Why Exceeding Customer Expectations Can Make or Break a Business


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.

The Right Survey to Measure Each Touchpoint of the Customer Journey


type question works well when evaluating a relationship or complete experience, but it can be confusing if asked after individual touchpoints. My guess: Expedia wanted one survey to catch people after the completed experience, who may or may not have answered one of the touchpoint surveys.

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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!

3 Ways to Manage Customer Expectations

Ann Michaels and Associates

Let’s face it- if we knew our customersexpectations every second of every day, we would work hard to meet them. What do your customers expect? “ Service is praised or criticized because of expectations.” How do you listen to your customers?


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.

Using Communication To Make Your Brand Unforgettable in 2018

CX Journey

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

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


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.

Why Brands Need to Pivot Towards Building an Identical Support Experience


Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

Personalizing Customer Experiences in Unusual Times


How can brands keep personalizing customer experiences in strange times? Accenture found that 91% of consumers prefer to shop with brands that personalize their recommendations, offers, and reinforcement of positive behavior. Manage Customer Expectations.

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


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


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


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


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


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.

3 ways contact center CX leverages unsolicited feedback for better loyalty


Customers expect a seamless experience when engaging with your brand across multiple channels. Your contact center is a vital tool that can help you integrate your customer touchpoints—which is key when it comes to delivering on customer expectations and driving loyalty.

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.

Emotion as a Driver of Customer Loyalty

Second to None

Human emotion is complex and multi-layered, which makes clearly outlining its role in the customer experience tricky at times. While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps.

How to Prove the ROI of Your Voice of the Customer (VoC) Program


When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations.

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Innovation in Customer Effort

Second to None

With new technologies and consumer trends, the concept of customer effort has evolved tremendously over the years. In the current day, customers cannot be bothered to exert any unnecessary energy, and why should they? So what exactly is customer effort and why is it important?

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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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?

NPS, CES, CSAT: Which One is the Best Metric?


NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. .

We’ll Be Your Guide To Customer Journeys At CX North America

Forrester's Customer Insights

Marketers, let’s face it: Offering consumers a great experience across their entire customer journey remains a challenge. Age of the Customer B2C marketing customer centricity loyalty promoted

Why an Effortless Experience Isn’t Enough for Customer Loyalty


Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Rather, customer loyalty depends on how easy you make it for your customers to do business with you.

How to Deliver a Great Customer Experience (VIDEO)


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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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.

How to Use the CSAT Metric in Your CX Program


Let’s talk about customer satisfaction. . In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure.

How to Identify Weaknesses in Your Customer Journey Map


About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”.

Top 10 Best Guides for Digital Customer Experience Experts


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.

An Article On Customer Experience That Actually Makes Sense


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.

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.

Why Amazon is A Leader in Customer Experience


The common denominator here is effort – whether you’re buying or returning a product, the experience is effortless – something customers are more than willing to give their loyalty for in exchange. Today, Customer Service via social is imperative.

What to Do if You Have a Poor CSAT Score


is similar to the mechanism at work in a Customer Satisfaction Score (CSAT). A CSAT is a single question presented to a customer at a single moment, or moments, throughout a customer experience to gauge satisfaction. The expectation is not even. “How was your day today?”—that