New Report Reveals How to Build Customer Confidence in 2015

Experience Investigators by 360Connext

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking.

Speed creates customer confidence: what is the velocity of your customer service?


I heard his presentation on the subject of how quickly a business moves when I had the privilege of working with the bank, and I realized the importance of how velocity applies to the customer service experience. It’s not hard to see how velocity can benefit the customer service experience.

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Six Ways to Restore Customer Confidence When Things Go Wrong

CSM Magazine

My research over the last ten years has led to me uncovering a series of six simple, but remarkably effective strategies that will position organizations to keep customers coming back after even the worst has happened.

2 ways Customer Skepticism erodes Customer Confidence

One Millimeter Mindset

When your story is all about customer skepticism, then prospective customers do not do business with you. Because, for starters, they compare stories with your former customers. If you want to change your story, and your customers’ experiences, contact me.

Showing Up On Time


Maybe that’s the reason I’m so focused on creating amazing experiences for my clients and my clients’ customers—and, of course, everyone else. The first lesson is that showing up on time to work is important, as it removes concern and worry and, most importantly, creates confidence.

When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

Do Your Customers Trust You This Much?


As I started to perform more and more for money, I could afford to be a regular customer of Al’s. Earning your customers’ trust typically takes time. Your customers know what to expect, and you deliver every time. So, how much do your customers trust you?

Make a Promise, Keep It. Offer a Guarantee, Honor It.


And then there are guarantees, promotions and contests that have “fine print” that is focused more on the company than the customer. I get that a company has to protect itself, but be careful not to offend or disappoint your customers. That’s what builds confidence, trust and loyalty.

Always Do Your Best


And, we want to teach our clients to be amazing to their customers, clients, guests, members – and anyone else they do business with. Often, it’s the effort of trying your best that gives others confidence about you. Your customers will appreciate you.

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Guest Blog: Do customer experience teams take cyber security risks?


This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. The post Guest Blog: Do customer experience teams take cyber security risks?

“That’s Not My Department” and 10 Other Phrases Customers Hate


You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I

Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals


This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Given the importance of competing on the customer experience, the idealistic approach is an encouraging sign.

Customer Satisfaction Is the Enemy of Exceptional Customer Service


A good customer service experience is doing what you are supposed to do. Beyond satisfactory – and beyond good – is an exceptional customer service. Nate believes that good customer service is just a foundation to something better. Trust creates confidence.

Do You Trust Your Customers? Do Your Customers Trust You?


He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. The quick version of the story is this: A farmer owns a fruit and vegetable stand where his customers pay on the honor system.

WOW Is in the Details


After a number of comments from our readers, I want to discuss how, when and where you can WOW your customers. I’ve always been concerned with a company that tells me that they want to consistently WOW their customers. Last week I wrote about the Un-WOW.

Are You So Good Your Customers Would Pay You Double?


What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant.

Guest Blog: How Your Customers Can Help You Build Credibility, Trust, and Confidence with Buyers


This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Because your team holds the keys to customer relationships, you do have a unique opportunity to enable marketing and sales.

How Can Thinking Small Propel You to Greatness?


This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service.

Four Customer Service Lessons from a Stevie Award Winner


Congratulations to Squaremouth , who just won a Gold Stevie Award for Customer Service Department of the Year – for the fourth time! They allow travelers the opportunity to compare and purchase travel insurance using their “comparison engine” that has over 40,000 customer reviews.

Three C’s of Customer Service Success


I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Whatever the company sells must meet the expectations of the customer, every time.

We’re the Front Desk, Not the Shipping Department


Too many times I’ve asked a customer support rep a question and didn’t like the answer. For the customer, it’s the one they like the best. Inconsistent answers lead to customer confusion and a lack of confidence. And, without confidence, you can’t have trust.

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Lose the Customer’s Confidence and You Lose the Customer


Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence. Maybe the customer will give the company a second, or even a third chance.

Simple Words and Phrases Can Enhance the Customer’s Experience


The words you say, the way you act, and your attitude toward your job and your customer are sometimes the difference between satisfactory and amazing. implies you want to do more for your customer. It’s the difference between taking an order and serving a customer.

Does This Dress Make My Butt Look Big


We must always be honest with our customers. Even if it is something the customer doesn’t want to hear. If a shipment is going to be late, tell the customer before it’s late – because once it’s late, it’s too late. Be upfront, proactive and tell the customer the way it is.

5 Top Customer Service Articles For the Week of April 30, 2018


Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. My Comment: Data and personalization ate HOT topics in marketing and customer experience.

Guest Blog: 3 Essential Stages of Cultivating a Winning Customer Experience


This week we feature an article by Meyer Baron who writes about the essential stages of a winning customer experience. Smart companies promise a positive customer service experience, and they deliver. – Shep Hyken. Customer experience” means different things to different people.

Amazing Business Radio: David Horsager


Do your customers trust you? . ? ? ? <span </span> Shep Hyken sits down with David Horsager, discussing the importance of trust and how gaining it from your customers is the most significant thing you can do. When there is confident belief, everything changes.

United Airlines Computer Outage Is Customer Service Crisis Case Study


Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. Urgency is key to restoring confidence.

Your Brand is Only as Strong as Your Weakest Link


The guy just didn’t want to get them, when a customer needed them. Let’s switch industries and talk about an icon in the world of customer service. Regardless of location – instore or online – Nordstrom will always focus on making sure the customer has the best experience.

Dollar Shave Club Teaches a Valuable Customer Service Lesson


The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. That’s what great customer-focused companies do!

Guest Blog: Why Online Reviews Are Important for Customer Engagement


This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty.

5 Top Customer Service Articles for the Week of October 23, 2017


Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Retail Customer Experience) If service was an impulse encounter, what would be its features?

Six Reasons You Shouldn’t Lie to a Customer


Customer Experience. There is a big lesson here, and it’s very simple: Don’t lie to the customer. You lose credibility and trust with the customer. And finally, the customer may leave and never come back. We had a reservation Friday night at a restaurant for 7:30.

Three Ways to Create Confidence with Your Customers


I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience.

Sometimes It’s Okay to Ask a Customer to Repeat the Story


Customer Opportunity. Just last week I wrote an article about companies that ask customers to repeat their problems, account numbers and more. For example, getting transferred from one customer service representative to the next and having to repeat the issue.

Amazing Business Radio: John Hall


John Hall Shares Tips on Building Trust and Influence with Your Customers. How do you increase your influence with your customers? John shares how everyone can overcome trust barriers and build confidence and top-of-mind awareness through content marketing. Engage your customers.

When Can I Expect Your Call?


Sometimes, the most common-sense customer service tips are the most important. Customers want to know that you are focused on them. Taking three days to call someone back shows a lack of focus, if not a lack of concern, for the customer – whether it’s true or not.

Guest Blog: Fake Reviews Destroy Customer Experience and Confidence


Ask your customers to post online reviews. This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review.

How To Overcome Security Concerns With #WFH On the Rise


They need to ensure agents have the tools they need while maintaining customer confidence. Customer service automation addresses both call center and customer concerns. How do you create a call center work environment when agents are worried, tired and stressed?

Begin Cultivating the Long-Term Customer Relationship

Customer Bliss

Customers are assets to be cared for and nurtured. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. 1 CX Competency – Manage Customers as Assets.