InMoment XI

OCTOBER 7, 2021

In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. As most of you probably know, there are several important aspects of goals you need to consider. What Is Your Current Score? Is it already quite high?

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

Steve DiGioia

OCTOBER 26, 2021

The only reason a business hires someone is that they have a job that needs to be done and they need someone to do it. If they hire you, you get paid for your efforts. You are not promised lifetime employment, nor do you need to offer it to them. RELATED POST: What’s Wrong With This Company?

Tips 264

Tips Customer Service Company Customers 264

Lumoa

APRIL 21, 2022

“When you change the way you look at things, the things you look at change.”   –  Dr. Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” And it is a question that customer support professionals ask me most often.

How To 208

How To Self Service Banking Customer Satisfaction 208

Daniel Group

APRIL 18, 2024

Enhance Your Communication Strategies! Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. If you reflect on your own positive experiences, many of them likely arose from the effectiveness of communication. That is a fact of life, no matter how well-run the company.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Let me give you a real-life scenario of how it works in general.

Customer Experience 423

Customer Experience Social Media Customers Video 423

CX Accelerator

APRIL 1, 2022

I can remember it well. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. I don’t want your money. The Fear of Oversharing.

Tips 266

Tips Contact Center Communication Connections 266

Customer Bliss

NOVEMBER 9, 2017

There’s a continuing focus on brands improving customer experience to lead customer-driven growth. I’d like to share some of the most popular and most-shared content from the Customer Bliss blog. A beloved company understands that a good apology strengthens the bond between customers and the company.

Trends 204

Trends Customer Experience Customer Insights Customers 204

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. It’s called Discount Tackle, and the manager knows me. When I go in, we chat to catch up, and then he recommends a lure for me to try that day.

Advertising 78

Advertising Conference Technology Brands 78

ShepHyken

SEPTEMBER 8, 2017

This week we feature an article by Belle Balace who talks about what you need to know about answering support tickets. There are different types of customers and it’s important to know how to deal with each one. – Shep Hyken. Just kidding, you actually have a choice to do it or not. This one is very true.

Infographics 158

Infographics Airlines Advertising Resources 158

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Customers wait. It’s 8:13 p.m. A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. on a Friday.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Customer Bliss

DECEMBER 28, 2017

The year is almost over, and I’m sure many of you are setting goals for 2018 if you haven’t done so already. As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Click To Tweet.

Self Service 141

Self Service Customer Experience Chatbots Chief Customer Officer 141

CX Accelerator

JUNE 8, 2020

Surveys are a great way to listen to the voice of the customer, so don’t misconstrue the title of this article as being “anti-survey.” Problems occur, however, when surveys become the only way we listen to customers — especially when you consider that a good survey response rate is in the realm of 20-30%. Interview customers.

Survey 345

Survey Social Media Contact Center Call Recording 345

ShepHyken

AUGUST 9, 2019

This week we feature an article by Yogesh Chabria who shares an article about how customers want to be wowed and how you can turn your customers into fans. I often get asked how I focus on customer satisfaction with everything else that is going on? I’d say, you need to level up your game.

Hotels 116

Hotels Customer Satisfaction Social Media Customers 116

Steve DiGioia

OCTOBER 31, 2021

An employee makes a mistake, and the customer is, at best, disappointed. It’s inevitable. It happens. It’s part of any operation that has many “moving” parts. Service recovery”, a company’s resolution of a problem from a dissatisfied customer, comes next. Your job is to get it fixed, then clam up.

Industry 182

Industry Examples Customer Service Company 182

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! I hope these blogging tips will help you, too. It’s great to start tracking the questions.

Tips 110

Tips Social Media Leadership Exercises 110

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. Williams and the company wondered if they should raise prices or add additional fees to cover it. It’s been a debate for them, so they implored my podcast partner and me to help them.

Airlines 151

Airlines Tips Course Examples 151

ShepHyken

MARCH 8, 2019

This week we feature an article by Jason Milleisen who shares three simple rules that will set you apart from your competition and help provide great customer service. I once heard about a car dealership who had customer satisfaction scores that were the impressively high. You read that correctly. Shep Hyken.

Consulting 108

Consulting Customers Customer Service Course 108

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. It’s our job to determine what it is. Both are fair questions.

How To 78

How To Exercises Video Customers 78

Customer Bliss

NOVEMBER 26, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. You matter. Do you honor your customers’ dignity?

Hospitality 254

Hospitality Chief Customer Officer Course Video 254

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. To no surprise, this experience left a positive impression on me. I share my story because it serves as a reminder that brands should not compete on price alone.

