Is Your Customer Intelligence Keeping Pace with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations continue to increase! They have raised the bar on how they view customer experience. The one size fits all approach has given way to wide customer choices.

Are You Keeping Up with Customer Expectations?

Wired and Dangerous

Customers are different today! Their ever changing expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. The one size fits all approach has given way to wide customer choices.

The Tinderization of Mobile Customer Expectations


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.

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

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. affects brand loyalty. customers to order their favorite. to customers.

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

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?

Episode 17 – Managing the Customer Expectations to Build Customer Loyalty - Transforming the Customer Experience

Kristina Evey

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

4 Actions to Exceed Customer Expectations

Beyond Philosophy

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.

Customer Satisfaction Versus Customer Loyalty


If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Measuring Loyalty and Satisfaction.

How can brands match customer expectations around knowledge?


Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? And how does their success or failure in this area affect loyalty and consumer behavior? How artificial intelligence can transform your customer experience.

3 Customer Loyalty Trends for 2019

Smarter CX

And as retail trends continue to evolve in 2019, so do customer loyalty trends and programs. We’ve complied a preview of the report below, and to check out all 7 loyalty predictions for 2019, view the full report. Loyalty, therefore, has to find a platform other than apps.

Have You Created a Great Service Exit?

Wired and Dangerous

Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months and they keep increasing! They are continually raising the bar on how they view customer experience. The kind of service that takes the customers’ breath away!

CX now trumps brand loyalty, suggests a new study

Vision Critical

Even your most loyal customers will not tolerate mediocre experiences. That’s one one of the key findings in a new CMO Council study , which found that 47 percent of loyal customers will stop doing business with a brand that provides “poor, impersonal or frustrating” experiences.

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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.

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Planning for the Dark Side of Service

Wired and Dangerous

Innovative customer service is like panning for gold among the sand. But, like service, sand can also come in a black form—those dark, disappointing moments that cause customers to doubt your capacity and/or caring. loyalty).

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.

How well do you anticipate your customers’ future expectations?

Wired and Dangerous

Have you noticed that your customers have changed? Their expectations have increased dramatically in the last 12 months! They have raised the bar on how they view customer experience. The kind of service that takes the customers’ breath away!

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The Best-Managed Contact Centers: #4 – They Build Plans and Services Around Evolving Customer Expectations

Brad Cleveland

Those who fall behind pay a brutal price: dissatisfied customers, insufficient support from the organization and low morale in the contact center. But those who stay ahead of the curve enjoy strong customer loyalty and the … Call Center Contact Center Customer Experience Customer Relationships Customer Service Leadership Brad Cleveland Call Center Management On Fast Forward customer expectations customer experience customer loyalty customer relationships

Gaps in Customer Expectations and Service Delivery Prevail

Think Customers

Have you ever tried contacting customer service only to hit roadblock after roadblock? Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy matchingcustomerexpectationswithcustomerservice roadblocksincustomerservice socialservice

Earn Your Customers’ Trust, And Loyalty Will Follow


Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Creating trust is paramount to creating customer loyalty.

Customers Today Crave Consistency!

Wired and Dangerous

Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Are you hiring employees who bring the spirit and attitude you want your customers to experience?

Making better business by exceeding customer expectations

Service Untitled

Most of us are busy setting appropriate expectations for our customers. Loyal customers are those who have stayed with organizations because of the high quality of their products or services over a continuous period of time. So how does this effect customer expectations?

How to Exceed Customer Expectations using SaaS Tools


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.

Marketers plan to prioritize customer loyalty, but doing so comes with challenges

Vision Critical

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges. What is loyalty, really? The first hurdle, according to the report, is the disconnect on how marketers and consumers define loyalty.

Surprisingly Easy: The Path To Customer Loyalty

Beyond Philosophy

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. Today, that poster might read, “Why meet customer expectations when you could exceed them?” The Easy Path to Customer Loyalty.

Five Ways to Create Customer Loyalty


Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customer service is.

4 Reasons Why Live Chat Drives Sales and Loyalty To Your Business


If you take a look at Kayako’s website and blog, it’s obvious that we know live chat customer support is a big difference-maker for businesses large and small. But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Customers Buy from Companies That Offer Live Chat. The bottom line is that customers want to buy from people who value their time and concern.

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Handling Customer Service Emergencies

Wired and Dangerous

He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house. Are your frontline employees prepared to effectively handle that “panicked call” from a customer?

Building Loyalty Doesn’t Need a Card

Beyond Philosophy

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty card benefits just became part of the offer over time. So now what do we do to build Customer Loyalty? Loyalty Programs Disappoint Customers.

Customer Expectations and Staff Retention Are Biggest Challenges to Outstanding Service

CSM Magazine

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. These issues often lead to customer dissatisfaction.

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.

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Collaboration with common loyalty currencies

Currency Alliance

We recognize that these are difficult times for merchants managing loyalty programs. Customer expectations are higher than ever. The answer to both of these problems lies in collaboration with common loyalty currencies. Say hello to new customers.

3 Ways to Build Customer Loyalty

Smarter CX

billion memberships in loyalty programs, according to the COLLOQUY Loyalty Census. is a member of over 10 loyalty programs. Here are three ways to build customer loyalty and keep them coming back for more. Anticipate customer needs. consumers hold 3.8

Speed Limit: 23

Wired and Dangerous

Just like customer service! Customers today are bored with ho-hum, pretty good, nothing special service. As customers, we like surprise; we ignore bland. And, finding innovative ways to make your service experience different from others is a key to building loyalty!

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!!