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

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. Ah, therein lies the problem.

Magazine 288

Magazine Metrics Customer Centricity Books 288

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. Be direct about the problem, but don’t lose your temper. So that’s my advice for the customer. Now, let’s switch to the business on the receiving end of the customer’s disappointment and anger and discuss the problem.

Customer Service 135

Customer Service Social Media Workshop Customer Service Training 135

CX Accelerator

APRIL 1, 2022

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. When I began to make my offer, the customer responded with something like: “Look.

Contact Center 266

Contact Center Communication Connections Customers 266

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

2020 250

2020 Net Promoter Score ROI Metrics 250

Team Support

JULY 25, 2023

As a customer support leader, you know how important it is for your customers to be serviced in a timely manner. So, your company invests in the training needed to ensure your agents know the product and can help the customer use it. Siloed systems is one of the most prominent obstacles customer service teams face today.

Poor Customer Service 98

Poor Customer Service Customer Satisfaction Demo Customers 98

ShepHyken

FEBRUARY 14, 2023

If we’re losing market share to a competitor, we analyze why. Let’s consider imitation, but let’s imitate a company that is outside of our industry. I recently did an informal poll on LinkedIn and asked: Which company’s customer service approach would you want your businesses to be like? Follow on Twitter: @Hyken

Customer Service Training 149

Customer Service Training Online Experience Customer Service Information 149

Team Support

DECEMBER 20, 2023

Either way, before you pop that bottle of champagne, it’s time to start thinking about New Year’s resolutions for your customer support team. In today’s increasingly competitive marketplace, people—particularly those in customer support—are key to setting your company apart from the crowd. Needless to say, the stakes are high.

2024 108

2024 Omnichannel Social Media 2023 108

Magellan Solutions

MAY 3, 2024

Understanding Outsourcing vs Offshoring Outsourcing involves hiring third-party vendors or service providers, locally or internationally, to handle specific business functions. The goal is to use external expertise and focus on core competencies. So, between outsourcing vs. offshoring solutions, which one works for you?

Culture 52

Culture Communication Call Center Travel 52

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. For many businesses it can take months or even years to recover from losing a key team member, especially if you struggle with hiring and onboarding employees. If repeat customers are gold, loyal customers are platinum.

2021 83

2021 Article Customer Service Retail 83

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 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Beyond Philosophy

APRIL 16, 2021

Realize that sometimes you need to lose a battle to win the war. Focus on the customer. For example, sales or marketing departments had more power than customer service, who, on the whole, always seemed to be second class. Rule #3: Realize that sometimes you need to lose a battle to win the war.

Management 148

Management Books Consulting Measurement 148

BirdEye

MARCH 15, 2024

A business YouTube channel is powerful for brand visibility, customer engagement, and content marketing. Consolidating your digital presence to focus on more impactful platforms. No longer producing content that aligns with your evolving business objectives, market trends, or customer expectations. Know This First!

2024 57

2024 Social Media Demo Download 57

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S. I love the GIF’s!

2021 89

2021 Article Customer Service Social Media 89

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Reducing friction : Friction happens when customers face obstacles resolving issues.

Customer Service 52

Customer Service Omnichannel Social Media Customer Satisfaction 52

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

CSM Magazine

NOVEMBER 3, 2023

In today’s hyper-competitive and ever-evolving online sports betting industry, it has never been more important for platforms to provide the best customer support services possible. One poor experience can be all it takes for a site to lose a loyal customer forever.

Sports 52

Sports Customer Satisfaction Entertainment Customer Retention 52

SurveySensum

DECEMBER 15, 2023

Often companies inadvertently limit their understanding of customer satisfaction by focusing solely on measuring existing customer interactions through metrics like NPS and CSAT. This provides an incomplete picture of overall customer satisfaction. These surveys play a crucial role in gaining insights into why customers leave.

NPS 52

NPS Feedback Measurement Customer Retention 52

ShepHyken

MAY 3, 2021

Each week I read a number of customer service and customer experience articles from various resources. An online music gear retailer tackles customer experience with a ‘Sweetwater’ difference by Judy Mottl. Retail Customer Experience) Sweetwater Sound Inc., Here are my top five picks from last week.

Article 108

Article E Commerce 2021 Customer Service 108

TechSee

NOVEMBER 10, 2020

The discussion around how to reduce customer service costs is not a new one. For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. How to Reduce Customer Service Costs Sustainably. field services.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

ShepHyken

APRIL 13, 2022

Just out of college I started my career as a customer service expert. It was a chosen profession that had its roots in something that happened to me when I was younger, an event that caused me to become obsessed with customer service. . These lessons laid the foundation that ignited my passion for customer service.

Customer Service 130

Customer Service Customer Focused Customer Service Training Customers 130

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Sending customer questions to the LLM?

Document 109

Document Interaction Presentation Customer Centricity 109

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect.

Engagement 98

Engagement Customer Experience Advertising Culture 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. That’s a 57% gap!

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. Here are some key insights.

Omnichannel 83

Omnichannel Insights Customer Journey Mapping Touchpoint 83

Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality. Good customer experiences aren’t just about aesthetics or functionality.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Imagine you’ve launched a new online delivery service. Businesses lose approximately $1.6 trillion due to frustrating customer experiences annually. Good customer experiences aren’t just about aesthetics or functionality. Good customer experiences aren’t just about aesthetics or functionality.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

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

DECEMBER 7, 2022

When a client is interested in engaging me to speak at their meeting, I’ll usually ask in our initial call, “Why is hiring a customer service speaker important to you at this time?”  . Of course, there are other answers, but for today I want to focus on the last one, which is about the competition catching up. .

Customer Service 76

Customer Service Customer Satisfaction Customer Service Training Customers 76

ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. While I wasn’t happy with losing my luggage, I was happy I didn’t have to wait at the baggage claim carousel to find out and then deal with the line. Customers love information and updates about problems they are waiting to get resolved.

Airlines 146

Airlines Travel Customer Service Training Information 146

CSM Magazine

JANUARY 31, 2024

The market dynamics are in constant development as more personalized services that suit the customers’ needs and provide all kinds of flexibility are being prepared. With deteriorating services, the company may lose its reputation and deal with a negative experience.

Insurance 59

Insurance Customer Service Customers Technology 59

Lumoa

MARCH 21, 2023

For example, there are plenty of good customer experience books to read if you want to learn more about customer experience. To help you out, we have listed our top 10 must-read customer experience books. In This Article: Customer Experience 3 The Cult Of The Customer Chief Customer Officer 2.0

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

ShepHyken

JULY 1, 2020

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business. If they leave and take 3 out of 4 customers with them, that could be painful to a company. Many companies are automating their processes, which can make it easy for the customer.

Customer Relationships 160

Customer Relationships Customer Service Training Customers Retail 160

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Customer Success 101

Customer Success Customer Journey Mapping 2024 Automotive 101

ShepHyken

NOVEMBER 17, 2021

Assuming that every other airline has these self-service digital options, what if one didn’t? If it means using digital to achieve easier, faster, and more convenient, then customers will use a digital channel. More and more customers are looking for digital and self-service options. That number increases year after year.

Fashion 125

Fashion Interaction Airlines Customer Service Training 125

ShepHyken

FEBRUARY 5, 2020

What if you only had one customer left to do business with? Maybe this was the last customer on earth? In business terms, maybe you’ll focus on making sure this customer is happy, filling the metaphorical gas tank with an excellent customer experience, so you can last—or stay in business—until you get another customer.

Customer Service Training 141

Customer Service Training Customers Customer Service Information 141