ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf.

2021 161

2021 Article Customer Service Customer Retention 161

eglobalis

OCTOBER 9, 2024

Businesses must make informed estimates based on market trends, customer needs, and data. Analise the Scalability A feature request may work well for one client, but does it have the potential to benefit your entire customer base? Serving one segment at the expense of the broader customer base can be risky.

Feedback 513

Feedback ROI Innovation B2B 513

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Article authored by Ricardo Saltz Gulko. Should you kill NPS?

NPS 456

NPS Feedback Net Promoter Score B2C 456

ShepHyken

AUGUST 8, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The WOW Factor: How to Deliver an Amazing Customer Experience Every Time by Benny Marotta. Here are my top five picks from last week.

Article 24

Article 2022 Customer Service Culture 24

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Here is my last week article talking about CX experimentation.

E-support 509

E-support Innovation Customer Centricity Loyalty 509

InMoment XI

JANUARY 12, 2023

Cross-selling and upselling have formed the bedrock of brand aspirations for their existing customer base for a long time now. You can find all of that and more by clicking here and reading my latest point of view article on customer lifetime value.

Social Media 397

Social Media Customers Connections Customer Retention 397

InMoment XI

OCTOBER 26, 2022

These tribulations can take many forms; defining customer loyalty in emerging consumers, creating seamless retail experiences across channels, tracking a customer base that seems to be in multiple places at once, and keeping up with a digital landscape that changes as frequently as the Cleveland Browns change quarterbacks.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

eglobalis

SEPTEMBER 16, 2024

In this article, I explore the often-overlooked elements of strategy development to avoid simply repeating common discussions on this topic. Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape.

B2B 378

B2B Customer Experience Customer Centricity Omnichannel 378

InMoment XI

SEPTEMBER 23, 2021

Every business can agree that a sterling brand reputation does wonders for both the customer base and the bottom line—but how can companies build a better rep by leveraging customer experience (CX) tools? Click here to read my full-length Point of View article on the subject. Thanks for reading!

Brands 369

Brands Advertising Touchpoint Article 369

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. Leading telcos across the U.S.,

Banking 317

Banking NPS B2B Social Media 317

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. Here are my top five picks from last week.

Article 78

Article Customer Service 2024 Loyalty Programs 78

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Touchpoint Books Article 257

InMoment XI

SEPTEMBER 29, 2022

But, mixing these data points with structured feedback via social media or surveys , as well as meaningful data captured in order to achieve a desired goal, will allow retail banks to get a holistic view of their customer and their customer experience. Check out this quick article. Strategy #2: Master Omnichannel Experiences.

Banking 370

Banking Retail White Paper Omnichannel 370

GetFeedback

FEBRUARY 15, 2019

What are your organization’s values and how can they drive the company’s decisions and actions when it comes to its customers? Understand your customer base and target audience. The next step is to understand your customers. Editor’s Note: This article reflects the opinion of our guest author.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

InMoment XI

NOVEMBER 13, 2024

This will help you better understand and serve customers. Lowering the churn rate contributes to a stronger, more loyal customer base. With insights into customer behavior, you can act faster and smarter than competitors. It provides rich insight into specific pain points. It supports long-term growth.

Customer Retention 195

Customer Retention 2024 ROI Competitive Advantage 195

BlueOcean

JULY 12, 2018

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. The Role of Chatbots in Customer Care. “

Customer Care 185

Customer Care Contact Center Competitive Advantage B2B 185

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. So, if youre ready to transform your customer journey from frustrating to frictionless, lets dive into the CES tools that can make it happen. These stats highlight a simple truth: Customers value convenience. High scores mean youre on the right track.

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

InMoment XI

JANUARY 23, 2018

There are obvious differences in the way B2C and B2B companies engage, interact with, and serve their respective customer bases. Traditionally, this was appropriately based on significant differences in expectations from those customer groups. View Article. This should not come as a.

B2C 186

B2C B2B Customer Expectations Article 186

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Customers are nuanced. For this article, we’re diving into these three metrics so you have ideas on the best ways to use them. He believes organizations should now measure earned growth instead (which he explains in the article linked above). Customer Satisfaction Score What is it? Net Promoter Score What is it?

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. How Has the B2B Customer Experience Evolved? Support and service.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

CSM Magazine

DECEMBER 5, 2024

What’s more, by fostering a culture of inclusivity, companies can enhance problem-solving capabilities, increase customer loyalty, and improve overall service quality. This article explores the significance of diversity in customer service, outlining effective strategies for inclusive hiring, training, and cultural development.

Customer Service 52

Customer Service Culture Loyalty Workshop 52

ShepHyken

JULY 9, 2021

This week we feature an article by Davis Nguyen, the founder of My Consulting Offer. He writes about how to cultivate a customer community. When you cultivate a customer community, you will create a network of loyal fans who may refer your company to their own business associates, friends, and family members. To Wrap It All Up.

