InMoment XI

MARCH 10, 2022

We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. More specifically, we’re going to cover the first two steps in our success improvement framework: Step 1: Design Step 2: Listen. Where to start, though? Step 1: Design.

How To 493

How To Social Media Survey Data 493

InMoment XI

AUGUST 31, 2022

Constant engagement is key to creating a quality, meaningfully improved customer experience (CX). And for banks especially, the quality of the experiences customers have with a brand is the key factor in determining a customer’s longevity and willingness to maintain a relationship with a company. Transactional Surveys.

Banking 493

Banking Survey How To eBook 493

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in! Get Executive Buy-In.

System 493

System Chatbots Fashion Study 493

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. Surely customer support could help me sort this out. You can try calling back and perhaps another office will have a supervisor.”

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Journeys Customer Experience Net Promoter Score 260

InMoment XI

SEPTEMBER 1, 2022

There is something to be said about how vital it is to leverage market research to understand your non-buyers so you can convert them into customers. But focusing on how to improve customer retention is just as important, if not more. That is why your customer retention efforts are so important.

Customer Retention 260

Customer Retention How To Customer Journeys Telecommunications 260

InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business.

Case Study 493

Case Study NPS Survey Analytics 493

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 529

Retail Customer Centricity Government Chief Customer Officer 529

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Steve DiGioia

JULY 5, 2021

Along with all the responsibilities of your job and the myriad of tasks you must do each day, I want to add a few more things to that list by asking you to use these 10 phrases that will make someone’s day better. Most everyone we come across has their own issues that lurk under their sometimes-false façade. Here’s how to do it.

Financial 325

Financial Tips How To Interaction 325

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week. What are the adjectives that customers use to describe you? How would you like them to describe you?

Advertising 148

Advertising Customer Service Training Interaction Customer Experience 148

Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Tips 189

Tips How To Communication Loyalty 189

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Whether you’re new to customer experience management or a seasoned leader, it can feel challenging to know where to prioritize your time and resources, can’t it?! There is a lot of area to cover when designing better customer experiences. Or goals are too abstract, like “make every customer experience better than the last.”

How To 248

How To Net Promoter Score Course Customer Journeys 248

Experience Investigators by 360Connext

DECEMBER 14, 2021

2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. Customers were able to pick out their produce again at the grocery store.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. More referrals?

Feedback 380

Feedback Customers Loyalty Resources 380

Steve DiGioia

MARCH 25, 2020

…my thoughts on the Coronavirus and what comes next. Because of the Coronavirus, I think I should stop writing, at least for a while until the world gets back to normal. I realize the world doesn’t need more stories from me when they’re more focused on the virus. We realize this now more than ever. Well…yes, it is.

Hotels 262

Hotels Course Leadership Financial 262

Steve DiGioia

JUNE 22, 2020

In my recent post, “ 3 Reasons Why We Let Businesses Take Us For Granted ”, I asked these questions, “Do we not value ourselves enough as a customer to expect the best or at least average service? Here’s my story…. What’s the first thing that comes to mind? They might as well stay here because the expectations are low.

Guidelines 288

Guidelines Course Management Retail 288

Experience Investigators by 360Connext

NOVEMBER 30, 2021

In my work consulting, training, and running workshops , one consistent theme I find is teams are super eager to begin the Customer Journey Mapping process. Customer Journey Mapping can reveal — and help solve — a lot of problems in the customer journey. What is a CX Persona? Motivations. Frustrations.

Customer Journeys 367

Customer Journeys Customer Experience How To Touchpoint 367

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

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. Fortunately, BPO chat support is here to help! But that’s not all!

Self Service 96

Self Service Knowledge Base Exceptional Customer Service Training 96

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. Check it out here.

Loyalty 88

Loyalty Airlines Consulting Financial 88

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. The employees didn’t know how to get to their store and basically knew nothing. Customers have Feelings too.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? When you express gratitude towards your customers, it triggers a positive psychological response.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

Beyond Philosophy

OCTOBER 5, 2023

Since I am sure many of you have been wondering along the same lines, I wanted to share what we discussed about this business problem here, too. The additional fees, however, would generate more revenue to balance additional costs while allowing them to maintain their current price point, and their competitiveness, ostensibly.

Airlines 151

Airlines Tips Course Examples 151

Integrity Solutions

APRIL 8, 2024

The reason this kind of training and coaching isn’t creating the impact they’re looking for is simple: It only addresses one of the sales conversations a salesperson has — the conversation with their customer. Lately, though, it’s as if those pressures have been magnified times ten.

Sales 73

Sales Training Financial Travel 73

CSM Magazine

FEBRUARY 2, 2024

My drink came right away, and I sat back and relaxed. The fact that the next table’s order had already come, and they were almost finishing their meal didn’t help. A bit later she came back and said it would be a few minutes longer. The changes the restaurant management had made had resulted in a poor customer experience.

How To 52

How To Wait Times Social Media Banking 52

Magellan Solutions

APRIL 17, 2024

With this, there’s a pressing need to streamline and automate data entry processes that consume valuable selling time; this is where automating CRM data entry services comes in. Keep reading to learn more about automating CRM data entry services and boosting sales. Here’s how it can truly impact your sales performance: 1.

CRM 52

CRM Sales Data Customer relationships 52

BirdEye

NOVEMBER 7, 2023

Using this ‘language’ in your communication can change how you connect with customers in today’s fast-moving world. We’ve offered a list of common acronyms for texting and explained how to use them to improve customer experience. How to use text abbreviations in customer communication?

How To 116

How To Social Media Communication ROI 116

BirdEye

DECEMBER 8, 2023

It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Strategy 116

Strategy Management Social Media Brands 116

BirdEye

DECEMBER 8, 2023

A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. I haven't heard back from you or your team. I am here to help!

Examples 110

Examples Communication Feedback Meeting 110

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

BirdEye

OCTOBER 26, 2023

Today, reviews have become more than just words on a screen. Positive reviews create a sense of social proof, making it more likely for others to buy, while negative reviews repel. A good review creates a sense of urgency, driving customers to purchase so they don’t feel they might miss the opportunity.

Brands 116

Brands Multi-Channel Consulting Report 116

Beyond Philosophy

MARCH 7, 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: You have a hidden impact on your return on investment for your customer experience management programs. Value is fundamental here.

ROI 78

ROI Return on Investment Exercises Measurement 78

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. I’m going to summarize the process here.

How To 141

How To Customer Service Training Leadership Meeting 141

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67