InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Profit and growth are stimulated primarily by customer loyalty. Loyalty is a direct result of customer satisfaction.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book?

Conference 244

Conference Study Sales Leadership 244

Vonage

JANUARY 3, 2017

Here, we examine what leads customers to complain on social media, and how businesses can avoid many of these problems with an omnichannel customer experience. Why are customers complaining in the first place? While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Customer Enthusiast

OCTOBER 15, 2021

Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.

Customer Service 73

Customer Service Customers Employee Engagement Connections 73

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. But can AI via a machine be used to deliver a personalized experience?

Tools 157

Tools Customer Service Chatbots How To 157

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. Enjoy this article that focuses on creating positive memories for your customers. How to Win Over your eCommerce Customers’ Loyalty? This article shares seven ways to get eCommerce customers to come back.

Ecommerce 141

Ecommerce Customer Service Customer Centricity Retail 141

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet. His experience has been the same. No matter who is at the register.

Customer Service 110

Customer Service e-support Social Media Leadership 110

CSM Magazine

MAY 14, 2024

CommBox, the leader in AI and automated customer communications, is today launching its new partner programme, CommBox Connect. This programme opens CommBox’s market-leading technology to the broader customer service ecosystem, offering new revenue streams, faster time-to-value, and a more diversified client portfolio.

Connections 52

Connections Marketing Omni-Channel Communication 52

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. In particular, I suggest adjusting your style of service in the following five ways. Amp up your speed of service. Because your customers already have. That’s so 2013.

Trends 177

Trends Consumers Customer Experience Hotels 177

Customers That Stick

JUNE 14, 2019

In November 2013, we released our concept of the 7 Service Triggers, a unique approach to discovering the most common hot buttons that affect broad segments of customers. The foundation of the 7 Service Triggers was built upon the idea that our customers do not come to us as a blank slate. Read the rest here. »

Infographics 79

Infographics Customer Service Retail Customers 79

CSM Magazine

DECEMBER 6, 2023

CommBox, the pioneer in AI-powered customer communications, is launching its new generative AI solution. Era AI’s functionality scans enterprise knowledge sources and, in just seconds, provides customers with accurate, highly personalised information through the digital messaging channel of their choice.

Customer Service 52

Customer Service Self Service Telecommunications Chatbots 52

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships. Darn autocorrect!

e-support 274

e-support Social Media Consulting Customers 274

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

CSM Magazine

DECEMBER 19, 2022

However, there is one thing common to virtually every industry that makes a casino site even better: good customer service. Customer service is one of a business’s most commonly overlooked yet essential parts. The real gem of this website, however, is the exemplary customer service, which explains its place on this list.

Customer Service 52

Customer Service e-support Rewards Programs Entertainment 52

COPC

APRIL 19, 2022

to improve customer service. The individual-level COPC Contact Center Management training improves customer experience operations based on the ? COPC Customer Experience (CX) Standard — the industry’s most highly recognized performance management system. ? (April 15, 2022)— COPC Inc.

Customer Service 52

Customer Service Transportation Contact Center Call Center 52

Vonage

SEPTEMBER 25, 2015

By Sarah Metcalfe, Head of Customer Service at SureFlap. As the leading provider of intelligent pet products, customer service has been a major focus for us since day one. We knew that creating a great product means nothing unless you back it up with amazing customer service.

Customer Service 120

Customer Service Net Promoter Score Competitive Advantage Case Study 120

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. Customers are discussing a company’s products and brand in real time.

Customer Service 120

Customer Service Social Media Hotels Conference 120

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service. You rarely—or never—have repeat customers.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

Maru/HUB

JANUARY 22, 2018

This week, we are focusing on the new battleground for B2C and B2B – Customer Experience. We are now in an era where customer expectations are rising. In today’s competitive marketplace, an organisation’s brand is built – or broken – on its customer experience. Invest in the right CX technology.

Customer Experience 79

Customer Experience B2C Airlines Study 79

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Oracle

MAY 26, 2020

Pella’s passion for quality and innovation goes beyond the products and encompasses every part of the customer journey. In short, customer service directly impacts brand loyalty. Here’s how Pella improved their strategy, technology, and metrics to deliver exceptional experiences. They were disconnected.

Customer Service 69

Customer Service Effort Score B2C Average Handle Time 69

Bill Quiseng

JULY 28, 2014

Marriott’s leadership mantra, ““Take care of your employees, and they’ll take care of your customers.” And when you read his bio you will see that Ben and I both share a commitment to engaging associates to help build an exceptional customer experience. . Service From the Customer’s Perspective.

Customer Service 143

Customer Service Hotels Social Media Software 143

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

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. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Journey

JULY 26, 2016

Image courtesy of Skley How does customer experience fuel innovation? The topic on July 21 was one of my favorites: customer experience, of course. The topic on July 21 was one of my favorites: customer experience, of course. How does it make customers' lives - and the jobs they are trying to do - easier?

Innovation 80

Innovation Customer Experience Culture Customers 80

Magellan Solutions

APRIL 15, 2021

The Importance of Customer Service Outsourcing for SMEs. There are a lot of advantages when going for customer service outsourcing. They made a great fortune out of the contact support service. Unlike the Fortune 500, most of the SMEs don’t have the luxury to spend much for their customer service.

Omni-Channel 52

Omni-Channel Customer Service Call Center Customers 52

Experience Investigators by 360Connext

OCTOBER 31, 2014

Microinteractions are the small moments that can have a huge impact – negative or positive – on your customer’s experience. They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. How can you leverage your customers’ fears to increase conversions?

e-support 197

e-support Social Media Consulting Customer Centricity 197

Comm100

APRIL 8, 2016

Even with 244 million unique customers , Jeff Bezos knows better than to see his customers as a series of transactions. But with so many different customer relationships to maintain, what’s the wisdom that keeps this enterprise running? “We see our customers as invited guests to a party, and we are the hosts.

Customer Service 107

Customer Service Social Media Call Center Multi-Channel 107

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Even worse, 91% of unhappy customers who are non-complainers simply leave. More Retention. What is NPS?

NPS 150

NPS Metrics Effort Score Customer Experience 150

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

CSM Magazine

DECEMBER 5, 2022

Here we look at Spectrum’s customer service performance and contact details. Spectrum customer service is quite highly rated, with support professionals who are knowledgeable and responsive. Spectrum came 5th in the 2022 ACSI customer satisfaction study with a score of 63/100. Examples of poor service.

Customer Service 52

Customer Service How To Social Media Wireless 52

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. out of 100, well below the all-sector average of 78.1.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221