ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. The problem is never how to get new ideas into your mind, but how to eliminate the old ideas. Check out our thoughts on customer focus.

Customer Service 95

Customer Service Policies Customers Customer Experience 95

Uniphore

DECEMBER 6, 2021

Contact centers can have the best customer service agents and the latest and greatest technology. They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail.

Contact Center 130

Contact Center Leadership Training Technology 130

Feedbackly

JUNE 15, 2023

If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. Negative feedback isn’t necessarily a bad thing. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience.

Feedback 98

Feedback How To Customer Journeys Customers 98

BirdEye

JULY 12, 2023

So before you send your first email, it is important to ensure it reaches your customers. Read this blog post to know everything about Sender Score and how you can improve your email reputation. Importance of sending reputation for businesses Check your Sender Score in simple steps How to interpret your Sender Score?

Metrics 97

Metrics Report Tools Social Media 97

Lumoa

JANUARY 24, 2024

If you have, you must know how exhausting it can be to get help with the simplest of requests. 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!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Policies 153

Policies Insurance Call Center Financial 153

ShepHyken

MAY 25, 2018

This week we feature an article by Matt Nolan who shares five keys to building more compelling, sustainable customer relationships. Customer retention used to be considered just a “service problem.” Service has become an always-on, everywhere requirement – in the customer’s eyes, great experiences have to be connected and fluid.

Customer relationships 74

Customer relationships Call Center Customer Retention Advertising 74

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? How to overcome those challenges? Probably not.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Velaro

MARCH 14, 2016

Live help can address some common customer service problems before they even occur. You’ve probably come across some version of the following quote before: “Great customer service can overcome poor marketing, but it’s incredibly difficult (and expensive) to replace poor customer service with exceptional marketing.”.

Wait Times 100

Wait Times Poor Customer Service Training Customer Service 100

Velaro

DECEMBER 22, 2015

This guest blog was written by mplcontact, a UK based contact centre solutions provider. Many a moment of business well-being has been tarnished with the news of a complaint being lodged against you by an unsatisfied customer. Preparing for complaints will help streamline the customer experience of having their complaint dealt with.

Customer Service 113

Customer Service Resources Customer Experience Company 113

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. This blog post explores the importance and methods of delivering an exceptional customer experience to your clients.

Insurance 111

Insurance Industry Customer Experience Self Service 111

BirdEye

JANUARY 25, 2023

When left unchecked, one-star ratings can damage your business and impact how customers perceive your brand. In this blog post, we’ll show you how to manage one-star reviews and protect your business’s online reputation. Be prompt 2. Be professional in your response 3. Apologize and take responsibility 4.

Feedback 98

Feedback Customer Satisfaction Brands Management 98

Feedbackly

JUNE 15, 2023

If left unresolved or unaddressed, they can have an adverse impact on your brand image and lead to high customer churn rates. Negative feedback isn’t necessarily a bad thing. If you look at it objectively, they offer an opportunity to identify the pitfalls and improve the customer experience.

Feedback 52

Feedback How To Customer Journeys Customers 52

Alida

JANUARY 29, 2018

An angry customer is still a customer—until they’re not. That’s why it’s important to keep your cool when concerned customers reach out to your brand, especially in the age of social media, where a misstep can go viral quickly. Twitter provides an easy way for disgruntled customers to call out a brand that’s let them down.

Social Media 133

Social Media Wireless Airlines Loyalty 133

Experience Investigators by 360Connext

JULY 30, 2018

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. They loved your innovation.

Customer Experience Design 137

Customer Experience Design Customer Experience How To Banking 137

Beyond Philosophy

MAY 7, 2020

Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. Here are a few we shared: 1.

Customer Centricity 175

Customer Centricity Policies Consulting Transportation 175

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty.

Interaction 211

Interaction How To Self Service Customers 211

Beyond Philosophy

APRIL 5, 2017

Businesses need to be mindful of mistakes they make that impact their employees and customers. A Company needs to have clear guidelines for handling a mishap and how to deliver an apology message. The emotional state of a customer or colleague, then, is significant and needs to be considered when making an apology.

