Are You Overlooking Customer Experience Basics & Accidentally Neglecting Customers?
Experience Investigators by 360Connext
JULY 9, 2019
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overlooking-customer-experience-basics 
Closing the Loop
Horizon CX
JANUARY 2, 2024
Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys.
Metrics 
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The Employee Hierarchy of Needs
ShepHyken
NOVEMBER 14, 2023
Last week, I introduced you to The Customer Hierarchy of Needs based on Maslow’s Hierarchy of Needs. Before you can have a strong customer experience, you must have a good employee experience. Uniqueness: This is often an overlooked opportunity. This week, we focus on our employees.
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How to Measure the Hidden Impact on ROI of Evoking Customer Emotions
Beyond Philosophy
MARCH 1, 2024
A hidden impact exists regarding your experience management return on investment (ROI). It is often overlooked because it lurks between a specific moment in a customer process and the behavior resulting from it. Emotions drive customer behavior, influencing actions beyond what survey responses might indicate.
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What Is Sentiment Analysis? Definition, Types, Importance, and More
InMoment XI
AUGUST 24, 2022
Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), To keep up with expectations and provide a positive customer experience, companies in all industries need a more accurate way to understand and categorize their customer feedback.
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Text Analytics in Customer Feedback: The CXO’s Secret Weapon
Lumoa
JANUARY 24, 2024
After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience.
Analytics 208
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How AI Customer Experience Can Advance Your Business Strategy
InMoment XI
NOVEMBER 20, 2023
In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience. As we delve into the realm of AI in Customer Experience (CX), we will explore how this technology is reshaping the customer-business relationship.
10 Ways to Get Back to CX Basics
Innovative CX
MARCH 6, 2024
Why is it that customer service isn’t improving? If you’re like me, you engage with an organization’s customer service department at least once or twice each month. Labor seems to be more readily available, we have the tools and technology, but yet many organizations continue to struggle to deliver great experiences.
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The Power of Purging Perfunctory Performance
Horizon CX
FEBRUARY 29, 2024
The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element. However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport.
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Revisiting Our Top 10 Most Popular CX Posts Of 2019
Experience Investigators by 360Connext
DECEMBER 17, 2019
And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! 10: Improving B2B Customer Experience: Is It More Personal Than B2C? And therein lies the challenge.
Customer Research: Overlooked & Underutilized Ways to Understand Customers
Experience Investigators by 360Connext
JANUARY 26, 2021
What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research. What is customer research, really? Simple, right?
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10 Customer Service Skills that Every Customer Service Representative Must Have
Uniphore
NOVEMBER 3, 2017
When it comes to providing the best customer service, there are certain skills that everyone staffing your contact center should possess. The following may seem basic for many but it is surprising to me how many times these basic skills are overlooked. Let’s take a look: Read More.
4 Lessons From Amazon’s Bungled TV + Shopping Integration
Kerry Bodine
MARCH 29, 2020
It will be, I hope, a helpful reference for people designing integrated TV + shopping experiences in the future. This past Friday, Heidi and Tim reunited in the Amazon original Making The Cut , which taps into the same basic formula as Project Runway — but with a Jeff Bezos budget. 3) Unoptimized Mobile Experience.
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Omnichannel Customer Service: What, Why, and How?
CSM Magazine
JUNE 7, 2023
By now, you’re probably already familiar with the term “omnichannel” applied to customer service. In this article, we dive into definitions, benefits, and use cases to help you really understand what omnichannel means and how you can leverage omnichannel services to unify and improve customer and employee experience.
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Developing Surveys to Boost Customer Retention Through Actionable Data
GetFeedback
JANUARY 31, 2020
Customer retention is a leading critical performance indicator for companies in 2002, and for good reason. Loyal customers drive increased revenue through referrals and repurchases, while the cost to acquire them has already been earned back. . Leverage CSAT for retention with focused survey questions.
15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 2]
Lumoa
FEBRUARY 6, 2018
The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not.
