Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have gladly defected to a competitor after our “go-to” brand disappointed us in some major way. Why are the executives surprised? We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Beyond Philosophy

APRIL 11, 2024

But how should you do it, and why is it important? But the Jobs to Be Done framework makes you wonder why the person using the drill wants a hole. So, if that was the job, why buy an expensive brand like Gucci? The funny thing is that sometimes that motivation is hidden, even from the customer. Both are fair questions.

Books 78

Books Customers Insights Marketing 78

eGain Blogs

AUGUST 12, 2022

At the conference, you will learn all there is to know about modern knowledge management —the missing ingredient in most customer service deployments, per Gartner—including the what, the why, and the how. Which is why we are calling it the #1 Knowledge Management conference your CX needs. You will know the megatrends.

Demo 87

Demo Contact Center Events Workshop 87

BlueOcean

APRIL 20, 2023

I hated losing him, but it’s those kinds of moments that show why the culture of our company is so important. I mean, why would anybody want to go back to a job that they didn’t enjoy, right? And he went from being an agent on the floor to being a supervisor, and now he’s Vice President of Training and Development.

Contact Center 156

Contact Center Culture 2013 Airlines 156

Retently

JUNE 28, 2022

There’s a reason why customers that rate your business as 9 or 10 are called Promoters: they’re so happy with your product or service that they feel totally confident to recommend it to their friends and colleagues. And when customers feel valued, they will not only spend more but also gladly recommend the business to their circles. .

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Kustomer

FEBRUARY 29, 2024

Why Users Seek Alternatives to Gorgias Many users perceive Gorgias as a niche player in the customer support software segment, and in many respects, it is. Discover why Kustomer is ThirdLove’s preferred CX solution and how it has enabled them to track the entire customer journey, empowering agents to deliver personalized support at scale.

E Commerce 52

E Commerce 2024 E-support Feedback 52

CSM Magazine

FEBRUARY 2, 2024

Why the delay? She said she would check and disappeared into the kitchen. A bit later she came back and said it would be a few minutes longer. My meal finally arrived and I’m glad to say it was delicious. But the forty-five-minute wait had left a slightly bitter taste in my mouth. So, what had gone wrong?

Magazine 52

Magazine Social Media Banking Customers 52

Zeisler Consulting

APRIL 12, 2023

That’s because good analysts are inquisitive not just about what you want to determine, but why you’re looking for a quantitative answer. But fundamentally there needs to be an idea of what sort of question you’re trying to answer (and why) if the data is going to guide you with regard the actual solution.

NPS 72

NPS Insights Presentation Interaction 72

Beyond Philosophy

FEBRUARY 8, 2024

Language is essential to your customer experience , so today, I thought we could examine why. So, why be willy-nilly about the language used in customer communication? Get access to your free ebook here and why not tell a friend? How you present information changes how people perceive it. Thanks for reading, we appreciate you!

Presentation 78

Presentation Consulting Interaction Reference 78

Experience Investigators by 360Connext

JULY 1, 2015

That’s why we’ve chosen Stripe for our June 2015 Microinteraction of the Month! Clients want to know what the experience will really be like, before making a commitment. There’s no such thing as “risk-free” when we put something new in front of customers. Click To Tweet. Stripe lets you use their service to process the payment!

User Experience 183

User Experience B2B Sales Demo 183

Beyond Philosophy

FEBRUARY 10, 2022

We hope you enjoyed this issue of Why Customers Buy. We explore the many reasons why customers do what they do—and what you should do about it. The post Why Your Measurement is Killing Your Customer Experience And What to Do About it appeared first on CX Consulting. There you have it. Think reading is for chumps?

Measurement 166

Measurement Customer Experience Net Promoter Score Customer Satisfaction 166

Beyond Philosophy

AUGUST 25, 2022

So, why would customers want a company to provide a proactive experience? We explore the many reasons why customers do what they do—and what you should do about it. By interpreting some indicators that have been programmed, the application will reach out to resolve a perceived customer need. There you have it.

Contact Center 147

Contact Center Hotels Social Media Interaction 147

Beyond Philosophy

AUGUST 18, 2022

If you extend that understanding to a customer experience , you will also know what’s impacting you and why. The Big Five Personality Dimensions help us better understand our strengths and why certain things might be difficult for us. We explore the many reasons why customers do what they do—and what you should do about it.

