ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. How to leverage technology for a better customer experience.

Technology 130

Technology Customer Experience Social Media Multi-Channel 130

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Beyond Philosophy

NOVEMBER 9, 2023

So, when I share some statistics I read regarding customer satisfaction and leveraging behavioral economics, some of which I felt very glass-half-empty about, I hope a few of you, with your half-glass-full dispositions, will help me see the bright side. It is a shame because behavioral economics is about understanding your customers better.

Customer Satisfaction 78

Customer Satisfaction Customer Retention Course Sales 78

Comm100

JUNE 4, 2020

There is an abundance of stats on the internet revealing the popularity of live chat for customer service. It’s accessibility and speed meet today’s customer expectations and digital-first preferences. But while these stats are true, the figures don’t always tell the whole story. Give the customer the choice.

Video 147

Video Ecommerce Customer Satisfaction Sales 147

ShepHyken

JANUARY 22, 2023

Each week, I read many customer service and customer experience articles from various resources. How do you keep your loyal customers? How do you keep your loyal customers? The article starts with stats and facts that make a case for why delivering excellent service is non-negotiable. It’s a win-win.

Customer Service 48

Customer Service Self Service Contact Center Loyalty 48

ShepHyken

NOVEMBER 18, 2016

This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. So let’s take a look at some smart tactics that can help you earn their long-lasting loyalty! They let their customers fund medical research to help those in need. Conclusion.

Loyalty 48

Loyalty Retail Loyalty Programs Rewards Programs 48

Optimove

SEPTEMBER 5, 2023

Bonus game day stats: 70%+ more NFL gamblers on game days compared to non-game days. And the unify the player experience, sites can deliver consistent cross-channel messages for a unified customer experience.  For sites, loyalty is the name of the game.  Bonus game day stats: Real results from real NFL bets.

Sports 52

Sports Survey Engagement Strategy 52

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Lumoa

JANUARY 2, 2023

Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction. Key Takeaways.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Survey 208

delighted

SEPTEMBER 21, 2023

Attracting customers in a competitive market can feel like an uphill battle. One powerful tool in today’s marketplace is customer testimonials. In fact, 78% of shoppers say the presence of social proof – like a positive customer testimonial – increased their likelihood of purchasing from that brand.

Examples 86

Examples Net Promoter Score How To Case Study 86

Vonage

FEBRUARY 20, 2017

And Salesforce’s State of the Connected Customer report hit the nail on the head. Here’s a snapshot of some of the top stats, as told by memes: • 64 percent of consumers expect companies to respond and interact with them in real time. • And now, that is our benchmark for a good customer/business relationship. •

Connections 133

Connections Social Media Loyalty Culture 133

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Consider the opening stats. How to Build Customer Loyalty with a Thank You Page by Thomas Griffin.

Customer Service 101

Customer Service Contact Center Customer Retention Poor Customer Service 101

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The My Comment: Want to learn from some of the masters of customer service?

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

SurveySparrow

DECEMBER 28, 2023

Did you know that 91% of unhappy customers leave without a word? And according to Forbes, a harsh 96% will abandon you for lousy customer service! This stat shows us the importance of measuring customer experience. ” Customers then give a rating, often on a scale of 1 to 5 or 1 to 10. It goes a step further.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

NICE inContact

SEPTEMBER 27, 2019

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we’ve witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving.

CRM 138

CRM Contact Center Return on Investment Call Center 138

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. Creating better content.

Tips 127

Tips Customer Experience Social Media Insurance 127

Comm100

MAY 28, 2020

KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Increasingly, FCR is being recognized as one of the most (if not the most) important metrics to watch in customer service. Customer satisfaction.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged. How does a referral program work?

Examples 93

Examples Social Media Travel Software 93

SurveySensum

FEBRUARY 7, 2024

Instead of bombarding your audience with dry stats—an effort as futile as trying to start a fire with wet wood—dive into their thoughts and feelings. Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. What are their interests, values, and pain points? How to do it?

Connections 52

Connections Social Media Survey Feedback 52

SurveySensum

JANUARY 25, 2024

And there are stats that back this up! In this blog, I’ll share with you six simple tips on how to ask for a referral from a client. These tips are all about using the trust that comes with good customer feedback to turn that satisfaction into great opportunities. But don’t worry! But how can you do that?

How To 52

How To NPS Tips Insurance 52

Comm100

APRIL 9, 2021

Today’s customer service expectations cross over industries. Because of this, today’s clients are likely to judge the customer support from their bank by comparing it to other experiences like paying a phone bill online or ordering food on a delivery app. In fact, 79% of clients now prefer customer support through online chat.

Banking 164

Banking Financial Data Wait Times 164

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

SurveySensum

JULY 7, 2023

But this wasn’t a coincidence; it was the result of leveraging technology and mapping their customers’ journeys. And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product. If yes, then this blog is for you.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

SurveySensum

JULY 7, 2023

But this wasn’t a coincidence; it was the result of leveraging technology and mapping their customers’ journeys. And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product. If yes, then this blog is for you.

Survey 52

Survey Net Promoter Score Loyalty Programs Touchpoint 52

Upstream Works

SEPTEMBER 1, 2020

Contact center success is heavily dependent on the agents working the frontlines to service customers every single day. Contact center agent happiness and engagement go hand-in-hand with customer happiness and satisfaction. According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd.,

Contact Center 148

Contact Center Engagement Self Service Omni-Channel 148

OpinionLab

NOVEMBER 9, 2016

Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. For their part, your customers get what they want quicker than standard shipping and more conveniently than when they purchase off the shelf.

Omni-Channel 110

Omni-Channel Strategy Abandon Rate Retail 110

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 69

Customer Service Customer Centricity Retail Customers 69

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Consider what customers expect: 71% of online customers expect to receive assistance within 5 minutes of reaching out to a company. If you have the wrong person in that role, your customers will suffer.

Social Media 110

Social Media Customer Service Call Center Study 110

NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

ShepHyken

NOVEMBER 4, 2019

Each week I read a number of customer service and customer experience articles from various resources. Gypsy and Your Customers Expect Kindness by Chip Bell. Forbes) Your customers are a lot like Gypsy in their expectation of kindness. Just some good customer service insights. Nothing spooky about that cat.

Infographics 83

Infographics Customer Service Social Media Tips 83

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do Sounds good in theory.

Customer Journeys 60

Customer Journeys Trends Touchpoint Voice of Customer 60

OpinionLab

OCTOBER 25, 2016

‘Customer journey mapping’ is a widely accepted practice for customer experience teams right now as they seek consistency across all channels and touchpoints. According to McKinsey, you should “(pay) attention to the complete, end-to-end experience customers have from their perspective. (Do Sounds good in theory.

Customer Journeys 60

Customer Journeys Trends Touchpoint Voice of Customer 60

Gainsight

JANUARY 20, 2023

We recently covered how Customer Success (CS) teams can create digital scale at moments of truth during the implementation and adoption phases of the customer lifecycle. The importance of these phases is tied to the customers’ focus on the value they are getting from your product or service.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

Optimove

APRIL 27, 2023

Thanks to your app loyalty card, that cheese bagel you’re eyeing is free with your saved rewards. Little wonder that for many brands — and customers — app gamification has become a winning strategy: Brands that use gamification in their mobile apps see an average increase of 22% in user retention rates.

Gamification 52

Gamification Loyalty Programs Loyalty Study 52