ECXO

JANUARY 16, 2024

More top discussions and presentations? Become a member at [link] for more top discussions and presentations in CX! A global authority on customer experience and transformation, Lior has catalyzed success for top brands worldwide. The ECXO.org, is a not-for-profit, open-access CX Professional Business Network.

AI 52

AI CXM CX Innovation 52

Experience Investigators

MARCH 26, 2024

[Image copyright Matthew Rakola] Greg Kihlström ( theagilebrand.com ) is a best-selling author, speaker, and entrepreneur, and serves as an advisor and consultant to some of the world’s top brands on marketing technology, marketing operations, and digital transformation initiatives.

CX 64

CX B2B Education Innovation 64

Kate Nasser

AUGUST 22, 2021

30 yrs of experience and insight from Kate Nasser, The People Skills Coach™, Author of Leading Morale. The post Top Five Crushing Customer Service Replies | #CX #CustServ #PeopleSkills appeared first on KateNasser.com. For customer service excellence avoid saying these crushing customer service replies.

Customer Service 126

Customer Service CX Contact Center Customer Experience 126

Lumoa

MARCH 21, 2023

To help you out, we have listed our top 10 must-read customer experience books. In addition, we asked the authors to share a quote and explain what made them write the book and why you should read it. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Shep Hyken

OCTOBER 18, 2022

Shep Hyken interviews Susan Drumm, CEO & Chief Empowerment Officer of Meritage Leadership Development and the author of The Leader’s Playlist: Unleash the Power of Music and Neuroscience to Transform Your Leadership and Your Life. Top Takeaways: Our childhood “wounds” show up in the way we lead others. New York Times ?bestselling

Customer Service 98

Customer Service Customer Experience 98

Steven Van Belleghem

JANUARY 17, 2023

Shep Hyken is a customer service and experience expert, the Chief Amazement Officer of Shepard Presentations, Forbes contributor and a New York Times and Wall Street Journal bestselling author. Blake Morgan is a customer experience futurist, author and keynote speaker. Check it here. Seth’s blog. Check it here. Blake Morgan’s Blog.

Customer Experience 142

Customer Experience CX Innovation B2B 142

Shep Hyken

SEPTEMBER 13, 2021

Here are my top five picks from last week. As the author points out in the very first sentence: “Although the terms ‘customer loyalty and ‘customer retention (as in repeat business)’ are often used interchangeably, they actually refer to two different things.”. There’s a big difference. You’re not just selling to a company.

Customer Service 134

Customer Service B2C Customer Loyalty B2B 134

Shep Hyken

OCTOBER 25, 2021

Here are my top five picks from last week. The author notes that while chatbots continue to be popular with companies, customers are experiencing a CX failure. While the author does mention a loyalty program (actually a marketing program), much more of the article is based on the value of the experience and how the customer is treated.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Inside Customer Service

MARCH 2, 2023

This post highlights the top three factors that make agents more resilient to burnout. Top three ways to prevent agent burnout Having a customer-focused organization is table stakes. While 59 percent of agents surveyed were in the at risk or severe risk category, there is some improvement from a similar report from 2016.

Contact Center 212

Contact Center Start-ups Customer Service 212

Inside Customer Service

NOVEMBER 9, 2023

Satisfied" is essentially neutral, so customers often give a top rating when everything is just fine. This provides a more realistic picture of agent contribution than a traditional survey where a satisfied customer might give a top score simply because there was nothing wrong with the interaction. This can further skew the results.

Customer Survey 214

Customer Survey Sentiment Analysis Customer Satisfaction Customer Service 214

The Customer Service Blog

AUGUST 19, 2023

The so-called ‘challenger bank’ Monzo has topped an official league table which charts whether customers would recommend their bank to family and friends. The Competition and Markets Authority (CMA) introduced current account satisfaction tables six years ago to encourage switching and to improve customer service.

Customer Satisfaction 82

Customer Satisfaction Customer Service Customer Experience 82

Kate Nasser

OCTOBER 11, 2020

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com. The post The Excuse Meter: Yikes!

