5 Things Customers Expect from Customer Service Interactions


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.

7 Tips to Manage Customer Expectations

NICE inContact

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.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

B2C Influence on B2B Customer Expectations


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.

B2C 302

Why Exceeding Customer Expectations Can Make or Break a Business


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.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Customer Expectations are Changing. Here’s How to Keep Up.

NICE inContact

Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier customer experience is equally impactful. To improve customer experience , begin at the contact center.

5 Tips for Managing Customer Expectations


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

4 Modern Strategies for Managing Customer Expectations


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. Try to contact your customers (phone, video call, email, etc.)

B2C Influence on B2B Customer Expectations


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.

B2C 260

Are You Meeting Your Customers’ Expectations for Omnichannel Service?

NICE inContact

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.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


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?

5 Ways That Digital Customer Service Is Influencing Customer Expectations

NICE inContact

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. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction to social channels. Gone are the days when customers were willing to wait on hold for a response.

What Type of Relationship Do Your Customers Expect From You?

Beyond Philosophy

The way people interact with each other in transactions can apply to how people interact with firms. For example, your business might go under if you treat too many people like family and not enough like customers. HOW FRICTION CAN BE GOOD FOR CUSTOMER EXPERIENCE.

Focus Services Keeps Up with Customer Expectations and Innovation with inContact Cloud Solutions

NICE inContact

“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

How to Beat Customer Expectations with Better Customer Service


Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? When you’ve invested heavily to drive customers to your site, you want to provide the same white-glove service throughout their customer journey, even if they contact you about an issue after a purchase is complete. . Want to deliver Zappos-level customer service? Customer satisfaction: 85%. Gather Customer Feedback.

Meeting Millennial Customer Expectations


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.

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations


Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Customers are greeted by outdated touch-tone phone systems, confusing menu options, and clumsy PIN and password authentication. Your customers expect it.

Maintaining Strong B2B Customer Relationships Without Face-to-Face Interaction

Team Support

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

Customer Expectations at All-Time High, Salesforce Report Finds

Answer Dash

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. This year, 62 percent of customers said they are more afraid of their data being compromised than they were two years ago.

2015 Global Customer Service Report: Customer Expectations and Location, Location, Location

Tricia Morris

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service.

Report 103

New Study: Empowering Your Frontline Employees to Keep Up With Customer Expectations


If there’s anyone who has a good handle on what makes customers happy, it’s the frontline employees (e.g., A new global survey of customer-facing employees by Ovum, in partnership with Bold360, reveals that while frontline employees understand customers’ rising expectations, they don’t have the tools and technology they need to fulfill them—and it’s taking a toll on their morale. Today’s customers expect frontline employees to be more than just helpful.

Study 40

Are You Losing 5 Star Reviews to Hidden Customer Expectations?


Why won’t most customers write a review for your agency? It seems like getting customers to respond is an uphill battle. Your customers are satisfied and very happy with the results you’ve provided. But these customers are in the minority.

Does a lack of human interaction cost businesses money?


Last year, Amazon announced that it employs 45,000 robots across 20 fulfillment centers; Yobot the robot ensures customers enjoy conversation-free service at Yotel’s pod hotel in New York; and "chatbots" continue to help businesses deliver everything from online banking to checking in for flights. But in a world seeing rapid advances in artificial intelligence, what price should we put on human interaction? Technology has altered customer service expectations forever.

5 Times CX Pros Turned Unrealistic Customer Expectations into Loyalty

Smarter CX

Customer expectations are higher than ever. Customers want what they want, when they want it. You’ve probably heard the stats before, too: 33% of Americans will switch companies after one instance of bad customer service. US companies lose $62 billion a year due to poor customer service. But what happens when customer expectations are off the charts, and cross over into unrealistic? In this day and age, there are no unrealistic expectations.

Learn What The Customers Expect – Shweta Jha, Manager Of Customer Experience, Training & Quality, Ferns N Petals

Customer Guru

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.

5 Tips to Improve Customer Support Phone Interactions


How well are you taking care of customers with your inbound customer service program? Like most forward-thinking organizations taking incoming customer calls, you likely understand that your support agents are an essential part of your team. Customer Experience Customer Support

Does Your Call Center Move at the Speed of Customer Expectations?


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.

How to Build Impactful AI-Supported Customer Interactions in CX


AI has played a large part in the evolution of customer interactions, and consumer expectations have changed as a result. Consumers know and expect that you have their personal data—the key is to use it for good instead of evil. It’s important that businesses use that information effectively to improve the overall customer experience. How can you improve your customer interaction management with the support of artificial intelligence?

Amazing Business Radio: Jeff Nicholson


Revolutionizing Your Customer Service for an Uncertain Future. They discuss strategies for supporting your customers and employees during uncertain times, and how to improve the technology behind your customer experience. Protect your profits, but also do right by your customer.

Customer Experience Sustainability: don’t let your CX house fall down!


Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? Sustaining a customer focused strategy is extremely challenging in these circumstances. Neither is customer journey mapping.

Guest Post: 5 Tech Solutions That Will Help You Exceed Customer Expectations

Natalie Petouhof

Tweet In a time where the world is more connected through technology and social media, providing excellent customer service is crucial. The reputation of your business is built on its effectiveness, including the customer experience. This results in improved support for your customers.

Does Your Call Center Move at the Speed of Customer Expectations?


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.

Do You Add “Hot Sauce” to Make Your Customers Feel Special?

Wired and Dangerous

Customers today have higher expectations than ever. They expect treatment that telegraphs they are valued, special, and unique, not just one of the masses. Customers, especially those in “Generation Y,” are quick to leave.

Hotels 125

The magic of Disney – now that’s what I call a Customer Experience!


I have often said in the past how lucky I am to have so many people share their customer experience stories with me. That is not what Brian expected. What a phenomenal way of dealing with a customer enquiry!!

The Customer Experience Reality Check! The case of Manchester Airport


Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact with at all.

Travel 209

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams


We are living in a world where consumer expectation is changing as rapidly as ever before. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation […]. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be.

Hotels 208

Customer Success for the Enterprise Luncheon Creates an Interactive CS Experience in The Bay Area


The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. Creating Customer Centricity Within the Organization.