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. Customer experience management can feel like a lot. Customer experience management can feel like a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. But with this new height of significance, is customer success really something you can outsource?

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

Experience Investigators by 360Connext

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them. how to improve their experience.

Feedback 270

Feedback Social Media Hospitality Hotels 270

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? What are the adjectives that customers use to describe you? These are two great questions to ask as you start to explore your company’s personality. Now, I want you to take action on the content.

Workshop 148

Workshop Advertising Customer Service Training Books 148

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. The flight attendant started it.

Workshop 146

Workshop Customer Service Training Customers Interaction 146

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

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 Customer Experience Customer Journey Mapping Net Promoter Score 304

Bill Quiseng

DECEMBER 6, 2023

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. 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. Be GREAT out there! Don’t just be good.

Leadership 158

Leadership Engagement Financial Loyalty 158

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” This is how the conversation started. HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. What makes a great customer experience?

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 176

Customer Experience NPS Touchpoint Customer Centricity 176

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. Just like Steve Jobs, Elon Musk told a story that was aspirational and resonated with people.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

BirdEye

DECEMBER 8, 2023

And, as a Birdeye survey points out, about 92% of people read at least two reviews before choosing a business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Management 116

Management Social Media Brands Consulting 116

Integrity Solutions

APRIL 19, 2024

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. The research also shows 61% of customers feel they’re treated as a number rather than a human being.

Sales 107

Sales Loyalty White Paper Contact Center 107

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Triant says that it makes customers happier.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Building a strong foundation for future planning is the start. Know Your Guardrails. Listen to or watch the full interview ».

2022 286

2022 Customer Experience Chief Customer Officer Books 286

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. I want to predict the experience I’m going to have with the people and places I do business with. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us.

Customer Service 254

Customer Service Hospitality Customer Service Training Customers 254

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

SurveySparrow

MARCH 19, 2024

Videos are naturally more engaging because people are visual. About 68% of customers prefer watching video content to reading articles, and 83% of marketers say videos help with lead generation. If you aren’t using videos in your lead generation strategy, it’s a great time to start. Customers buy the “why.”

Marketing 95

Marketing Social Media Demo B2B 95

BirdEye

APRIL 19, 2023

We’ve put together a list of 45 of the best small business ideas to give you a headstart on where to pursue your self-started career. Meets a need The first thing you should ask yourself when starting a small business is, “Will people want this?” It might be something in high demand, like a handyman service.

2023 97

2023 Social Media Consulting Events 97

BirdEye

APRIL 6, 2023

million business ventures are started in the U.S. Starting a business is a great way to fulfill your passions and make a living. If you’re passionate about starting a new business in 2023, here’s a list of business opportunities to explore. According to the US Census, an average of 5.4 Top 10 online business opportunities 1.

2023 98

2023 Insurance Social Media Transportation 98

Bill Quiseng

JANUARY 10, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed”. 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. Customers are people.

Leadership 97

Leadership Customer Service Social Media Advertising 97

ShepHyken

JULY 26, 2022

Using AI to Enable and Empower Customer Service Agents. Shep Hyken interviews Deon Nicholas, CEO and Co-Founder of Forethought , a company that builds human-centered AI to transform the customer service experience. Top Takeaways: A lot of people think that AI is all about deflecting customers away from support agents.

Customer Service 139

Customer Service Technology Connections Customer Experience 139

Bill Quiseng

FEBRUARY 21, 2024

English writer Samuel Johnson said, “People need to be reminded more often than they need to be instructed.” So let’s get started. Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. So, be Magnificently Boring! Human to Human.

B2C 88

B2C B2B Hospitality Loyalty 88

Bill Quiseng

NOVEMBER 8, 2023

For several weeks, starting last October, I offer each one of the Rule of Three QUI Takeaways to revolutionize CX. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? Why only three?

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. I am not a millionaire.

Social Media 167

Social Media Customer Service 2025 Customers 167

Playvox

FEBRUARY 1, 2024

Your customers are talking, and they have a lot to say. But do you know how your customers really feel about your brand, products, services, and support? If you’re not analyzing customer sentiment, you’re only getting part of the story. What Is Customer Sentiment Analysis?

Contact Center 93

Contact Center Measurement Social Media Omnichannel 93

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Customer Service Banking Customer Satisfaction 98

Retently

AUGUST 3, 2023

“Customers are no longer buying products and services– they are buying experiences delivered via the products and services.” – Gregory Yankelovich In a world where your potential competitors are just a click away, customer experience is the new marketing battleground. and that’s exactly what customers want.

Customer Experience 148

Customer Experience Net Promoter Score Social Media Reference 148

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

Books 78

Books Customers Insights Marketing 78

CSM Magazine

APRIL 24, 2024

Regardless of the product or service a company provides, its emotional connection with customers is truly important, since it gives the impression that your business has a face and nature, and it cares for people, being determined to create value for them. What about the individualistic approach?

Customer Service 52

Customer Service Customer Relationship Management Customers User Experience 52

Beyond Philosophy

MARCH 21, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. 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. This situation happens everywhere.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Beyond Philosophy

DECEMBER 7, 2023

Another thing Tom said was that people use employees now to help in the Customer Experience. However, I disagree; fewer people work in Customer Experience these days. Moreover, organizations have fewer people. When you think about it, most journeys now could start with an app.

2024 88

2024 Customer Experience Workshop Call Center 88

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You have to compete on service.”

Hospitality 73

Hospitality Exceptional Customer Service Hotels Travel 73

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them. So let’s get started. Customer service is what you do for your customers.

Customer Service Training 78

Customer Service Training B2C Hospitality B2B 78