152 
How to Improve Customer Engagement
Lumoa
AUGUST 24, 2020
What is customer engagement, how do you measure it, and most importantly how do you improve it? Learn everything you have to know about customer engagement. Feed generated with FetchRSS
Customers Related Topics 
5 Ways Support Teams Can Prepare for the COVID-19 Holiday Rush
GetFeedback
NOVEMBER 1, 2020
How to provide the best customer service and support during this unprecedented holiday season. Guides
Join
144,000+
INSIDERS
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
4 Ways To Avoid a Disjointed Customer Journey
Interactions
OCTOBER 8, 2020
Think back to a bad customer experience that you’ve had. Whatever your story, there’s probably a common underlying theme: a disjointed customer journey. And if you’re thinking, what does a disjointed customer journey have to do with a rude agent? Customer Experience
10 Top Tips for Avoiding Complaints and Managing Them
Helen Dewdney
NOVEMBER 12, 2020
Search well and you can find lots of help in improving your customer service and experience, sales etc. Perhaps a customer is best placed to advise you on how to improve the customer experience and show who you are missing when you gain feedback and how you can improve your sales.
The Connected Journey: Developing your Empathy to Strengthen Strategies for Customer Relations
Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises
It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.
Building the Mindset to Lead with Intention
Russel Lolacher
MAY 24, 2020
How can you possibly serve the needs of your employees or customers if you don’t do it with purpose and with an understanding of what’s truly important? To have leaders who act with intention is essential for a healthy organization, whether that business is made up of one or thousands of people. You can’t if you don’t have the right mindset. To be prepared, there are ingredients we all need to add to our daily routines.
|
What a Customer First Strategy Means Post Pandemic
C3Centricity
AUGUST 17, 2020
Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard.
The New Qualities for Customer Service Excellence
C3Centricity
AUGUST 3, 2020
The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?
Are You Delivering “Comfort and Joy” to Your Customers?
Customer Bliss
NOVEMBER 18, 2020
Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions.
Customer Service vs. Customer Experience: What is the Difference
Lumoa
AUGUST 10, 2020
Customer service and customer experience are vital for long-term business success. Customer service is an important piece of your overall customer experience, and customer experience is the key driver of customer loyalty. Feed generated with FetchRSS
Customer Communities Elevate the Customer Experience
Speaker: Rachel Happe
An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.
|
7 Ways to Deliver Awesome Customer Service
C3Centricity
MARCH 31, 2020
How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. I can’t understand why any organisation would still have trouble offering superior customer service when there are so many great examples they merely have to copy. Me : “ Is TomTom just trying to irritate a long-standing customer?
A Boring Customer Service Experience—That’s What Our Customers Want
ShepHyken
JULY 29, 2020
Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.
7 Reasons for Failure When Adopting a Customer First Strategy
C3Centricity
MAY 11, 2020
By now, every CEO knows that a stronger customer focus is the answer to many of their business challenges. Why therefore do so many companies still struggle to adopt a customer-first strategy and culture? I provide answers to the seven main reasons why companies fail to adopt a customer first strategy; which one are you struggling with today? The CEO needs to ask the awkward questions to ensure everyone is embracing a customer-first strategy.
Promoting Customer Success with Diverse Learning Channels
Speaker: Chrissy Irvine, VP Customer Success, SmashFly, and Hannah Leary, Customer Success Operations Specialist, SmashFly
Whether it’s standing in line at the grocery store or in their Customer Education program, it’s no secret that today’s customers often seek out self-service options. Tune in to learn how (and when) to blend on-demand and instructor-led training, and discover why customer success and scaled education programs go hand-in-hand.
Customer Experience Indexes: Modern Thinking
ClearAction
AUGUST 19, 2020
Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.
Listening to Customers Tells You Everything You Need to Know… - Transforming the 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. About 70 % of all lost customers left because they didn’t feel valued or felt the service experience was lacking. LISTEN to the customer. The customers that voiced their issues will know you listened to them.
Product Teams: Help Your Company Navigate COVID-19 With This One Simple Process.
Gainsight
APRIL 16, 2020
Much worse, companies are at high risk of losing the customers they already have. The number one imperative for every company right now is retaining their customers. . There are lots of critically important things that product teams can do to help with retention during this period, including: Provide detailed adoption data to spot trends and identify at-risk customers. If a customer encounters a bug, it should be escalated through support in the usual way.
