Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. Whatever shape the feedback takes, it contains valuable information that can be used to improve your business’ performance. However, first, you have to know where to look!

Analytics 208

Analytics Feedback Net Promoter Score Analysis 208

SurveySparrow

MAY 5, 2024

But here’s the thing—how do you find the perfect gift when you have no idea what they want? It’s the season of giving, and I have come up with the perfect set of Secret Santa Questions to solve that! The idea is also associated with St Nicolas, who is known to have secretly helped those in need.

Survey 52

Survey Tools Customer Experience Video 52

Experience Investigators by 360Connext

JUNE 8, 2021

Past behavior might be helpful for predicting future successes, but what if the context or the entire environment changes from the past to the future? What can a business leader do to look ahead and predict future customer behavior? Know your customers. Know YOUR goals, too. What about their stage of life?

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Retently

JANUARY 19, 2023

They don’t have to worry about going bust because what they sell is what the market needs. Before attempting to measure it, let’s first try to define what product-market fit is. What is Product-Market Fit ? That means they may realize having an issue only when you demonstrate how your solution can benefit them.

Measurement 158

Measurement Survey Marketing Effort Score 158

ShepHyken

MARCH 25, 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. My friend and fellow customer service expert, John DiJulius, shares his thoughts on how AI is benefiting both customer and employee satisfaction.

Loyalty Programs 77

Loyalty Programs Hotels Customer Service Hospitality 77

Experience Investigators by 360Connext

NOVEMBER 2, 2021

But what are they, really? That’s what we’ll tackle today. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer. Customer Service Blueprinting. What will these personas be used for? How are they created?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Steve DiGioia

MAY 1, 2017

What do your customers expect from you? Do you live up to their expectations or only reach your own perceived “ceiling” of service? Is it because your business is “the best”? If customers should do business with you because “you are the best”, what makes you the best? They expect perfection.

Trends 187

Trends Customer Expectations Customers Customer Service 187

BirdEye

APRIL 5, 2023

You have a can’t miss business idea, but you’re racking your brain to come up with a name that does it justice. Nailing down the perfect name is crucial in building a rock-solid brand. In this blog post, we’ll share 150 business name ideas to help you hit the ground running.

Government 98

Government Tips Social Media Consulting 98

Storyminers

JULY 8, 2020

Here are the details on these award-winning businesspeople (who also happen to be pretty good speakers)… “The Rule of 63” The results you want in the future, won’t happen based on what you do today… Reg Athwal Does ‘changing’ something get you results? His clients include, Emirates, Warner Brothers & McDonalds. A Game Changer’.

Competitive Advantage 162

Competitive Advantage Culture ROI Customer Centricity 162

Steve DiGioia

NOVEMBER 11, 2019

Great service is comprised of many parts and each must be present to create the experience every customer desires. I know you’ll agree with me that it should be near the top of your list. Training for the needed service skills is an essential foundational aspect of great service in any industry. Industry Knowledge.

Training 231

Training Guidelines Industry Examples 231

ShepHyken

APRIL 20, 2022

The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. I refer to this as The Perfect Thing to Say. . Let them know you’re in sync with them and what they want to achieve. .

How To 128

How To Customer Service Training Customers Customer Service 128

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. I keep wondering, what’s the answer?

B2C 125

B2C B2B Customer Service Training Customers 125

ECXO

APRIL 7, 2024

It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

Innovation 106

Innovation Connections Analytics Touchpoint 106

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are eight different ways to streamline your customer support. Customers are enjoying self-service options, so give them what they want.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

ShepHyken

MARCH 21, 2023

In a recent interview with Katie Mares, author of CustomHer Experience: The Importance of Tailoring Your Brand Experience to the Female Customer , we talked about creating a five-star experience. Mares had some excellent ideas, and here they are, followed by my commentary. What you say and how you say it matters.

Customer Experience 67

Customer Experience Customer Service Training Course Customers 67

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. The idea comes from Jan Carlson, and if you’ve been following me, you will recognize this concept.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

ShepHyken

AUGUST 17, 2022

It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. In short, if the tray table is damaged or doesn’t work, the passenger may wonder what other airplane parts aren’t working – such as the landing gear!

Airlines 131

Airlines Comparison Advertising Customer Service Training 131

Experience Investigators by 360Connext

AUGUST 23, 2022

But what if: the customer is incorrect. What’s the obvious answer? What’s Obvious to One isn’t Obvious to All… Nor is it Necessarily Right! That it is an easy win simply by doing “what’s obvious.” That means what’s obvious to you might be clear as mud to me!

Guidelines 143

Guidelines Retail Innovation Interaction 143

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. Read on for our top holiday gift ideas for customers, plus tips on how to choose the best gift for your customers, whether at Christmas time or all year round.