Reference 147

Reference Measurement Leadership Books 147

Beyond Philosophy

JANUARY 11, 2024

Then, you can determine why they buy from someone else. Rule #1: Identify that habit and loop people are in. You should be able to identify the cue, response, and reward people get from their habitual purchases. The tricky part is that cue. The response is obvious: they are buying from the competition.

Return on Investment 88

Return on Investment Insurance Hotels Customers 88

Experience Investigators by 360Connext

JULY 9, 2015

Why should a customer need to call anyone to cancel? I was very clear about why – it’s not you, it’s us. If I feel like I could keep up, I’d have no problem signing up again as a customer with Julep, who I’ll also gladly recommend to others. Well, their model is to make it difficult.

2015 249

2015 Social Media Consulting Customers 249

Beyond Philosophy

MARCH 7, 2024

Emotions are why people will say one thing on a survey and, in real life, do something else completely. Get access to your free ebook here , and why not tell a friend? You have to understand which feelings are essential at a more granular level. Is your management team among them? Thanks for reading, we appreciate you!

ROI 78

ROI Return on Investment Measurement Customers 78

Talkdesk

NOVEMBER 26, 2019

Thought leadership Jafar Adibi, head of AI and Data Science at Talkdesk, led a thought leadership session for press and analysts on why using AI as a tool to improve contact center efficiency is so simple, all you see is results. Additionally, attendees had the exclusive opportunity to preview the new Talkdesk innovation roadmap and updates.

Contact Center 78

Contact Center 2019 Roadmap Leadership 78

Magellan Solutions

APRIL 21, 2021

Why we want you to outsource outbound sales calls. Our genuine care for clients and their consumers is the main reason why industries choose us for their growth. . We do not want to bother you any further which is why we follow: Do Not Call List. We would gladly offer you alternatives and options to choose from.

Sales 52

Sales Call Center Contact Center Advertising 52

Beyond Philosophy

SEPTEMBER 30, 2022

We will also look closely at why we forget things. We explore the many reasons why customers do what they do—and what you should do about it. I also love this subject and look forward to our next part, the series finale. We would be glad to hear from you and help you with your challenges. There you have it.

Loyalty 78

Loyalty Connections Consulting Information 78

Hello Customer

APRIL 24, 2020

In this blog post, we gladly share some of the insights with you. Last week we hosted a strategic session with some of our customers, together with Steven Van Belleghem. During this session, they had the chance to put some of the biggest challenges they’re facing on the virtual meeting room table. The key take-away? Try a little tenderness.

E Commerce 87

E Commerce E-support Consulting Webinar 87

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Why Customer Support and Loyalty Initiatives are Worth the Investment by Josh Brown.

2017 69

2017 Article Customer Service Customer Service Training 69

Beyond Philosophy

JUNE 17, 2019

I cannot fathom why service people don’t simply write down who ordered what, especially when there are only two people at the table. Why did they pretend they were doing you a favor by fitting you in at the last minute? Why didn’t we make a reservation? Why You Must Create and Sustain a Customer-Centric Culture.

Customer Centricity 121

Customer Centricity Culture Consulting ROI 121

Beyond Philosophy

OCTOBER 12, 2023

Today, we look at why this happens and what you can do about it in the future. We want to finish it by then, so why not use that date? The Planning Fallacy is rooted in optimism and affected by how we think about the future. When we have to do something very soon, we are less likely to fall victim to it. It’s Not What You Think!

Healthcare 88

Healthcare 2005 Banking Consumers 88

Beyond Philosophy

SEPTEMBER 22, 2022

In this issue, we explain why memories are essential to experiences, when we use them to decide sometimes, and how memories form. So, why is memory crucial? We hope you enjoyed this issue of Why Customers Buy. We explore the many reasons why customers do what they do—and what you should do about it.

Retail 88

Retail Connections Consulting Interaction 88

Beyond Philosophy

JULY 7, 2022

Why not check this item at 70% off?” We explore the many reasons why customers do what they do—and what you should do about it. After receiving a few texts after the shopping trip, I browsed the website. I looked at a few things and then got off the site. ” I like a bargain, so I looked at it. It was 70% off.

