Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Conference 236

Conference Customer Experience Contact Center Financial 236

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? Consider incorporating support services as a solution! 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. These findings highlight the importance of having a support service.

Customer Engagement 98

Customer Engagement Engagement e-support Call Center 98

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 187

Customer Service Chatbots Technology Interaction 187

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 160

Customer Service How To Omni-Channel Video 160

Lumoa

JULY 21, 2022

There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. . During the pandemic, European telecommunications providers had to meet the need for new services and adjust to a rapidly growing demand.

Customer Experience 236

Customer Experience Telecommunications CEM Customer Journeys 236

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MAY 26, 2023

This week, we feature an article by Zsuzsa Kecsmar, CMO and Head of Partnerships of Antavo , a software company that manages brand loyalty and retention programs. She writes about next-generation loyalty programs and how they can enhance customer experience.

Loyalty Programs 62

Loyalty Programs Loyalty Gamification Customer Experience 62

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Strategy Customer Experience 78

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

CSM Magazine

AUGUST 21, 2023

Customer engagement has become one of the most critical success factors for retailers looking to drive sales, loyalty, and overall business growth. However, with the increasing complexity and diversity of today’s retail environment, engaging with customers has become a more challenging task.

Retail 52

Retail Customer Engagement Engagement Social Media 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. They also value brand engagement over social networks as well. But they don’t stop there.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

Comm100

SEPTEMBER 23, 2021

However, regulated organizations must have a clear and intense focus on customer experience and loyalty to achieve their business objectives, even as they embrace this new technology. Most hunt for a one-size-fits-all approach to a successful digital customer experience. Provide Omni Channel Customer Interactions.

Omni-Channel 200

Omni-Channel Customer Service Chatbots Customers 200

Currency Alliance

APRIL 15, 2024

Many people assume that operating a loyalty program necessarily implies issuing your own loyalty points or miles. The optimal points to offer mostly depends on the frequency of engagement your brand has with target customers. Points and miles are a dominant and popular form of loyalty value.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. For years, I’ve said that customers are smarter than ever than ever.

Customer Service 78

Customer Service Government Employee Experience Video 78

CSM Magazine

AUGUST 4, 2023

In today’s fiercely competitive business landscape, customer engagement plays a pivotal role in establishing enduring relationships with your target audience and fueling business growth. So, let’s explore these customer engagement ideas and discover how they can help you boost your business to new heights.

Customer Engagement 52

Customer Engagement Engagement Social Media Loyalty Programs 52

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Magellan Solutions

SEPTEMBER 6, 2023

It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. 90% of MIT technology review respondents believe AI improves customer satisfaction —meanwhile, 72% swear by its ability to boost loyalty. revenue surge via customer engagement. How efficient, you ask?

Chatbots 98

Chatbots Customer Engagement Tools Engagement 98

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. Yet, this boom also means that online stores face stiff competition in attracting and retaining customers. In this article, we’ll explore a few next-level approaches that are shaping the future of e-commerce engagement.

Loyalty 52

Loyalty Engagement Customer Engagement Omni-Channel 52

CX University

MARCH 18, 2024

In today’s digital age, businesses are on a mission for fresh, exciting ways to connect with their customers and craft unforgettable, personalized journeys. By analyzing this wealth of data using sophisticated algorithms, businesses can gain deep insights into individual customer preferences, behaviors, and intent.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Self Service 52

Self Service Customer Experience Contact Center Customer Journeys 52

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Totango

MAY 3, 2019

Customer loyalty is priceless. If you retain customers , they’ll spend far more than the price of their initial purchase over a lifetime. Plus, current customers are more likely to make major purchases or upsells. Always keep the customer experience in mind. Always keep the customer experience in mind.

Customer Engagement 78

Customer Engagement Loyalty Engagement Multi-Channel 78

Magellan Solutions

SEPTEMBER 27, 2023

Understanding your customers is the secret sauce to keeping them coming back for more. 56% of customers say they would instead transact with businesses that “get” them. So, that’s why spending quality time and effort knowing your customers is super important. Happy customers are loyal customers.

Loyalty 52

Loyalty Loyalty Programs Call Center Customers 52

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 96

Customer Engagement Engagement Tips Strategy 96

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Loyalty in the Age of the ‘Zero Consumer’ by Dennis Limmer (Forbes) The retail industry is undergoing a seismic shift due to the emergence of “zero consumers.” My Comment: Happy New Year!

Customer Service 56

Customer Service Social Media Loyalty B2C 56

Comm100

FEBRUARY 18, 2021

Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Engagement 130

Customer Engagement Engagement Consumers Study 130

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another. The first is from the customer’s experience.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

CSM Magazine

OCTOBER 4, 2023

Loyalty schemes have been around a lot longer than you think, going back even further than the frequent flyer programmes that took off in the late 1970s. Hamish Sherlock of Applause , explains how to build a next-generation loyalty scheme. Do your customers value the rewards the scheme provides?

Loyalty 59

Loyalty How To Banking Airlines 59

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. I’ll sum it up this way: Don’t plan your customers’ journey without knowing the customers’ journey.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

Win the Customer

DECEMBER 13, 2023

In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. Customers AI-driven customer service has empowered consumers with quicker responses, personalized interactions, and seamless experiences.

Customer Experience 69

Customer Experience Innovation Government Chatbots 69

TechSee

JANUARY 26, 2021

Challenged by continuing uncertainty and perhaps uncharted territory, it has never been harder to predict what lies ahead in the world of consumer trends and customer service. We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on.

Trends 124

Trends Customer Service Contact Center Financial 124

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry. Zendesk reports that 50% of consumers will switch to a competitor after one bad experience.

Insurance 111

Insurance Industry Customer Experience Self Service 111

NobelBiz

MARCH 12, 2024

Customer demands are ever-changing and more often than not, they become more and more difficult to keep up with for a lot of businesses. Customers today expect seamless and personalized interactions across all touch points. Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Happy or Not

FEBRUARY 26, 2024

In the competitive landscape of the restaurant industry, the secret sauce to long-term success that allows you to drive repeat business lies not just in the kitchen but in the hearts of your customers. Craft an unforgettable experience Transcend the menu and weave your restaurant’s atmosphere into the fabric of the dining experience.

Loyalty 36

Loyalty Industry Loyalty Programs Social Media 36