Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. It’s the heart and soul of your brand.

Customer Experience 148

Customer Experience Net Promoter Score Effort Score Social Media 148

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. The customer is king” is an old saying, yet it has never been more relevant than it is now. Unhappy customers can swipe left or click a button, and poof ! Collaboration is Key for Customer Service Success.

Customer Service 292

Customer Service Social Media Ecommerce Competitive Advantage 292

Comm100

FEBRUARY 24, 2022

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels of all. So, how does live chat fare in higher education? . Given that Gen Z spend as much as 74% of their free time online , higher education live chat is a no-brainer.

Chatbots 177

Chatbots Knowledge Base Wait Times Survey 177

Experience Investigators by 360Connext

MARCH 30, 2021

I’ve adapted the talk for you into the article that follows. If you’d like to watch the full video, I’ve embedded it at the bottom of the article. Here’s a link to save you from having to scroll. I want you to sweat the small stuff. It’s won’t necessarily ruin your day.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

GetFeedback

APRIL 8, 2019

And let’s be honest, that doesn’t improve the customer experience. In some cases, buyer personas limit you to targeting one or two types of people, ignoring the different stages of the buyer cycle entirely. Instead, try these deep audience research methods to uncover who your audience truly is and what they want.

Customer Journeys 207

Customer Journeys Analytics B2B Social Media 207

Zeisler Consulting

AUGUST 24, 2022

He said, “Z, why do you hate NPS so much? Don’t you think there’s anything redeeming about it?” Now, in fairness, I don’t “hate” NPS. Moreover, without any sort of deeper reflection on why scores are what they are, the scores themselves are of little use.

NPS 72

NPS Effort Score Comparison Consulting 72

Comm100

MAY 16, 2021

With so much choice, consumers can jump from one brand to another quickly, and in most cases, easily. And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience. Customers want instant answers.

Software 166

Software Knowledge Base Social Media Omni-Channel 166

ShepHyken

APRIL 29, 2022

He shares how organizations can use data and AI-powered tools to benefit customers. I recorded the audio of the conversation, which allows me to focus on what my source is saying, so I can ask better follow-up questions. In fact, I now hate it when companies don’t use the information they have about me to make my life easier!

Insurance 161

Insurance Poor Customer Service Policies System 161

Comm100

MAY 23, 2022

Telephone and email support doesn’t cut it, especially when you consider that 60% of Gen Z say that they ‘hate calling people’. Gen Z doesn’t just avoid talking on the phone – 60% of Gen Z say that they “ hate calling people ”. This live chat feature is extended even further when connected to your CRM.

Engagement 130

Engagement Chatbots Transportation Comparison 130

Comm100

MAY 11, 2020

Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! The next point explains why.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Beyond Philosophy

OCTOBER 29, 2022

Neither of us is much of a runner. Fear is also a powerful tool for marketers to get customers or potential customers to care about something. So, why does fear motivate us so much? In some cases, you might even have an involuntary response as the fear you feel taps into something primal.

Marketing 88

Marketing Consulting Video Financial 88

Kayako

MARCH 14, 2022

The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. The cost of acquiring new customers is up to 25 times higher than retaining them. So, where do you start?

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

C3Centricity

MARCH 6, 2019

In most countries, the Police have a love / hate relationship with their population. You can imagine my surprise, therefore, to find myself writing about how they appear to be adopting a customer first strategy in Switzerland! They are customer centric. They have adopted a customer first strategy! Let me explain.

Strategy 195

Strategy Customer Centricity Exercises Customers 195

Kustomer

JULY 6, 2023

As CMO of Kustomer, I have shadowed many customer service agents, doing hundreds of ride-alongs and stakeholder interviews, many of them with individuals from this rising generation. Work is the one area where customer service agents do not get much support from AI. The workforce is rapidly changing. I know I was.

Customer Service 98

Customer Service Exercises Chatbots System 98

Lumoa

APRIL 3, 2018

How do you make important or day-to-day consumer decisions in your life? Whom would you consult if you were choosing a hairdresser's saloon or a new car to buy? 83% of customers would trust recommendations from the people they know : colleagues, family, friends, etc. The question is, how can you measure it?

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337

Comm100

MAY 11, 2020

Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). We all know that the customer drives the strategy behind customer support – after all, ‘the customer is always right’! The next point explains why. .

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Beyond Philosophy

NOVEMBER 3, 2022

So, with Halloween coming up, we decided we would dive deeper into why this is and why it works to get people to do things. Some of the reasons might, well, scare you. Okay, they probably won’t scare you but will surprise you. See, we were tricking you. So, why is fear so motivational?

