Six Skill Sets that Drive Customer Change

Customer Bliss

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. This crucial past experience of many start-to-finish achievements will optimize the customer experience work.

Why Do Customers Change Their Minds?

Beyond Philosophy

Colin Shaw and Professor Ryan Hamilton examine the question: Why do customers change their minds? What makes a customer change their minds when they have been so certain the day before? The post Why Do Customers Change Their Minds?

The Intolerant Customer: changing customer behaviour

Sunil Panikker

In the relatively short period of the last 10 years customer behaviour has undergone one specific and crucial change. Recently I was the silent observer of 3 volatile customer interactions that sharply bring to focus a change in customer behaviour. I have seen such situations before, and I'm sure so have you, but encountering 3 instances in quick succession highlighted the extent to which this change has seeped into the customer psyche.

Stop Hiding from Your Customers: Changing Self-Service for the Better

Bold360

When it comes to customer support, self-service is stealing the show. Yet, many companies still make it extremely difficult to solve problems on their own and yet don’t have the resources to take care of every customer request in a timely manner. Traditionally, self-service has been used for customer deflection – keeping customers with simple (and sometimes silly) questions out of the call center. in customer support is a trend that is here to stay and here’s why.

Marketers, Do You Know Everything You Should? From the 5Ps to the 7Qs.

C3Centricity

Marketing is a great profession. I’ve worked in or with marketing teams for most of my career. From the outside, they are seen as the department that comes in late, parties every night and gets to talk about advertising at conferences in exotic places.

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Are You a Customer Forensics Specialist?

Wired and Dangerous

So, what is the DNA of customer service? What if we assumed there was a component in the service encounter unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

When your Customers are Talking

Ann Michaels and Associates

The single biggest complaint of customers is that salespeople talk too much and don’t listen enough. When salespeople are excellent listeners, prospects and customers feel comfortable and secure with them. Use body language to show the customer you’re interested in what’s being said.

How to Create a Competitive Analysis for Restaurants

ReviewTrackers

You can use this information to make creative changes to your restaurant that are in line with customerschanging needs. Ask yourself where your current customers would be likely to eat. What do customers think of their business?

8 Steps to Help De-clutter and Re-think Your Customer Listening

Customer Bliss

Just like that full-to-the-brim closet you’ve been ignoring, the customer listening data you’ve collected can pile up until it’s more a nuisance than it is informative. Let’s talk about de-cluttering your customer listening! 8 Steps to De-Clutter Your Customer Listening Data.

Survey 163

You’re Not Competing In The Category You Think You Are! (How to Find Out)

C3Centricity

If you haven’t yet had the chance to read last week’s post ( “Customer Centricity is Today’s Business Disruptor, Insights its Foundation”) I suggest you do this first, as background to this post. How is this category changing? How are your customers changing?

How Accurate is Your Organization’s Crystal Ball?

Wired and Dangerous

Have you noticed that your customers have changed? They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away! Xerox found that customer loyalists were 6 times more likely to repurchase than satisfied customers.

Who Sized Your Customer’s Shoes?

Wired and Dangerous

The best-practices upstart often prefaces their plea for a pet “oughta” or “shoulda” with the words standing in the customer’s shoes. decrease in FCR that created a 31% increase in customer sat. It is incredibly valuable and insightful to regularly stand in your customer’s shoes!

Bringing Your #VoC Program up to 2020 Standards

CX Journey

Continuous improvement is just important for your VoC initiatives as it is for your entire customer experience journey/transformation. Yes, even customer listening programs become stale and must be updated. Don't assume you know what's important to your customers.

Do You Know the DNA of Your Customers’ Experience?

Wired and Dangerous

So, what is the DNA of customer experience? What if we assumed there was a component in the service encounter across the customer journey unique to each customer? We believe the service molecule containing the customer’s unique identity is “Connection.”.

Are You Tracking Your Customer’s Empathy Level?

Wired and Dangerous

Often it takes a “customer emergency” to jolt us into focusing on the customers’ journey with our organization. An important customer leaves angry, a key account is lost to the competition, or a sneering review on the internet awakens us from our numbness.

