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

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. What is Omnichannel Customer Experience?

Omni-Channel 260

Omni-Channel Customer Experience Social Media Touchpoint 260

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Tips 266

Tips Contact Center Communication Connections 266

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Ah, therein lies the problem.

Metrics 288

Metrics Customer Centricity Innovation Measurement 288

Steve DiGioia

AUGUST 27, 2020

A heavy-handed approach without caring for the feelings of another is a sure way to lose a friend. And it’s even worse when done to a customer. Have you ever had a salesperson or customer service rep tell you something in a way that came across as rude or uncaring? 7 Guaranteed Ways to Lose a Customer.

Tips 208

Tips Communication Measurement Customer Service 208

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. of their share of deposits.

Financial 191

Financial Trends Self Service Customer Experience 191

Steve DiGioia

FEBRUARY 1, 2021

If you can smile for every customer even though you recently faced your own personal tragedy, If you can keep your promise to a customer even if it costs you more money, If you can be accountable to follow through on a customer’s difficult request even though it takes you away from other responsibilities, If you can overlook the sometimes rude comments (..)

Groups 328

Groups Customer Experience Industry Customers 328

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Chatbot growth continues.

Trends 206

Trends Customer Service Chatbots Omni-Channel 206

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Be direct about the problem, but don’t lose your temper. So that’s my advice for the customer. Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem.

Customer Service 136

Customer Service Social Media Customer Service Training Training 136

Magellan Solutions

MAY 3, 2024

Understanding Outsourcing vs Offshoring Outsourcing involves hiring third-party vendors or service providers, locally or internationally, to handle specific business functions. The goal is to use external expertise and focus on core competencies. So, between outsourcing vs. offshoring solutions, which one works for you?

Culture 52

Culture Resources Communication Strategy 52

Retently

JUNE 28, 2023

While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? This can affect customer sentiment and satisfaction.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Kristina Evey

OCTOBER 8, 2014

Which Comes First – The Customer or Your Staff? Customer service is an obvious and crucial focus for any company looking for sustainable financial success. You MUST focus on customers. Customers today are leaving businesses that take them for granted. Both are truly equally important.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

FEBRUARY 14, 2023

If we’re losing market share to a competitor, we analyze why. Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? Follow on Twitter: @Hyken

Company 150

Company Customer Service Training Online Experience Customer Service 150

Team Support

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Siloed systems is one of the most prominent obstacles customer service teams face today.

Self Service 98

Self Service Chatbots Knowledge Base Poor Customer Service 98

BirdEye

MARCH 15, 2024

A business YouTube channel is powerful for brand visibility, customer engagement, and content marketing. Consolidating your digital presence to focus on more impactful platforms. No longer producing content that aligns with your evolving business objectives, market trends, or customer expectations. Know This First!

Social Media 58

Social Media How To Video Data 58

Team Support

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

Omni-Channel 108

Omni-Channel Social Media Training Feedback 108

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 105

Call Center Contact Center Chatbots Virtual Agent 105

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. For many businesses it can take months or even years to recover from losing a key team member, especially if you struggle with hiring and onboarding employees. If repeat customers are gold, loyal customers are platinum.

Customer Service 84

Customer Service Chatbots Retail B2C 84

NobelBiz

APRIL 30, 2024

AI-based call centers are revolutionizing how businesses interact with their customers. The customer service you provide will either make or break your brand. From improving response times to personalizing interactions, artificial intelligence is now setting new standards in customer service efficiency and effectiveness.

Call Center 104

Call Center Contact Center Chatbots Virtual Agent 104

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

Customer Service 90

Customer Service Social Media Tips Multi-Channel 90

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

Beyond Philosophy

APRIL 16, 2021

Realize that sometimes you need to lose a battle to win the war. Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. Rule #3: Realize that sometimes you need to lose a battle to win the war.

Company 148

Company Management Consulting Measurement 148

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. If they leave and take 3 out of 4 customers with them, that could be painful to a company. Many companies are automating their processes, which can make it easy for the customer.

Customer relationships 160

Customer relationships Self Service Customer Service Training Customers 160

SurveySensum

DECEMBER 15, 2023

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. These surveys play a crucial role in gaining insights into why customers leave.

Survey 52

Survey NPS Feedback Case Study 52

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Sending customer questions to the LLM?

Training 109

Training Interaction Chatbots Customer Centricity 109

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Self Service 131

Self Service Customer Service Customer Focused Customer Service Training 131

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer Effort Score Policies Customer Service Training 123

CSM Magazine

NOVEMBER 3, 2023

In today’s hyper-competitive and ever-evolving online sports betting industry, it has never been more important for platforms to provide the best customer support services possible. One poor experience can be all it takes for a site to lose a loyal customer forever.

Sports 52

Sports Customer Satisfaction Gamification Strategy 52

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

Customer Service 109

Customer Service Entertainment ROI Retail 109

Blake Morgan

JANUARY 2, 2024

                                     The pandemic whirlwind has reshaped everything, including customer service. But are we losing sight of what truly matters in contact centers now? One of the critical themes Donna emphasizes is building trust with customers through transparency.

Contact Center 52

Contact Center Leadership Tips Customer Insights 52

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Self Service 207

Self Service Customer Service How To Contact Center 207

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. There are a number of reasons customers might come back.

Loyalty 173

Loyalty Customers Customer Service Training Retail 173