Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys.

Metrics 130

Metrics Survey Communication Effort Score 130

Experience Investigators by 360Connext

AUGUST 3, 2021

Customer experience leaders often have to celebrate quick wins and show other leaders fast, to earn that next round of support. But I get nervous when people ask me about customer experience shortcuts. Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

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

InMoment XI

JANUARY 10, 2022

These include, but are by no means limited to, insufficient pay, hazardous work environments, and having to put up with belligerent customers. What’s at the Root of the Struggle with Employee Retention? A Quick Note on Employee Burnout, Disengagement, and the Like. 3 Elements of Holistic Employee Engagement.

Employee Engagement 493

Employee Engagement Engagement Employee Experience Connections 493

Experience Investigators by 360Connext

NOVEMBER 17, 2020

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. Seriously – your sons are both very polite and I appreciate it!”

How To 372

How To Airlines Social Media Tips 372

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease. I appreciate you stopping by.

Policies 328

Policies Tips Customers Groups 328

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees.

Employee Engagement 158

Employee Engagement Leadership Engagement Policies 158

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service How To Exceptional Customer Service Examples 116

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response. Today, it’s table stakes.

Customer Service 155

Customer Service Tips Guidelines Policies 155

Experience Investigators by 360Connext

MAY 16, 2023

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. Their virtual assist technologies are often acknowledged by customers.

Technology 207

Technology Video Connections Interaction 207

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Feedback 380

Feedback Customers Loyalty Resources 380

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. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. Listen to the podcast: Personalization is a key element in doing business today.

Advertising 78

Advertising Conference Technology Brands 78

Experience Investigators by 360Connext

NOVEMBER 22, 2022

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. Seriously – your sons are both very polite and I appreciate it!”

How To 143

How To Airlines Social Media Tips 143

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. Click To Tweet This is customer service fact #1.

Tips 310

Tips Customer Service Banking Customers 310

BlueOcean

NOVEMBER 20, 2020

It is our pleasure to share just a small sample of the amazing words of gratitude and recognition from our clients’ customers for our agents. Jason’s customer called our client and said, “This guy needs to be put up on a pedestal and worshipped! s customers expressed their deep gratitude for his exceptional service.

Retail 156

Retail Course Culture Company 156

Steve DiGioia

AUGUST 16, 2021

Who cares what your employees say! You prove this each day by your actions. What are you afraid of? The people who do the work each day know more about the job than the managers who rarely get out of their office. Visit your team members throughout the day. The opinions of your employees don’t matter. They don’t.

Policies 245

Policies Leadership Course Management 245

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Comparison Government 156

Steve DiGioia

MARCH 25, 2020

…my thoughts on the Coronavirus and what comes next. I realize the world doesn’t need more stories from me when they’re more focused on the virus. So, what should I do? What should we do? Politicians bicker about what’s the best course of action and how much financial support to give each American. Well…yes, it is.

Hotels 262

Hotels Course Leadership Financial 262

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 107

Sales Loyalty Communication Contact Center 107

Steve DiGioia

FEBRUARY 15, 2021

I’ve already written about Bigfoot Customer Service and Landscaper Customer Service. So, what can the Mandalorian teach you about your customer service? So, what can the Mandalorian teach you about your customer service? The overall experience given is what’s remembered and creates repeat customers.

Customer Service 348

Customer Service Hotels Customers Travel 348

CSM Magazine

MARCH 28, 2024

But when it comes to students, the real art is not just attracting new faces—it’s about keeping them coming back for more. Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair. So why not extend that philosophy to your scheduling?

Customer Retention 52

Customer Retention Strategy Industry Social Media 52

Experience Investigators by 360Connext

APRIL 11, 2023

We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience?

Customer Journeys 162

Customer Journeys Banking B2B Healthcare 162

ShepHyken

MAY 12, 2021

These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If In the speech, I’ll ask audience members to share an example of when they created that experience. A customer had left her purse at the store. It makes me wonder what their expectation is.

Course 163

Course Customer Service Training Retail Examples 163

Daniel Group

MARCH 16, 2023

What Makes Customers Feel Important? For example, I had a man say, “You know what? My reps noticed that it was raining for some of the days of my service that I had rented a machine and my rep had comped me the days that it was raining so that I didn’t have to be on the hook for those particular days.”

Groups 105

Groups Customers Survey Airlines 105

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. What appears to be a mass exodus of employees is an illusion for two reasons: First, the Baby Boomer generation is at retirement age, and that’s a big part of the working population.

Customer Service Training 122

Customer Service Training Training Employee Experience Company 122

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 key to the best customer service in the home building industry is using available technology.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. It was about finding solutions for a customer and finding their pain points ”. in this Wall Street Journal article.

Customer Service 341

Customer Service e-support Self Service Customers 341

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 334

Customer Experience Consumers Study Brands 334

Kustomer

AUGUST 24, 2022

During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three times as many companies saying 80% of their customer interactions were now digital in nature. What a Great Customer Experience Looks Like. The Stickiness of Modern Messaging.

Communication 97

Communication Data Self Service Average Handle Time 97

Steve DiGioia

MAY 15, 2023

If you’re in a leadership role, you should know by now that your customers are always evaluating your every move. And if you’re not careful, they’ll have no qualms about letting you know when you’ve screwed up. That’s right, your every move. In fact, it’s quite the opposite.

Customer Satisfaction 182

Customer Satisfaction Social Media Loyalty Feedback 182

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. The content , on the other hand?

Survey 93

Survey Meeting Video Feedback 93

Bill Quiseng

JANUARY 10, 2024

So I encourage you to remind yourself and your colleagues every day about each one of these reminders I published in 2023: 25 QUI QUOTE Reminders about Customers and Customer Service. QUI QUOTES Reminders about Customers and Customer Service 15 QUI QUOTE Reminders about Leadership and Employee Engagement.

Leadership 97

Leadership Customer Service Social Media Advertising 97

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there? It’s hard work.

CRM 78

CRM eBook Hotels Exercises 78

CSM Magazine

OCTOBER 13, 2022

“I think recognition and applause are needed when we encounter awesome service” – John Tschohl . I was on the public tennis court on a Thursday in Bloomington at about 3 PM when my former mailman, Scott Pelton, got out of his delivery vehicle and approached me. This is what I call outstanding customer service.

Customer Service 105

Customer Service Healthcare Travel Consulting 105