InMoment XI

JANUARY 10, 2022

These include, but are by no means limited to, insufficient pay, hazardous work environments, and having to put up with belligerent customers. What’s at the Root of the Struggle with Employee Retention? A Quick Note on Employee Burnout, Disengagement, and the Like. 3 Elements of Holistic Employee Engagement.

Engagement 493

Engagement Employee Experience Connections Brands 493

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience. of customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

NOVEMBER 17, 2020

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. Seriously – your sons are both very polite and I appreciate it!”

Airlines 372

Airlines 2020 Social Media Hotels 372

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. Ultimately, your employees will exceed customer expectations. HEARTS If you want to win the hearts of your customers, you, first, must win the hearts of your employees.

Leadership 158

Leadership Engagement Financial Loyalty 158

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. How fast do you respond to customers? Customers appreciate a quick response. Today, it’s table stakes.

Customer Service 155

Customer Service Workshop Customer Service Training Connections 155

Experience Investigators by 360Connext

MAY 16, 2023

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey.

Airlines 143

Airlines Feedback 2023 Customer Service Representative 143

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Feedback 380

Feedback Reference Customers Loyalty 380

CSM Magazine

MARCH 26, 2024

Building strong rapport with customers is crucial for any business, as it promotes loyalty and satisfaction, and can be a differentiating factor in today’s competitive market. An example of a company known for having excellent rapport with its customers is Apple. Can you tell me more about how this has impacted you?”

Customer Service 116

Customer Service Exceptional Customer Service Definition Customers 116

Experience Investigators by 360Connext

NOVEMBER 22, 2022

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. I was so surprised when our server made such an effort to stop us to say that he appreciated how polite our boys were. Seriously – your sons are both very polite and I appreciate it!”

Airlines 143

Airlines 2020 Social Media Hotels 143

Integrity Solutions

APRIL 19, 2024

Mastering the human side of selling is key to sales success, but what does phrase that mean exactly? It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Sales 107

Sales Loyalty White Paper Contact Center 107

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. Their virtual assist technologies are often acknowledged by customers.

Technology 207

Technology Reference Connections Demo 207

Experience Investigators by 360Connext

APRIL 11, 2023

We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience?

Customer Journey Mapping 162

Customer Journey Mapping Banking B2B Definition 162

CSM Magazine

MARCH 28, 2024

But when it comes to students, the real art is not just attracting new faces—it’s about keeping them coming back for more. Crafting strategies for customer retention is like composing a hit song; it requires attention to detail, creativity, and some personal flair. So why not extend that philosophy to your scheduling?

Customer Retention 52

Customer Retention Social Media Loyalty Events 52

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. Listen to the podcast: Personalization is a key element in doing business today.

Advertising 78

Advertising Technology Brands Interaction 78

ShepHyken

FEBRUARY 7, 2023

If you show your employees a little love this Valentine’s Day, they will reciprocate with a little love for you, your company, and your customers. What appears to be a mass exodus of employees is an illusion for two reasons: First, the Baby Boomer generation is at retirement age, and that’s a big part of the working population.

2023 122

2023 Customer Service Training Reference Employee Experience 122

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. And when you master this skill, you can create an emotional bond that sets you apart from the competition.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

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 key to the best customer service in the home building industry is using available technology.

Customer Service 109

Customer Service Customer Care Technology Customer Service Strategies 109

Kustomer

AUGUST 24, 2022

During the early days of the pandemic, the digitization of customer interactions accelerated by three to four years, with three times as many companies saying 80% of their customer interactions were now digital in nature. What a Great Customer Experience Looks Like. The Stickiness of Modern Messaging.

Communication 97

Communication 2025 Average Handle Time Consumers 97

BlueOcean

MAY 5, 2023

We’ve said it before and we’re not afraid to repeat it until the cows come home: using a boilerplate RFP in the process to find a new customer care outsourcer is a quick road to failure. You’re looking for a strategic partner who will interface with your customers day in and day out. That requires a custom RFP.

Customer Care 156

Customer Care Contact Center Government Culture 156

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Of course not.

Seminar 78

Seminar Customer Centricity Culture Metrics 78

Bill Quiseng

DECEMBER 6, 2021

It is really disappointing to new employees that the first day of orientation is spent on defining the rules and restrictions, usually required by the legal department, that, if not followed, will result in termination. At the end of the day, someone is asking, “How was your first day at work?”

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. What’s the silver bullet there? It’s hard work.

Presentation 78

Presentation Hotels Culture Sales 78

ChurnZero

APRIL 18, 2024

Congratulations – you’re adopting a digital customer success strategy! Those are some big shifts – whether it’s updating your books , implementing a new management system, or revamping the tools, resources, and customer journeys you already have. So, now what? What we mean is that it’s time to reevaluate.

