GetFeedback

DECEMBER 1, 2020

How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.

Trends 435

Trends Customer Experience Customer Change Customers 435

Knowmax

SEPTEMBER 15, 2021

How is Self-Service, for a Telecom Customer, Changing?

Self Service 52

Self Service Customer Change Customers Knowledge Base 52

Bold360

MARCH 15, 2018

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. in customer support is a trend that is here to stay and here’s why. Today’s A.I.

Self Service 69

Self Service Customer Change Chatbots Call Center 69

Blake Morgan

FEBRUARY 1, 2023

But even with all of these changes and challenges, the best customer experiences are focused on one thing: people. It’s never been more important to understand your customers and be willing and able to change and evolve. Understanding Customers Understanding customers is now part of the game.

Trends 111

Trends Customer Experience Consumers Customers 111

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. Technology and Tools.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

Kerry Bodine

MAY 11, 2020

To succeed throughout the rest of the pandemic and whatever comes next, you need to proactively develop a customer experience strategy that will serve both your customers and your business. Workspaces: Many employees — from customer-facing call center agents to behind-the-scenes contributors — are now working from home.

Strategy 305

Strategy Customer Journeys Customer Experience Fashion 305

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Design a customer-centric culture.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 103

Customer Success Effort Score Touchpoint Tools 103

Michelli Experience

SEPTEMBER 4, 2018

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. The same is true with customer journey maps.

Customer Journeys 220

Customer Journeys Government Touchpoint Tools 220

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Report 91

Report Trends Customer Success Self Service 91

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Feedback is crucial, but brands must pay attention to customer data and not waste their time. While customer surveys have increased, customer survey response rates have decreased. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

SurveySensum

MARCH 14, 2024

Did you know that 90% of customers say that their buying decisions are influenced by online reviews? 90%, that’s almost all your customers. After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. ” 2.

Customer Satisfaction 52

Customer Satisfaction Survey Effort Score Banking 52

Alida

MAY 21, 2020

Amidst the global COVID-19 crisis, financial organizations big and small are struggling to keep up with changing circumstances and are preparing for what comes next.

Financial 246

Financial Survey Customer Change Communication 246

Help Scout

AUGUST 22, 2023

How can customers change their approach to how they interact with customer support, so they get better and faster solutions to their problems? Read the full article

How To 40

How To Customer Change Customers Interaction 40

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. Table of contents How is AI used in customer feedback analysis?

Feedback 107

Feedback Strategy Social Media Analysis 107

Alida

MAY 19, 2020

Amidst the global COVID-19 crisis, organizations big and small are struggling to keep up with changing circumstances and preparing for what comes next.

Survey 243

Survey Customer Change Communication Employee Engagement 243

Wired and Dangerous

SEPTEMBER 21, 2020

” Never assume you know what customers value. Customers changed its character completely. But that is the point customers took over and created an entirely new product. . Walter Morrison patented the plastic version, changed the name to Frisbee (different spelling), and sold it to Wham-O.

Hotels 91

Hotels Course Customers Customer Change 91

Blake Morgan

MAY 17, 2023

Delivering an amazing customer experience starts at the top with customer-focused leadership. Companies winning in customer experience are led by people obsessed with the customer experience and putting customers first in everything they do. There is incredible power in customer-focused leadership.

Customer Focused 59

Customer Focused Leadership Effort Score Customer Centricity 59

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? By investing in the highest-return customer experience strategies that allow them to spread their money.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

NICE inContact

MARCH 21, 2018

Customer experience (CX) is now the new way to compete in this experience economy and contact center operations are the real powerhouse to drive exceptional CX, thereby revenue. Here are some of my insights on how the two models can help you deliver exceptional customer experiences. You can now achieve that.

Contact Center 144

Contact Center Customer Experience System Customers 144

Blake Morgan

DECEMBER 15, 2022

Preparing a long-term customer experience strategy requires a strong understanding of how customers are changing. Customers will have the power to choose the experience they want. Sustainability, authenticity, and personalization will be foundational for future customer experience efforts.

Strategy 64

Strategy Customer Experience How To Brands 64

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 96

Innovation Customer Success Customer Journeys How To 96

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

CX Journey

JUNE 17, 2019

In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success. This just doesn't work.

Customer Experience 148

Customer Experience Management Culture Customer Centricity 148

Customer Bliss

APRIL 27, 2018

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. Align to a one-company methodology.

Effort Score 181

Effort Score Survey Customer Journeys Social Media 181

ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. In other words, it’s all of the interaction points the customer experiences. And there’s much more.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Transparent and flexible arrangements show your commitment to a long-lasting and mutually beneficial relationship with your customers – this ain’t no fling!

Customer Experience 56

Customer Experience Sports Innovation Feedback 56

Wired and Dangerous

JANUARY 15, 2018

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. Today’s fad is tomorrow’s antique.

Fashion 105

Fashion Hotels Connections Customers 105

CX Journey

JULY 5, 2016

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. My Execs Don't Get It!

Customer Experience 117

Customer Experience ROI Return on Investment Customer Experience Professionals 117

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Here are 10 practical tips that businesses can use to gain and maintain trust with their customers. by Sam Bradley. by Sam Bradley.

Customer Service 64

Customer Service Contact Center Trends Loyalty 64

Wired and Dangerous

MAY 14, 2018

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. Standing in the customer’s shoes, this will put us on the bleeding edge and enhance our core competency.” ad nauseam!”.

Customer Expectations 70

Customer Expectations Conference Customers Customer Change 70

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. As CSMs, we spend our days convincing our customers to adopt our tools.

Software 98

Software Customer Success How To CRM 98

Totango

FEBRUARY 22, 2021

By definition, a game changer is a person or thing that dramatically changes the course, strategy, or character of something. At Totango, we are working to “change the game” when it comes to customer success – and we’re breaking quite a few records in the process (watch out, Tom!). Changing the Customer Success Game.

Customer Success 62

Customer Success Hospitality Sports Leadership 62

Wired and Dangerous

AUGUST 6, 2018

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! The kind of service that takes the customers’ breath away! Notice we said customer intelligence NOT market intelligence.

Groups 70

Groups Loyalty Survey Customers 70

ChurnZero

MARCH 25, 2022

But alas, time — and customer accounts — waits for no one. Figuring out how to shift around a CSM’s book of business is a delicate balancing act, and one of the most challenging Customer Success processes to get right. How to reassign customers to a new CSM. The show must go on. Perform a data dump.

How To 98

How To Touchpoint CRM Customer Success 98

Michelli Experience

MARCH 2, 2016

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. There is nothing like a recession for brands to embrace the need to reward customers for loyal behavior. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100