Millennial Generation Customer Service – The Ultimate Guide
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.
3 Reasons to Prioritize On-Demand Customer Training
Advertiser: Skilljar
On-demand training is a powerful tool you can leverage to support new customer onboarding and ongoing education through the customer lifecycle. In this eBook, we’ll delve into the 3 key benefits of on-demand training for your customer onboarding process.
How to Improve Customer Centricity in Hospitality
C3Centricity
JUNE 8, 2020
After all, the hospitality industry should be highly customer centric, as it relies on satisfying its guests. They both (should) have their customers at their heart. As the world changes, customer demands are changing too and companies need to stay current, if not ahead of these demands, in order to ensure continued growth. Having additional control of our lives today, means that customers are re-evaluating what they are offered.
Best Customer & Employee Experience Design Books 2020 2021 List
eglobalis
NOVEMBER 14, 2020
Best Customer experience and Employee Experience experience Design Books of 2020 2021 List. The post Best Customer & Employee Experience Design Books 2020 2021 List appeared first on Eglobalis.
Thanksgiving Week Special: A Recipe for Amazing Customer Service
ShepHyken
NOVEMBER 25, 2020
Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. You may care about your customer, but does the customer know it?
Why Positive Customer Experience Increases Customer Retention
NICE inContact
OCTOBER 10, 2019
If ice cream flavors were brands, I’d be a die-hard customer devoted to The Mint Chocolate Chip Company for life. Talk about customer retention. Customers who have positive associations with a brand are more loyal because they know they can rely on that brand for a positive experience. Customers have experiences with brands, and those experiences inspire positive or negative emotions which guide the customer the next time he or she is deciding between one brand and the next.
Busy Season? Keep Customers Satisfied with Great Support
Advertisement
A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.
Are You Delivering Great Customer Experiences?
Wired and Dangerous
NOVEMBER 16, 2020
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 cause them to advocate for your business. How customer-friendly is your technology?
Customer Service Fact #1 – Tip #17
Steve DiGioia
SEPTEMBER 24, 2020
Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.
10 Customer Service Transformations That Can Overhaul Your Customer Experience
Micah Solomon
OCTOBER 11, 2018
The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Here are 10 truly transformational steps that I often suggest to my clients (as a customer service consultant), that can make deep and lasting change for your company or organization.
Be Hungry for Negative Feedback
Zeisler Consulting
SEPTEMBER 24, 2020
The topic of the Voice of the Customer (VoC) has many branches and sub-categories. Beyond that there are numerous other methods of collecting the Voice of the Customer: market analyses, social media (SoMe) monitoring and analysis, competitive comparisons, and of course we can’t forget Walking in the Customers’ Shoes. Your ego may say one thing, but you’ve got to listen to the business (through the Voice of the Customer!)
How to Leverage Quality Management to Transform the Customer Experience
Advertisement
When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.
The Importance of Customer Satisfaction
Lumoa
AUGUST 12, 2019
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. Feed generated with FetchRSS
How Do You Demonstrate Gratitude to Your Employees and Customers?
Wired and Dangerous
NOVEMBER 23, 2020
The Thanksgiving holiday, especially this year, is a great time to stop and reflect on your efforts to ensure your customers feel appreciated for no other reason than they are your customers! We know that today’s wired and dangerous customers are picky, fickle, vocal, and vain*!
Is Your ATTITUDE Attracting Customers?
Wired and Dangerous
OCTOBER 12, 2020
Customers today have changed. 79 percent of customers want their issue to be resolved in one interaction and don’t want to be told what channel they should use. Customers are Vain – they expect personalized service that assures them they are valued by the provider.
Nov 26 – Customer Success Jobs
SmartKarrot
NOVEMBER 26, 2020
Role: Vice President of Customer Success Location: Brooklyn, New York, US Organization: Outlier.org As a Vice President of Customer Success, you will serve as a key member of the leadership team with significant input to company-wide objectives.
How Call Lifecycle Details Help Increase Customer Satisfaction
Advertisement
Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!
Improve Customer Experience with the Help of These 4 Teams
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. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team.
Let's personalize your content