InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 266

Return on Investment Culture Customer Centricity Ecommerce 266

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Project/Program Management.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Steve DiGioia

AUGUST 2, 2021

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. Did I guess right? To educate.

Customer Experience 230

Customer Experience Sports Leadership Customers 230

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

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. It is, but this is good monotony—the kind of monotony our customers like.

Customer Experience 255

Customer Experience Customer Service Hospitality Customer Service Training 255

Steve DiGioia

MAY 11, 2020

He saw me drive up; I know he did – he looked right at me. There’s a simple fact of business; “The boss doesn't pay the employees, the customers do.” But if you don’t perform the work promptly, don’t expect the customer to pay you. RELATED POST: Today’s Generation Just Can’t Give Good Service.

Loyalty 254

Loyalty Feedback Sales Customers 254

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Return on Investment 182

Return on Investment Culture Customer Centricity Ecommerce 182

ijgolding

NOVEMBER 22, 2017

Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. I must confirm that the focus of my blog is not switching from Customer Experience to travel! I am very lucky to live in a beautiful city in the North West of England.

Travel 379

Travel Customers Social Media Banking 379

Retently

JUNE 28, 2023

While the price of your product undeniably affects customer perception, does it also have an effect on satisfaction? Are customers more satisfied with your product if it costs more, and would raising your prices positively impact metrics like Net Promoter Score®? This can affect customer sentiment and satisfaction.

Customer Satisfaction 146

Customer Satisfaction Net Promoter Score Fashion B2C 146

CSM Magazine

MAY 8, 2024

As the digital marketplace keeps growing, standout customer service is what really helps businesses keep and attract more customers. Some stores have set the bar high, not only meeting but exceeding customer expectations, and their efforts have not gone unnoticed. Their approach? Spot-on every time.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Policies Retail 52

Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. Stop for a moment and imagine a customer journey map in your mind. But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journeys 208

Customer Journeys Handbook Tools ROI 208

ShepHyken

OCTOBER 6, 2021

In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” . That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation.

Course 164

Course Customer Service Training Customers Customer Service 164

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. And right next to their display was a shelf of Mexican spices. I love this story for two reasons. We discussed the ownership concept and how everyone can act like an owner or leader. You’re coming with us.”

Insurance 102

Insurance Customer Service Training Meeting Leadership 102

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

TechSee

MARCH 28, 2023

Generative AI is generating a lot of hype, and with good reason. This technology will be revolutionary for the service industry. The key reason that we are all talking about AI is that ChatGPT has been made simple, very accessible, and easy to use. Couldn’t make the entire webinar? Is Generative AI practical? Is it practical?

Call Center 109

Call Center Chatbots Technology Self Service 109

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. First Direct Bank began in October 1989 (a tough time to start a bank, right?) Be Where Your Customers Are.

Case Study 148

Case Study Banking Study Hospitality 148

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. And, that’s a pretty big difference, but not to the customer.

How To 168

How To Hotels Hospitality Transportation 168

ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 133

Customer Service Loyalty Programs Customer Journeys Customer Centricity 133

ShepHyken

DECEMBER 2, 2020

What reasons compel your customers to do business with you? When you’re trying to get your customers to buy into the experience you’re creating for them, it’s the story that will do it. When you’re trying to get your customers to buy into the experience you’re creating for them, it’s the story that will do it.

Customer Service Training 148

Customer Service Training Customer Service Training Customer Focused 148

Talkdesk

DECEMBER 22, 2020

Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software. Best Telecom Services for Call Centers Software. out of 5 stars. ??

Contact Center 139

Contact Center Knowledge Base Call Center Software 139

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. As members migrated toward digital channels out of necessity throughout 2020 and 2021, new habits formed, and the convenience of digital services became apparent.

Banking 130

Banking Financial e-support Wait Times 130

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

CSM Magazine

APRIL 28, 2021

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. But who can honestly say they love their bank, mortgage broker or credit card provider? There’s no reason why financial services firms shouldn’t be as beloved as technology providers, High Street coffee chains or soft drink brands.

Financial 98

Financial Banking Course Wait Times 98

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. Live chat is a customer service widget that allows your questions to be answered effortlessly within the web browser.

Consumers 98

Consumers Self Service Chatbots e-support 98

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The number one reason for this is because it saves them and their customers time.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Customer Service 123

Customer Service Customer Service Training Policies Loyalty 123

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Study 348

Study Transportation Survey Technology 348

Retently

JANUARY 19, 2023

After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. In other words, to be successful, a business has to find a suitable market, define its needs and fulfill them with its products or services.

Measurement 158

Measurement Survey Marketing Effort Score 158

ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. More and more customers are looking for digital and self-service options. It’s simple. Easier wins. Faster wins.

Fashion 125

Fashion Self Service Interaction Airlines 125

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat. What Are the Benefits of Live Chat?

Customer Experience 98

Customer Experience Competitive Advantage Chatbots CRM 98

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

Customer Service 59

Customer Service Self Service Trends Loyalty Programs 59

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. So, even though I know I can get the lure cheaper somewhere else, I appreciate the personalized service and I buy all my fishing gear there.

Advertising 78

Advertising Conference Technology Brands 78

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Loyalty 172

Loyalty Airlines Banking Customers 172

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Customers 78

Customers Examples Comparison Customer Experience 78

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

How To 143

How To ROI Study Customers 143