ShepHyken

SEPTEMBER 2, 2016

This week on our Friends on Friday guest blog post my colleague, John Smart, explains the leadership term VUCA and how it can relate to customer service. This highlights the nature and dynamics of change, and the nature and speed of change, the change forces as well as change catalysts. Shep Hyken. U = Uncertainty. C = Complexity.

Leadership 69

Leadership Customer Service Consulting Communication 69

Comm100

FEBRUARY 2, 2022

In this blog we’ll look at the top customer service improvement strategies for 2022, and show you how you can bring your team one step closer to digital CX excellence. . With younger generations spending most of their time online, it’s become the norm for brands to support these customers on their platforms of choice.

Customer Service 130

Customer Service Strategy Omni-Channel Chatbots 130

Uniphore

JUNE 9, 2021

With the COVID-19 pandemic forcing rapid digital transformation and the complexity of customer interactions on the rise, most companies recognize the need for new approaches. Too often, organizations look at the shortened call times and fewer queries and feel confident they’ve made the right choices. Out with the old, in with the new!

Engagement 246

Engagement Contact Center How To Metrics 246

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. The question is: are you collecting it, storing it in a centrally-accessible “source of truth,” and using it to create a complete understanding of your customer?

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

Lumoa

FEBRUARY 6, 2018

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? that have rarely, if ever, been called into question. Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Lumoa

FEBRUARY 28, 2023

Here’s an example of what gathering customer feedback might look like across a few common stages of the customer journey: Awareness Stage : Prospective customers will have plenty of questions about your products. Asking open-ended questions as part of your surveys captures a wealth of feedback you can use to improve your customer experience.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Uniphore

JULY 21, 2021

These can be established through the following: Observing: Look for patterns in how customers interact with your current solution Engaging: Seek customer feedback and stories Watching and listening: Gartner suggests having a person run through a task while you watch and ask questions about their experience.

Self Service 130

Self Service Customer Service Management Knowledge Base 130

NICE inContact

AUGUST 16, 2016

While preparing this blog, I kept thinking about Millennials. They’re the driving force behind customer experience transformation because they have been raised with a digital sensibility. Millennials have already developed digital expectations that influence their technology choices. Guest blog post from our friends at Verizon.

Omni-Channel 121

Omni-Channel Customer Experience Conference Retail 121

Beyond Philosophy

AUGUST 27, 2020

” We weigh the benefits and drawbacks and make the best choice we can based on the information we have. Giving your brain some time to sort through the data points available can increase the chances of making the best choice possible. However, in this case, the choice was not subjective; there was a “best” apartment.

System 168

System Groups Consulting Customer Experience 168

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Later I posed the question of whether Zappos would start an airline to Tony’s longtime friend and then CFO of Zappos Alfred Lin. Such things as…. Appreciate the impact of customer care.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

SEPTEMBER 19, 2017

According to Ad Age , Fox began testing six-second spots in August during the Teen Choice Awards. But there are plenty of questions surrounding the economics. During that six-second commercial pilot conducted during the Teen Choice Awards, Fox reportedly generated 30% more ad revenue despite decreasing ad density by 20%.

Sports 113

Sports Consulting Advertising Report 113

GetFeedback

JUNE 12, 2019

Our survey invitations were sent out by mail, and we had a long survey with more than 25 questions. Typically, businesses use what’s known as a balanced scorecard as the instrument of choice for this work, but Williams found that it falsely empowers leaders to make decisions with very little data.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

SurveySparrow

JULY 20, 2022

Therefore, the only question remains now: How to get these pie charts using Google Forms? Here’s what we’ll cover in this blog: What Are Pie Charts? Step-4: Inside Google Sheets, select a column and scroll upwards till you reach the cell with the question. Various Question Types. What Are Pie Charts?

How To 52

How To Analysis Survey Omni-Channel 52

Totango

JUNE 8, 2021

You can watch the webinar here and check out a recap of some of the questions and answers from the live session below. So, what we’ve done to help force that, is to isolate specific customers and go back in time and figure out what was their journey. How do you measure engagement rate? When did they enter our ecosystem?

Customer Journeys 117

Customer Journeys Exercises Communication Engagement 117

C3Centricity

MAY 25, 2020

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. But this can only be done by asking the right questions of your data and information. Data is only as good as the questions you ask of it. The Opportunity.

Technology 194

Technology Analysis Data Consumers 194

2020 Research

OCTOBER 26, 2022

Participant-focused research is the driving force behind many successful businesses’ decisions. Ask the Right Questions. There are plenty of different choices when it comes to incentives. This approach includes creating fewer, more targeted questions that allow your audience to respond easily but thoroughly.

Groups 52

Groups Feedback Survey Interaction 52

Comm100

JULY 20, 2021

Many companies run blogs due to their cost effectiveness , though by not interacting with those blog readers, they’re leaving valuable engagement opportunities on the table. Visiting a website, asking a question, and getting an accurate answer in less than five minutes is exactly what customers expect nowadays. For companies.

Chatbots 143

Chatbots Customer Service e-support Customers 143

SurveySensum

SEPTEMBER 28, 2023

To rectify this issue, it’s crucial to ask clear and unbiased questions such as → “On a scale from 1-10, rate your satisfaction with our customer service.” Avoid Yes/No or Either/Or Answers: Open-ended questions are best if you want to understand exactly how your customers feel about your customer service efficiency.

Survey 52

Survey Customer Service How To Feedback 52

Circular Edge

FEBRUARY 7, 2023

Blog Credit: Megan O’Brien, February 1, 2023 (5 Ways to Manage Through an Economic Slowdown, According to NetSuite’s Founder | NetSuite) In a recent webinar (opens in new tab) , Oracle NetSuite founder and executive vice president Evan Goldberg discussed how to navigate a changing business environment.

