ShepHyken

OCTOBER 27, 2024

Forrester: Customer obsession is key to B2B revenue and profits by Paul Demery (Digital Commerce 360) “Customer-obsessed” B2B companies build better relationships with employees and customers than peer companies without a strong customer focus, Forrester Research says.

Article 80

Article Customer Service Social Media 2024 80

InMoment XI

AUGUST 3, 2023

Businesses can prioritize areas for improvement, focusing their efforts on delivering meaningful experiences that leave a lasting positive impression on customers. Improved Customer Experience With unstructured data analytics, organizations can adopt a proactive approach to customer experience management.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

ShepHyken

MARCH 4, 2025

I had a sit-down with Michael Podolsky, the CEO of PissedConsumer.com , a sounding board for consumers to leave comments and reviews when they cant get the customer service they want or deserve. If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same.

Workshop 83

Workshop Feedback Customer Service Training B2B 83

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Jeff is truly obsessed with customer service. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 266

Contact Center 2022 Call Center Roadmap 266

InMoment XI

OCTOBER 8, 2024

And 88% of customers who trust a brand will become repeat customers. Improving customer experience will also result in increased brand equity , which is a key determining factor in what organizations consumers choose to give their business to. Here are some tips to improve customer experience in retail: 1.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Experience Investigators by 360Connext

MARCH 16, 2015

Hear from the best customer experience thought leaders from companies like Confirmit, Qualtronics, Universal Mind, and more. Need a customer-focused speaker for your next event? Sessions are brief and impactful so you can learn more, faster. Save 25% if you use our promo code: JEANNIE. Register today!

Events 223

Events Customer Experience Webinar Telecommunications 223

InMoment XI

AUGUST 2, 2023

In our latest report, State of Customer Experience: 2023 UK Consumer Study in partnership with NPSx by Bain & Company, we uncovered the differences between industries and brands and how each brand represents certain values. The true value lies in taking decisive action based on the insights gathered from customers.

NPS 195

NPS Customer Centricity Culture Automotive 195

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 256

ROI Financial CEM Metrics 256

Alida

FEBRUARY 22, 2017

To keep up with rising consumer and market expectations, an ever increasing number of companies are now prioritizing becoming customer-led. The race towards customer-centricity is driving some the biggest trends in business technology. Many systems, such as CRM, measures the number of transactions a customer has with a brand.

Customer Relationships 180

Customer Relationships Customer Centricity 2015 Definition 180

InMoment XI

MARCH 6, 2024

As hosts of this “party,” the company is responsible for ensuring that every aspect of the customer experience is enjoyable and satisfactory. Every team or department, from marketing and sales to customer support and product development, has a stake in the customer experience. It is what consumers tell each other it is.”

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Centercode

MARCH 4, 2021

Every year, Consumer Reports tests thousands of products — from cars, to laptops, to WIFI-enabled speakers and appliances — and grades them on a scale of 0 to 100. A trusted source of unbiased product testing , their mission is to make it easier for consumers to make well-informed buying decisions.

Consumers 81

Consumers Customer Satisfaction Technology Connections 81

InMoment XI

OCTOBER 23, 2024

The insights provided opportunities for enhancing customer retention and satisfaction. Personalized Customer Service Personalization is quickly gaining significance for banks because of shifting customer expectations. 62% of consumers agree that personalized recommendations are better than general ones.

Banking 195

Banking Customer Experience Financial Touchpoint 195

Alida

DECEMBER 1, 2016

Many of the most successful fintech companies are ahead because they’ve uncovered insight about financial services customers. How do you build a culture that looks ahead, rather than reacting to the latest consumer trends? By fostering a customer-centric culture. Focusing on customer interactions.

Customer Experience 193

Customer Experience Financial 2016 Banking 193

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience? by Erin Ollila. Follow on Twitter: @Hyken.

2021 160

2021 Article Customer Service Customer Retention 160

CloudCherry

SEPTEMBER 19, 2018

When left unaddressed, you risk losing trust, brand loyalty, and eventually open doors for competitors to lead your customers to their storefronts. . Choosing instead to focus on creating delightful customer experiences gives you: • A competitive advantage over other less customer-focused brands. Increased sales.

ROI 225

ROI Financial CEM Metrics 225

BirdEye

APRIL 10, 2025

Australian Consumer Law (ACL) Under the Australian Consumer Law (ACL) , businesses are prohibited from engaging in misleading or deceptive conduct, which includes creating or arranging for fake or misleading online reviews. Aim to respond in a timely manner to show you’re attentive and customer-focused.