Five Essentials of Customer Service Excellence

C3Centricity

Recently, I took a very early flight with British Airways (BA) out of Geneva airport and once again, BA staff demonstrated their excellent customer service. What has this got to do with your own customer service excellence? How do you Train your own Customer Service Advisors?

Question Everything

CX Journey

We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers?

5 Top Customer Service Articles For the Week of March 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. Customers want and expect a consistent and predictable experience.

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch

Comm100

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. I want to change it.”.

Customer Experience and the Bottom Line

CX Journey

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

I Spent 29 Years Adopting Channels for Customer Service – Here is What I Learned

Esteban Kolsky

And, for the record, I do have 29+ years working in customer service, and I did learn a few things in that time. and very informative, and I used some of the data from my latest research study on customer service adoption to highlight the trends in customer service.

Complacency or Innovation: You Decide

CX Journey

It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. But it got me thinking beyond metrics to the broader customer experience.

How to Create a Successful Customer Loyalty Program

Michelli Experience

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12.

Journey Mapping for Chatbots: How to Create a Chatbot Decision Tree from Scratch

Comm100

How can two Chatbots with the same range of abilities deliver two completely different customer experiences? Companies that don’t invest time and effort in their Chatbot’s journey mapping can wind up with dead-end bots, that hurt customers more than they help. I want to change it.”.

Why Outside-In Thinking Is So Difficult

360Connext

Whenever embarking on a customer experience investigation™ , which is what we do to help our clients walk in their customer’s shoes, we discuss why this is so challenging. I get what our customers experience with us.” You know she cares very much about customers.

Guest Blog: 3 Proven Ways to Personalize the Customer Service Experience

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience.

How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Last month, I wrote about 20 tips to design better customer surveys. But what if you've been listening to customers for years? Have there been personnel changes on your team? Have you mapped your customer journeys? Data collection methods have changed.

Customer Experience Leaders & Laggards – What’s the Difference?

Customer Alignment

Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. ” Leaders and Laggards face similar Customer Experience challenges. Continually listen to customers.

Is Your Company Led by Lean Leaders?

CX Journey

Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. Have a fanatical focus on customers, as they are the beginning and end of everything in lean.

Portland’s Top-Rated Lyft Driver’s Best Pick-Up Line

AskNicely

Instantly, my mood changed. As it turns out, he’s a Lyft driver truly obsessed with understanding customers in order to consistently deliver a great experience. And in one moment, I learned that true customer obsession is ALWAYS people-first. After he opened up his “brand” to real-time feedback, the way he engaged with his customers changed. He started to understand how customers felt about his “brand.”. The same is true for your customers.

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

Getting Company Culture and Operations Right, and Keeping Them Right: What It Really Means to Be Stakeholder-Centric This Labor Day

Beyond Philosophy

A recent article on corporate customer-centricity by a prominent market research firm made the case for this type of culture as “the most effective way to meet customerschanging needs.” The author had several suggestions for building customer-centricity.

That's How We Do Things Around Here

CX Journey

Are we afraid to change? Or afraid of change? I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change.

Customer service stats and what they mean for your business

NewVoiceMedia

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you! Great service also determines whether your existing customers shop with you again and whether your potential customers get beyond just that – potential.

How Often Should Your Support Plans Be Updated?

Middlesex Consulting

Your products change every year or two. Your customers change their priorities and plans every year. That’s because customer''s expectations constantly change and you are not keeping up. Why should we change our support plans?

The Talkdesk Advantage: Smart Contact Center Innovation

Talkdesk

Since then, Talkdesk has continued to lead the way with an innovative intelligent product vision that is focused on providing the smartest software for our customers. We don’t want our customers to have to wait on us to provide better contact center experiences for their customers.

De-Risking the First 90 Days for Your SaaS Customer

Amity

The following is part of a conversation about Customer Success Management (CSM) between Amity and Jason Whitehead, CEO of Tri Tuns. Jason brings the perspective of the consulting methods and approaches CSMs should employ to drive user adoption and ROI with their customers.

3 CX Stats That May Change How You Think About Digital Transformation

Avaya

But there’s a big hole in the fabric of most digital transformation (DX) plans: the customer experience (CX). Rather, most fail to understand their customers well enough to envision a truly customer-centric, digitally-transformed environment.

Insurance, the Internet of Things and customer experience

Eptica

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business.