Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

InMoment XI

APRIL 6, 2022

If your products or services aren’t performing well, it might not be because of the product itself. Instead, there could be a problem with the customer journey. Your customers’ journey can drastically affect how your customers experience your company—and whether or not they eventually become loyal to your brand.

Customer Journeys 517

Customer Journeys Touchpoint Loyalty Customers 517

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. How exactly do you do this? In the modern digital world, it’s by creating a seamless customer experience strategy.

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

Steve DiGioia

MAY 23, 2022

You may work for a giant worldwide conglomerate that maintains a core set of values, standards, and practices, but can each of these standards be maintained in every venue? Well, if you’re the Ritz Carlton or McDonald’s , you can. Can you still provide the same level of service as others?

Sports 361

Sports Fashion Hospitality Hotels 361

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. But many decided the grocery delivery services they discovered during the shut downs were ideal for their lives. It’s time to wrap up another year.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. But as technology evolves, so do the expectations. Consequently, so does the demand for a good customer experience. Telcos are finding ways to adapt to the changes. .

Industry 236

Industry Telecommunications Customer Experience Multi-Channel 236

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. And how do offshore solutions, interpreters, and texting play a role?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. With workers harder to come by, employers will need to do more to attract and retain talent in the years ahead.

Customer Experience 301

Customer Experience Chatbots e-support Customers 301

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. When you’re feeling lost, it’s a great time to revisit (or set!) your CX foundations.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

How To 78

How To Exercises Video Customers 78

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . The late, great CEO of Zappos promoted this idea and he was absolutely right. To deliver exceptional customer experiences, everyone in your organization needs to be on board. You can do this, too.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. S atisfy – Make it right.

Customer Service 341

Customer Service e-support Self Service Customers 341

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

How To 378

How To Customer Journeys Culture Training 378

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. So how do you run better CX meetings? Who Needs to Know What We’re Doing?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Comm100

SEPTEMBER 6, 2022

The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever.

Chatbots 130

Chatbots Company ROI Omni-Channel 130

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

Steve DiGioia

FEBRUARY 25, 2021

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. What were you thinking?

Tips 189

Tips Training Customer Focused Customer Service 189

ShepHyken

AUGUST 24, 2022

Think of the brands or companies you enjoy doing business with the most. What is it that makes you want to come back? The product does what it is supposed to do. . They have great customer service. . They provide a great overall customer experience. . You like the employees.

Customer Service Training 129

Customer Service Training Customers Customer Service Customer Experience 129

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Storyminers

AUGUST 20, 2020

Why do we enjoy hearing some stories again and again? More importantly, how do you turn your brand into a story? And how do you make your story tweetable, i.e., told in 140 characters or less? If your brand comes across as a David, you will be cheered in the marketplace. What makes a story stick around?

Retail 264

Retail Entertainment Sports Comparison 264

Steve DiGioia

MARCH 25, 2020

It seems like the logical thing to do. So, what should I do? What should we do? Will we ever care about customer service the same way again? After all, is it really that important after what we’re going through now? True service comes from caring for another’s wellbeing and putting their needs above our own.

Hotels 262

Hotels Course Leadership Financial 262

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 159

Customer Service How To Omni-Channel Video 159

Comm100

DECEMBER 1, 2022

Investment into higher education customer experience (CX) is growing – and growing rapidly. Customer service agents are the voice of every brand. As a result, agents hold great power over the outcome of a student’s experience. What can education institutions do about this now?

Omni-Channel 159

Omni-Channel Chatbots Meeting Software 159

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. AI can help businesses engage customers, automate operations, and improve employee efficiency. Thank you so much for joining us today. Thank you guys both so much for joining us.

Brands 111

Brands Data Technology Consumers 111

TechSee

JULY 14, 2021

Customer service capabilities have recently taken a giant leap forward with the launch of Eve Cortex , the world’s first Computer Vision AI platform that empowers enterprises to custom-build their own visual AR Assistants with a few clicks. John Caroll , CEO at Service Council, an industry leader in customer service.

Self Service 207

Self Service B2B Video Contact Center 207

Steve DiGioia

SEPTEMBER 10, 2020

I used to love watching the faces of new employees when I tell them that I want to hear their thoughts and views of “how we do things here”. I would tell them, “If you think you have a better way of doing things, I want to hear it”. This is how great teams are born. The Humble Manager Values Teamwork. I believe so.

Tips 191

Tips Management Course Customer Experience 191

CSM Magazine

JUNE 8, 2023

Customer service sucks. It is worse today than in 1979 when I decided to do something about customer service and developed the world’s first customer service program, Feelings which was released in January 1980. Most owners of businesses believe they already have great service.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

Beyond Philosophy

FEBRUARY 1, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: Customer research is an essential part of managing their experiences to foster customer loyalty. Seven years is a long time relative to customer markets.

Consumers 78

Consumers Self Service Survey System 78

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. and that’s exactly what customers want.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. Who do you believe?

Travel 90

Travel Customer Service Airlines Poor Customer Service 90