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 and reach $1.7

Customer Satisfaction 52

Customer Satisfaction Presentation Customers Social Media 52

SurveySensum

DECEMBER 8, 2023

Do you know that 73% of consumers point to customer experience as an important factor in their purchasing decisions? So, it’s actually not just about the product itself; the overall customer experience plays a pivotal role in influencing their decision to return and make additional purchases.

Customer Centricity 59

Customer Centricity Feedback Demo Customers 59

Customer Enthusiast

MAY 29, 2018

Several years ago, I made the following observation. The premise of Delight Your Customers is the distinction between two dimensions of every employee’s job role: job function and job essence. They’re often transactional, expected by customers, and process-focused. It’s not zero-sum: job function or job essence.

Exceptional Customer Service 45

Exceptional Customer Service Books Retail Customer Service 45

ProProfs Chat

FEBRUARY 22, 2018

Good customer service is all about bringing customers back. And about sending them away happy – happy enough to pass helpful feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. Do it anyway.

Customer Service 101

Customer Service Social Media Customers Feedback 101

Customer Bliss

JULY 25, 2017

In this episode, we primarily discuss how and when to know an organization is ready for customer-driven change. One interesting point (that I loved) which comes up here is how you absolutely need to honor the past as you shape the future, in any organization. Look at yourself as a customer (be on Humana’s health plan).

Healthcare 0

Healthcare 2013 Metrics Loyalty Programs 0

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

Customer Enthusiast

JUNE 26, 2018

Several years ago, I made the following observation. The premise of Delight Your Customers is the distinction between two dimensions of every employee’s job role: job function and job essence. They’re often transactional, expected by customers, and process-focused. It’s not zero-sum: job function or job essence.

Exceptional Customer Service 40

Exceptional Customer Service Books Blog Customer Service 40

InteractionMetrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But they have different agendas and focal areas.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? Why is it important to analyze customer feedback?

2023 98

2023 Feedback Social Media Net Promoter Score 98

Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. I used to believe that the pursuit of perfection was not only unrealistic but demoralizing.

2017 89

2017 Hotels Leadership Customers 89

Gainsight

MARCH 25, 2020

Companies, as well as their employees, are learning to adapt to the new normal of working from home, the economic fallout from the crisis, the business impact to their customers—the list goes on. In my own life, my spouse and I are struggling with our work lives and dealing with having our daughter at home with schools shut down.

Communication 143

Communication Fashion Financial Hospitality 143

Retently

JANUARY 19, 2023

After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. In other words, to be successful, a business has to find a suitable market, define its needs and fulfill them with its products or services.

Measurement 158

Measurement Marketing 2007 Competitive Advantage 158

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. Appearing to Care by Seth Godin. As usual, Seth’s articles are very short, so I’ll share the essence of this one.

2017 79

2017 Article Customer Service Retail 79

BirdEye

APRIL 5, 2023

Here are seven tips to keep in mind so that you come up with a name you’re proud of and that helps you attract customers. Avoid complicated words or funky spellings that will leave your customers confused and scratching their heads. Don’t sweat it – we’ve all been there.

Government 98

Government Social Media Consulting Brands 98

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. Whether a domestic beach destination or an international adventure, I make a list of everything I have to do. On hold for hours when I don’t have a minute to spare. Self-Service is essential.

Travel 61

Travel Hotels Hospitality Books 61

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! This week I have a longer post than usual, but one that will make you smile, if not laugh out loud. It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service.

Customer Service 71

Customer Service 2002 Customers Document 71

Russel Lolacher

JUNE 19, 2022

A few reasons she is awesome – She is the president of Liz Kislik Associates LLC for 3 and a half decades – offering management consulting, executive coaching and other services to help organizations grow (including American Express, Girls Scouts and Staples). Connect with Liz on her platforms: Liz’s Website. PLAY AND SUBSCRIBE.

Culture 98

Culture Consulting Leadership Management 98

ProProfs Chat

JUNE 30, 2020

“People don’t care how much you know until they know how much you care”. It’s not the amount of knowledge you are willing to offer, but the efforts you wish to take to keep your customers satisfied and loyal to your brand. Customers wouldn’t see what you have to offer, but what you are willing to change for them.

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Do they have hotel experience?

2017 76

2017 Article Social Media Customer Service 76

Kustomer

JULY 23, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Sergio Frias joins Gabe Larsen to discuss the Be NICE platform ; a process that companies can use to improve their customer experience. It is also an acronym for Nurturing Insights about Customer’s Expectations. You have to figure that out.

Customer Experience 52

Customer Experience Customers Customer Service Insights 52

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. Whether a domestic beach destination or an international adventure, I make a list of everything I have to do. On hold for hours when I don’t have a minute to spare. Self-Service is essential.

