InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Customer Insights 488

Customer Insights Insights White Paper Social Media 488

InMoment XI

MARCH 6, 2024

Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience. This statement by Jan Carlzon emphasizes the importance of customer focus and service within an organization. The more advocates you have, the fewer ads you have to buy.”

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

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. In this post, we shall compare five customer expectations in 2021 to their reality. Reality: Customer Service generally feels like sales. .

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

ShepHyken

MAY 6, 2020

Not just your competition, but the best companies in the world that are creating new levels of customer expectations. How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands? How can you compare yourself to Amazon, Apple, Ritz-Carlton, and other iconic service-focused brands?

Customer Expectations 127

Customer Expectations Customer Service Training Leadership Article 127

InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. But, it may not be as hard as you think.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

ShepHyken

JANUARY 4, 2023

Just as we want our customers to come back, we want our employees to stay.  . Customers’ Expectations of the “Basics” Continue to Rise – The basics are about friendly, helpful, convenient service. Our customer service research (sponsored by Amazon) found that year over year, customers’ expectations of these basics increased.

2023 136

2023 Customer Service Customer Experience B2C 136

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. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

MARCH 2, 2020

More than ever, it’s important to not just get new customers, but keep the customers you have. Forbes) Customer expectations often come down to one word: instant gratification. 6 tips for building an effective customer focus strategy by Hannah Wren. Zendesk) The good news is that customer focus can be improved.

2020 105

2020 Article Customer Service Hospitality 105

ShepHyken

NOVEMBER 23, 2022

Just do what is expected. When you consistently do what the customer expects, they will say, “They are amazing!” Shep Hyken is a customer service expert, keynote speaker, and New York Times, bestselling business author. And now I’ve made it even easier. and “I’ll be back!” .

Customer Service Training 72

Customer Service Training Customer Expectations Customer Service Customer Focused 72

ShepHyken

SEPTEMBER 15, 2021

If you think about these answers, they are exactly what customers expect anyway. What would make your customers say, “Wow!” And maybe that idea is so good that customers would pay you for the privilege of doing business with you, even if they don’t have to.? . The post Would Customers Pay to Do Business with You?

Hotels 168

Hotels Customer Service Training Financial Retail 168

ShepHyken

MAY 5, 2021

The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. In other words, if there is a problem, customers expect it to be handled appropriately, and when it is, they are usually happy to continue doing business with you.

Customer Service Training 153

Customer Service Training Customer Service Customer Expectations Information 153

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Article 83

Article 2018 Customer Service Airlines 83

ShepHyken

FEBRUARY 8, 2021

Love (in the metaphorical sense) and appreciate your customers year-round. Key 2020 holiday shopping takeaways: It’s imperative to adapt as customer expectations evolve by Tara Bartley and Ashitha Bhanu. With so many articles that are focused on retail and consumers, it’s nice to get a deep dive on the B2B side.

2021 96

2021 Article Customer Service B2B 96

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? . Technology Can Help.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.

2021 154

2021 Article Customer Service Net Promoter Score 154

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ShepHyken

OCTOBER 25, 2021

This article emphasizes that customers may not be so quick to want to use an automated or digital system. Our customer service research indicates that 59% of customers prefer to go to the phone or email over digital channels. Read this article and learn more about what customers expect. Follow on Twitter: @Hyken.

Article 145

Article 2021 Customer Service 2026 145

Upstream Works

JANUARY 12, 2022

Your agents need access to data collected before, during, and after every customer interaction, as well as aggregation of that data across channels, journey flows, systems, and the organization. If your agents don’t have a 360° picture of every customer exchange, you’re in trouble.

Contact Center 78

Contact Center Omnichannel Touchpoint Innovation 78

Alida

DECEMBER 1, 2016

To do the same, you need to understand the motivations, aspirations and lifestyle of your target market—something you can gain by engaging frequently with your customers. Focusing on customer interactions. The impact on customer experience must be a major consideration. They’ve tapped into trends that others haven’t.

Customer Experience 193

Customer Experience Financial Banking 2016 193

CX Accelerator

JULY 1, 2020

Without a doubt, Covid-19 will leave an indelible impression on our planet, and it may even cause a paradigm shift for businesses and the way they meet their employees’ and customers’ expectations, especially regarding communication channels. Changing Expectations. This article will cover the following: · Business Continuity.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

ShepHyken

MAY 27, 2020

I recently wrote about the expected experiences gap , where the customers’ expectations—based on the experiences they have with their favorite companies—are higher than what they receive from the company they are currently doing business with. For information, contact 314-692-2200 or www.hyken.com. Follow on Twitter: @Hyken.

