ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. My Comment: Is customer experience (CX) broken in most organizations? Their key is creating confidence.

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

Alida

DECEMBER 1, 2016

A report conducted by the tech company LinkedIn, the advisory firm Capgemini and the non-profit Efma found that half of banking customers around the world now use at least one product or service from a fintech firm. Establishing a customer-centric culture. Focusing on customer interactions.

Customer Experience 193

Customer Experience Financial Banking Culture 193

CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. Yet, t he term Chief Experience Officer is relatively recent compared to a similar role – the Chief Customer Officer (CCO).

Chief Customer Officer 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

Upstream Works

JANUARY 12, 2022

Your agents need access to data collected before, during, and after every customer interaction, as well as aggregation of that data across channels, journey flows, systems, and the organization. If your agents don’t have a 360° picture of every customer exchange, you’re in trouble.

Contact Center 78

Contact Center Self Service Omni-Channel Touchpoint 78

Oracle

MARCH 21, 2018

Because of the speed customer experience (CX) is moving, executives leading the charge often have mixed up perceptions about their own proficiencies and how prepared they are to face the future. Rapidly changing data and smarter technology keeps changing what customers expect from brands.

Customer Experience 101

Customer Experience Customer Expectations Report Connections 101

Experience Investigators by 360Connext

OCTOBER 4, 2017

It’s easy to think customer service and CX are not “that old” as departments in most organizations. But history and common sense tell us customer expectations, disappointments, and complaints have been around as long as vendors. How should customer service leaders and customer experience leaders coexist?

Customer Service 181

Customer Service Social Media Innovation NPS 181

ShepHyken

OCTOBER 25, 2021

Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. 4 Ways Chatbots Can Fail at Customer Experience by Phil Britt. Reports and Data expect the global chatbot market to reach $10.08

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. ” Key findings from the report. How do your customers know you really, really care?

Customer Service 106

Customer Service Competitive Advantage Trends Culture 106

Alliance by IFS

JULY 9, 2019

But Aberdeen research finds organizations who invest in FSM solutions that strengthen the processes behind the delivery of excellent customer experiences, stand out from their competition. Field service organizations also reported these top challenges: Lack of collaboration across teams. Lack of visibility. Out-of-date technology.

Customer Satisfaction 86

Customer Satisfaction Analytics Report Software 86

Think Customers

JANUARY 18, 2023

As economic and costs pressures grew, companies across various industries struggled to deliver the type of quick, easy interactions customer expect. Coming off a challenging year, there are major headwinds to contend with as 2023 begins, according to a new Forrester report, “Predictions 2023: Customer Experience.”.

Customer Journeys 52

Customer Journeys ROI Policies Report 52

ShepHyken

SEPTEMBER 21, 2020

(Gladly) Turn your customer service department from a cost center into a revenue generator with these radically personal customer experience strategies from this guide. My Comment: This is a special report from Gladly regarding the contact center’s role in delivering a great CX that gets customers to want to come back.

Customer Service 94

Customer Service Employee Experience Touchpoint Customer Centricity 94

Vonage

MARCH 26, 2018

The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report. trillion in the U.S.,

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ShepHyken

OCTOBER 11, 2021

Here are the four best ways to make sure your customer service is top-notch in 2021. My Comment: This article hits on some of the basics of a great customer experience. And, it’s not about being “over-the-top,” but simply doing what customers expect. My Comment: Is customer service getting better? by Max Starkov.

Customer Service 71

Customer Service Hospitality Rewards Programs Self Service 71

ChurnZero

JANUARY 18, 2024

1: Chief customer officer at Semrush Semrush is a marketing technology company best known for its SEO tools. The company is based in Boston and the CCO position is a hybrid role reporting directly to the CEO. While we don’t typically advocate that sales reports to the CCO, this company believes that’s the best structure for them.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

ShepHyken

AUGUST 19, 2019

9 Customer Service Mistakes You Need to Stop Making by Kinga Odziemek. (G2 G2 Crowd) Providing great customer service is not a choice or luxury; it’s a standard your customers expect. Well, here are nine “how to not’s” to consider in your customer service strategy.

Customer Service 116

Customer Service Leadership Ecommerce Culture 116

SurveyGizmo

NOVEMBER 11, 2021

Please download our CX Predictions for 2022 ebook for our full report. With more people confined to their homes this past year and more reliant than ever on digital tools, customer expectations for a friction-less experience have risen. This is part 5 in a 5-part series.

B2C 98

B2C B2B Self Service e-support 98

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. How to fix it. Get the Guide.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you.

Customer Service 74

Customer Service Touchpoint Retail Loyalty 74

CloudCherry

JANUARY 21, 2020

The takeaway is clear: Listening to customers helps companies understand and address customer needs. By staying in touch with customer expectations, companies can win more business and reduce trouble spots in the customer journey. VoC leaders also see an uptick in customer and employee engagement metrics.

