Service Strategies

Customer Experience in Field Service – On Demand Webinar

Service Strategies

On Demand Webinar. In this informative webinar featuring special guest Mark Brewer, Global Industry Director for Service at IFS, we discussed how to deliver a superior customer experience throughout the entire service lifecycle, without losing sight of your bottom line. The post Customer Experience in Field Service – On Demand Webinar appeared first on Service Strategies. Blog Recorded Webinars Customer Experience Management Field Service

Measuring the Customer Experience

Service Strategies

Measuring customer experience based on the services your company provides requires that several types of survey instruments be used. It is very important to your overall business health and growth potential. Happy customers lead to more sales and more referrals.

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Thee Tips To Improve Client Retention 

Service Strategies

Customer retention and the cultivation of brand loyalty is a priority for all businesses regardless of size or industry. With a steady rise in customer acquisition costs, businesses need to invent and adopt a proactive role when it comes to retaining clients.

Brilliant Customer Success Webinar

Service Strategies

In this energetic webinar you and your team will gain a deeper understanding of the key issues and actions required to transition your organization to customer success. The post Brilliant Customer Success Webinar appeared first on Service Strategies.

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

Fact of Fiction – Has Service Improved Over the Last Thirty Years?

Service Strategies

On February 2, 1987, Time Magazine’s cover story was titled “Pul-eeze! Will Somebody Help Me? Frustrated American consumers wonder where the service went.” This article painted scenarios of how poor service delivery had become in a multitude of industries such as: banking, airlines, retail, automotive, home services and technology.

From Frontline Staff to Brilliant Customer Success Team – On Demand Webinar

Service Strategies

In this on demand webcast, hosted by Service Strategies, on transitioning From Frontline Staff to Brilliant Customer Success Team you will gain insight into the key issues involved in developing a strong customer success team. Do you or your team touch the customer? If so, you will find your time well spent learning how to propel their performance forward. Check out this webcast.

Customer Success Tips for Top Performance – On Demand Webinar

Service Strategies

On demand webinar hosted by Service Strategies. In this session titled Customer Success - Transitioning Tips for Top Performance, you will gain a deeper understanding of the key issues, opportunities, and appropriate actions required to transition your organization to customer success. The post Customer Success Tips for Top Performance – On Demand Webinar appeared first on Service Strategies.

Customer Success – On Demand Webinar

Service Strategies

On demand webinar hosted by Service Strategies. Whether a traditional product company or one that offers cloud-based subscriptions, suppliers that deliver customer success reap both higher profits and deeper loyalty than organizations that don’t. For organizations in complex, competitive environments, building customer success may not be an option, but a requirement…. The post Customer Success – On Demand Webinar appeared first on Service Strategies.

Service Transformation and the Internet of Things

Service Strategies

Presentation from the 2015 Service Industry Summit - The Internet of Things (IoT) and smart, connected products are rapidly transforming the entire manufacturing ecosystem. In the wake of this transformation OEM’s are presented with a shifting of value and differentiation to software, the cloud and service – spawning entirely new business models. The post Service Transformation and the Internet of Things appeared first on Service Strategies.

A New Segmentation Model for Customer Onboarding

A great customer onboarding program is a proactive and meaningful way to make a lasting impact on customer engagement, retention, and expansion. In this eBook, Skilljar will show you a new framework for building a customer onboarding program, including how to segment users and drive long-term value and retention through education.

Success, Failure and Disasters: Cisco Tests Tasks to Improve the Customer Experience

Service Strategies

Presentation from the 2015 Service Industry Summit - Cisco has been monitoring the performance of top tasks on its support website for more than 4 years. The Task Performance Indicator (TPI) is now a key metric that executives track because it’s an actionable metric for experience. In order to drive continuous improvement, Cisco has developed a multi-pronged strategic approach.

How to Disrupt Your Competition

ShepHyken

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition. When your customers can buy what you sell from others, that’s called competition. That also makes it a commodity. If they’re selling the same thing, why should I buy from one company over another? Is it the quality of the product? Is it the price? Is it the customer service? . Your customers want your product to meet their expectations. And, let’s assume it does. Your customers also expect to receive a positive customer service experience. That’s no longer an option. Everyone is striving to create a good experience, at every level. That means, in most situations, your competition is trying to do what you do. So, what happens when you and your competition seem to be similar in quality, price and service? What then? How can you stand out? Add one more layer of customer experience, a convenient experience, and you can take the business away from your competitor. In other words, be easier to do business with. No friction and no hassle. And, that leads to this very important point: When great customer service meets convenience, you have the recipe for disruption. I was talking to the manager of the service and repair center at a major brand automotive dealership. He was trying to find ways to keep his customers coming back to his dealership versus going to an independent repair center. Even with promotions that made their prices competitive with independent repair centers, he struggled to keep his customers. The dealership’s hours of operation were Monday through Friday from 7:30 am to 5:30 pm. The competitor was open Monday through Friday from 7:30 am until 9:00 pm, as well as hours on Saturday and Sunday. It’s obvious who was more convenient. And, it’s no surprise that the independent repair center is always busy. Now, I’m not suggesting that the major dealership needs to be open seven days a week, but they should consider hours of operation that are more convenient for their customers. Within two miles of my home, there are three big-box home improvement stores. They are huge. Two are next door to each other and one of them is directly across the street. And just down the street, there is a much smaller independent Ace Hardware store. You might think these big-box stores with a bigger selection and lower prices would put the Ace Hardware store out of business, but they don’t. When you talk to the customers, many say the same thing, which is something like, “They are just easier to do business with.” What they mean is there is a smaller parking lot with less traffic. And, a smaller store that is easier to get around. Great service, which the competitors also offer, with a more convenient experience, which the competitors don’t offer, is one of the reasons this Ace Hardware store stays in business. The point is this. All things being equal, if your company is easier to do business with, and the customer knows it, you can win. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com. Follow on Twitter: @Hyken. (Copyright © MMXVIII, Shep Hyken). The post How to Disrupt Your Competition appeared first on Shep Hyken. Customer Experience Customer Service Strategies customer convenience easy to do business with stand out from the competition