Marketing 78

Marketing Insurance Examples Consulting 78

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective. Here’s why.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective. Here’s why.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Comm100

JUNE 1, 2022

Both B2C and B2B organizations that don’t offer live chat are missing out on significant benefits that extend beyond providing high quality customer service. If you’re still on the fence about introducing live chat into your operations, read on as we take look at the top 4 problems that organizations not using live chat software are facing.

Software 130

Software Multi-Channel Chatbots B2C 130

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Or you can listen to the latest episode of my podcast here. No amount of time or money savings are worth it to you. It’s emotional.

Loyalty 172

Loyalty Airlines Banking Customers 172

TechSee

MARCH 17, 2021

to fix your internet connection only to have him arrive late and leave with the issue unresolved. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Imagine if your smartphone or tablet had eyes and could see. Computer Vision.

Self Service 164

Self Service Wireless Competitive Advantage Consumers 164

Kayako

NOVEMBER 29, 2017

As customers we hate it, so why would you straight up say “no” to a customer request? This applies to any type of customer requests you reject. How not to reject customer requests. Support Sam: Hmm, I’m seeing you’re on a 6-month contract so it looks like we can’t do that.

Customers 203

Customers Communication Customer Service Policies 203

ShepHyken

MARCH 14, 2018

You have a problem. You call the phone number listed on the company’s website. You wait on hold for what seems much longer than the ten minutes they said you would be holding. You finally get to a customer service rep. Customers hate to be told they’re wrong. “I Customers hate to wait.

Wait Times 108

Wait Times Customer Service Training Customers Customer Service 108

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. The state of customer service.

Tools 181

Tools Customer Service Tips Omni-Channel 181

Beyond Philosophy

MAY 29, 2021

Loss Aversion describes how we hate losing things much more than we enjoy gaining things. We discussed the effects of Loss Aversion on customer behavior in this episode, part of our new series The Ten Most Effective Ways to Influence Your Customers’ Behavior. Key Ideas to Improve your Customer Experience.

Tools 84

Tools Marketing Consulting Banking 84

Beyond Philosophy

FEBRUARY 16, 2023

Having a lot of choices is a blessing—until you have too many. Today, let’s look at how the number of choices could thwart your customer’s decision to buy and destroy your revenue. However, if you ask people whether they want fewer or more options in any given offering, they will almost always say they want more.

Exercises 78

Exercises Examples Retail Financial 78

ijgolding

NOVEMBER 13, 2014

I have always described Ryanair as ‘the brand we love to hate’ Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Staff is usually your biggest cost. That usually spikes sales.”

Brands 249

Brands Airlines Financial Travel 249

Beyond Philosophy

APRIL 13, 2023

In addition to being the subject of several research projects in psychology, it’s also a powerful marketing tool—if you know how to leverage it. However, during my fuming, it also occurred to me that FOMO is a powerful driver of customer behavior. You don’t want to miss the next trend or viral meme.

Tools 78

Tools Social Media Marketing Groups 78

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? It can be intimidating to ask for what you need, especially in the face of a recession. You might worry about coming off as demanding, or incompetent at making do with what you already have.

Customer Success 98

Customer Success Leadership Customers Sales 98

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Don’t you love feeling appreciated? Don’t you hate feeling overlooked ? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Beyond Philosophy

MARCH 10, 2020

Have you ever made a snap judgment about another person only to discover you were wrong? Psychologists call this a Fundamental Attribution Error (FAE), and it can wreak havoc on your customer-driven growth. . We explored FAEs in our latest podcast and the effect they can have on your Customer Experience outcome.

Insurance 179

Insurance Call Center Training Consulting 179

Beyond Philosophy

NOVEMBER 10, 2022

So, when you have to make changes in your organization, you face many challenges. However, we have a secret superpower you can unlock to help you: Influence. author of Influence is your Superpower: The Science of Winning Hearts, Sparking Change, and Making Good Things Happen. Change is hard.

How To 78

How To Effort Score Course Groups 78

Wired and Dangerous

APRIL 29, 2019

Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. The landscape of customer service has been re-contoured. The landscape of customer service has been re-contoured. We are our own Consumer Reports.

Customer Satisfaction 125

Customer Satisfaction Hotels Advertising Customers 125

Beyond Philosophy

JUNE 9, 2022

Many organizations bust their backs trying to deliver excellent Customer Service. However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. You might feel self-checkout is extra work. So, some self-service helps, and some hurts.

Self Service 88

Self Service Airlines Examples Interaction 88

customer sure

JUNE 7, 2023

Earlier this year we exhibited at the Institute of Customer Service (ICS) Annual Conference, alongside a range of esteemed customer service / experience peers and experts. And we can see why. Amongst CustomerSure clients, response rates vary between 4% and 40%, and there are so many variables which influence this.

Conference 62

Conference Survey Feedback Customer Centricity 62

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.

Omni-Channel 212

Omni-Channel Customer Service Chatbots Social Media 212