CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. Let’s face it, leadership in CX has never been a walk in the park. Accountability.

Metrics 228

Metrics Competitive Advantage Financial Leadership 228

ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. I believe a negative review, like any complaint, is an opportunity to show how good you are. You see a few bad reviews, and suddenly are second guessing a purchase.

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

GetFeedback

APRIL 15, 2019

Good event marketing is about more than simply hosting a conference or fundraiser. Think of pre-event surveys as your chance to make a good first impression on your attendees and learn how to optimize your upcoming event to be most accommodating. . But they should be. During the event (Mid-event surveys).

Events 207

Events Transportation Seminar Hotels 207

Team Support

DECEMBER 6, 2022

Customer support demand is always growing larger and larger. As your customers expect more and more from your business, it’s likely that your business will be hard-pressed to deliver speed and quality service that meets their expectations. Bad automation can hurt your business. Ticket deflection. Ticket deflection.

Customers 52

Customers Demo Customer Satisfaction Customer Expectations 52

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Airlines 88

Airlines Call Center Interaction Information 88

CX Accelerator

APRIL 1, 2020

If you find yourself as a survivor of the cull or a newly empowered exec then here’s the brave new world in which we now reside: The Good News: The uphill battle to get the voice of the customer a seat at the table appears to have been settled.for now. Let’s face it, leadership in CX has never been a walk in the park. Accountability.

Metrics 182

Metrics Competitive Advantage Financial Leadership 182

Think Customers

DECEMBER 31, 2014

As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.

2014 103

2014 Customer Experience Sports Advertising 103

Kustomer

NOVEMBER 18, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen meets with Randall King from Conduent to teach new CX leaders how to navigate large-scale transformation. Doing so identifies areas that need improvement and builds a sense of empathy for both team and customer.

Customer Experience 104

Customer Experience Customers Multi-Channel Management 104

Customer Bliss

JULY 13, 2016

His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. The front line employee thinks he or she has heard an accurate evaluation of the meal and service. And, management thinks they have another satisfied customer. The 5 Myths of Evaluative Customer Feedback. How’s Everything?

Feedback 169

Feedback Books Customers Insurance 169

Ecrion

DECEMBER 10, 2020

Loyal Customers Bring in More Customers | 2. Good CX Keeps Customers Coming Back | 7. Stellar CX Creates Loyal Customers. As services become increasingly customer-centric, customer experience and customer loyalty have become essential to ensuring that your company continues to thrive.

Loyalty 68

Loyalty Customer Relationships Brands Customers 68

NICE inContact

MAY 8, 2019

Companies hold contact centres accountable for delivering a critical competitive differentiator — superior customer experience. And so do customers: In fact, 73% of consumers say customer service plays an important role in their purchase decisions. What Do Customers Want? It gets ugly.

2019 63

2019 Advertising Demo Customer Centricity 63

Think Customers

DECEMBER 7, 2021

Retailers will face customers supercharged by digital centricity who are fighting product shortages, higher prices, busy schedules, and holiday craziness. This is critical in the customer service space, where the nuance between bad and good experiences will determine whether customers return.

Retail 52

Retail 2021 Contact Center Loyalty 52

Interactions

AUGUST 19, 2021

The good news is that summer is the perfect time for catching up on things that you may have run out of time to do during other parts of the year. Often, in the hopes of a quick fix, brands get creative on how to “remove” pain points from the customer journey. 3) Customer Care Today: The top 4 things consumers want you to know.

2021 62

2021 Contact Center Call Center Consumers 62

transcosmos Information Systems

SEPTEMBER 17, 2018

In business, AI technologies are also turning things around, and customer service is one such department that has vastly improved. AI allows you to come up with better, more innovative products and services for your market. The bottom line is that AI has the potential to improve the overall customer experience for your business.

Customer Experience 136

Customer Experience Technology Customers Customer Relationship Management 136

Wootric

JANUARY 27, 2021

Net Promoter Score (NPS) is a simple and highly effective way to determine the happiness of your customers. The more actionable insight, however, comes from the follow-up question where the customer is able to explain the “why” behind their rating with an open-text answer that gives you the good, bad, and the ugly of their experience. .

NPS 52

NPS Net Promoter Score Social Media Feedback 52

BirdEye

JUNE 23, 2021

These days, customers aren’t satisfied with experiences that are just “okay”. Review sites like Google and Facebook give them the option to read the opinions of other customers and find local businesses that can deliver fantastic experiences. Who is the customer? Here’s an abridged version of our conversation. What do they want?

Voice of Customer 91

Voice of Customer Insurance Customer Journey Feedback 91

CX Journey

OCTOBER 24, 2018

If you want customers to return to your site, you have to create an amazing customer experience (CX). Everything from the overall design of the pages to customer service to overall functionality plays into CX. If you want to focus on CX and improve your image with your customers, here are 11 key steps.

Customer Experience 94

Customer Experience Social Media Loyalty Programs Brands 94

Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Michael O’Leary CEO of Ryanair said that customers complaining about the boarding pass fee should “pay 60 Euros for being so stupid”? We all have.

Airlines 109

Airlines Entertainment Banking Hotels 109

CSM Magazine

MARCH 16, 2021

The principal objective of customer service is to satisfy customers by fulfilling their needs. It is therefore important to connect with customers, find out what they want and deliver high quality customer service. Here are twelve ways to provide high quality customer service and create loyal customers.

Customer Service 52

Customer Service Fashion Call Center Customers 52

Forrester

APRIL 19, 2016

Asking customers for feedback is one of the most direct ways to understand their experiences and needs across touchpoints. Combatting these types of complaints is core to recent conversations with organizations who are establishing voice of the customer (VoC) programs. Read more Categories: Voice of the Customer. surveys.

