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.

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?

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.

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

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.

Study 161

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.

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?

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.

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.

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.

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?

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?

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

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.

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

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.

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?

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 179

Loyalty Point Liquidity drives Customer Engagement

Currency Alliance

As technologies mature and customer behavior changes, markets must evolve to remain relevant. We have seen tremendous change across many industries during the past 40-50 years, and these changes can help predict the next evolution in the loyalty sector.

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.

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.

How a more emotional customer experience can transform loyalty

Currency Alliance

Customers are changing rapidly. Their ever-rising expectations mean that focusing on a loyalty strategy based on price and transactions alone is no longer enough: it will only produce a race to the bottom on price and once someone beats you on price, most customers will switch.

Let’s shape the future of loyalty programs

Currency Alliance

Indeed they have changed customersexpectations of brands greatly. Every industry now has to be conscious of the heightened, personalized demands of the modern consumer, including the loyalty industry. Not anymore – personalization is now expected by consumers.

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!

The top 5 ways to make loyalty programs more effective

Currency Alliance

As consumers grow more empowered, with more control and choice than they’ve ever had before, their loyalty to a brand and preference for concentrating their purchasing power becomes even more crucial to merchants. Don’t just focus on your most frequent customers.

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

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.

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.

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.

Top loyalty trends for 2018 and what they mean for brands and customers

Currency Alliance

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty.

Dunkin’ Donuts No.1 in Coffee Customer Loyalty Once Again

CSM Magazine

Dunkin’ Donuts can now boast an impressive dozen in customer loyalty. For the 12th consecutive year, Brand Keys has honored Dunkin’ Donuts as a coffee leader in providing guests with a superior customer experience. ” Customer Service News

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.

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.

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).

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!!

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!

How Accurate is Your Organization’s Crystal Ball?

Wired and Dangerous

Have you noticed that your customers have changed? Their expectations have increased over 33% 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!

It Takes a Country to Deliver Great Service!

Wired and Dangerous

Customers are different today! Their expectations have increased over 33% in the last 12 months! They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty!

Is Your Customer Journey Hassle Free?

Wired and Dangerous

Customers today are Vain— expecting treatment that telegraphs they are special and unique, not just one of the masses. The expectations of today’s customers represent a dramatic shift in what is required to insure customer loyalty—the stuff of growth and profits.