Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. It is, but this is good monotony—the kind of monotony our customers like.

Customer Service 259

Customer Service Hospitality Customer Service Training Customers 259

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. In the past, I’ve often chuckled upon reading about Zappos in a book or hearing the name mentioned in a keynote address as a model for customer-centricity.

Books 182

Books Return on Investment Magazine Culture 182

Experience Investigators by 360Connext

JULY 7, 2020

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. Stop for a moment and imagine a customer journey map in your mind. But journey maps done right aren’t static documents intended to be created and then ignored.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. And right next to their display was a shelf of Mexican spices. I love this story for two reasons. We discussed the ownership concept and how everyone can act like an owner or leader. You’re coming with us.”

2011 105

2011 Workshop Insurance Customer Service Training 105

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

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Article 135

Article 2021 Customer Service Loyalty Programs 135

TechSee

MARCH 28, 2023

Generative AI is generating a lot of hype, and with good reason. This technology will be revolutionary for the service industry. The key reason that we are all talking about AI is that ChatGPT has been made simple, very accessible, and easy to use. Couldn’t make the entire webinar? Is Generative AI practical? Is it practical?

Webinar 109

Webinar Call Center Technology Leadership 109

CSM Magazine

APRIL 28, 2021

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. But who can honestly say they love their bank, mortgage broker or credit card provider? There’s no reason why financial services firms shouldn’t be as beloved as technology providers, High Street coffee chains or soft drink brands.

Financial 98

Financial Banking Loyalty Brands 98

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

ShepHyken

DECEMBER 2, 2020

What reasons compel your customers to do business with you? When you’re trying to get your customers to buy into the experience you’re creating for them, it’s the story that will do it. When you’re trying to get your customers to buy into the experience you’re creating for them, it’s the story that will do it.

Customer Service Training 151

Customer Service Training Customer Service Information Customer Focused 151

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

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. What’s NPS All About?

NPS 78

NPS Net Promoter Score Feedback User Experience 78

ShepHyken

FEBRUARY 14, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? It’s these meaningful, actionable, high-quality customer perspectives that fuel unforgettable experiences and create brand loyalty. by Janelle Estes.

Article 124

Article 2022 Customer Service Customer Service Training 124

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Employee experience will match the importance of customer experience Shep Hyken, Customer Service and Experience Expert and New York Times bestselling author, predicts: “If you want to have a good customer experience (CX), there must also be a good employee experience (EX).

2023 123

2023 Customer Experience E-support Customers 123

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. Live chat is a customer service widget that allows your questions to be answered effortlessly within the web browser.

Consumers 98

Consumers E-support Customer Service Representative Social Media 98

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The number one reason for this is because it saves them and their customers time.

Customer Service 109

Customer Service Customer Care Technology Customer Service Strategies 109

Beyond Philosophy

AUGUST 20, 2020

We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. . The focus was on customer-generated reviews, like restaurant reviews.

Transportation 348

Transportation Information Technology Consulting 348

ShepHyken

OCTOBER 6, 2021

In a state of shock, instead of launching into the reason for the complaint email , my friend asked him, “How are you?” . That made me start thinking about the best ways to begin a conversation with a complaining or upset customer. Of course, there may be a few pleasantries to welcome a customer into the conversation.

Customer Service Training 166

Customer Service Training Reference Customers Customer Service 166

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. And the customer is NOT always right !

2024 61

2024 Article Customer Service Workshop 61

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. It’s simple. Easier wins. Faster wins.

Fashion 127

Fashion Interaction Airlines Customer Service Training 127

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Beyond Philosophy

OCTOBER 7, 2021

To most companies, it invariably means “customers give us all their money.” So, today we’re going to talk about the five rules that will build customer loyalty. Having that kind of bond with your customers is fantastic for your business. However, customer loyalty necessitates thinking long term.

Loyalty 172

Loyalty Airlines Banking 2007 172

ShepHyken

JULY 14, 2021

How do you say Yes to every customer request ? Is this customer service utopia? Both know the value of their customers hearing yes for an answer. If you dig a little deeper into the concept, it’s not so much about saying, “Yes” to every customer. And, that’s a pretty big difference, but not to the customer.

Hotels 170

Hotels Hospitality Transportation Customer Service Training 170

Kustomer

JUNE 5, 2023

Consumer expectations have completely transformed during the pandemic, and the labor shortage means service teams need to do more with less. In this blog, we define live chat customer service, detail why customers love this CS tool, and dive into the many benefits of live chat. What Are the Benefits of Live Chat?

Customer Experience 98

Customer Experience Competitive Advantage Customer Satisfaction Communication 98

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. First Direct Bank began in October 1989 (a tough time to start a bank, right?) Be Where Your Customers Are.

Banking 148

Banking 2017 Books Hospitality 148

SurveySensum

FEBRUARY 6, 2024

Launch cancellation surveys – a smart way to find out why customers say goodbye, but in a friendly and helpful way. A cancellation survey is a set of questions sent to users to determine why your customers are leaving. ” But it doesn’t end there – businesses listen and come up with new ideas to convince customers to stay.

Feedback 52

Feedback Demo Insights User Experience 52

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Listen to your Customers – It’s Worth the Effort.

ROI 143

ROI Books Customers Definition 143

Win the Customer

AUGUST 10, 2016

We’ve all heard the all saying that “the customer is always right”, but is the customer really always right? Here are four reasons why: The Customers Make the Business. One reason that many businesses still go by the “customer is always right” standard is that they know how important their customers are.

Loyalty 131

Loyalty Financial Customers Customer Service 131

Steve DiGioia

AUGUST 2, 2021

Last weekend, my wife, daughter, and I spent a lovely afternoon at a local farm, which also happened to be hosting a food truck festival at the same time. But the sights I saw were the farmer’s missed opportunity to make this ride something special and to enhance the experience of his customers. Did I guess right? To educate.

Sports 92

Sports Leadership Customers Customer Service 92

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Loyalty 86

Loyalty Measurement Net Promoter Score Customer Retention 86

ShepHyken

JANUARY 10, 2022

Each week I read many customer service and customer experience articles from various resources. The New York Times) The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. (The Here are my top five picks from last week.

Article 76

Article 2022 Customer Service Loyalty Programs 76

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. The best customer support does several things.

Customer Service 161

Customer Service Metrics Interaction Customers 161

Talkdesk

DECEMBER 22, 2020

Just before wrapping up 2020, we have yet another reason to show appreciation for our customers. We’re also thrilled to announce that we lead the Contact Center as a Service (CCaaS) industry in six categories: Best Contact Center Operations Software. Best Telecom Services for Call Centers Software. out of 5 stars. ??

Contact Center 139

Contact Center 2021 2020 Call Center 139

ShepHyken

APRIL 9, 2021

Did you know 90% of Americans consider customer service as the key factor when deciding whether to do business with a company? If you’re a customer-focused organization, you need to prioritize customer service. If you’re a customer-focused organization, you need to prioritize customer service.

Customer Service 142

Customer Service Call Center Contact Center Article 142

ShepHyken

JANUARY 1, 2021

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. With automation, you improve the quality of communication and keep customers updated in a timely manner. Sounds like everybody should use automation, right?

Customer Service 154

Customer Service E-support Article Customers 154

SurveySparrow

SEPTEMBER 22, 2022

Apple sure knows how to keep its customers happy! In case you’re not familiar, NPS is a metric that measures customer satisfaction and loyalty. It’s calculated by asking customers how likely they are to recommend a company’s products or services to a friend or family member on a scale of 0-10.

NPS 59

NPS Net Promoter Score Loyalty Programs Innovation 59