Steve DiGioia

JULY 3, 2017

Now I know why they are rated so high, they deserved it…. Pursuing excellence, customer centricity and continuous improvement are obsolete; so says Sampson Lee in his 2015 article “ Turn Upside Down How PAIN is Perceived in Innovating CX and Brand Management”. Did this cause me “pain”?

Customer Centricity 149

Customer Centricity Innovation Brands Examples 149

ShepHyken

MAY 19, 2021

It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. Because it works! There are many other rituals that get people in alignment and ready for a meeting.

Meeting 138

Meeting Customer Service Exercises Customer Service Training 138

Steve DiGioia

APRIL 1, 2019

As I lay in bed, coughing and sneezing from a cold, dreading even going to the kitchen for a glass of water because of aches and pains from my unseen tormentor, I’m comforted knowing, “boy, I’m sure glad I didn’t have to go to work today”. But what if I did? How would I be able to serve my customers with these rotten cold symptoms? Click To Tweet.

Airlines 269

Airlines Travel Customers Measurement 269

ClientSuccess

JANUARY 11, 2023

Why Follow the Golden Rule? That’s why it’s so important to make sure that your customers feel valued and appreciated—and that starts with the Golden Rule. So why not start right away? The post Why Applying the Golden Rule to Customer Success Efforts Works appeared first on ClientSuccess. You’ll be glad you did!

Customer Success 80

Customer Success eBook Loyalty Conference 80

Zeisler Consulting

APRIL 12, 2023

That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer. But fundamentally there needs to be an idea of what sort of question you’re trying to answer (and why) if the data is going to guide you with regard the actual solution.

Analysis 72

Analysis NPS Survey Interaction 72

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. So, why be willy-nilly about the language used in customer communication? Get access to your free ebook here and why not tell a friend? How you present information changes how people perceive it. Thanks for reading, we appreciate you!

How To 78

How To Exercises Video Policies 78

Kristina Evey

JULY 24, 2018

I can understand why you are frustrated… I understand the situation and I’m so sorry you feel this way. I can understand why you are frustrated… I understand the situation and I’m so sorry you feel this way. Phrases that Convey Empathy. This isn’t how we want any of our customers to feel.

Customer Experience 120

Customer Experience Communication Customers Meeting 120

Michelli Experience

SEPTEMBER 4, 2018

My team and I, have helped many businesses understand not only the elements of a journey map but also the why and how of map creation, persona-development, and the optimal branded experience principles that should be delivered at key customer touchpoints. We’d love to hear about the success and benefits garnered from your maps.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

BlueOcean

APRIL 20, 2023

I hated losing him, but it’s those kinds of moments that show why the culture of our company is so important. I mean, why would anybody want to go back to a job that they didn’t enjoy, right? And he went from being an agent on the floor to being a supervisor, and now he’s Vice President of Training and Development.

Contact Center 156

Contact Center Culture Course Training 156

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have gladly defected to a competitor after our “go-to” brand disappointed us in some major way. Why are the executives surprised? We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

eGain Blogs

AUGUST 12, 2022

At the conference, you will learn all there is to know about modern knowledge management —the missing ingredient in most customer service deployments, per Gartner—including the what, the why, and the how. Which is why we are calling it the #1 Knowledge Management conference your CX needs. You will know the megatrends.

Conference 87

Conference Self Service Chatbots Contact Center 87

Beyond Philosophy

FEBRUARY 10, 2022

We hope you enjoyed this issue of Why Customers Buy. We explore the many reasons why customers do what they do—and what you should do about it. The post Why Your Measurement is Killing Your Customer Experience And What to Do About it appeared first on CX Consulting. There you have it. Think reading is for chumps?

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

Retently

JUNE 28, 2022

There’s a reason why customers that rate your business as 9 or 10 are called Promoters: they’re so happy with your product or service that they feel totally confident to recommend it to their friends and colleagues. And when customers feel valued, they will not only spend more but also gladly recommend the business to their circles. .

