INDUSTRY INSIGHTS YOUR PEERS ARE READING
Customer ExperienceLessons Learned Through Laughter. MORE
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like. MORE
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. MORE
Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. But the fact is, one customer’s negative experience can seriously damage a company’s reputation. MORE
We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers. MORE
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Consider a native app with special features to improve engagement, customer stickiness, and overall service. MORE
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Customer Retention by the Numbers. Customer retention statistics: More than 6 in 10 U.S. MORE
I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. MORE
You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. MORE
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There’s a huge opportunity here and now to rescue customers, to nurture customer rescue artists, who are available. MORE
Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience MORE
How does Customer Success do this? First, understand your customer. Then, together with your understanding of their organization, culture and your customer journey (ie. Customer experience Customer Service Customer Success customer service customer success customer support MORE
As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative. MORE
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. Make customer observation everyone’s job. MORE
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
But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 4: Retain more customers. MORE
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In other words, are you leading morale for great customer service? MORE
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. Customer onboarding. MORE
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? MORE
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . Customer Service Online Surveys MORE
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. It is true that without satisfaction, customers will not return to a hotel or restaurant. MORE
Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. The landscape of customer service has been re-contoured. What has caused customers to be so different? MORE
Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience MORE
Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. MORE
The importance of customer satisfaction is generally taken for granted. If you don’t have a solid understanding of why customer satisfaction is important, you risk undervaluing it. Here are five reasons why customer satisfaction is important. MORE
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn. MORE
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. MORE
What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. Customer-to-customer interactions. MORE
In today’s hyper competitive market customers long for organizations they can trust. The kind of experiences that take the customer’s breath away! . The customer derives a consistency from which they draw trust. MORE
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience MORE
There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. It’s time to eliminate these customer-free zones. MORE
Customers Related Topics GetFeedback
DECEMBER 21, 2018
Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Customer Retention by the Numbers. Customer retention statistics: More than 6 in 10 U.S.
Vision Critical
JUNE 27, 2019
As business and technology evolve, it’s vital that companies move from being business-driven, product-driven, or sales-driven to being customer-driven. Customers have more platforms on which to voice their opinions and share their experiences, positive or negative.
GetFeedback
DECEMBER 26, 2018
Do you really know how your customers feel about your products and services? How about the quality of your customer service? The only way to really find out is to ask, which is why so many companies measure customer satisfaction regularly. Customer onboarding.
GetFeedback
NOVEMBER 20, 2018
Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. But the fact is, one customer’s negative experience can seriously damage a company’s reputation.
TechSee
JULY 18, 2019
You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions.
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Omnicus
OCTOBER 4, 2018
Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience
Kristina Evey
DECEMBER 5, 2017
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.
Kayako
AUGUST 7, 2019
Customers enjoy doing business with companies that are easy to work with. The Ubers and Amazons of the world are constantly setting the gold standard in terms of what customers should expect from businesses, making consumers very aware of what great customer experiences should look like.
CloudCherry
JULY 10, 2019
What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. Customer-to-customer interactions.
Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.
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IntouchInsight
JUNE 19, 2019
In this recap of Forrester's CX NYC conference, we share what analysts and top brands are saying about the importance of humanizing the customer experience
Kayako
APRIL 15, 2019
We had the pleasure of hosting customer service and experience expert, Shep Hyken earlier this month for a half hour Q&A session on why customer experience matters so much and what businesses must do to create the best experiences for their customers.
Kayako
JULY 18, 2019
How does Customer Success do this? First, understand your customer. Then, together with your understanding of their organization, culture and your customer journey (ie. Customer experience Customer Service Customer Success customer service customer success customer support
GetFeedback
FEBRUARY 15, 2019
Companies frequently designate customer experience (CX) as the most exciting opportunity for their business, according to the Digital Marketing Trends Report. Successful customer experience strategies will lead to greater customer satisfaction, higher revenue, and diminished customer churn.
Kayako
JULY 11, 2019
Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. In other words, are you leading morale for great customer service?
Kayako
JANUARY 17, 2018
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.
GetFeedback
JUNE 3, 2019
While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . Customer Service Online Surveys
ijgolding
OCTOBER 17, 2017
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.
Wired and Dangerous
APRIL 29, 2019
Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. The landscape of customer service has been re-contoured. What has caused customers to be so different?
ijgolding
NOVEMBER 22, 2017
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?
Kayako
MARCH 29, 2019
Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.
Omnicus
AUGUST 13, 2018
Customer ExperienceLessons Learned Through Laughter.
Vision Critical
SEPTEMBER 26, 2018
But before you can grow, you need to keep a pulse on your customers. It’s the only real way to future-proof your business, writes Scott Miller , CEO of Vision Critical: “In this landscape, the voice of the customer has never been more critical. Strategy 4: Retain more customers.
Wired and Dangerous
JULY 23, 2019
In today’s hyper competitive market customers long for organizations they can trust. The kind of experiences that take the customer’s breath away! . The customer derives a consistency from which they draw trust.
C3Centricity
MAY 20, 2019
Every industry strives to improve their customers’ experience with their products and services. Adopting a customer first strategy is therefore in many company objectives. It is true that without satisfaction, customers will not return to a hotel or restaurant.
Customer Bliss
JUNE 12, 2019
In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. There’s a huge opportunity here and now to rescue customers, to nurture customer rescue artists, who are available.
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
TechSee
OCTOBER 9, 2018
This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Consider a native app with special features to improve engagement, customer stickiness, and overall service.
C3Centricity
OCTOBER 22, 2018
I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1.
C3Centricity
JULY 1, 2019
One of the best ways to a deeper understanding of your customers is to watch and listen to them whenever you can. Customer observation is a powerful, but unfortunately too often an under-utilised tool of marketers. Make customer observation everyone’s job.
Omnicus
SEPTEMBER 5, 2018
Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience
ShepHyken
JULY 31, 2019
There’s often a disconnect between organization leaders and customers. Leaders live in a customer-free zone where they don’t interact with customers on a daily basis and therefore don’t know what customers most desire. It’s time to eliminate these customer-free zones.
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