Reduce Customer Churn: 5 Ways to Understand At-Risk Customers
Experience Investigators by 360Connext
JUNE 22, 2021
Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. They were defined as: Satisfaction. Commitment.
6 Rookie Mistakes to Avoid in Net Promoter Score Analysis
SurveySensum
MARCH 1, 2024
A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue! What does this lead to?
Common Mistakes Businesses Make When Evaluating & Improving Customer Experience
customer sure
JANUARY 10, 2024
These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.
What Are Micromoments, & Why Are They So Important?
Experience Investigators by 360Connext
MARCH 30, 2021
” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. They affect how we perceive people, brands, products and experiences. I could’ve become a customer and even an advocate. And trust is eroded.
Kano Model: Decoding Features for Customer Satisfaction
SurveySparrow
NOVEMBER 28, 2023
Customer satisfaction is the holy grail now. The Kano Model, named after its creator, Professor Noriaki Kano, is a framework designed to prioritize and analyze features based on customer satisfaction. Your customers expect a tasty meal—nothing fancy, just good food. That’s the basic expectation, right? Dont worry.
Grasp this opportunity, it’s the small things that have the biggest effect!
Beyond Philosophy
JULY 6, 2023
The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. This experience is an excellent example of the topic I want to cover today: the disproportionate effect that small things can have on a Customer Experience.
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Amazing Business Radio: Sharad Khandelwal
ShepHyken
AUGUST 10, 2021
Customer Insight. – Customers’ input is as critical as what prevents them from checking out, purchasing something, or returning anything. – The ultimate goal of gathering information is to help this customer solve the problem and prevent future problems. Why is Customer Insight Important for Business?
NPS email: A complete guide (with tips & examples)
delighted
FEBRUARY 26, 2024
Even if you’re just starting your customer experience (CX) management program, you’ve probably heard of Net Promoter Score (NPS): it’s one of the most popular customer experience metrics to measure customer loyalty and satisfaction. What is NPS? That’s all you need!
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Legacy Systems in Retail: How to Overcome, Compete and Thrive
CSM Magazine
AUGUST 16, 2023
It is high time retailers modernise their software to optimise their operations and offer end-to-end Customer Experience, says Lindsay Lucas, CEO of Software Solved. Customer preferences are continually changing, so retailers need to modernise their applications portfolio to operate at the pace of business and market changes.
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Post-sale teams, stop treating your CRM like a Swiss Army knife
ChurnZero
JUNE 15, 2023
With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. There is an old saying that you can’t cut your way to profitability.
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Betting on Satisfaction: The Role of Customer Service in Casinos
CSM Magazine
OCTOBER 31, 2023
However, if you are truly looking for the best online casino in Canada a crucial component often gets overlooked: customer service. The Foundation of Trust You might wonder why customer service is vital in an industry where customers are essentially engaging in a form of risk. The answer lies in trust.
4 Chatbot Customer Service Use Cases for Every Industry
Comm100
JUNE 15, 2022
Digital customer engagement is always evolving. Just as live chat was a technological leap over telephone communication and is proving to be the most essential of all channels, chatbots are the latest technological milestone in customer support. Automate frequently asked questions to better use agent time.
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Measure Customer Loyalty With NPS in Salesforce
GetFeedback
FEBRUARY 17, 2020
You can learn a lot about your customers by asking one simple question: On a scale of 1-10, how likely are you to recommend us? . This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. NPS is a key indicator of customer loyalty.
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Small Business Guide to Live Chat in 2021
Comm100
JANUARY 21, 2021
There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. How many channels offer as many benefits as live chat does for both the customer and business? We’ll get into this later). Cut down costs.
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Powerful Customer Feedback in 5 Simple Steps
Daniel Group
NOVEMBER 24, 2020
What should you do next for a powerful customer feedback program? Today, businesses are talking more about “customer experience.” ” Things may have progressed further at your company, and management has approved starting a formal customer feedback program. If you have not already included them, do so.
