Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Feedback 380

Feedback Customers Loyalty Resources 380

Steve DiGioia

FEBRUARY 15, 2021

A keen and faithful observer can see many takeaways that relate to the way we offer service. I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. Those two articles highlight the unique aspects of service the two groups offer and how they hurt or help our service efforts.

Customer Service 348

Customer Service Hotels Customers Travel 348

Bill Quiseng

MAY 2, 2021

Too often, businesses focus solely on the negative feedback from their customer surveys in CSI fashion, identifying the pain points and taking the steps to eliminate them. Here are three steps you can take to move from reactive to proactive customer service. STEP ONE: Thank ALL customers who gave you survey feedback.

Customer Service 136

Customer Service Fashion Guidelines Exceptional Customer Service 136

Bill Quiseng

NOVEMBER 1, 2023

Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University.

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. ASSETS Your employees are not your most important assets. It is about how your employees FEEL about you and your company.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. The people I was with raved about the food. You may never be able to make them happy.

Sports 131

Sports Hospitality Customer Service Training Customers 131

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

CloudCherry

AUGUST 27, 2019

Acclaimed Writer, Consultant, CX Trainer, and this week’s guest of ‘The Sweets of CX’, Jeff Toister , likes to think of it as, “a compass that always points you in the right direction when you’re creating a customer experience. And, when asked about an experience with a brand that completely blew him away? Who doesn’t love that?

Handbook 170

Handbook Customer Centricity Customer Service Training Culture 170

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. In the middle?

Customer Journeys 208

Customer Journeys Touchpoint Measurement Survey 208

Comm100

OCTOBER 25, 2017

Many of you will be familiar with Google’s autocomplete feature – the suggested phrases which pop up when you start to type in a word or phrase, based on phrases other people have searched for. So, what are some of the top questions being asked about customers? So – are customers actually rude, stupid or entitled?

Customers 320

Customers Customer Service Ecommerce eBook 320

ShepHyken

AUGUST 20, 2021

He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. This continual repeat business can be key for catapulting your company into greater levels of success!

Social Media 165

Social Media How To Customer Expectations Course 165

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do?” “Oh,

Tips 282

Tips Customer Centricity Strategy Social Media 282

Feedbackly

JULY 18, 2023

Is there a greater joy than hearing your customers rave about your products and service? After all, there’s no better endorsement than positive client feedback to highlight the value of your business. It can help your business succeed even if you are competing in a saturated market.

Customer Journeys 98

Customer Journeys Feedback Customers Brands 98

Kustomer

APRIL 28, 2021

Every business understands the importance of good service, but few are able to deliver an excellent customer experience that gets your most dedicated followers raving about you. But how do you perfect the science of CX and deliver a consistent experience to every person who interacts with your brand?

Strategy 111

Strategy Customer Experience How To CRM 111

ijgolding

OCTOBER 5, 2016

Whilst there are still some business leaders around the world who are yet to believe it, most organisations have woken up to the importance of continuously listening to the perception of the customer. I first came across the acronym, VOC (Voice of the Customer), at the end of the nineties as an employee of General Electric (GE).

Touchpoint 205

Touchpoint Measurement Feedback Customer Journeys 205

C3Centricity

OCTOBER 8, 2017

Our customers are getting smarter every day. Here’s how marketers should be reaching, connecting and engaging their customers. We all know that you can’t please all the people all of the time, so why are we marketers still mass producing our messages? Are you brave enough to do the same? Start a Blog.

Marketing 120

Marketing Social Media Loyalty Brands 120

Helen Dewdney

MAY 9, 2023

This influential group of dissatisfied but silent customers — known as “quiet critics” — mirrors the workplace trend of “quiet quitting”. The findings highlight the importance of flawless first-time consumer experiences, while also demonstrating the incompleteness of traditional customer feedback mechanisms.

Consumers 78

Consumers Tips Feedback Groups 78

Blake Morgan

AUGUST 1, 2023

             Marketing is often thought of as everything that happens before a sale; customer service is everything that happens after. But according to Allan Dib, best-selling author of The 1-Page Marketing Plan , customer service is marketing. Who are you talking to? Who are you talking to?

Sales 52

Sales Customer Service Marketing How To 52

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. If you’re not able to deliver a high level of customer satisfaction, chances are that a competitor will do so and reap the benefits. How to remap the customer journey.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JULY 15, 2022

He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. The stakes have effectively been raised, and they’ll continue to go up for product brands, service providers, and client-based companies alike. . My service is so good that I stay and I pay. . Not hardly. .

