Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. Training for the needed service skills is an essential foundational aspect of great service in any industry. Most businesses follow service standards and guidelines that are specific to their industry.

Training 231

Training Guidelines Industry Examples 231

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 105

Customer Service Wait Times Airlines Social Media 105

CX Accelerator

MAY 8, 2018

Let’s imagine, for one moment, that you’re casting your agents and customers in a movie. Would your agents make their screen debut as wise sages, imparting knowledge and truth to help spur your customers to a glorious conclusion in their customer service journey? What roles would they play?

Contact Center 160

Contact Center Customers Communication Exercises 160

ShepHyken

AUGUST 11, 2017

This week we feature an article by Borge Hald who writes about the importance of being a customer obsessed company and how it is the key to success. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. – Shep Hyken. Here are a few tips.

Net Promoter Score 92

Net Promoter Score Customer Centricity How To Feedback 92

GetFeedback

SEPTEMBER 2, 2019

We’re already halfway through 2019 and no one can deny the rising demand for better customer experiences. Companies are now using machine learning technology to improve customer experience and traditional institutions usually resistant to change are coming under pressure from a customer base that wants more. Article No.

Net Promoter Score 210

Net Promoter Score Self Service Financial Customer Centricity 210

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

GetFeedback

DECEMBER 16, 2019

Your customers want more, so you need to meet and exceed their expectations. Without that, you’ll struggle to earn their loyalty, deal with a bad reputation, and you’ll eventually lose them. But you already know what you need to do: collect customer feedback. Improve customer experience . The result?

Feedback 195

Feedback Industry Social Media Wait Times 195

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Michelli Experience

JUNE 26, 2018

Humor and Customer Experience. Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. How and when should we use humor to engage customers? Humor, Customer Experience, and EQ.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

NICE inContact

NOVEMBER 13, 2018

Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business. How can you respect your customers’ time? I blame a manager for making a bad staffing decision. What is it?

Self Service 202

Self Service Hotels Wait Times Customers 202

ijgolding

NOVEMBER 22, 2017

I must confirm that the focus of my blog is not switching from Customer Experience to travel! We have never been disappointed in all the times we have visited (which is many) – from the service, to the food, to the wine – Sticky Walnut is a restaurant I would recommend to anyone visiting the North of England, let alone Chester itself.

Travel 379

Travel Customers Social Media Banking 379

GetFeedback

MAY 9, 2019

Surface time-sensitive customer feedback and take immediate action to enhance the customer experience. In this case, collecting customer feedback is easy but taking action is where the real substance lies. By now we know customer feedback is critical for good business. But, simply collecting feedback isn’t enough.

NPS 170

NPS Survey Feedback Tips 170

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. Customer Service Acronyms You Need to Know.

Customer Service 341

Customer Service e-support Self Service Customers 341

BirdEye

DECEMBER 5, 2023

Have you ever wondered why people hesitate to buy something if there are no customer reviews? Did you even know that reviews older than three months might not be relevant for many customers? In fact, a significant 92% of customers read at least two reviews before making a purchasing decision. Yes, that’s true.

Brands 110

Brands Management Social Media Analytics 110

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Tips 182

Tips Customer Centricity Strategy Social Media 182

ShepHyken

FEBRUARY 10, 2017

This week on our Friends on Friday guest blog post my colleague, George Aveling, shares an experience he had demonstrating unconscious bias during the customer experience. This is very true, unfortunately and a story we can all learn from. This article is about something that affects the quality of service delivery.

Social Media 48

Social Media Customer Service Customer Experience Consulting 48

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 188

Customer Service Consulting Wait Times Customers 188

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

MAY 18, 2018

This week we feature an article by Gary Anderson who explains why the customer experience creates customer loyalty and generates repeat business. – Shep Hyken. The customer experience you provide will set you apart from the competition. With the rise of eCommerce, customers have more choices than ever before.

Loyalty Programs 79

Loyalty Programs Advertising Loyalty Brands 79

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Customers’ combined interactions with your business or product contribute to their overall brand perception too. All of these interactions, combined with the messaging you control, make up a customer’s brand perception. Read online reviews.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Experience Investigators by 360Connext

OCTOBER 27, 2014

True story. Customers are like trick and treaters when they seek out customer support. Customers are like trick and treaters when they seek out customer support. Have you thought about how your employees interact with customers? Customers grow agitated every minute they spend waiting.

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

GetFeedback

AUGUST 17, 2018

Are you getting the most out of the customer feedback you’re collecting? The best way to drive immediate results with customer feedback is to integrate it with Salesforce, your source of truth for all things customer experience. Identify trends throughout the customer journey.

Net Promoter Score 150

Net Promoter Score Feedback Effort Score Survey 150

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. There is a big difference between satisfied customers and loyal customers. What Emotions Mean for Customers. Satisfactory is a rating.

Customer Satisfaction 48

Customer Satisfaction Net Promoter Score Loyalty Connections 48

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ChurnZero

MAY 6, 2022

If your product or service can have an impact on ROI, that’s what you really need to do. You have to get your customers now. But if you don’t focus on making customers happy with a good Customer Success team right away, that ‘later’ happens quickly. Product-market fit doesn’t mean you can sell customers.

ROI 98

ROI B2B B2C Metrics 98

Customers That Stick

JANUARY 21, 2020

I never went back in 2019, and in that lost business is a customer service lesson for all organizations. I’d had a succession of bad meals and bad service the year before, many of them concentrated in the last few months of the year. I’d had more bad meals than good ones.

Customer Service 78

Customer Service Customers Customer Experience Management 78

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Chatbots 48

Chatbots Technology Customer Service Management 48

Zeisler Consulting

DECEMBER 14, 2020

A recurring gag is to make little jokes about headlines published around the Web that, regardless of the actual story attached, sound funny or irreverent when read on their own. When it comes to Customer experience, all of us CXers are, well…critics, no? They’re not all superstars, of course, and sometimes anybody has a bad day.

Course 93

Course Consulting Customers Brands 93

AskNicely

FEBRUARY 12, 2018

So, a few months ago I had a bad day. This isn’t a commercial for Lyft, but the reality is that I use and rely on the ride-sharing service almost daily to get from point A to point B. Not a bad car, but I wanted luxury so I could sulk in style. You’d think that’s the end of the story. Same story (minus the grumpiness).

Net Promoter Score 150

Net Promoter Score Feedback Brands Tips 150

BirdEye

NOVEMBER 28, 2023

A remarkable 49% increase in customer feedback from review sites, all within just six months. This story isn’t just about a bunch of restaurants, though. In this blog, we’ll explore the importance of the reputation management industry and provide an in-depth analysis of the sectors where reputation management is a must for success.

Industry 59

Industry Management Healthcare Hospitality 59

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX.

Trends 78

Trends Contact Center Customer Journeys Touchpoint 78