Customer Satisfaction Versus Customer Loyalty

Comm100

If your business sells goods or services online, then you know that nothing beats having a new customer visit your website and then make a purchase. But, the sale is just the beginning of the journey with your new customer. Not all customers will tell you who referred them.

Handling a Social Media Customer Service Crisis

Who's Your Gladys?

Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Customer Service customer service crisis customer service crisis management customer service trainers in Michigan

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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 Subtle Differences Between Customer Support and Customer Service

Kayako

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’.

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 Service vs. Customer Experience: What’s the Difference?

ReviewTrackers

So many companies are talking about customer experience (CX). They’re creating new positions within their organizations and hiring customer experience representatives. And they’re viewing customer experience as the single most important way for their organization to achieve success.

The 17-second customer experience strategy

Customer Bliss

I’ve been doing customer experience strategy and customer-facing, customers-as-growth-engines work for north of 30 years now. You unite the silos and align the experience around the value of the customer. Customer Experience Strategy, Level 1: The Five Competencies.

How to Become a Leader in Customer Experience | Driven to Delight

Michelli Experience

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors.

Forget Customer Feedback!

Customer Bliss

The customer thinks he’s just given a generic greeting…sort of the other side of “Good morning, how are you?” And, management thinks they have another satisfied customer. The 5 Myths of Evaluative Customer Feedback. What’s wrong with soliciting evaluative customer feedback?

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.

How Does Customer Experience Impact Angry Customers?

BlueOcean

Specifically, remember that moment you contacted customer service because of some error, mishap, or malfunction, only to hang up the phone feeling even more irritated. How can companies transform frustrated customers into delighted ones? Where Customer-Centric Support Begins.

Understanding Customer Experience Management

ReviewTrackers

What is Customer Experience Management? Customer Experience Management (CEM or CXM) is a business and technology term used to describe the process or system for tracking, managing, and organizing every interaction between a customer and a company throughout the customer’s entire journey.

Tactics that Kill Customer Relationships

Who's Your Gladys?

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there’s a fine line between an up-sell and a turn-off. The post Tactics that Kill Customer Relationships appeared first on Who's Your Gladys?

How 6 marketing leaders plan to improve customer experience

Vision Critical

Two-thirds of CMOs are now on the hook for improving customer experience (CX). Just eight percent of marketing leaders have taken the crucial step of auditing and assessing the end-to-end customer experience. But that’s a limited view of the customer experience.

3 Ways to Expand Customer Experience Consciousness

360Connext

This is a particular challenge in customer experience. Not only do you only know what you know – but your customers are each individual human beings, too. The post 3 Ways to Expand Customer Experience Consciousness appeared first on Customer Experience Consulting.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Measuring Customer Loyalty Shouldn’t Be Difficult

Kayako

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. Will faster reply times make a customers more loyal?

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

C3Centricity

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!

Trust Centric Customer Journeys

Wired and Dangerous

Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises.

Customer Experience Labs: Your Strategic Weapon

Customer Bliss

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. What are customer experience labs?

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

Is silo mentality hurting your customer experience?

NewVoiceMedia

Silos may be a great way to store grain, but if you apply this idea to the organization of people, it can damage customer experience. When a customer gets in touch, it should be a seamless experience—a business should reply in one voice, regardless of the channel or department.

Voice of the customer: Your 4-point action plan

Customer Bliss

Customer experience work has been evolving for years, and it’s now on the radar of more execs than ever before. As such, you have a lot of thought leaders out there up-selling voice of the customer plans. But how exactly do you get to voice of the customer correctly?

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Customer Analysis: How about creating a customer room?

Customer Bliss

Customer analysis is no doubt an important topic in CX. We talked a lot about creating a customer room — they call it a CPX studio — which can be a really valuable tool for customer analysis. The power of the customer room: Visual storytelling.

Customer experience improvement program: 2017 assets

Customer Bliss

I know most of you have already started 2017 strategy planning (or finished it), but I wanted to put together a bunch of customer experience improvement program assets in one place. Customer experience improvement program: The basics. Customer experience improvement program: Keynotes.

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The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel

Customer Experience Isn't Just About Customer Service

CX Journey

One of the biggest mistakes that I see made by well-meaning folks in an effort to shift organizational thinking toward a greater focus on customers is the inability to distinguish between customer service and customer experience. What, then, is customer experience ?

Customer Journey Management – it’s not just about the mapping!

ijgolding

Customer Experience is now recognised as a profession – as I am sure many are bored with hearing me repeat over and over again! As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise! A collage of customer journey maps!

Positive customer experience > cost-cutting approach

Customer Bliss

Let’s talk for a second about positive customer experience. Positive customer experience: Do companies “get” it? But customer experience is more important these days, because people have more choices. Let’s talk costs and positive customer experience.

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

ijgolding

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service. Customer Experience. Customer Centricity. Customer Services is NOT Customer Experience. So what is Customer Experience?

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Customer retention: 35 data-backed approaches

Customer Bliss

I talk often about customer experience , but recently I’ve heard from some followers that they’d like a bit more on customer retention. The first thing to understand about customer retention is that obviously it comes straight from customer experience.

The Customer-First Experience: Are Brands Really Prepared to Deliver?

Calabrio

It’s no secret that smart businesses are prioritizing customer needs above all else, and putting the customer first is imperative for them to compete. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

What Makes a Successful Customer Experience Leader?

360Connext

Many of these were clients who were charged with leading customer experience change within large companies. But here I go anyway…my thoughts on the traits a great customer experience leader needs to be, well, great. The post What Makes a Successful Customer Experience Leader?

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

You worked hard for years to build a loyal customer base and now look at you. Your customers are leaving in droves. You stopped doing the things that brought you success and took your customers for granted. 7 Guaranteed Ways to Lose a Customer. Remember, I’m the customer.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates

Handling Challenging Conversations with a Customer Service Focus

Who's Your Gladys?

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. challenging conversations Customer Service Articles customer service training

3 Ways Retailers Can Improve Customer Experience With Their Contact Center

Calabrio

Customer service remains the key difference of brick-and-mortar retail operations. Your contact center is commonly called customer service, but think of it as one big focus group. Customers don’t call to say hi. Blog customer experience customer experience insights retail

6 Customer Service Facts for Every Business

Steve DiGioia

Here are my… 6 Customer Service Facts for Every Business. ~~~~~~~~~~~~~~~~~~. “ I recognize that my paycheck comes from the customers who buy my product or service. ” We are here to serve the customer and to ensure their needs, wants and desires are taken care of.

What IS a Customer Touchpoint?

360Connext

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Welcome Letter/Customer Communications.

Are Your Technology Decisions Killing Your Customer Experience?

Read this eBook to learn how your database technology decisions can affect your ability to deliver either a transformational customer experience or a lackluster, dissatisfying encounter that benefits your competitors, not your bottom line