Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. In days 30-60, Brian focused extensively on communications. Assessing Work To Be Done At Sprint.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. Within the first two years, we saved enormous time and money for employees, customers, partners and investors. How can customer experience management achieve this?

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

CSM Magazine

DECEMBER 12, 2019

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. It’s also a 50% increase from 2009’s record low of $4.06 Time and time again, organizations are losing customers to the black hole of wait times and inefficient processes during their seasonal bumps.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Customer Guru

FEBRUARY 23, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Groups 112

Groups Marketing Customer Experience Financial 112

Middlesex Consulting

DECEMBER 14, 2015

In addition to an overall P&L or an Income Statement, we also have very detailed data about each customer, each installation, each serial numbered item, and each product by model number. Do your customers run out of patience in two minutes, ten minutes or never? Customer satisfaction and loyalty data

.

Analysis 60

Analysis Financial Call Center Loyalty 60

Middlesex Consulting

DECEMBER 14, 2015

In addition to an overall P&L or an Income Statement, we also have very detailed data about each customer, each installation, each serial numbered item, and each product by model number. Do your customers run out of patience in two minutes, ten minutes or never? Customer satisfaction and loyalty data. Financial Data.

Analysis 60

Analysis Call Center Financial Loyalty 60

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Service Untitled

MARCH 15, 2010

Service Untitled The blog about customer service and the customer service experience. In 2009, JD Power & Associates, a global marketing information service which measures customer satisfaction based on millions of consumers annually, rated Jet Blue &# Highest in Customer Satisfaction&# among low-cost carriers in North America.

Airlines 41

Airlines Travel Customer Satisfaction Transportation 41

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. Reciprocity, Inc.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Maru Group

APRIL 8, 2020

Grocery stores remain open and have become increasingly vital resources for communities across the nation. Delivering a Positive Customer Journey Amidst a Pandemic. Making the health and safety of all customers the top priority. Instilling a sense of trust by communicating commitment to safety.

Brands 52

Brands e-support Conference Measurement 52

Service Untitled

OCTOBER 25, 2010

Service Untitled The blog about customer service and the customer service experience. It helped companies maintain and improve customer relationships and hone in on the most successful and promising target audiences. It can give the names of their children or favorite charities.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

FEBRUARY 17, 2009

Service Untitled The blog about customer service and the customer service experience. Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Service Untitled

APRIL 30, 2009

Service Untitled The blog about customer service and the customer service experience. This idea can apply to customer service as well. The more each of your customer service representatives knows about what is going on at your company and with your products, the better decisions they can make.

Exercises 40

Exercises Customer Service Representative Culture CRM 40

Service Untitled

OCTOBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. Your products and services provide your customers with the choice to use your company, but your brand defines whether the customer will choose you over your competition. What creates customer loyalty? David Copperfield.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. What interested me was how the importance of customer service varied in different industries. Possibly Related Posts: The cost of poor customer service Genesys Lab in conjunction with Datamonitor/Ovum calculated a 338.5

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52

Service Untitled

SEPTEMBER 15, 2009

Service Untitled The blog about customer service and the customer service experience. Employees that aren’t happy to see customers (rude, disaffected, unhappy, etc.) The four examples above are good examples of broad categories of customer service frustrations. What are your customer service pet peeves?

Customer Service 41

Customer Service Call Center Airlines Exercises 41

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Escalations are usually from angry/vocal/important customers who are having a problem and are going “up the chain&#. Staying in touch with the customers. There are a couple of different views on this. Focusing on management.

Policies 40

Policies Exercises Travel Customer Service 40

Service Untitled

MARCH 31, 2010

Service Untitled The blog about customer service and the customer service experience. Toll collectors need to have customer service training also. They need to be hired because they can not only do the job, but be able to deal with the customers – just like any other consumer oriented position. Pay Now or Pay Later?

Transportation 41

Transportation Travel Customer Service Training Exercises 41

Service Untitled

MARCH 16, 2009

Service Untitled The blog about customer service and the customer service experience. Customer service statisticians have found that solving an issue during the first contact (as opposed to over the course of two, three, or more contacts) saves time, money, and increases customer satisfaction in the long run.

First Call Resolution 42

First Call Resolution Customer Satisfaction Course Exercises 42

Service Untitled

MAY 15, 2009

Service Untitled The blog about customer service and the customer service experience. Even though something like this seems out of place on a blog about customer service, a physically inviting workplace leads to employees feeling more comfortable and relaxed. Therefore, it’s relevant.

