ChurnZero

APRIL 1, 2024

What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. It’s easier than ever before to map out effective customer journeys with au tomated milestones and tasks.

Customer Journeys 76

Customer Journeys Strategy Analysis Tips 76

ShepHyken

JANUARY 4, 2023

Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction. Regardless of the type of business you’re in (B2B, B2C, B2B2C), everyone is a consumer. Eighty-one percent of consumers we surveyed said a great customer experience increases trust. .

Self Service 135

Self Service Customer Experience Customer Service B2C 135

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Just consider the findings.

Customer Service 125

Customer Service Customer Service Training Retail Customers 125

Horizon CX

MARCH 19, 2022

For some strange reason that 10% statistic is popping up more lately—like the recent Bain & Company survey that indicated only 10% of business leaders believe that the primary purpose of their firms is to maximize value for customers. And finally, after all this hassle, enter the offer to complete an IVR survey.

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Totango

OCTOBER 12, 2022

Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. .

Customer Success 110

Customer Success Culture Survey Customer Journeys 110

ShepHyken

MARCH 2, 2020

The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations? of businesses surveyed believe that CX offers a competitive edge, but only 14.4%

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Apple’s focus on user experience and design speaks to its understanding of the perceived needs of tech-savvy consumers.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Lumoa

DECEMBER 18, 2017

Jim, CCXP (Certified Customer Experience Professional), is a founder of a CX consulting agency, Heart of the Customer , and sees the world in a special way: through the eyes of customers. We had a talk with Jim on the future of customer experience and current trends in the field and wanted to share our findings with you.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

ShepHyken

JUNE 3, 2019

I don’t think many companies lie to customers, but when something promised doesn’t happen for any reason, the customer may begin to lose trust and confidence in the company. 7 Must-Know Types of Customer Survey Questions with Tips and Examples by Delighted. Customers are getting survey fatigue.

Customer Service 116

Customer Service Social Media Survey Customer Confidence 116

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

Self Service 169

Self Service Chatbots Customer Relationship Management Customer Service Training 169

ShepHyken

MARCH 30, 2022

We just released our annual customer service research where we surveyed more than 1,000 consumers and asked what customer service experiences are most likely to cause you to come back. All a typical customer wants is for someone to be nice to them, with a willingness to take care of them. That seems pretty simple.

Customer Service Strategies 67

Customer Service Strategies Customer Service Strategy Self Service 67

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 256

ROI Financial CEM Metrics 256

ShepHyken

JUNE 7, 2021

My Comment: Jeannie Walters is no stranger to this weekly roundup of the best customer service and CX articles of the week. Here she talks about how to conduct a customer interview. My take is that the interview is combining elements of a survey and focus group. Loyalty programs are not just for consumers. Absolutely!

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Try to avoid being transactional.? .

Customer Experience 98

Customer Experience Self Service Advertising Customer Expectations 98

ShepHyken

AUGUST 9, 2021

This article includes a comment that I don’t always agree with: Customer service begins where customer experience fails. Customer Service Benchmark Report – 2021 by Hiver. Consumer Reports) Public rants may not get the results you want. That said, there are some insights into the importance of managing CX.

Customer Service 144

Customer Service Social Media Report Culture 144

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. Consumers may turn to Lyft.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

SurveyGizmo

NOVEMBER 11, 2021

The bar has been raised for customer experience teams and how they develop relationships with consumers. What Do B2B Consumers Want? B2B consumers want everything that B2C consumers have — easy service, quick product purchase, digital content, and responsive support. This personalization is different.

B2C 98

B2C B2B Self Service e-support 98

ShepHyken

FEBRUARY 14, 2022

One of the most important parts of this process is making sure that you’re asking customers the right questions. My Comment: I’m often asked about the best survey questions. I believe quantitative survey questions, such as NPS, CSAT, etc., 7 Customer Service Training Tips Every Manager Needs to Know by Justin Herrick.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Verint

SEPTEMBER 15, 2017

Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred brands. However, they must keep up with the times.

