ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Social Media 82

Social Media Blog Customer Service Touchpoint 82

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 52

Social Media Blog ROI Brands 52

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Put yourself in the customer’s shoes. But if the customer experience is so paramount to the bottom line, why are many companies still lagging behind?

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

Blog 66

Blog Social Media Article 2017 66

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Do what you say, be responsive and be easy to do business with.

2016 130

2016 Article Customer Service 2017 130

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about.

Article 84

Article 2021 Customer Service Airlines 84

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Customer Success 98

Customer Success 2022 Customers 2017 98

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The

2017 69

2017 Article Customer Service Customer Service Training 69

Beyond Philosophy

JUNE 22, 2017

It is critical to consider the “anatomy” of an interaction in a Customer Experience. Understanding what happens when your team interacts with a customer and why it is an essential element to taking your Customer Experience to the next level. A closer look at what we see all the time.

Books 161

Books 2016 2017 Interaction 161

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. 83% of customers expect immediate engage when contacting a company.

Customer Service 97

Customer Service ROI Apparel Customer Service Representative 97

BirdEye

NOVEMBER 14, 2022

In this blog post, we’ll take a closer look at what a Yahoo Business Listing is and how it can boost your business. Verizon acquired Yahoo in 2017 and merged it with AOL. A Yahoo Business Listing is an online directory that helps customers find your business based on location and category. About Yahoo!

2017 98

2017 2022 Metrics Management 98

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. We discussed how people form these price impressions and what happens when they are wrong. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint.

2011 120

2011 2019 2002 Consulting 120

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand.

Retail 142

Retail 2011 Competitive Advantage Books 142

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

2016 267

2016 Innovation Marketing Insights 267

Beyond Philosophy

JANUARY 16, 2017

What is needed presently is some good, old-fashioned elbow grease—and more than a little efficiency. In these cases, having efficiency requires recognizing what is getting in the way of it. Some of them look like “important” things; e.g. email from your team (or boss) or a new animal video on YouTube (love them!).

2017 141

2017 Magazine Fashion Books 141

Beyond Philosophy

AUGUST 30, 2017

What about the car you drive, how did you choose it? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. Influence is a significant part of Experience Psychology.

Airlines 130

Airlines 2016 2017 Books 130

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017.

2017 91

2017 Customer Experience Books Consulting 91

Beyond Philosophy

OCTOBER 25, 2017

As customers, each of us is under the influence all the time. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. It has implications for all types of experiences, too, including restaurants, surgery, and school and work environments to name a few.

2017 125

2017 Download Books Consulting 125

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong. Price is still important, vitally so.

Hotels 123

Hotels 2017 Loyalty Article 123

Beyond Philosophy

FEBRUARY 28, 2017

Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. What are the things you should and shouldn’t do?

Social Media 131

Social Media Books 2017 Feedback 131

BirdEye

FEBRUARY 2, 2023

Are you a home service provider looking to get the most out of Angie’s List reviews? Look no further. In this blog post, we’ll cover everything you need to know about using Angie’s List for your business. Table of contents What is Angie’s List? You’ll find a pin on the map where your company is located.

Social Media 52

Social Media Download Feedback 2017 52

Hello Customer

SEPTEMBER 11, 2020

For many companies, the customer service desk is the beating heart of customer interactions. No matter the industry you’re in, your customer service desk needs to be reliable, agile, and solution-driven. But how exactly can you make your customer service desk more profitable? Press 1 for a frustrating experience.

Customer Service 76

Customer Service 2017 Customer Satisfaction Customers 76

Beyond Philosophy

AUGUST 9, 2017

is like most of the others. Also, per CBS News , one in five Starbuck transactions is cashless, too, with customers opting instead for the coffee chain’s mobile wallet. But is it right for Customer Experience? million, are what is called, ‘underbanked’. A Canadian food chain Iq Food Co. Iq Food Co.

Banking 0

Banking Retail 2015 2016 0

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

Net Promoter Score 78

Net Promoter Score 2001 2002 Customer Satisfaction 78

Beyond Philosophy

MARCH 2, 2018

Employee Experience at Amazon has a bad reputation. It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. Questions like, do we have any? and in the U.K.,

2018 101

2018 Government Employee Experience 2013 101

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. The interesting bit about putting the armrest halfway down this seat was I thought it was to enhance the seat experience, making it more comfortable with the armrests. Halfway along the seat, there are armrests.

Insurance 126

Insurance Presentation 2009 2003 126

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

2017 63

2017 Customer Experience Customer Experience Professionals 2027 63

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Product-led onboarding and product adoption solutions will automate much of what CSMs do today.

Customer Success 93

Customer Success Net Promoter Score Sales NPS 93

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Contact Center 67

Contact Center Omnichannel 2017 Interaction 67

Daniel Group

AUGUST 19, 2020

We often see companies make great strides in improving Customer Experience (CX), but then they hit a plateau. Managers look for solutions. Following is a story of what one client did to link Continuous Improvement (CI) efforts with their CX program and how the linkage has made a difference. Empowering Managers.

Net Promoter Score 59

Net Promoter Score NPS 2006 2015 59

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. When I curiously asked her what that was, she showed me the app all the maintenance associates use during their shifts to track their activities.

Contact Center 48

Contact Center Technology 2017 Roadmap 48

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. When I curiously asked her what that was, she showed me the app all the maintenance associates use during their shifts to track their activities.

Contact Center 48

Contact Center Technology 2017 Roadmap 48

SurveySensum

JULY 10, 2023

Are you a regular customer of Starbucks? This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Michelli Experience

MARCH 21, 2017

Having consulted with and written two books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way ), I seldom compare Starbucks with McDonald’s. Starbucks, on the other hand, is an experience brand that drives emotionally engaging experiences on top of a foundation of operational excellence.

2017 81

2017 Financial Books Consulting 81

ProProfs Chat

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. Instead of trying the same old thing, what she could consider is shifting the type of survey. . This blog will walk you through the basic step by step method to build an anonymous survey. Survey opened: 180.

Fashion 105

Fashion Social Media 2016 2017 105

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? Today, it’s more about offering customers something as personalized as possible, so that they feel truly special. So, let’s look at ways to reduce churn with customer retention analytics and why it’s important in the first place.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96