Retently

JULY 28, 2023

How do you approach customer happiness in your company? But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. trillion annually when their customers leave – and that’s only in the US.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

FEBRUARY 25, 2020

It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. ” On a personal level, reading The Experience Economy transformed the way I looked at things and played a huge part in kicking off the customer experience journey that I’m still on today. .”

Engagement 162

Engagement Books Entertainment Hospitality 162

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customers want the attention on them—and they’re willing to walk if they don’t get it. Loyalty Programs Should Encourage Competition.

2024 72

2024 Net Promoter Score Article Loyalty Programs 72

CX Accelerator

APRIL 1, 2022

I was in charge of a contact center a few jobs ago and we were having our second outage in as many days. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company.

Contact Center 266

Contact Center Communication Connections Customers 266

Beyond Philosophy

JUNE 15, 2018

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience.

Airlines 144

Airlines Books 2018 Customer Experience 144

Feedbackly

SEPTEMBER 22, 2023

CX KPIs quantify the success of your Customer Experience (CX) efforts. They can help you understand how well you cater to customer expectations and what to focus on to do better. But do you need everything? Certainly not, especially if you are just starting to integrate them.

Net Promoter Score 98

Net Promoter Score NPS Measurement Metrics 98

Customer Bliss

JULY 29, 2021

Once, I was talking to Colleen, and what she said was: Jeanne, at almost every board meeting, we have to fight to make sure that we don’t let those fees seep in, that we don’t start charging change fees or luggage fees, because that’s the foundation upon which people believe in us. Do the Customer Math.

Leadership 185

Leadership Airlines Customers Measurement 185

Kustomer

JANUARY 7, 2024

And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations. Completely unacceptable.”

2024 97

2024 E Commerce E-support Social Media 97

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. And there’s no sweeter harmony than what’s created through collaboration between customer service and marketing.

Article 68

Article 2023 Customer Service Net Promoter Score 68

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

ShepHyken

MARCH 9, 2022

I’ve been asked many times how to get the C-suite to invest in customer service. Prove that spending $100 will make the company $200, and you just may capture the attention of a decision-maker in the C-suite. . The Fictional Press Release is probably not what you think it is. Why should it be implemented?

Return on Investment 121

Return on Investment ROI Customer Service Training Reference 121

Help Scout

JULY 13, 2021

Sometimes the customer service teams who are supposed to be solving problems somehow manage to make them so much worse instead. These are their stories — along with some tips to help you avoid ending up on this list next time we update it! This is one situation in which the company should have definitely folded.

Customer Service 136

Customer Service Customers Airlines Social Media 136

SurveySensum

MARCH 8, 2024

Businesses have increasingly turned to chat support as a pivotal tool to engage with customers. Chat support offers real-time assistance, helping your company address customer queries, resolve issues promptly, and ultimately enhance customer satisfaction. The global market for live chat software was worth $755.23

Customer Satisfaction 52

Customer Satisfaction Presentation Customers Social Media 52

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Measurement 167

Measurement Customer Experience Net Promoter Score Customer Satisfaction 167

Alida

OCTOBER 17, 2017

In the age of companies like Amazon, Airbnb and Apple, health care organizations are lagging other industries in customer experience. Retail, hospitality and other industries are setting a high bar, delivering innovative experiences to their customers. In fact, you can’t afford to wait. Not necessarily.

Hospitality 247

Hospitality 2015 Retail Leadership 247

Zeisler Consulting

SEPTEMBER 27, 2023

If you’ve followed me much at all, you know that my main mantra about CX is that you need to work your VoC insights, by which I mean, you have to take action on what you’ve learned there. Otherwise (as I’ve written recently ), you’re simply throwing your money away with surveys, interviews, and the like.

White Paper 72

White Paper Chief Customer Officer Customer Centricity Culture 72

BirdEye

OCTOBER 11, 2023

Customer experience can be vital in helping businesses grow and scale faster. Investing in processes and tools that contribute to customer delight significantly impacts the bottom line. Good customer experience or delight has significantly evolved to finding value across every touchpoint.

Sales 111

Sales Social Media Customers Multi-Channel 111

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.”

Customer Experience 52

Customer Experience Net Promoter Score Airlines Customer Journey 52

Beyond Philosophy

JUNE 22, 2023

Our recent guest on the podcast, author Vanessa Patrick , Associate Dean for Research, Professor of Marketing, and researcher in the Consumer Behavior Marketing field, has a new book, “The Power of Saying No: The New Science of How to Say No that Puts You in Charge of Your Life.”

Books 143

Books Definition Financial Consulting 143

ChurnZero

JUNE 21, 2022

You may have heard of sales enablement, but Customer Success enablement might be a new term for you. Although it’s an important concept and role in the Customer Success space, it hasn’t quite gained the traction it needs to be in the spotlight. The definition of Customer Success enablement.

