ShepHyken

APRIL 9, 2024

They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Then, I shared the findings from a study by Vanderbilt University professors Anthony J. Zohorik and Roland T. And the reason is that they are just satisfied. The experience was average – not bad, but not great either.

2024 140

2024 Workshop Customer Service Training Customers 140

BlueOcean

FEBRUARY 22, 2024

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

Customer Care 177

Customer Care Entertainment Government Contact Center 177

CSM Magazine

JULY 14, 2023

Sprout Social found that after a customer reaches out for support on social media, they expect a response within 4 hours, whereas companies typically respond in 10 hours. Sprout Social found that after a customer reaches out for support on social media, they expect a response within 4 hours, whereas companies typically respond in 10 hours.

Social Media 89

Social Media Customer Service Omnichannel 2023 89

IntouchInsight

APRIL 26, 2024

Hint: we actually found this data.) As grocers fight for space in customers' pantries (and minds), letting someone hang alone in their store for five minutes without assistance is not an experience they want to provide.

Insights 62

Insights Customer Experience Customers 62

ShepHyken

OCTOBER 3, 2023

While it may appear you’re giving that “bad customer” respect, you’re actually respecting the situation. By the way, our annual customer experience research found that 32% of American customers have yelled at a customer service agent, and 24% admit to cursing. It is this: The customer is NOT always right. …

Workshop 152

Workshop Customer Service Training 2021 Customers 152

TechSee

JUNE 30, 2021

No Fault Found dispatches. Dispatching a service technician to deal with these “ no fault found ” issues is a waste of company time and resources. When she arrived, she found the machine unplugged…well, chalk that up to the cost of doing business. And they don’t like it. These five jobs netted the company a nice profit.

2021 164

2021 Hospitality Hotels Healthcare 164

ShepHyken

MAY 30, 2023

He found a major friction point for new patients trying to make appointments was the initial phone call, when they often experienced longer than usual hold times.   Good news for Dr. Green! Mark Green, has always focused on creating a positive, unique and frictionless patient experience.

Workshop 154

Workshop Customer Service Training Customer Service Customer Experience 154

Beyond Philosophy

FEBRUARY 8, 2024

Feel, Felt, Found Not surprisingly, Apple had a great way of training the team on language to use with customers. It’s a three-part response to a customer objection that employs the words “Feel, Felt, Found.” What I found was that doing XX will help. I feel what you are feeling. I felt that way, too.

Presentation 78

Presentation Consulting Interaction Reference 78

C3Centricity

FEBRUARY 27, 2024

A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. Another survey, this time from Wharton, found that 70% of employees are more likely to embrace smaller, incremental changes compared to large-scale transformations.

E Commerce 90

E Commerce E-support 2016 2022 90

TechSee

MAY 9, 2024

Propagation of Biases: If not meticulously managed, AI can perpetuate existing societal biases found in its training data, leading to potentially unfair customer treatment. Data Privacy Concerns: AI systems depend on extensive data, increasing the risk of breaches and unintended biases.

Document 109

Document Contact Center Interaction Technology 109

ShepHyken

MARCH 26, 2024

I Googled the quote to find out who to attribute it to and found numerous variations: In sports, Ken Griffey Jr., Isn’t that what the best people do? Whether it’s sports, entertainment, or business, some people are so good that what they do looks easy. The point is that simple is usually not easy.

Entertainment 86

Entertainment Sports 2024 Workshop 86

ShepHyken

MARCH 16, 2022

That’s exactly what we found in our latest customer service research , that 86% of customers are willing to switch brands or companies because of a bad customer service experience. . Our research also found that most customers give one or two chances before leaving deciding to leave. Let’s call that the company’s “action.”

Customer Service 121

Customer Service Customer Service Training Definition Customers 121

TechSee

OCTOBER 21, 2020

Here’s what the survey found: Demand for technical support is currently very high. Although not as guarded as back in May when 75% of consumers said they were cautious about technician visits, the latest survey still found that 61% of consumers did not want technicians around their homes unless strictly necessary.

