ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you.

Conference 108

Conference Customer Service Training Customers System 108

Answer Dash

NOVEMBER 21, 2018

Forrester’s Global Customer Experience Index continues to find that most companies are rated as “poor” or “very poor”[1] year on year. Even the organisations that scored “good” in 2017 either fell in 2018 or didn’t improve. In order to future-proof their business, organisations need to be asking themselves not ‘what do customers want?’

User Experience 75

User Experience Social Media Interaction Customer Service Representative 75

ShepHyken

SEPTEMBER 7, 2018

While there are tweaks you can make to your product approach that will create more trust with potential buyers, there’s also a huge resource you’re sitting on already: your existing customers.

Case Study 81

Case Study ROI B2B Study 81

West Monroe

APRIL 14, 2017

On April 10, 2017, United Airlines needed to remove four passengers from the plane to accommodate crew members needed on another flight. To do so, they chose Option “C” (also known as “Customer Re-accommodation”). The airline faces a long journey ahead to restore customer confidence.

Airlines 40

Airlines Transportation Hospitality Social Media 40

Qualtrics

APRIL 2, 2019

93% of consumers say online reviews have an impact on their purchase decision and 97% of consumers looked for reviews of local businesses in 2017. Online customer reviews have a profound impact on your business and it’s important to improve your online reputation to increase your share of wallet and create social proof.

Social Media 33

Social Media Consumers Survey Customer Confidence 33

Bold360

JANUARY 23, 2017

In large part because of the 2008 global financial crisis, customers are finding it increasingly hard to trust banks and similar services, which means they also need to regain and retain customer confidence. What will you be doing to transform your digitization process in 2017?

Omni-Channel 40

Omni-Channel Self Service Banking Financial 40

ClientSuccess

MAY 8, 2019

From : Himanshu Patel, Customer Success Manager. In May 2017, I joined the Icertis Customer Success (CS) Team as their first Customer Success Manager (CSM) and have just completed my second year. This can help you serve the customer at scale. Let’s get started with this week’s post! Company : Icertis. Conclusion.

Customer Success 56

Customer Success Management Self Service eBook 56

ShepHyken

DECEMBER 4, 2017

And happiness is what customers will feel when everything is going right until something goes wrong. Relief can take you back to happiness, and maybe even create customer confidence (a key to creating loyalty) along the way. 5 Customer Experience Lessons from the World’s Biggest Brands Marketing by Kristian Bannister.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

Gainsight

MAY 21, 2021

It was early Fall 2017 when I got a call from a former manager of mine who had just joined what he referred to as “a rocketship called Gainsight.”. His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex.

NPS 52

NPS Consulting Leadership Customer Success 52