InMoment XI

APRIL 3, 2024

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience. The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action.

Customer Expectations 260

Customer Expectations 2024 Touchpoint Omnichannel 260

InMoment XI

DECEMBER 22, 2022

If your brand isn’t capturing customer feedback, unfortunately it won’t know how to improve—this is where the voice of customer (or “VoC”) comes in. This article is designed to give you InMoment’s take on what voice of customer examples look like. We call this “experience improvement.”.

Voice of Customer 558

Voice of Customer Net Promoter Score Social Media Call Center 558

Beyond Philosophy

APRIL 25, 2024

Storytelling is an essential part of communication with customers, too. How Stories Help in Business Storytelling applies to every aspect of your business. They are good at telling the story of how it all started with the organization. That’s a part of the storytelling that creates emotional connections with a brand.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

InMoment XI

MAY 18, 2022

To avoid this fate, it’s critical to have a process in place for exploring, analyzing, and improving the buyer experience —win or lose. Now, I bet you’re wondering how we efficiently scale this largely manual process! You might have already guessed it, but I’m talking about buyer interviews. Using the Right Listening Technique.

B2B 493

B2B Roadmap Sales Demo 493

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. List Company Facts How long have you been in business? How many full-time employees do you have?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

InMoment XI

AUGUST 9, 2022

How do you respond when someone asks, “Are you doing okay today?” What if someone asked, “How do you feel today?” One question asks you just generally how you feel while the other implies that you might not be doing well in the first place, so you might answer differently. But what are the right questions to ask?

Feedback 493

Feedback Net Promoter Score Customers Insights 493

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant.

Workshop 148

Workshop Culture Customer Service Training Employee Experience 148

InMoment XI

AUGUST 15, 2022

And that’s why the retail customer experience is more important than ever before. Andrew Park, Vice President of Customer Experience Strategy & Enablement at InMoment, sat down with The Retail Focus Podcast to break down: Where customers’ expectations have been Where they’re going What retailers can do to keep up with it all.

Retail 529

Retail Customer Experience E Commerce Airlines 529

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

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. Drawing inspiration from my experiences and insights into the evolving dynamics of customer interactions, let’s explore five pivotal strategies that can elevate your small business from being good to unforgettable.

Article 77

Article 2024 Customer Service Airlines 77

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. Sell it at a fair price. My comment: A fair price doesn’t mean the lowest price. When you sell a good product, the price is less relevant. My comment: This is customer service 101. My comment: This is customer service 101. I live in St.

Workshop 121

Workshop Customer Service Training Touchpoint Customer Service 121

BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that.

Contact Center 156

Contact Center Customer Care Culture Technology 156

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 19, 2024

Stories are an essential part of the human experience. For instance, Ikea’s narrative of cost-saving design innovations clarifies the correlation between low price and high quality. By tapping into emotions and personal experiences, storytellers can make their points resonate with the audience.

Customer Engagement 89

Customer Engagement Engagement Connections Innovation 89

Retently

FEBRUARY 9, 2024

Creating an insightful customer feedback questionnaire can seem daunting. Key Takeaways Customer feedback questionnaires are a valuable resource for understanding customer expectations and experiences, shaping products/services, and fostering brand loyalty, all of which fuel business growth.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

ShepHyken

SEPTEMBER 25, 2023

Businesses should consider tipping practices’ impact on customer satisfaction and carefully evaluate when and how tipping should be implemented. Rising prices and increased pressure to tip can create a sense of guilt for consumers. This may lead some individuals to avoid experiences where they feel obligated to over-tip.

Customer Satisfaction 82

Customer Satisfaction Exceptional Customer Service Customer Centricity NPS 82

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations. Completely unacceptable.”

2024 97

2024 E Commerce E-support Social Media 97

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?” Once again, 58% said, “Yes.” .

Customer Service 126

Customer Service Customer Service Training Retail Customers 126

BirdEye

OCTOBER 31, 2023

Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. Customers today heavily depend on online review sites, public forums, and social media channels when choosing businesses. Birdeye offers surveys and review requests for a fair price. Support is great.

Management 111

Management Social Media Multi-Channel Feedback 111

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Exceptional Customer Service Definition Customers 116

Kustomer

FEBRUARY 11, 2024

Zendesk is, without any doubt, a powerhouse customer service platform. After being acquired by a consortium of private equity firms for $10B, Zendesk is one of the most well-known customer service solutions on the market — but being popular doesn’t make it right for everyone. Want to fast forward?

