Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. At the same time, it is also what most companies are missing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Customer Bliss

JANUARY 17, 2020

That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. And these employees and customers talk about three things: Did you do what you said you were going to do? What stupid rules can we kill ?”.

Chief Customer Officer 327

Chief Customer Officer ROI Banking Financial 327

Comm100

DECEMBER 8, 2020

Plus, streamlined processes to get things rolling in the right direction. If you’ve ever dreamt of an assistant that always has the right attitude and the right answers and that rarely needs to check in with you, the chatbot is your dream come true. What is a Chatbot? And that is how they can best be described.

Chatbots 133

Chatbots Customer Satisfaction Customer Service Representative Social Media 133

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Lumoa

AUGUST 18, 2022

“How likely would you recommend (insert business name) to someone?” Somehow, it feels like it’s a DeJa’Vu moment happening daily because as what every company tells its customers, “Your opinion matters” or “You are important to us”. I mean, we get it. I mean, we get it. Undefined goals.

Customer Journeys 208

Customer Journeys Survey Feedback Voice of Customer 208

Lumoa

APRIL 6, 2023

Relationships between customers and brands are the foundation of customer experience (CX) success. To ensure that customer experience is successful, companies must focus on creating strong relationships- by understanding customer needs and providing exceptional service.

Customer Experience 208

Customer Experience Customer Centricity Culture Leadership 208

CX Accelerator

NOVEMBER 11, 2022

Customer experience is multi-disciplinary. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up. In this post, we want to delve into what those skills are and how we would prioritize each if we were building a CX team from the ground up.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Lumoa

NOVEMBER 21, 2023

In many companies, even though customer experience is regularly measured, data transformation becomes challenging for many reasons. In this article, we will go over how AI has transformed customer feedback analysis in detail while throwing some light on the trends, challenges, and the future.

Analysis 208

Analysis Feedback Social Media Chatbots 208

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Company Overview The first pages of your RFP will always be the “get to know you” section.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

Comm100

MARCH 25, 2024

Luckily for business owners and budding chatbot developers alike, launching a quality bot isn’t hard, as long as you know what to watch out for. San Jose State University automates 55% of chats in 29 departments Learn how SJSU are slashing support volumes and increasing capacity with Comm100 AI Chatbots.

Chatbots 240

Chatbots Customer Journeys User Experience System 240

Steve DiGioia

JANUARY 3, 2022

These are the absolute minimums I expect and what a vendor should provide. According to Deloitte, in their paper, “ The True Value of Customer Experiences ”. Creating an effective customer experience is about more than just ensuring your customers receive the products and services they desire in a timely and efficient manner.

Customer Expectations 351

Customer Expectations Social Media Advertising Touchpoint 351

Lumoa

OCTOBER 15, 2023

How often should you collect customer feedback? So, the lingering question is: How do we ensure our approach is not just functional, but truly effective? So, the lingering question is: How do we ensure our approach is not just functional, but truly effective? There’s a huge difference, right?

Feedback 208

Feedback Hospitality Analytics Touchpoint 208

GetFeedback

AUGUST 14, 2019

So, what’s a company to do to earn an even better CSAT score? What’s going on here? To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Back to the question about what a company should do to ensure even better CSAT scores. The score is solid.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Steve DiGioia

MAY 17, 2021

That’s what our customers want and that’s what we wish to provide. According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas.

Customer Service 341

Customer Service e-support Self Service Customers 341

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. Morton , Deputy Chief Veterans Experience Officer at the Department of Veterans Affairs. We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

Kayako

SEPTEMBER 28, 2022

Getting customer service right isn’t easy. New truth: You are competing with the last best experience your customer had.” Providing a good customer experience is the key to retaining customers and maximizing customer lifetime value (CLV). . What is Internal Customer Service? Discover Kayako Single View.

Technology 156

Technology Self Service Tips Customer Service 156

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Experience improves and so does P&L. The Gate Agent has never performed this task before and does not know how to do it.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

ShepHyken

DECEMBER 27, 2019

This week we feature an article by Katie Mares who explains how any business or organization can provide its customers with a five-star experience. Service’ is what we do, it is a product or the transaction to receive the product. So, What is a Five-Star Experience? Often it is the hardest for employees to execute.

Tips 134

Tips Connections Customer Experience Leadership 134

Customer Bliss

AUGUST 18, 2020

Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By now, we are all well aware that the COVID-19 pandemic has drastically impacted customer experience. How do you look for this quality? Pay close attention to how self aware your candidates are.

