Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 236

Banking Customer Experience Self Service Financial 236

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Education Services Group

OCTOBER 27, 2020

This year’s virtual TSIA Interact was certainly no exception, with three days of sessions from TSIA researchers and industry-leading companies like Salesforce, Okta, Oracle, SAP, Cisco, Aruba, HPE, and Genesys, and even a session led by ESG CEO Michael Harnum. Brad Davis, Digital Customer Success Manager.

Interaction 52

Interaction Conference Customer Journeys Customer Success 52

Kerry Bodine

AUGUST 21, 2020

In-person training won ’ t be back for a while… But the need to understand your customers’ behaviors, needs, and expectations remains as important as ever. To help you drive critical customer-centric decision-making in your organization, I’m hosting two more Virtual Journey Mapping Bootcamps in 2020: October 7 & 8 .

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

ShepHyken

JANUARY 20, 2021

So, here’s the question to consider: What small change will enhance the experience for the customer, even if it is just by 1%? My friend and client, Jason Bradshaw of Volkswagen in Australia, was tasked with improving the customer experience for the VW dealerships. What happens when a customer calls? Now prioritize. Start there.

Customer Service 156

Customer Service Customer Journeys Exercises Touchpoint 156

Kerry Bodine

APRIL 19, 2020

That means the need to understand your customers’ behaviors, needs, and expectations is greater than ever. To help you drive critical customer-centric decision-making in your organization, I’m hosting a Virtual Journey Mapping Bootcamp on May 19 & 20, 2020. . Your registration includes: Two days of interactive lectures.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Interaction 177

Experience Investigators by 360Connext

APRIL 25, 2023

“We believe in a customer-centric culture!” “Our Our values include putting the customer in the center of everything we do.” “We We are committed to being customer-centric.” You or maybe your organization may have adopted similar mottos or share the term “customer-centric culture” as a guiding principle. Sound familiar?

Customer Centricity 143

Customer Centricity Culture Contact Center Customers 143

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research. What is customer research, really? Simple, right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? How about customer empathy? We know that the best brands in the world create empathy for both employees and customers. Think about your best experiences as a customer. Think about your best experiences as a customer. Employee empathy? So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 192

Financial Trends Self Service Customer Experience 192

Experience Investigators by 360Connext

JULY 12, 2022

What does building a Voice of The Customer (VoC) program from the ground up look like? Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. What are Customer Listening Posts? What feedback to gather.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Horizon CX

JUNE 10, 2022

The customer journey map (CJM) is a useful and crucial tool to help businesses uncover and visualize the experience their customers have when interacting with the brand from the customer’s point of view. That last underlined phrase underscores the criticality and validity of the customer journey.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CSM Magazine

MARCH 25, 2024

“The customer is always right” is a timeless phrase. But if your customer is being unreasonable, or worse, abusive, should you simply hang up? Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Here we explore this complex issue.

Policies 52

Policies Call Center Exercises Contact Center 52

Alida

MARCH 8, 2018

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. Vision Critical is no exception. Be inclusive. Be collaborative.

Customer Journeys 150

Customer Journeys Exercises CRM Feedback 150

Experience Investigators by 360Connext

JUNE 8, 2021

Many organizations are benefiting from leveraging machine learning and artificial intelligence tools to isolate data points that can help predict next actions and future customer desired outcomes. What can a business leader do to look ahead and predict future customer behavior? How to Look for & Consider Customer Experience Clues.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Beyond Philosophy

FEBRUARY 8, 2024

I wanted to start this week’s issue with this exercise because it denotes the importance of language and the words we use. Language is essential to your customer experience , so today, I thought we could examine why. Making people aware of how they say things affects the customer’s perception. I felt that way, too.

How To 78

How To Exercises Video Policies 78

Comm100

AUGUST 29, 2021

As storefronts have evolved, so too has customer service. Now more than ever, customers are empowered to expect more from businesses and get more in return. Customers expect flexibility across channels and a consistent experience no matter how they reach out. Be customer centric.