Survey 33

Survey Feedback Tips Consumers 33

CSM Magazine

JULY 18, 2023

In this article, we will look at the redeveloped customer service landscape, delving into key trends and strategies that enable businesses to embrace customer-focused success. Businesses may improve accessibility, responsiveness, and overall customer happiness by offering omnichannel assistance.

Customer Centricity 52

Customer Centricity Self Service Customer Service Omni-Channel 52

ShepHyken

SEPTEMBER 5, 2022

My Comment: Customers don’t want to wait on hold, they demand instant access to customer support, and they have little patience for poor experiences. Our customer experience research confirms this, finding that 74% of consumers would switch to a competing company brand if they provided a better customer service experience.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 225

ROI Financial CEM Metrics 225

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that.

Customer Service 125

Customer Service Poor Customer Service Customer Service Representative Course 125

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 85

Study Survey Customer Service Training Customer Service 85

ReviewTrackers

APRIL 7, 2021

After all, reputation is the key to building public and consumer trust. Negative reputation, meanwhile, can drive away potential clients and increase customer churn. In a 2014 Ernst & Young survey, respondents said reputation was a “very important” factor in deciding whether or not to trust a financial services provider.

Banking 94

Banking Management Social Media How To 94

SurveySparrow

NOVEMBER 10, 2022

With the advent of hand-held phones (read smartphones), most of which are equipped with the Internet, it is easy to get information from your customers without much ado. No matter the size of the business, most market research survey platforms are easy on the pockets. It makes you customer-focused.

Marketing 52

Marketing Survey Multi-Channel Consumers 52

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. In today’s business environment, customer engagement plays a role in achieving success.

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

ShepHyken

MARCH 14, 2022

Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. CMSWire) Customer experience design’s goal is providing consumers with the offerings they need to accomplish their objectives frictionlessly across all phases of the customer lifecycle. And there’s much more.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Study 76

Study Survey Customer Service Training Customer Service 76

CSM Magazine

NOVEMBER 9, 2022

Post-pandemic companies are faced with evolving and reimagined consumers, according to Accenture. These customers are less concerned with price and quality and are more concerned about new motivations. Does your company’s value proposition match your customers? 49% said agents spend more time with each customer.

Customer Journeys 52

Customer Journeys Self Service Customer Centricity CRM 52

Blake Morgan

JULY 29, 2023

By investing in the highest-return customer experience strategies that allow them to spread their money. As the markets and consumers change, brands can’t simply stick with what they’ve done in the past. Among the top digital investments are customer relationship management (CRM) systems, AI, and customer analytics.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Thematic

DECEMBER 12, 2023

When it comes to data collected from customer feedback, it falls into either structured or unstructured categories. For example, text responses in surveys, comments on social media, reviews, customer service lines or chat logs. Let’s take a closer look at each direct customer feedback example.

Analysis 62

Analysis Examples Feedback Social Media 62

Verint

NOVEMBER 27, 2017

Customer preferences change frequently—especially when interacting with brands—so surveys and methods of contact must follow suit. When reviewing one of my columns from last year on how to design and build a great survey , I was surprised to discover how different the piece would be if I were writing it today.

Survey 32

Survey Gamification Feedback Guidelines 32

ShepHyken

MARCH 21, 2022

My Comment: My friend and fellow customer experience expert, Blake Morgan, has assembled an interesting set of stats and facts about post-pandemic customer service and CX. Our customer service research supports the theme. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff.

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

ThriveableBiz

NOVEMBER 13, 2023

In Jack Trout & Steve Rivkin’s classic book “ Differentiate Or Die ” they say … “In order to reinvent the idea of a unique selling proposition (or USP) and differentiate their products from competitors’, companies must move away from differentiation based solely on product, and engage consumers in ways that truly reach them.”

Innovation 52

Innovation Entertainment Customers Customer Focused 52

delighted

JANUARY 7, 2021

Where do I start with my customer journey map? Why are surveys crucial for developing my customer journey map? What is a customer journey map? A customer journey map is a visual storyline of every engagement your customer has with your service, brand, or product.

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98