Experience Investigators by 360Connext

NOVEMBER 2, 2021

Customer personas can be as detailed or high-level as you need them to be, based on your goals and usage of them. A customer persona helps humanize the customer to the point you might refer to them by a fictional name. You’ll notice I didn’t call this a consumer persona or a buyer persona.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 92

Consumers E-support Customer Service Representative Social Media 92

ShepHyken

NOVEMBER 5, 2024

Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty. In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages.

Customer Service 71

Customer Service Social Media Customer Service Representative Communication 71

SurveySensum

MARCH 10, 2025

Take Your Customer Support To The Next Level 73% of consumers say that friendly customer service representatives make them fall in love with a brand. Conversational Analytics helps support teams analyze customer interactions, track sentiment, and identify service bottlenecks to deliver better experiences.

Interaction 52

Interaction Insights Social Media Customer Service Representative 52

Innovative CX

JANUARY 30, 2020

For four decades, I’ve been trying to improve the customer experience for organizations in a variety of industries and diverse geographic locations. Having a knowledgeable, well-trained professional customer service representative (CSR) is table stakes for any business, be it B2B, B2C or B2B2C. It’s simple.

Customer Service Representative 52

Customer Service Representative Customer Service Average Handle Time Fashion 52

BlueOcean

APRIL 14, 2023

How have consumers been reacting? ChatGPT: You’re asking about consumers and their reactions to ChatGPT support, right? Some consumers have been really happy with the quick and accurate responses they’re getting from ChatGPT, especially when they need help outside of normal business hours.

Government 156

Government Customer Service Representative Technology Definition 156

eglobalis

OCTOBER 1, 2024

For example, after shadowing a Customer Service representative, a marketer might better understand customer pain points and be able to create more relevant messaging in campaigns. Additionally, legacy systems and outdated technologies may hinder efforts to create a more integrated structure.

2020 405

2020 Customer Journey Mapping Culture Innovation 405

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated. In Summary .

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

InMoment XI

NOVEMBER 20, 2023

As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. In particular, Artificial Intelligence (AI) has emerged as a powerful tool, revolutionizing the way companies understand and enhance the customer experience.

Customer Experience 243

Customer Experience E Commerce E-support Social Media 243

TechSee

APRIL 30, 2019

How can a company achieve a good Customer Effort Score? Well, let’s look at things from the consumer’s perspective. They call Company A and wait on hold for seven minutes before speaking with a customer service representative. Out of frustration, Kevin and Beth contact Company B. What is CES?

Effort Score 126

Effort Score Customer Service Representative Travel E-support 126

InMoment XI

AUGUST 9, 2024

Why is Customer Experience Important? Did you know that 86% of consumers are willing to pay more for a product or service if they have a great customer experience? Also, companies who prioritize the customer experience outperform their competitors who do not.

Customer Experience 221

Customer Experience 2024 Net Promoter Score Customer Journey Mapping 221

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Tricia Morris

JUNE 26, 2015

Customer service agents serve as the voice of your brand and many times, the first (and hopefully not last) impression of it post sale. In a recent Aspect Consumer Experience Survey , 76% of consumers surveyed view customer service as the true test of how much a company values them.

Customer Service 104

Customer Service Poor Customer Service Net Promoter Score Customer Service Representative 104

C3Centricity

AUGUST 4, 2020

Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most; for example: Early morning or late at night for personal care products. Today there is no excuse for a consumer goods company to not be ready to help their users when they need it the most.

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

GetFeedback

MAY 22, 2018

This is an optimal way to ensure relevancy and make sure the experience is fresh in the customer’s mind. Consumers are picky when it comes to how they spend their screen time. In fact, 69% of consumers are consuming media on their smartphones and that number is only growing. Pay attention to survey design.

Touchpoint 150

Touchpoint Feedback Consumers Customer Service Representative 150

InMoment XI

JANUARY 12, 2024

The advent of conversational intelligence has become a catalyst for transformation in the way that businesses communicate with consumers. More than just a technological innovation, conversational intelligence represents a paradigm shift how organizations understand, interpret, and harness the power of human conversations.

E Commerce 195

E Commerce E-support Healthcare Multi-Channel 195

CSM Magazine

JUNE 16, 2023

From the quality of the products to the price points, the accessibility of a service to the consistency of what the consumer may receive, among many other things, people will often take time to make a decision and then stick with it. So, what is the way to drive business with happy reps?

Consumers 52

Consumers Customer Service Customer Service Representative Customer Retention 52

C3Centricity

MAY 12, 2024

Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan. A study by American Express found that 70% of consumers are willing to spend more with companies they believe provide excellent customer service.

Loyalty 104

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 104

TechSee

FEBRUARY 20, 2018

Customer self-service refers to customer-initiated interaction technologies that enable customers to access information and perform routine tasks without requiring the assistance of a live customer service representative.

