CX Accelerator

OCTOBER 7, 2019

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. The C-suite needs see, if there was a (customer) problem, yo.you solved it.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Just as we want our customers to come back, we want our employees to stay.  . So much has changed in just the past three years.

2023 139

2023 Customer Service Customer Experience B2C 139

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Little company investment.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. .

Customer Experience 102

Customer Experience Advertising Customer Expectations 2011 102

Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? .

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2% Enabling agents.

Contact Center 71

Contact Center Customer Experience Omnichannel Social Media 71

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Understanding Customer Experience Design What is CX design, you ask?

Customer Experience Design 52

Customer Experience Design Customer Experience Touchpoint Net Promoter Score 52

Kustomer

JULY 28, 2022

As a result of this evolution, brands need to consider that the understood concept of customer service is no longer enough to create lasting, emotional connections with their customers. What Is Customer Experience? What Is Customer Experience? The Benefits of Customer Experience Explained.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Financial 82

Financial 2023 Blog Customer Experience 82

SurveySparrow

JUNE 22, 2023

In today’s business world, customers’ expectations are higher than ever, with each interaction playing a vital role in shaping their overall perception of your brand. Delivering a standout customer experience (CX) is the key to outpacing your competition and fostering customer loyalty.

Customer Journey Mapping 52

Customer Journey Mapping Customer Experience E Commerce E-support 52

C3Centricity

JUNE 11, 2024

In a competitive business landscape, a mission statement serves as a strategic compass, ensuring that all efforts are focused on achieving customer success and building long-term relationships. A commitment to customer-centric values helps establish trust and loyalty, which are crucial for sustained growth and success.

Customer Centricity 62

Customer Centricity Measurement Customer Success Customers 62

ShepHyken

MARCH 4, 2022

He shares how organizations can deliver a total customer experience. What is the total customer experience? Customer obsessive, customer-focused, customer-centric, the idea is to take customer service to a higher level. Listening to the customer. Engage the customer.

Customer Experience 74

Customer Experience Social Media Touchpoint Sales 74

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. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Lumoa

AUGUST 25, 2020

Have you ever had such a good experience with a company that you thought “why have I wasted my time buying this anywhere but here?”. Or maybe, the experience as such was just amazing. Offering great customer experience might sound easy on paper, but most businesses still settle for an “okay” experience for their customers.

Customer Experience 83

Customer Experience Advertising Customers Loyalty 83

SurveySparrow

MAY 24, 2023

In today’s fast-paced, customer-centric world, the importance of customer experience (CX) cannot be overstated. Businesses worldwide recognize the need for a customer-first approach, and at the heart of this evolution is customer experience transformation. Please enter a valid Email ID.

Customer Experience 52

Customer Experience Net Promoter Score Social Media Customer Centricity 52

GetFeedback

DECEMBER 21, 2018

It’s important for businesses to understand what contributes to churn in order to address those issues—and ultimately drive customer retention. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. Customer Retention by the Numbers. Forrester ).

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

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. Respect your customers’ time.

Loyalty 109

Loyalty 2019 Customers 2018 109

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Article 148

Article 2021 Customer Service 2026 148

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. My Comment: We start this week with a great list of ideas on how to create customer loyalty.

2021 157

2021 Article Customer Service Net Promoter Score 157

BirdEye

OCTOBER 16, 2020

In the experience economy, the dealerships that win offer winning experiences at every point of the customer journey. In this article, we’ll go through five ways you can improve your customer experience , sell more cars, and grow your dealership. Why customer experience is crucial for your dealership.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? You will also share your positive experiences with your friends and colleagues. Your customers feel the same way. But what more can an exceptional SaaS customer experience bring to the table? You will continue using it, right?

Insights 52

Insights Customer Experience Metrics NPS 52

SurveySparrow

MARCH 21, 2023

This is especially true of the B2B customer experience. B2B customers don’t just want you to meet their expectations; they want you to exceed them – every single time. You can only “sweeten the deal” for your customers by offering a superior B2B experience. Why is customer experience in B2B important?

B2B 52

B2B Customer Experience B2C Social Media 52

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. 5 Ways to Drive Brand Loyalty and Customer Lifetime Value by Ian Simons. (Ad Take a close look at number four, which is about optimizing for lifetime value, not just the cost of acquisition for a new customer. (I

Article 133

Article E Commerce 2021 Customer Service 133

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

Kayako

SEPTEMBER 14, 2018

But the biggest takeaway from our study isn’t a particular statistic—it’s that live chat (when done right) has the power to drive sales and boost customer loyalty. Why does live chat reign supreme over every other customer support channel, even while 47% of consumers haven’t had a positive live chat experience in the last month?

Loyalty 72

Loyalty Sales Competitive Advantage Consumers 72

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

2020 106

2020 Article Customer Service Hospitality 106

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

SEPTEMBER 19, 2022

Each week I read many customer service and customer experience articles from various resources. 4 Ways Brands Are Boosting Customer Loyalty by Scott Clark. CMSWire) Customer loyalty refers to customers who continue to do business with a brand as a preference over competitors.

Article 65

Article 2022 Loyalty Programs Customer Service 65

VDS

MAY 6, 2020

More and more companies are realizing the importance of formalizing and strategizing the customer experience. However, many are unsure where to start, which leads to a common question, “How do you build a customer experience strategy?”. The C-suite needs to see, if there was a (customer) problem, yo…you solved it.

Customer Experience 52

Customer Experience Contact Center Return on Investment Employee Experience 52

Innovative CX

AUGUST 10, 2021

In 2013, Oracle conducted a research study among executives regarding the state of their customer experience initiatives. While I’m hopeful a lot has changed in the past 8 years, I fear it hasn’t as organizations continue to struggle with integrating customer and employee experience strategies fully into their DNA.

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

ShepHyken

JULY 15, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why B2B Customer Experience Programs Fail by Sarah Frazier. Today, B2B companies need to focus on creating customer experiences that deliver—at scale. Here are my top five picks from last week.

Article 109

Article 2019 Customer Service B2B 109

Oracle

APRIL 4, 2018

Although your sales and marketing efforts may not carry the same financial clout as your larger counterparts, rest assured that your SMB can have the upper hand in one key area: customer experience (CX). Instead of being transaction-focused, your strategy must be customer-focused. 3 Ways to Foster Loyalty.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Playvox

FEBRUARY 6, 2024

They make customers the center of their business strategy, execute on delivering outstanding customer experiences, and strive for continuous improvement. If you are thinking about making the move to more customer-focused QM, here are considerations and steps to help you get there.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

APRIL 25, 2022

Each week I read many customer service and customer experience articles from various resources. Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. I love customer service statistics , and this short article has several. Customer Loyalty.

Article 65

Article 2022 Customer Service Loyalty Programs 65

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. Fast Company) Providing exceptional customer service is a tried and tested way for brands to stand out and succeed. by Max Starkov.

2021 74

2021 Article Customer Service Hospitality 74

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Customer Centricity 48