Customer Service 252

Customer Service Case Study Customers Interaction 252

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. What is most important for any business today? Customers, employees, lead generation, or profit. What is customer engagement? Well, the best answer is customer engagement.

Brands 119

Brands Engagement How To ROI 119

Steve DiGioia

JANUARY 17, 2022

In a past Tips on Thursday newsletter , I wrote about taking the initiative, finding your own course of action, and making a decision based on experience, availability, practicality, etc. How Uncertainty Costs You Money. “But boss, that’s what you told me to do”, John answers back. ”, you say.

Guidelines 291

Guidelines Examples Tips Course 291

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

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. In this blog, you will learn how enhancing your communication strategies will improve your CX significantly.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Steve DiGioia

AUGUST 2, 2021

But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. Did I guess right? To educate.

Customer Experience 230

Customer Experience Sports Leadership Customers 230

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Can you tell us how you got into CX and why you find the space so interesting? Together, we worked on the wireless drive-thru experience for McDonald’s. We’ve updated it for 2017. 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

JUNE 7, 2019

There’s a reason 74% of consumers are very likely to choose another business after having a poor phone experience. A whopping 73% of consumers report satisfaction with their live chat experiences—the highest level of all customer service channels—but just 14% of companies use this technology , and even fewer use it powered by real humans.

Connections 117

Connections Customer Centricity Consumers Culture 117

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? The speed of service delivery has a massive effect on how customers view your support.

Self Service 105

Self Service Effort Score Guidelines Tips 105

ShepHyken

MAY 3, 2019

This week we feature an article by Jaime Bailey who writes about how important convenience has become to the customer experience and how it is a necessity for providing a competitive edge in today’s marketplace. . And the latest area widely touted to provide a competitive edge in the customer experience is convenience.

Loyalty 113

Loyalty Effort Score Social Media Omni-Channel 113

Uniphore

JUNE 9, 2021

Getting the most from automation requires an “employee-first” approach that arms your agents with intuitive solutions to help them work more efficiently and effectively. Here are nine important tips — our maverick moves — that can help you on the road to innovating with the best of them: Get Focused on Outcomes.

Engagement 246

Engagement Contact Center How To Metrics 246

ShepHyken

JUNE 28, 2019

That’s what we all fear. Yet bank employees did not disappear with the advent of the ATM. In general, technology is augmenting —not replacing — the employee. The World Bank finds in its 2019 examination of the workforce that while technology is indeed changing how people work, it’s also creating new opportunities.

Contact Center 110

Contact Center Self Service Banking Airlines 110

Customer Bliss

MARCH 23, 2022

Treating customers with dignity and respect starts with treating employees the same way. Employees need to feel it, experience it, and receive it themselves. The beloved companies care for their employees, because they know this internal culture builds trust and inspires great work. Hiring is frenzied with nearly 11.3

Case Study 139

Case Study Culture Study Company 139

Customer Bliss

JUNE 8, 2020

Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. During our 45 minutes together, Yamini shared insights into her path as a perennial CCO and she answered audience questions about how she’s putting her experiences and her ability for pattern recognition to work.

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

Uniphore

DECEMBER 6, 2021

They can even implement superb customer experience strategies; but without an able and trustworthy leader at the helm, they will ultimately fail. They lead their organizations through the changes and challenges that contact centers encounter and champion processes and procedures to deliver excellent customer experiences.

Contact Center 130

Contact Center Leadership Training Technology 130

SurveySensum

FEBRUARY 23, 2024

Sounds like a dream, right? Now, what is a pulse survey? Think of it as the heartbeat of your company, pulsing with the rhythm of employee sentiment. Pulse surveys aren’t just about collecting data – they’re about taking action to boost employee engagement. So, what are you waiting for?

Employee Engagement 52

Employee Engagement Survey Engagement Feedback 52

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. From clients and customers commenting on our blog.

Customer Service 94

Customer Service Policies Customers Customer Experience 94

ShepHyken

JULY 26, 2019

This week we feature an article by Charles Richard who shares an article about how important it is for software development companies to have a successful customer experience strategy. We all crave for “more”- entrepreneurs expect more from their employees whereas your coworkers as well customers may expect more from you.

Software 113

Software Strategy Company Customer Experience 113

BirdEye

APRIL 26, 2024

This blog post discusses the content creation tools businesses must use to enhance their campaigns. Table of contents What are content creation tools? Dall-E Invideo Audacity Discord Let’s explore how these tools can transform your content creation process. No more writing block, no more spending hours writing content!

Tools 59

Tools Social Media Multi-Channel Video 59