Vonage

OCTOBER 2, 2017

Customers expect the opening hours to reflect the nature of the network. Replying to a customer complaint the next day with the excuse “sorry, we close at five” just isn’t good enough. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

Customers expect the opening hours to reflect the nature of the network. Replying to a customer complaint the next day with the excuse “sorry, we close at five” just isn’t good enough. For more on this topic read our white paper How to choose your channels: designing an omni-channel strategy.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Uniphore

DECEMBER 13, 2021

Learn more about how intelligent technology, like Uniphore’s conversational AI and automation platform, is helping retailers leverage conversations to drive revenue, build loyalty and deliver differentiated experiences that exceed today’s sky-high customer expectations. Download The Article.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Comm100

OCTOBER 25, 2017

[Free Download] How to Deal with Difficult Customers over Live Chat. Knowing the types of difficult customers is the first step to serve them well. Download this white paper to learn how to prevent, deal with, and follow up on difficult customers. Why Are Customers So Rude? Customer Experience Leader.

Customers 313

Customers Customer Service Ecommerce eBook 313

datastax

DECEMBER 20, 2018

It’s been two years since we moved this team into our Product and Engineering Organization, which enabled us to better prioritize customer needs around building an extensible platform and an ecosystem of complementary technologies. Customers expected an offering that easily integrated with their full application stack.

Technology 81

Technology Metrics Video Training 81

Think Customers

OCTOBER 4, 2021

Effective contact centers understand the right moments to introduce chatbot or messaging capabilities into a conversation to meet customer expectations every time. Learn more about messaging and chatbots today.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Daniel Group

FEBRUARY 1, 2023

Second, B2B customer expectations are changing, driven by personal consumer experiences. When your industrial customer wants to order a part, they expect it to be readily available online. I have some innovative products in my garage that are now gathering dust. Most everyone knows how easy it is to order from Amazon.

B2B 59

B2B Effort Score Innovation Groups 59

Education Services Group

OCTOBER 4, 2018

Instead of simply flipping the onboarding switch and leaving your new customer to dangle in the wind to inevitably become just another customer churn stat, invest in purposeful customer onboarding. This approach integrates desired customer outcomes and deep insights about what customers expect from you.

Customer Success 53

Customer Success Tips Course Customers 53

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” McKinsey & Company recommends obtaining “journey-centric feedback” from customers, supported by a backbone of technology investments.

How To 243

How To Social Media Analysis Feedback 243

Comm100

MAY 31, 2016

If your return policy has a lot of terms and conditions, create a test that your support staff must pass before assisting customers. According to research conducted by Steven Van Belleghem , a best-selling author, 70% of customers expect a self-service option from companies. Blog, reports, and white papers.

Retail 105

Retail Self Service How To Policies 105

Confirmit

JUNE 4, 2018

While the phrase “Voice of the Customer” may have been around for a long time, what we truly mean by the term has evolved dramatically. Companies’ relationships with their customers have become more complex, involving more channels and touchpoints than ever before, but customer expectations are at an all-time high.

Touchpoint 40

Touchpoint Customer Experience Professionals Customers Metrics 40

CSM Magazine

JUNE 7, 2023

Deliver Consistent And High-Quality Service Consistency is key when it comes to building customer trust, so you will need to ensure that your products and services always meet or even exceed customer expectations. You will want to make sure that customers view you as an expert in your field.

Tips 52

Tips Social Media Policies Case Study 52

Daniel Group

SEPTEMBER 22, 2022

Delivering excellent CX (customer experiences) is imperative for businesses today. And while most companies would say they do just that, most customers beg to differ! A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it.

Measurement 52

Measurement Management Customer Journeys B2B 52

datastax

AUGUST 22, 2019

To meet customer expectations, Macy’s needed a database that could scale to accommodate increased demand and 10 times the amount of products. Otherwise, they might very well end up with fewer sales and grumpier customers. Introduction to the Active Everywhere Database (white paper). READ NOW.

Ecommerce 56

Ecommerce Omni-Channel Technology Retail 56

CustomerSuccessBox

JUNE 21, 2022

The relationship that you have with your customers should be more of a ‘partnership’ than a ‘vendor-client’ relationship. This introductory meeting lets the onboarding team know the customer and their business well. Customers, usually, stay loyal to a firm that invests its resources in onboarding content.

Strategy 52

Strategy Customer Retention Video Resources 52

Uniphore

NOVEMBER 11, 2021

So, whether a customer is planning a trip or dealing with an unexpected travel change, they can expect a smooth, highly personalized experience from start to finish. Optimize Customer Interactions With today’s sky-high customer expectations, businesses are under greater pressure than ever to “get it right” when it comes to CX.

Self Service 130

Self Service Hospitality Travel Touchpoint 130

Beyond Philosophy

AUGUST 17, 2015

Reliability and consistency, delivered to a customer’s expectations or better, build a ‘bank account’ of positive memory and trust. On the consumer side, many of us can remember expectations of experience at a restaurant, supermarket, hotel, rented auto, insurance company, department or discount store, etc. Think about it.

Omni-Channel 60

Omni-Channel Multi-Channel Hotels Banking 60

datastax

OCTOBER 2, 2018

It’s the only way to efficiently meet today’s customer expectations for real time, personalized, in-the-moment experiences. Introduction to the Active Everywhere Database (white paper). Hybrid and multi cloud bridge the gap between existing infrastructure, budget, and the ability to compete in today’s world.

