InMoment XI

JANUARY 13, 2022

As a not-for-profit, member-owned organization, Chevron Federal Credit Union’s mission is to provide the highest level of personalized service to customers. Here are the three steps Chevron Federal Credit Union took to reinvigorate its customer experience (CX) program: Step #1: Streamline Surveys to Align CX Objectives Across the Business.

NPS 493

NPS Metrics Feedback Presentation 493

Experience Investigators by 360Connext

MARCH 5, 2024

There is an undeniable link between the customer experience (CX) and the employee experience (EX). But don’t just take my word for it: Engaged employees are proven to create better customer experiences. When organizations improve employee satisfaction, they also improve customer satisfaction. in both areas.

Employee Experience 260

Employee Experience Customer Experience Net Promoter Score Customer Journey Mapping 260

InMoment XI

MARCH 10, 2022

We’re hopefully turning the page on a pandemic, but steep inflation and unrest both at home and abroad are making many customers nervous about what’s around the corner. More specifically, we’re going to cover the first two steps in our success improvement framework: Step 1: Design Step 2: Listen. Where to start, though? Step 1: Design.

Social Media 493

Social Media Document Insights Events 493

InMoment XI

OCTOBER 12, 2022

With so much riding on each interaction with your brand, you can’t afford to leave a negative customer experience unresolved. In fact, a study by Lee Resources reveals that 91% of unhappy customers won’t return to your brand at all. That’s where a closed-loop system comes in! Get Executive Buy-In.

Fashion 493

Fashion Communication Brands Financial 493

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

MARCH 12, 2024

The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? How to Create an Experience Personality I want to take it a step further this week. What are the adjectives that customers use to describe you? How would you like them to describe you?

Workshop 149

Workshop Advertising Customer Service Training Books 149

BlueOcean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical. That’s where the magic happens.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Experience Investigators by 360Connext

DECEMBER 14, 2021

2021 was another strange, unpredictable, not-quite-back-to-normal trip. When it came to customer experience, leaders dealt with all sorts of changes and challenges. The introduction of vaccines led to some employees coming back to the office. Customers were able to pick out their produce again at the grocery store.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. More referrals?

Feedback 380

Feedback Reference Customers Loyalty 380

CSM Magazine

MAY 10, 2024

Keeping new customers from leaving too soon is no small feat. When customers jump ship soon after signing up, it hits a business where it hurts the most – its future growth and earnings. Digging into why customers leave early and coming up with smart plans to keep them can really turn your customer retention numbers around.

Social Media 52

Social Media Magazine Webinar Touchpoint 52

Retently

MAY 15, 2024

Most of us associate customer feedback with, well, customers. However, for many businesses in the publishing industry, whose readers are their customers, asking for feedback directly is a way to optimize their product and learn more about user experience. Did you answer it, or did you close it and get back to reading?

Net Promoter Score 78

Net Promoter Score NPS Feedback Metrics 78

Magellan Solutions

APRIL 3, 2024

A live chat feature on your website could earn you nearly 50% more cash every hour someone chats with your team. Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. Fortunately, BPO chat support is here to help! But that’s not all!

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Feedbackly

MAY 2, 2024

During these times, even customers seek brands that offer value for their money. But did you know that having a strong customer experience strategy can help brands shine through the challenges? In fact, as per the latest CX trends , customer experience will be one of the top priorities of many businesses this year.

Financial 52

Financial Customer Experience ROI 2024 52

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. What I observed wasn’t a steadfast commitment from their customers; rather, it appeared to be inertia. Check it out here.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

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. But how do you respond in a way that’s both genuine and impactful? When you express gratitude towards your customers, it triggers a positive psychological response.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). He explains that it’s about caring what needs to be done today in order to keep a customer or employee. Know Your Guardrails.

2022 286

2022 Customer Experience Chief Customer Officer Books 286

CSM Magazine

FEBRUARY 2, 2024

My drink came right away, and I sat back and relaxed. The fact that the next table’s order had already come, and they were almost finishing their meal didn’t help. A bit later she came back and said it would be a few minutes longer. The changes the restaurant management had made had resulted in a poor customer experience.

Magazine 52

Magazine Social Media Banking Customers 52

ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. For companies aspiring to enhance their customer service, the hotel industry offers valuable insights and strategies that can be adopted across various sectors. they’re everywhere.