E Commerce 144

E Commerce Social Media E-support Consulting 144

GetFeedback

APRIL 18, 2019

Lastly, one of the key benefits of CX is your ability to align your business’ goals and mission with what the customer base wants and/or needs. Interacting with your stakeholders through constant customer servicing will help you shape your brand into a unique, customer-centric entity on the market.

Customer Experience 274

Customer Experience Omnichannel Customer Centricity Customers 274

CSM Magazine

OCTOBER 29, 2024

Today, exceptional customer service has become a crucial factor in attracting and retaining players. In this article, we’ll explore key strategies that online casinos can implement to enhance the player experience through outstanding customer service. Players today expect more than just great games—they want great service.

Customer Service 52

Customer Service Exceptional Customer Service Social Media Customer Service Representative 52

ShepHyken

JUNE 18, 2021

7 Keys to Successful Customer Service. This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. He writes about the 7 customer service elements that ensure your shoppers stay happy and included. Businesses wouldn’t be anything without their customers’ continuous support.

Social Media 155

Social Media Financial Presentation Customers 155

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. How exactly do you do this?

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

ShepHyken

DECEMBER 31, 2021

You create satisfied customers who are more likely to recommend your company to others. That means retention strategies not only help you keep existing customers but also help build your customer base. . 5 Customer Service Strategies That Improve Retention. You’ll become forgettable.

Customer Service 141

Customer Service Customer Retention Customer Service Strategies B2C 141

Retently

JULY 16, 2024

Over the years, Net Promoter Score has proven to be a key customer satisfaction metric. This article will explore why the volatility of NPS can lead to frustration and why closing the feedback loop and addressing the issues your customers report can have a much greater impact on your business than just aiming for a high NPS.

Net Promoter Score 148

Net Promoter Score NPS Customer Satisfaction Metrics 148

GetFeedback

APRIL 8, 2019

Scores of 30-70 are classified as great and it typically means you have a lot of happy customers. If your NPS is 70 or higher–kudos–you’re doing excellent with a high number of Promoters in your customer base. The data is only useful if you listen to your customers and implement the changes they suggest. NPS by industry.

NPS 247

NPS Net Promoter Score Reference Metrics 247

GetFeedback

FEBRUARY 2, 2020

According to Yolanda Ritter, a customer support manager at UKWritings and Academized , “while you’re making efforts to get to know them and remember key details about your customers, you should also be transparent and share things about your business with your customers. Start a customer loyalty program.

Loyalty 170

Loyalty Loyalty Programs Rewards Programs Social Media 170

ShepHyken

AUGUST 27, 2021

This week we feature an article by Jafar Sadhik, a digital marketer in the fields of SaaS tools, data management, and finance management. He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent.

Customer Experience 161

Customer Experience Customer Satisfaction Touchpoint Social Media 161

CSM Magazine

MARCH 28, 2025

In this article, we look at what companies learn from casinos customer services offering and the different ways they use these techniques to attract and retain users. Read on to find out more! Online casinos have their own version of this, with loyalty or VIP programmes that reward players with personalised experiences on their site.

2029 52

2029 Customer Service Exceptional Customer Service Hospitality 52

GetFeedback

FEBRUARY 7, 2020

As you accomplish this, you’ll see your revenue and customer count grow through referral traffic and an improved brand reputation. Survey customers immediately after an interaction through their preferred channel. Pro Tip: At GetFeedback, we recommend using an automated NPS program to send out targeted surveys.

NPS 199

NPS Net Promoter Score Effort Score Measurement 199

CSM Magazine

JANUARY 3, 2025

Artificial Intelligence (AI) has emerged as a game-changer in this domain, revolutionizing how businesses manage and deliver customer support. Challenges Faced by Traditional Customer Support Teams Despite its importance, traditional customer support systems often struggle to meet the demands of a multilingual customer base.

2025 52

2025 E-support Customer Satisfaction E Commerce 52

ShepHyken

OCTOBER 22, 2021

However, as the expectations of these consumers rise at speeds that outpace company improvements in this area, it becomes paramount that they satisfy the needs their loyal customer base may have, from product or service satisfaction up through social media connectivity. . Build Customer Experience into your Company Culture.

Customer Experience 153

Customer Experience Management Return on Investment Banking 153

Very Best Service

FEBRUARY 8, 2025

Certain industries have harnessed the power of social customer service more effectively than others, leveraging it to enhance customer satisfaction and loyalty.

Customer Service 52

Customer Service Social Media Healthcare Hospitality 52

GetFeedback

NOVEMBER 23, 2019

And from these discussions, three key customer experience trends came to the surface. In this article, we cover the key CX takeaways from this year’s Dreamforce conference. Artificial Intelligence (AI) is not a new topic for customer experience, but its value in the space is definitely becoming higher.

2019 48

2019 Magazine Fashion Customer Expectations 48