NewVoiceMedia

OCTOBER 2, 2017

The essential principles of customer service are timeless, but consumer expectations are not. Customers have always wanted a friendly, efficient and reliable service, but with the development of new technology, their expectations have been raised. The old adage of "know your customers" is also still as true today as it ever was. And with consumer behavior changing rapidly, businesses need to stay up-to-date with customer expectations.

Customer Expectations 370

Customer Expectations Trends Customer Experience Social Media 370

Wired and Dangerous

AUGUST 26, 2019

Some laminate their menus giving you the distinct perception they are not changing with customer desires. Customers today evaluate their experience in part by your service menu—the number of choices and options you provide. Their expectations are way up.

Customer Expectations 140

Customer Expectations Meeting Communication Brands 140

NICE inContact

APRIL 11, 2019

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Save my time – Have your customers spend less time on wait times by providing a self-service option where the use case is best suited. Win your customers through some of the tips outlined above.

Customer Expectations 176

Customer Expectations Tips Management System 176

Wired and Dangerous

FEBRUARY 10, 2020

Time has become a crucial component for customers’ expectations of “promises kept” with today’s Wired and Dangerous Customers. Time is illusory, but it is a piece of fiction that drives our lives and shapes our expectations. What does time mean to your customers?

Customer Expectations 125

Customer Expectations Meeting Measurement Customers 125

Speaker: Tom Vander Well, President & CEO, Intelligentics

Technology is allowing for a growing number of communication channels between businesses and their customers. What channels do your customers want? Customer expectations can change as rapidly as the technology.

omnichannel

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? 1 Deepen your customer profile.

Contact Center 130

Contact Center Customer Expectations Customer Experience Management 130

MaritzCX

JANUARY 23, 2018

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

B2C 302

B2C B2B Customer Expectations Groups 302

Kayako

MARCH 2, 2017

Identifying the service our customers want can be like trying to hit a clay-pigeon. We want to do our best to deliver the best support to our customers. But your customer and their desires can be moving targets. Again, this sets lower expectations. All customers are equal.

Customer Expectations 300

Customer Expectations Airlines Social Media Entertainment 300

Help.com

SEPTEMBER 11, 2018

Customer service is not supposed to be reactionary. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.” You still have time to build the kind of support that anticipate customers’ needs rather than reacts to them.

Interaction 227

Interaction Customer Expectations Customer Service Consumers 227

Experience Investigators by 360Connext

APRIL 16, 2015

But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. The world is changing, and fast.

Customer Expectations 292

Customer Expectations User Experience Retail Innovation 292

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Contact Center

NICE inContact

MARCH 14, 2019

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. To improve customer experience , begin at the contact center.

Customer Expectations 200

Customer Expectations How To ROI Contact Center 200

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. Customer Service

Customer Expectations 214

Customer Expectations Tips Management Customer Experience 214

TeamSupport

APRIL 12, 2019

We’ve all worked with customers that have seemingly unrealistic expectations. You give them an inch and they expect a mile! However, losing them as a customer is simply out of the question. Try to contact your customers (phone, video call, email, etc.)

Customer Expectations 85

Customer Expectations Strategy Customer Experience Management 85

MaritzCX

JANUARY 23, 2018

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups.

B2C 260

B2C B2B Customer Expectations Groups 260

Comm100

DECEMBER 8, 2016

Whether you’re a management professional or a frontline representative, it’s essential to manage customer expectations to the best of your ability. Just a few words, whether in person or via live chat, can make a world of difference when it comes to customer expectations.

Customer Expectations 158

Customer Expectations Communication Management How To 158

ijgolding

NOVEMBER 18, 2014

In my experience, the prospect of travel creates a nice equation – especially when put in the context of customer experience – the equation is as follows: EXCITEMENT & ANTICIPATION = EXPECTATION . The question is, would they be able to meet my expectations or not?

Customer Expectations 239

Customer Expectations Hotels Airlines Travel 239

NICE inContact

JUNE 14, 2017

How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like.

omnichannel 254

omnichannel Meeting Customer Expectations Multi-Channel 254

GetFeedback

SEPTEMBER 15, 2017

Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations. Articles

Customer Expectations 195

Customer Expectations Customer Experience Brands Customers 195

Astea

JULY 31, 2018

In this post from Astea’s Managing Director – Asia Pacific Steve Scott, see how innovation creates demand in today’s information revolution—and how your company can use technology to be proactive about growing your business and exceeding customer expectations of service.

Customer Expectations 83

Customer Expectations Technology Software Automotive 83

Wired and Dangerous

JUNE 13, 2016

Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. The one size fits all approach has given way to wide customer choices.

Customer Expectations 111

Customer Expectations Customer Experience Loyalty Meeting 111

Astea

JULY 31, 2018

He told me the customer would be thrilled because the printer had been in the shop for two months while the boss had been hunting down the manual from the manufacturer in the USA. A happy customer, a critical device fixed with only eight hours of labour after only two months in the shop.