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How to Prove the ROI of Your CES Efforts

GetFeedback

So you’ve taken the time to listen to customers in order to understand the experience they’re having with your brand. Articles

ROI 195

Free CSAT Calculator

GetFeedback

Use our interactive calculator to measure your Customer Satisfaction Score (CSAT) and its impact on ROI. Tools

ROI 278

The Definitive Guide to Customer Education Metrics

As you build and scale your customer education program, the right data can help you identify patterns, make evidence-based decisions, and adapt strategy to meet business goals. In this eBook, Skilljar will share the data and metrics best practices that have helped their customers meet program goals and communicate business impact.

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

How to Take Action on Customer Effort Score Feedback

GetFeedback

The four major activities that must be undertaken after CES feedback is received by the company. Articles

Customer Effort Score (CES): The Complete Guide

GetFeedback

Learn how to use the Customer Effort Score metric, boost loyalty, and prove the ROI of your efforts. Guides

The Two Ultimate Questions For XM Metrics

Experience Matters

Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric.

Your Complete Customer Engagement Handbook

Transform your contact center to build relationships with your customers that will last a lifetime.

Employee Experience: Seeing the Forest for the Trees

MaritzCX

Let me just qualify something here before I get started: I have good kids. Really good kids, in fact. Kids that make me proud 98.7% of the time. But then there’s the other 1.3% of the time, and all you parents out there know what I’m talking about. Yep, that’s where we begin today… My. View Article.

Discussing The Experience Economy With Joe Pine

Experience Matters

Bruce Temkin and Joe Pine discuss the Experience economy, and the re-release of Pine's seminal book. The post Discussing The Experience Economy With Joe Pine appeared first on Experience Matters. Customer experience Disrupt Experience Economy Joe Pine

Dust Off Your Customer Journey Mapping Program

MaritzCX

One of the most prized possessions that I received after my grandma’s passing several years ago was her recipe box. It’s a handcrafted wood box with over 500 recipes, mostly written in her handwriting.

How to Improve Your Customer Satisfaction Score (CSAT) Score

GetFeedback

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. The score is solid. But you aren’t satisfied; you believe it could be so much better. And rightly so — it usually can be.

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.

My Manifesto: Experience Matters

Experience Matters

In September 2007 I published my initial manifesto: Great Customer Experience Is Free. I still fully believe in the elements of that post. After 12 years, however, it’s time for an update. So I’m introducing a new manifesto: Experience Matters.

Course 165

7 Effective Ways to Collect Customer Feedback through Social Media

GetFeedback

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. .

Webinar: Tips to Prepare Your CX Program for the Next Decade

MaritzCX

Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI.

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Improve Customer Experience with the Help of These 4 Teams

Kayako

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.

Proven Strategies to Increase Case Deflection & ROI

Speaker: Matt Laurenceau, Head of BMC Communities

Many organizations and community managers aim to provide, among other things, effective customer self service support through their online community. While this is all well and good, without taking a strategic and data-driven approach to these types of programs, success may be limited. This webinar will teach you about the strategies and programs that drive success across your community.

Driving Customer Satisfaction Through Great Scripting

NICE inContact

Ensuring agents are trained, informed and up to speed on product, process and procedure is an ongoing and significant effort that contact center leaders find as a critical piece to keeping agents fresh and engaged.

Measure Customer Loyalty With NPS in Salesforce

GetFeedback

The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration. Articles

NPS 195

Measure Customer Loyalty With NPS in Salesforce

GetFeedback

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 195

Call Centers are the Front Line of Customer Service

NICE inContact

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way.

Developing and Executing Effective CX Metrics, Measurements and ROI

Speaker: Bob Azman, Founder and CXO, Innovative CX Solutions, LLC

This session will cover key metrics used to determine ROI. It will also cover the type of VOC measurements that can be utilized in any business environment, be it B2B, B2C, or B2B2C. This is a practical approach to CX measurements – less about the mechanics and more about what to choose, how to decide on what metrics to use, and how to build a business case for CX.

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach.

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