Fashion 209

Fashion eBook Social Media Customers 209

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. Make sure to personalize as per your brand’s voice and guidelines.

Sales 114

Sales Automotive Tips Advertising 114

ShepHyken

SEPTEMBER 29, 2021

Here is an interesting idea. Sometimes they try to out-service their competition. What if they looked beyond the competition? What if they looked at the world? What if they looked at the world? . It is a perfect example of this concept. I now want you to think outside your industry.

Industry 156

Industry Hospitality Customer Service Training Leadership 156

Steve DiGioia

JANUARY 6, 2020

But, as a service provider, we never truly know the applicant’s skill set until they’re hired and in contact with your precious customers. Imagine if you could build the ideal customer service agent. What would you do? What skills would you desire? Can Go Off Script. ? Nobody needs to write your words.

Customer Service 200

Customer Service Exercises Customers Course 200

ECXO

MARCH 5, 2024

Revolutionize Your Business with Customer-centric Solutions using Design Thinking As we sail through the digital age, organizations worldwide are riding the wave of digital transformation to enhance customer experience. So, how better to understand what customers value than by involving them in the process?

Customer Centricity 97

Customer Centricity Competitive Advantage Innovation Customer Journeys 97

Retently

APRIL 18, 2024

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? This immediate feedback is gold for any business looking to make your experience even better.

NPS 78

NPS Survey Net Promoter Score Effort Score 78

BirdEye

OCTOBER 31, 2023

In this blog, you’ll learn how to brainstorm name ideas, check business name availability, and ultimately secure a name that aligns with your brand vision and paves the way for your success. Table of contents What is a business name? A business name refers to the official, legal name under which your company operates.

Social Media 110

Social Media How To Tips Brands 110

Retently

MARCH 29, 2023

From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Tesla brings innovation When you drive a Tesla, your concept of what a car should be is irrevocably shaken. This huge success actually shows us the big picture of how markets work.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

JANUARY 4, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This is the perfect “Happy New Year” article. These ideas are brilliant! The focus is on customer outcomes.

Customer Service 145

Customer Service Retail Entertainment Tips 145

ShepHyken

JUNE 13, 2023

He talked about visiting a marriage counselor with his wife, where they were asked to consider the question: Looking back over the last 30 days, if you asked your spouse to marry you again, would they say yes? He then spun that question to business and specifically talked about employment. It’s the same type of question.

Management 75

Management Interaction Customer Service Training Customer Service 75

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. ’ My Comment: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

JUNE 16, 2021

They were upbeat, outgoing and willing to do anything to make their guests’ stay as perfect as it could be. You could feel that customer service was at the heart of what they were about. What an interesting concept. Another employee’s passion was cooking, so we asked what he liked to cook. And small things add up.

Culture 140

Culture Customer Centricity Customer Service Training Course 140

Help Scout

SEPTEMBER 27, 2021

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. Learn what The Supportive is , or browse through all of the posts from this series. I knew I had plenty of learning to do, so I read a bunch of customer service and business books. Delivered by a caring, friendly person —.

Customer Service 73

Customer Service Fashion Customers Measurement 73

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? We’ll walk through how to write prompts to help you better serve your customers, with examples you can add to your CS toolkit. Generative AI will provide content and help you connect ideas and concepts. If so, this article is for you!

Examples 98

Examples Tips Customer Success Analysis 98

ShepHyken

MARCH 23, 2022

He commented on the recent Never, Never, Never Be Late article and sent a list of what he referred to as Things that Require Zero Talent. I did a little research and found similar lists that included all those mentioned above and others including being coachable, smiling, saying please and thank you, being nice, doing what you say, etc. .

Customer Service Training 126

Customer Service Training Course Customer Service Training 126

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The key to the best customer service in the home building industry is using available technology.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

SurveySparrow

DECEMBER 22, 2023

But somehow, it ended up in a brainstorming session listing several creative ways to truly understand what our customers think and feel (other than surveys, obviously!) But somehow, it ended up in a brainstorming session listing several creative ways to truly understand what our customers think and feel (other than surveys, obviously!)

Customer Satisfaction 52

Customer Satisfaction Measurement Survey Net Promoter Score 52

CX Centric

JANUARY 4, 2021

There has been a lot of change in the Financial Services industry over the last 10 years. With the rise of Fintech technology and services, this environment is getting more and more competitive. Financial Services providers need to come up with new innovative solutions for their clients.

Financial 98

Financial Technology Banking Customer Centricity 98

ShepHyken

APRIL 21, 2023

He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Imagine pulling up to a McDonald’s drive-through, and instead of hearing, “Hi, welcome to McDonald’s, may I take your order,” you were greeted with a gruff: “McDonald’s.

Customer Service 62

Customer Service Customer Satisfaction Social Media Communication 62