Customer Expectations 78

Customer Expectations Technology Software Automotive 78

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. But sometimes the customer gets lost in all the talk about what brands should do to keep up with the increased speed of today’s interactions. Brands have to remember that social media is a social space that’s inherently customer-centric.

Customer Expectations 131

Customer Expectations Multi-Channel Social Media Contact Center 131

One Millimeter Mindset

JUNE 6, 2019

Storytelling outcomes influence post-sale customer expectations about long-term experiences with products, services and solutions. In addition, the stories you tell impact investor, customer, and co-worker expectations of how it is going to be: working with you, yourself.

Sales 87

Sales Customer Expectations Connections Communication 87

Who's Your Gladys?

JANUARY 11, 2016

Customers have four expectations that determine whether they’ll be highly satisfied doing business with your company, according to Gallup Research. First, they expect ACCURACY – Does your staff meet the commitments they make to customers?

Customer Expectations 165

Customer Expectations Meeting Company Customers 165

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.

Customer Expectations 91

Customer Expectations Conference Customer Change Company 91

Middlesex Consulting

MARCH 11, 2020

With extremely low prices, fast shipping, virtually unmatched product variety, and customer ratings available on most products, it’s no wonder Amazon is […]. The post How to Adapt to Ever-changing Customer Expectations appeared first on Middlesex Consulting.

Customer Expectations 78

Customer Expectations Consulting How To Brands 78

Beyond Philosophy

AUGUST 25, 2019

For example, your business might go under if you treat too many people like family and not enough like customers. If it is something that requires customers to decide to go with you again and again, then a more relational perspective can help. Imagine you are selling a used car.

Customer Expectations 146

Customer Expectations Customer Experience Interaction Loyalty Programs 146

Wired and Dangerous

FEBRUARY 4, 2019

Customers are different today! Their ever changing expectations continue to increase! They have raised the bar on how they view customer experience. The one size fits all approach has given way to wide customer choices.

Customer Expectations 105

Customer Expectations Loyalty B2C Meeting 105

Integrity Solutions

OCTOBER 30, 2019

Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The post Are your sales training efforts keeping up with customer expectations?

Sales 85

Sales Training Customer Expectations Study 85

Qualtrics

JUNE 22, 2020

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Explicit Expectations. Implicit Expectations.

Customer Expectations 43

Customer Expectations Measurement Advertising Technology 43

Ann Michaels and Associates

MARCH 13, 2020

Let’s face it- if we knew our customers’ expectations every second of every day, we would work hard to meet them. What do your customers expect? “ Service is praised or criticized because of expectations.” How do you listen to your customers?

Customer Expectations 60

Customer Expectations Government Management Touchpoint 60

NICE inContact

JULY 11, 2017

“Beyond Expectations.” In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all? Advantages of the Cloud Customer Experience Using the inContact Platform

Customer Expectations 190

Customer Expectations Innovation Contact Center Call Center 190

Who's Your Gladys?

SEPTEMBER 6, 2016

It takes self-control to handle a customer with over-the-top expectations. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

Meeting 189

Meeting Customer Expectations Groups Customer Care 189

Beyond Philosophy

JUNE 22, 2018

This shortcut, called Extremeness Aversion, helps me make an important decision—and it helps your customers make buying decisions, too. Getting Your Customer to Choose Your Option. Psychological concepts like the Extremeness Aversion help us understand why our customers do what they do.

Customer Expectations 151

Customer Expectations Course Sales Consulting 151

Beyond Philosophy

JULY 26, 2018

The point I am getting at is that all of us have expectations about the Congo that came from somewhere, whether it was a personal experience or reading Joseph Conrad’s Heart of Darkness in secondary school. These expectations are also an example of a Reference Point.

Customer Expectations 136

Customer Expectations Insurance Comparison Travel 136

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Want to deliver Zappos-level customer service? Customer satisfaction: 85%. Gather Customer Feedback.

Customer Expectations 58

Customer Expectations Customer Experience Net Promoter Score Average Handle Time 58

Experience Investigators by 360Connext

DECEMBER 23, 2015

In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […]. The post Know What Customers Expect? appeared first on Customer Experience Consulting. Blog Culture Customer Engagement Customer Experience customer service Featured Humor call center culture dining experience linkedin restaurant experience

Customer Expectations 139

Customer Expectations Consulting Call Center Culture 139

Customers That Stick

AUGUST 15, 2016

customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Expectations 136

Customer Expectations Customers Customer Service 136

Andrew Reise

JUNE 19, 2020

In this period of rapid change, customer expectations are one of the key customer experience elements that have changed overnight. As referenced in a previous blog , these expectations drive customer behaviors and, as CX professionals, it’s our job to understand these changes.

Customer Expectations 52

Customer Expectations omnichannel Touchpoint Retail 52