One Millimeter Mindset

MARCH 28, 2019

Each of us has a customer retention superpower. And our unique qualities, actions, beliefs and behaviors keep customers glued to our sides, year after year. Our customer retention superpowers are more than attaining functional expertise and excellence in our current professional position. What are yours?

Customer Retention 64

Customer Retention Communication Customers Sales 64

Beyond Philosophy

DECEMBER 8, 2014

One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. Colin is an international author of four best-selling books and an engaging keynote speaker. What Was the Catalyst for Change?

Case Study 142

Case Study Employee Engagement Study Engagement 142

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Some organizations find that focusing on retaining customers in volatile times can provide more revenue than sales.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Happy or Not

JUNE 26, 2023

It concludes that happy employees are crucial in retaining customers and contributing to organizational profitability. Engaging your staff step-by-step To change and to improve, you need your staff to be part of driving the change. And for them to do so, you need to ensure they feel engaged.

Employee Engagement 36

Employee Engagement Customer Satisfaction Engagement Effort Score 36

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023.

e-support 208

e-support Customer Experience Social Media Chatbots 208

ECXO

MARCH 15, 2024

In the dynamic and ever-evolving world of customer experience, there are countless possibilities and challenges that businesses need to tackle. So, why not embrace the journey with enthusiasm and learn about the common pitfalls and “sins” that can negatively impact the customer experience?

Customer Experience 95

Customer Experience Net Promoter Score Customer Satisfaction Innovation 95

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. And they fuel customer success and customer retention. Perhaps you should.

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

CSM Magazine

AUGUST 23, 2022

The value of providing superior customer service can’t be overstated. The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence. The ROI Value In Better Customer Service.

Customer Service 52

Customer Service Management Rewards Programs Social Media 52

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

Happy or Not

OCTOBER 2, 2023

In this article, we’ll tell you why employee satisfaction is a deciding factor in any company’s success. This positivity radiates in their interactions with customers. A positive attitude from customer service staff can turn a complete struggle into a positive reception. They’re invested in the company’s success.

Customer Service Representative 36

Customer Service Representative Customer Satisfaction Competitive Advantage Employee Engagement 36

TechSee

MAY 1, 2022

CSAT vs Other Customer Service Metrics. There are several ways to measure customer service using simple feedback surveys – from specific touchpoint to a general indicator of overall customer experience and loyalty. Customer Referral Rate. Customer Retention Rate.

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Playvox

FEBRUARY 13, 2023

Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Playvox

JULY 31, 2023

Employee self-service allows employees to access a host of information and take care of simple processes themselves, such as requesting leave, checking on their schedules, performing shift swaps, and viewing their performance against KPI metrics. Ensuring that employees can be a part of managing their schedule has big benefits.

Self Service 85

Self Service Management Contact Center ROI 85

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

B2B 98

B2B Customer Experience Roadmap Culture 98

TechSee

MARCH 7, 2022

Let’s start with the bottom line – keeping customers satisfied is the key to a successful and profitable business. Customer experience and engagement are not buzzwords – they are solid performance indicators that continue to gain traction and are a top priority for businesses. Defining the Customer Journey.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Think Customers

MAY 13, 2020

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most. 1: Employee experience is a necessity.

Customer Service 52

Customer Service ROI Roadmap Innovation 52

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Keeping Customers results in a high increase in value.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

PeopleMetrics

OCTOBER 1, 2015

Later Thoughts: The Employee Experience. I've since thought of a few reasons why those employees may have acted the way they did: They were missing Sunday football. They'd had a hard day and a series of stressful customers. Of course those employees wanted to go home. So, I left. Sorry," the teenager said.

Employee Experience 48

Employee Experience Customer Experience Customer Centricity Culture 48

ShepHyken

AUGUST 14, 2023

Each week, I read many customer service and customer experience articles from various resources. SEO brings customers to your digital doorstep, and CX makes them stay, engage, and return. The following tactics improve your search engine rankings and enhance the customer experience.

