ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. This is how both luxury and discount brands can have raving fans.

Sports 71

Sports Handbook Customer Experience Case Study 71

CloudCherry

FEBRUARY 28, 2018

And acting on this feedback shows customers that you care and portrays to the world the customer-focused culture you’ve instilled. Also, incorporating this feedback into the everyday routine of employees aligns your internal culture with evolving customer expectations. They recognize and reward employees.

Customer Centricity 231

Customer Centricity Culture Omni-Channel Company 231

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

OpinionLab

JULY 15, 2016

We heard from OpinionLab customer Citi on-stage at CXNYC that their basic customer expectation is to “know me and make it easy”. And, Ryanair took it a level higher as they articulated “simple CX” as a core, corporate value that guides their enterprise. Involve employees to build a CX culture.

Handbook 60

Handbook Conference Customer Centricity Culture 60

Natalie Petouhof

JULY 26, 2016

And they are consistent regardless of the type of device, application, or connection a customer is using. In fact, that’s key to where customer expectations come from thus important to capitalize on. i] The Concept of Flow: Handbook of Positive Psychology, Nakamura, J. i] [link]. [i] 116(2), Sep 1994, 220-244.

Handbook 40

Handbook Customer Experience Resources Customers 40

Ann Michaels and Associates

OCTOBER 28, 2018

Treating customer service as an essential commitment is another way to increase the satisfaction of your customers. Make customer service a key part of your new hire training, asking all employees to make a commitment to providing a high level of service.

Handbook 61

Handbook Customer Service Training Training Measurement 61

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. Customers expect an outcome—an ROI and not just a closed support case.

Handbook 52

Handbook NPS Chief Customer Officer Metrics 52