CSM Magazine

JUNE 19, 2019

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand. Fast forward to today.

Loyalty 69

Loyalty Customer Service Social Media 2010 69

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

JULY 25, 2018

The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churn—and it’s already creating an incredible economic deficit in the US. And how can businesses win back customer loyalty?

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

customer sure

DECEMBER 6, 2023

Ahead of the new year, we wanted to explore in more detail the various business benefits that stem from investing in and maintaining a strong customer experience programme: Enhanced Customer Loyalty A customer who has a positive experience with a company is more likely to become a loyal advocate. We all know this by now.

2024 62

2024 Customer Experience Social Media Healthcare 62

ShepHyken

NOVEMBER 8, 2021

(destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy. 7 Best Practices to Handle (and Ace) Customer Interactions by Aayushi Sanghavi. (G2)

Article 93

Article 2021 Customer Service Retail 93

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Imagine if we time travelled back to 2010. Personalization.

Customer Experience 71

Customer Experience Contact Center 2010 Poor Customer Service 71

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124

Kayako

JUNE 16, 2022

For many years companies believed that customer service was the vanguard for building customer loyalty. The Corporate Executive Board’s Customer Contact Council (CCC) surveyed 75,000 B2C and B2B customers over three years and published their research in 2010. Lower Customer Service Agent Turnover.

Effort Score 62

Effort Score Measurement Net Promoter Score Metrics 62

ProProfs Chat

FEBRUARY 19, 2021

There are millions of customers who lose their faith in a brand when they have to put more effort than they had anticipated. Whether it is about providing multiple details before buying a product or waiting on hold for long to speak to an agent, excessive effort on part of the customer can be a deal-breaker. Let’s begin!

Effort Score 52

Effort Score 2010 Multi-Channel 2013 52

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Which takes us to 2019, which was a big step forward from what we saw in 2010.

2019 62

2019 Customer Experience 2010 Contact Center 62

NICE inContact

SEPTEMBER 11, 2018

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. In an environment where customer expectations are rapidly evolving, and flexibility is key to survival, cloud platforms have set new standards for engagement and satisfaction.

Contact Center 48

Contact Center Virtual Agent Net Promoter Score Fashion 48

Beyond Philosophy

NOVEMBER 9, 2023

Statistic #4: The American Customer Satisfaction Index (ACSI) says from 2010 to 2019, about 70% of the companies tracked by ACSI had declined or flat customer satisfaction scores. What is worse is that since then, American customer satisfaction declined more. It may result from rising customer expectations.

2024 78

2024 Customer Satisfaction 2006 2010 78

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. Organisations with a poor omnichannel strategy retain just 33% of customers.

2018 54

2018 Customer Experience B2C B2B 54

Service Untitled

APRIL 16, 2010

Home About Service Untitled Subscribe for Free Consulting Contact Archives Customer loyalty built on company focus Cheryl April 16, 2010 Customer Service , Proactive 2 Comments I grew up in a very small town where we were mostly limited to one grocery store, one department store, one morning restaurant, and even one book store.

Loyalty 41

Loyalty Blog 2010 2006 41

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Identify opportunities to enhance compliance and overall efficiency, cost, and quality of customer service.

White Paper 67

White Paper Engagement Contact Center Customer Experience 67

CSM Magazine

OCTOBER 15, 2019

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). But today’s customer expects much more. Thanks to their interactions with service providers in other industries, people expect their utilities to provide the same seamless experience they encounter elsewhere.

Communication 40

Communication 2006 2010 2013 40

C3Centricity

NOVEMBER 15, 2015

And websites and Fan pages now make it a necessary skill for brands too. Brand stories are perhaps one of the easiest ways to resonate with customers. Hopefully, this will then lead to those highly sought-after but ever-diminishing rewards of loyalty and advocacy. Customers love to tell stories about “their” brands.

2010 48

2010 E-support Brands Connections 48

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX.

User Experience 75

User Experience Social Media 2025 2010 75

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” ” ~ Richard Branson.

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

ijgolding

DECEMBER 9, 2014

When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised as one of the UKs most trusted brands is one. A few years ago (I think it was 2010), I purchased a pair of Converse trainers from online retailer JD Williams.

Hotels 84

Hotels Customer Retention 2010 Retail 84

Feedbackly

SEPTEMBER 26, 2018

Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. Popularity of Customer Experience. Consumer Expectations. Revenue Growth.

Customer Experience 56

Customer Experience Social Media Feedback 2004 56

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. Customers Will Contact You On Social Media. Now, customers want to engage back.

2018 63

2018 Social Media E Commerce E-support 63

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Kustomer

MARCH 12, 2020

Matt talks about the strategies involved in delighting customers, how to train customer service reps, and what the ultimate effortless experience is. Why Delighting Customers Is a Controversial Topic. What Creates Disloyal Customers? So, the article you’re referring to, we wrote this article back in 2010.

2010 52

2010 Customers Multi-Channel Net Promoter Score 52

Service Untitled

OCTOBER 11, 2010

Service Untitled The blog about customer service and the customer service experience. Every morning service, quality, and culture brand are set forward by the guest relations manager. Book Review: Exceeding Customer Expectations I just finished reading Kirk Kazanjian’s book Exceeding Customer Expectations.

Books 46

Books Blog Hotels 2010 46

LiveChat

APRIL 10, 2017

Authenticity has quickly become an essential quality for companies looking to increase their customer retention rates. Not only is this a noble undertaking, but it also allows loyal TOMS customers to know they make a small difference in the world every time they buy a new pair of shoes. Convert Loyal Customers into Evangelists.

Customer Retention 28

Customer Retention Loyalty Programs Customers Social Media 28