Customer Service 12

Customer Service Self Service Customer Retention Ecommerce 12

CSM Magazine

DECEMBER 15, 2022

Customer loyalty is more important than ever, and prioritizing customer service — with an excellent, dynamic, and engaged contact center — can help your company stand out. After all, your customer support team is the heart and soul of the customer experience (CX). Prioritize customer engagement.

Contact Center 52

Contact Center Self Service Loyalty Social Media 52

BirdEye

APRIL 12, 2023

This involves tracking and analyzing customer data to gain insights into customer behavior and preferences and using this information to improve customer engagement , retention, and overall satisfaction. CRM software helps you provide exceptional customer experiences that keep customers returning for more.

CRM 52

CRM Examples Customer Relationship Management Customer relationships 52

ClearAction

NOVEMBER 11, 2022

On other holidays (Veteran’s Day, Memorial Day, Mother’s Day, CX Day, Customer Service Week, etc.), Embedding gratitude in your business strategies for customer, employee, and partner experience (CX, EX, PX), and beyond, will benefit your organization on every level, every day.

Strategy 71

Strategy Customer Experience Competitive Advantage Analysis 71

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. When an organisation’s offerings are simple and easy to adopt or use, people are prepared to pay a premium for the simpler experiences. It’s one thing to get the customer to come back.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

Playvox

APRIL 27, 2023

Trend 1: Expansion Of Engagement Channels First, let’s get clear on synchronous channels. Synchronous customer communication channels involve real-time communication between a customer and a service agent. This kind of customer engagement is open-ended. According to Hyken’s data, that trend keeps increasing.

Contact Center 52

Contact Center Trends Gamification Omni-Channel 52

Beyond Philosophy

NOVEMBER 11, 2014

Watch out this space as in a subsequent blog we’ll give advice on the different ways to change a habit… Blogs CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience (..)

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Call Experts

JULY 17, 2019

Customer churn and retention are two of the most important considerations for your customer experience strategy. Successful companies understand the impact of engagement with their base and the influence of a well-mapped customer journey on their bottom line. What is an employee call out-line?

Customer Experience 66

Customer Experience Call Center Contact Center Conference 66

Playvox

MAY 25, 2023

In addition, new online channels have emerged to help companies serve customers in an increasingly digital landscape. New ways to improve customer retention and loyalty, as well as increase the customer base and boost customer satisfaction levels, are always popping up.

Omni-Channel 55

Omni-Channel Contact Center Multi-Channel Call Center 55

Call Center Pros

AUGUST 27, 2018

But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers. 10 Best Customer Service Books.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Qualtrics

MARCH 2, 2021

Take these 25 customer service quotes to your next meeting to help inspire you and your team to take your customer service program to the next level. Customer service is fundamental to delivering a great experience. Get our 2021 Customer Experience reading list. It happens by design.”

Customer Service 29

Customer Service Social Media Customer Journeys Customers 29

Blake Morgan

JULY 1, 2023

Here are 100 fresh statistics about the state of customer experience in 2023. The Impact of Customer Experience: Customer-Centricity Affects the Bottom Line 1) 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

Think Customers

JULY 16, 2020

Two trends that emerged from the outbreak, Jacobs noted, were that many brands—especially those that were scrambling for ways to deal with a surge in call volume—were looking for “quick wins in building a digital front door” and that more attention was being paid to the employee experience aspect of digital transformation.

Strategy 52

Strategy Contact Center How To Customer Service Strategies 52

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John Formica Follow @JohnFormica. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

NOVEMBER 6, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Innovative CX

AUGUST 10, 2021

While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA. To achieve an industry leading customer-centered focus in an organization, the experience can’t be an initiative or program.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Think Customers

DECEMBER 13, 2021

Data is at the core of any customer experience strategy. Start with research and journey mapping to create a visual representation of the path your customers take when they engage with your brand. You can also use data collection to build a more nuanced understanding for the “why” behind your customer journey maps.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52