Steve DiGioia

MARCH 3, 2022

When a customer comes into your business complaining about your competition, don’t get dragged into a finger-pointing festival. Be modest and appreciative that this customer has decided to now do business with you. RELATED POST: One Word That Will Improve The Customer Experience. Have a Reason to Smile. It’s your turn to shine….

Blog 89

Blog Customer Service Customer Experience Customers 89

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 98

Virtual Agent Contact Center Management Technology 98

CX Accelerator

APRIL 1, 2022

After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. When I began to make my offer, the customer responded with something like: “Look.

Contact Center 266

Contact Center Communication Connections Customers 266

Steve DiGioia

FEBRUARY 24, 2022

Why do some businesses lose sight of the big picture when it comes to their customers? We all want the “big sale” and may prioritize the customers as they come in our doors; the biggest customer goes to the best salesperson; the little customers are portioned out among the weaker newbies. TipsOnThursday.

Blog 83

Blog Sales Customer Service Customers 83

Beyond Philosophy

JUNE 11, 2021

In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. Now, I believe that the customer relationship goes both ways and customers that aren’t treating your organization or employees well should get sacked.

Net Promoter Score 99

Net Promoter Score Airlines Banking Telecommunications 99

Michel Falcon Experience

FEBRUARY 12, 2020

Since operating michelfalcon.com, writing blog posts and producing videos, I’ve had many people ask for advice on how to manage a relationship with their manager. More often than not, after they describe their leader’s behaviours and actions I sense that they are on the path to getting fired. Rhys’ Recommendation.

Communication 97

Communication Management Leadership Blog 97

GetFeedback

NOVEMBER 20, 2019

These days, businesses are investing more in perfecting the customer experience. . We are in a customer-centric economy, where customer opinion is held at the highest standard of value. That’s why collecting customer feedback is more important than ever. . Why social media is a gold mine of customer feedback.

Social Media 284

Social Media Feedback Customers Customer Centricity 284

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Design a customer-centric culture.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Daniel Group

APRIL 12, 2022

Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how to encourage your customers to be a vital part of your B2B company’s sales and marketing. Service must be part of the package.

Customer Experience 103

Customer Experience Banking Reference B2B 103

Steve DiGioia

DECEMBER 16, 2021

Being in the hospitality industry for 20+ years, and providing customer service for many more, I have learned that you win some and lose some. No customer interaction will be perfect for your business. A customer’s taste, perception, culture, expectations, etc. It’s OK To Fire Your Customer.

Hospitality 59

Hospitality Culture Blog Customer Service 59

Beyond Philosophy

MARCH 21, 2024

So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that. To that end, I have five rules to handle a customer crisis. Many of the principles we use to manage a customer complaint apply in this planning and building of a crisis process.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way. It’s more than a project.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

SaleMove

JANUARY 20, 2021

In our previous blog in The Times They Are a-Changing: Talent in the Contact Center Series , we discussed how virtual agents, or bots, are transforming the contact center workplace, pushing live human agents to become strategic troubleshooting experts and managers to become agent coaches. Who’s responsible to oversee the bots?

Virtual Agent 52

Virtual Agent Contact Center Management Technology 52

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

BirdEye

AUGUST 15, 2022

93% of customers find local businesses online. With a solid online marketing strategy, you’ll be better able to connect with potential customers in your area and generate more leads for your business , no matter its size. Companies are continuously battling for new local customers and repeat business.

Marketing 98

Marketing Social Media Competitive Advantage Events 98

One Millimeter Mindset

AUGUST 23, 2018

Do you have a customer retention scorecard? Any of the plethora of scoring systems which measure customer satisfaction and loyalty. And your own performance is measured and compared with the ratings customers provide on a quarterly basis. Customer retention matters when it is time to renew that contract. End of story.

Customer Retention 133

Customer Retention Workshop Measurement Sales 133

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

GetFeedback

AUGUST 29, 2018

If you use Net Promoter Score (NPS) to keep tabs on customer happiness, then you know how painful a low score can feel. While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. Step 3: Improve the customer relationship.

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

Stella Connect

NOVEMBER 11, 2021

Building an effective customer service rewards program means juggling multiple tasks all at the same time. Keep reading for our tips on how to streamline your customer service rewards program to keep your agents motivated, engaged, and inspired. Powering Agent Incentives with Customer Feedback.

Rewards Programs 93

Rewards Programs Customer Service Fashion Contact Center 93

CX Accelerator

SEPTEMBER 24, 2019

But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. Most people know what salespeople or customer service representatives do. Oh, so that’s customer service, right?”. Customer-centricity can be embedded in many places in a company’s strategy.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

CSM Magazine

JANUARY 13, 2022

“Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company.” – Connie Elder. For businesses, the entire customer pool is available through social media. What is social customer service?

