BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

InMoment XI

MAY 3, 2022

And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 493

Insurance Tips Data Return on Investment 493

InMoment XI

OCTOBER 21, 2021

From this definition, we see clearly that two or more parties are required for an interaction; for example, a company or brand and a prospect or customer. From this definition, we see clearly that two or more parties are required for an interaction; for example, a company or brand and a prospect or customer. You better believe it. .

Interaction 482

Interaction Customer Experience Ecommerce Customers 482

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. They might make an impact, but creating customer loyalty is something that must be the center of the company. Engaged customers are more satisfied, more loyal, and more likely to promote your company than unengaged customers.

Loyalty 519

Loyalty Tips Feedback Advertising 519

C3Centricity

MARCH 25, 2024

I believe it is because their ROI is longer-term and often difficult to prove. years) A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2 years), with B2B companies (4.4 years) A study from Spencer Stuart among CMOs of Fortune 500 companies found that the average tenure is 4.2

Marketing 226

Marketing ROI Analysis B2C 226

BlueOcean

OCTOBER 4, 2023

Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. The Impact of Bilingual Support on the Customer Experience When a bilingual solution is offered to the customer, companies quickly find that quality scores increase accordingly. The most recent census reports that 21.4%

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. That’s why the most successful companies prioritize customer retention and loyalty alongside acquisition. The problem, however, is those efforts are wasted if the new connections don’t stick.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

CX Accelerator

JANUARY 14, 2024

We'd be honored to have you! link] We strongly believe that there is something special about Customer Experience work and the people who do it. When we make the investment in CX professionals, we are building stronger companies, communities, and societies. We have big time news for CX Accelerator!

Customer Experience 182

Customer Experience Company Customers 182

Lumoa

APRIL 3, 2023

We asked Anna-Maija what inspired her to start her own company and how she supports her customers to take the next step in CX. “B2B Customer Experience Agency was established in 2022 from my personal passion to support B2B companies in CX. We are thrilled to announce our new partner: B2B Customer Experience Agency.

B2B 208

B2B Customer Experience Customer Centricity Consulting 208

Experience Investigators by 360Connext

FEBRUARY 6, 2024

For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. Just promise us you won’t rely on a magic metric as the answer, ok? How do you measure it? Ask customers “How likely are you to recommend us to a friend or colleague?” How do you interpret the results?

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Many years ago, I used to begin my customer service keynote speeches with a question: By a show of hands, how many of you believe it’s important to satisfy your customers? As you might imagine, just about everyone raised their hand.

Customer Service Training 140

Customer Service Training Customers Customer Service Study 140

BlueOcean

NOVEMBER 13, 2023

Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you. But it doesn’t mean you can let it fall off the radar. Keep your finger on the pulse of the industry. How are other customer experience leaders delivering?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience will happen whether or not you talk about. Here are 15 ideas to get you started. 15 Tips to Help You Communicate About Customer Experience 1. 15 Tips to Help You Communicate About Customer Experience 1. An organization’s leadership must believe in the value of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Guidelines 345

Guidelines Leadership Financial Course 345

BlueOcean

APRIL 20, 2023

We had another member of the wonderful ONQ family on the podcast: Sean Hammerle, who is the company’s Chief Operating Officer and an award-winning motivational leader and speaker. He brings a very genuine and personal element to his leadership, which is incredible when you consider he leads 600 employees across three countries!

Contact Center 156

Contact Center Culture Course Training 156

ECXO

APRIL 18, 2024

Follow the ECXO on LinkedIn: [link] And Become a member of the open-access CX Professional Business Network: [link] What you will learn during this presentation: • Why taking care of each digital customer conversation is vital • Are you meeting CX expectations over different digital support channels? Born and bred in Milan, Italy.

Insurance 111

Insurance Consulting Travel B2B 111

Experience Matters

AUGUST 29, 2017

consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. consumer benchmark study, we asked a number of questions about people’s attitudes, employee behaviors, and company loyalty. It turns out that it has a pretty significant impact in both of these areas.

Study 434

Study Loyalty Groups Consumers 434

Experience Investigators by 360Connext

APRIL 11, 2023

As an example, when you ask people what they want from a bank, they often say things like ‘security’ but they really want convenience. Today’s assumption is that if you are a reputable bank, there is good security. Today’s assumption is that if you are a reputable bank, there is good security. So is that quality?

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

BlueOcean

OCTOBER 17, 2023

Today, despite their being no uniform standards defining ESG, there are many laws and regulations that govern how companies must conduct their business. Implementing ESG standards requires tremendous resources, long-term investment, and sometimes an entire overhaul of a company’s infrastructure and processes. It is a worthy cause.