How To 132

How To Video Social Media Training 132

ShepHyken

AUGUST 28, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I have added my comment about each article and would like to hear what you think too. So, are you ready for it?

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Tips 208

Tips Customer Centricity Strategy Social Media 208

Bill Quiseng

SEPTEMBER 6, 2021

Some of you may know I am a stroke victim who is paralyzed on the right and have selective short term memory. In short, I was very frustrated with the Amazon NO REPLY emails and subsequent customer service webpages requiring resetting passwords. Yet Amazon customer service is inhuman, with no names of the representatives.

Customer Service 78

Customer Service Customer Service Representative Course Customers 78

Horizon CX

DECEMBER 19, 2018

While many organizations have bought into the importance of delivering great customer experiences, not many are not actually delivering on it and many haven’t even defined their desired customer experience. One organization that not only defines their desired customer experience but also delivers upon it is Chick-fil-A.

Customer Experience 140

Customer Experience Innovation Customers Culture 140

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. You’re learning how to work in a new environment, and trying to battle the exhaustion that comes with that while remembering everyone’s names and figuring out what your priorities should be. okay… so what do you actually do ?”. “Oh,

Tips 182

Tips Customer Centricity Strategy Social Media 182

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. Good event marketing is about more than simply hosting a conference or fundraiser. It’s about connecting with your audience and providing them with a meaningful experience that leaves them wanting more.

Survey 207

Survey Transportation Conference Hotels 207

SurveySparrow

MAY 5, 2024

Who doesn’t like gifts, eh? I was snuggled up in my cozy sweater right in front of the fireplace, thinking about how blissful December nights are! Of course, it’s also the time for you to be someone’s Santa! But here’s the thing—how do you find the perfect gift when you have no idea what they want?

Survey 52

Survey Tools Customer Experience Video 52

ClearAction

APRIL 13, 2023

Brand Integrity and Your Ideal Customer Lynn Hunsaker Ideal Customer Profiles can be your key to sales velocity, retention, recurring revenue, and CAGR (compound average growth rate). Have you also considered ICPs as your key to cost containment as well as EPS (earnings per share) growth? This is waste!

Brands 62

Brands Chief Customer Officer Guidelines Loyalty Programs 62

Helen Dewdney

MARCH 4, 2021

We all know that it can cost at least 5 times more to gain a new customer than to retain an existing one. However, how your teams or you handle a complaint, particularly with vulnerable customers, could have unintended consequences. The impact could be more than just you losing a customer.

Groups 93

Groups Customers Customer Service Sales 93

Bill Quiseng

MARCH 15, 2022

In the past, businesses served to sell products or services to customers. Recently businesses served to satisfy customers. Satisfied customers feel service is good, not better, just average. Nobody raves about average. So what are you supposed to do? And they have high expectations.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

Helen Dewdney

SEPTEMBER 15, 2021

Consumers who had complained about an online order from major technology, fashion, DIY and homewares retailers during the pandemic were surveyed to ask about their experiences. Similarly,45% of respondents who used social media to complain said it was an efficient option. It is instead taken offline to phone or email.

Social Media 64

Social Media Chatbots Retail Fashion 64

C3Centricity

JUNE 2, 2021

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. He writes about the importance of getting pricing right and generously shares twenty-four (!) factors to consider when pricing your product, service or solution.

B2B 195

B2B B2C Brands Consumers 195

BirdEye

SEPTEMBER 12, 2023

You can no longer afford not to have a social media strategy for your business. 20 social media best practices to implement FAQs about social media best practices Scale your social media across all locations with Birdeye Why is social media marketing important? There is heavy competition among brands on social media.

Social Media 104

Social Media Guidelines Video Analytics 104

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Happy employees are inclined to go above and beyond for your customers. You can’t satisfy customers with disengaged employees.

Customer Service 139

Customer Service Management Employee Engagement Airlines 139

Help Scout

JUNE 17, 2021

We’ve all read those great customer experience stories that make us feel awed and admiring, but some of those stand-out examples can be misleading. To wow your customers and drive loyalty, you need to represent both stability and those moments of amazement.

Examples 120

Examples Customer Experience Hotels Banking 120

SurveySensum

JUNE 13, 2021

Give customers a positive customer experience and they will buy more. Your revenues will skyrocket. You must have heard this countless times. But, what no one talks about is, how to deliver that positive customer experience? Here are some such marketing strategies to expand your CX strategy.

Strategy 111

Strategy Marketing Social Media Chatbots 111