Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome.

2018 125

2018 2002 2017 Customer Experience 125

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. High cost is no longer an excuse.

2018 112

2018 Customer Service Social Media Customer Service Training 112

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

2023 83

2023 Customer Experience Competitive Advantage 2021 83

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

2018 98

2018 Article Customer Service 2019 98

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 90

Customer Expectations 2014 Social Media 2018 90

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. This article will introduce you to 7-Eleven’s version of another way to deliver a more convenient customer experience.

2018 91

2018 Article Customer Service 2019 91

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Article 83

Article 2018 Customer Service Airlines 83

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. The figure stands at 23%for B2B,” ( Forrester ).

2018 54

2018 Customer Experience B2C B2B 54

Qualtrics

JUNE 22, 2020

The nature of these expectations will dictate the form and even the wording of customer satisfaction survey questions. Let me repeat this: the nature of these expectations will dictate the form and even the wording of your satisfaction questions. Explicit Expectations. Static Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction 2012 Reference 59

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience 2019 Metrics Insurance 62

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Chris Weddick (@chrisweddick) November 8, 2018.

2018 49

2018 Customer Success Travel 2019 49

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

2018 63

2018 Social Media E Commerce E-support 63

Oracle

JANUARY 11, 2018

With ever-increasing competition in the customer experience landscape, taking a step back to reassess your business, values, and goals helps align with customer expectations and figure out what needs to change to meet them. What worked to engage your customers in 2017, or earlier, may not bring you success in 2018.

2018 53

2018 Social Media 2017 Customer Centricity 53

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. You might also be interested in these posts: The importance of customer experience in a winner takes all world. Share this page on: Tweet.

Customer Expectations 51

Customer Expectations Brands Social Media 2018 51

Ann Michaels and Associates

DECEMBER 27, 2018

The importance of replying to customer reviews. • 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • 41% of consumers say that brands replying to reviews makes them believe the company really cares about their customers (Bazaarvoice). •

2018 73

2018 2017 2016 B2B 73

ProProfs Chat

NOVEMBER 17, 2017

No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. It keeps customer satisfaction up, cuts handling costs, and helps.

2018 111

2018 Omnichannel 2017 Technology 111

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. Yet just over half worldwide said most companies fall short in delivering experiences, and 54 percent don’t believe that companies have their best interests in mind. AnswerDash can help.

Customer Expectations 61

Customer Expectations 2016 Customer Service Representative 2018 61

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. .” Here are my top five picks from last week.

Article 69

Article 2018 Customer Service B2B 69

Second to None

APRIL 11, 2018

Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Between 2018 and 2020, the adoption of chatbots increased by 67%.

Financial 90

Financial 2022 Customer Experience Omnichannel 90

transcosmos Information Systems

MARCH 20, 2018

Over the recent years, the focus has been on enhancing customer support in every contact point so that the overall customer experience is always a positive one. Since this trend is poised to continue for a long time, businesses should adapt and come up with different strategies to better serve customer demands and needs.

2018 76

2018 Customer Service E Commerce E-support 76

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Traditionally customers called. Your customers expect it, so don’t fight it.

2018 72

2018 Article Customer Service Loyalty 72

Oracle

JANUARY 15, 2019

The SmarterCX team is on location at NRF 2019: Retail’s Big Show in New York City this week getting an inside look at the latest in retail customer experience trends and technology. Check back as we add new insights, trends, and retail customer experience takeaways from NRF 2019 throughout the week!

2019 100

2019 Retail Customer Experience Omnichannel 100

GetFeedback

AUGUST 14, 2019

No explanation is provided by ACSI, but you can take a look at the years and make some guesses based on the key drivers, which are expectations, perceived quality, and perceived value. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience. Hint: It all comes back to K.I.S.S.ing.). And, when asked what brand has truly wowed Matt?

2013 244

2013 2011 2012 2010 244

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? It’s simply natural to let expectations creep between brands.

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

Oracle

MARCH 21, 2018

Because of the speed customer experience (CX) is moving, executives leading the charge often have mixed up perceptions about their own proficiencies and how prepared they are to face the future. Rapidly changing data and smarter technology keeps changing what customers expect from brands.

Customer Experience 101

Customer Experience 2018 Customer Expectations Insights 101

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) I outlined how each contributes.

2018 37

2018 2005 2019 ROI 37

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018.

2018 49

2018 Loyalty Brands Loyalty Programs 49

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. This short article shows three ways to create a better employee experience that sets the tone for the customer experience.

Article 76

Article 2018 Customer Service Airlines 76

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

2018 40

2018 Social Media Healthcare 2019 40

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

ROI 59

ROI Customer Experience 2011 Customer Centricity 59

Customer Guru

OCTOBER 9, 2018

Before we begin our discussion into digital customer experience and how it must be improved, we must first understand what it is to be digital. According to the 2018 Global Digital suite of reports by We Are Social and Hootsuite, more than half the world’s population is online! What could be a differentiator for you today?

Customer Experience 119

Customer Experience Social Media Customers Definition 119

Kayako

SEPTEMBER 20, 2018

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts. Provide Tailored Services .

B2B 81

B2B Sales Customer Experience Customer Journey Mapping 81

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 64

Customer Experience Customer Centricity Culture 2018 64

ProProfs Chat

MAY 6, 2020

That’s why your business needs to work towards building a customer experience that: Encourages customers to become loyal to your brand . Prompts them to share their awesome experience with your brand on public platforms. Helps you bring in new customers via word-of-mouth publicity. Future of Customer Experience.

2020 66

2020 Customer Experience E Commerce E-support 66