York market area. There is power in truth and trust.

Hospitality 40

Hospitality Hospitality Start-ups AI 40