Shep Hyken\'s Customer Service Blog

Posts tagged "customer journey"

30 Days to Better Customer Service

Journey Mapping Your Way to a Better Customer Experience

Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey.

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This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken Continue reading

Brian Solis Discusses the Role of
Customer Experience Design

What will brands and businesses need to do in the future to be successful?

Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell. Think about the entire customer experience.
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CS Is Marketing and Listening

Customer Focused

I recently attended the IBM Amplify (#IBMAmplify, #NewWayToEngage) conference in San Diego, CA where the focus was on customer engagement. IBM invited a select group of people they referred to as influencers. I was fortunate to be in this group, which included a dozen authors, bloggers, and thought leaders. The speakers at the general and breakout sessions filled my head with information, and it was especially refreshing and thought provoking to debrief with this group of influencers, so I thought it would be fun to summarize my top five takeaways from the conference. Continue reading