Experience Investigators by 360Connext

NOVEMBER 19, 2014

“I love what you say about caring about your customer’s experience! We get it when we’re customers. We know the dread we feel when we need to make a customer service call over a problem with billing. We are told to focus on our small piece of the customer puzzle. People are funny.

Customer Service 257

Customer Service Customer Relationship Management Hospitality Customer Relationships 257

Steve DiGioia

MARCH 3, 2022

When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival. Be modest and appreciative that this customer has decided to now do business with you. RELATED POST: One Word That Will Improve The Customer Experience. Have a Reason to Smile. TipsOnThursday.

Blog 89

Blog Customer Service Customer Experience Customers 89

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Banking Telecommunications 99

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 98

Virtual Agent Contact Center Management Technology 98

Steve DiGioia

FEBRUARY 24, 2022

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. TipsOnThursday.

Blog 83

Blog Sales Customer Service Customers 83

Chadwick Martin Bailey

DECEMBER 30, 2015

We run this blog a little differently than other corporate blogs. Before we blast into 2016, we wanted to reflect on our blog this past year by taking a second look at some of our favorite posts: This year, we launched a market research advice column— Dear Dr. Jay. Heidi Hitchen did just that in her blog post this year.

Blog 52

Blog 2015 2016 Consumers 52

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . Why social media is a gold mine of customer feedback.

Social Media 284

Social Media Feedback Customers Customer Centricity 284

Steve DiGioia

DECEMBER 16, 2021

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. It’s OK To Fire Your Customer.

Hospitality 59

Hospitality Culture Blog Customer Service 59

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. It’s more than a project.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Daniel Group

APRIL 12, 2022

Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how to encourage your customers to be a vital part of your B2B company’s sales and marketing. The question they all had was, “just how significant?”

Customer Experience 103

Customer Experience Banking Reference B2B 103

Michel Falcon Experience

FEBRUARY 12, 2020

Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager. Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager.

Communication 97

Communication Management Leadership Blog 97

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look. I can remember it well.

Contact Center 266

Contact Center Communication Connections Customers 266

kommunicate

SEPTEMBER 24, 2018

We all can agree on the fact that without customers there is no business. Businesses are always ready to go an extra mile to make customers happy. But, at times, some customers turn out to be worse and not worth the effort for your company. Here comes the point where you should think about firing […].

Blog 68

Blog Customers 68

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Is this a quick fix or a bigger problem?

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

Beyond Philosophy

NOVEMBER 12, 2015

In other words, rudeness spreads faster than a shampoo endorsement between friends in the 70s and it can destroy your Customer Experience. At the risk of stating the obvious, being polite to Customers in a Customer Experience is critical. There are many instances where rudeness can occur in a Customer interaction.

Consulting 147

Consulting ROI Reference Interaction 147

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Customer retention matters when it is time to renew that contract. End of story.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. We’ve all been there. okay… so what do you actually do ?”. “Oh,

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

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 Workshop 78

BirdEye

AUGUST 15, 2022

93% of customers find local businesses online. With a solid online marketing strategy, you’ll be better able to connect with potential customers in your area and generate more leads for your business , no matter its size. Companies are continuously battling for new local customers and repeat business.

Marketing 98

Marketing Social Media Competitive Advantage Events 98

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. We’ve all been there. okay… so what do you actually do ?”. “Oh,

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

Beyond Philosophy

FEBRUARY 15, 2018

The San Francisco-based bank, whose employees opened many fraudulent and unauthorized accounts in their customers’ name, now enjoys the dubious honor of shouldering the most substantial penalty the agency has issued since its formation in 2011. So, after destroying the trust their customers felt toward their bank, what should they do now?

2011 141

2011 Banking 2016 Financial 141

SaleMove

JUNE 11, 2020

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. With more and more interactions with customers occurring online, companies are turning to Artificial Intelligence (AI) chatbots to keep up with high online traffic. How will that help customers?

Virtual Agent 52

Virtual Agent Contact Center 2001 Insurance 52

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Customers are the same way. 38 seconds.

Management 143

Management Consulting Banking 2019 143

Gainsight

MARCH 1, 2024

In the dynamic landscape of Customer Success (CS), where relationships and outcomes intersect, the voices of female leaders are increasingly shaping the trajectory of the industry. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Totango

FEBRUARY 1, 2021

Custom notification actions in SuccessPlays. Additionally, for tasks, you can now fire milestone celebrations, notifications, and alerts. The post Product Update – Welcome to Auckland, New Zealand appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Auckland, New Zealand.

Touchpoint 62

Touchpoint Definition Events Feedback 62

Beyond Philosophy

OCTOBER 31, 2016

Like millions of Wells Fargo customers, Lorraine and I have checked to see if we had any accounts opened with the bank without our consent. Like millions of Wells Fargo customers, we don’t trust them because they lied. Wells Fargo fired over 5,300 employees involved in the fraudulent activity. Enter the Cleaning Crew.

Net Promoter Score 0

Net Promoter Score Banking Culture Leadership 0

Totango

JUNE 8, 2021

From there, we decide which customer journey we put them down. . . So, it’s important to use your underlying data so that you know what the customers are doing, where they are in their journey and what they need at that time. What are some of the strategies you have used to improve open rates? along the way to engage them.

Customer Journey 117

Customer Journey E Commerce Webinar Communication 117

Beyond Philosophy

APRIL 28, 2022

However, their customers keep complaining. The main point of that podcast was that a critical part of customer strategy and competitive differentiation is to determine how you are different from the pack and communicate that to your customers. Also, customers should recognize that value.

B2B 89

B2B Communication Retail Customers 89

CustomerSuccessBox

JUNE 15, 2021

From business to business, different teams may handle renewals, or the renewal process may be different for each customer segment. It can help you standardize your process and be consistent with your customer experience. Customer Success playbooks enhance customer experience and improve the way your service is delivered to customers.

B2B 52

B2B Customer Journey Customer Success Events 52

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust.

Banking 166

Banking Books Culture Webinar 166

Stella Connect

NOVEMBER 11, 2021

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Keep reading for our tips on how to streamline your customer service rewards program to keep your agents motivated, engaged, and inspired. Powering Agent Incentives with Customer Feedback.

Rewards Programs 93

Rewards Programs Customer Service Fashion Contact Center 93

Totango

JUNE 10, 2022

For instance, you may purchase a set that comes with instructions for building a pirate ship, but halfway through building the ship, your child changes his mind and decides he wants to build a fire truck instead – no problem! At Totango, we want to highlight the importance of composability for customer success. .

Customer Success 80

Customer Success Customer Journey Reference Measurement 80

Steve DiGioia

APRIL 5, 2021

If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. If we come across a coworker who responds negatively to a customer’s need, we should call them out on it. They’re tired of dealing with years of B.S. But that’s where the problem lies.

Customer Service 98

Customer Service Customers Blog 98

Service Untitled

SEPTEMBER 7, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives What creates customer loyalty? The customer retains that brand loyalty and re-purchases or re-uses that product or service.

Loyalty 45

Loyalty Blog 2010 2006 45