Virtual Agent 132

Virtual Agent Contact Center Return on Investment Competitive Advantage 132

Retently

MARCH 29, 2023

Tesla has also claimed the top spot in the Consumer Reports’ annual owner satisfaction survey , where 91% of Tesla owners stated that they would buy another Tesla vehicle in the future. A good product that appeals to the consumer is the deepest core of marketing, which is very hard to achieve. Musk reacted immediately.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

CSM Magazine

JANUARY 8, 2024

Consumer services address our daily needs, such as food, leisure, and health. For those inclined toward people interaction and seeking a sought-after career with specialization opportunities, we advise them to study the consumer services field. Whether small or large, they aim to satisfy end users through services.

Consumers 52

Consumers Healthcare Social Media Exceptional Customer Service 52

ShepHyken

DECEMBER 31, 2021

It’s a short-sighted strategy to focus on customer acquisition vs. retention.? Even if you’re able to acquire customers, if you can’t keep them, eventually your pool of consumers will dry up. . Not being able to retain customers is a red flag that there’s something missing in your business strategy.

Customer Service 136

Customer Service Customer Retention Customer Service Strategies B2C 136

ShepHyken

SEPTEMBER 30, 2020

Every employee has an impact on the customer service and the customer experience an organization provides. So, the next question is what influences a good customer experience? We surveyed over 1,000 consumers as part of our 2020 Achieving Customer Amazement Survey and asked them just that.

Customer Service 127

Customer Service Poor Customer Service Customer Service Representative Customers 127

Hello Customer

MAY 19, 2021

The profitability of selling to an existing customer is 60-70% , while the profitability of selling to a new prospect is only 5-20% ( Invespcro ). 96% of consumers state that customer service is an important factor in their choice of loyalty to a brand ( Nextiva ). Customer Experts. Human channel.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

InMoment XI

NOVEMBER 15, 2023

With 87% of consumers actively avoiding buying from brands they don’t trust, understanding and improving the customer experience has never been more critical. Customer experience analytics is the practice that empowers businesses to do just that.

Insights 243

Insights E Commerce Customer Experience E-support 243

Joe Rawlinson

JULY 10, 2019

The root cause is the habit of underrating customer service in comparison to sales or advertising. Customers today are smarter than ever and they choose their own parameters to judge a product or service. For consumers, customer experience will become more important than price or product by 2020. ( Walker ).

Customer Service 130

Customer Service Social Media Customer Journey Mapping Poor Customer Service 130

Hallmark Business Connections

MARCH 23, 2021

It’s messaging that touches consumers during any kind of life event that’s important to them, such as anniversaries and birthdays. Though it’s mainly appropriate for pet industry professionals, any service or product provider can use pet life event marketing. Stand Out With a Fresh Approach to Pet-Focused or Veterinary Marketing.

Consumers 52

Consumers Marketing Events Touchpoint 52

ShepHyken

AUGUST 1, 2017

Jeff Nicholson on What Consumers Know (and Don’t Know) About Artificial Intelligence. How will artificial intelligence (AI) enhance the relationship you have with your customers? Giveaways: Click Here to view the PDF of the Pega Study, “What Consumers Really Think About AI: A Global Study” discussed on the episode.

Customer Service Representative 76

Customer Service Representative Omnichannel Consumers Webinar 76

Comm100

MARCH 6, 2024

The immediacy and convenience of live chat has catapulted the technology into a go-to support channel for consumers and an essential tool for businesses. Gone are the days when customers could only get slow and often frustrating support via email or phone.

Customer Service Representative 110

Customer Service Representative Customer Service Communication Customer Service Strategies 110

Tricia Morris

SEPTEMBER 4, 2015

In addition, the survey also shows customer service as one of departments with the lowest job satisfaction ratings and highest percentage of hostile employees. Now consider this: In a recent Aspect Consumer Experience Survey , 76% of consumers surveyed say their view customer service as the true test of how much a company values them.

White Paper 85

White Paper Engagement Customer Service 2015 85

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. Salesforce ). Context and experience matter.

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

Call Experts

JUNE 3, 2022

To succeed in a business, you must know the 5 Basic Needs of Customers. Customer service representatives must be sympathetic and transparent. . Consumers want to feel respected and treated fairly. Consumers will not recommend your business if a service or product fails to meet these basic needs.

Contact Center 98

Contact Center E-support Customer Service Representative Exceptional Customer Service 98

TechSee

JANUARY 21, 2020

They experience higher Average Handing Time (AHT), lower First Contact Resolution (FCR) rate, disappointing customer satisfaction scores and higher churn. According to a recent survey of consumers who canceled contracts with companies in the previous 24 months, almost 40% cited poor customer service as the primary reason for cancellation.

Contact Center 124

Contact Center Call Center Poor Customer Service Customer Service Representative 124

InMoment XI

MAY 30, 2024

In a business landscape that has become digital-first, where consumers’ expectations can change overnight, it has never been more important to the success of your business to be able to understand and leverage data. However, collecting this data can be time-consuming and inefficient without the proper tools.

Social Media 195

Social Media 2024 Document Insights 195

Kustomer

JUNE 8, 2021

In a study conducted by The Global Consumer , more than one-third of global consumers purchased products online at least once per week. This means it’s more crucial than ever to focus on the e-commerce customer service experience. Reduce Redundancies and Customer Friction. Take Customer Reviews Seriously.

E Commerce 100

E Commerce Customer Service E-support Document 100