How To 134

How To Guidelines Customer Journeys Course 134

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Mandy Morgan wrote in with a litany of comments that support how I feel. Customer service is not going well these days, and many problems are out there.

Airlines 146

Airlines Net Promoter Score Self Service Effort Score 146

Beyond Philosophy

SEPTEMBER 23, 2021

We all want customers that return and buy more for us. Returning customers often buy more than new customers and require fewer resources to attract. So, how do you get customers to come back? . Still, the most significant one to them was whether the customers came back again.

Airlines 109

Airlines Net Promoter Score Self Service Comparison 109

Experience Investigators by 360Connext

JULY 30, 2018

Ever have a sneaking suspicion something just isn’t right, but you don’t know how to fix it? Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. They loved your innovation.

Customer Experience Design 110

Customer Experience Design Customer Experience How To Banking 110

Comm100

JULY 20, 2021

Customer service has long been a slow-moving piece of the broader business landscape, and it’s not hard to see why: business owners are reluctant to experiment with customer service channels they’re unfamiliar with. For customers. 61% of customers feel that being serviced by chatbots is the way of the future.

Chatbots 143

Chatbots Customer Service e-support Customers 143

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Also, treating customers well is good for employees. Also, treating customers well is good for employees.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. I wondered how I did that. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service.

Management 78

Management Leadership Conference Examples 78

Interactions

AUGUST 19, 2021

That’s why we’ve compiled some of our top blogs around key topics in CX in case you missed them. . Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. This not only makes the experience better, but also more productive for customers.

Wait Times 62

Wait Times Contact Center Call Center Consumers 62

Beyond Philosophy

MAY 19, 2022

So today, I want to talk about the subscription economy, why it is so popular with customers, and the organizations that offer them. . Last year, Apple increased its subscription service, and its services revenue went up 24 percent. Apple’s services segment is up to $19.5 We are in a bit of a subscription economy.

Examples 89

Examples Consumers Resources Report 89

ProProfs Chat

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Fast forward to 2020.

Customer Service 112

Customer Service How To Customer Journeys Customer Centricity 112

Beyond Philosophy

JANUARY 13, 2022

Customer relationships have to be win-win. There is a process, and today we will look at when and how you should sack a customer. . Robert, who works in software development, has a pickle from time to time with annoying customers. How should companies decide when and who should make the final decision?

Effort Score 78

Effort Score How To Customer relationships Contact Center 78

Russel Lolacher

JUNE 19, 2022

A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples). Workplace Wisdom Blog. How to be more compassionate.

Culture 98

Culture Consulting Leadership Management 98

Experience Investigators by 360Connext

OCTOBER 31, 2014

They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. Here’s how you can do the same! How many times have you seen one like this? You’re not being the bad kind of spooky. But I…I…oh, how dare me for not wanting to reduce bounce rates.

e-support 197

e-support Social Media Consulting Customer Centricity 197

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? According to Investopedia , an inflection point is: An event that results in a significant change in the progress of a company, industry, sector, economy or geopolitical situation. I think the customer experience plays a huge role.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Social Media 119

Social Media Customer Service Marketing eBook 119

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

Comm100

SEPTEMBER 7, 2015

Anyone who has ever worked in customer service to any capacity has had an angry customer bark them down at one point or another. But did you ever truly learn how to convert those angry complainers into happy, loyal customers? How you respond to customers’ anger affects their decision to stay with you or not.

Guidelines 100

Guidelines Customers Meeting Customer Service 100

Beyond Philosophy

MARCH 10, 2022

What’s more is that research shows that using this simple formula can be magical for your Customer Experiences, too. . Also, Durante says that serendipity increases how much people like an experience relative to the same experience without it. Serendipity in Customer Experiences. It feels like magic.

Consumers 97

Consumers Examples Customers Marketing 97