Customer Interactions

JULY 7, 2015

At this webinar we’ll be discussing how organizations can maximize every ‘Moment of Truth’ with their customers – as the title of this blog post appropriately suggests. We’re excited to be presenting a CRMXchange webinar with Donna Fluss, President of DMG Consulting.

Interaction 28

Interaction How To Consulting Customers 28

ShepHyken

MARCH 10, 2024

Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable. My Comment: We start this week’s Top Five Roundup with an article from one of my favorite CX thought leaders, Stephen Van Belleghem.

Self Service 77

Self Service Customer Service Airlines Touchpoint 77

CX Journey

JUNE 20, 2018

It appeared on their blog on January 16, 2018. One of the goals of journey mapping is to identify key moments of truth, i.e., those make-or-break moments along the customer journey that need to be executed flawlessly in order to deliver a great customer experience. Oftentimes, communications are those moments of truth.

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Customer Bliss

OCTOBER 6, 2016

Here’s one way to visualize it: The defector pipeline IDs make-or-break moments when proactive management and intervention are required to earn customer growth. Sometimes, companies will re-contextualize “a defector pipeline” as “moments of truth.” You don’t want it, obviously.

Chief Customer Officer 192

Chief Customer Officer Innovation Customers Sales 192

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Instead of waiting for customer complaints, you can proactively create experiences to not only avoid them but create WOW moments instead. If your company is not delivering, you probably know it, even if it’s difficult to face the truth. But, trust me here: The truth will set you free. You can handle the truth.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

CX Accelerator

JANUARY 11, 2021

But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Customer service as a differentiator. ,

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

BirdEye

NOVEMBER 10, 2023

This blog delves deeper into a candid conversation between Rebecca Colwell, VP of Product & Customer Marketing at Birdeye, and special guest Steven Greer, COO of Genesis Counseling Center. The blog post explores how Genesis Counseling Center harnessed the capabilities of Birdeye. Birdeye View is now available on demand!

Communication 58

Communication Chatbots Conference Customers 58

Customer Bliss

JANUARY 30, 2020

These are the moments that make it hard to be a customer: waiting, complexity, uncertainty, and sometimes fear and concern. They turn these moments of struggle into ones of reliability, respect, and caring. Building deliberate moments of trust based on customer needs. Then starting with that – designing those life moments.

Company 216

Company Hotels Insurance Travel 216

Experience Investigators by 360Connext

NOVEMBER 3, 2014

At that moment, when I’m speaking with a business leader, I can tell if that person gets it or not. If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. Do they see the truth? What if the truth hurts? Yes, yes, yes. We know it.”

How To 271

How To Leadership Social Media Consulting 271

ClientSuccess

DECEMBER 27, 2022

Focus on key moments of truth: Define success milestones and moments of truth along the customer’s journey. Blog Posts: 3 Keys to Restoring Customer Confidence. Road Map Vectors by Vecteezy. At the heart of any successful customer relationship is a clear and well-defined path to customer success.

Customer Journeys 52

Customer Journeys Customer Success Tips eBook 52

GetFeedback

AUGUST 14, 2019

The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. It’s interesting to take a look at this metric over time. When it was first launched in the third quarter of 1994 — a completely different era, it seems, from today — the score was 74.8 out of 100. In the latest measurement, in Q1 2019, the ACSI was 76.5

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

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. Building upon that strong foundation, you can also add digital-led strategies to critical moments such as revenue expansion opportunities and contract renewal.

Customer Success 52

Customer Success Strategy Touchpoint Tips 52

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. This post takes a look at three moments of truth that are important for banks to consider if they want their customers to love their customer experience. If you haven't already, we invite you to subscribe to our blog !

Customer Experience 48

Customer Experience Banking Metrics Customer Experience Management 48

CX Accelerator

JANUARY 11, 2021

But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. Customer service as a differentiator. ,

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. A teenager may experience a “moment of truth” when he comes home after curfew. What is least distinct cannot be named; what is clearest is unutterable.”.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. We are all guilty of not communicating enough on occasion.so

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others. We are all guilty of not communicating enough on occasion.so

Customer Journeys 182

Customer Journeys Telecommunications Metrics Touchpoint 182

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

NICE inContact

AUGUST 21, 2019

The outside-in view will tell a better story on points of friction and moments of truth. The post Customer Experience is a Two-way Street – You Have to Listen appeared first on NICE inContact Blog. If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX).

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

The outside-in view will tell a better story on points of friction and moments of truth. The post Customer Experience is a Two-way Street – You Have to Listen appeared first on NICE inContact Blog. If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX).