Feedback 52

Feedback Consumers Demo Social Media 52

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience 2021 Customer Service Training 173

ShepHyken

JULY 5, 2021

They may even make you rethink how you email your customers. 7 ways leaders can model great customer service by Jeff Toister. Toister Solutions) You have to walk the talk if you want your employees to be customer-focused. It’s about customers having trouble logging into a website. Here are seven ways to do it.

Article 155

Article 2021 Customer Service Loyalty Programs 155

ShepHyken

AUGUST 9, 2021

The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), Consumer Reports) Public rants may not get the results you want. The Best Way to Complain to a Company on Social Media by Octavio Blanco.

2021 152

2021 Article Customer Service Social Media 152

ShepHyken

JULY 19, 2021

My Comment: I’m a big fan of the internal customer service concept, and here are 18 internal customer service tips to create the experience that makes them want to work hard, engage with their customers (other internal customers and outside customers), and more. CRM Buyer) Despite U.S. You can’t define it for them.

2021 152

2021 Article E Commerce Customer Service 152

eglobalis

OCTOBER 1, 2024

Overhauling these systems can be costly and time-consuming, but phasing out old technology while training employees on new systems will eventually smooth out the process. Leaders can tackle this by starting small—creating cross-departmental task forces for specific projects to demonstrate the benefits of collaboration.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

CX Accelerator

JULY 1, 2020

Business leaders will benefit from reflecting on how these changes – shutdowns, communication changes, and working from home – have impacted their relationships with their consumers and consider how this season has improved or harmed business continuity. As a consumer, I was forced to change the way I interact with businesses.

Contact Center 182

Contact Center 2022 Call Center Roadmap 182

InMoment XI

SEPTEMBER 19, 2024

End-to-End Customer Experience vs Customer Journey The difference between end-to-end customer experience and the customer journey is that one of them is business-focused while the other is customer-focused. The customer journey maps out the path a customer takes and focuses on individual touchpoints.

Customer Experience 195

Customer Experience Customer Journey Mapping Social Media 2024 195

InMoment XI

SEPTEMBER 17, 2024

Did you know that 38% of Millennials and 39% of Gen Z consumers reported that they are most likely to give up solving a problem with a product or service if they cannot find a solution themselves? Why Is the Customer Journey Important? What Are the Customer Journey Phases?

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

ShepHyken

SEPTEMBER 21, 2016

It doesn’t matter if you are in retail selling to consumers, or in a business that sells to other businesses, it is virtually impossible to create customer loyalty by being the lowest price provider. The retail industry has trained consumers to think that way. Consider this. It’s all about dollars.

Loyalty 134

Loyalty Retail Customer Service Training Connections 134

ShepHyken

MARCH 2, 2020

Check out this pyramid which shows that the higher the product is on the four levels of the pyramid, the more valuable it is to the customer. PhocusWire) Consumer devotion has become the holy grail of the hospitality industry, and the battle for it is more intense than ever. Their key is creating confidence.

2020 82

2020 Article Customer Service Hospitality 82

Beyond Philosophy

SEPTEMBER 17, 2015

About how we wanted his partners (retail employees) to treat Customers he said: “ Today’s financial market volatility, combined with great political uncertainty both at home and abroad, will undoubtedly have an effect on consumer confidence and perhaps even our customers’ attitudes and behavior.

Customer Centricity 142

Customer Centricity Retail Consulting Leadership 142

ShepHyken

DECEMBER 28, 2020

Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer. My Comment: Here is a fascinating article about loyalty and the customer experience. The article starts with the question: “I’m a consumer. So many stats are based on consumer feedback. Corbin Murakami, Sr.

Article 113

Article 2020 Customer Service Loyalty Programs 113

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

2021 172

2021 Customer Relationship Management Customer Service Training 2020 172

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. My Comment: I recently wrote an article about how to get customers to trust you more, so this topic has been on my mind. That number increases in the B2B space.

Article 22

Article Customer Service 2023 2022 22

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Loyalty programs are not just for consumers. Service and experience have not typically been strengths of consumers/citizens dealing with government agencies. My Comment: A loyalty program for B2B? Absolutely!

Article 139

Article 2021 Customer Service Loyalty Programs 139

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Higher retention rates and lower customer churn.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 126

Chief Customer Officer 2022 Customer Service Training Connections 126

Customer Bliss

OCTOBER 28, 2020

She also shares this important message about their journey to being customer-focused: We found that we were building our business rules and practices around our business objectives rather than the customer’s journey and their expectation.

Insights 189

Insights Insurance Healthcare Customer Journey 189

ShepHyken

NOVEMBER 14, 2016

8 Realistic Customer Service Trends for 2017 by Sven Ri. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting? Where customers go, service follows. Customer Experience Moments of Wow by Elizabeth Glagowski.

2016 128

2016 Article Customer Service 2017 128