Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 82

Customer Service Airlines Feedback Social Media 82

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. They are valuable reminders of how customers are people, and they respond best to people who understand their situation, and better yet, understand how important their roles are in delivering an exceptional experience.

Case Study 152

Case Study Airlines Conference Wait Times 152

Blake Morgan

MARCH 13, 2023

Looking to be customer-centric? Companies with female CEOs aren’t just more profitable —they also tend to lead in customer experience. Women thrive in customer-centric roles. In celebration of International Women’s Day and following up on a list I created last year , here are 20 more customer-centric companies led by women: 1.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

Verint

MAY 23, 2017

The 2017 Engage Global Customer Conference in sunny Orlando, Florida has kicked off and is going strong! We are delighted to welcome users of solutions and services from Verint as well as the latest additions to our family of companies—Telligent, Contact Solutions and for the first time, OpinionLab.

Conference 36

Conference Engagement Customers Company 36

Verint

OCTOBER 4, 2017

Verint is pleased to be a finalist in the 2017 Digital Innovation Awards by Ventana Research in the Customer Excellence category for Verint Digital Feedback Management. Simply said, if a customer can say it, write it or click it, we can collect, analyze and take action on it.

Innovation 30

Innovation Feedback Technology Customer Engagement 30

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. Employee life cycle.

Survey 111

Survey Company Leadership Study 111

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 58

Customer Service Social Media Chatbots Ecommerce 58

Verint

MAY 25, 2017

Activities continued this week in Orlando as part of the Verint Engage 2017 Global Customer Conference at the Loews Royal Pacific Resort. Click here for a look back at how the event opened.

Conference 39

Conference Engagement Customers Customer Focused 39

Kayako

MARCH 14, 2017

Brandon (@TheBrandonPFrye) February 22, 2017. Warby Parker are just one of many brands in the fast-growing vCommerce space who are inciting incredible customer love as a result of their their dogged focus on delivering fantastic customer experiences – and reaping the rewards: their latest funding pegs them at an eye-watering $1.2

Brands 99

Brands Customer Experience Retail e-support 99

ijgolding

JANUARY 24, 2017

From the first time I arrived in Abu Dhabi in 2012, to the my most recent trip to Dubai last week, it has always been clear that the region has a strong desire to satisfy – and often wow – the customer. As a customer, there is so much to be impressed by – whether you be in the United Arab Emirates, Oman, Qatar or Saudi Arabia.

Customer Experience 120

Customer Experience Transportation Banking Customer Journeys 120

ReviewTrackers

APRIL 7, 2021

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

Banking 94

Banking Management Social Media How To 94

Vocalabs

JUNE 14, 2017

Listening to Customers. Wed, 2017-06-14 14:01. Agile Customer Feedback. Every company likes to say that it listens to customers. But when was the last time you literally listened to a customer? They think that listening to audio feedback will take too long, or bias their thinking. Peter Leppik.

Feedback 48

Feedback Customers Leadership Tools 48

Verint

JANUARY 23, 2017

Verint’s Ryan Hollenbeck recently spoke with Contact Center Pipeline about the art of balancing the digital and human elements of the customer experience. Organizations that strike this balance effectively can offer a broader range of customer service options to meet the needs that stem from constantly evolving customer preferences.

Customer Experience 20

Customer Experience Contact Center Customers Meeting 20

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 48

Customer Service Customer Journeys Tips Loyalty 48

ReviewTrackers

APRIL 2, 2019

Negative reputation, meanwhile, can drive away potential clients and increase customer churn. A 2017 global risk management survey found that damage to brand and reputation is ranked as the top risk management concern. Manage online reviews, social media, and customer feedback. Bank customers trust you with their data.

Banking 90

Banking Management Social Media Financial 90

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Verint

FEBRUARY 21, 2017

What will your brand’s promise and purpose be in 2017, and where does the Customer Experience (CX) Program fit in? Milestones are important reminders. Perhaps more importantly, what should we as CX professionals consider about the brand?

