CX Accelerator

NOVEMBER 7, 2023

Surely customer support could help me sort this out. It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. Give inconsistent or incorrect answers to customers. 10) shut down customer support channels for cost rather than customer choice.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

NOVEMBER 9, 2021

Whether your program is just getting started or has stagnated over the years, this post is for you! Every brand—across industries and around the globe—has a unique opportunity to overhaul outdated ways of managing customer experiences, and move toward actually improving experiences for customers and employees.

Roadmap 493

Roadmap Customer Experience Customer Retention Download 493

CloudCherry

DECEMBER 9, 2019

…As this week, on the ‘ Sweets of CX’ , we jump right on in the trenches with VP of Client Happiness & Success (i.e. In this week’s Episode, Sarah shares with us her ‘secret sauce’ to winning over customers (Hint: It has a WHOLE lot to do with culture, and you’ll want to hear her refreshing take on it). That award goes to Samsung.

2019 312

2019 2020 Culture Brands 312

Experience Investigators by 360Connext

FEBRUARY 3, 2020

The nucleus accumbens is, therefore, neither pleasure nor addiction centre, and only incidentally a happiness centre. I’ll throw it back to Dr. Spitzer: “The bad news is: the module of our brain that is responsible for experiencing happiness is focused not on permanent happiness but on permanently finding interesting novelties.

Workshop 197

Workshop Healthcare Sales Financial 197

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

NOVEMBER 14, 2023

Ready for some compelling reads that will amp up your customer experience game? Listen in as we journey through the world of CX books that will satiate your curiosity and boost your knowledge of customer experience strategy, design, and measurement. But we aren’t just listing books here. Let’s talk!

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

ShepHyken

JANUARY 3, 2024

Happy New Year! I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Smarter Customers This is the same prediction I’ve started with for several years. Our customers are smarter than they were last year (again).

2024 93

2024 Customer Service Workshop Customer Service Training 93

CSM Magazine

MAY 8, 2024

As the digital marketplace keeps growing, standout customer service is what really helps businesses keep and attract more customers. Some stores have set the bar high, not only meeting but exceeding customer expectations, and their efforts have not gone unnoticed. Apple hits the mark with happy customers in survey after survey.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Magazine Retail 52

SurveySensum

FEBRUARY 29, 2024

Happy employees, happy business. Eventually, Neha left for a competitor, leaving a void in her team and a loss to the company. Happy employees are more likely to give their all at work. – Well you start by listening to the voice of your employees with the help of a robust employee feedback tool.

Culture 52

Culture Customer Satisfaction Loyalty Reference 52

SurveySensum

JANUARY 11, 2024

Have you ever wondered why some businesses just seem to ‘get it right’ when it comes to customer satisfaction ? It’s like they have a secret recipe for making customers happy. Here’s a startling fact: according to Forbes, organizations with highly engaged teams realize a 21% greater profitability.

Demo 52

Demo E-support Culture Feedback 52

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Bill Quiseng

JUNE 21, 2023

This June, I present each one of the Three Principles to Build Customer Loyalty. You have been happy that your customers leave satisfied. You were happy because, in the end, they were satisfied. Satisfied customers feel their experience is good, not better, just average. So, don’t serve to sell to customers.

Loyalty 134

Loyalty B2C Hotels B2B 134

CSM Magazine

OCTOBER 25, 2022

Additionally, it’s important to maintain reasonable flexibility – nearly everyone is going to want some time off around the holidays, so be prepared to work with your team to make it work. And while you’re at it, spread some happiness! Encourage positive, “fun” projects like starting a food drive for your local food bank.

Banking 119

Banking Customer Service Feedback Customers 119

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution. Enter visual assistance, a game-changer for both customers and providers.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. This article will also explore 25 ways to say “Thank you for your feedback”, each designed to improve customer relations and foster a positive business image.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Many hoteliers (and businesses in general) spend a fortune on advertising and little to no investment of time or energy in inspiring empowering their team to top performance. Start with the end in mind.”.

Hospitality 139

Hospitality Guest Experience Advertising Culture 139

BirdEye

JUNE 21, 2023

So, a well-executed customer referral program can be a powerful and cost-effective marketing strategy to attract new customers and improve customer retention rates. Customer referrals can also boost your credibility, optimize your sales cycle, and keep high-value customers engaged. How does a referral program work?

Reference 93

Reference Social Media Travel Customer Retention 93

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. Generally, engaged workers care about their performance and the performance of the company and feel that their efforts make a positive impact on customers. What is Workforce Engagement?

