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

NICE inContact

DECEMBER 2, 2020

Agile software can make organizations more resilient and allow them to continue serving customers in the wake of disasters. Organizations need contact center software that supports multiple proactive customer service methods and makes digital channel implementation fast and simple.

Customer Expectations 197

Customer Expectations Software Contact Center Customer Service 197

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

Doing CX Right

MARCH 29, 2021

Customer expectations are changing as we transition out of a pandemic. The post What Are Customer Expectations in 2021? Metrics & Measurements botscrew customer expectations Customer Experience customer service CX data

Customer Expectations 52

Customer Expectations Data Measurement Metrics 52

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

Wired and Dangerous

AUGUST 24, 2020

Customers are different today! Their ever-changing expectations continue to increase! 54% of customers have higher expectations for customer service today compared to one year ago ! They have raised the bar on how they view customer experience.

Customer Expectations 91

Customer Expectations Loyalty Meeting Tools 91

NewVoiceMedia

AUGUST 30, 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 185

Customer Expectations Trends Customer Experience Social Media 185

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. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a. View Article.

B2C 232

B2C B2B Customer Expectations Groups 232

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

Customer Expectations 156

Customer Expectations Study Consumers omnichannel 156

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. It’s becoming common for taxi drivers to have to chase down well-meaning but forgetful customers who give a quick “thanks!” 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Expectations 224

Customer Expectations User Experience Social Media Tips 224

Advertiser: TTEC

Today’s customers want to be met on the channel of their choice with experiences that are both personal and unique. Meeting these needs means delivering relevant experiences through the right technology such as messaging. Discover three ways to improve business outcomes by deploying messaging and AI. This quick read will help you discover strategies that help your brand stand out and go beyond customer expectations.

Meeting

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. Outside forces such as interactions with other businesses and feedback from friends and family influence the service we expect to receive. Over time, they develop expectations about your brand and service standards. Again, this sets lower expectations.

Customer Expectations 226

Customer Expectations Airlines Social Media Entertainment 226

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. Here are five essential things customer expect from their customer service interactions—and what you can do to make sure they’re satisfied.

Interaction 174

Interaction Customer Expectations Customer Service Consumers 174

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. While there are many factors that can influence expectations, from a competitor’s offer to news coverage of a fantastic customer success story, some of these factors are within your control. Customer Service

Customer Expectations 165

Customer Expectations Tips Management Customer Experience 165

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 126

Customer Expectations Meeting Measurement Customers 126

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Contact Center

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. However, recent research is indicating that this expectation gap is evaporating at an alarming rate. This should not come as a. View Article.

B2C 200

B2C B2B Customer Expectations Groups 200

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. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…. 1) Do your very best to stay positive – When working with customers that act like you aren’t meeting their expectations, it’s easy to join in on their negativity.

Customer Expectations 65

Customer Expectations Customer Experience Strategy Management 65

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. Though we’ve reviewed ways to manage customer expectations in the past, this time around we want to specifically explore how language shapes your customers’ expectations. 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 122

Customer Expectations Communication Management How To 122

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 . Both of these emotions build a level of expectation that presents a challenge for the organisations we interact with – the challenge being that it is their role to try to meet it! The question is, would they be able to meet my expectations or not?

Customer Expectations 183

Customer Expectations Hotels Airlines Travel 183

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. How do you know if you’re meeting their expectations for Omnichannel service? inContact conducted research on Omnichannel customer service experiences and results.

omnichannel 195

omnichannel Meeting Customer Expectations Multi-Channel 195

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. They expect you to provide what they want, when and how they want it. Customers return to service providers that allow them to “have it your way” and avoid those with a “one size fits all” perspective.

Customer Expectations 108

Customer Expectations Meeting Communication Brands 108

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

ProProfs Chat

AUGUST 28, 2020

Customers are getting smarter. That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”.

Meeting 61

Meeting Customer Expectations Customer Experience Net Promoter Score 61

TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery.

Customer Expectations 119

Customer Expectations Survey Consumers Innovation 119

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 141

Contact Center Customer Expectations Customer Experience Management 141

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. 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.

Customer Expectations 64

Customer Expectations Technology Automotive Software 64

Astea

JULY 31, 2018

The old saying is that necessity is the mother of invention, but that was founded in the industrial revolution… 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. Can you imagine any customer accepting that today? Technology changes expectations.

Customer Expectations 60

Customer Expectations Technology Automotive Software 60

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? The post Which Customer Expectations Matter Most? Best practices Customer Service Developing People Marilyn Suttle performance Who's Your Gladys

Customer Expectations 127

Customer Expectations Meeting Company Customers 127

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 Management Social Media Government 60

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

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 150

Customer Expectations Customer Experience Brands Customers 150

Talkdesk

MARCH 30, 2021

Retail customers and CX professionals talked, we listened; here’s what they said. Ease, speed, and ability to transition across channels of choice during interactions rate among retail customers’ top priorities. Don’t miss the chance to hear directly from customers and CX professionals.

Contact Center 57

Contact Center Customer Experience Customer Expectations Retail 57

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. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed! The one size fits all approach has given way to wide customer choices.

Customer Expectations 85

Customer Expectations Customer Experience Loyalty Meeting 85

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 136

Customer Expectations Consulting Call Center Culture 136

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. Salespeople form long-term relationships with clients because every quarter, their customers have to buy their new supplies for the next three months. As a result, customers would make their decision based on price, and we lost.

Customer Expectations 115

Customer Expectations Customer Experience Interaction Loyalty Programs 115

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. Today, with customer expectations, industry disruption and competitive pressures continually transforming markets and opportunities, sales leaders need to reevaluate what an effective approach to sales onboarding looks like.

Training 73

Training Sales Customer Expectations Study 73