Brands 24

Brands Customer Experience Customer Focused Customer Satisfaction 24

CX Journey

APRIL 25, 2018

It appeared in their November 28, 2017, issue. Customers are yearning for better experiences. How do you know what your customers’ expectations are? Are you listening to customers? Those are marketing tools and are too high level for customer experience design. It has been slightly modified. Align the organization.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Verint

MARCH 23, 2018

In a 2017 Aberdeen Group study, errors and delays in the back office are the #2 cause of customer dissatisfaction. They also are not getting the timely, contextual feedback they crave. The back office is an area of untapped potential for improving margins and customer engagement. 1 Why is this the case?

Customer Service 30

Customer Service Banking Insurance Groups 30

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated to spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 94

Customer Centricity Customer Experience Professionals Employee Engagement Training 94

Verint

MARCH 14, 2018

Many of you have heard me say before in blogs, articles and at events that Verint has an unwavering commitment to developing customers for life. Our latest customer feedback gathered by our CX team only reinforces this point. 1 DMG Consulting LLC, 2017-2018 Workforce Optimization (WFO) Product and Market Report.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

Survicate

SEPTEMBER 13, 2018

Survicate customer since: October 2017. With only one Survicate Survey sent using Intercom, Logojoy is able to collect a vast amount of feedback that benefits the company’s rapid growth. This cutting-edge solution cuts the time and costs needed to get the perfect design by using AI to generate custom logos.

ROI 61

ROI Case Study Survey Feedback 61

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. This is particularly true when endeavoring to identify employees’ level of commitment to the company, to its product and/or service value proposition, and to its customers.

Survey 68

Survey How To Culture Leadership 68

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers.

Customer Service 16

Customer Service Social Media Chatbots Ecommerce 16

Customer Guru

MARCH 7, 2018

Maneesha Pednekar is currently working as the Director – Quality for Atos in India and drives initiatives on Quality & Customer Experience. She is a Certified Customer Experience Professional from the CXPA (US). Especially, driving Quality and Customer Experience initiatives is very close to my heart. You are right.

Customer Centricity 60

Customer Centricity Customer Experience Professionals Employee Engagement Training 60

Customer Guru

MARCH 1, 2018

At Customer Guru, we firmly believe that the only way more Indian businesses can become sustainable and globally competitive is by focusing on Customer Experience (CX). Thus, we are dedicated towards spreading this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Centricity 79

Customer Centricity Customer Experience Professionals Employee Engagement Training 79

Oracle

APRIL 4, 2018

Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX). Instead of being transaction-focused, your strategy must be customer-focused. So, how can you do this?

Loyalty 56

Loyalty Loyalty Programs Social Media Brands 56

Verint

SEPTEMBER 21, 2017

Recently, Aberdeen Group and Verint recorded a webcast on the Next-Generation Back Office: Satisfy Customers & Drive Efficiency. Aberdeen research found that errors and delays in back-office processing were the number two cause of customer dissatisfaction. Customer experience is moving into the back office’s purview.

Customer Centricity 37

Customer Centricity Insurance Groups Contact Center 37

Verint

SEPTEMBER 12, 2017

When introducing new branch formats, staffing considerations become increasingly important to help ensure the right talent and skills are in place to meet customer needs. Most branches do not have the demand to warrant a full-time mortgage specialist or investment banker, but still need to offer these advisory services to their customers.

Banking 39

Banking Self Service Feedback Meeting 39

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

Circular Edge

JANUARY 24, 2018

One of the first things I noticed upon joining Circular Edge last year is our leadership’s contagious passion for going above and beyond to support the happiness and success of our team and our customers. Thus, I was inspired to take one of our core tenets – our commitment to customer success – and dive deeper for my first blog.

Resources 40

Resources Innovation Customer Success Customers 40

Circular Edge

JANUARY 24, 2018

One of the first things I noticed upon joining Circular Edge last year is our leadership’s contagious passion for going above and beyond to support the happiness and success of our team and our customers. Thus, I was inspired to take one of our core tenets – our commitment to customer success – and dive deeper for my first blog.

Resources 40

Resources Innovation Customer Success Customers 40

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. Here are tips on how to keep your feedback requests relevant and built for optimal response rates. They also advise that a “digital first” strategy is essential in state-of-the-art customer surveys today.

Survey 32

Survey Gamification Feedback Guidelines 32