Customer Success 94

Customer Success Net Promoter Score Return on Investment Metrics 94

Beyond Philosophy

OCTOBER 18, 2017

Why do we design rational Customer Experiences when people are irrational? However, emotions, not logic, drive our behavior, particularly as customers. Nevertheless, moments in an experience betray the fact that many organizations ignore the role emotions play in Customer Experience outcomes. It says “remove”.

Hotels 136

Hotels Consulting Customers Webinar 136

C3Centricity

JUNE 2, 2021

We have a treat for you today. It’s a guest post from the highly respected global experts on customer centricity, Alan Hale of Chicago. factors to consider when pricing your product, service or solution. Pricing needs to cover your costs. If it is a mature/commodity item it is difficult to charge more.

B2B 78

B2B B2C Consumers Brands 78

Beyond Philosophy

MAY 28, 2020

It seems logical to do what everyone else is doing successfully when you get into business. It won’t be good for your career, your team, or your bottom line. We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. Apple’s was subjective.

Travel 149

Travel Books Metrics Consulting 149

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Doing so has business implications because when you do, people come back and bring their friends. .

NPS 109

NPS Books Net Promoter Score Leadership 109

Magellan Solutions

MARCH 26, 2024

Outsourcing Customer Service: The Smart Move for SMEs So you’re a business owner, always on the edge trying to keep up with the competition. Sure, you know it’s the happy customers that matter, but doesn’t customer service management look like a time-consuming skydive into a pool with no bottom?

Customer Service 52

Customer Service Multi-Channel E-support E Commerce 52

Zeisler Consulting

DECEMBER 8, 2021

I recently wrote about how important it is that brands not just be competent in delivering the products or services they provide to their Customers. If your Brand Promise is ease-of-use, you may make your product uncomplicated and simple. Or do you even bother? Their reaction to my email?

Airlines 72

Airlines Travel Books Brands 72

BirdEye

APRIL 17, 2023

It allows companies to leverage customer relationships to create a steady revenue stream. It also enables customers to automatically and conveniently repurchase a product or service they want to continue using. Let’s explore how subscription models work and how to build one for your new company.

Customer Retention 98

Customer Retention Consumers Sales Reference 98

Magellan Solutions

OCTOBER 12, 2022

You can discover what a customer needs. Customer service agents today require more multifaceted skills so they can provide excellent customer service and close sales at the same time, since more contact centers are shifting toward up-selling and cross-selling. KNOW WHAT YOU ARE SELLING. Source: Magellan Solutions.

Call Center 75

Call Center Sales Communication Information 75

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

Lumoa

JANUARY 24, 2024

Have you ever traveled to a country where you didn’t speak the language? If you have, you must know how exhausting it can be to get help with the simplest of requests. Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Hello Customer

JUNE 21, 2021

Don't focus too much on the process. This is not the part where the value of customer experience lies. It’s about figuring out how you can build on top of the process. Because the process enough isn’t enough for a good customer experience. Because the process enough isn’t enough for a good customer experience.

Feedback 98

Feedback Touchpoint Customers Brands 98

SurveySensum

JULY 9, 2021

I have seen many businesses wonder, ‘How can we build better rapport with our customers?’ or ‘How can we ask them to trust us?’ All of this and much more to improve their bottom line. Should we follow suit and do what the competition is doing?” . Should we dive headfirst into the latest marketing trend?”.

Social Media 98

Social Media ROI Loyalty NPS 98

ChurnZero

JANUARY 24, 2022

One of the most effective ways to run a subscription-based business is through a customer-centric strategy. You might be wondering, what is customer centricity ? Or what is customer-centric service ? We’ll discuss these concepts and explain how you can use them to grow your subscription-based business.

Customer Centricity 98

Customer Centricity Customers Sales Webinar 98

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. You would not be impressed if I showed you pictures of this hotel. However, if you ask them about it, they might not be able to articulate them to you.

Hotels 78

Hotels Fashion Workshop Government 78

West Monroe

APRIL 9, 2024

Deposit gathering and larger-scale shifts As credit unions led the charge to offer higher rates, banks were ultimately forced to follow—with credit unions and national banks being seen as safer resources while community and regional banks overcome lingering headwinds from 2023. This is especially true for credit unions.

2024 52

2024 Banking Financial Consumers 52

BirdEye

NOVEMBER 8, 2023

Cultivating reviews and managing online reputation is essential for storage facilities aiming to attract and retain customers. But with so many review sites out there and new platforms emerging constantly, it’s hard to decide where to focus your efforts. You want to prioritize the platforms that will have the most significant impact.

Advertising 59

Advertising Demo Consumers Social Media 59

Magellan Solutions

AUGUST 31, 2021

Looking for a back office outsourcing company to assist you? Here’s how you can get one. If you are not yet subscribed to a BPO company, consider the pressure to provide faster service while meeting increased customer expectations and lowering costs has multiplied. But where do you begin?

Call Center 97

Call Center Government 2013 Banking 97