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.

Treating Loyal Customers Well

Wired and Dangerous

Research shows the cost of acquiring a new customer can be five to ten times the cost of keeping an old customer. Many times organizations lose focus on how their efforts to attract new customers can impact those who have been loyal for many years.

Complaining Customers Are Your Best Customers. But Why?

Comm100

If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. Customers may not bother to complain for many reasons.

Improve Customer Experience with the Help of These 4 Teams

Kayako

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.

Get the Stats- Don’t Become a Tragic Customer Experience Statistic

Get the Stats- Don’t Become a Tragic Customer Experience Statistic. The results are in: only 2% of customers prefer chatbots. Yet 66% of businesses plan to use a chatbot this year, with the intention to improve customer satisfaction. David Sudbey, Chief Customer Officer, Genesys.

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

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.

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Teleflora Business Blossoms with Consistent Customer Experiences

inContact

A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of that process, connecting customers to more than 33,000 member and affiliated florists all over the world. Right off the bat, [we were] answering all the customers’ calls,” Griffith says. “On

Poor Customer Experiences Cost You Money - Transforming the Customer Experience

Kristina Evey

How many customers did you lose today? The answer may lie in the question – How many poor experiences did your customers encounter today while working with your company? But it doesn’t even take that much for customers to leave. Service After the Sale Matters.

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?

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.

Do You Know Your Customer Journey Map & the Emotions Overlay?

C3Centricity

A recent post by John Ollila on Loyalty Lobby about customer journey maps and touchpoints in the leisure industry prompted me to share with you, an experience I had recently with the Hilton Group. Already there, you can see that they have an incomplete customer journey mapping process.

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

Comm100

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?

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

C3Centricity

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.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

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.

Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center

Join Forrester analyst Art Schoeller and Fernando Egea, VP Of Strategic Solutions at Genesys to discuss ways to rethink your customer engagement model, mitigate risk and choose the best path forward. Expert Forum: Choosing the Best Path for Transforming a Legacy Contact Center.

Optimize Your Company’s Business Strategy With Customers In Mind

Customer Bliss

As “customer experience” has become a hot topic and nearly every industry has embraced it as a priority for their business, it is important that it also become united across your organization. Develop your customer experience strategy.

Customer Resolution 2017 – Perfect Experiences {Infographic}

Michelli Experience

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.

7 Steps to Elevate Your Customers' Experience

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

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!

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’.

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

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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.

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.

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

Michelli Experience

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

ijgolding

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?

Culture’s Impact on Customer Experience - Transforming the Customer Experience

Kristina Evey

Definition of Culture – The sum of attitudes, customs, and beliefs that distinguishes one group of people from another. . Corporate culture is rooted in an organization’s goals, strategies, structure, and approaches to labor, customers, investors, and the greater community.

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

ijgolding

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.

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. to Meet Any Custom.

When Customer Service Creates Customer Validation

ShepHyken

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.

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.

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

Upgrade Your Customer Support Rep to a Customer Support Professional

ShepHyken

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.

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.

{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

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.

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.

How Can The Customers Improve Customer Experience?

Customer Guru

What should customers do to claim great customer experience from any business? All this while we have been talking about how companies can improve customer experience. Organisations expend substantial efforts to deliver and improve exceptional customer experience.

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.