NPS 148

NPS Net Promoter Score Feedback Case Study 148

Beyond Philosophy

AUGUST 18, 2022

If you extend that understanding to a customer experience , you will also know what’s impacting you and why. The Big Five Personality Dimensions help us better understand our strengths and why certain things might be difficult for us. We explore the many reasons why customers do what they do—and what you should do about it.

Measurement 147

Measurement Training Examples Leadership 147

CSM Magazine

FEBRUARY 2, 2024

Why the delay? She said she would check and disappeared into the kitchen. A bit later she came back and said it would be a few minutes longer. My meal finally arrived and I’m glad to say it was delicious. But the forty-five-minute wait had left a slightly bitter taste in my mouth. So, what had gone wrong?

How To 52

How To Wait Times Social Media Banking 52

NICE inContact

JUNE 7, 2017

inContact had the pleasure of being a part of a webcast recently with Salesforce and Robert Spector who gave some insight into The Nordstrom Way and why the company seems to stay on top of the customer experience. It creates a culture of, “you answered my question, you helped me, why would I go anywhere else?”.

Culture 168

Culture Customer Experience Self Service Customer Service Representative 168

Kustomer

FEBRUARY 29, 2024

Why Users Seek Alternatives to Gorgias Many users perceive Gorgias as a niche player in the customer support software segment, and in many respects, it is. Discover why Kustomer is ThirdLove’s preferred CX solution and how it has enabled them to track the entire customer journey, empowering agents to deliver personalized support at scale.

e-support 52

e-support Feedback Multi-Channel Self Service 52

Kristina Evey

AUGUST 2, 2018

Why is it that we seem to think that empathy plays no role in Business? I can understand why you are frustrated…. We all know what it is and hopefully, many of us display it and receive it on a daily basis. Empathy builds human connections. It fosters an emotional rapport and bond. It makes you feel safe. I think that is so very wrong.

Customer Experience 120

Customer Experience Customers Connections Communication 120

Steve DiGioia

AUGUST 29, 2016

Then, when that newly hired superstar disappoints, we wonder why…. “He Why not promote her? We try hard to entice the high performers from our competition. We contact headhunters and willingly spend top dollar to find the best available candidate. He was the best candidate that we interviewed by far! I wonder what went wrong”. “It

Leadership 170

Leadership Policies Culture Management 170

Zeisler Consulting

FEBRUARY 16, 2022

It was then that it occurred to me that I’d have gladly used any channel that they wanted me to use if it’d just solve my issue. After all, if you can’t get the job done in one channel, simply shifting that incompetence or lack of care to another isn’t going to impress anybody.

Omni-Channel 93

Omni-Channel Customer Centricity Resources Retail 93

C3Centricity

JANUARY 13, 2021

Perhaps that’s the reason why we recorded an over 15% increase in our readership in 2020. Ever wondered why you struggle to develop actionable insights. This post shares some of the main reason why even large companies fail at this essential art. Why Technology Won’t Help You Understand Your Customers.

Customer Centricity 177

Customer Centricity Hospitality Customer Journeys Strategy 177

Steve DiGioia

SEPTEMBER 26, 2016

Why would you “hope” they like their salmon? So why are you still working there? “I hope you are enjoying the salmon”. No, no, man, that’s all wrong. It’s the worst way to check on a guest. Don’t you know that everything is okay? Were you paying attention? This leaves doubt in the mind of the customer. You expect them to enjoy it.

Tips 100

Tips Hotels Sales Industry 100

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. We want to finish it by then, so why not use that date? The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. It’s Not What You Think!

Healthcare 88

Healthcare Resources System Banking 88

Beyond Philosophy

FEBRUARY 2, 2023

Moreover, the segmentation should, in some way, answer the question of why that group is buying from you or not. These data points are unhelpful because they don’t go into customer behavior or, in other words, why these customers do what they do. ” These are accurate but unhelpful. appeared first on Beyond Philosophy.

Travel 78

Travel Groups Exercises Insurance 78

Beyond Philosophy

SEPTEMBER 22, 2022

In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. So, why is memory crucial? We hope you enjoyed this issue of Why Customers Buy. We explore the many reasons why customers do what they do—and what you should do about it.

