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.

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Customer Expectations Trends Customer Experience Social Media 343

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.

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Customer Expectations Technology Software Trends 91

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.

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B2C B2B Customer Expectations Groups 302

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.

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Customer Expectations Conference Customer Change Company 130

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4 Extraordinary Expectations. 13 Customer Experience Success with Cyara. As the pace of change quickens, increasing customer expectations further. But the applications and systems that organizations use to engage their customers are complex and span many different.

Innovation

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

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Customer Expectations Tips Management Customer Experience 208

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.

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Customer Expectations Airlines Social Media Entertainment 264

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.

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Customer Expectations Insurance Comparison Travel 120

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.

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Customer Expectations Course Sales Consulting 150

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some very common customer support. attract and retain your customers better. 2 Less than 2% of companies are using all customer channels, including email, phone, live chat, and social media. customer service. SUMMARY In a digitally-connected world, customers.

omnichannel

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?

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Customer Expectations Meeting Company Customers 165

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.

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Customer Expectations Communication Management How To 153

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.

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Customer Expectations User Experience Tips Social Media 208

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?

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Meeting Customer Expectations Groups Customer Care 189

Beyond Philosophy

MARCH 9, 2018

This refers to customer sensitivity to further changes based on where they have started. What are the implications for business, customer experience and designing and delivering experience? The post Why Do Customers Expectations Constantly Change?

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Customer Expectations Customer Experience Customers 78

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.

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omnichannel Meeting Customer Expectations Multi-Channel 212

Beyond Philosophy

MAY 21, 2018

Customer expect different things. The post How Do You Keep Up with Customer Expectations? Its a constantly moving goal. How do we keep up with these? Colin Shaw and Professor Ryan Hamilton discuss this and other topics.

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Customer Expectations Customers 80

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. Your customers expect it.

Customer Expectations 91

Customer Expectations Ecommerce Policies Social Media 91

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

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Customer Expectations Consulting Call Center Culture 134

Brad Cleveland

NOVEMBER 8, 2017

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer expectations customer experience customer relationships

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Customer Expectations Meeting How To Customer relationships 34

Joe Rawlinson

JUNE 1, 2016

As Internet speeds increase and technology becomes more sophisticated, customer expectations of companies’ online performances have also risen. Here are some essential online conveniences your customers now expect your company to deliver. Customer Service guest pos

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Meeting Customer Expectations Customer Experience Multi-Channel 119

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business.

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Meeting Customer Expectations Customer Experience Social Media 76

Brad Cleveland

AUGUST 9, 2017

How do you make the most of changing customer expectations and ensure that they are being built into your plans and direction? The following are some important rules of the road: First, ensure that your management team thoroughly understands the 10 basic customer expectations.

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Customer Expectations Call Center Contact Center Customer relationships 35

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?

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Customer Expectations Hotels Airlines Entertainment 98

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.

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Customer Expectations Customers Customer Service 116

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. To create a great experience you have to define which areas that Customers most value and exceed these aspects of the Customer Experience.

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Customer Expectations Net Promoter Score CEM Customer Experience Design 95

MaritzCX

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

Customer Expectations 260

Customer Expectations Airlines Industry Customer Experience 260

MaritzCX

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting.

Customer Expectations 260

Customer Expectations Airlines Industry Customer Experience 260

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Expectations are rising in both countries In general consumers want more from brands than they did – even when compared to the recent past.

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Customer Expectations Knowledge Base Customer Experience Consumers 72

Kristina Evey

MARCH 15, 2016

Customer expectations can make or break their perception of the customer experience they’ve had when working with us. The way to ensure success is to MANAGE their expectations. Let them know what to expect, when, and how it will happen every step along the way. This podcast delivers strategies to keep everyone on the same page and promote successful outcomes. link]. Podcasting

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Customer Expectations Loyalty Management Strategy 139

ServiceDock

MARCH 16, 2018

In essence, customer experience (CX) is the customer’s perception of how well you live up to your brand promise. If you fail to meet the expectations you have created, then that brand promise can become a stick to beat yourself with. The power of social media means that such a stick can be quite devastating because individual customers can cause more damage to your brand than ever before. Customer Experience

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Customer Expectations Social Media Brands Strategy 59

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

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MaritzCX

JUNE 30, 2016

Following my four years leading the CX practice for, arguably, the best airline in the Americas, JetBlue, the transition to the “provider” side of things since last May has been very interesting. My experience has provided a unique perspective into the various levels of CX maturity in organizations across many different industries. It has also. View Article

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Customer Expectations Airlines Industry Customer Experience 200

Topdown

JANUARY 12, 2018

Customers don’t just think of it as a nice thing to have anymore — they demand it. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking. Customer Experience Customer Communications Personalization

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Meeting Customer Expectations Consumers How To 48

Customer Guru

MARCH 7, 2018

Shweta Jha currently manages three functions in Ferns N Petals – Training, Quality, and Customer Experience. She believes that these functions are interrelated because when an organization has the right kind of employees and partners, and they are trained well, they will ensure that the customers have a great experience. Jha has 12 years of experience in the field of Customer Service and has been instrumental in creating and implementing exceptional customer experience strategies.

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Training Customer Expectations Innovation Management 61

Heart of the Customer

MAY 23, 2016

The post How can you meet customers’ expectations if you don’t know what they are? appeared first on Heart of the Customer. Customer ExperienceWhat does “good” look like? It’s something that, as CX leaders, we’re always thinking of.

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Meeting Customer Expectations Brands Customers 90

Brad Cleveland

MAY 17, 2013

Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland Call Center Management On Fast Forward customer relationships strategy support center

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Customer Expectations Call Center Customer relationships Contact Center 26

ForeSee

JANUARY 5, 2017

The post Recent Walmart TV commercial shows just how far customer expectations have evolved appeared first on ForeSee. Insights Retail BOPIS customer expectations NRF NRF 2016 WalmartA version of this article was originally published on LinkedIn.

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Customer Expectations Consumers Retail Customers 52

LiveChat

JUNE 25, 2018

Customer experience has evolved into a strong differentiator among businesses of all kinds and functions of today’s age. Going by a research conducted by the Walker Information , customer experience will overshadow price and product as the primary brand differentiator by the year 2020.

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Tools Knowledge Base Customer Expectations Software 36

Talkdesk

JULY 25, 2017

When it comes to customer expectations, the only constant is change. With new technology and the continued blurring of the business and consumer sectors, customers are always molding their opinion of what companies should offer them in terms of customer experience.

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