Experience Matters

DECEMBER 9, 2016

Lots of people talk about the power of service recovery, and now we have the data to prove its value. Not only does a good response to a bad experience cut down on sales loss, but it also increases loyalty for some customers. In the Temkin Group report What Happens After a Good or Bad Experience, 2016, we […].

Loyalty 187

Loyalty Groups Report Sales 187

Alida

DECEMBER 9, 2016

A customer journey map is a simple idea that has become overly complicated. At its core, a customer journey map tells the story of a customer’s experience. It begins at initial contact, develops with engagement and forms a long-term relationship between a brand and its customers. It identifies key interactions and defines the various feelings, motivations and expectations that a customer might have at each touchpoint.

Customer Journeys 224

Customer Journeys How To Touchpoint Social Media 224

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. I agree! There is a big difference between satisfied customers and loyal customers. Satisfactory is a rating. Loyalty is an emotion. – Shep Hyken. Remember the days when “another satisfied customer” was the greatest mark of success for any brand?

Customer Satisfaction 97

Customer Satisfaction Net Promoter Score Loyalty Connections 97

Amity

DECEMBER 9, 2016

Ever log on to your computer in the morning and immediately get that sense that you’re drowning? The sheer abundance of information we’re exposed to online can overload even the fastest and most voracious readers—some of which include your prospective customers. While wading through this endless sea of content, I’ve recently read a few amazing articles that speak about how to market to your current customers in order to increase retention and help them continuously succee

Customer Success 89

Customer Success Marketing Company e-support 89

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

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OpinionLab

DECEMBER 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. But more and more this mobile growth is translating into hard dollars. On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day.

Consumers 60

Consumers Consulting Sales Trends 60

OpinionLab

DECEMBER 9, 2016

Growth in mobile usage and its impact on both consumer habits and customer experience is not a new story. But more and more this mobile growth is translating into hard dollars. On Cyber Monday 2016, sales completed through mobile devices for the first time smashed through the $1 billion barrier , growing 29% year over year and accounting for 27% of total digital commerce that day.

Consumers 60

Consumers Consulting Sales Trends 60

Helen Dewdney

DECEMBER 9, 2016

Supermarkets, love them or hate them, most of us use them. Most of us have opinions about them all too. I surveyed the public and found these top five hates of supermarkets: Queueing. Rude staff particularly those talking to colleagues when they should be paying attention to the customer. Companies not accepting responsibility – ‘we are sorry, how can we put this right’ not lame excuses or blaming customer.

Comparison 55

Comparison Training Feedback Customer Service 55

Myra Golden

DECEMBER 9, 2016

I have a treat for you today! A free module from my customer service online training. I’m so excited to be sharing this with you! I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service How To Customer Service Training Training 53

LiveChat

DECEMBER 9, 2016

So it happened. A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. For you, it means that once somebody buys a product, that’s when your hard work begins. Falling in love is the easiest part of any relationship.

Customer Engagement 47

Customer Engagement Engagement Strategy Social Media 47

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Communication

Myra Golden

DECEMBER 9, 2016

I have a treat for you today! A free module from my customer service online training. I’m so excited to be sharing this with you! I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 48

Customer Service How To Customer Service Training Training 48

Verint

DECEMBER 9, 2016

In the previous blog post , I introduced the director of global business process services at a leading enterprise technology company. The director set out on a journey to provide back-office managers with the data they needed to make effective decisions around employee productivity. Part one covered the first four hurdles she had to overcome. Following are four more she conquered to make her vision a reality.

Technology 35

Technology Data Management Company 35

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden).

Customer Service 66

Customer Service Multi-Channel Consumers Knowledge Base 66

Stella Connect

DECEMBER 9, 2016

At Stella Connect, our mission is to use real-time customer feedback to drive engagement and motivation across front-line teams. The Stella Connect Star of the Week blog series highlights one amazing piece of customer feedback received via Stella Connect each week. These pieces of feedback help illuminate the amazing work that front-line staffers are doing every single day.

Connections 46

Connections Feedback Engagement Customer Service 46

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