InMoment XI

MARCH 26, 2024

Learning how to ask for a review can do wonders for your brand. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience. Reviews are also an important source of valuable feedback about your products, services, and overall customer experience.

Examples 260

Examples Brands Strategy How To 260

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). If you’re reading this blog post, you are probably one of them.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today!

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

InMoment XI

OCTOBER 24, 2022

Most companies put out surveys of some kind for customers and employees at different points. In fact, surveys typically have a method behind them to gather specific types of data and to make them as effective as possible. But what is a survey method? What is survey methodology? What Is Survey Methodology?

Survey 493

Survey Analysis Study Data 493

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? What’s the warranty? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. In This Article: What is Conversational Commerce?

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response. Happy New Year!

Customer Service 158

Customer Service Tips Guidelines Policies 158

Steve DiGioia

FEBRUARY 7, 2022

It seems that no matter how many times you talk to him, he continues to “forget” to do what he’s told or at worst, intentionally refuses to do it. So, what do you do with an employee like this? But even one who gives you a line like this; “ Is it really that important that I’m wearing my name tag?

Guidelines 345

Guidelines Leadership Financial Course 345

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.

Feedback 380

Feedback Customers Loyalty Resources 380

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. If you want to dive into the deep end, read on.

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Beyond Philosophy

APRIL 25, 2024

We love them in our news, in our dinner conversations, and even in our commercials. Storytelling is an essential part of communication with customers, too. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox.

Customer Engagement 78

Customer Engagement Engagement Exercises Connections 78

Steve DiGioia

MAY 2, 2022

So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. Focusing on the customer’s safety. 5 Things Pro Wrestling Teach Us About Customer Service.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Listening posts: Help us understand individual customer needs and experiences closer to real-time. What feedback to gather.

Customer Journeys 359

Customer Journeys Social Media Feedback Touchpoint 359

Customer Bliss

SEPTEMBER 18, 2018

In my new Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Let me give you an example. That’s natural!

Engagement 334

Engagement How To Chief Customer Officer Video 334

Steve DiGioia

JANUARY 4, 2021

Every employee wants this. But what does management want from you? For many in the customer service industry, there is little room for advancement and few opportunities to make “change” – a change that is meaningful, impactful, and which enhances the customer experience. But what about YOU, the worker?

Management 279

Management Trends Industry Marketing 279

Steve DiGioia

MAY 3, 2021

She’s sick and is calling out for today. NOOOOOOO, how can this happen? What do you do now? You know how important this day is”. “Aw, How can you be sick today?”. What am I supposed to do now?”. Is Mary giving you an excuse for calling out sick? It happens whether we want it to or not.

Training 312

Training Examples Company Customers 312

Customer Bliss

AUGUST 30, 2021

So, after that trip, Nooyi initiated a practice that she continues today. She personally writes letters to the parents of her top 400 executives describing how the values they instilled benefit PepsiCo, saying “Thank you for the gift of your child to our company.”. And then they enable them to bring that version of themselves to work.

Case Study 310

Case Study Hotels Travel Company 310

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 107

Sales Loyalty Communication Contact Center 107

Comm100

NOVEMBER 15, 2022

There’s no doubt that telephone remains a stalwart customer service channel. Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. Grow customer base. The reasons for this are simple.

Omni-Channel 201

Omni-Channel Chatbots Social Media Software 201

Comm100

AUGUST 17, 2022

Shep Hyken, CX expert and a New York Times best-selling author sat down with Chris Bechtel, Vice President of Global Marketing at Comm100, to discuss the state of customer experience (CX) today. Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. Service is a big part of that.

Meeting 176

Meeting How To Airlines Virtual Agent 176

Thematic

APRIL 29, 2024

Around 2014, I was an AI consultant when several companies asked if I could help them use AI to save time analyzing open-ended survey responses. Since survey responses are traditionally coded by market researchers, I spoke to several of them about how AI can help. What’s happening here? Let’s explore.

Analysis 62

Analysis Feedback Survey System 62

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

Beyond Philosophy

AUGUST 25, 2022

On the Apple phone the other day, it suggested widgets to me of apps I might want to use. The phone notices that I want to use the apps at a particular time of day, so it pushes them to me proactively. Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science.

How To 147

How To Contact Center Hotels Social Media 147

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customers want the attention on them—and they’re willing to walk if they don’t get it.

Net Promoter Score 73

Net Promoter Score Loyalty Programs Customer Service Ecommerce 73

BirdEye

OCTOBER 25, 2023

The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. This blog post gives you an overview of a panel discussion on mastering online listings for your business. It showcases a business’s accountability and commitment to valuing customer feedback.

Tools 105

Tools Strategy Marketing Trends 105

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. However, when they showed me the repeat business stats, what I saw wasn’t loyalty; it was inertia. After all, don’t loyal customers bring you repeat business?

Loyalty 89

Loyalty Rewards Programs Loyalty Programs Airlines 89

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Policies 153

Policies Insurance Call Center Financial 153

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. Set high standards.

Customer Service 105

Customer Service Customer Service Training Communication Customers 105

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Self Service 89

Self Service Airlines Conference Call Center 89

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. Because AI can do what humans can’t. It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. How efficient, you ask? Why the AI frenzy?

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. You can simply read these predictions or take action on them. (I Smarter Customers This is the same prediction I’ve started with for several years.

Trends 95

Trends Customer Service Customer Service Training Customer Retention 95

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Map your customers’ “fishing nets.”

Management 189

Management Insurance Net Promoter Score Connections 189

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” This question is one that many of my clients want to ask me. They don’t say that in so many words, but effectively, that’s what they were asking me to do. Unfortunately, I always disappoint them.

CRM 78

CRM eBook Hotels Exercises 78

Integrity Solutions

DECEMBER 20, 2023

We’re waiting for the other person to finish talking so we can tell them what we know. Let’s explore why that distinction is so fundamental in sales, and what you can learn about active listening in sales from the best sales coaches. Genuine passion for what you’re selling is essential.

Sales 86

Sales Consulting e-support Leadership 86

ShepHyken

NOVEMBER 10, 2021

Recently I was talking to a customer support rep. She said, “I know you want to get this resolved right away. I can give you a fast answer or I can give you the right answer.”. She was almost positive I’d be calling again in the future, even more frustrated than I was today. She was amazing. The call was short.

Loyalty 148

Loyalty Customer Service Training Customer Service Training 148

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Measurement 174

Measurement Customer Journeys Management Net Promoter Score 174

Beyond Philosophy

JANUARY 11, 2024

Suppose I want something; that is where I go first. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level. Customers have habits. But not impossible. Now, it will be automatic.

Return on Investment 89

Return on Investment Insurance Hotels System 89