How To 177

How To Government Guidelines Effort Score 177

Steve DiGioia

AUGUST 16, 2021

You prove this each day by your actions. You continue to leave them in the dark about upcoming actions and decisions that affect them. You do little to address their concerns. Now, they question you. They’re losing faith in you. They don’t believe in your leadership. What are you afraid of?

Policies 245

Policies Leadership Course Management 245

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

I’m often asked how or where a company should start improving CX. “Help customers love our company and brand more! “Help customers love our company and brand more!” Your people need to understand what it means for YOUR company to deliver a great customer experience for YOUR customers. You will be.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 76% get frustrated when this doesn’t happen. The benefits of personalization in customer service are plentiful and impactful.

Customer Service 159

Customer Service How To Omni-Channel Video 159

ShepHyken

APRIL 22, 2024

I have added my comments about each article and would like to hear what you think too. The first tip, being proactive and reaching out to customers before they call you (about a problem), is something more companies should implement. My Comment: Irrational Love is a new phrase for me – and probably for you, too.

Customer Service 80

Customer Service Self Service Tips Contact Center 80

Steve DiGioia

JANUARY 18, 2021

If you put it to your lips, you’ll most likely receive a burn that will be far worse than anything most people have ever encountered. An expert witness for the company testified that the number of burns was insignificant compared to the billions of cups of coffee the company served each year.

Customer Experience 298

Customer Experience Policies Customers Report 298

Customer Bliss

JUNE 9, 2021

“The best way to learn if you can trust somebody is to trust them.”. Companies that practice what I call “ leadership bravery ” are choosing to reverse the trend on business practices that have defined their industries. Both customer and company are better off because they are in each other’s lives. Ernest Hemingway.

Leadership 288

Leadership Hospitality Customer relationships Company 288

ShepHyken

JANUARY 16, 2024

Reality isn’t what we think or believe. As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter , in my videos , in my podcast , or on my TV show, Be Amazing or Go Home. So, what are you waiting for? It’s just our perception. It’s what our customers say.

Customer Service 142

Customer Service Customer Centricity Customer Service Training Survey 142

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. FIND KEEP Your business success is not dependent on how many candidates you find. Be GREAT out there!

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you. It starts the moment they interact with your company, and that might not even be with a live human.

Customer Service Training 96

Customer Service Training Training Customer Service Marketing 96

Integrity Solutions

OCTOBER 23, 2023

You might have some natural talent in talking and gaining rapport with customers or hunting down leads, but until you understand and build confidence and competence in those often more elusive areas, you’ll be limited in how far you can go. “To become successful in sales, you need a lo t of networking.

Sales 114

Sales Connections Feedback Banking 114

ShepHyken

MARCH 31, 2024

I have added my comments about each article and would like to hear what you think too. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 82

Customer Service Government B2B B2C 82

Retently

JUNE 28, 2023

and the other at $249.99 – which would you assume to be the best? and the other at $249.99 – which would you assume to be the best? Consumers are often naturally skeptical of prices below the market average, believing that a deal that looks “too good to be true” usually isn’t. In other ways, we aren’t.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

Beyond Philosophy

OCTOBER 21, 2023

A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. It communicates the value you provide customers. Today, branding is all about the value you provide customers. Poor Irene Beard. Check it out here.

Brands 78

Brands Strategy Communication Tools 78

Thematic

APRIL 29, 2024

Around 2014, I was an AI consultant when several companies asked if I could help them use AI to save time analyzing open-ended survey responses. Fast forward 10 years, and the AI that most companies use today, is basically a black box. Fast forward 10 years, and the AI that most companies use today, is basically a black box.

Analysis 62

Analysis Feedback Survey System 62

ShepHyken

JANUARY 3, 2024

You can simply read these predictions or take action on them. (I I hope you choose to take action!) They no longer compare us only to our direct competition but also to the best service they’ve had from any company. I’ve taken five of my favorites from the list to share here in The Shepard Letter. It’s not just about delivery.

Trends 94

Trends Customer Service Customer Service Training Customer Retention 94

ShepHyken

JANUARY 2, 2024

This means they no longer compare you to your direct competitors but to their best experiences with their favorite companies. Employee experience is as important as customer experience. How employees feel in your company directly affects the experience they provide your customers. ” “Never be complacent.

Customer Experience 86

Customer Experience How To Competitive Advantage B2C 86

ShepHyken

SEPTEMBER 4, 2023

In the same way, a significant gap often exists between what executives believe about their customer service and what customers actually experience. Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. They leave their managers.

Leadership 84

Leadership How To Culture Employee Engagement 84

ShepHyken

APRIL 1, 2024

I have added my comments about each article and would like to hear what you think too. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Customer Service 77

Customer Service Government B2B B2C 77