Experience Investigators by 360Connext

DECEMBER 10, 2014

Then George spent a good five minutes explaining the concept of a follow-up customer satisfaction survey to me. Executives would nod their heads in satisfaction and think there was nothing to be done! And I, the original Customer Experience Investigator™, was helping them perpetuate that myth! Oh the irony!

Customer Satisfaction 243

Customer Satisfaction Retail Social Media Consulting 243

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Create a positive customer-centric culture amidst the support team. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

InMoment XI

SEPTEMBER 20, 2023

Retail’s NPS Drivers When we scrutinise the net promoter score (NPS) data by sector, a pattern emerges: product quality and great value consistently stand out as the primary drivers of customer loyalty. Making it easy for customers to access help, both online and offline, is another critical factor in building loyalty.

Net Promoter Score 260

Net Promoter Score Retail NPS Government 260

InMoment XI

AUGUST 10, 2017

You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. View Article.

Loyalty 200

Loyalty Engagement Download Books 200

InMoment XI

AUGUST 10, 2017

You can download the entire book here. Forward Our understanding that there is a connection between employee satisfaction and customer satisfaction goes back at least to the Service Profit Chain Model. Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. View Article

Loyalty 200

Loyalty Engagement Download Books 200

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 28) can’t be empathetic.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

SurveySensum

FEBRUARY 24, 2023

In today’s competitive market, customer satisfaction is crucial for businesses to succeed. After all, the longer you keep your customers satisfied, the more likely they are to stay loyal to your brand and continue to invest in your products. Ready to take your customer satisfaction to the next level?

Automotive 52

Automotive Customer Satisfaction Touchpoint Feedback 52

Promoter.io

APRIL 11, 2017

The following post is an excerpt from Chad Keck’s upcoming book on Winning with Net Promoter. Complete the form at the bottom of this post if you’d like to be notified when the book becomes available. How many times have you heard that customer satisfaction is the key to a long lasting, successful business? Or […].

Customer Satisfaction 71

Customer Satisfaction Loyalty Books Customers 71

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

ShepHyken

DECEMBER 11, 2023

Leaders need to continuously communicate and appreciate the impact of customer-centric behaviors. True customer loyalty extends beyond transactional interactions and loyalty programs. Building authentic, emotional customer relationships can lead to loyalty and increased revenue. What is effective empathy?

Customer Centricity 82

Customer Centricity Culture Loyalty Programs Loyalty 82

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

Eptica

MARCH 27, 2019

Date: Wednesday, March 27, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Three books that highlight the importance of the Voice of the Customer. In this book, customer experience champion Maurice FitzGerald suggests that the key to success is not assuming you know what your customers want.

Books 66

Books Net Promoter Score 2019 Loyalty 66

ShepHyken

NOVEMBER 30, 2016

Jim Collins, author of the bestselling business book, Good to Great said, “Good is the enemy of great.”. A good customer service experience is doing what you are supposed to do. This is why it concerns me when companies talk about “satisfying” their customers. That’s expected. In other words, it meets basic expectations.

Exceptional Customer Service 134

Exceptional Customer Service Customer Satisfaction Customer Service Social Media 134

ShepHyken

FEBRUARY 20, 2024

It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again. So, like the Time Well Spent question, ask yourself, “Is what I’m doing right now going to get the customer to come back the next time they need what we sell?” This is my Loyalty Question , a concept I’ve shared many times over the years.

Metrics 150

Metrics Customer Service Workshop Measurement 150

ProProfs Chat

SEPTEMBER 9, 2020

If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points. What is a Customer Loyalty Program?

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Rewards Programs 96

Beyond Philosophy

AUGUST 23, 2017

What does customer loyalty , customer satisfaction , customer experience or even “Happiness” look like on a chart or in an Excel sheet? When a CX delivers on Customer Satisfaction or even the nebulous concept of happiness, you can show it in no uncertain terms. How does one measure a concept?

Measurement 133

Measurement Loyalty Metrics Consulting 133

LiveChat

SEPTEMBER 22, 2017

Some time ago, I read a mind-opening book about communication in relationships. Businesses have relationships with their customers. So today, I will help you to give your customers good reasons to stay with you. I will show you how to meet their needs and how to improve customer satisfaction. You should do it too.

Customer Satisfaction 106

Customer Satisfaction Sports Social Media Entertainment 106

Currency Alliance

OCTOBER 12, 2020

That type of simple recognition goes a great way in building loyalty with customers. This presentation is about driving customer engagement, and how the loyalty industry is transforming in order to engage with the mid-tail and long-tail customer. Loyalty programs must evolve to keep customers engaged.

Loyalty 98

Loyalty Marketing Loyalty Programs Banking 98

CSM Magazine

MARCH 6, 2019

A survey of customer experience in the UK’s casual dining restaurants has found that Wagamama leads the way in many key metrics. Market Force Information has revealed that Wagamama has the highest customer satisfaction, the biggest propensity to gain recommendations from diners and the most loyal customers on the high street.