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

SuiteCX

FEBRUARY 22, 2017

The English translation, the moment of truth, first appeared in Ernest Hemingway’s Death in the Afternoon (1932) which was largely about the sport of bullfighting. A teenager may experience a “moment of truth” when he comes home after curfew. What is least distinct cannot be named; what is clearest is unutterable.”.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100

CX Accelerator

JULY 8, 2019

We must reach below the surface to capture the truth. Imagine you are in a restaurant (I’m in one at the time of writing this blog post.) Does it all sound like the Charlie Brown moment when he is on the phone speaking to the teacher “Waw, waw wa Waw”? . "Listening There is a lot chatter going on. while growing up?

Exercises 175

Exercises Groups Video Meeting 175

SuiteCX

JANUARY 16, 2019

With a veritable wealth of verbatim, Moments of Truth, customer feedback, and a trove of response and sales/marketing data and in many cases a very positive NPS alas, those departments still have no true understanding of WHY this is all happening and the levers and triggers that created those data points. First – Minding!

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

CX Accelerator

JUNE 27, 2018

A few learning moments really stood out in this journey…. There were several moments where all we could do was wait, allowing anxiety to creep in. Are there moments where customers often become confused or feel as though expectations are not met? How does Vanderbilt design a patient experience capable of so much?

Hospitality 140

Hospitality Customer Journeys Customer Experience Innovation 140

GetFeedback

AUGUST 17, 2018

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. That way, the customer receives a survey at precisely the right moment. Are you getting the most out of the customer feedback you’re collecting?

Net Promoter Score 150

Net Promoter Score Feedback Effort Score Survey 150

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. Developing a world-class CX strategy is well worth the investment of your time! But what is customer experience?

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Steve DiGioia

MAY 17, 2021

And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences. And many of customers’ “ moments of truth ” occur during customer service encounters while many potential miscues create poor experiences. “You were never trying to close a sale.

Customer Service 341

Customer Service e-support Self Service Customers 341

Customers That Stick

JANUARY 22, 2020

It is a subset of customer experience and often one of the most important parts of any experience because it is often the part of the experience that is the make or break moment, what many in customer experience call a moment of truth. Customer service is not dead, but it is changing.

Customer Service 78

Customer Service Customer Journeys Customers Customer relationships 78

NICE inContact

DECEMBER 19, 2016

CX is very externally focused, all about understanding the customer’s needs, and identifying the moments-of-truth that drive loyalty. To drive out process waste and rework, while focusing on the key customer moments that matter. This strength is rooted in the complementary nature of the two. What is Customer Experience (CX)?

Customer Experience 120

Customer Experience How To Entertainment Measurement 120

CX Journey

MAY 5, 2015

I'm blogging today from the Customer Experience Professional Association's (CXPA) Insight Exchange in San Diego. A quick synopsis of her presentation: Customer Experience leaders are responsible for proactively enabling and embedding customer-focused decision making in their organizations. But…"How do I get my executives on board?"

Strategy 80

Strategy Customer Journeys Customer Experience Government 80

inmoment

AUGUST 27, 2020

This notion is sometimes referred to as the customer’s “moment of truth” and a brand has fulfilled a promise in their eyes when it delivers that moment consistently. To many customers, the difference between failing to keep a promise and failing to deliver on a moment of truth is miniscule. Know Your Customer.

Brands 52

Brands How To Airlines Loyalty 52

Experience Matters

APRIL 24, 2015

As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Customer journey mapping has become a very popular CX tool, and also a hot topic on this blog.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

One Millimeter Mindset

AUGUST 25, 2021

Nothing could be further from the truth. What happens when you speak up and speak out about what you experience: in the moment? Because I doubt any of you reading this blog post has yet created a professional assumption about that in-the-moment scenario. . What are yours? Think things over. I am a senior leader.

Course 106

Course Culture Leadership Innovation 106

ChurnZero

MAY 3, 2022

Moments of Truth (playlist): Focused, impactful CS advice from leaders. The top ten Customer Success blogs to bookmark and start reading. Did you know that, by the end of this week, one-third of internet users* will have watched a tutorial or how-to video? The only problem is knowing where to start—so we’re here to help.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

AskNicely

DECEMBER 28, 2018

So for the moment let’s think of your customer’s inbox. Having top-notch NPS survey response rates help ensure a true representation of loyalty and sentiment along your customers’ journey. An advantage of a simple, quick NPS survey is that it garners higher response rates from customers and clients. Expected Length 4%. Sender Name 64%.

NPS 150

NPS Survey Net Promoter Score Study 150

Horizon CX

APRIL 6, 2021

I first wrote and published this blog topic back in July of 2015. Below is the revival of my original blog post from 2015. As the voice of the customer, we should choose words and speak in a way that includes and welcomes all identities and experiences and continue to learn and grow toward achieving that goal.

Communication 147

Communication Study Meeting Course 147

GetFeedback

APRIL 15, 2019

Short, sweet, and to the point, this question invites attendees to be truthful about any problems they’ve encountered halfway through your event. Some of the responses you get will mention things like boring speakers or long check-in times, which are harder to adjust at the moment. But they should be.

Survey 207

Survey Transportation Conference Hotels 207