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 Reference Customers Loyalty 380

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. What do customers want?

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customers want action, not excuses.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

ShepHyken

MAY 30, 2023

I want to keep listening to the music,” said nobody, ever – unless they were listening to the hold music at the Kansas City Foot and Ankle medical practice. Slutsky looked at the long hold issue and came up with a solution to create a frictionless customer experience. What can we do to ease the pain?

Workshop 152

Workshop Customer Service Training Customer Service Customer Experience 152

ShepHyken

APRIL 21, 2023

He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. What do ya want?” Your customers are no different. Top brands are built on consistent and reliable customer service. What do ya want?”

Customer Service 62

Customer Service Customer Satisfaction Definition Social Media 62

Bill Quiseng

DECEMBER 6, 2021

” You don’t want their answer to be, “Well, all I learned was what will get me fired.” Don’t bore your employees with rote customer service training. Instead, inspire them with a customer service education. To customers, it’s all about them, not the employees.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. QUI Takeaway: Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Hotels 109

Hotels Loyalty Touchpoint Customer Expectations 109

ShepHyken

AUGUST 31, 2021

Creating Consistent Exceptional Customer Experiences. They discuss how to create experiences that customers want to talk about. Top Takeaways: An Experience Maker is that person in an organization that wears the customer hat at all times. They think through every business problem from a customer’s perspective.

Social Media 140

Social Media Leadership Books Customer Care 140

ShepHyken

MAY 18, 2022

Sometimes a customer asks a question, and then either doesn’t understand or like the answer. Maybe it’s because the employee doesn’t want to take the time to answer the question correctly. 1 question guests asked the cast members – which is what employees are called at Disney – was, “Where is the bathroom?” It’s okay.?And

Workshop 120

Workshop Customer Service Training Customer Service Presentation 120

Customer Bliss

OCTOBER 17, 2018

How easy do you make it for customers to get what they want when they want it? Do you understand how your customers’ lives affect their desires? What do you do to consider their desires, needs, concerns? Once you have that information, how will you improve your customer journey and experience?

Leadership 231

Leadership Books 2016 Customers 231

Beyond Philosophy

JANUARY 25, 2024

Since my request, we were lucky enough to have a new one from Justin Stafford ( justin@customersmarts.co ), founder of Customer Smarts , based in Sydney, Australia, and podcast host of “Customer Smart.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. It’s not glamorous.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. The answer is a Customer Experience Mission. The answer is a Customer Experience Mission. The purpose is based on the outcome for customers and the brand.).

Brands 214

Brands Airlines Hotels Apparel 214

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends. But now what?

Travel 156

Travel 2021 Customer Care 2019 156

Experience Investigators by 360Connext

JUNE 13, 2018

We disappoint each other by saying what we think or by not speaking up when we should. So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. What expectations are you setting? They were boring.

Customer Service 152

Customer Service Sports Communication Customer Centricity 152

Experience Investigators by 360Connext

MARCH 5, 2015

We disappoint each other by saying what we think or by not speaking up when we should. Disappointing a customer really comes down to one thing: expectations. What expectations are you setting? If you don’t live up to them, you will disappoint a customer. They were boring. And yet we want to believe !

Customer Service 274

Customer Service Sports Social Media Communication 274

GetFeedback

MARCH 20, 2019

If you make a survey online without giving it much thought, you’ll find that your customers won’t care for it either. The old school, 20-question survey is no longer acceptable — customers value their time too much. The old school, 20-question survey is no longer acceptable — customers value their time too much.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Touchpoint Customer Journey 255

Experience Investigators by 360Connext

OCTOBER 27, 2014

I remember what it was like to hope for a nice person to answer the door- someone who shared the same Halloween spirit and handed out delicious candy better than plain Baby Ruth bars. Customers are like trick and treaters when they seek out customer support. Have you thought about how your employees interact with customers?

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

Beyond Philosophy

MARCH 2, 2020

We have all been in line or on hold for customer service , waiting for a company to get back to us. Then, when our wait time runs long and our patience runs short we get cranky and think, this customer service crew is really inept today. We discussed the profitability of lousy customer service on a recent podcast.

Customer Service 188

Customer Service Consulting Customers Poor Customer Service 188

Experience Investigators by 360Connext

JULY 15, 2015

Right under your nose, they can easily add up to the worst customer experience. Studies show that 89% of us will shop with a competitor after a bad customer experience. Here are five ways you’ll be sure to chase customers away. Customers defect when the mobile experience is disconnected or just poorly designed.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

ShepHyken

JANUARY 1, 2021

Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. With automation, you improve the quality of communication and keep customers updated in a timely manner. Problem with Automated Emails for Customer Support.