Customer Satisfaction 56

Customer Satisfaction Social Media Books Loyalty 56

Comm100

SEPTEMBER 22, 2016

“Books are the quietest and most constant of friends; they are the most accessible and wisest of counselors, and the most patient of teachers.” Sometimes we learn important customer service skills through training, or through years of hard-earned experience. In this book, Ury teaches you the steps to a positive no.

Books 70

Books Customer Service Culture E-support 70

Beyond Philosophy

JUNE 11, 2015

Without fear of (much) argument, it’s a fair statement that all companies want, and try to generate and achieve, optimum loyalty from their customer base. They should want this because study after study shows the financial rewards of having loyal customers. Customer loyalty programs are especially popular among retailers.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

ProProfs Chat

MARCH 30, 2018

In short, you need to be an expert to understand how you can ensure higher customer satisfaction rate. But in case you’re new to the market or haven’t worked through the road of being an expert, then it’s time you read what market experts have to say on building better customer satisfaction rate. A gap in understanding?

Customer Satisfaction 111

Customer Satisfaction Contact Center Net Promoter Score Customers 111

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Invested in Winning Your Business While expertise is paramount, an invested partner goes beyond mere competence.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Eptica

FEBRUARY 19, 2019

Date: Wednesday, February 20, 2019 Author: Guest author: Shep Hyken Earn Your Customers’ Trust, And Loyalty Will Follow. Author: Guest author: Shep Hyken Do your customers trust you? Earning customers’ trust does not happen overnight, but it is worth striving for. and over the years I became a regular customer.

Loyalty 109

Loyalty 2019 Customers 2018 109

Call Center Pros

AUGUST 27, 2018

We’ve created a list of the 10 books we think are most worth your valuable time and that we know are going to turn yourself — and your team — into a high-performing customer happiness engine. Take a look at this book list to learn from the experts about customer service and customer success.

Books 40

Books 2018 Customer Service Call Center 40

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. Today, we’re giving you a peek inside the Chattermill Book Club. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Team Support

APRIL 23, 2024

Understanding the Importance of Customer Support Customer satisfaction is a necessity for the longevity of a successful business. Providing good customer service fosters trust and loyalty among clients. Take a product tour or book a demo with us today.

Technology 52

Technology Social Media Customer Satisfaction Innovation 52

Beyond Philosophy

APRIL 30, 2015

Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. So now what do we do to build Customer Loyalty?

Loyalty 117

Loyalty Rewards Programs Loyalty Programs 2010 117

Bold360

DECEMBER 4, 2019

Whether your December is filled with cold weather, holiday travel, or a little bit of both – the one thing that can help break up those cold days or long car/plane/train rides is settling down with a good book. Chris Savio and I have put together our top 5 Customer Experience (CX) books that will transform your customer experience.

Books 40

Books Customer Experience Travel B2C 40

ShepHyken

MARCH 21, 2023

Learn more about her new book, The Art of Active Listening: How People at Work Feel Heard, Valued, and Understood. Shep Hyken is a customer service and experience expert,  New York Times  bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Loyalty 71

Loyalty Books Presentation Feedback 71

C3Centricity

MARCH 12, 2024

Today’s consumers are inundated with choices and information, making them more selective about where they direct their attention and loyalty. This shift demands a strategic overhaul of how companies approach customer engagement and traffic generation. Because consumer behaviour has evolved.

Customer Engagement 90

Customer Engagement Engagement Competitive Advantage Entertainment 90

Magellan Solutions

SEPTEMBER 29, 2023

Enhancing Customer Satisfaction Inbound support meets customers’ expectations of answers and a delightful experience. You build customer loyalty by showing sincere concern for them. Customers who are happy with your product or service recommend it to others.

Customer Satisfaction 52

Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

BirdEye

NOVEMBER 30, 2023

While online bookings are still popular, curated travel experiences are also gaining traction. Therefore, the role of travel agencies has become more critical than ever as they craft these personalized and hassle-free travel experiences for their customers. Research shows that 83% of travelers read reviews before finalizing a booking.

Travel 110

Travel Marketing Social Media Hotels 110

COPC

JUNE 27, 2018

marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Joey Coleman’s Never Lose a Customer Again covers a lot of ground and does so with a highly personable and approachable style that’s a fun read.

Books 40

Books Definition Customer Retention Banking 40

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Today’s guest post is from my good friend, Chip R.

Magazine 288

Magazine Metrics Customer Centricity Books 288

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses can adopt similar algorithms to offer personalized experiences to their customers. Customized Loyalty Programs Loyalty programs have been a staple of customer engagement for decades. However, modernizing them with personalized rewards and incentives can take customer loyalty to new heights.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Airline customer satisfaction declines.

Airlines 40

Airlines Customer Satisfaction 2018 Hotels 40