Customer Service 109

Customer Service 109

Shep Hyken

AUGUST 23, 2022

Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. Top Takeaways: Customer loyalty is based on the customer’s emotional connection with the company. Don’t Overlook the Value of Emotions . New York Times ?bestselling

Customer Loyalty 108

Customer Loyalty Customer Relationship Customer Experience Customer Service 108

Fonolo

JANUARY 28, 2021

The importance of ‘informal authority’. Managers who demonstrate ‘informal authority’ are best suited for these types of goals. FACT: Informal authority refers to “the ability to inspire team members to want to play on your team and win, even if they do not functionally report to you.” Source: Revenue River.

Contact Center 175

Contact Center Customer Satisfaction CX Sales 175

Steven Van Belleghem

FEBRUARY 24, 2021

Though this channel has a broader scope than mere CX, you’ll find many talks there with top marketing gurus like Gary Vaynerchuck, Brian Solis and Seth Godin. Neil Patel is a New York Times bestselling author and one of world’s top marketers. Watch him for instance explain how digital marketing will change in 2021.

CX 98

CX Customer Experience Social Media Innovation 98

Intercom, Inc.

JULY 14, 2020

But as the authors remind us, “Ultimately, the purpose of customer success, like any other part of a thriving company, is to achieve real business outcomes.”. The authors go on to provide a helpful framework for setting hard metrics against customer success. Have a book on customer success that you loved and would recommend?

Start-ups 249

Start-ups Customer Relationship Customer Loyalty Sales 249

Shep Hyken

MAY 10, 2022

Shep Hyken interviews Dennis Yu, CEO BlitzMetrics and author of The Definitive Guide to TikTok Advertising: How to Access 1 Billion People in 10 Minutes! Top Takeaways: Social Media is an opportunity for a brand to show the world that they are interested in resolving issues for their customer. and turn those into TikToks.

Social Media 85

Social Media B2B Customer Service Customer Experience 85

Shep Hyken

DECEMBER 6, 2022

Shep Hyken interviews Diane Hopkins, Certified Experience Economy Expert, CEO of ExPeers Consulting and author of Unleashing the Chief Moment Officers. Top Takeaways:    . Hopkins is a Certified Experience Economy Expert, healthcare strategy consultant, and author of Unleashing the Chief Moment Officers and It’s Hard to be Easy.

Legal 104

Legal Healthcare Innovation Customer Experience 104

Shep Hyken

AUGUST 31, 2021

Shep Hyken interviews Dan Gingiss, an international keynote speaker, coach, and author of The Experience Maker. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. bestselling author, award-winning keynote speaker, and your host of? Shep Hyken ?is New York Times ?bestselling

Social Media 129

Social Media Customer Experience Customer Service 129

Shep Hyken

NOVEMBER 1, 2022

Shep Hyken interviews Tim Hughes, co-Founder and CEO of DLA Ignite , and co-author of Social Selling: Techniques to Influence Buyers and Changemakers. Top Takeaways: The modern customer is empowered. bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. New York Times ?bestselling

Social Media 98

Social Media CX Customer Service Sales 98

Shep Hyken

JULY 19, 2021

Here are my top five picks from last week. This author questions if the position is really necessary? My Comment: And just about the time I was finished with this week’s Top Five list, I ran across this article from the Amazon AWS Contact Center Day. Should the Chief Experience Officer Cease to Exist? by Mary Drumond.

E-commerce 131

E-commerce Customer Service Contact Center Retail 131

Zendesk

FEBRUARY 29, 2024

Here are the newest integrations from Zendesk to help your team provide top-quality experiences. App Authorizations (Support) App Authorizations helps you review app authorizations and revoke them if no longer needed. You can view when it was authorized, who authorized it, when it was last used.

E-commerce 52

E-commerce Sentiment Analysis Compliance AI 52

Shep Hyken

JANUARY 10, 2022

Here are my top five picks from last week. The author of this article, Joseph Michelli, also wrote the book that explains the “secrets” behind the way Mercedes-Benz delights its customers. Top Sales & Marketing Book 2021 by Top Sales Awards. A Nation on Hold Wants to Speak With a Manager by Sarah Lyall.

Customer Service 72

Customer Service Customer Loyalty Manufacturing Sales 72

Shep Hyken

FEBRUARY 14, 2022

Here are my top five picks from last week. CMSWire) Today’s top companies rely heavily on human insight to guide their strategies and offerings. I thought this would be a perfect addition to our Top Five Roundup. Joseph Michelli is one of my favorite customer experience experts and authors. by Janelle Estes.

