DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett

ijgolding

So when my friend and fellow CCXP (Certified Customer Experience Professional), Mike Bartlett sent me his own story comparing Delta and Virgin, I felt that others needed to read it too! In my humble opinion, Delta absolutely owned Virgin when it came to this kind of Customer Experience.

Do Morethan just comparison websites for insurance quotes!

Helen Dewdney

I hope you don’t just renew every year and that you look at comparison sites for switching insurance, energy etc. Comparison v direct. Last year MoreThan came out cheaper on the Moneysupermarket comparison site. How do you take out your contents and building insurance?

Gainsight PX vs. Mixpanel: 10 Advantages of Gainsight PX

Gainsight

With that in mind, we’ve put together a comparison breakdown to help you out. Gainsight PX features include: Native feedback tools like surveys and feature requests to capture customer feedback at optimal points along the user journey. Gainsight PX provides reliable customer support.

9 Advantages of Gainsight PX Over Amplitude

Gainsight

Comparisons. With Gainsight PX you get: Native feedback tools like surveys and feature requests to capture sentiment at precisely targeted points along the customer lifecycle. Easy custom reports that give product teams the insight they need to make data-driven decisions.

All you need to know to make a complaint about energy

Helen Dewdney

All You Need To Know About Comparison Websites accreditation and FCA. Do Morethan just comparison websites for insurance quotes! how to do more than just use a comparison website for energy, insurance etc. So much to complain about in the energy sectors?!

40 Customer Retention Statistics You Need to Know

GetFeedback

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Customer Retention by the Numbers. Customer retention statistics: More than 6 in 10 U.S.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

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Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. I’d purchased flights through a popular comparison site only to find double charges in my bank account.

Trends 277

Are You Up to Date on Customer Thresholds for Service Delivery?

Wired and Dangerous

Customers also have minimums. Today the customer tells us it’s all about the experience. By 2020 customer experience will overtake price and product as the main differentiator between competitors. We are seeing a lot of threshold alarms these days.

Building a Customer-Centric Knowledge Base

GetFeedback

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. Customer Experience

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Important Questions to Ask in Improving Customer Experience.

Why GetFeedback is the Best Customer Experience (CX) Solution for Salesforce

GetFeedback

Over recent years, we’ve seen an indisputable shift in customer expectations — from receiving great service to having amazing customer experiences. Poor customer experience has similar, severe consequences in other countries. The customer experience gap.

Leveraging Customer Support to Optimize Customer Success

natero

Customer Success (CS) is enjoying a lot of attention, particularly in Software-as-a-Service (SaaS) where CS is a critical enabler of renewal subscriptions. Customer Support, by comparison, is perceived as a reactive (and less attractive) break-fix department.

Customer Experience Excellence – The Science and the Craft

Michelli Experience

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it. Let’s take two of the most commonly accepted tenants of good customer service – eye contact and being physically present.

Customer Experience Benchmarking: beware how you use it!

ijgolding

and their comparison with standard measurements, or similar measurements of its peers. In fact, I am NOT a fan of benchmarking Customer Experience measurement in general. I am not a fan of it, because most of the time it is not an accurate, like for like comparison.

Step up Customer Assistance with Live Video Support

TechSee

Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. With live video chat support, face-to-face communication is established between agent and customer.

Video 156

5 Ways to Improve B2B Customer Engagement Through Omnichannel Tactics

Customer Bliss

Johnson: Robert is co-founder and CEO of TeamSupport.com , a cloud-based, B2B software application built to help customer-facing support teams serve clients better through stronger collaboration, superior teamwork, and faster issue resolution. Guest Post by Robert C.

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 Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

Statistics that Predict the Future of Customer Service

Joe Rawlinson

The result of a business is a satisfied customer.” Owing to the choice overload, a business is always at risk of losing its customers for some reason or the other. These statistics help you comprehend how you can increase revenue by delivering excellent customer service.

5 Top CX Trends For Survival in the Age of the Customer

360Connext

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Are you following these 5 critical customer experience trends?

Trends 259

Technology Based Solutions to Enhance Customer Retention Strategies

TechSee

Customer churn in the age of information is a fact of life for every business in every industry. Customers have unprecedented access to data, enabling easy comparisons of alternatives, as well as hassle-free provider changes with a simple click of a button.

Moving customers from “cost center” to “asset”

Customer Bliss

Within my five-competency customer experience framework , I often call No. 1 — honor and manage customers as assets — the “clincher competency.” Can they contrast it with the value of lost customers? Highlight 1-2 referrals from existing customers.

How Fast Do Your Customers Want to Move?

Wired and Dangerous

Customers also have minimums. Today the customer tells us it’s all about the experience. 97% of customers say that customer service is very important or somewhat important in their choice of and loyalty to a brand! Customer Experience Amazon Chick Fil-A Customer Service

Are Your FAQ’s Driving Customers Mad?

360Connext

” we get a lengthy list of the many places where customers and company interact. ” It’s time to brush off the FAQ’s and make them useful for your customers. Wrong move for customers. Instead of using technology to determine who the customer is (member, provider, employer, etc.) This means the onus is on the customer to find the appropriate question which may match closely enough to what they are seeking.

The Intersection of Customer Experience, Business & Tech

Storyminers

I n terview w i th M i k e W i ttenstein, F o un d e r of Storyminers as seen on the Digital Customer Experience website . Is there a difference between customer experience and digital customer experience anymore?

Customer Experience Strategy: An A to Z Glossary

Lumoa

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. How to take actions on customer experience? Listen to your customers.

Compared to What?

MaritzCX

Research is used for many valid reasons—gaining a better understanding of brands, customers, staff, and products being some of the most common and worthwhile.

Compared to What?

MaritzCX

Research is used for many valid reasons—gaining a better understanding of brands, customers, staff, and products being some of the most common and worthwhile.

How to Create an Omni-Channel Customer Journey Map in Retail

GetFeedback

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In this post, we’ll explain how to create an omni-channel customer journey map for your retail business—and how you can use it to improve your customer experience. What is a customer journey map? Why create a customer journey map? Meeting the needs of the customer.

Retail 195

Guest Blog: Thank Your Customer With Actions Not Words

ShepHyken

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. But not all businesses can boast of loyal customers.

How Well Do you Know Your Customers? 13 Questions your Boss Expects you to Answer

C3Centricity

Your boss expects you to be able to answer all his questions and especially to know your customers. Here are the 13 things your boss is likely to ask you and a handy Checklist to prove to him that you know your customers better than he realises. Who is your customer?

Brands 228

CSAT vs. NPS: Similarities and Differences

GetFeedback

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. .

NPS 307

Customer Centric Action Plans

ClearAction

Customer Centric Action Plans Lynn Hunsaker. Monitoring voice of the customer is one thing, but can all your employees name the customers’ top ten wish list? Customer Experience Manager Ravi Bhalla says customers have appreciated seeing changes made based on their feedback.

CX Journey™ Musings: Should You Invest in Customer Experience?

CX Journey

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. If you make an investment of time and good service in a customer, you can make a fortune. -

8 Customer Service Skills to Boost Your Career

Kayako

For a customer support rep, you can become better at your job in ways you never expected by developing the right skills. We asked our customer support advocates at Kayako about new activities and skills that helped to further their careers. Train customers through webinars.

Gratitude is a Customer Experience Differentiator

Michelli Experience

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Imagine a customer saying, “I’m not doing well because I just took my dog to the veterinarian and my sister was just diagnosed with lupus.”. Fortunately, most customers will deflect with a response of, “I’m fine.”