Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CX Journey

JANUARY 8, 2016

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience? What about your business approach excites customers to consider your products and services first?

Effort Score 80

Effort Score Metrics NPS Comparison 80

Kustomer

SEPTEMBER 9, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by CX expert, Justin Robbins. Justin’s the Chief Evangelist at CX Effect and has many years of experience working with customers, starting at an early age. Put the Customer at the Center.

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Harvard Business Review Study [2].

ROI 48

ROI Effort Score Study Financial 48

Service Untitled

JULY 31, 2013

Happy employees make for motivated people who want to deliver the best customer service they can to assist consumers and clients. Humanize your company, build relationships with people because everyone has family and friends who can spread the word and appreciate your efforts. photo by: seanbjack.

Customer Service 72

Customer Service Effort Score Exceptional Customer Service Training 72

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. Now, what is it that your customers care about the most? If you think of myself as a customer and the demographic that I lie within, I’m technically a millennial.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Service Untitled

SEPTEMBER 16, 2013

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?

Customer Service 67

Customer Service Customer Service Representative Poor Customer Service Effort Score 67

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. But for fast-growing companies trying to scale their customer service teams, the costs are far too high. less than a decade after its inception in 2007.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

Qualtrics

JUNE 19, 2019

In 2019, it’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that are continually delighting and providing a high quality of service. How to measure service quality.

Measurement 45

Measurement How To Automotive Effort Score 45

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. But for fast-growing companies trying to scale their customer service teams, the costs are far too high. less than a decade after its inception in 2007.

Contact Center 20

Contact Center Effort Score Culture Feedback 20

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 182

Tools Customer Service Tips Omni-Channel 182

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care. Type: Customer Centric.

Customer Experience 85

Customer Experience Average Handle Time Net Promoter Score Customer Care 85

CX Workout - Ideas Blog

DECEMBER 22, 2020

The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. Decooda’s research into emotions shows that experiences rarely evoke gratitude among more than 5% of a brand’s customers. One of the most powerful, yet not easily attained emotions is gratitude.

NPS 52

NPS Financial Survey Effort Score 52

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. They need to massively scale.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

Russel Lolacher

OCTOBER 24, 2022

Author of FOUR books on getting customer experience right. And he’s been on tons of “best of” and “Top insert number” lists for customer service. He’s an instructor for LinkedIn Learning, supporting training and employee development, and more author of count them 1234 books on getting customer experience, right.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers). Customer data: maximize ROI.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Clippy met his demise in 2007 after he was officially fired (we’ll say early retirement). This makes your walkthroughs smarter and more targeted, and therefore, more relevant to customers. 9 Walkthrough Tips to Increase Product Adoption. His famous last words?

Tips 52

Tips Self Service Effort Score Customer Success 52

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Create and customize your own review funnel , via custom landing pages.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SurveySensum

SEPTEMBER 8, 2023

Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending.

NPS 52

NPS ROI Social Media Effort Score 52

Michel Falcon Experience

APRIL 11, 2019

My approach to customer experience strategies to grow a business. Because when you pay for your groceries, a customer says thank you to the person that takes payment, and is out of thank you’s by the time they pass you as the bag boy. I said, “I want to build this experience design company for employees and customers in culture.”

Culture 60

Culture Leadership Hospitality Meeting 60

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? Are you content with your customer experience? The expectations of our employees and our customers must be managed to build a people first culture.

Culture 12

Culture Employee Engagement Company Engagement 12