Hotels 107

Hotels B2C Loyalty B2B 107

ShepHyken

OCTOBER 26, 2018

What company or organization comes to mind? My guess is that your poor experiences will be at least quadruple the number of extraordinary experiences. Most consumers expect a positive experience and yet companies continuously fail in customer experience 101. What about the service experience was extraordinary?

Hotels 110

Hotels Hospitality Guest Experience Leadership 110

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. But it’s difficult remembering all the different steps to take to provide it. 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.

Customer Service 341

Customer Service e-support Self Service Customers 341

ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 146

Chatbots Customer Service Tools Poor Customer Service 146

Customer Bliss

JUNE 8, 2020

Recently, I was joined by Yamini Rangan, chief customer officer of Hubspot for a LIVE version of my podcast, the Chief Customer Officer Human Duct Tape Show. Be sure to subscribe here or on your favorite podcast app to get this episode when it comes out later this week. It’s a long, complicated, hard transformation.”

Chief Customer Officer 210

Chief Customer Officer Customer Centricity Financial Culture 210

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Is it no wonder that many resort to the phone to request a resolution?

Customer Experience 102

Customer Experience Social Media Customers Technology 102

Steve DiGioia

MAY 2, 2022

Maybe you are too. And we watch it every week. It was so much fun. So, what can pro wrestling teach us about customer service? The Keys to Great Customer Service. We are all well aware that great customer service can only be achieved by: Anticipating the customer’s needs. There are millions of us.

Customer Service 328

Customer Service Entertainment Sports Social Media 328

Customer Bliss

SEPTEMBER 28, 2021

For my whole life (and probably yours), old and dog-eared magazines have been a part of my doctor, dentist and hospital visit experience. My stats tell me that Americans spent 1.1 The most admired companies set their table to honor customers. Imagine your mom in that moment. And then reimagine it….

Case Study 194

Case Study Study Healthcare Hospitality 194

ShepHyken

OCTOBER 7, 2016

This week on our Friends on Friday guest blog post my colleague Erica McBride, shares a story that explains why your organization doesn’t want to just be good, you want to be great! There was a time when ‘good’ was ‘good enough’ If a customer said we were ‘good’, we were happy.

Hotels 119

Hotels Social Media Travel Brands 119

Beyond Philosophy

MARCH 7, 2024

Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. She asked the right blokes about this one.

ROI 78

ROI Return on Investment Exercises Measurement 78

Beyond Philosophy

JANUARY 4, 2024

It’s that time of year for one of my favorite traditions, my end-of-year reflections. I appreciate the opportunity to look back upon what has happened and what I learned from it. My podcast partner and I came up with six we learned this past year, and I wanted to share them with you as well.

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

Comm100

SEPTEMBER 25, 2021

Companies with live chat are able to offer a seamless customer experience on their website. It cuts down on hold time and allows customers to get help ASAP, which is essential for brand loyalty and respect. The best part is, live chat boosts customer satisfaction as high as 92%. It’s not a quick job.

Software 188

Software e-support Healthcare Sales 188

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. I became aware of this deficit after receiving an email from Vijay, one of my podcast listeners, asking me what we had on it. Let me explain.

Customer Engagement 157

Customer Engagement Engagement Social Media Measurement 157

Customer Bliss

APRIL 17, 2020

This is this notion of giving back to others that need more than you do. Now, what this is going to do is help hundreds if not thousands, of small companies, small businesses stay afloat. Give something that doesn't necessarily cost you something over the long term, but will work to raise the water level for everybody else.

Marketing 208

Marketing Financial Video Company 208

Beyond Philosophy

FEBRUARY 22, 2024

It’s abstract, making it difficult to learn or discuss. Before we get into them, I find it interesting how little training organizations do on the topic. Before we get into them, I find it interesting how little training organizations do on the topic. Do any of you remember the Milgram experiment?

Culture 78

Culture Fashion eBook Examples 78

Beyond Philosophy

DECEMBER 7, 2023

” But a phrase is little more than words unless there is action that comes from it. Therefore, we ask you to submit your thoughts, ideas, or reports and statistics…anything that we can then review. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add.

Customer Experience 88

Customer Experience Chatbots System Customers 88

Bill Quiseng

JULY 18, 2017

I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences. I have been a big fan of her customer experience articles that regularly appear in Forbes.

Customer Experience 318

Customer Experience Contact Center Wireless Conference 318

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. It was the Thursday before Memorial Day 2019. Your customer’s dilemma is your opportunity to be a CX superhero.

Customer Experience 112

Customer Experience Loyalty Engagement Customers 112