Management 52

Management Software Competitive Advantage Financial 52

Lumoa

OCTOBER 31, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? Customers want you to know them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

JANUARY 15, 2021

A Nudge supports the premise that the way you present choices tips the scales towards a particular option. In other words, the way you perceive the choices makes it more likely for you to choose one over another. It is essential to note that with Nudging you are never taking away people’s choices or forcing them into anything.

Airlines 99

Airlines Examples Customer Experience Exercises 99

2020 Research

JUNE 5, 2023

Sampling is a critical component of qualitative research as it involves selecting a group of participants who can provide valuable insights into the research questions. In purposive sampling, researchers intentionally select participants with specific characteristics or unique experiences related to the research question.

Study 52

Study Groups Consulting Resources 52

Beyond Philosophy

AUGUST 30, 2017

If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. From our mums to our mates at school to our coworkers, what others think of the choices we make has a considerable effect on the actions we take.

Airlines 130

Airlines Study Examples Brands 130

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Later I posed the question of whether Zappos would start an airline to Tony’s longtime friend and then CFO of Zappos Alfred Lin. Such things as…. Appreciate the impact of customer care.

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Service Untitled

SEPTEMBER 24, 2010

Service Untitled The blog about customer service and the customer service experience. Some customers say it should have been the moral responsibility of the store to try to help anyone from being forced into an even more dangerous situation. Please contact your supervisor if you have questions or need additional guidance.

Exercises 44

Exercises Customer Service Customers CRM 44

C3Centricity

JULY 8, 2020

The answers to these questions will help you to publish a successful website. Do you give your own customers a choice? Do away with impersonal forms and drop-down menus, which force customers to use your classification. Perhaps you could answer common questions they have through a FAQ section or blog.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

Customer Bliss

AUGUST 11, 2016

Some parts were very interesting (if I do say so myself), so I wanted to turn it into a blog post. We have forced customers to try to figure out our organization charts in order to do business with us. Give customers a choice. Do not bind your customer into the fake choice of letting them “opt out” of something.

Policies 100

Policies Customers Roadmap Sales 100

Eptica

MAY 8, 2019

This is part of our regular series of book reviews – do catch up with Olivier Njamfa’s selection of titles around trust and Taoufik Massousi’s choice of Voice of the Customer works if you’ve not read them already. We will depend more and more on algorithms, bringing both challenges and opportunities for humanity.

Self Service 55

Self Service Chatbots Exercises Contact Center 55

Lumoa

JANUARY 19, 2023

For example, you will be starting to ask questions like: how does a shorter average response time help us achieve better retention? One way or the other, mapping your customer journey means answering the following questions: Who is the customer? How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Beyond Philosophy

MARCH 26, 2021

It also poses an interesting question: Who is making the choice? It’s a question that needs more exploration because there are significant implications here. If I was forced to make a decision today, on balance I do not think we should introduce a vaccine passport because it is discriminatory. No one wants that.

Policies 78

Policies Government Travel Sports 78

SurveySensum

FEBRUARY 14, 2024

In this blog, we’re going to delve into the best employee feedback tools. Additionally, customize questions based on your specific objectives. Key Features: Custom Survey Questions: Craft surveys with personalized questions using a library of prompts from 15Five. Well, you’re in the right place!

Tools 52

Tools Feedback Analysis Survey 52

ijgolding

SEPTEMBER 2, 2015

So it may come as no surprise that I should write a blog post with a rather confusing headline. That meant that when consumers were now faced with a choice – Ryanair or a competitor, many were jumping to competitors who they perceived to offer a better CUSTOMER EXPERIENCE. Some say that I am easily confused!

Airlines 120

Airlines Travel Financial Customer Experience 120

SurveySparrow

JULY 27, 2023

Wondering how it impacts businesses and if it’s the right choice for your marketing strategy? In this blog, we’ll delve into the pros and cons of AI in marketing, shedding light on its benefits and challenges. Now comes the real question. Are you curious about the role of artificial intelligence (AI) in marketing?

Analysis 52

Analysis Marketing B2B Tools 52

Beyond Philosophy

AUGUST 13, 2020

Customer Effort is forcing customers to think about something. Like the Net Promoter Score ®, the Customer Effort Score suggests that you ask your customers a question, which, in this case is “How easy was it for you to interact with Company XYZ?” So, What is Customer Effort and a Customer Effort Score?

Effort Score 183

Effort Score How To Net Promoter Score Policies 183

Centercode

OCTOBER 16, 2019

As you might have read in our blog post about psychological biases , people have a tendency to gravitate towards certain choices based on the context they’re presented in. Survey Tip 1: Randomize choices where you can. There are two forces at work here: Primacy bias and recency bias. Survey Tip 2: Don’t lead your testers.

Survey 28

Survey Tips Data Call Center 28

inmoment

JUNE 1, 2020

Now in the wake of COVID-19, customer experience leaders have been forced into the spotlight and asked to prove the value of these experience management programs back to the business. . For Actionable Insights, Move from Past-Tense to Forward-Thinking Survey Questions. In the past tense, survey questions look like “how did we do?”

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Oracle

DECEMBER 17, 2020

I highly recommend this post by Daniel Foppen on the Oracle CX blog which explores the ways this city takes tremendous pride in ensuring the best possible experience for its constituents. We wanted them to be able to make that choice.” after the City of LA in 2017 — is focused on the citizen experience.

Government 52

Government Banking e-support Technology 52