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How To Map Long, Amorphous Journeys
Kerry Bodine
JUNE 5, 2017
These journeys were of obvious importance to my clients: By understanding customers’ mindsets and needs along the way, they could help them save more and invest better—benefitting both customers and the business. Of course, you’ll want to validate with customers what they think the start and end points are.
Jotform vs Wufoo: Which one is the Better Form builder?
SurveySparrow
FEBRUARY 23, 2024
And a good debate can’t be overlooked. Whether you aim to gather customer feedback, streamline event registration, or conduct intricate surveys, Jotform provides the platform to bring your vision to life. With advanced features, they let you go beyond basic form building! The platform is also about power. G2 Rating: 4.7/5
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Guest Post: Reset Buyer Strategy to Drive Post-Pandemic Revival
ShepHyken
MARCH 12, 2021
The pandemic has brought everyone back to basics. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. Before we process to discuss the realignment, let us first understand what buyer strategy is all about, specifically with respect to B2B customers. Going the extra mile.
Strategy 145
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A Complete Guide to Omnichannel Customer Service
Comm100
NOVEMBER 13, 2022
A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. CHAPTER 4.
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The Future of Customer Service: AI and Human Collaboration
Playvox
FEBRUARY 29, 2024
Unless you’ve been under a proverbial rock, you’ve heard and seen a massive amount of change in customer service — particularly in the past year. Many are pronouncing that there is no greater revolution in customer care than what’s happening right now. An IVR can save companies millions of dollars. per minute.
What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)
BlueOcean
NOVEMBER 6, 2019
But the truth is that an “agent hour” encompasses much more than basic labor costs – and compensation is only the beginning. And that beginning is this – PayScale cites an average $13/hour for a customer service rep. Overcoming the Expense of Customer Service in Major Urban Centers. The Cost of Contact Center Infrastructure.
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9 Ways You Can Improve The Online Shopping Experience
Customer Bliss
APRIL 19, 2017
E-Commerce site’s leadership often focuses on end to end customer experience for their shopping sites, by using CX approaches like Customer Journey Mapping and advanced approaches like establishing Customer Rooms. But sometimes the basics can be overlooked. Provide customer reviews.
4 Ways Your Policies Can Ruin Your Customers’ Experiences
Win the Customer
OCTOBER 5, 2016
It should be obvious that how you treat your customers is a vital factor in business success, yet many companies become so focused on implementing their policies and procedures that customer satisfaction can get overlooked. Here are four mistakes that can ruin your business in the eyes of its customers.
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Leveraging Customer Service Survey Questions to Boost Your Support Strategy
Retently
MARCH 18, 2024
Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. or a more detailed query, each question is a step towards understanding what makes your customers tick.
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Customer Experience Strategy: Paradigm Shift!
InteractionMetrics
APRIL 16, 2024
Companies seem inordinately invested in their customer experience (CX) strategy. They send surveys, analyze touchpoints, and build out customer personas. But an alarming paradox has emerged: Customers are more dissatisfied than ever. If you misunderstand the customer experience, any strategy to improve it will fall short.
Strategy 52
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Building the Contact Center SOW: The Framework for Success
BlueOcean
SEPTEMBER 30, 2018
When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. TL;DR: When outsourcing your company’s customer service, you can’t solely rely on an unwritten set of rules or assumptions. The Basics. How often are updates to be rolled out?
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192 Top 10 #CX Challenges for 2016
CX Journey
APRIL 21, 2016
Image courtesy of Juju Insipired What customer experience challenges are you facing this year? Even though 2016 is already a third of the way over, I thought it would be interesting to share some findings about key customer experience challenges that have been identified for this year. Were those experiences awesome, too?
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Starbucks Store Closings for Training: Déjà vu and You
Michelli Experience
APRIL 24, 2018
Predictions Made and Predictions Overlooked. As you’ll recall from my last post (based on the limited information available at the time), I offered an opinion concerning the importance of customer service skill development (e.g., the coffee and the coffeehouse experience. Looking Back to 2008. That was 2008! What About You.
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