Customer Service 52

Customer Service Social Media Customer Service Representative Insurance 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). In this blog post, we’ll answer all these questions and more.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

SurveySensum

FEBRUARY 7, 2024

Instead of bombarding your audience with dry stats—an effort as futile as trying to start a fire with wet wood—dive into their thoughts and feelings. Use analytics tools, customer feedback platforms , and social media monitoring to gain deeper insights into your audience. What are their interests, values, and pain points? How to do it?

Connections 52

Connections Social Media Demo Feedback 52

SaleMove

JUNE 11, 2020

In this third installment of this blog series, we continue to discuss how to staff the contact centers of the future. With more and more interactions with customers occurring online, companies are turning to Artificial Intelligence (AI) chatbots to keep up with high online traffic. How will that help customers?

Virtual Agent 52

Virtual Agent Contact Center 2001 Insurance 52

Optimove

DECEMBER 21, 2023

Re-engage your churned customers with this guide Download Now Why it Matters: Marketing fatigue happens when consumers feel overwhelmed by generic and irrelevant messages. It can cause customer alienation, diminished loyalty, and reduced trust and lead to negative brand perception, wasted resources, and lower return on investment.

2023 64

2023 Consumers Brands Marketing 64

Steve DiGioia

APRIL 5, 2021

Grumpy Old Guys Commit to Great Service. If you follow my blog, like me, you have a passion for customer service and enjoy finding new and exciting ways to WOW your customer. And I bet you would do this too if you owned the company and one of your employees chased away a customer because of their uncaring actions.

Customer Service 98

Customer Service Customers Blog 98

BirdEye

SEPTEMBER 6, 2023

Knowing your customer is your business’s first and best competitive advantage. And that information comes from various sources, especially market research surveys, marketing surveys, and other customer surveys. Market survey questions can be about a company’s products or services, brand awareness, and customer experiences.

Marketing 58

Marketing NPS Advertising Brands 58

Beyond Philosophy

APRIL 28, 2022

However, their customers keep complaining. The main point of that podcast was that a critical part of customer strategy and competitive differentiation is to determine how you are different from the pack and communicate that to your customers. Also, customers should recognize that value.

B2B 89

B2B Communication Retail Customers 89

Beyond Philosophy

SEPTEMBER 18, 2016

Q: What has two Million phony accounts, 5,300 fired employees, a fine of $185 million and a retiring leader enjoying $124 million in stock and options after retirement? A: Wells Fargo Bank, the latest bank to suffer the scrutiny of the truth and forced to answer for taking advantage of its customers’ trust.

Banking 166

Banking Books Culture Webinar 166

Beyond Philosophy

DECEMBER 17, 2018

have come under fire recently over their lousy customer service. Both are monopolies, and a monopoly is almost always bad news for the customer. Water service to homes in the U.K. The UK’s water utility regulator, Ofwat, is now actively monitoring the satisfaction levels of water utility customers.

Government 123

Government Travel Customer Satisfaction Customer Centricity 123

Totango

SEPTEMBER 7, 2021

B2B client engagement strategies can help you retain more customers if you know which best practices to follow. These include engaging your customers from a 360-degree perspective, using support tools to help your clients use your product and taking a digital-first, team-based approach to customer success.

B2B 80

B2B Engagement B2C Customer Success 80

NICE inContact

MARCH 28, 2019

Valvoline has built a trusted worldwide brand over decades in premium automotive lubricant products, services and stores. million inbound interactions annually—everything from product questions from customers to queries from large retail partners. In its local service centers, though, the customer experience was lacking.

Automotive 56

Automotive Contact Center ROI Retail 56

SurveySparrow

SEPTEMBER 27, 2022

Besides dealing with loads of questions, annoying bugs, and umpteen feature/discount/special requests, customer service people also juggle multiple conversations and customers on a daily basis, and they are indispensable to a company’s reputation. Customer service professionals simply don’t know the meaning of “I don’t know.”

Customer Service 52

Customer Service Customers Social Media Feedback 52

Customers That Stick

DECEMBER 4, 2014

With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. How will you inform customers of changing store hours? Can you augment your parking if needed to accommodate customers? No shock here.

2014 124

2014 Customer Service Blog Information 124

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

Customer Bliss

SEPTEMBER 27, 2016

I can’t believe we’re at 21 episodes of The Chief Customer Officer Human Duct Tape Show. Even though I’ve been doing this type of work since 1983, I’m consistently learning new aspects of the craft and re-energizing my own customer focus for my clients by talking to these guests. It’s been awesome!

Healthcare 141

Healthcare Chief Customer Officer Hospitality Leadership 141

Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Why is Customer Experience (CX) so important? The CX opportunity.

Customer Experience 52

Customer Experience Net Promoter Score NPS Touchpoint 52