Customer Expectations 207

Customer Expectations 2020 Consumers Innovation 207

Blueshift

FEBRUARY 12, 2024

The sparks fizzled, the passion waned, and suddenly, you found yourself swiping left on your once-beloved CDP faster than you can say, “It’s not you, it’s your connection to all customer data and real-time mojo.” ” Beyond the heartaches of your current CDP lies the promise of Blueshift.

Customer Engagement 100

Customer Engagement Engagement Connections Marketing 100

Lumoa

FEBRUARY 14, 2024

The Salesforce State of the Connected Customer Report found that 88% of buyers say their experience is as important to them as a company’s products or services. Hubspot’s annual State of Service Report found that 90% of surveyed CX professionals felt that customer expectations have increased to an all-time high.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Beyond Philosophy

APRIL 25, 2024

For example, my podcast partner’s research is in pricing, and he has found that participants think of price and quality as correlated. I also found that 99 percent of people used emotional words when they told these stories about experiences. Today, we examine why storytelling is a powerful tool in a marketer’s toolbox.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

CSM Magazine

MAY 8, 2024

In fact, a recent survey by Metrigy found that more than 80% of companies are increasing their AI spending in 2024; the top reason, cited by 75.4% of those companies, is that they recognize the efficiencies AI brings. AI can digest large datasets, but it may not be able to translate nuance, rapport, or real connection, which all matter!

Customer Service 52

Customer Service Contact Center 2024 Connections 52

ShepHyken

FEBRUARY 14, 2023

I found the answers insightful: 37% want to be like the Ritz-Carlton 25% want to be like Ace Hardware 22% want to be like Amazon 16% want to be like Uber Regardless of the survey results, I’d love to take a piece of each of these brands and roll it into what we do – especially if we’re not already doing it. It’s not even about you.

Customer Service Training 150

Customer Service Training Online Experience Customer Service Information 150

Experience Investigators by 360Connext

MARCH 3, 2020

Now that you’ve found them, what will you do about them? Once those negative moments are found, it’s time to roll up your sleeves and start considering ways to fix them. Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey.

Customer Journey Mapping 250

Customer Journey Mapping Customer Journey Innovation Touchpoint 250

Playvox

FEBRUARY 13, 2023

A 2021 Qualtrics study spanning 17 industries found that, on average, organizations risk losing 9.5% Providing a positive customer experience was found to have a significant impact on all three aspects. But quality management is a vital area of your business — it’s what ensures your customers get top-notch service.

Contact Center 78

Contact Center Multi-Channel Customer Retention ROI 78

ShepHyken

FEBRUARY 28, 2023

And if you think that is bad, consider that the survey also found 71% of consumers say they’re unlikely to buy if a company loses their trust. Our customer experience research found that 84% of customers trust a company or brand more if it provides excellent customer service. That’s a 57% gap! Just do what you say you’re going to do.

Chief Customer Officer 123

Chief Customer Officer 2022 Customer Service Training Connections 123

CX University

MAY 13, 2024

A Forrester study found that the automation of customer service processes can reduce handling times by 60%. Saving Time One of the key benefits of chatbots is their ability to automate customer service processes. Personalization The rise of chatbots is not just about efficiency; it’s also about personalization.

Customer Experience 52

Customer Experience 2023 Omnichannel 2018 52

C3Centricity

MARCH 12, 2024

A study by Epsilon found that 80% of consumers are more likely to purchase a brand that provides personalized experiences. This shift demands a strategic overhaul of how companies approach customer engagement and traffic generation. Consider Netflix, which uses viewing data to personalize recommendations for its users.

Customer Engagement 90

Customer Engagement Engagement Competitive Advantage Entertainment 90

CSM Magazine

APRIL 29, 2024

And not only do happy employees make happy customers, an Oxford University study found that employees are 13% more productive when they’re happy. Happier workers naturally lead to happier interactions with the folks they help, making every exchange with the company a bit more cheerful and upbeat.

Customer Experience 52

Customer Experience Customers Connections Communication 52

Daniel Group

APRIL 18, 2024

we found some interesting things. I later found out that he had returned to the local supplier and purchased more, and he expressed satisfaction with the outcome of the dispute. The communication question is a powerful driver of CX performance. Let me illustrate with a story. I met the farmer, who was quite angry.

