Sat.Mar 22, 2014 - Fri.Mar 28, 2014

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Don’t Forget Your Customers’ Feelings – Part 2

InMoment XI

In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.

Study 200
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Build a Strong Customer Service Team To Keep Your Customers Happy

Joe Rawlinson

'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.

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The Worst Customer Service Email Subject Lines Ever. And How To Avoid Bad Email Service.

Win the Customer

'Successful email subject lines are eye-catching, attention-grabbing and tempting. But there are also annoying, boring, careless, lazy, desperate, or worst of all, deceiving subject lines that give all other hardworking subject lines a bad rap.

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Customer experience vs customer service

Very Best Service

'Customer experience vs customer service: a war of words? The debate rages on between supporters of customer experience and fans of customer service. The former argue that customer experience is holistic, it covers the whole range of interactions between the company and its customers, pre-sale, during the sale itself and post-sale. In their vision, they reduce customer service to processes put in place when clients need problems fixed or when they wish to notify the company of their new address.

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Don’t Forget Your Customers’ Feelings – Part 2

InMoment XI

In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.

Study 200

More Trending

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Repetition is Key to Consistent Customer Experience. Keep Serving, Even When You’re Not Perfect.

Win the Customer

'By repetition, good customer service actions become habits and eventually natural behavior. With effective training and consistent practice, great customer experience can be part of our natural behavior in any customer interaction.

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10 compelling reasons why you need to be successful at trial conversions

Amity

A free trial version of your SaaS offering is a very efficient method of getting users to understand the value of your product and create demand for it. On the surface it appears to be a great means of showing, not telling, why your solution is the right answer to their problems. However, many potential customers can, and do, evaluate your product without ever contacting you and well, sadly vice versa.

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Don’t Forget Your Customers’ Feelings – Part 2

InMoment XI

In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.

Study 200
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Getting what you pay for: How Amazon’s membership fee retains customer loyalty

Service Untitled

'Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.

Loyalty 58
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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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Show Your Customer Some Appreciation and Increase Your ROI With Better Customer Service

Win the Customer

'Customers love feeling special, they crave being part of an exclusive group. Even the smallest thing you to do to show your customer you go out of your way for them will have a positive impact in the customer experience.

ROI 119
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Four Ways PSIM Can Help in Active Shooter Situations

Customer Interactions

'In recent years, active shooter incidents have become more frequent and widespread. Just look at some of the incidents over the last 15 years – Columbine, Newtown, Virginia Tech, the Aurora movie theater shooting, the Naval Ship Yard shooting. While nothing can fully stop people intent on doing harm, the latest technologies can certainly help with immediate awareness and response.

Video 29
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The Funk Brothers, Motown, and The Role of the Salesperson in Selling a Car

InMoment XI

Next time you’re in Detroit, head on up to 2648 West Grand Boulevard. Just off the Lodge and a few streets past the hospital you’ll see Hitsville, USA. With a little imagination you’ll hear the sounds coming from Studio A of Diana, Marvin, Stevie, Smokey and the many others that made Motown famous. . View Article.

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Customer Surveys Are Going Mobile

Brad Cleveland Blog

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” That’s how Forrester analyst Roxana Strohmenger puts it, and I agree. As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets.

Survey 20
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Navigating the Future: Unveiling Trends and Bold Predictions in Customer Experience

Ready to explore 2024’s CX landscape? Join experts from SMG and guest Forrester as they discuss prominent trends actively shaping the industry and dive into a stack of bold predictions for the year ahead. Will the average customer experience improve? How can leaders leverage their CX metrics to establish financial linkage? What will global firms achieve using customer-facing generative AI?

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Don’t Forget Your Customers’ Feelings

InMoment XI

“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .

Customers 200
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The Funk Brothers, Motown, and The Role of the Salesperson in Selling a Car

InMoment XI

Next time you’re in Detroit, head on up to 2648 West Grand Boulevard. Just off the Lodge and a few streets past the hospital you’ll see Hitsville, USA. With a little imagination you’ll hear the sounds coming from Studio A of Diana, Marvin, Stevie, Smokey and the many others that made Motown famous. .

article thumbnail

Don’t Forget Your Customers’ Feelings

InMoment XI

“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .

Customers 200
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The Funk Brothers, Motown, and The Role of the Salesperson in Selling a Car

InMoment XI

Next time you’re in Detroit, head on up to 2648 West Grand Boulevard. Just off the Lodge and a few streets past the hospital you’ll see Hitsville, USA. With a little imagination you’ll hear the sounds coming from Studio A of Diana, Marvin, Stevie, Smokey and the many others that made Motown famous. .

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Don’t Forget Your Customers’ Feelings

InMoment XI

“Just ask how I’m feeling. Just ask and I may tell you…but no one does.”[1] ——- Think about the last time you dined at a restaurant. How did that experience make you feel? When the restaurant manager came to your table to welcome you back and thank you for your business, did you feel appreciated? .

Customers 200
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Customer Surveys Are Going Mobile

Brad Cleveland Blog

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” That’s how Forrester analyst Roxana Strohmenger puts it, and I agree. As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets.

Survey 20