All Touchpoints in the Customer Journey Are Not Created Equal!

Wired and Dangerous

There is a great deal of conversation currently on the customer journey. We read and hear a great deal about friction-less, fast and easy journeys for the customer. For today’s wired and dangerous customers, that is especially true. They hold your brand reputation in their hands!

Why Exceeding Customer Expectations Can Make or Break a Business

Kayako

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Again, this sets lower expectations. All customers are equal.

TOUCHPOINT & FOOD SERVICE INDUSTRY

News & Customer Experience

Today we will walk through the Customer’s journey in a food service industry store, in search of the several points the client can touch before, after and during his lunch, breakfast, dinner or his ice cream. to lose the customer.

Intelligent Customer Touchpoints: What Are They and Why Do You Need Them?

CX Journey

Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences. These digital channels address the customer need for convenience.

CX now trumps brand loyalty, suggests a new study

Vision Critical

Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences.

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2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service.

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Retain Consumer Trust By Keeping Your Brand Promises

Second to None

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. As a society, there are now elevated expectations for brands that we spend our money on due to the proliferate expansion of available options across industries. These major missteps are obviously things to avoid, but it is not only viral moments that infect your brand reputation.

5 Top Customer Service Articles for the Week of December 31, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. As we move ahead, customer experience will be the only differentiator between brands.

What Your Luxury Retail Brand Can Gain From Mystery Shopping

Second to None

Luxury retail is a space dominated by brands with consistently great reputations, because trust serves a foundational pillar in the relationships formed between consumers and brands. Typically, due to the increased price point of dealing with a luxury brand, your team must handle inflated customer expectations, because even one sub-par interaction can quickly permeate and infect a vast pool of potential customers with a negative perception of your brand.

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

Avaya

Your prospective customers do copious research on your company before they contact you. Just like most of us check out a new restaurant online (look at the menu, customer reviews, parking options) or plan a vacation (scour the internet for hotel, air, rental car, activities), business-to-business (B2B) customers perform research on your company, products, and services before connecting with and buying from you. So, what happens if expectations aren’t met?

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

Avaya

Your prospective customers do copious research on your company before they contact you. Once you welcome a new customer, you’ll find they have high expectations for exceptional service. So, what happens if expectations aren’t met?

How to Make the Returns Process Work for Your Brand

StellaService

No matter what your customer experience looks like, the journey with your brand should be easy and engaging. It’s exactly what your customers want, expect, and deserve. Including—or especially—those customers who decide they’ve made the wrong purchase.

24 Experts Reveal Their Top Customer Retention Strategies For B2C Brands

Storyminers

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? We decided to ask experts one question: What is your most effective customer retention strategy for B2C brands? . VP of Customer Experience, Compellon.

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5 Top Customer Service Articles for the Week of February 25, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. CX is for retail brands, as in B2C.

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Delivering Unique, Attractive (Even Branded) Customer Experience Lagniappe: Any Company Can Do This

Beyond Philosophy

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe.

Top loyalty trends for 2018 and what they mean for brands and customers

Currency Alliance

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty.

Clever! Here Are Some Interesting Ideas About How to Improve Customer Experience - Frank Reactions

Tema Frank

When you are selling high-end appliances or other premium products, customers expect their whole experience with you to be exceptional. German appliance maker, Miele, knows that and does some pretty clever things to improve customer experience.

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IF YOUR COMPANY WAS A PERSON

News & Customer Experience

The Customer Expectation is measured as an alignment between Client’s expectations and his concrete experience from a company or a brand. If your brand / company was a person: What style and look it may have?

How to Deliver a Great Customer Experience (VIDEO)

GetFeedback

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human.

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An Article On Customer Experience That Actually Makes Sense

GetFeedback

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company.

4 Ways Omnichannel Customer Experience Will Change in 2019

Smarter CX

Today, the omnichannel customer experience (CX) is quickly evolving into the core brand CX. Consider: Forbes notes that both B2B and B2C transactions have more touchpoints than ever before. Omnichannel is the new minimum threshold for brands.

How To Ensure a Successful Grocery Delivery and In-Store Pick-Up Program

Second to None

As technology makes more industries easily accessible online, brands in these spaces need to continually find new ways to reach customers within these evolving digital channels. Typically thought of as exclusively a brick-and-mortar industry, novel technologies have penetrated supermarkets to the point where most brands are making significant changes to their Customer Experience programs.

Loyalty Strategy 2019: How to Win in the Next Decade

Currency Alliance

We believe these trends will occupy most brands’ efforts during 2019. Businesses, their markets, and customer behavior have evolved dramatically in the past 10 years, yet most loyalty programs have only made incremental changes (in some cases to the detriment of customers).

Six Upcoming Service Trends For 2018

Second to None

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. Understanding how your organization can meet customers within these evolving channels can help vault you ahead of industry competition and endear your brand image in the eyes of your customer.

Customer Experience in Crisis! How do you revive it?

CloudCherry

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Over 13% of brands in the US index fit into this category.

Customer Experience in Crises! How do you revive it?

CloudCherry

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Over 13% of brands in the US index fit into this category.

7 Ways to Get Better at Customer Service

Kayako

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

Who Owns Digital Experience?

Smarter CX

Through new digital technologies, marketers and brands are building an understanding of their customers and prospects that simply wouldn’t have been possible 10 or 15 years ago. Experts Customer Experience

Acing Omnichannel Support in SaaS

GetFeedback

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. Higher customer expectations.

Top 10 Best Guides for Digital Customer Experience Experts

mopinion

Brought on by sharply heightened customer expectations and the rapid growth of digital channels and touchpoints, digital customer experience (CX) is exponentially shaping the strategy of many businesses today.

What is Customer Engagement Marketing?

Smarter CX

Now, instead of focusing on how one message appears on targeted platforms, marketing teams are scrambling to create multiple messages for a singular campaign to deploy over various channels — all with the hopes of getting the attention of the right customers. Experts Customer Experience CX10

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10 Surveys for Actionable Data

GetFeedback

When it comes to collecting customer feedback, most people think of a traditional Net Promoter Score survey. However, there are key touchpoints throughout the entire customer journey where you can be listening to your customers.

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The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

ijgolding

Only yesterday, a contact of mine shared an article with me about, what is believed to be, the world’s first ever customer complaint… 4,000 years ago!! The retail industry is the ‘poster boy/girl’ Industry disruption, from a customer perspective, is a very good thing.

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How to Set Goals & Build a Strategy to Drive Customer Experience Improvement

Comm100

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Customer experience objectives.

Laying the Groundwork for Omni-Channel Customer Experiences

Hero Digital

At times, the goal of creating omni-channel customer experiences can sound daunting. But even the most iconic brands that are redefining customer expectations often start small, rolling out new technology to a small test group of customers or in a single location before expanding.

Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. I expect to be recognised for my loyalty – and if possible rewarded too!

Decrease Customer Churn Rates for Good

GetFeedback

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. And a study by Temkin Group concluded that loyal customers are 5x as likely to repurchase, 5x as likely to forgive, 4x as likely to refer, and 7x as likely to try a new offering.

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