Multi-Channel 98

Multi-Channel E-support E Commerce Omnichannel 98

Kustomer

FEBRUARY 6, 2024

So, how do you figure out which enterprise help desk software is the right option? You’ve gotta evaluate the features, pros, and cons of each solution—along with feedback from real customers. And that’s exactly what we did in this guide. And that’s exactly what we did in this guide.

2024 98

2024 Multi-Channel Omnichannel E-support 98

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. 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.

Sales 107

Sales Loyalty White Paper Contact Center 107

Beyond Philosophy

SEPTEMBER 21, 2023

Catherine, one of our podcast listeners, wants to know how to establish her organization’s reputation for having low prices without the companion reputation for having cheap and low-quality products. It’s a good question that, in my experience, is easy to get wrong. So, disrupting this assumption is difficult.

Reference 89

Reference Communication Brands Information 89

Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. We could all learn a lot from how they approach business as usual to facilitate customer-driven growth. Why do I like Apple’s experience? What we do want is to know how to facilitate customer-driven growth. Apple is an excellent example of how to do this.

2004 159

2004 Retail Brands Books 159

ShepHyken

OCTOBER 2, 2023

Top Takeaways: Outsourcing customer service and support functions can be an effective strategy for businesses, especially startups, to offload non-core tasks and focus on their core competencies. Now, investors are looking at retention and customer lifetime value, which all start with customer experience.”

Competitive Advantage 80

Competitive Advantage 2019 2020 Customer Retention 80

BirdEye

DECEMBER 26, 2023

Imagine a bustling office brimming with potential, yet held back by missed calls, network glitches, and the consequent loss of potential customers. Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. How does VoIP work?

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

Beyond Philosophy

MAY 25, 2023

Journey Mapping is an excellent tool in experience design efforts. However, I often complain that they do not include the emotional journey, which is essential to designing an experience that engages emotionally with customers in a way that promotes customer loyalty. The customer goes to the shop. Was it easy?

Hotels 78

Hotels Books Reference Travel 78

Beyond Philosophy

SEPTEMBER 30, 2023

However, they are always additional fees, and if you have them in your pricing, they might have terrible implications for your customer experience. Unfortunately, there isn’t a lot of scientific evidence that points to a definite negative effect on additional fees for a customer experience. Check it out here.

Definition 78

Definition Presentation Customer Experience Customers 78

Beyond Philosophy

FEBRUARY 8, 2024

How did you do? Language is essential to your customer experience , so today, I thought we could examine why. My focus on language this week started when Shane Smith from Everetics , a customer support and service consulting company, sent in a None of Us Are as Clever as All of Us video on the importance of language.

Presentation 78

Presentation Consulting Interaction Reference 78

Beyond Philosophy

JUNE 15, 2018

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

Airlines 144

Airlines Books 2018 Customer Experience 144

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Insights 153

Insights Customer Experience 2021 Books 153

Daniel Group

SEPTEMBER 15, 2023

Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth. That’s the only sales force that you can afford to pay in a cost sensitive world.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

SurveySparrow

MARCH 6, 2024

The best part? Customers on Capterra praise the platform’s usability with a feature score of 4.6. What’s that one thing that connects Pollfish, SurveyMonkey, and Qualtrics? The best answer would be Surveys! Market research! Yet, they cater to different user needs. Plus, they have different complexity levels.

Multi-Channel 52

Multi-Channel 2002 Healthcare Government 52

CSM Magazine

SEPTEMBER 8, 2023

But as the industry matures, so does the challenge of keeping customers loyal and engaged. Yet, this boom also means that online stores face stiff competition in attracting and retaining customers. Yet, this boom also means that online stores face stiff competition in attracting and retaining customers.

E Commerce 52

E Commerce Loyalty Engagement Customer Engagement 52

BirdEye

SEPTEMBER 25, 2023

AI in real estate marketing helps businesses by providing data-driven insights, personalized marketing, and 24/7 customer support, enhancing efficiency, and increasing customer engagement for better results. In this blog, we’ll explore how AI in real estate is making life easier for agents and buyers. Need a quick answer?

Marketing 111

Marketing Social Media Advertising E-support 111

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Why Saying ‘No’ Helps Build Great Customer Experiences by Zach Lipson.

2021 139

2021 Article Customer Service Rewards Programs 139