Win the Customer

DECEMBER 10, 2014

However, that’s the feeling many customers get when they call or email a company for support and get seemingly fed through a meat grinder before having their questions answered. Communication Customer Experience Customer Service' Nobody likes to feel like they’re just one cog in a giant machine.

Customer Service 140

Customer Service Customer Experience Communication Software 140

Maz Iqbal

SEPTEMBER 2, 2014

But there is a weak point, and it is this – that the job the staff are doing is not necessarily what the customer pays for. The customer pays, as he sees it, for good service; the employee is paid, as he sees it, for the boulot – meaning, as a rule, an imitation of good service. Take cleanliness for example.

Customer Centricity 107

Customer Centricity Customer Experience Hotels Customer Service 107

Win the Customer

SEPTEMBER 19, 2014

Customer Experience Customer Service Technology' As a result, businesses have adapted their retail strategy to leverage the latest technology, tablets in particular, thus igniting a refreshing new relationship with […].

Customer Experience 119

Customer Experience Retail Technology Consumers 119

Win the Customer

MARCH 19, 2014

Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight. Culture Customer Experience'

Customer Experience 137

Customer Experience Customer Service Culture Customers 137

Service Untitled

MARCH 28, 2014

Perhaps the most repeated complaint when having to deal with poor customer service is the need to keep calling back when something is wrong with a product. Too often however, it becomes a litany of bad experiences, repeated phone calls, and thus the eventual loss of brand loyalty and business. Why is that?

Customer Experience 74

Customer Experience Customer Service Poor Customer Service Call Center 74

Win the Customer

OCTOBER 1, 2014

Building a brand is all about creating a brand image and continually serving customers in a way that creates a positive perception of a business, its products and services. Call Center Customer Service' A brand is defined as […].

Brands 143

Brands Call Center Loyalty Customer Experience 143

Win the Customer

FEBRUARY 24, 2014

If you know a business that is losing time, money, and customers to mismanagement of customer service, maybe it’s time to host an intervention. Customer Service'

Customer Service 132

Customer Service Customer Experience How To Customers 132

Win the Customer

MARCH 13, 2014

With software companies providing innovative solutions to enable smarter decision-making and more efficient resource allocation, a truly lean enterprise is within reach that leaves more time and resources to take care of customers. Customer Service'

Tips 131

Tips Customer Experience Resources Innovation 131

Win the Customer

MARCH 30, 2014

Customer Service' If Apple designed a phone based on cell phone users of the early 2000''s we''d all be rocking Motorola Razrs and no one would have heard of the iPhone.

Technology 135

Technology Customer Experience Customer Service Customers 135

Kristina Evey

OCTOBER 8, 2014

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. Customers today are leaving businesses that take them for granted. We try to give customers everything they want… and more.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

Experience Matters

NOVEMBER 14, 2014

Last week I attended the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. I was impressed by what the CSL is doing to equip future customer service/experience leaders. One of the speakers was Mike Gathright, Director Americas Customer Services at Amazon.com.

Customer Connectedness 307

Customer Connectedness Effort Score Brand Values Leadership 307

Experience Matters

OCTOBER 10, 2014

Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The bottom line : Happy Customer Service Week! Hyundai Publix Southwest Airlines TracFone TriCare UPS USAA'

Industry 297

Industry Customer Service Airlines Customers 297

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

DECEMBER 17, 2014

As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service. The store’s staff have their own smart devices and have been trained to deliver service in a top-notch way. The best of both worlds. Which ones did you spot?

Innovation 275

Innovation Connections Consumers Sports 275

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Customers are seeking your attention in immediate and demanding ways. Welcome to Multi-Channel Customer Support. Customer Service, a stand alone department in many companies, remains a call center. That’s the same feeling customers have when it takes four different channels to get an answer. Take showrooming.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

Here’s a perfect example of an easily overlooked minor moment in a customer journey which creates an unnecessarily negative nuisance for customers. I typically prefer a smooth digital experience to the unpredictable phone kind. So when a customer like me follows directions I’m told I’m doing it wrong.

Customer Journeys 282

Customer Journeys Social Media Consulting Travel 282

Experience Investigators by 360Connext

NOVEMBER 19, 2014

“I love what you say about caring about your customer’s experience! We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We are told to focus on our small piece of the customer puzzle.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

Experience Investigators by 360Connext

OCTOBER 27, 2014

Customers are like trick and treaters when they seek out customer support. But there are different personas that answer the door, and I find them to be much like customer service representatives (it could just be the candy corn talking). Have you thought about how your employees interact with customers?

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.

Ecommerce 282

Ecommerce Banking Loyalty Retail 282

Experience Matters

SEPTEMBER 9, 2014

We just published a Temkin Group report, ROI of Customer Experience, 2014. The research shows the connection between customer experience, loyalty, and revenue growth for 19 industries. Here’s the executive summary: To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S.

ROI 316

ROI Report Net Promoter Score Customer Experience 316

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships. Darn autocorrect!

e-support 274

e-support Social Media Consulting Customers 274

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. The best organizations spend plenty of time considering how to deliver exceptional experiences. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. Micromap a customer task and outcome.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 5, 2014

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. The most exciting companies change the game by innovating around their customer experience. They offer things we didn’t even know we wanted and provide service that exceeds our wildest expectations.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Show the 99% they matter.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

If there is one way to create a better customer experience, it’s this: Advocate. But what about customer advocacy? They became antagonists to the very customers they are supposed to serve. We can just RENAME the service we’re already providing, tack on a fee, and then watch the money roll in!”.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. This is another type of reassurance for customers.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279