Exercises 40

Exercises Culture CRM Customer Service 40

Service Untitled

APRIL 2, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Track Contact Volume Douglas April 02, 2009 Behind the Scenes , Customer Service No Comments How carefully do you track contact volume?

Metrics 40

Metrics Exercises CRM Resources 40

Service Untitled

MARCH 20, 2009

Service Untitled The blog about customer service and the customer service experience. Possibly Related Posts: Customer service experience with Comcast I live in a community with a Homeowner’s Association, and. Have a great weekend! You can follow any responses to this entry through the RSS 2.0

Guest Experience 40

Guest Experience Exercises CRM Consulting 40

Service Untitled

AUGUST 6, 2009

Service Untitled The blog about customer service and the customer service experience. The experience started off by me pulling up to the drive-through. The guy came on through the intercom and asked how he could help me. I asked if they had hot chocolate. 30 seconds later, he comes back on asking if he can help me.

Exercises 40

Exercises CRM Customer Service Consulting 40

Service Untitled

SEPTEMBER 25, 2009

Service Untitled The blog about customer service and the customer service experience. If employees are walking around screaming or cursing, that’s obviously going to distract customers and lead them to form negative impressions of your company. I also associate white glove service with class, grace, and politeness as well.

Hotels 41

Hotels Exercises Policies CRM 41

Service Untitled

JUNE 4, 2009

Service Untitled The blog about customer service and the customer service experience. Possibly Related Posts: Bring customer service call centers back to the US If you have ever called customer service for almost any. It’s not just something that the customer service department does.

Exercises 40

Exercises Resources Call Center CRM 40

Service Untitled

FEBRUARY 26, 2009

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives The Angriest Customers Douglas February 27, 2009 Angry Customers , Etiquette 4 Comments Working with angry customers is a part of customer service that can’t be avoided.

Exercises 41

Exercises Tips Customers Customer Service 41

Service Untitled

SEPTEMBER 10, 2009

Service Untitled The blog about customer service and the customer service experience. It is always important and never more so in today’s tough economy to make sure customers know unmistakably that you never take them for granted. Thanks means communicating gratitude in a fashion that makes customers feel your authenticity.

Measurement 41

Measurement Fashion Exercises Consulting 41

Service Untitled

JUNE 22, 2009

Service Untitled The blog about customer service and the customer service experience. The situation I kept coming back to and thinking of was the classic example of a customer asking a waiter or waitress what they would recommend on a menu, what they think of a particular item on a menu, or something similar.

Exercises 40

Exercises CRM Consulting Feedback 40

Service Untitled

AUGUST 31, 2009

Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises CRM Consulting Customer Satisfaction 40

Service Untitled

APRIL 28, 2009

Service Untitled The blog about customer service and the customer service experience. The idea is that the companies can power some of their service with their customer communities. A lot of customers like seeing the people they work with and checking out the company’s offices or facilities. Offer tours.

Hotels 40

Hotels Exercises CRM Company 40

Service Untitled

JULY 15, 2009

Service Untitled The blog about customer service and the customer service experience. The department has about 5 employees and a relatively simple, but also important job within the company’s broader customer service department. Here is what I did: Met with the employees.

Exercises 45

Exercises e-support Consulting Meeting 45

Service Untitled

OCTOBER 21, 2009

Service Untitled The blog about customer service and the customer service experience. These companies generally don’t place a huge emphasis on phone-based customer service and want to reduce the cost of the customer service they provide. email, web, etc.). email, web, etc.). for October as I write this!).

Abandon Rate 40

Abandon Rate Self Service e-support System 40

Service Untitled

MARCH 24, 2009

Service Untitled The blog about customer service and the customer service experience. It is a lot less stressful for customers when there are lots of employees around who are happy to answer questions. Collecting data and using it to improve the customer service experience is essential. Disney does a lot of research.

Exercises 40

Exercises Travel CRM Customer Service 40

Daniel Group

SEPTEMBER 13, 2019

From time to time, even the best companies fail to deliver a great customer experience. Negative customer experiences can lead to attrition and lost revenue in the short term, as well as longer lasting reputation impacts from negative word-of-mouth. It’s a win-win for both company and customer.

Customer Experience 83

Customer Experience Customer Satisfaction Customer relationships Exercises 83

BirdEye

OCTOBER 6, 2023

Customers, partners, investors, and the public shape how they feel about a company and its services. Dishonesty and deception Being deceptive and falsifying facts, even about small matters, can undermine customers’ trust. Poor communication Things can fall apart if you don’t communicate clearly.

Strategy 58

Strategy Social Media Airlines Software 58

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