Omni-Channel 130

Omni-Channel Customer Service Strategies Training Customer Service 130

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Kustomer

SEPTEMBER 4, 2023

If managers can learn how to train well from the beginning and eventually shift to customer service coaching, then anxiously micromanaging employees can become a failed tactic of the past. In this blog, we explore what we really mean by customer service coaching and its role in a successful CX strategy.

Customer Service 98

Customer Service Training Exercises Feedback 98

Kustomer

FEBRUARY 17, 2022

Customer support can be a selfless and unforgiving job, and if you forget to practice self-care, burnout will inevitably be on the horizon. What Is Customer Service Burnout? Customer support jobs are stressful due to time pressures, complex problems and potentially frustrated customers.

Tips 97

Tips Customer Service Exercises Omni-Channel 97

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Customer Success 90

Customer Success Management Exercises Social Media 90

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Numerous studies have shown that customers are willing to pay more money for good service.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Seaton CX

JANUARY 17, 2024

Before you invest in creating a customer journey map, there are a few questions you should ask yourself. You’re challenged to control or reduce costs while simultaneously improving agent retention and customer satisfaction—in an environment of rapid technology innovation and evolving customer expectations.

Customer Journeys 52

Customer Journeys Contact Center Comparison Exercises 52

CX Journey

JUNE 20, 2018

Communication is important to any relationship, and it's no less important in the relationships that businesses have with their customers. Sadly, communications are often an overlooked piece of the customer experience and the overall customer experience strategy. Customer experience is not customer service.

Customer Journeys 140

Customer Journeys Communication Exercises Fashion 140

Kerry Bodine

JULY 11, 2017

Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. Here’s how it works: the customers capture each interaction—each touchpoint—on a separate yellow sticky note, and then place those sticky notes on a paper continuum from “least useful” to “most useful.”

Customer Insights 199

Customer Insights Customer Journeys Exercises Touchpoint 199

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong. Develop a company language lexicon.

Customer Experience 264

Customer Experience Self Service Customer Service Hospitality 264

Beyond Philosophy

JANUARY 29, 2022

Anna wants to operationalize journey mapping to make their Customer Experience more customer centric. Perhaps more importantly, she wants these improvements to prove practical and effective rather than viewed as a “soft and fluffy” exercise that is not practical for the organization to continue to support.

Customer Journeys 97

Customer Journeys Exercises Return on Investment Customer Centricity 97

Kerry Bodine

MAY 1, 2017

In this interactive workshop, we’ll help you examine your organization’s brand from the outside in and analyze how it’s currently expressed to customers across their entire journey. Over the course of a day, we’ll walk you through typical journey mapping exercises and show you how to facilitate each one.

Customer Journeys 120

Customer Journeys Customer Experience Exercises Course 120

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Kerry Bodine

SEPTEMBER 26, 2016

Join us for a hands-on customer journey mapping workshop in the heart of San Francisco! Whether you’re just getting started with customer journey mapping or looking for a methodology refresh, our two-day interactive workshop will help you develop the skills and know-how you need to effectively employ journey mapping within your organization.

Customer Journeys 120

Customer Journeys Exercises Tips Course 120

Magellan Solutions

JULY 20, 2023

These intelligent conversational agents simulate real-life interactions, allowing learners to engage in lifelike dialogues and receive immediate feedback. Users can practice their language skills by engaging in conversational exercises with the chatbot. The chatbot utilizes AI algorithms, providing realistic and interactive dialogues.

Communication 94

Communication Tools Chatbots Exercises 94

CX Journey

JUNE 20, 2017

In this first part of a two-part series, I'll outline some important ways to ensure that your company is putting the customer at the center of all it does. For customers, right? To create and to nurture a customer, to be specific. If you haven’t yet started to focus on the needs of the customer, where should you begin?

Customer Journeys 164

Customer Journeys Exercises Customer relationships Touchpoint 164

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Feedback is crucial, but brands must pay attention to customer data and not waste their time. While customer surveys have increased, customer survey response rates have decreased. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 78

Telecommunications Customer relationships Communication eBook 78