Travel 48

Travel Hotels Hospitality Books 48

Kayako

MARCH 21, 2017

In the age of disloyalty , it’s easy for your customer to jump ship from one subscription business or ecommerce store to another. How do you make a customer feel respected and gain their trust? Customer trust is a reciprocal behavior to what they receive. Why customer trust is important for brand loyalty.

Interaction 84

Interaction Customers Innovation Feedback 84

ijgolding

JANUARY 28, 2018

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. The six steps are as follows: Step 1 – Attract.

Engagement 78

Engagement Customer Centricity Culture Customer Experience Professionals 78

Michelli Experience

FEBRUARY 17, 2016

Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system. My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs.

Customer Service 53

Customer Service Engagement Connections Communication 53

ClearAction

DECEMBER 14, 2017

Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. By the way, what’s promised to customers should, in fact, be what your internal behaviors actually produce.). Living the brand promise is another way of describing customer centric internal branding.

Customer Centricity 59

Customer Centricity Brands 2010 Customer Satisfaction 59

Natalie Petouhof

JUNE 1, 2022

I know that sounds grandiose. But as Tony Bates and I were doing research for our book, Empathy in Action TM , back in 2019, before empathy became a buzz word, we came to some interesting conclusions. Companies say it’s important: customers and employees disagree. Introducing the Fifth Industrial Revolution.

Books 52

Books Employee Experience Leadership 2021 52

C Space

APRIL 30, 2020

Customer, Now. What’s happening with customers right now and what should business do next? That’s why we’ve launched Customer, Now., a project to document, explore and understand lock-down, and what follows it, from the customers’ perspective. That’s why we’ve launched Customer, Now., Through Customer, Now.

Document 64

Document Insights Brands Travel 64

CSM Magazine

MAY 29, 2018

Jeff Mowatt explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success. t was a lesson in humility I’ll never forget. Following him, I said, “Thanks, I really appreciate your time.”

Seminar 55

Seminar Books Article Customer Service 55

Integrity Solutions

MAY 26, 2022

Most of the same companies continue to struggle with articulating and embodying integrity as a way of actually doing business. As Seth Godin has described in “People like us do things like us,” it’s not enough to say you’re a team or a group of colleagues. Compared with 2017, U.S.

Sales 52

Sales Culture Magazine 2021 52

ijgolding

DECEMBER 14, 2017

As a prolific writer on the subject of Customer Experience, I feel as though every article I publish is a reflection of sorts. When we reach the month of December, I am now regularly asked to share my thoughts – by many different people and organisations around the world.

Customer Experience 65

Customer Experience 2018 2017 Customer Experience Professionals 65

Myra Golden

JANUARY 13, 2018

If you find it difficult to get your customer to stop telling you the story of just how inconvenienced they were, or are, and to stop rambling on about the problem, it’s likely because the customer is stuck in the past. You’re going to have to reframe the issue in the customer’s mind. You’ empathize.

Presentation 49

Presentation Customers Interaction Customer Service 49

Beyond Philosophy

DECEMBER 23, 2014

How can marketers avoid creating a disappointed Customer? I read the BusinessInsider.com blog about “ The 16 Most Disappointing Places to Visit on Earth ,” which included places like Casablanca, Jamaica, and the Pyramids in Cairo. They want their product or service to look attractive but it must also be reality.

CEM 98

CEM Books Social Media Customer Centricity 98

Magellan Solutions

FEBRUARY 13, 2022

That means, in terms of operations, customer happiness, and staff engagement levels, ISO has a positive impact on their process. ISO sets the specifications and requirements for goods, processes, services, and systems. This includes manufacturing, health care, and technology. Why do businesses need ISO in the first place?

Call Center 40

Call Center 2013 Document 2012 40

Magellan Solutions

AUGUST 8, 2021

Do you really know how much you save with an Outbound Telemarketing Services ? However, there are a lot of things you should know about savings before getting an outsourced telemarketing services provider. In order to do that, businesses takes into careful consideration and examination of these components: Services Offered.

Average Handle Time 52

Average Handle Time Call Center Reference 2013 52

ijgolding

MAY 17, 2017

During my career, I have come across my own personal heroes – people who have inspired me to be the person I am today and to do the things I do. I also have two other people I consider to be my heroes in the world of business. Some even have heroes that hail from the world of business.

Customer Centricity 72

Customer Centricity Leadership Competitive Advantage Sports 72

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care. Should it be reviewed?

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48

8x8

DECEMBER 4, 2017

This is the first in a three-part series on developing an effective customer experience strategy. I once worked as a customer service representative (“CSR” or “Agent”). CSRs were expected to handle telephone calls and customer correspondence with accuracy and care. Should it be reviewed?

Contact Center 48

Contact Center Customer Experience White Paper Customer Service Representative 48