Can You Afford NOT to Offer a Lifetime Customer Experience Warranty?

Wired and Dangerous

Lifetime warranties are a common feature of the product world. Lifetime warranties, as opposed to limited warranties, are designed to be bold statement communicating confidence in a product. What would a lifetime warranty look like for a customer service experience?

Measuring Customer Service Performance: Lifetime Customer Value

CSM Magazine

Don’t we all wish that customers came with a lifetime guarantee? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Can Any One Contact Center KPI Boost Customer Lifespan? Customer Effort Score (CES).

4 Ways To Preserve Customer Loyalty When Call Volume Spikes [SlideShare]

BlueOcean

From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. Customer Service Outsourcing Lifetime Customer Value

Episode #2 – The ROI of Focusing on the Customer Experience - Transforming the Customer Experience

Kristina Evey

This episode focuses on the ROI of the Customer Experience using real world examples. Using the lifetime value of your customer is extremely important for everyone within your organization. If you don’t know your average lifetime customer value, I’ll walk you through how to determine that number here and what it can bring or cost your company. This episode focuses on the ROI of the Customer Experience using real world examples.

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When The Customer Is Wrong – Should The Business Be Right?

Michelli Experience

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer.

Delivering Customer Experiences that deliver Value

CloudCherry

You might think that your business is delivering great experiences to customers, but are customers actually finding value in it? Merely investing in a Customer Experience Management tool doesn’t suffice. Bridge customer comments with their actions.

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*

Wired and Dangerous

It is always important and never more so than in today’s tough economy to make sure customers know unmistakably that you do not take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?

Demystifying customer experience

Customer Enthusiast

I was recently asked to clarify some service industry terminology that’s being used, often interchangeably, to describe customer experience. Customer experience (CX) is the product of any interaction between an organization and a customer.

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To drive meaningful customer experience improvements, start with your why

Vision Critical

Customer Experience (CX) is a messy space. Seasoned managers know that CX business cases can fall over despite listening intently to the voice of the customer. It’s about loyalty economics: we can reduce churn and improve lifetime customer value. Customer Experience CX

Episode 004 – It’s All About the Money - Transforming the Customer Experience

Kristina Evey

It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. Back in 2015, customer relationships were ranked =THIRD of top challenges for CEOs, stated by AMA in 2016.

Episode 4 – It’s All About the Money - Transforming the Customer Experience

Kristina Evey

It’s 2018 now… that means that 89% of companies are aware of CX, what it is, and are trying to use it as the tipping point to gain customers. Back in 2015, customer relationships were ranked =THIRD of top challenges for CEOs, stated by AMA in 2016.

Happy Holidays from Blue Ocean

BlueOcean

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. Which Customer Service Predictions Came True from 3 Years Ago.

CX Tech to Grow Your SMB in 2018

Smarter CX

Creating a great customer experience (CX) is one of the most effective business objectives you can set for your small or medium-sized business (SMB). However, there’s a limit to the type of customer experience you can build without technology. SMB Customer Experience

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. She has successfully designed and implemented customer-focused initiatives and creative customer engagement programs across multiple sectors of technology.

When things go wrong, how should you make it up to your customers?

NewVoiceMedia

No company wants to fail their customers, but at some point it’s going to happen. You’re going to mess up, or bad luck will mess you up, or a supplier will mess you up in the eyes of your customer. Solving an issue with a customer isn’t about fairness or justice.

Help Customers on the Support Journey and up the Loyalty Ladder

Kayako

Think about your ideal experience as a customer. When customer service is like that, you don’t think about excessive effort, and endless back and forth communications. Why is context missing from customer support journeys? Asking the customer less.

7 Tips to Maximise Your E-Commerce Customer Service

ProProfs Chat

All those opportunities will only come knocking at your door when you nurture your existing customers by providing best customer service. Your competitors are smart, and they are always going to try and pry your customers away from you. Providing the best customer service will.

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Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

BlueOcean

And a partner can make decisions with a comprehensive understanding of what’s important to your organization and your customers. These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. She has successfully designed and implemented customer-focused initiatives and creative customer engagement programs across multiple sectors of technology.

