InMoment XI

NOVEMBER 16, 2021

Below, I’ve identified three specific things you can do: Consider Doing a Census: Some CX programs still engage in sampling instead of sending survey invitations to all eligible customers. This will both increase the number of responses you receive and give you the opportunity to identify and rescue more at-risk customers.

Automotive 493

Automotive Hotels Social Media Events 493

Talkdesk

NOVEMBER 7, 2016

Last week I read a great article by Bart Perkins, titled Is your service center too dependent on technology? Customer service is not a new idea, but it’s valuable to discuss for a couple reasons: 1) Trends are slow to implement. Make self service attractive. Perkins’ article is summarized into four main points: 1.

Technology 40

Technology Customer Service Call Center Contact Center 40

InMoment XI

OCTOBER 4, 2023

Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.

Blog 558

Blog Customer Experience Net Promoter Score Financial 558

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. And who can blame you?

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Alida

MARCH 24, 2022

Only one in 26 customers are likely to complain about the product or service issues they are facing on their own. The rest will gradually become unhappy and leave your company without you ever getting a chance to learn what went wrong or how you could address the issue.

2022 246

2022 Customers Customer Experience 246

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 143

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 143

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Train your employees to handle unhappy customers–and to win them back when things go wrong.

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. I’ve said it before – I don’t agree with the saying that the customer is always right. Fire them as a customer.

Workshop 153

Workshop Customer Service Training 2021 Customers 153

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Workshop 149

Workshop Customer Service Training Customers Interaction 149

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. Do you have a “process” for consistently creating exceptional service experiences?

Customer Service 353

Customer Service Contact Center Hospitality Hotels 353

Beyond Philosophy

MARCH 21, 2024

Listen to the podcast: Sometimes, things go wrong despite your best efforts. Even the most well-managed companies will have things go wrong. So, it’s not a matter of if but when regarding a customer crisis. Too many organizations do not plan for a customer crisis, and I want to change that.

Telecommunications 78

Telecommunications Customer Relationships Communication Workshop 78

Beyond Philosophy

MAY 23, 2024

Listen to the podcast: Quality assurance is always essential in Customer Experience Management. You can tell a lot about an organization’s sophistication regarding customer centricity based on how it assesses the quality assurance of a call center. That reveals an operational focus rather than a customer-centric one.

Call Center 78

Call Center Customer Centricity Measurement Workshop 78

Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. And for good reason! What is a Touchpoint?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. Published on: June 10, 2022.

2022 120

2022 Banking Customer Journey Blog 120

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” As a society, we may be focusing on the wrong thing. It wasn’t to disrespect, belittle or embarrass the customer. He hired a salesperson, Lila, who, in his words, “Lived only to provide excellent customer service.”?As

Customer Service Training 134

Customer Service Training Reference Retail Communication 134

ShepHyken

JANUARY 30, 2024

Many companies still believe that customer service is what happens when something goes wrong. However, that is only one part of customer service. The bigger picture is that customer service happens throughout a customer’s entire experience while doing business with you.

Customer Service Training 97

Customer Service Training Customer Service Marketing Workshop 97

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently.

Customer Service 137

Customer Service Social Media Workshop Customer Service Training 137

ShepHyken

SEPTEMBER 12, 2023

As customers, we appreciate it when someone we’re doing business with does more than we expect. As he walked through the restaurant, all the customers who had been watching him through the window gave him an enthusiastic round of applause. As a customer, which employee would you want to do business with? He came back drenched.

Workshop 146

Workshop Customer Service Training Customer Service Connections 146

Zeisler Consulting

JANUARY 9, 2024

I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part within CX. a failure of CX). Wow, did that strike some people!

Contact Center 93

Contact Center Customer Care Article Brands 93

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Our customers provide us all the success of our businesses. They pay our paychecks, keep the lights on, and give our products and services meaning and value. Yet most business plans don’t have a “customer appreciation program” section. So let’s get proactive about how we thank customers.

