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

360Connext

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

Comm100

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

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?

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

ijgolding

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?

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

Comm100

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.

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.

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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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!

Groups 130

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

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

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?

How to Exceed Customer Expectations using SaaS Tools

LiveChat

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.

Tools 36

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?

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.

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

Kayako

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.

Sales 146

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.

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?

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.

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.

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.

Travel 179

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

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.

Who will win the loyalty of the customer of the future?

West Monroe

CS Week is the premier annual educational and customer service conference serving electric, gas, and water/wastewater utility professionals globally. I attended CS Week a few years ago, and the big talk then was how “rate payers are now our customers, and they are demanding improved service.”

Customer or Hostage? The unfortunate story of the UK passenger rail industry

ijgolding

I have so far avoided using the word customer – which brings me to the theme of this post. The dictionary definition of the word customer is as follows: a person who buys goods or services from a shop or business. The customer! The post Customer or Hostage?

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!

ijgolding

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 conniption! Identifying the ‘final straw’ moment

ijgolding

A few weeks ago, a fellow Customer Experience Specialist – an amazing lady called Jan Richards – passed on one such nugget. Whether we were talking about a customer, colleague, peer or friend is almost irrelevant. I do not often have a conniption as a customer.

Panning for Service Gold

Wired and Dangerous

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).

Loyalty Begins With a Value Proposition

Amity

You might be surprised to learn that some purchases actually increase customer churn. After buying software, many customers discover that it’s not a good fit for their needs, which prompts them to cancel their subscriptions. Trust precedes loyalty.

How to spectacularly fail your customers and damage your brand – by British Airways

ijgolding

I actually think that boring is not always a bad thing when flying – as long as it ‘does what it says on the tin’, then most customers are happy. When you expect more from any brand, it is a significant disappointment when that brand fails to meet your expectations.

Brands 145

Improving Brand Loyalty and the Customer Experience Through Cybersecurity

Win the Customer

When you think about attracting and retaining new customers to your business, you might focus on the importance of having a team of friendly and capable employees devoted to making them feel welcome and appreciated. Cybersecurity Improves Brand Loyalty. Clients Expect It.

Welcome to 2018: the Year of Transparent and Honest Service!

Wired and Dangerous

Customers today are Picky– more cautious in their choices (and they have many more choices) and interested only in getting obvious value for their money. Today’s Picky-Fickle-Vocal customers are also wired. Customers love honesty. Welcome to 2018!

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

ijgolding

Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences – either my own, or those that are shared with me. I expected a lot more from an iconic brand.

Brands 155

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

ijgolding

We are living in a world where consumer expectation is changing as rapidly as ever before. All around the world, this change in consumer expectation […]. Customer Journeys Customer retention and loyalty CX Strategy Retail Travel changing consumer expectation customer expectation customer experience Debenhams emotional Emotional engagement making life difficult for customers Marriot wi-fi marriott Marriott Hotels

Hotels 122

Podcast: Inside Madison Avenue’s Loyalty Challenge, with Michael Farmer

Bain

Ad agencies, which previously thrived in what was once a loyalty-based industry, now face new competition as they struggle to hold on to client relationships. Advertising fee structures have also changed, along with customer expectations.

Trust Centric Customer Journeys

Wired and Dangerous

Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises.

What GDPR means for customer loyalty

Currency Alliance

However, what isn’t being discussed so much is what GDPR means for customer loyalty. After all, GDPR is all about customers taking control of their data. The implications of this for loyalty programs are very broad, and the penalties for non-compliance can be staggering.

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

ijgolding

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience is hugely beneficial.

Great Service the Atlanta Cycling Way!

Wired and Dangerous

Customers today use experience (what providers put them through) as their number one decision factor when selecting an organization to do business with. Recent research shows that almost 1/3 of customers chose the quality of customer service as their top priority over price, product or brand.