GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Experience Investigators by 360Connext

DECEMBER 11, 2014

Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale?

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Next Generation Customer Experience ConferenceSan Diego.

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

JANUARY 26, 2015

While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. 30, January 2015.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

NPS 186

NPS Net Promoter Score Feedback 2015 186

Experience Investigators by 360Connext

JULY 9, 2015

There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. The companies promote a concept of trying things out, and sometimes only keeping what you like. So I signed up for two such services in the last few months. On my dime.

2015 249

2015 Social Media Consulting Customers 249

Alida

JUNE 16, 2016

If you work in customer experience (CX), you probably already know Jeanne Bliss. A thought leader in CX even before this practice became mainstream , Bliss is an author and a rexpected expert on customer-centric leadership. Here are our top seven reasons: She pioneered the emergence of the chief customer officer role.

Chief Customer Officer 124

Chief Customer Officer 2011 2006 2016 124

Experience Investigators by 360Connext

APRIL 7, 2015

And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Our original flights home allowed for 90 minutes between landing in Dallas, getting through immigration and customs, rechecking bags and getting to our flight to Chicago. Spring Break!

Airlines 307

Airlines Customer Experience Travel Books 307

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. The 5 Rules for improving the customer complaint process are: Read between the lines. Embrace customer complaints. Empathize with the customer. Be fast, stupid.

Insurance 153

Insurance Call Center Financial Consulting 153

Beyond Philosophy

OCTOBER 15, 2015

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. consumers said they have stopped doing business with companies that blow it with Customer service.

Customer Service 151

Customer Service 2007 2015 Customers 151

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love. I couldn’t agree more.

Multi-Channel 167

Multi-Channel Call Center 2015 Customers 167

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Engagement 145

Engagement White Paper 2015 Consulting 145

Comm100

NOVEMBER 29, 2021

Advances in technology and shifts in customer preferences mean live chat best practices are often changing. We have been building live chat software for more than 10 years, helping brands like IBM, HomeTrust Bank, and Canadian Blood Services to deliver exceptional customer service. Let’s get started!

2022 85

2022 Average Handle Time Exceptional Customer Service 2015 85

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really. Some do both.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Matters

APRIL 24, 2015

As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008).

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Beyond Philosophy

MARCH 3, 2015

It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. Each year we tell you that your Customers are unhappy with the service you provide and they want you to change it. You don’t care that Customer service is getting worse. Nothing happens!

Presentation 146

Presentation 2015 Books Blog 146

transcosmos Information Systems

SEPTEMBER 27, 2016

Almost everyone has gone digital—from businesses, governments, and yes, your customers. billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 In this highly connected world, customers know that there are even more ways to connect with brands and businesses.

Customer Service 107

Customer Service Social Media E-support Exceptional Customer Service 107

Comm100

MAY 19, 2020

Note: This blog post was originally published on Jul. 20, 2015, and as it is one of our most popular posts, we have updated it to include the latest research, up-to-date statistics and best practices in this topic. Live chat is a must-have tool for your business, and this blog post is going to cover exactly why that is.

Competitive Advantage 111

Competitive Advantage Document Loyalty Sales 111

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers.

Customer Service 146

Customer Service Poor Customer Service Wireless 2015 146

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

InnerTrends

DECEMBER 2, 2019

The fast signup presents your visitor with the option to sign up for your product or service as soon as they land on your website. The goal for the fast signup is to bring in as many leads as possible so that there’s a big pool of users to convert into paying customers. It’s about which method works best for you and your business.

2015 105

2015 Demo 2014 Metrics 105

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. And now, customer experience labs have come en vogue in the last couple of years.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015! So let us reintroduce you to our Faces from 2014.

2014 104

2014 Customer Experience 2015 Contact Center 104

Beyond Philosophy

APRIL 15, 2015

In the past, companies embracing the concept were the exception; now embracing the Experience Economy is the rule. Companies are wise to make their Experience their competitive difference today. More Customers are craving an adventure. Because the best experiences engage all the senses. 29 January 2015.

2012 124

2012 Consulting 2014 Airlines 124

Beyond Philosophy

OCTOBER 24, 2016

They knew, however, that while the delay of the big announcement for a couple of days is unusual for such a high-profile, public company, it wouldn’t likely cause any loss of confidence by their long-time fans. Tesla Breaks Top 20 for Customer Experience. Tesla was the only carmaker that made the top 20 for Best Customer Experience.

Insights 167

Insights 2015 Books 2016 167

OpinionLab

NOVEMBER 9, 2016

Omnichannel fulfillment strategies, such as “Buy online, pick up in store” (BOPUS for short) or click-and-collect, can provide a win-win for both you and your customers. For their part, your customers get what they want quicker than standard shipping and more conveniently than when they purchase off the shelf.

Omnichannel 110

Omnichannel Information 2015 Retail 110

Eptica

FEBRUARY 5, 2020

Date: Wednesday, February 5, 2020 Author: Pauline Ashenden - Marketing Manager The impact of worsening UK customer satisfaction. Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. which dropped to 61.5

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

NICE inContact

MARCH 12, 2019

Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. Behind their success is an unwavering customer commitment to provide professionally managed properties that meet a rigorous standard of quality. Hope to see you there!

Contact Center 64

Contact Center Engagement Call Center 2015 64

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Organizations that don’t focus on Customers say as much in their language.

Culture 134

Culture Customer Experience Customer Centricity Airlines 134

Kayako

OCTOBER 29, 2015

The customer support rep role has travelled the world and back. Customer service was one of these areas. At the same time, many entrepreneurs began to ask: “Is outsourcing reserved for the Fortune 500 companies and huge corporations?”. A customer had an item held at customs.

2010 98

2010 2015 Poor Customer Service 2005 98

Experience Investigators by 360Connext

JUNE 1, 2015

Establishing core values within your organization is an important part of your customer experience mission. And when they arrived, I was delighted to see one of their core values printed right on the box: Our mission is not complete until the customer says, “Wow!” Customer-focused. Here’s a great example.

Brands 234

Brands 2015 Roadmap Retail 234

Michel Falcon Experience

OCTOBER 23, 2014

Back when I was hustling to become a customer experience consultant and keynote speaker, I spent 1000′s of hours researching how companies become leaders in customer experience. I examined companies like Starbucks and Zappos in awe of how they grew to become a world-renowned, customer focused organization.

2015 154

2015 Competitive Advantage Employee Experience Customer Retention 154

Tricia Morris

SEPTEMBER 17, 2015

Service wins the game.” – Dr. Tony Alessandra, Author and Consultant. It’s football season people, and one of the best things about football season (college or pro) is the opportunity to compete against your rivals. Best Effort. • Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers. Competition.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 136

Customer Experience Multi-Channel CEM Customer Centricity 136

Kayako

OCTOBER 27, 2015

Last week, Sarah Hatter of CoSupport and Sarah Chambers of Kayako joined forces to present a fantastic live webinar about the top five customer support mistakes all businesses make, and how to conquer them. Sarah Hatter founded CoSupport in 2011, and in 2014 released her first book The Customer Support Handbook. Empower your customer.

2015 88

2015 Webinar 2011 2014 88