Interaction 52

Interaction Customer Engagement Engagement Webinar 52

Kustomer

NOVEMBER 2, 2022

Customer trends are constantly shifting and growing based on the needs and wants of the modern buyer. Today’s customers choose to shop at specific companies because of affordability, luxury, believing in what the brand stands for, the quality of the product, etc. What Are Today’s Top Customer Service Expectations?

Customer Service 98

Customer Service Omnichannel Social Media Customer Expectations 98

BirdEye

MARCH 29, 2024

But deciding what to post and which popular Instagram story idea to choose can be challenging. Customers are more likely to interact with your Stories if they have an engaging element like a “New post” or “Just dropped” sticker. There are many features you can leverage to share your brand’s story with your followers via Stories.

2024 109

2024 Social Media Events Webinar 109

SurveySparrow

FEBRUARY 2, 2021

What do you think they’d reply? All of this boils down to being appreciated for each employee’s value to the table. All of this boils down to being appreciated for each employee’s value to the table. Stat of the day! Why is Employee Appreciation Day Important? Plan a trip. Plan a trip.

Culture 98

Culture Wireless Entertainment Fashion 98

ShepHyken

MAY 12, 2021

These are positive experiences we create for our customers, including our internal customers, also known as our fellow employees. (If In the speech, I’ll ask audience members to share an example of when they created that experience. A customer had left her purse at the store. It makes me wonder what their expectation is.

Presentation 163

Presentation Customer Service Training Retail Customer Service 163

ShepHyken

MAY 5, 2021

In the customer service world, people have expectations. They expect that if they buy something, it will work and do what it is supposed to. The effort a customer makes to get the problem resolved – hopefully, it’s minimal effort – is ideally rewarded with an acceptable and expected resolution. Consider that number.

Customer Service Training 151

Customer Service Training Customer Service Customer Expectations Information 151

ShepHyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . They also work for the company and the customer. One day he got a call from the CEO.

Healthcare 125

Healthcare Customer Service Training Feedback Leadership 125

ShepHyken

NOVEMBER 3, 2021

There have most likely been times that many of us have fallen short in taking care of our customers. But what happens when it becomes a trend? Any advice/ideas to get our scores moving in a positive direction would be greatly appreciated. It could be an isolated incident, which is easy to fix. He writes: .

Hospitality 164

Hospitality Hotels Customer Experience Feedback 164

ShepHyken

JULY 30, 2021

If your customers are not fully happy with your company’s services, they may consider taking their business to one of your competitors. Foresee What Your Clients Need? . One surefire way to really enhance client satisfaction is to anticipate what your customers may need from you in this post-pandemic era.

Definition 150

Definition Travel Article Financial 150

Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys.

Metrics 52

Metrics Communication 2024 Feedback 52

Daniel Group

APRIL 5, 2023

Learn How Improved Daily Customer Interactions Set Navistar Apart From Their Competition! “CX is about us learning together, this is a journey, focusing on the human element of things, and helping our dealers improve interacting with customers.” I really appreciate it. Today, I’m here with Trish Reed.

Interaction 98

Interaction 2025 Voice of Customer Financial 98

ShepHyken

APRIL 13, 2022

“Find a job you love, and you’ll never work a day in your life.” . Anyone who finds what they love to do at work, either through a passion, hobby, interest, a random job they end up loving, or some defining moment is lucky. Just out of college I started my career as a customer service expert. The right thing to do.

Customer Service 130

Customer Service Customer Focused Customer Service Training Customers 130

BirdEye

MAY 16, 2023

When customers pass their positive experience to others and you give them something in return, they feel valued, appreciated, heard, and, in some cases, feel like they are part of the organization. That’s because they offer personalized incentives tailored to recipients or potential customers.

Reference 98

Reference Return on Investment Loyalty Fashion 98

ShepHyken

FEBRUARY 12, 2020

What if the worst thing a customer ever said about you was, “I love you!”? Even on a bad day, you’re still so good that they love you! Do customers love you even when there’s a problem or complaint? Here are six ways to make customers love you no matter what! Become customer-focused.

Customer Focused 141

Customer Focused Customer Service Training B2B Customers 141

ShepHyken

JUNE 22, 2022

Not long ago, I wrote about calling your customer or an employee “honey.” What was this server’s goal? It wasn’t to disrespect, belittle or embarrass the customer. A friend mentioned that it surprises him when people communicate with poor use of language, and he shared a story that made me smile.

Customer Service Training 132

Customer Service Training Reference Retail Communication 132