Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Survey 394

Survey Metrics NPS Effort Score 394

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say? There’s a line in the bridge of the song that says: Tears streaming down your face.

Culture 281

Culture Customer Centricity Video Groups 281

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. Store these in your CS toolbox to use as needed.

Customer Service 341

Customer Service e-support Self Service Customers 341

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? I’m glad you asked!  Support tickets.

Feedback 236

Feedback Marketing Social Media Effort Score 236

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. You can download it here.).

Leadership 283

Leadership Culture Customer Centricity Report 283

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle.

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, Chip explained it in this way: “I want to talk about trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? Delete it and pretend it never happened? However, according to customer experience expert Jay Baer, these reactions will only backfire. Want to hear the full conversation? See your haters’ feedback as a gift 3.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Experience Investigators by 360Connext

APRIL 11, 2023

Quality is an interesting word. ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience? Well, I’m betting your definition of what quality means to your customers might just differ from their version.

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Social Media 322

Social Media Customer Retention Strategy Video 322

Steve DiGioia

OCTOBER 28, 2019

If you’re having a bad experience in a restaurant and decide to never return, do you tell the manager? Or do you just leave and commit to never going back? If your clothes are seldom ready when promised by your dry cleaner, do you tell him why you’ve decided to go elsewhere? They just want out!

Feedback 185

Feedback Policies Customers Customer Expectations 185

Experience Investigators by 360Connext

OCTOBER 17, 2018

Thanks to a fun report from CCW , Customer Contact Week, and some clever customer experience pros (and prose – ha ha,) there is a discussion around leadership buzzwords we should have. We aim for an exceptional “journey” for our customers but are only referring to marketing. You can download it here.).

Leadership 227

Leadership Culture Customer Centricity Report 227

GetFeedback

DECEMBER 11, 2018

It’s not rocket science: the lower your customer churn rate, the higher your profit. But do you know how much customer retention is really worth? According to Harvard Business School, even just a 5% increase in customer retention can lead to a 25-95% increase in profits.

Net Promoter Score 223

Net Promoter Score Effort Score NPS Customer Retention 223

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. But what can I say? There’s a line in the bridge of the song that says: Tears streaming down your face.

Culture 182

Culture Customer Centricity Video Groups 182

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Customers 78

Customers Examples Comparison Customer Experience 78

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? What is a Customer Persona? What is a Customer Persona?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. They create such a focus on the customer that everything and everyone throughout the organization is on board. . In a word, it all comes back to the culture. Sometimes the customer-focused “way” is seen as a brand within a brand.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

Vonage

MARCH 26, 2018

While there are many transactional and technical skills involved in providing great customer service, which can vary by context and industry, here are five fundamental customer service essentials that can improve and sustain superior customer service regardless of the nature of your business.

Customer Service 149

Customer Service Customer Retention Customers Trends 149

C3Centricity

JULY 8, 2020

Never miss an episode. What makes a website great for your customers? What makes a website great for your potential customers? The answers to these questions will help you to publish a successful website. One that encourages current and potential customers to both see and engage with your content.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

Experience Investigators by 360Connext

APRIL 28, 2020

Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!” ” then never makes that call. After a few moments like those, you learned not to trust her. Are you delivering?

Customer Journeys 225

Customer Journeys How To Measurement Customers 225

SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. What is Customer Sentiment? Shocking, right?

Analysis 52

Analysis Social Media Effort Score Survey 52

Beyond Philosophy

MAY 14, 2020

However, they are also crucial for fostering customer-driven growth in your organization. In this issue of Why Customers Buy, we are going to discuss the six fundamental principles of how to influence people, and you might be surprised by what you discover. You want them to go in and clean their room.

Training 167

Training Consulting Interaction Insurance 167

CSM Magazine

DECEMBER 17, 2020

Customer service expert Jeff Mowatt has created a list of Top 10 telephone turnoffs to avoid – or risk alienating your colleagues and clients. Like you, there are times in my work when emails and texts aren’t efficient and I actually need to phone someone and have a real conversation. How are you?” Thank you.”.

Tips 98

Tips Customer Service Loyalty Communication 98

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Strategy 113

Strategy Management Social Media Brands 113

BirdEye

NOVEMBER 27, 2023

What’s that one thing every business must face, even when they don’t want to? It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It’s a strategic move that affects your bottom line. Stay calm 2.

Examples 108

Examples Tips How To Social Media 108

ShepHyken

APRIL 29, 2022

This week, we feature an article by David Meerman Scott adapted from the new 8th edition of The New Rules of Marketing and PR to be released on May 3, 2022. He shares how organizations can use data and AI-powered tools to benefit customers. I’m not distracted by the need to produce accurate notes to pull quotes from later.

Insurance 161

Insurance Poor Customer Service Policies System 161

Comm100

NOVEMBER 27, 2017

Whether it’s due to not wanting to admit fault, fear of losing fans or investors, or simply not knowing how, corporations and public figures often fall short of what people want and expect out of a public apology. As psychologist and author of Why Won’t You Apologize Dr. Harriet Lerner says: “Humans are hard-wired for defensiveness.

Social Media 300

Social Media Video Effort Score Brands 300

Magellan Solutions

APRIL 8, 2024

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. But there’s a silver lining in dealing with such customers. Why Apology Matters in Customer Service?

Tips 52

Tips Examples How To Customer Service Representative 52

Beyond Philosophy

OCTOBER 13, 2022

Why Video is the Untapped Jewel to Greatly Enhance Your Customers’ Experience. Have you ever used the word “doohickey” or “thingymajig” in a call with a contact center? Seeing the whatsit on screen might mean the expert can help the customer faster.

Video 88

Video Contact Center Customer Experience Net Promoter Score 88

ShepHyken

JUNE 26, 2023

Top Takeaways: You can only expect to deliver a remarkable customer experience if you have remarkable employees. People think that customer experience and employee experience are two different silos. Reason #3 Health and Family – Their personal health or a responsibility to care for kids or aging parents.

How To 62

How To Employee Experience Travel Culture 62

ShepHyken

JULY 6, 2022

In our customer service training workshops , we have an exercise that introduces a concept called The Five Levels of Service. Any company should be happy with World Class , which is when the company is consistently and predictably delivering a level of service that gets customers to come back. A Customer Experience Like Chick-fil-A.

Company 72

Company Fashion Customer Service Training Comparison 72

Beyond Philosophy

JUNE 25, 2020

Customer Memories are a fascinating subject. In many ways, they are what your Customer Experience is, at least from the customers’ perspective, which we also discussed on a recent podcast. They are certainly the most critical element of your customer loyalty. Emotions create memories.

Management 188

Management Insurance Net Promoter Score Connections 188

Blake Morgan

NOVEMBER 22, 2022

But do your customers feel your appreciation? Customers can tell when brands are excited about their business. But on the other side, customers can also tell when they aren’t valued or supported by a brand. Customers are your reason for being in business. 2) Talk to your contact center agents.

First Call Resolution 59

First Call Resolution Contact Center Customer Centricity Brands 59

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? ” REFRAME. Psychological Priming.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Win the Customer

MARCH 22, 2018

As a business owner, you understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer. Rude or Indifferent Customer Service Reps. Unfortunately, you might have first-hand experience with this one. Calling the Wrong Number.

Customer Service 144

Customer Service Wait Times Social Media Policies 144