Listening to Customers Tells You Everything You Need to Know… - Transforming the Customer Experience

Kristina Evey

LISTEN to your Customers. We all know how to do it… but few know how to do it well … and it could be driving your customers away if you don’t do it well. Listen well and you’ll increase sales and customer loyalty. LISTEN to the customer.


Improve Customer Experience with the Help of These 4 Teams


When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it.


More Customer Effort Drives Customers Away - Transforming the Customer Experience

Kristina Evey

More Customer Effort Drives Customers Away. C-Suite – Question for you : I’ll never tell you NOT to delight your customers, but what would happen if you focus MORE on reducing the EFFORT your customers have to make when working with you?


What a Customer First Strategy Is (And what it’s not!)


Everyone is talking about customer first strategies and why they are important. He spoke about the differences between customer focus and customer centricity and the often times confusion between the two terms. What a Customer First Strategy is not.


Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. How strategies vary across regions based on maturity and customer expectations.

Strong Emotional Connections = Great Customer Experiences!

Wired and Dangerous

How can you make a strong emotional connection with customers? There are several common components we find that deliver the “special” feeling to customers that bring them back and causes them to advocate for your business. Are you using the customer’s name every time?


Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences


At Kayako, we do our best to understand not just our customers’ needs, but their customers’ needs, as well. Customers hate putting in effort to get problems resolved. Becoming customer-centric will be the goal of most businesses this year.


Customer Centricity is MORE than Customer Experience

Michelli Experience

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer. Whereas, customer experience is a set of customer perceptions forged across all their interactions with your brand. Customer-Centric Even If Customers Don’t Know.


Customer Centricity | Infographic

Michelli Experience

A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Customer Centricity | Infographic appeared first on Joseph Michelli. __. Joseph A. Michelli, Ph.D.


How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

C A S E S T U D Y How Real-Time Customer. Customer-Obsessed. WENDY POCHOP, DIRECTOR OF CUSTOMER. Customer Needs at Scale. Historically, they had no way of measuring customer happiness. In most cases, they had to rely on customer. Turning Customer Feedback.

How to Use Continuous Improvement Strategies for Customer Experience Improvement


In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Important Questions to Ask in Improving Customer Experience.


Why Are Customers So Rude, Stupid, Entitled? (Or Important!)


So, what are some of the top questions being asked about customers? Typing in “Why are customers” into Google brings up four top search terms… with some telling results for everyone working within customer service. So – are customers actually rude, stupid or entitled?


The Future of Customer Experience Delivery

Michelli Experience

I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. Currently, companies like Amazon win customers through the selection, price, and ease involved in the shopping process.


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?


The Customer Journey DOES NOT EQUAL The Customer Lifecycle

Kerry Bodine

A customer journey is related to —but is not the same thing as—a customer lifecycle. Here are two main differences: Customer journeys align with your customers’ goals or tasks. But just as with B2C, these goals and tasks are on your customers’ to-do lists.


7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

Customer Resolution 2017 – Perfect Experiences {Infographic}

Michelli Experience


How To Capitalize On Customer Feedback


One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to give feedback to brands they have done business with and some, in fact, are eager to do so! How to Collect Customer Feedback.


Customer Experience Lessons from a Crew Regatta -

Kristina Evey

Customer Experience Requires Teamwork. There are so many different ways that each of these positions work into the overall Customer Experience. Keep in mind that the customer never experiences your company silo by silo, but across silos. Customer Experience Management Leadershi


Upgrade Your Customer Support Rep to a Customer Support Professional


The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.


Executive Report: The Customer Data Too Often Overlooked by the C-Suite

INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. the customer base.

Do Your Customers Experience Your Values?

Wired and Dangerous

When Dr. Nido Qubein assumed the presidency in 2005, he shifted the focus to the experience of their customer—the student. Can your customers experience your values in their experience of your service? High Point University is a private college in High Point, North Carolina.


Do You Show Trust to Your Customers?

Wired and Dangerous

After the request was granted and charges placed on the customer’s credit card, she called the General Manager to rave about their willingness to trust her. “I The power of trust is that it creates more–show trust to customers, they’ll trust you back.


The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service


It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!


Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)


I must confirm that the focus of my blog is not switching from Customer Experience to travel! Firstly, the customer gave the restaurant a rating of three – higher than I would have expected in relation to the content of the review. The post Customer V Owner – Who wins?


How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

Customer Relationships A Better Path to Happy Historically, Plansource used annual satisfaction surveys. and staff insight to gauge customer satisfaction. customers that translated to a daily gauge of customer. Customer surveys were. cares deeply about our customer.

Using Customer Intimacy with Today’s Wild & Dangerous Customer

Wired and Dangerous

The service tide in which we’ve all been swept up makes it imperative that we pay increasing attention to whatever it takes, one-on-one and one-by-one, to earn the love and loyalty of our customers.


How Adaptable is Your Customer Journey?

Wired and Dangerous

You can check out wherever you like.” Do your customers get service their way, on their schedule or are they shoehorned into complying with your service procedures? Would your customers label you “elegantly adaptable?”.


The Subtle Differences Between Customer Support and Customer Service


The term ‘customer service’ evokes nostalgia for sales clerks in long aprons in country town emporiums. Some see it as the old-fashioned version of customer support. Many people can’t distinguish between terms ‘customer support’ and ‘customer service’.


Customer Effort: How to Make Things Difficult for Customers, by Premier Inn


This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. It must be the customer’s fault.


Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Customer Experience Excellence – The Science and the Craft {Infographic}

Michelli Experience


When Customer Service Creates Customer Validation


Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.


{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Human Performance Joseph Michelli Client Experience Design Customer Experience Design Differentiation Leadership The Michelli Experience United


Nailing the Numbers – Your Future Equals Your Customer {Infographic}

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value General Human Performance Joseph Michelli Attention Customer Experience Consulting Customers Leadership Service-Centric Strategic Planning The Michelli Experience


The Book of NPS

Chapter 3: Customer Feedback for Maximum Impact Chapter 4: NPS and Your Industry Conclusion: Let Your Inner Cult Leader Shine 46 “A brand is not what you say it is. In 2018, you are a customer-obsessed company, or you are lagging behind your competitors who are. Your customer responds.

A Dozen Crazy Customer Touchpoints Translated


No matter what language they speak, there’s typically a barrier between the language brands use internally and the language customers use while trying to get something done. A Dozen Crazy Customer #Touchpoints Translated! Do you have a customer journey map?


Reduce Repetition with an Omnichannel Customer Experience


Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Data-driven routing improves the customer experience immediately.


5 things we learned developing customer personas

Vision Critical

Better customer experiences drive repeat business—but how do you deliver a great experience without knowing your customers first? For many companies, the first step to providing a more seamless and personalized experience at scale is to create customer personas.


Develop and Commit to a Set of Core Values to Elevate Customer Experience

Customer Bliss

There’s an increased focus on customer experience these days, and many companies are just beginning to implement a customer experience process. Prove That You’re Customer-Focused to Increase Trust.


Customer Experience Strategy: How to Measure the Immeasurable

How do you go about creating an awesome customer experience strategy that works for your own customers Take a second to reflect on the brands you love.