Communication 98

Communication NPS Net Promoter Score 2008 98

ShepHyken

MARCH 2, 2022

Our customer service research found that 81% of them (over 1,000) customers we surveyed expect companies to reach out to them as soon as possible if there is a problem with their order or service. . Never being late … that’s not realistic. It’s going to happen. It’s not a question of if. It’s when. . But you might say, “It’s not my fault!”

Customer Service Training 144

Customer Service Training Communication Information Customer Service 144

ShepHyken

MAY 13, 2024

Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. They tell their friends and the world everything, and a bad experience can kill your business. My Comment: This article is about customer support. ” My Comment: Howard Schultz is the former CEO of Starbucks.

Article 72

Article 2024 Customer Service Loyalty Programs 72

Beyond Philosophy

MAY 6, 2023

I found an excellent one at HubSpot , another great one at Salesforce , and third at Qualtrics. After a search of both my hard drives (computer and memory), I realized that I didn’t. To remedy this giant hole in our content, we recorded this podcast. However, like anyone would these days, I fixed that with an internet search.

Customer Engagement 147

Customer Engagement Engagement Definition Fashion 147

Hallmark Business Connections

JULY 27, 2021

A report by Salesforce found that 52% of people say they’re likely to switch brands if a company doesn’t personalize communications to them. If you found out about the life event in an inauthentic way, don’t act on the information. However, if you found out about the life event in an authentic way (i.e.,

Marketing 98

Marketing Events Social Media 2021 98

CSM Magazine

FEBRUARY 17, 2022

As such, as more customers realise the benefits of asynchronous messaging, whereby they can communicate brands during moments of any found time, this trend will naturally come to the fore. Additionally, we’ll also see the automation pendulum swing towards more people-based solutions in key use cases. The year ahead.

Customer Service 98

Customer Service 2016 2022 Brands 98

Daniel Group

JANUARY 26, 2022

Ford and GM were founded before 1910, and Hyundai introduced its first car to the US market in 1986. One study from the Harvard Business Review found that customers with the best past experiences spend 140% more than those with the poorest past experiences. For example, consider the auto industry. Your competitors will grow faster.

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

ShepHyken

DECEMBER 9, 2022

A study by Aspect Software found that companies that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to companies that don’t. . He founded and developed the SpeechIQ product, which was subsequently acquired by LiveVox in 2019. What do customers expect from contact centers? .

Customer Journey 123

Customer Journey Brands Contact Center Sales 123

CSM Magazine

SEPTEMBER 16, 2022

A study which examined the corporate social responsibility (CSR) messaging of Fortune 100 companies on Twitter during the pandemic has found that organisations could better communicate with their customers during times of crises by strategically embedding their CSR response into international marketing plans.

Transportation 98

Transportation Social Media Communication 2021 98

ShepHyken

MAY 4, 2022

Of course, I thanked her and I found my seat, just a few rows from the front of the plane. I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” I was wearing a baseball cap with the St.

Airlines 128

Airlines Customer Service Training Presentation Engagement 128

ShepHyken

MARCH 31, 2024

According to the authors, “While the private sector has found that keeping customers at the center of their operations improves their overall performance, similar realization is taking root in governments.” According to our customer experience research , only 18% of consumers in the US believe the government delivers great customer service.

Article 82

Article 2024 Customer Service Government 82

ShepHyken

JUNE 5, 2023

In a blind study conducted on a US retailer with more than 1,000 storefronts, Salesforce research found that if the company got the EX right, there was a 50% increase in revenue per hour per store associate. Employee experience (EX) has a significant impact not only on customer experience but on overall business growth.

Employee Experience 88

Employee Experience Net Promoter Score Books NPS 88

ChurnZero

APRIL 1, 2024

TrustRadius found that 72% of buyers use their past experiences to inform their buying decisions. When companies think about investing in their customer base, they are usually thinking about driving product adoption, reducing churn, or even delivering expansion revenue. Rarely are teams thinking about the impact on new logo pipeline.

B2B 92

B2B Reference Customer Success Customers 92