How to Create Customer Journey Maps That Work

CSM Magazine

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments. They can be for internal and external customers.

Why Community Is Essential to Your Digital Customer Support in 2018

Verint

Serving customers with excellence is imperative in today’s highly competitive, fast-moving world. Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” While better customer service was naturally front and center at such an event, what we also examined was how communities can help build customer loyalty and brand trust.

Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments. They can be for internal and external customers.

Creating Customer Journey Maps that Work

Up Your Service

Many organizations are using customer journey mapping to understand and improve the experience of their customers. What is a Customer Journey Map? Journey maps may be created for various customer segments. They can be for internal and external customers.

7 Ways Customer Service Can Support Sales

Tricia Morris

If your brand focuses on consistent and authentic customer service and engagement both before and after the sale, a one-time customer can become a lifetime customer who also creates additional customers. Here are seven ways customer service helps support sales: .

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Building a Future-Proof Customer Experience Strategy

Bold360

Gone are the days where companies can approach customer experience through a single lens. Each customer is different and what they expect from the companies they do business with can also vary widely. So the question is — how do you create a digital customer experience and support strategy that will work for today and the long-haul. This is where many companies are falling short in this new era of customer experience.

Five Ways to Create Customer Loyalty

ShepHyken

It’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty.

Measuring ROI of Customer Centricity-Changes in Customer Value

CCO Council

Customer executives are regularly challenged to prove the value of their initiatives. To effectively demonstrate value, customer executives need to show how their customer initiatives impact one or more of these key factors. In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement.

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Three Ways to Get More Value from Your Workforce Optimization Platform

Avaya

The most significant change is that the customer experience is now a key driver of your brand. Each customer relationship starts with a single interaction and lasts the entire customer journey, and that journey could last decades. Leverage Data from Customer Interactions.

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

ijgolding

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. I carried on as a happy Enterprise customer.

How to combine science and emotion for Customer Experience success

Thematic

Recently we spoke to Customer Experience (CX) legend Maurice Fitzgerald, the former VP of Customer Experience at HP, author of 4 books on the subject of customer experience strategy and Net Promoter Score, and global keynote speaker. Best books on customer experience?

The Rise of the Customer Insight Business

CSM Magazine

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that.

The Evolving Chief Customer Officer: Identifying Value, Authority, Scope, Responsibilities, and Strategic Direction Within the Enterprise

Beyond Philosophy

In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today. They are; Customer Experience and Value Optimization. Customer Insight, Data and Action Generation. Customer-related decision making is now knowledge-based, replacing intuition and guesswork.

5 Top Customer Service Articles For the Week of December 26, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service.

How to live happily ever after with your customers

LiveChat

A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. Truly know your customers and tailor communication. “If

Customer Engagement Strategies: How to Live Happily Ever After with Customers

LiveChat

A customer fell in love with your product, you made a deal, signed a contract, and now you both hope for many years together. But along the way, it’s easy for a customer to be amazed by the competition and try their service. Customer engagement strategies. So it happened.

Sales skills every salesperson should master

LiveChat

The attitude you give out to a customer is the same attitude you will get back. If you love to sell, customers love you back. If you don’t like what you do, customers can see it, and they’re less likely to buy from you. One push too much and a customer can resign.

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Top 10 Ways to Build a Customer-Centric Organization & Profitable Business

Pretium Solutions

Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. Focus on Generating Customer Loyalty.

Top 10 Ways to Build a Customer-Centric Organization & Profitable Business

Pretium Solutions

Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. Focus on Generating Customer Loyalty.

Top 10 Ways to Build a Customer-Centric Organization & Profitable Business

Pretium Solutions

Satisfied customers aren’t enough. To drive profitability you must generate customer loyalty and orient your entire organization around that mission. Real customer loyalty is not a short-term proposition; rather, it is a long-term commitment to your products or services, company or brand. In order to create and build Loyal Promoters and improve customer retention , your company must be customer-centric. Focus on Generating Customer Loyalty.