Customer Service 150

Customer Service E-support Article Customers 150

GetFeedback

AUGUST 24, 2018

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. It’s typically derived from customer data and market research.

Customer Centricity 170

Customer Centricity Customers Article Connections 170

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. Chatbots can have these personas, too.

Innovation 163

Innovation Social Media Technology Brands 163

Beyond Philosophy

NOVEMBER 23, 2023

Regret isn’t an emotion only for disappointed new customers. This example shows that once you introduce regret into your customer relationships, it can go downhill fast and to a bad place for your revenue. ” One is the Actual Self, which is what we observe in our behavior and how we perform. .”

Feedback 78

Feedback Loyalty Brands Sales 78

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. While others track analytics and send out surveys, this list is for anyone to who wants to make things happen quickly. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. Let’s go!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Retently

MARCH 2, 2023

There is nothing more important for a business than understanding the level of satisfaction and overall attitude of its customers. While talking to every customer personally is almost impossible, CX surveys take this function on. What is a 5-star survey? Of course, there are variations, but the principle is the same.

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service Customer Centricity Chief Customer Officer 139

Hello Customer

AUGUST 17, 2020

When we look at what makes a great customer experience, it’s often the background processes that make the difference. Especially when we’re dealing with customer interaction in a digital environment, the IT structure becomes the backbone of the interaction, so here are 4 reasons why your IT team deserves more credit: 1.

Customer Experience 98

Customer Experience Definition Touchpoint Feedback 98

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale. Set up a service that is updated, integrated and easy for customers to use to get things done. Set up a service that is updated, integrated and easy for customers to use to get things done. SaaS is a great business model.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Steve DiGioia

AUGUST 2, 2021

But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. As we gently rode through the fields and had hay scratching our backsides, I realized this was one of the most boring rides I’ve been on in years. What could they have done to spread the word?

Sports 92

Sports Leadership Customers Customer Service 92

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. This episode is on the golden rule of hospitality, and I want to reframe what that golden rule is. Now, what is it that your customers care about the most?

Hospitality 60

Hospitality Customer Experience Banking Sports 60

SurveySparrow

DECEMBER 22, 2023

It was about the endless possibilities in customer understanding. But somehow, it ended up in a brainstorming session listing several creative ways to truly understand what our customers think and feel (other than surveys, obviously!) When people like what you’re offering, they’re more likely to keep coming back.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Social Media 52

SurveySensum

DECEMBER 18, 2023

In today’s highly competitive business landscape, companies that prioritize customer feedback are more likely to stay ahead of the curve and meet the evolving expectations of their customers As a business owner, I was so focused on what I thought was suitable for my product that I forgot to notice customer feedback.

Feedback 52

Feedback Competitive Advantage Reference Customers 52

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? How to conduct customer feedback analysis?

2023 98

2023 Feedback Social Media Net Promoter Score 98

SurveySparrow

JANUARY 5, 2024

But guess what? What is ActiveCampaign ? It simplifies how you handle customer stuff. It will handle the boring stuff so you can focus on what matters. Customer Segmentation: ActiveCampaign becomes your secret weapon for personalized marketing. It is easy to get lost in the CRM realm.

2024 52

2024 Multi-Channel Social Media Document 52

SurveySparrow

FEBRUARY 24, 2024

Turns out customers don’t always say what they mean. Customer sentiment analysis lets you hear what’s really being said between the lines. If you are confused about the whole idea of customer sentiment, I have got you covered. What is Customer Sentiment? What is Customer Sentiment?

Definition 52

Definition Social Media Feedback Customers 52

Magellan Solutions

SEPTEMBER 18, 2023

Difficulty Integrating Other Services Adding things like payment systems or other online services was complex and time-consuming. These tools understand what you’re trying to do and give you suggestions that make sense. These tools understand what you’re trying to do and give you suggestions that make sense.

Document 98

Document Reference Innovation Management 98

SurveySparrow

DECEMBER 23, 2023

So, whether you’re enjoying your coffee or shopping, there’s a question in the air: What’s the deal with those unassuming kiosk surveys, and why should we care? So… What is a Kiosk Survey? It’s a quick and easy way for businesses to understand customers’ thoughts. We’ll discuss it all.

Feedback 52

Feedback Sports Events Touchpoint 52