Beyond Philosophy

OCTOBER 17, 2016

Customers are not loyal because of the Customer Experience you provide. They are loyal because of the Customer Experience they remember you provided. Furthermore, customers don’t remember the entire experience but only bits and pieces. The memory your experience creates inspires customer loyalty.

Loyalty 167

Loyalty Books 2016 Consulting 167

Experience Matters

DECEMBER 15, 2015

With this post, I’m declaring 2016 “ The Year of Emotion.”. We agree and believe that customer experience is a reflection an organization’s culture and operating processes. Customer Journey Designing. As this happens, we recommend that more companies adopt what we call Customer Journey Thinking ©.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

Forrester

OCTOBER 5, 2016

Last week, my colleague Rick Parrish discussed the stagnation in CX for Canadian brands from our Canada 2016 Customer Experience Index™ In this post, I'll explore another big finding from our research: The way an experience makes customers feel has a bigger influence on their loyalty to a brand than the effectiveness or ease of the experience.

2016 79

2016 Loyalty Customer Experience Brands 79

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Customer Loyalty B2B Statistics.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

Forrester

AUGUST 5, 2016

CX professionals often think that getting emotion right is simple: Make your customers happy, not angry. CX professionals often think that getting emotion right is simple: Make your customers happy, not angry. However, we find that anger and happiness do not have a very strong influence on customer loyalty. emotion.

2016 75

2016 Loyalty Customer Experience Brands 75

Michel Falcon Experience

DECEMBER 28, 2016

In December 2016, I had a great opportunity to travel to Australia to go on a keynote speaking tour , visiting Sydney, Melbourne and Gold Coast, to work closely go with LJ Hooker (Australia’s largest real estate company). I asked him questions like: How are real estate agents using customer experience to grow their business?

Loyalty 74

Loyalty Customer Experience 2016 Travel 74

Customer Bliss

APRIL 20, 2016

Deloitte recently did a study of 7,000+ companies in 130+ countries called Deloitte Human Capital Trends 2016. Organizational decision-making is a crucial topic in the modern business environment, and it’s absolutely essential to driving customer growth and customer loyalty. Let’s explore a little bit more.

Loyalty 165

Loyalty Chief Customer Officer Leadership B2C 165

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. 1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? Salesforce Survey Shows Customer Experience Now Job No.

2016 117

2016 Article Social Media Net Promoter Score 117

CSM Magazine

MAY 23, 2016

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Customer loyalty and retention, online customer experience, and data and analytics are also the top trends predicted by practitioners.

2016 56

2016 Customer Experience ROI Download 56

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. Customer Loyalty Still Requires A Personal Touch by Richard D’Ambrosio.

2016 123

2016 Article Customer Service Travel 123

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

2016 130

2016 Article Customer Service 2017 130

Forrester

SEPTEMBER 29, 2016

I'm happy to announce that we just released this year's Customer Experience Index report for Canadian brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.

2016 87

2016 Wireless Customer Experience 2015 87

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Forrester

NOVEMBER 2, 2016

When it comes to their customers, Indian organizations are an ambitous lot. CX is about what customers perceive, not what companies claim. What do Indian customers think about the experiences they have with companies in India? What do Indian customers think about the experiences they have with companies in India?

2016 79

2016 2015 Customer Experience Measurement 79

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. This article may get you thinking about how to target the influencers in your industry, which may be industry experts or your most “influential” customers. Speed Is Best Measure of Customer Experience by Gerry McGovern.

2016 114

2016 Article Customer Service Books 114

Forrester

SEPTEMBER 9, 2016

The 2016 China Customer Experience Index report, which I co-authored with APAC CX team principal analyst Ryan Hart , went live last Thursday at the Forrester's CX MARKETING SHANGHAI 2016 forum. Several Brands Moved From OK To Good - China CX Index, 2016 score distribution.

2016 56

2016 Customer Experience Loyalty Measurement 56

Experience Matters

OCTOBER 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 109

Net Promoter Score 2016 NPS Loyalty 109

CSM Magazine

DECEMBER 14, 2015

Temkin Group, a leading customer experience firm, has published its annual list of customer experience trends. As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. Emotion Arising.

2016 45

2016 Customer Experience Customer Journey Mapping Contact Center 45

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. The problem with my subject, is that very often, there is no right answer!

Customer Centricity 56

Customer Centricity 2016 Customer Experience Definition 56

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. 13 Haunting Customer Service Statistics by Tricia Morris. Microsoft) Here are 13 haunting (and daunting) customer service statistics that are keeping brands, and especially CSRs, up at night. I call them customer loyalty killers.

2016 124

2016 Article Customer Service Hotels 124

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. SERVICE ENDURANCE.

Loyalty 122

Loyalty Call Center Hospitality 2016 122

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty.

2016 119

2016 Article Customer Service Government 119

Beyond Philosophy

OCTOBER 29, 2015

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. And it’s because they are realigning to their Customer-center. The new fit descriptions are designed to help Customers know which fit is appropriate for what activity. The VOC is the Key. It shows us two things.

Customer Experience 154

Customer Experience 2016 Consulting Call Center 154

Forrester

JULY 18, 2016

It's time for one of Forrester's big annual events: The publication of this year's Customer Experience Index report for US brands. The report is based on Forrester's CX Index ™ methodology, which measures how well a brand's customer experience strengthens the loyalty of its customers.

2016 60

2016 Wireless Customer Experience Government 60

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. Here are my top five picks from last week.

2016 83

2016 Article Chief Customer Officer Customer Service 83

Bob Hayes

AUGUST 21, 2017

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. retention, repeat purchases, increased purchases).

Customer Experience 103

Customer Experience 2012 Retail 2020 103

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? That means the loud and complaining customer may get more attention than one who quietly and politely complaints.

2016 81

2016 Article Customer Service Loyalty Programs 81

Customer Bliss

JULY 11, 2017

Catherine Courage is currently the VP of Ads and Commerce User Experience at Google, where she’s been since October 2016. This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Some include: Customer satisfaction. Customer retention.

Leadership 0

Leadership Customer Experience 2013 2011 0

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

2016 104

2016 Article Social Media Customer Service 104

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. Customer experience in the age of disloyalty by Blaise Lucey.

2016 74

2016 Net Promoter Score Article Customer Service 74

Michel Falcon Experience

APRIL 22, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. SERVICE ENDURANCE.

Loyalty 79

Loyalty Customer Service Call Center Customers 79

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

2016 78

2016 Article Customer Service Loyalty Programs 78

Michel Falcon Experience

APRIL 12, 2017

Welcome to this week’s video where I teach you how to use customer experience and employee engagement strategies to grow your business and create customer loyalty. In 2016: 68% of workers say training and development is the most important workplace policy. SERVICE ENDURANCE.

Loyalty 79

Loyalty Customer Service Call Center Customers 79

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

2016 59

2016 Customer Service 2017 Contact Center 59