Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 324

Customer Experience E Commerce E-support Social Media 324

Kustomer

OCTOBER 2, 2020

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important.

Consumers 80

Consumers Retail E-support Competitive Advantage 80

InMoment XI

SEPTEMBER 14, 2023

We’ll explore how effectively managing public perception can significantly impact your brand’s credibility, consumer trust, and financial outcomes. In today’s digital landscape, where consumers heavily rely on online reviews and social media feedback, the importance of reputation management cannot be overstated.

Brands 260

Brands Management Social Media Feedback 260

InMoment XI

FEBRUARY 2, 2024

In the rapidly changing consumer market, the highest customer-rated Integrated CX company, InMoment, took a bold and proactive approach. Companies like theirs can meet current consumer expectations while anticipating future needs, securing a leading position in innovation and customer satisfaction.

Hospitality 260

Hospitality Call Center Retail NPS 260

Integrity Solutions

JULY 25, 2023

The banking industry is undergoing a significant transformation, driven by technological advancements, changing customer expectations and evolving regulatory landscapes. With banking customers making fewer visits to a branch, services and interactions have to be seamless across every channel.

Banking 72

Banking Customer Expectations Financial Culture 72

InMoment XI

FEBRUARY 7, 2024

The coming year is no exception, as consumers across the globe plan to make travel a priority, despite ongoing economic uncertainty. According to a recent report, 81% of consumers plan to travel the same amount or more in 2024, compared to 2023. Instead, 71% of consumers expect personalization from the businesses they choose.

Hotels 260

Hotels Guest Experience Travel 2024 260

InMoment XI

SEPTEMBER 12, 2023

Whether you’re a startup or a market leader, understanding your competitors helps you make informed decisions, from product development to marketing strategies. Market Position and Brand Analysis: How do consumers perceive your competitors? This information can inform your own strategies. Why is this important?

Marketing 260

Marketing Competitive Advantage Return on Investment Poor Customer Service 260

Think Customers

JANUARY 21, 2022

In response to these changes, consumer expectations are higher than ever—not just for merchandise but for convenience, personalized customer service, and an excellent customer experience. And some trends, such as consumer expectations of inclusive, sustainable brands, are still gaining steam.

Retail 64

Retail Customer Expectations Omnichannel 2022 64

Stella Connect

DECEMBER 13, 2021

Customer service will once again be an integral part of your CX strategy in 2022, but what you did in the last year shouldn’t be exactly what you do in the year ahead. The strategy set forth for 2022 needs to be tailored to keep up with customer expectations. 5 Tips to Meet & Exceed Customer Expectations.

Customer Expectations 52

Customer Expectations 2022 Effort Score Fashion 52

Talkdesk

MARCH 30, 2021

Retail customers and CX professionals talked, we listened; here’s what they said. The line has officially blurred between digital and in-store experiences for consumers. A cloud contact center offers retailers rich insights on what customers want and don’t want, as well as reams of product and services feedback. .

Contact Center 91

Contact Center Retail Customer Expectations Download 91

InMoment XI

MAY 3, 2022

Insurance customers are buying into a long-term relationship, which means building brand trust is extremely important to keep customer retention rates high. And for insurance CX programs, customer data is a key source of information that can help insurance companies cultivate a growing trust with their consumers.

Insurance 493

Insurance Return on Investment Voice of Customer ROI 493

InMoment XI

MARCH 6, 2024

As hosts of this “party,” the company is responsible for ensuring that every aspect of the customer experience is enjoyable and satisfactory. It highlights the importance of online reputation management and the type of impact it has on customer experience. A brand is no longer what we tell the consumer it is.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

JANUARY 23, 2024

The Google Local Guides program is a community-driven initiative by Google that encourages users to contribute information about local businesses, places, and attractions. By actively participating in the Local Guides program, contributors play an important role in enhancing the quality of information available on Google Maps.

Management 260

Management Feedback Information Brands 260

InMoment XI

NOVEMBER 8, 2023

This system must acknowledge and record all complaints, respond to complaints within specified time frames, and include required information in responses. By capturing unsolicited feedback, identifying dissatisfaction, and closing the loop with unhappy customers, businesses can fulfill the requirements of an IDR system.

Voice of Customer 260

Voice of Customer Financial Customer Centricity 2021 260

InMoment XI

NOVEMBER 28, 2023

In the digital age, platforms such as Yelp, Google, Facebook, and Tripadvisor wield unprecedented influence over consumers’ purchase decisions. More importantly, reviews serve as a valuable source of information for companies looking to capture the Voice of the Customer and deliver improved customer experiences.

Management 346

Management Marketing Social Media Feedback 346

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

Beyond Philosophy

MAY 1, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Customer Experience Information & Resources. A massive gap exists.

