ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. This is how both luxury and discount brands can have raving fans. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced.

Sports 71

Sports Customer Experience Handbook Case Study 71

CloudCherry

FEBRUARY 28, 2018

This brings us to hiring – something customer-centric brands are good at. People who would fit into their culture – employees who can be trained, improve, and will work with a focused customer-first approach. This makes it easier to drive customer-centric change across the organization. They hire only the right people.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Natalie Petouhof

JULY 26, 2016

But there’s a wealth of research on what happens to customers at a neurological level when they are forced to deal with slow or interrupted processes. [i] Brands must recognize that customers’ hardwiring of the brain’s and their neurological desire for flow and easy of use as part of the cost of doing business. i] [link]. [i]

Handbook 40

Handbook Customer Experience Resources Customers 40

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Recent trends in customer service show that companies can delight their customers while generating revenues. Yet, relatively few contact centers have focused on providing a consistent customer experience.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 76

Customer Experience Financial Customer Journeys Handbook 76