Effort Score 195

Effort Score Feedback Net Promoter Score Survey 195

ShepHyken

AUGUST 1, 2022

Here you will find seven ways to help you to get your customers to say, “ I’ll be back! ”. Despite Importance of Customer Engagement, Few Companies Excel at It, HBR Finds by destinationCRM. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 69

Customer Service B2C B2B Guest Experience 69

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 89

Customer Expectations Technology Analytics Chief Customer Officer 89

ShepHyken

NOVEMBER 6, 2019

For example, your boss may want you to prepare a report. You could ask, “When this report is finished in a week, what would it need to have in it for you to be 100% happy with it?” Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

Customer Service Training 96

Customer Service Training Meeting Report Sales 96

ShepHyken

JANUARY 17, 2022

7 Customer Service Skills Every Business Needs by Renee Johnson. The Tech Report) Much of the customer mindset will remain a mystery. However, researchers have been collecting data on customer service satisfaction for years. What all Retailers Should Know About Outsourcing Customer Service by Darnell Witt.

Customer Journeys 67

Customer Journeys Customer Service Retail Touchpoint 67

CSM Magazine

JUNE 19, 2022

Customer complaints tend to fall into a handful of categories: Failing to offer timely support. With 90 percent of customers rating “immediate response” as very important to them , customers expect real-time, 24/7 customer support. Resolving issues for unhappy customers is expensive.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

ClearAction

JANUARY 4, 2020

“Employees who are engaged as customer advocates are more fulfilled in their jobs,” explained Bill Cusick, former VP-Customer Experience & Brand Management at Zurich North America, and author of the book, All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ClearAction

DECEMBER 16, 2017

There’s a myth that talking often to your customers (sales, service, surveys, etc.) means you’re customer-focused. However, customer-focus goes beyond lip-service to the primary motives that drive your behaviors. Gap in Desired Versus Actual Customer-Centricity. 1 Why is there such a huge gap?

Customer Centricity 63

Customer Centricity Culture Return on Investment Conference 63

Thematic

DECEMBER 12, 2023

This data is valuable for identifying pain points in the customer journey. Businesses can use this data to introduce new features & enhance existing systems, improving the customer experience. It allows them to meet & exceed customer expectations. This method makes it easier to process the feedback further.

Analysis 62

Analysis Examples Feedback Social Media 62

ShepHyken

NOVEMBER 12, 2018

My Comment: Customer experience is marketing. The organizations that that know this reap the benefits of knowing what their customers expect and desire. And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

ProProfs Chat

APRIL 24, 2019

This is the age of instant gratification and your business cannot survive if you fail to delight your customers with an instant resolution to their problems. Rise above your customers’ expectations, especially when it comes to customer service. Keep KPIs Customer-Focused. There is no other way out.

Customer Experience 61

Customer Experience Customer Service Customer Journeys Knowledge Base 61

NobelBiz

JULY 4, 2023

According to a report by Mordor Intelligence , the AI market in call center applications is anticipated to witness a CAGR of 25.8% Automated Interaction Summaries are more than just a technological innovation; they are a catalyst for transforming customer service experiences. For example, customer sentiment ratings increased 57.3%

Interaction 52

Interaction Call Center Engagement Contact Center 52

Bold360

MARCH 21, 2018

Customer experience is undergoing a transformation. Today’s customers expect personalized, seamless interactions across any and all engagement channels at any time, day or night. These expectations are driving a huge shift in how companies – across industries – need to start looking at customer experience.

Customer Experience 49

Customer Experience Customer Engagement Consulting Engagement 49

CSM Magazine

JUNE 7, 2023

Deliver Consistent And High-Quality Service Consistency is key when it comes to building customer trust, so you will need to ensure that your products and services always meet or even exceed customer expectations. For example, you may have to explain any additional fees that customers might encounter.

Tips 52

Tips Social Media Policies Case Study 52

ijgolding

JULY 12, 2016

Yet as I have written in the past, talking about Customer Experience is the easy bit – starting to do something about it is hard, whilst embedding a customer focused mindset is the hardest thing of all. Sustaining a customer focused strategy is extremely challenging in these circumstances.

Customer Journeys 120

Customer Journeys Customer Experience Customer Centricity Meeting 120

Verint

MARCH 14, 2018

This customer focus is part of our culture and carries directly into our offerings, which have again been recognized by DMG Consulting, receiving perfect scores—five out of five—in several key product satisfaction categories. 1 DMG Consulting LLC, 2017-2018 Workforce Optimization (WFO) Product and Market Report. 2 Read more.

Customer Satisfaction 28

Customer Satisfaction Innovation Consulting Report 28

ShepHyken

APRIL 24, 2017

(Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. This is a short synopsis of the report with some very interesting stats and facts. After you read this, you will want to download the full report.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39