InMoment XI

DECEMBER 7, 2022

Customer experience often relates to the long-term relationship between customers and the companies they do business with. Service and support is a key element that defines customer experience, and it frequently generates memorable moments. How Are “Moments That Matter” Determined? How Are “Moments That Matter” Measured?

Analysis 493

Analysis Customer Experience Call Center Experience Call Center 493

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 224

Strategy How To Wait Times Customer Satisfaction 224

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

IntouchInsight

JULY 7, 2023

Providing the same level of quality and service across all locations builds trust among consumers and earns long-term loyalty. Consistency plays a crucial role in building and strengthening a brand's reputation. But in order to develop and maintain this consistency, brands need to routinely inspect their locations.

Loyalty 271

Loyalty Consumers Brands Software 271

Horizon CX

FEBRUARY 29, 2024

In the realm of customer experience (CX), contact centers, and customer service, the way businesses interact with their customers can make all the difference in building long-lasting relationships and fostering loyalty. However, perfunctory service erodes customer loyalty by failing to establish meaningful connections and rapport.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

C3Centricity

APRIL 23, 2024

Anything below a 2:1 ratio is considered not profitable, as the costs to produce and distribute goods/services often mean organizations will break even with their spend and returns. While B2B companies have a slightly lower ROI, they benefit from the long-term value of relationship building and lead nurturing through email.

ROI 226

ROI Marketing Social Media How To 226

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. But, developing a CX strategy that works is much more challenging than simply fine-tuning customer service processes. This is because CX involves many factors that are outside your direct control.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. And the over-all result will be a reduction in FTE with no loss of service or quality. How do you start to compare your in-house apples to those outsourced oranges?

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Experience Investigators by 360Connext

APRIL 2, 2024

Customer Experience Touchpoints Are More Than Transactional Moments In terms of customer experience, touchpoints are more than just transactional moments. Without understanding, sure, the term touchpoint may as well be meaningless business jargon. And for good reason! But, what exactly is a touchpoint? Channels are Not Touchpoints.

Touchpoint 143

Touchpoint Customer Journeys Customer Experience Social Media 143

Horizon CX

DECEMBER 1, 2023

By tailoring its services to meet and exceed customer expectations, Amazon has secured customer loyalty, driving market share growth, and enhancing its overall strategic position. The company positions itself as a provider of premium products and services, and positive customer experience is central to maintaining this brand image.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

TechSee

FEBRUARY 12, 2024

However, many enterprise leaders struggle to balance the long-term transformative value of AI with the need to deliver practical first steps that will demonstrate real-world AI in CX success. Long-term promise will ensure further investment, but only when you can first show initial short-term performance to justify the further investment.

Study 109

Study Training Innovation ROI 109

Retently

OCTOBER 26, 2023

With this feedback, you can make changes and improvements to your product or service. Do it right, and there’s a chance you’ll win back an uncertain customer or earn the long-term respect and loyalty of a valuable client. This kind of feedback has huge short-term value, but it can also “expire” quickly.

Net Promoter Score 148

Net Promoter Score NPS Feedback Survey 148

Experience Investigators by 360Connext

APRIL 2, 2024

Customer Experience Touchpoints Are More Than Transactional Moments In terms of customer experience, touchpoints are more than just transactional moments. Without understanding, sure, the term touchpoint may as well be meaningless business jargon. And for good reason! But, what exactly is a touchpoint? Channels are Not Touchpoints.

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

CSM Magazine

APRIL 15, 2024

Find your next place to live in the City of Angels by reading through our in-depth guide, which covers everything about serviced apartments , from monthly leases to short-term rentals. From monthly rentals to short term lease apartments, you may choose the ideal arrangement to meet your requirements.

Travel 52

Travel Meeting Knowledge Base How To 52

Interactions

MARCH 28, 2024

The best and the brightest CX professionals joined a panel, including our very own Interactions CMO, Peter Mullen , to discuss the dilemma of opting for low-hanging fruit to establish credibility and deliver tangible results swiftly, versus investing in experimentation for revolutionary, long-term advancements. The answer?

Contact Center 62

Contact Center Innovation Consumers Chatbots 62

Middlesex Consulting

FEBRUARY 19, 2024

According to Investopedia, the term market research refers to “the process of evaluating the viability of a new service or product through research conducted directly with potential customers.” This […] The post Market Research Is Not a One-and-Done Process appeared first on Middlesex Consulting.

Marketing 78

Marketing Consulting Feedback Consumers 78

Bill Quiseng

DECEMBER 13, 2021

Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. This week guest blogger Karen Hertzberg offers three QUI strategies to improve your service to keep customers coming back. Excellent customer service is one of the best ways to achieve this goal.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Totango

APRIL 9, 2024

This signifies that fostering an exceptional partnership between CS and sales teams — vital for long-term revenue growth, begins with understanding which customers can derive the highest value from your products and services over time. Is 2024 the year of customer success or sales?

