InMoment XI

AUGUST 30, 2022

In order to get this, you need to understand what your customers want, how they view your brand, and how they feel about your products and/or services. To put it simply, you need to understand their entire customer experience, from beginning to end. Product Usage How long have you been using the product?

Customer Satisfaction 493

Customer Satisfaction Net Promoter Score White Paper Effort Score 493

InMoment XI

FEBRUARY 14, 2024

In order to do that, you need to work to create an omnichannel customer experience that allows customers to contact you when they want, how they want, and where they want. What is Omnichannel Customer Experience? Customers might have different experiences or encounter discrepancies when switching between channels.

Omnichannel 260

Omnichannel Customer Experience Social Media E Commerce 260

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Experience Investigators by 360Connext

NOVEMBER 7, 2023

personalized, convenient, and fulfilling experiences. And this is about more than just customer service. But now comes the big question: What does it take for customer experience teams to build loyalty and retention? They also need consistent experiences that prove they can count on your team.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

Bill Quiseng

APRIL 17, 2024

QUI QUOTE: Instead of giving incentives to your customers who fill out your surveys, offer rewards and recognition to your people who deliver service so GREAT customers rave about them on your surveys and social media. Customers pay for their experience, not your product or service. And it’s THEIR experience, not yours.

Social Media 156

Social Media Financial Loyalty Interaction 156

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 623

Automotive Competitive Advantage Customer Service Training Customer Service 623

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. At some point, you need to replace them.

Customer Experience 88

Customer Experience Customer Service Training Workshop Advertising 88

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Today’s consumers might browse products online before purchasing in-store or use their smartphones to compare prices while shopping at a physical location.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Retently

MARCH 5, 2024

Key Takeaways Expressing gratitude for both positive and negative customer feedback is essential for maintaining strong customer relationships and reflects a brand’s commitment to customer satisfaction and service improvement. When people feel appreciated, they experience a sense of belonging.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? And both dealerships – Ford and Ferrari – provide stellar customer service. While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. The Ford costs about $25,000.

Customer Experience 136

Customer Experience Transportation Hotels Airlines 136

TechSee

AUGUST 10, 2023

As a visual platform, TechSee converts phone calls into live augmented reality sessions and enhances service automation by bringing computer vision AI to chat and automated workflows. It enables enterprises around the world to deliver better customer assistance, enhance service quality and reduce costs.

Connections 206

Connections Contact Center Average Handle Time Omnichannel 206

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 80

Article 2024 Customer Service Government 80

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Customer Satisfaction 89

Customer Satisfaction Feedback Interaction Insights 89

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? Create the experience that gets customers to say, “I’ll be back!”

Workshop 148

Workshop Advertising Customer Service Training Books 148

The DiJulius Group

APRIL 24, 2024

On this episode of The Customer Service Revolution, John tackles this contentious debate head-on, sharing his astonishment at the corporate practice of monitoring employee communications through artificial intelligence. Guest Juan Jaysingh, the brains behind Zingtree, shares the role AI plays in customer experience.

Customer Service 86

Customer Service Article Communication Customers 86

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? Brands must create memorable and emotionally resonant experiences for their customers. Customers want to feel that you are watching out for them.

Customer Experience 147

Customer Experience Entertainment Loyalty Customer Centricity 147

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 76

Article 2024 Customer Service Government 76

Bill Quiseng

OCTOBER 18, 2023

When it comes to your customers and customer service, don’t just be good. You are happy because customers were satisfied with their purchase of your product or a resolution with your service. Your satisfied customers feel that their experience is good, not better, just average. Be GREAT out there!

Advertising 158

Advertising Customer Care Customer Service Customers 158

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. Yet, if you’re looking for a quick and reliable source of relevant information, surveys remain the go-to choice for successful businesses looking to improve customer experience.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. With over 1.75 What is Shopify Telephone Support?

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

Comm100

APRIL 22, 2024

The productivity of your customer service agents directly impacts your company’s success. Enhanced agent productivity not only accelerates response times but also elevates the overall quality of service. These issues can cause burnout and reduce efficiency, negatively affecting customer service outcomes.

Omnichannel 52

Omnichannel Social Media Customer Satisfaction Culture 52

ShepHyken

SEPTEMBER 11, 2023

To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. By identifying which episodes create promoters (satisfied customers) or detractors (unsatisfied customers), companies can focus on improving specific aspects of the customer experience.

Net Promoter Score 126

Net Promoter Score NPS Automotive Poor Customer Service 126

Retently

APRIL 18, 2024

Key Takeaways In-app NPS surveys are essential tools for gathering real-time customer feedback , improving satisfaction, loyalty, and engagement, and providing actionable insights for product development in digital-centric companies. Having in-app NPS surveys that are tailored for mobile ensures a smoother user experience.

NPS 78

NPS Net Promoter Score Feedback User Experience 78

Retently

JULY 28, 2023

But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. The obvious solution is offering your customers a much better experience, service, and product to ensure they are happy with your business. What Is a CXO?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. They made your experience enjoyable and easy. Or consider the simplicity of ordering a product from Amazon.

Entertainment 84

Entertainment Sports 2024 Workshop 84

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services. The reality is that the connection (or lack thereof) between employee engagement and customer experience can seriously impact business performance.

Engagement 135

Engagement Employee Experience 2009 Loyalty 135

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

Omnichannel 52

Omnichannel Fashion Events Culture 52

Bill Quiseng

JUNE 21, 2023

You have sold them a product or service that meets their wants or needs. Satisfied customers feel their experience is good, not better, just average. And satisfied customers will leave when they find an experience that is better or a price that is less expensive. Or you solved their problem for them. Human to Human.

Loyalty 134

Loyalty B2C Hotels B2B 134

Retently

NOVEMBER 27, 2023

But before diving into the benefits of outsourcing services, it is essential to understand what exactly outsourcing means. Outsourcing can range from a large contract, in which a big company manages IT services for another big company, to the practice of hiring a copywriter to write a piece of content.

NPS 147

NPS Net Promoter Score Multi-Channel Customer Success 147

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. We will also consider how AI algorithms are used to process customer data patterns to predict their service requirements – dealing with issues before they even arise.

Customer Service 84

Customer Service Customers Social Media Customer Satisfaction 84

Retently

MARCH 2, 2023

Still, although 71% of consumers expect a personalized experience, most of them are unwilling to spend time responding to an endless stream of questions. A 5-star survey is a customer feedback questionnaire that uses a 5-point rating scale to assess satisfaction with a product or service. What is a 5-star survey?

Customer Satisfaction 158

Customer Satisfaction Feedback Net Promoter Score Culture 158

CSM Magazine

APRIL 25, 2024

Tailored products and services, based on these insights, can significantly enhance customer satisfaction and loyalty. The challenge lies not only in offering unique products or services but also in crafting a distinct brand identity.

Social Media 52

Social Media Multi-Channel Touchpoint Customer Centricity 52

Magellan Solutions

APRIL 24, 2024

of retail by 2027 , accurate product information, orders, and inventory are crucial for success. Outsourcing your eCommerce data entry can streamline operations, reduce errors, and unlock your online business’s potential—partner with the right service provider to delight customers and drive revenue.

Sales 52

Sales 2027 Measurement Call Center 52

Bill Quiseng

NOVEMBER 1, 2023

Let’s be revolutionary to transform CX Into CXM, customer service to customer CARE, and customer service training to an education in customer CARE or customer CARE University. QUI TAKEAWAY: Customer service is what you do for your customers. Customer experience is how your customers feel about what you did.

Customer Journey Mapping 97

Customer Journey Mapping Sports Customer Service Training Customer Care 97