GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Beyond Philosophy

DECEMBER 7, 2016

Your employees have the power to make or break your Customer Experience this holiday season with the customer service they provide. However, when employees aren’t happy, customer service often suffers. Remember the Nordstrom Way. However, they also provide an excellent Employee Experience.

Poor Customer Service 167

Poor Customer Service Employee Experience Consulting Retail 167

GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. The only way to really have an exact answer is to measure customer satisfaction. Before you can do that, it’ll probably serve you well to define customer satisfaction. Defining customer satisfaction.

Customer Satisfaction 191

Customer Satisfaction Measurement Net Promoter Score Metrics 191

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. For example, a large telecom company designed an AI system to identify customer churn.

Competitive Advantage 143

Competitive Advantage Workshop Social Media Insights 143

Experience Investigators by 360Connext

OCTOBER 16, 2014

Considering how process-focused experience planning can be, it’s not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful customer experience strategies. Pretending your customers are one dimensional only amplifies the fact they’re not. Review your imagery.

Culture 259

Culture Social Media Consulting Communication 259

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

ShepHyken

AUGUST 26, 2016

This week on our Friends on Friday guest blog post my colleague, Doug Sandler, busts some popular customer service myths. MYTH – Great customer service starts with understanding the customer is always right. Unfortunately, the customer may always think he is right, but in reality, that just isn’t the case.

Blog 0

Blog Customer Service Communication Customers 0

GetFeedback

AUGUST 23, 2018

Positive or negative, when a customer shares feedback with you, it’s a learning opportunity. You get the chance to see your business through their eyes, and that brief glimpse can change the course of the relationship completely. Your window of time to engage a customer is slim. Was wait time too long?

Feedback 170

Feedback Customers Demo Reference 170

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

BirdEye

OCTOBER 12, 2023

Online reviews heavily influence a consumer’s decision to buy from your business. And they bolster your online reputation management efforts. By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement.

2023 58

2023 Feedback Demo Consumers 58

Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. Consider a happy moment in your life. Stumped again?

Loyalty 167

Loyalty Books 2016 Consulting 167

Beyond Philosophy

MAY 24, 2017

A fish sandwich that tasted too fishy to eat. Ballparks from San Diego to Cleveland have upped their food game over the past couple of years to include more local foods, partnering with local restaurants and breweries to offer things that fans might actually look forward to eating. And these happy fans come back for more.

Sports 137

Sports Hospitality Books Consulting 137

Beyond Philosophy

APRIL 4, 2019

Branding is a critical topic in Customer Experience. We discussed where branding and Customer Experience interact and prioritize in a recent podcast. We also explained how the two concepts are crucial to creating brand and customer loyalty. Customer Experience delivers against that promise. What does that mean?

Loyalty 130

Loyalty Brands Insurance Call Center 130

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

SurveySparrow

FEBRUARY 7, 2024

This is precisely why this topic needed a blog! ” Patients respond on a scale from 0 to 10. Detractors: Anything below 7 (they’re not happy). Calculates the Score: NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. Do you see the power of advocacy? Out of the world!

Net Promoter Score 52

Net Promoter Score Healthcare NPS Feedback 52

Beyond Philosophy

AUGUST 1, 2019

I believe it is crucial to do more than discuss your theories about Customer Experience strategy. In other words, theories are fascinating but falderal unless you implement them in your Customer Experience. I’m sure most of you are the same with your significant others. The Reasons Behind Our Reasoning.

Customers 149

Customers Loyalty Consulting Engagement 149

ProProfs Chat

OCTOBER 30, 2020

Are you happy with our product? How likely will you recommend our product to your family or friend? These customer survey questions are a great way to check your customer’s happiness with your products and services. . Too much time to frame the answers. Where can we improve? Don’t worry!

Net Promoter Score 105

Net Promoter Score Customers Feedback Engagement 105

Beyond Philosophy

NOVEMBER 30, 2023

One of my clients has done an excellent job in the last couple of years improving their customer experience. They focused their attention on the customer-facing teams at first. That would leave one group with a customer-centric mindset and the rest without one. We all know happy employees make happy customers.

Net Promoter Score 78

Net Promoter Score Engagement Customer Centricity NPS 78

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.” Plus, gender is part of it.

Books 143

Books Definition Financial Consulting 143

Beyond Philosophy

DECEMBER 20, 2019

Customer emotions have a strong influence on your Customer Experience outcome. From our research in our global Customer Experience consultancy, we know that over 50 percent of experience is about how a customer feels. . Organizations don’t consider customer emotions enough.

Loyalty 156

Loyalty Call Center Customers Consulting 156

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 3 Ways Covid-19 Has Changed the Customer Experience Forever by Josiah Johnson.