Retail 160

Retail Online Experience Interaction Technology 160

Customer Bliss

FEBRUARY 19, 2019

His writing and research have clarified for us the importance of memory and why it elevates companies and their people when they embrace memory creation as pivotal. ” Memory two: “That was sure disappointing, but they took the time to let me know why. Memory one: “That was painful.

Brands 208

Brands Hospitality Chief Customer Officer Return on Investment 208

Magellan Solutions

MAY 31, 2021

Why should you outsource outbound sales calls with us? . We would gladly offer you alternatives and options to choose from. We do not want to bother you any further which is why we follow: Do Not Call List. The post Why Should You Outsource Sales Calls? We also have years of experience to ensure we know what we are doing.

Sales 52

Sales Call Center Social Media Insurance 52

ShepHyken

NOVEMBER 4, 2019

Gladly) A look at the channels your customers are on, how long they’ll wait for service on each, and their expectations when it comes to their experience between them. Which Avenger would you hire and why? He writes about looking through service and kindness through his black cat’s eyes. Nothing spooky about that cat.

Article 83

Article 2019 Customer Service Social Media 83

Gainsight

AUGUST 4, 2022

Developing engagement strategies that address each potential obstacle ensures that your customers understand why your team prioritized this release and how it will help them reach their specific goals. Most accounts saw the older version of the Instagram interface within a few days. Product experience drives customer experience.

Customer Experience 64

Customer Experience Roadmap Social Media Feedback 64

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

Why do we do this? CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. Free events include webinars, panel discussions, and all kinds of global learning opportunities throughout the day. The first wave of customer experience professionals have had to create our own paths.

2019 146

2019 Social Media Webinar Events 146

Beyond Philosophy

SEPTEMBER 8, 2022

We hope you enjoyed this issue of Why Customers Buy. We explore the many reasons why customers do what they do—and what you should do about it. If you have a business problem that you would like some help with, contact me on LinkedIn or submit your pickle here. We would be glad to hear from you and help you with your challenges.

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97

Myra Golden

FEBRUARY 4, 2023

Why Calls Get Beyond Your Control When customers feel like you don’t understand their issue, they’ll over-explain and vent unnecessarily. Controlling phone calls; getting your average handle time down, known as AHT, comes down to emotional intelligence. Knowing how they feel and how they see things is crucial. Glad you asked!

Contact Center 52

Contact Center Average Handle Time Healthcare Presentation 52

Playvox

DECEMBER 7, 2022

Others need help solving a problem: “Why was I charged twice for inflight WiFi?”. Why Don’t Frontline Customer Service Agents Show Empathy? Here’s why some customer service agents fail to respond with empathy: Agents Think Empathy is Optional (or Even Risky) . I can see why that made you angry.

Social Media 70

Social Media Hospitality Insurance Travel 70

Beyond Philosophy

DECEMBER 8, 2022

9Diminishing sensitivity is why what exceeded customers’ expectations and delighted them in your experience on its introduction becomes what customers expect and appreciate—but don’t celebrate—upon return. In other words, diminishing sensitivity explains why the more of something you have, the less you feel strongly about getting more of it.

Hotels 78

Hotels Consulting Customers Metrics 78

Beyond Philosophy

JUNE 9, 2022

However, it might surprise you to learn your Customers want self-service—and the reasons why might surprise you even more. Why Do We (Not) Want Interactions? We explore the many reasons why customers do what they do—and what you should do about it. 68% of shoppers want virtual try on tools for clothes and makeup.

Airlines 88

Airlines Interaction Reference Books 88

Beyond Philosophy

AUGUST 11, 2022

We explore the many reasons why customers do what they do—and what you should do about it. Then, he encourages them to see the bigger picture for the group dynamic. Using this approach, he says at the end of the day, each team member should be proud to embrace the culture, vision, and goals and work towards achieving them. There you have it.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ShepHyken

APRIL 3, 2017

This short article makes the case for why internal service is important and teaches us a few questions we should be asking our fellow employees (internal customers). My Comment: Our friends at Gladly shared a short article and some slides with quotes from some fellow customer service/experience experts (including myself).

2017 76

2017 Article Social Media Customer Service 76