Airlines 372

Airlines 2020 Social Media Hotels 372

Help Scout

MAY 6, 2024

When something goes wrong, that’s not the end of the story. Learn how to turn a negative situation into a positive customer experience with a service recovery plan. Read the full article

Customer Service 44

Customer Service Article Customers Customer Experience 44

ShepHyken

AUGUST 11, 2021

“We love our customers, and they obviously love us. Not to be a “downer,” but we shouldn’t confuse a repeat customer with a loyal customer. Don’t get me wrong, I love repeat customers, and we absolutely want them. Repeat customers are very desirable. There are a number of reasons customers might come back.

Loyalty 173

Loyalty Books Customers Customer Service Training 173

ShepHyken

FEBRUARY 6, 2024

It’s time to come back to a very important topic in customer service and customer experience. The movie Snakes on a Plane came to mind. The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service. It also falls under leadership and management.

Communication 91

Communication Magazine Airlines Workshop 91

ShepHyken

MAY 24, 2023

No matter how hard you try to please some customers, they aren’t happy. And speaking of reality, no matter how good you are at creating an amazing customer experience, the customer’s perception counts. That patient may be the nicest person in the world, but because of the pain, may become a difficult customer.

Sports 131

Sports Hospitality Workshop Reference 131

Beyond Philosophy

MARCH 15, 2024

You will have a customer crisis. We apologize for being so direct, but the fact is customer crises are inevitable. Most think a customer crisis isn’t going to happen to them or that they will be able to manage it when it does with their business-as-usual approach. They are wrong. Do you have a comprehensive approach?

Presentation 88

Presentation Customer Relationships Customers Communication 88

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Beyond Philosophy

JULY 13, 2021

Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Unfortunately, customers do not differentiate between the two parts.

Customer Experience 167

Customer Experience Call Center Hotels Insurance 167

ShepHyken

JANUARY 23, 2024

If you’re making your customer go through the same process multiple times, you’re creating a negative customer experience. As I typed the same thing onto each form repeatedly, I thought, “What a waste of time for the customer – or, in this case, the patient.” Don’t bog the customer down. I’m okay!)

Workshop 87

Workshop Insurance Banking Customer Service Training 87

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. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

2023 137

2023 Customer Service Customer Experience B2C 137

ClientSuccess

FEBRUARY 14, 2023

Understanding Vectors by Vecteezy As an industry and a discipline, customer success managers are getting better at delivering a higher percentage of positive customer experiences. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

CSM Magazine

APRIL 29, 2024

Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is. When you make a mistake, you can either solve it and keep the customer, or you can say goodbye. Don’t argue with the customer, even if he’s wrong.

Airlines 104

Airlines Hotels Customers Management 104

SaleMove

DECEMBER 9, 2022

For financial services it is critically important to enable customers to be able to speak to an actual person when they are having a “moment of truth.” . The post When The Wrong Idea SOUNDS Like a Great Idea appeared first on Glia Blog | Digital Customer Service Explained.

Financial 84

Financial Blog Customer Service Contact Center 84

ShepHyken

AUGUST 24, 2022

They have great customer service. . They provide a great overall customer experience. . These are the basic expectations customers might have with the companies they choose to do business with. The product or service must do what it is supposed to do. The customer must enjoy doing business with the company.

2022 131

2022 Customer Service Training Customers Customer Service 131

CSM Magazine

MAY 2, 2024

Attracting customers through different strategies is a constant battle for many businesses, and online gaming is no exception. Since this industry is booming right now, many platforms are offering flashy graphics, hot promotions, and new games to attract customers. Exceptional customer service is what makes the difference.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Customers 52

Beyond Philosophy

SEPTEMBER 10, 2019

Customer Satisfaction is Declining in the UK! A new report by the Institute of Customer Service indicates that Customer Satisfaction is declining in the UK. Earlier this year reports from both Nunwood and Forrester, two firms entrenched in the Customer Experience movement, presented similar sentiments.

Customer Satisfaction 163

Customer Satisfaction Customers Presentation Loyalty 163

ShepHyken

NOVEMBER 28, 2023

Despite the quick service, after I followed the instructions, the software still wasn’t working, and the entire process was confusing. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. I had no problem installing the software. Connect with Shep on LinkedIn.

Workshop 87

Workshop Advertising Customer Service Training Communication 87