Examples 88

Examples Customer Experience Retail Connections 88

Beyond Philosophy

JULY 14, 2022

However, the Superiority Theory explains why they are funny in certain contexts to specific people. Superiority Theory doesn’t do a good job explaining why that is. We explore the many reasons why customers do what they do—and what you should do about it. There are also dark examples. Culture filters comedy and humor.

How To 165

How To Examples Comparison Course 165

Customer Bliss

FEBRUARY 19, 2019

His writing and research have clarified for us the importance of memory and why it elevates companies and their people when they embrace memory creation as pivotal. ” Memory two: “That was sure disappointing, but they took the time to let me know why. Memory one: “That was painful.

Brands 208

Brands Chief Customer Officer Hospitality Course 208

Kayako

MARCH 14, 2018

That’s why they’re consistently rated number one in customer satisfaction. That’s why they’re an invaluable resource when it comes to helping the rest of the team create an effortless customer experience. That’s why it’s important to combine your small business strengths with learnings from how the big guys have done it.

Net Promoter Score 215

Net Promoter Score NPS Resources Tools 215

Zeisler Consulting

DECEMBER 7, 2022

That’s different, of course, from soliciting feedback looking for improvements you can make, but I suppose that’s also part of the point: Why are you asking in the first place? Please feel free to share that feedback when you get a survey request.” As a marketing strategy, or seeking opportunities to improve what you do?

Chief Customer Officer 72

Chief Customer Officer Feedback Consulting Survey 72

Beyond Philosophy

JANUARY 11, 2024

Then, you can determine why they buy from someone else. Rule #1: Identify that habit and loop people are in. You should be able to identify the cue, response, and reward people get from their habitual purchases. The tricky part is that cue. The response is obvious: they are buying from the competition.

Return on Investment 88

Return on Investment Insurance Hotels System 88

Lumoa

JUNE 2, 2022

This is why it’s very important to collect feedback from all the touchpoints. “When you send a survey to consumers you’re giving them the ability to speak. If they haven’t had another opportunity, they will take this chance and tell you about everything. The post How to Use Customer Feedback to Drive Action appeared first on Lumoa.

Feedback 208

Feedback How To Ecommerce Touchpoint 208

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Why do we do this? CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths.

Social Media 146

Social Media How To Culture Customer Centricity 146

Myra Golden

FEBRUARY 4, 2023

Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily. Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. Knowing how they feel and how they see things is crucial. Glad you asked!

Contact Center 52

Contact Center Average Handle Time Strategy Healthcare 52

Zeisler Consulting

DECEMBER 7, 2020

Now, while I hadn’t lost any sleep wondering why I hadn’t heard, it was a show of good CX for the second agent to explain to me where things were (which, in reality, included at least an acknowledgment of her not really knowing exactly herself, which was also fine).

Communication 93

Communication Airlines Course Travel 93

Playvox

DECEMBER 7, 2022

Others need help solving a problem: “Why was I charged twice for inflight WiFi?”. Why Don’t Frontline Customer Service Agents Show Empathy? Here’s why some customer service agents fail to respond with empathy: Agents Think Empathy is Optional (or Even Risky) . I can see why that made you angry.

Social Media 70

Social Media Policies Hospitality Insurance 70

Beyond Philosophy

AUGUST 25, 2022

So, why would customers want a company to provide a proactive experience? We explore the many reasons why customers do what they do—and what you should do about it. By interpreting some indicators that have been programmed, the application will reach out to resolve a perceived customer need. There you have it.

How To 147

How To Contact Center Hotels Social Media 147

Beyond Philosophy

MARCH 7, 2024

Emotions are why people will say one thing on a survey and, in real life, do something else completely. Get access to your free ebook here , and why not tell a friend? You have to understand which feelings are essential at a more granular level. Is your management team among them? Thanks for reading, we appreciate you!

ROI 78

ROI Return on Investment Exercises Measurement 78