Customer Service Training 128

Customer Service Training Customer Service Information Customer Expectations 128

Experience Investigators by 360Connext

JANUARY 18, 2022

What do they need to know about the customer experience, and what education needs to be ongoing? . They would benefit from education around the customer journey, as well as how customer expectations are shifting based on the overall marketplace. Develop a “customer room” either in-person or virtually.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

ShepHyken

AUGUST 26, 2019

Are You Meeting & Exceeding Customer Expectations? Teresa Allen) My new customer service keynote, A 2020 Service Strategy to Grow Your Business focuses on 5 specific strategies. Today’s article focuses on Step ONE. There’s a big difference. by Teresa Allen. Follow on Twitter: @Hyken.

2019 107

2019 Article Customer Service 2020 107

ShepHyken

DECEMBER 2, 2022

Solutions and services, therefore, need to be able to cope with fluctuations in demand, ensuring customers receive seamless engagement from agents without adding to the rocketing stress levels. . Customer experience should be treated as business critical due to the tangible benefits that it delivers.

Contact Center 70

Contact Center Customer Experience Omnichannel Social Media 70

One Millimeter Mindset

NOVEMBER 28, 2018

And while organizations talk the talk about being customer-focused, walking the walk falls short. However, busily-focused on completing the tactical assignments they equate to being customer-focused. Rather than creating strategically-positioned contributions to customer experience.

Customer Retention 61

Customer Retention Culture Workshop Customer Focused 61

ShepHyken

DECEMBER 31, 2018

The statistic that Greg Hanover, the author, shares at the beginning of the article is that (according to PwC), consumers are willing to pay up to 16% more for better customer service. An interesting article on how to meet, if not exceed customer expectations. Follow on Twitter: @Hyken.

2018 97

2018 Article Customer Service 2019 97

ShepHyken

JUNE 29, 2021

They discuss how customer-obsessed organizations must put their customers at the center of their leadership, strategy, and operations. Top Takeaways: Many companies think that they are customer-obsessed while unaware of the customer-focused gaps within their organization.

B2B 142

B2B 2017 Leadership Brands 142

ShepHyken

SEPTEMBER 20, 2017

In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. Your customers will tell you if you are. Talk about it.

Customer Service 107

Customer Service Customer Expectations Customer Service Training Customers 107

ShepHyken

MAY 31, 2021

Traditional e-commerce, mobile commerce (m-commerce), and social commerce (s-commerce) each have their own customer expectations that merchants must meet in order to stay competitive. My Comment: I’ve said for years that customers keep getting smarter when it comes to customer service and experience.

Article 131

Article E Commerce 2021 Customer Service 131

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. How to fix it. Get the Guide.

Customer Experience 220

Customer Experience 2008 Document Metrics 220

Retently

JULY 28, 2023

A short definition of the CXO position describes it as being responsible for managing the business relationship with its customers throughout the entire customer experience journey. Not enough businesses pay attention to that fact, and that it’s the kind of thing (no matter how small) that can change the way consumers view your brand.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Beyond Philosophy

OCTOBER 18, 2017

The mini-bar seems customer-focused at first glance. However, the mini-bar experience isn’t customer-focused. Some time ago, I encountered this sign in my room at a hotel: The sign demonstrates that the mini-bar experience is not customer-focused, but rather operations-focused.

Hotels 136

Hotels Consulting Customers Webinar 136

Experience Investigators by 360Connext

APRIL 17, 2017

Whatever business you’re in, customers expect you to make doing business easy. They expect you to be friendly. They expect you to be rational. Angry customers choose words that express how they’re feeling. This is most likely due to communication that is more brand-focused than customer-focused.

Feedback 215

Feedback Call Center Customers Communication 215

ShepHyken

SEPTEMBER 9, 2020

Never lose sight of what the customer expects. Meeting that expectation may be all you have to do to surprise and delight. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information, contact 314-692-2200 or www.hyken.com.

Customer Service Training 133

Customer Service Training Customer Service Customer Expectations Information 133

ChurnZero

JANUARY 18, 2024

Here are some lines from the job description ( PDF copy here ) that stood out to us: “Develop a comprehensive customer-focused strategy aligned with the company’s overall objectives. Act as the voice of the customer within the organization, advocating for their needs and preferences during decision-making processes.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Customer Satisfaction 52

ShepHyken

DECEMBER 25, 2019

Being understaffed means potentially irritating customers when they don’t get the service they’re used to. Whether they call in for support or visit you in person, not having enough employees to meet (and exceed) customers’ expectations could cause a customer to leave, hang up, or worse—never come back because of one tainted experience.

Retail 115

Retail Customer Service Training Information Customer Expectations 115