Sales 106

Sales Customer Success Strategy Industry 106

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. Alas, none of these initiatives have worked, at least in the long-term. field services.

Self Service 207

Self Service Customer Service How To Contact Center 207

ShepHyken

JANUARY 15, 2024

Top Takeaways: Shep’s Comment: Some may not see this as a customer service or CX interview. Inviting accountability opens the door to conscious decision-making, enabling individuals to confront their current behaviors, and get better long-term results. I beg to differ. This is about the performance of your people.

Sports 78

Sports How To Exercises Culture 78

CSM Magazine

MARCH 26, 2024

For customer service professionals, rapport is the bridge that connects empathetic communication with successful resolutions, fostering positive experiences that can last a lifetime. Apple has built a strong reputation for providing exceptional customer service and support , which has led to a loyal customer base over the years.

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

Beyond Philosophy

OCTOBER 7, 2021

Rule #1: Think long-term. . Many organizations drive their actions to suit quarterly reporting, sales figures, and profits for this year and, as a result, don’t think long term. However, customer loyalty necessitates thinking long term. All in all, Wells Fargo enjoyed extraordinary short-term results. .

Loyalty 172

Loyalty Airlines Banking Customers 172

CSM Magazine

APRIL 25, 2024

Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. The challenge lies not only in offering unique products or services but also in crafting a distinct brand identity. With the advent of digital technology and social media, customer expectations are higher than ever.

Social Media 52

Social Media Customer Journeys Multi-Channel Touchpoint 52

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. With the rise of AI and automation, new possibilities have emerged for optimizing digital presence across Google search, maps, profiles, reviews, ads, and more. Thank you so much for joining us today.

Brands 111

Brands Data Technology Consumers 111

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth. Here are my top five picks from last week. Well, don’t wonder.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

West Monroe

APRIL 9, 2024

The current focus on money that is chasing rates may prove to be an unsustainable foundation for long-term banking stability. Having a tax-exempt status and fewer commitments like dividends opens the door to maximize operational efficiency by making long-term investments that traditional banks are unable to make in this environment.

Self Service 52

Self Service Trends Banking Financial 52

Bill Quiseng

NOVEMBER 1, 2023

And they’ve done it so often for so long that “CX” has been the traditional term for many business leaders. Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. Why only three? It was number four?

Customer Journeys 97

Customer Journeys Sports Customer Service Training Customer Care 97

ShepHyken

MAY 16, 2023

I like the title of this article, but perhaps a more appropriate title might be: Customer Service Is Like Being Married. The buying cycle for a customer typically includes a little research, talking to a salesperson, making the purchase, and whatever happens after the sale. I always joke about that phrase. And the No.

Customer Service 120

Customer Service Advertising Customer Service Training Sales 120

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. For example, I asked him about the short-term implications of AI, meaning in the next one to five years. Was it for a wedding?

Self Service 88

Self Service Airlines Conference Call Center 88

Beyond Philosophy

DECEMBER 22, 2023

We host Alex Mead , Global Customer Service Experience Director of Alvarez & Marsal ( alexmead@sky.com ), to discuss this crucial topic and its implications for experiences. In this episode, we hear what Mead thinks about AI and the pathways for its utility in experiences in the short and long term. Check it out here.

Consulting 88

Consulting Financial Survey Customer Experience 88

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? I remember the term customer experience being used as a fancy phrase to describe customer service. That included customer service and much more.

Customer Experience 150

Customer Experience Customer Service Gamification Interaction 150

CSM Magazine

JANUARY 30, 2024

In today’s fast-paced marketplace, this vision is a reality for some, and it all centers around the compass of customer service. Recognizing the pivotal role customer service plays in this quest is the first step towards a more rewarding consumer journey. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

Retently

MARCH 16, 2022

As SaaS companies spring up, the essential Customer Success role is being rolled into Customer Service. So, let’s shed some light over the real difference between the Customer Success and Customer Support roles, and why these should be viewed as independent disciplines rather than interchangeable terms.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

CSM Magazine

MARCH 27, 2024

The concept is relevant for all verticals where earnings are based on long-term services (gambling, betting, dealing, binary options, crypto). The concept is relevant for all verticals where earnings are based on long-term services (gambling, betting, dealing, binary options, crypto). It is measured in percentages.

Customer Retention 52

Customer Retention Loyalty Programs Loyalty Advertising 52

Joe Rawlinson

NOVEMBER 29, 2023

National distributors have warehouses across the country to supply pharmacies nationwide through their medical delivery services. Regional distributors focus on specific geographic areas and may provide medical delivery services to local pharmacies. These include national, regional, specialty, and value-added distributors.

Hospitality 78

Hospitality Healthcare Ecommerce Meeting 78

Team Support

MARCH 28, 2024

You must first redefine what customer service means entirely. Catering to Your Customer: When and Where It Matters Today, the power rests in the customers’ hands—you’ve got to meet them on their terms. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52