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Speed creates customer confidence: what is the velocity of your customer service?

Vonage

I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience. Customers want fast service – whether they are waiting in line, calling the customer service center or waiting for an email response. Our customers notice our efforts, too.

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Mobile Banking Experiences Can Build Customer Confidence

Kitewheel

In some brands, Mobile banking adoption is already is the norm. Customer experience leaders also tend to have powerful mobile banking platforms. How can a bank, or any brand, build a better mobile experience? How are customers truly using your mobile app?

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Your Brand is Only as Strong as Your Weakest Link

ShepHyken

The guy just didn’t want to get them, when a customer needed them. This was a major brand with locations throughout the US. I’m sure that any executive of this brand would cringe at the response the manager gave me… “I really shouldn’t expect the same service or quality I’m accustomed to…” Really?! The logo is the logo, and the brand is the brand! Let’s switch industries and talk about an icon in the world of customer service.

Brands 73
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Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Especially as businesses process more customer data than ever before and often this data is siloed in different departments and systems.

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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign. Goal: Improve Customer Loyalty.

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Guest Blog: 3 Essential Stages of Cultivating a Winning Customer Experience

ShepHyken

This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people. The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience.

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Guest Blog: Why Online Reviews Are Important for Customer Engagement

ShepHyken

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. Customers need to feel heard and know that you care about them.

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5 Top Customer Service Articles for the Week of October 23, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX.

Retail 65
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Three Ways to Create Confidence with Your Customers

ShepHyken

I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience. In the process of the interview, I asked Nate about his favorite customer service story. Jordan knew that his customer didn’t send email spam.

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Amazing Business Radio: John Hall

ShepHyken

John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? a content marketing agency that helps brands and individuals leverage expertise to create, publish, and distribute content. John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing. Trust requires your customers to see you as an expert, and they must value your knowledge.

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A lesson in growing brand trust during the COVID-19 crisis

Qualtrics

Keeping your existing customers engaged - let alone reaching new ones - is one of the biggest challenges facing many brands in today’s uncertain times. It gives consumers confidence when choosing to engage with your brand, and employees will feel safe coming to work.

Brands 26
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Amazing Business Radio: Julius Robinson

Shep Hyken

Building Confidence with Your Customers. Empowering Your Team to Deliver a Great Customer Experience. He shares what organizations can learn about customer service from the hospitality industry and how to equip employees to meet and exceed customer expectations.

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3 Benefits of Knowledge Management for Customer Service

Kayako

Today’s customers increasingly expect personalized experiences from brands, so it is tempting to think that if your customer were having a problem, their first choice would be to get on a live call with customer service. The customer logs in to their account .

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Tipping Point Pressure: 60% Of Customer Service Managers Say This Will Be the “Toughest Winter Yet”

CSM Magazine

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Customer confidence is crumbling in the current environment . Customer Service News

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Creating digital confidence: How to build trust into your design

Hero Digital

If you’re like most streaming network customers, you will spend close to 20 minutes browsing before feeling confident in your choice to press “play.”. This indecision can cost customers time and frustration, which in turn can cost businesses money and customer trust.

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#GetCloser … With Sales and Service CTI at Dreamforce

Vonage

In fact, we always seem to grow our Dreamforce presence year over year – bigger parties, bigger sponsorship and bigger customer showcases. This year we’re highlighting the “Better Way to Get Close to Your Customers.”. It’s an issue that impacts both sales and service professionals; how do you create stronger relationships with customers without appearing invasive, desperate, or just plain creepy. We know how important customers are to your business.

Sales 183
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What is a Chatbot and How Do Customer Service Teams Use Them?

Comm100

Customer service is an always changing landscape. While many aspects of providing excellent customer service have held true over decades, the reality is that customer expectations have grown and shifted with technology. Chatbot customer service

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PCI Pal Publishes Payments: The Future of Security and CX Whitepaper

CSM Magazine

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. Customer Service News

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Guest Blog – How Social Media Chatbots Can Help Businesses Target and Generate Leads

Comm100

5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts.

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Amazing Business Radio: Dan Hill

Shep Hyken

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey.

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15 Customer Touchpoints That Will Optimize Your Customer Journey

CSM Magazine

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales.

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Guest Post: How to Improve Your Post-Purchase Customer Experience

Shep Hyken

He shares simple but effective ways to improve your post-purchase customer experience so your customers keep coming back for more. Getting a customer to make their first purchase is not easy. Out of all the options available today, they decided to go with your brand.