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

Shep Hyken

APRIL 5, 2022

The Link Between the Top Rated Customer-Focused Companies and the Stock Market. Dr. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. Fornell is the author of The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference. New York Times ?bestselling

Customer Satisfaction 61

Customer Satisfaction Customer Retention Customer Service Customer Experience 61

Fonolo

JANUARY 14, 2020

Most of you will not be surprised to find Shep Hyken at the top of this list. He is a New York Times and Wall Street Journal bestselling author. Top Pick: 20 ways to create an amazing customer service experience in 2020. Top Pick: Creating a winning customer-centric marketing strategy. Shep Hyken. Jeanne Bliss.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Shep Hyken

NOVEMBER 8, 2021

Here are my top five picks from last week. This article has a few ideas and a perspective from the author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans. My Comment: A customer interaction, as defined by the author, is “any communication between a business and its customers.”

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Beyond Philosophy

JANUARY 7, 2023

This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy. LinkedIn recognizes Colin Shaw as one of the ‘World’s Top 150 Business Influencers.’ Check it out here.

CX 88

CX Management Consulting Customer Satisfaction Customer Experience Management 88

MyCustomer Experience

JANUARY 26, 2022

1It’s official: GigCX® has a seat at the top table. In October, collective McKinsey authors Vinay Gupta, Raelyn Jacobson, Paul Kline, Manu. 26th Jan 2022. By Megan Neale COO and Co-founder.

98

98

Shep Hyken

JULY 6, 2021

Top Takeaways: Hire people who assume a leadership position when it comes to taking care of the customer. She is a best-selling author, and her newest book, The Art of Caring Leadership , emphasizes the need for kindness, compassion, and empathy in all leaders. The Impact of Caring Leadership on Employees and Customers.

Customer Service 121

Customer Service Customer Experience 121

Shep Hyken

JUNE 28, 2021

Here are my top five picks from last week. It’s obvious the author recognizes there is a difference between repeat customers (She refers to them as return visitors.) My Comment: Let’s round out the TOP FIVE (Plus) list of articles with a post from HelpSquad, which includes the 25 customer service blogs to subscribe to and read.

Customer Service 129

Customer Service Government CX Start-ups 129

Shep Hyken

JULY 12, 2021

Here are my top five picks from last week. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. I would have included it at the top of this week’s list, but it was published several weeks ago. The post 5 Top Customer Service Articles of the Week 7-12-2021 appeared first on Shep Hyken.

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Fonolo

OCTOBER 27, 2020

Product Manager, CX Expert, and Author at winthecustomer.com. Shep Hyken , CS & CX Expert, Keynote Speaker, and NYT Bestselling Author at hyken.com. Kate Nasser , The People Skills Coach ™, Author, CX Expert & Leadership Coach. Flavio Martins, Sr. How Has COVID Changed the Contact Center?

Contact Center 147

Contact Center CX Innovation Technology 147

Kate Nasser

OCTOBER 11, 2020

Stop before you get to the top of the excuse meter to preserve trust & professional relationships! Kate Nasser, The People Skills Coach™, Author of Leading Morale. Stop Before You Reach the Top | #PeopleSkills appeared first on KateNasser.com. The post The Excuse Meter: Yikes!

Customer Service 73

Customer Service 73

Shep Hyken

APRIL 18, 2022

Here are my top five picks from last week. The answer is to measure success in the right places, and the author offers up four in particular. My Comment: This is an interesting article from the retail world where the author claims that in the midst of 7.5% Check Out These Retail Reads From Our Top Influencers by RETHINK Retail.

Customer Service 65

Customer Service Retail CX Start-ups 65

Shep Hyken

AUGUST 16, 2021

Here are my top five picks from last week. The author refers to these as projects to help refresh your customer service strategy. Read It & Reap: 10 Top New Marketing Books To Savor On #NationalBookLoversDay by Lane Ellis. My Comment: I am honored to be on the list of Ten Top New marketing Books.

Customer Service 85

Customer Service Social Media Contact Center Technology 85

Shep Hyken

JULY 20, 2021

Top Takeaways: Customer service is traditionally focused on the engagement layer (how customers make requests) but not on customer operations (getting the job done). Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

Customer Service 137

Customer Service CX Customer Experience 137