Customer Expectations 60

Customer Expectations 2021 Consulting Customer Relationships 60

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Customer Expectations 52

Customer Expectations Net Promoter Score 2005 Customer Experience Management 52

Kustomer

MAY 25, 2022

You read that statistic correctly: 77% of consumers under 25 say that chatbots are helpful, according to Kustomer’s own survey data. What does this mean for the future of customer experience channels? Today’s consumers expect a high level of customer support and they expect it on multiple channels.

Consumers 105

Consumers Social Media Customer Experience Omnichannel 105

Qualtrics

JUNE 22, 2020

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Did you collect information from advertising, salespersons, friends, associates, or even test the product?

Customer Expectations 59

Customer Expectations Customer Satisfaction 2012 Reference 59

InMoment XI

JANUARY 17, 2024

Happy customers are more likely to choose the same hospitality brand for future stays or visits, while also recommending the brand to others, contributing to repeat business and long-term profitability. Today’s consumers expect seamless and convenient interactions across multiple channels.

Guest Experience 260

Guest Experience Hospitality Hotels Travel 260

InMoment XI

AUGUST 15, 2022

Retail brands’ primary objective used to be providing a great product , but as competition heats up and consumer expectations grow more complex, retailers need to find new, bolder ways to stand out from the crowd. And that’s why the retail customer experience is more important than ever before. Learn more about how here!

Retail 529

Retail Customer Experience E Commerce Airlines 529

Eptica

FEBRUARY 28, 2020

Date: Friday, February 28, 2020 Author: Pauline Ashenden - Marketing Manager Why you need to give consumers channel choice to drive engagement. Author: Pauline Ashenden - Marketing Manager The number of channels available to consumers has skyrocketed. Whichever the channel, consumers demand fast answers and a seamless experience.

Consumers 72

Consumers Engagement Social Media Customer Journey 72

Call Experts

JUNE 10, 2021

Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. . Did you know? Survey and Reviews.

Customer Expectations 52

Customer Expectations Customer Experience Contact Center Touchpoint 52

delighted

JUNE 3, 2021

Consumer spending plunged amidst lay-offs and shelter-in-place orders. Niche and boutique stores without an online presence suffered the most, as consumers migrated to big box stores and online shopping to satisfy all their shopping needs in fewer trips. However, this decrease in spending did not affect all retailers equally.

Omnichannel 101

Omnichannel Retail Consumers 2021 101

Solvvy

FEBRUARY 5, 2020

This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service? You shouldn’t wait for customer complaints to roll in to realize when you’re getting things wrong.

Customer Expectations 64

Customer Expectations Customer Service Average Handle Time Net Promoter Score 64

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 69

Customer Expectations Management Communication Customers 69

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 96

Consumers Technology Blog Chief Customer Officer 96

Avaya

APRIL 12, 2019

If consumers can dim the lights, check the weather, and change the TV channel just by speaking, why can’t they request a refund or check the status of a flight in the same effortless way within your IVR? Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Your customers expect it.

Customer Expectations 75

Customer Expectations Call Center Contact Center Customer Satisfaction 75

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Author: Steve Nattress Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience.

Customer Expectations 51

Customer Expectations Brands Social Media 2018 51

BlueOcean

OCTOBER 4, 2023

We would wager, that even with the evolution of AI, brands serving consumers in the Americas will continue to benefit from providing support in French, Spanish, and, for some organizations, Portuguese through a live agent model. The impact of bilingual support on the customer experience cannot be understated. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Kustomer

AUGUST 5, 2020

Just because your company offers around-the-clock customer service doesn’t necessarily mean you’re offering great service to your customers. Just consider these consumer insights from PwC: 3 in 4 customers identify customer experience as a top consideration in their purchasing decisions. Active Listening Skills.

Customer Expectations 52

Customer Expectations Customer Service Omnichannel Customers 52

Solvvy

JANUARY 7, 2020

In order to make sure your customer experience is more Zappos than Verizon, you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them. Start with a Customer Expectations Survey. Customer satisfaction: 85%. Build a Customer Support Strategy.

Customer Expectations 48

Customer Expectations Average Handle Time Social Media Omnichannel 48

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Multichannel customer service is good, but omnichannel customer service is desired.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

OpinionLab

AUGUST 29, 2017

You probably got it before you even started reading this blog and, if not, you’ll have got it by now: delivering seamless and superior omnichannel customer experience is becoming ever more important but is extremely challenging to perfect. However, none of this information is going to help you achieve this goal. Conclusion.

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166

Kustomer

OCTOBER 22, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by two CX leaders, Michael Miller and Vikas Bhambri, to discuss managing customer expectations during a global pandemic. Companies are integrating AI into their CX to get a better handle on customer care.

Customer Expectations 52

Customer Expectations Management Communication Customers 52