Government 45

Government Competitive Advantage Resources Policies 45

Education Services Group

JUNE 18, 2018

They own it and they troubleshoot it without losing focus on their mission to turn customers into brand advocates. #2. Perspective: They Understand What Customers Need to Be Successful. Customers expect and need help with training, integration, troubleshooting and, most of all, improved performance.

Customer Retention 45

Customer Retention Customer Success Management Customers 45

NobelBiz

FEBRUARY 13, 2024

Increased Customer Satisfaction : By providing quick and easy access to information and services, customers enjoy a more satisfying interaction with your brand. Implementing NobelBiz’s sophisticated IVR systems means not just meeting but exceeding customer expectations for self-service.

Call Center 59

Call Center Self Service Software Contact Center 59

ProProfs Chat

NOVEMBER 29, 2019

This is exactly what customers expect from a brand when they approach them for support. Customer expectations are growing every day and because they form a strong foundation of every business. . The growing expectations are inclusive of: 24*7 support. Boosts Customer Service & Loyalty. Quick response.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Tricia Morris

AUGUST 11, 2015

Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance. On August 26 th , join Microsoft (gold sponsor) and Susie Adams, CTO for Microsoft federal, at the DGI Government Customer Service Conference in Washington, DC. Worse yet, 37% don’t know.

Government 40

Government Customer Service Self Service Customer Centricity 40

West Monroe

APRIL 18, 2017

Failure to truly consider their customers and their needs. Failure to listen to customers effectively. Evolving too slowly to stay relevant ( see our white paper on agile transformation for some examples). In all of these cases empathy plays a key role – both for the customer AND for the companies and their employees.

Airlines 40

Airlines Customer Journeys Effort Score Social Media 40

Magellan Solutions

MAY 3, 2020

They don’t know that personalization can impact the purchasing decision of their customers. This is because customers tend to purchase products that are tailor-fit for them. This is where geo-targeting can bridge the gap between customer expectations and customer perceptions. . Leverage the power of social media.

Company 52

Company Social Media Marketing Competitive Advantage 52

UJET

FEBRUARY 11, 2020

Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

Brands 72

Brands e-support Transportation Video 72

LiveChat

NOVEMBER 16, 2018

Good content is not just a formidable marketing tool, it’s also a great starting point for sorting out customers’ problems with your product. Content may be of many different types – blog posts, videos, white papers, case studies, and more. However, research paints a very different picture of customer expectations.

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

Comm100

JANUARY 14, 2020

With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity. Increased customer satisfaction. Customers expect agents to have access to their whole story when they reach out for support. This post includes highlights from our Omnichannel white paper.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

NOVEMBER 2, 2017

Customer satisfaction surveys can be used to measure how customers feel about a number of different subjects. Whether the customers’ expectations were met. Whether the customers’ issues were resolved. White Paper] The Guide to Becoming a Top Performing Live Chat Agent. The speed of the service.

Customer Satisfaction 156

Customer Satisfaction Survey Feedback Tips 156

Comm100

JANUARY 6, 2022

But first, let’s quickly explain what is meant by ‘digital customer experience excellence’. What is digital customer experience excellence? . The development of customer service technology has turned out to be a double-edged sword.

Customer Experience 216

Customer Experience Omni-Channel Chatbots Social Media 216

Qualtrics

MARCH 2, 2021

Your products and services are only as valuable as your customers perceive them to be. You could spend millions implementing a new cool idea, but if customers don’t perceive it to be valuable, then it’s money wasted. We don't just write white papers. Dr. Geetha Murali, Chief Executive Officer, Room to Read. “We

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

ClearAction

OCTOBER 4, 2015

There are a lot of misconceptions and erroneous labels of "CX strategy" As explained in the white paper " Customer Experience Strategy: Exploring the Success Factors ", a shared vision across the C-team is necessary. 4) Avoid Being Duped.

Strategy 48

Strategy Customer Experience How To ROI 48

Strativity

MARCH 31, 2018

Companies continually fail to understand the value and purpose of customer surveys from the perspective of their customers. While companies seek feedback and data, customers expect action and change. Lack of alignment of this nature can have disastrous consequences.

Customer Expectations 40

Customer Expectations Survey Feedback Data 40

Comm100

APRIL 6, 2020

Offering true omnichannel customer engagement requires you to be omnipresent — you need to be everywhere, all the time. Offer communication channels that your customers expect you to be on. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media.

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Strativity

OCTOBER 18, 2017

A certain class of brands can charge premium prices and retain loyal customers. In this study, Strativity Group sought to discover the secrets of these brands and what their customers expect from them in exchange for those premium prices and resolute loyalty.

Brands 40

Brands Study Loyalty Groups 40

Strativity

AUGUST 4, 2017

Customers may not be able to tell you exactly what product or service they want next, but they can provide insight. Through “listening plus,” you can bridge the gaps between your customers’ expectations and what you deliver. The post Do Customers Really Know What They Want? appeared first on Strativity.

Customer Expectations 40

Customer Expectations Customers 40

Strativity

JULY 1, 2017

At best, consistency meets customer expectations. But in a world of consistent experiences, who really wins: the customer or the processes? The post Creating Amazing Customer Experience – Excellence or Consistency appeared first on Strativity. We often make the mistake of confusing excellence and consistency.

Customer Experience 40

Customer Experience Customer Expectations Meeting Customers 40

Vonage

OCTOBER 2, 2017

To Providing a World-Class Customer Experience, DiJulius defines “Service Aptitude” as: “A person’s ability to recognize opportunities to exceed customers’ expectations, regardless of the circumstances.” Just because someone is good at social media doesn’t mean they know the first thing about how to treat your customers.

Customer Care 174

Customer Care Omni-Channel Social Media How To 174