Feedback 72

Feedback Touchpoint Customers Measurement 72

BirdEye

NOVEMBER 30, 2023

You can laser-focus your efforts on reaching potential clients actively searching for legal services online. You can laser-focus your efforts on reaching potential clients actively searching for legal services online. Used together, they provide reach through multiple channels tailored to how people research legal services today.

Marketing 109

Marketing Social Media Workshop Events 109

CSM Magazine

AUGUST 29, 2016

Raising your blood pressure is not generally viewed as a good thing – but there is one area I know you will be happy to see it go up a bit on a regular basis. It focuses on “Awesome Customer Experiences” as opposed “Terrible Customer Experiences.”

Customer Service 68

Customer Service Social Media Customers Leadership 68

Russel Lolacher

SEPTEMBER 30, 2019

” “It’s not about getting gum at the checkout or manipulating your customers into getting a few more dollars from them. The term has long been associated with pitching a service or product at a particular moment when the customer would be more susceptible to say yes. “No, it’s not about sales.

Brands 45

Brands Leadership 2009 Sales 45

CSM Magazine

NOVEMBER 30, 2016

The whole notion of customer service, and I mean proper old fashion customer service seems to be disappearing quickly. . Sadly this has led us to now accept bad service as the new norm. Well I for one am a bit over the mediocrity and I think it’s time for a change back to proper service.

Customer Service 61

Customer Service Fashion Customers Reference 61

NetBase

MAY 11, 2020

As Ben Chodor, president of Intrado Digital Media, shared recently with PRWeek , “The rise of fake news and misinformation has caused brands to prioritize owned media channels and make better use of traditional tools like corporate newsrooms and newswire services.”. COVID-19 has changed everything. And consumers love them.

Social Media 67

Social Media Consumers Connections Banking 67

Beyond Philosophy

SEPTEMBER 2, 2021

Most of us do not take the time to write and edit and optimize our email campaign hoping that our customers will ignore it. Most of us do not take the time to write and edit and optimize our email campaign hoping that our customers will ignore it. How You Frame it Could Change How Customers Respond.

Presentation 78

Presentation Banking Communication Information 78

Survicate

MARCH 20, 2019

Voice of the Customer – a buzzword that’s shaken the marketing world in recent years like no other. We all aspire to put customers in the spotlight, but how do we ensure our efforts are truly effective ? Let’s start with what our experts have to say on cross-organizational changes: Embrace customer focus, organization-wide.

Customer Centricity 85

Customer Centricity Social Media Insurance NPS 85

Innovative CX

MAY 10, 2019

What does learning a new language have to do with customer experience? With great fanfare, posters and inspiring presentations, we roll out a new focus on our customers. We hear phrases like: Customers First. Customer Centric. Customer Focused. Do a quick analysis to identify customer touch points.

Customer Experience 40

Customer Experience Travel Culture Webinar 40

ReviewTrackers

MARCH 19, 2017

Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.). On review platforms like Yelp, TripAdvisor, Google, and Facebook, such comments can stand out like a bad apple that spoils the bunch. How to Respond to a Negative Review: Apologize.

Communication 63

Communication Feedback Sales Engagement 63

Grade.us

AUGUST 7, 2018

When clients hire a good generalist to handle their review management campaigns things go well. Specialists attract a different level of customer zeal. Draw out deep, in-depth responses from customers Flush out conversion triggers (e.g. What's the easiest way to sell review management? You already know the answer. Competition.

Management 37

Management Automotive Healthcare 2009 37

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

ijgolding

SEPTEMBER 25, 2018

Travelling is an exceptionally effective way of exposing ourselves to the realities of the customer experience. As we quite literally commence our customer journey, we interact with many different people and organisations through a variety of different channels. The reality is a rather long way from this perception.

Travel 98

Travel Hotels Customer Journey Books 98

Kristina Evey

AUGUST 15, 2014

What is one of the biggest mistakes companies make in their customer service efforts? Not asking for or not encouraging customer feedback. The customers are the people keeping you in business. Now, if those places were smart, they’d be asking their customers if they were happy doing business with them.

Customer Service 78

Customer Service Feedback Presentation Customers 78

CX Journey

NOVEMBER 12, 2015

As you’d expect, there was time to play with Legos and to learn how playing can enhance both customer and employee experiences. My reason for attending was to get closer to the customer insight requirements of these key customers for many insight teams. But it works well.

2015 63

2015 Workshop Airlines Insights 63

NICE inContact

DECEMBER 21, 2015

Calibrations ensure fairness for your internal staff, from a strategy perspective, and help deliver a consistent customer experience. This process validates the effectiveness of individuals evaluating agent performance and improving customer service. Choose your calibration type. Include your management. Include your agents.

Multi-Channel 48

Multi-Channel Contact Center Document Insights 48

ijgolding

DECEMBER 19, 2016

Having been involved in the world of Customer Experience for many years, nothing should really surprise me – I have very much witnessed the good, the bad and the ugly of business behaviour. Two days ago, my wife was asked to participate in a Sky customer feedback survey. Sadly, I am not alone.

Feedback 73

Feedback 2015 Customers 2017 73

NetBase

AUGUST 26, 2019

There are so many serious conversations online, and few generate more passion than politics. But the great chicken sandwich war of 2019, with Popeyes squaring off against Chick-fil-A, comes close! Let’s see how this social media taste test shapes up – and which brand is truly loved by all the land. Online is super excited about this sandwich.

Social Media 56

Social Media 2019 Brands Demo 56