Engagement 73

Engagement Contact Center Culture Metrics 73

ShepHyken

JUNE 11, 2023

Each week, I read many customer service and customer experience articles from various resources. B2B Customer Experience Examples: Think Like A B2C by Dan Gingiss (Dan Gingiss) While B2B businesses are technically providing products and services to companies, they are selling to individual buyers who are consumers.

Article 62

Article Customer Service B2B 2023 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Thematic

APRIL 17, 2024

Customer Experience Analytics (CXA) is your key to unlocking the true reasons behind their choices and experiences. Our own customers have gained huge financial benefits through effectively analyzing customer data to improve customer experiences. What is Customer Experience Analytics? Here's why.

Customer Experience 62

Customer Experience Feedback Social Media Loyalty 62

Kustomer

OCTOBER 19, 2021

The customer experience. Without happy customers, our businesses would fail. And our customers won’t be happy without a good customer experience. What creates truly “stand out” brands is an exceptional experience, where customer effort is low, and surprise and delight are high.

Sports 97

Sports Customer Centricity Download Measurement 97

delighted

JULY 20, 2021

And while you want to understand what makes each of your employees happy and motivated, it’s also critical that you understand the overall level of satisfaction your employees feel at work, too. If you’re not sure where or how to get started gauging employee satisfaction at your organization, not to worry. Boosts productivity.

Net Promoter Score 98

Net Promoter Score Measurement Feedback Engagement 98

ShepHyken

MAY 19, 2021

Every Monday morning – or at least the first day of the week I’m in town – we have a team meeting. We each share a Moment of Magic with the team. This is simply a positive experience we created for either a customer or team member at Shepard Presentations. What a wonderful way to start the meeting.

Customer Service 139

Customer Service Customer Service Training Culture Presentation 139

Beyond Philosophy

JUNE 13, 2019

What we know from early research on employee engagement is that if you have happy employees, chances are you’re going to have satisfied customers. My new ebook, Happy Employees Make Happy Customers , explores this concept in great detail. The answer is easy to say and harder to do.

Customer Experience 165

Customer Experience Employee Experience Culture Leadership 165

ShepHyken

AUGUST 11, 2023

She writes about how to listen to your customers with the goal of connecting. I am not here to talk about childish stuff like, “Listen to your customers.” Even if it is not your fault, empathizing with your customers is not going to harm you. What are the immediate impacts of listening to your customers carefully?

Poor Customer Service 62

Poor Customer Service Customer Retention Customer Service Representative Connections 62

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey. Teaming leaders from each of these functions to focus on a respective industry, these “pods” work together to build deep knowledge and vertical expertise.

Sales 90

Sales NPS Customer Journey Customer Success 90

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent?

Contact Center 82

Contact Center Omnichannel Measurement Social Media 82

SurveySparrow

DECEMBER 28, 2023

Did you know that 91% of unhappy customers leave without a word? And according to Forbes, a harsh 96% will abandon you for lousy customer service! This stat shows us the importance of measuring customer experience. This is our happiness meter! ” Customers then give a rating, often on a scale of 1 to 5 or 1 to 10.

NPS 52

NPS Measurement Net Promoter Score Feedback 52

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Rally employees around the customer experience.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Gainsight

APRIL 9, 2024

Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. We believe that community brings a sense of belonging to our customers. The cure for this is community.

Connections 52

Connections Chief Customer Officer E-support Events 52

Magellan Solutions

SEPTEMBER 6, 2023

It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. 90% of MIT technology review respondents believe AI improves customer satisfaction —meanwhile, 72% swear by its ability to boost loyalty. revenue surge via customer engagement. Why the AI frenzy? How efficient, you ask?

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

ShepHyken

JANUARY 1, 2021

This week we feature an article from Jessica Fender , head of the content team at Alltopreviews.com. Sh e provides tips and examples of how to improve the customer experience with automated support emails. Email automation is a way to keep your customers happy. This saves time and helps to reduce support team workload.

Customer Service 151

Customer Service E-support Article Customers 151

ShepHyken

JULY 30, 2021

Social distancing regulations have ended in many areas, people are booking up their social calendars with events, airports are once again filled with excited travelers… it seems like the COVID-19 crisis is starting to become a thing of the past. Isn’t it frustrating when you are left on hold when calling a company’s customer service line?

Definition 151

Definition Travel Article Financial 151

Kustomer

JANUARY 27, 2022

Our families need us, our friends need us, our countries need us, and hidden amongst these needs is an implicit truth more important now than ever: our customers need us. From a purely financial perspective, it will cost six to seven times more to bring in a new customer than it does to retain an existing one. Technology.

Customer Service 105

Customer Service Social Media Customer Service Representative Customers 105