Brands 60
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Why the Retail Customer Experience is More Important Than Ever

Stella Connect

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Shopping centers reopened, and ecommerce continues to simplify the ability for any retailer to go digital and connect with customers.

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5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. Why are customers embracing texting?

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5 Top Customer Service Articles for the Week of June 3, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 10 Ways to Improve Your Customer Experience (CX) by Diana Kaemingk. Qualtrics) If you’re ready to improve your customer experience, check out these 10 tips. Here’s a good “Top Ten” type of list to help you improve your customer experience. 10 Steps To Achieve Greater Customer Success by Emily Marchant. Customers are getting survey fatigue.

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8 Qualities of Effective Contact Center Agents

NICE inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Contact center agents have a significant impact on customer experience and thus the bottom line. Hiring agents with the right characteristics is critical for the welfare of your customers as well as your existing employees.

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5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer. Convince and Convert) Have you ever wondered what causes some companies to earn free publicity from customers who gush about them? Meanwhile, countless brands toil away in obscurity hoping someone will notice them.

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The Ultimate Customer Service KPI?

Steve DiGioia

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. Here’s why I like NPS so much as a KPI of customer service quality: Credibility.

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A Valuable Commodity: Spend Less, Save More, and Win Customers Over

NICE inContact

Customers value their time, and if you can find a way to respect that – in effect, using less of it so they have more to spend in other ways – they will appreciate you and most likely reward you with repeat business. How can you respect your customers’ time? First, let’s look at some ways that companies fail to respect their customers’ time. That moment eroded the hotel’s guest-focused brand and image that they worked so hard to create through advertising and marketing.

Hotels 175
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3 Ways Augmented Reality Enhances Customer Experiences

Oracle

Today’s customer journeys span multiple touchpoints. With this perspective in mind, augmented reality (AR), with its capability to deliver an enhanced buying experience, is a customer experience powertool. Here are 3 ways that companies are using augmented reality to attract and enhance customer experiences: Bringing humanity to IoT. Giving customers confidence. Customer indecision is a force that stops transactions in their tracks.

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A 3-Step Formula for Consumer Trust in the AI Age

CSM Magazine

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Follow this 3 step formula to ensure the right data and customer service offering to boost customer confidence: 1.

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5 Top Customer Service Articles for the Week of June 24, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Forbes) Dartmouth business school Vijay Govindarajan and author of The Innovator’s Dilemma describes three barriers to brand survival in a changing world. My Comment: Here is a great testimonial to the combination of a great customer experience and product.

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Learn the 3R Method to De-escalate Angry Customers

Solvvy

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?

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A Comprehensive Guide to Chatbot Software

Comm100

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer Support.

Software 130
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Enabling Multi-Product Growth in Gainsight PX

Gainsight

Many enterprise companies find themselves without either a tool or platform that gives a unified customer experience across multiple products. As a result, the customer can often experience a disjointed. Such was the case for a Gainsight customer. .

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5 Steps to Your Best Complaint Response Letter – with Powerful Examples From JetBlue, American Airlines and JCPenney

Myra Golden

One of the things I do in my practice is write the templates for complaint response letters for some of world’s most renowned brands. Then, I custom create response letters that reflect the brand’s voice. Once I get the brand voice down, my complaint response letters follow 5 steps. The 5 steps ensure that the complaint response letter restores customer confidence and regains goodwill.

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With SCA Deadline Looming – What Happens Next?

CSM Magazine

Organisations with an online presence need to be sure they are ready for full Strong Customer Authentication (SCA) compliance for e-commerce transactions. Protecting merchants and customers from fraud. SCA is a positive change and protects both the merchant and the customer.

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7 Benefits of Six Sigma for Small Businesses

CSM Magazine

A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty. Six Sigma defines a defect as anything that is not within your customer’s expectations.

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What CCM solution reviews say about your potential for CX success

Quadient

But the shiny exterior was devalued by cutting corners, unimagined engineering and poor alignment with customer needs. . We’re in the business of customer success, and we’ve proven it decade over decade. . ( The worlds’ leading CCM customer success advocate . Customer Experience.

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The ultimate customer service KPI?

Customer Enthusiast

NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Quantifies invisibility : It validates the existence of neutral customers (labeled “Passives”) who largely feel invisible to the organization and its employees.

NPS 52