Article 67

Article Customer Service Hospitality Hotels 67

CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Here are some of the secrets to customer service success that the panelists revealed: Strategy is key.

Customer Service 52

Customer Service Banking Consulting Events 52

ShepHyken

APRIL 14, 2021

If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. If all you do is compare yourself to your competitors, you may be missing your best opportunities to create the best experience for your customers. I’m going to summarize the process here.

Books 142

Books Customer Service Training Leadership Customers 142

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. by Carl Smith.

2021 142

2021 Article Customer Service Government 142

Beyond Philosophy

DECEMBER 14, 2023

In a meeting with a long-time client, I learned how pleased they were with their repeat business, which they saw as loyal customers coming back for more. I knew these customers would leave my client when the competition had a good enough offer. Let’s begin by defining customer loyalty and inertia.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

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. Their approach? Spot-on every time.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Magazine Retail 52

BirdEye

DECEMBER 8, 2023

It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Management 113

Management Social Media Brands Consulting 113

CSM Magazine

MARCH 22, 2024

Loyal customers are the backbone of any business, regardless of niche, but keeping them engaged can be as challenging as landing a fish with a threadbare net. In today’s financial environment, dominated by fintech players, customer retention may seem like a thing of the past.

Customer Retention 52

Customer Retention Rewards Programs Financial Loyalty 52

Optimove

JUNE 15, 2023

Or a hell-bent on ensuring your customers are continually engaged – aka ‘scheduled’ SMS marketer? Or are you more of a persuade-em-with-the-hyper-personal, convince-with-bang-on-target-and-time messaging that reaches the parts scheduled messaging just can’t SMS marketer? You need to be combing them for maximum marketing impact.

Marketing 98

Marketing Return on Investment E-support Events 98

BirdEye

DECEMBER 8, 2023

A follow-up email is a professional email sent to a client or prospect that you have contacted previously but have not heard back from. Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. I haven't heard back from you or your team. I am here to help!

Demo 109

Demo Events Communication Feedback 109

Magellan Solutions

SEPTEMBER 6, 2023

Written by: Janselle Miguel Artificial Intelligence (AI) is more than just a buzzword in today’s digital age. It personalizes customer journeys, fine-tunes strategies, and unearths insights hidden within data mountains. How efficient, you ask? Yet here’s the real kicker: AI promises an 11.4%

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

ShepHyken

FEBRUARY 28, 2023

There is a trust gap between customers and the companies and brands they do business with. The two questions to ask that will define this gap are: Do you think your customers trust you? This is opinion.) Do your customers trust you? If you think your customers trust you, that’s a 100% score. And how do you do that?

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

CSM Magazine

APRIL 29, 2024

More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. When you make a mistake, you can either solve it and keep the customer, or you can say goodbye. In order to keep the customer, I encourage you to take these four steps—and to take them within 60 seconds.

Airlines 104

Airlines Hotels Customers Management 104

Beyond Philosophy

MARCH 7, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: You have a hidden impact on your return on investment for your customer experience management programs. Value is fundamental here.

ROI 78

ROI Return on Investment Measurement Customers 78

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Magellan Solutions

MARCH 19, 2024

The back office meaning often gets overshadowed amidst the buzz of customer interactions. Do you want to experience a transformation in business performance by enhancing your back-office operations? According to research by Aberdeen Group , companies that update their back office experience a 2.8x

Financial 52

Financial Competitive Advantage Loyalty Customer Satisfaction 52

ShepHyken

NOVEMBER 2, 2022

An important goal of a good customer experience is to make the customer feel special. That special feeling can come in many different forms. I’ll bet there’s an entire book that can be devoted to this topic, but for today we’ll keep it to the first few that came to mind. Make your customers smarter.

Customer Service Training 128

Customer Service Training Customer Retention Customers Sales 128

ShepHyken

AUGUST 29, 2022

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. 10 Ways To Keep Your Existing Customers Around for the Long-Term by ASBN Newsroom. My Comment: This week, customer loyalty seemed to be the big topic.

2022 64

2022 Article Customer Service Customer Retention 64

ShepHyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have. However, it also means creating a better experience for customers when they come into a store.

E Commerce 139

E Commerce Retail Exceptional Customer Service Consulting 139