Article 84

Article 2021 Customer Service Airlines 84

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. It nudges them toward buying your product or exploring alternatives.

Social Media 97

Social Media Feedback Advertising Customers 97

Hello Customer

APRIL 5, 2023

Be it because of slow webshops, complex sign-up processes, or endless communication loops with customer service, no matter how many hoops you jump through, you just can’t get things done. Today customers expect to have easy and seamless experiences with brands. But how can you find and remove that friction from your processes?

Customer Experience 52

Customer Experience Customer Journey Mapping Touchpoint Effort Score 52

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). People tend to remember how your site makes them feel over the specific elements of the site. Everything from the overall design of the pages to customer service to overall functionality plays into CX.

Customer Experience 94

Customer Experience Social Media Loyalty Programs Brands 94

Lumoa

APRIL 21, 2022

Wayne Dyer Act 1 The Customer Support Blues “Does Customer Support have enough of a mandate to drive improvements in customer satisfaction?” When I started thinking about writing a piece on transforming customer support, this question immediately came to mind. What will your answer be? Your CEO self is happy now).

Banking 83

Banking Customer Satisfaction Webinar Insights 83

Daniel Group

JUNE 19, 2020

You can strengthen your B2B customer relationships from the front-line. Customer loyalty is the key to maintaining your company’s profitability. Here are some practical steps your front line managers can take to keep and build your customer relationships. Please stay safe and well.

Customer Relationships 52

Customer Relationships B2B Customers Loyalty 52

Beyond Philosophy

APRIL 9, 2020

However, these incentives could be doing a lot more than that, which can have beautiful or terrible effects on your customer-driven growth. student Alicea “Allie” Lieberman from the University of California, San Diego, was a guest on our podcast recently to discuss incentives. Incentives play into this idea.

Consumers 174

Consumers Consulting Financial Books 174

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . Usually, you and your friends would try to think of what restaurants you remember that are close to where you are.

Consulting 119

Consulting Customer Journey Connections Loyalty 119

BirdEye

JUNE 22, 2023

Your business wouldn’t exist if it weren’t for your customers. But not all customers are the same. Each customer you target comes with unique temperaments, making a one-size-fits-all approach ineffective. Effective customer service is based on knowing what your customers expect, want, and need.

2023 98

2023 Social Media Reference Loyalty 98

CSM Magazine

DECEMBER 20, 2022

Online gambling has become a major industry in recent years, and its success is due in large part to its ability to provide excellent customer service. From the ease of making deposits to the swiftness of payouts, online gambling sites have continuously worked to improve the user experience for their customers.

Customer Service 72

Customer Service Loyalty Programs Customer Service Representative Call Center 72

CSM Magazine

MARCH 16, 2023

Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. You may be asking what Pi has to do with customer data analytics in contact centres? So, why don’t we think the same when it comes to analyzing customer data?

Fashion 52

Fashion Insights Interaction Customers 52

Hallmark Business Connections

AUGUST 17, 2021

Knowing this, you have a wonderful opportunity to establish stronger connections with clients by leaning into empathy to improve their insurance customer experience. McKinsey research shows that customers appreciate it when companies take their needs into consideration. And people still buy from people they know, like and trust.

Insurance 98

Insurance Loyalty Customer Journey Mapping Fashion 98

ProProfs Chat

JUNE 5, 2020

I bet you’ll agree with me on this one: Customers stop doing business with you when they are unhappy. In fact, 68% of customers leave because they believe you don’t care about them. More than that, only 1 in 26 unhappy customers will complain about what they don’t like about your service; the rest will churn.

Customer Service 90

Customer Service Social Media Customers Customer Retention 90

CSM Magazine

JANUARY 25, 2022

Many believe modern contact centres have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels? It’s a common enough mistake but what about the customer?

Average Handle Time 52

Average Handle Time Roadmap Webinar Technology 52

Beyond Philosophy

DECEMBER 30, 2021

Customer satisfaction is at the worst point it has been for 15 years. People want positive experiences, so it’s up to businesses that want them as customers to provide them. We did that on a recent podcast, thinking about what we learned professionally and personally this past year. . Human beings look for the negative.

2010 78

2010 2002 2021 2019 78

Experience Investigators by 360Connext

OCTOBER 1, 2014

How do you build customer relationships in today’s high-tech marketplace? Customers are casually dating competitors while we are constantly learning what makes them happy and trying to speak their language. Email is one of the few fertile grounds you have left for building customer relationships.

E-support 274

E-support 2013 2014 Social Media 274

Customers That Stick

OCTOBER 16, 2014

Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She loves to blog about #custserv #cctr and #cx. Customer Service > Customer Experience. I think I got my entrepreneurial spirit from them as well.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124