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.
Brad Cleveland
SEPTEMBER 9, 2022
An essential part of customer service leadership is understanding what customers want. But what do they expect? And how are those expectations changing?
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Method:CRM
AUGUST 15, 2022
Keeping customers happy is one of the most important things you can do. So, when it comes to the customer experience vs. customer relationship debate, the answer is both! Customer experience vs. customer relationship: What they mean for your business.
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. Maybe they’re a large percentage of revenue or there’s a lot at stake in making the business relationship work. Regardless of the scenario, here are 4 modern strategies for managing customer expectations…. Customer Expectations
Brad Cleveland
AUGUST 11, 2021
An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?
Call Experts
MAY 12, 2022
At Call Experts, we know it’s essential to create long-lasting customer relationships. We have a team of experts who have been trained professionally and work hard to make sure your customers are happy , and we’ll do whatever it takes to make sure they feel that way.
Brad Cleveland
NOVEMBER 6, 2020
Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day. So, how do you ensure customer expectations are built into your plans and direction?
Integrity Solutions
MAY 13, 2021
Customer expectations are higher than ever. Although knowledge and skill will always be required for success, a salesperson’s attitudes, beliefs and values provide the catalyst for sustainable customer needs-focused behaviors. 10 Selling Principles for Relationship Sales.
Brad Cleveland
JULY 30, 2020
Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. But wait, aren’t expectations always changing? What do customers expect?
Totango
APRIL 18, 2019
The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. After all, recurring revenue business models revolve around customer subscriptions that must be paid for or renewed monthly or annually. But they aren’t a guarantee of revenue; customers can cancel at any time. Nurture Every Customer Equally.
Wired and Dangerous
JANUARY 27, 2020
CX (customer experience) has been hot for a few years. They installed this new customer experience management system so all my correspondence from them is now tailored––they even knew my son was heading off to college this year.
TeamSupport
MARCH 27, 2020
In an era where remote work has become commonplace, many customer success managers aren’t too happy. Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. Customer Service Strategy
Wired and Dangerous
AUGUST 10, 2020
What would a lifetime warranty look like for a customer service experience? Customers today have changed. Can a customer service experience warranty help in retaining today’s wired and dangerous customer? Lifetime warranties are a common feature of the product world.
Brad Cleveland
OCTOBER 3, 2017
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals?
Beyond Philosophy
MAY 12, 2021
Only half of the organizations around the world feel prepared to support customer engagement post-COVID. 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.
Brad Cleveland
OCTOBER 26, 2018
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer access customer access strategy customer expectations customer experience customer relationships
Brad Cleveland
OCTOBER 26, 2018
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Videos Brad Cleveland customer access customer access strategy customer expectations customer experience customer relationships
Wired and Dangerous
JULY 20, 2020
Have you noticed that your customers have changed? Their expectations have increased over dramatically in the last 12 months and they keep increasing! They are continually raising the bar on how they view customer experience.
Wired and Dangerous
DECEMBER 1, 2020
Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors.
Brad Cleveland
NOVEMBER 8, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer expectations customer experience customer relationships
Brad Cleveland
JULY 30, 2020
Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us designing and managing customer services. Simple, right?
Brad Cleveland
NOVEMBER 8, 2017
Call Center Contact Center Customer Experience Customer Relationships Customer Service Videos Brad Cleveland customer expectations customer experience customer relationships
Wired and Dangerous
OCTOBER 5, 2020
Customers also have minimums. Today the customer tells us it’s all about the experience. We know that customer experience has overtaken price and product as the main differentiator between competitors. Chip’s newest book, Inside Your Customer’s Imagination was released recently.
Wired and Dangerous
NOVEMBER 9, 2020
Today’s wired and dangerous customers are bored with pretty good service. Would your customers describe you as brave or courageous? Are you constantly seeking a path to new experiences your customers will find memorable as well as valuable? This week we celebrate Veterans Day.
Wired and Dangerous
NOVEMBER 23, 2020
The Thanksgiving holiday, especially this year, is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal, and vain*!
Wired and Dangerous
NOVEMBER 16, 2020
How can you make a strong emotional connection with customers? There are several common components we find that deliver the “special” feeling to customers that bring them back and cause them to advocate for your business. How customer-friendly is your technology?
Wired and Dangerous
OCTOBER 12, 2020
Customers today have changed. 79 percent of customers want their issue to be resolved in one interaction and don’t want to be told what channel they should use. Customers are Vain – they expect personalized service that assures them they are valued by the provider.
ShepHyken
FEBRUARY 18, 2020
The Customer Experience Revolution. How to Fish the “Big Data Lake” for Customer Experience Insights. They discuss the importance of investing in the customer experience and how CX professionals can communicate that need with leadership and executives.
Wired and Dangerous
JUNE 23, 2020
As businesses reopen their physical locations and customers adapt to the new normal of all kinds of virtual experiences it has become more important than ever before to deliver consistently great experiences. Customers today are much quicker to leave.
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. Sales organizations are investing heavily in these digital tools, and they expect salespeople to use them. In a Gartner study, 66% of salespeople said that they expect most learning and development to occur outside the classroom.
Brad Cleveland
OCTOBER 1, 2019
Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals? These 12 principles are as important as ever, in large … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership
Provide Support
APRIL 13, 2016
How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. What simple and practical steps can your company take in order to meet consumer expectations for efficient digital experiences?
Wired and Dangerous
DECEMBER 7, 2020
The company was famous for its profit at any cost mentality and had indicated a desire to become more customer-centric with a long-term view. Many customers do not micro-manage their monthly statement and thus fail to catch the added fee.
Wired and Dangerous
SEPTEMBER 28, 2020
Customers are a lot like workshop participants required to sit under the influence of a storyteller with a minutia problem. Most service has service hoops customers are required to jump through. Fortunately, customers are more than willing to jump through hoops—a lot of hoops.
Wired and Dangerous
AUGUST 3, 2020
Customers today are picky, fickle, vocal, and vain. They are Vain–expecting treatment that telegraphs they are special and unique, not just one of the masses.
Wired and Dangerous
NOVEMBER 9, 2020
Today’s wired and dangerous customers are bored with pretty good service. Would your customers describe you as brave or courageous? Are you constantly seeking a path to new experiences your customers will find memorable as well as valuable? This week we celebrate Veterans Day.
Wired and Dangerous
NOVEMBER 2, 2020
Have you noticed that your customers have changed? Customers say they are more likely to try additional services or products from brands that provide superior customer experience. They have raised the bar on how they view customer experience.
Wired and Dangerous
OCTOBER 19, 2020
Customers have changed! Nearly 80% of American consumers point to speed, convenience, knowledgeable help, and friendly service as the most important elements of a positive customer experience. Chip’s newest book, Inside Your Customer’s Imagination , was released recently.
Wired and Dangerous
DECEMBER 14, 2020
As you might expect John’s 90 year old mom was not too busy that afternoon and would be home. We know from extensive research that customers whose problems are resolved quickly and effectively are even more loyal to that provider than they were prior to an incident.
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. Post them prominently. And make a habit of considering them when making decisions.
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