Beyond Philosophy

MAY 12, 2021

When I read that headline from Verint, an organization specializing in the Voice of Customer, it struck a chord with me—a minor one with lots of extra dissonance. Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? . Technology Can Help.

Customer Expectations 88

Customer Expectations 2021 Technology Chief Customer Officer 88

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. So what, exactly, do customers expect and how can you provide them with the exceptional digital customer experience they deserve?

Contact Center 52

Contact Center Customer Expectations Omnichannel Average Handle Time 52

West Monroe

JUNE 27, 2023

To transform these opportunities into tangible results, financial institutions must adopt an execution strategy that aligns value propositions and offerings with evolving customer expectations and market dynamics.

Banking 52

Banking Customer Relationships Management Financial 52

West Monroe

JUNE 27, 2023

To transform these opportunities into tangible results, financial institutions must adopt an execution strategy that aligns value propositions and offerings with evolving customer expectations and market dynamics.

Banking 52

Banking Customer Relationships Management Financial 52

West Monroe

JUNE 27, 2023

To transform these opportunities into tangible results, financial institutions must adopt an execution strategy that aligns value propositions and offerings with evolving customer expectations and market dynamics.

Banking 52

Banking Customer Relationships Management Financial 52

Beyond Philosophy

MAY 1, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. It widens every second between what customers expect and what many organizations can provide as we come out of the COVID-19 pandemic. This podcast is sponsored by Verint.

Customer Expectations 60

Customer Expectations 2021 Consulting Customer Relationships 60

Totango

APRIL 18, 2019

The new customer-centered economy marks a fundamental change in the business/customer relationship. It’s no longer wise for businesses to focus the majority of their efforts on seeking new customers. But they aren’t a guarantee of revenue; customers can cancel at any time.

Customer Relationships 76

Customer Relationships Customer Centricity Customer Success Customer Satisfaction 76

Brad Cleveland Blog

SEPTEMBER 9, 2022

You can explore the answers to these questions in this video below from my newest LinkedIn Learning course Customer Service … Continue reading → The post Customer Service Leadership: Understanding Customer Expectations appeared first on Brad Cleveland.

Customer Expectations 43

Customer Expectations Leadership Customer Service Customers 43

Integrity Solutions

MAY 13, 2021

Customer expectations are higher than ever. Salespeople who adopt a sales philosophy and process based on relationship selling and values-driven selling principles attract more customers. That doesn’t necessarily mean their salespeople aren’t talented or motivated. But it is a reflection of a new selling reality.

Customer Relationships 81

Customer Relationships Sales Customer Centricity 2021 81

eglobalis

AUGUST 19, 2024

While NPS provides a quick snapshot of customer sentiment, it often oversimplifies complex customer relationships, leading to frustration among businesses seeking deeper insights. This makes it less effective for understanding ongoing customer relationships and predicting future behavior.

NPS 308

NPS Net Promoter Score 2025 Metrics 308

Kustomer

OCTOBER 12, 2020

If the past year has taught the CX world anything, it’s that building and maintaining customer relationships is the key to survival during tough times. In fact, according to recent Kustomer research, empathetic customer service was the most valued customer service attribute during the global pandemic.

Customer Relationships 96

Customer Relationships Brands Contact Center Retail 96

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

InMoment XI

OCTOBER 30, 2024

Insurance companies that can successfully provide seamless experiences will likely come out on top with a base of satisfied and loyal customers. There are various types of customer experiences in the insurance sector. They expect fast claims processing and personalized health management.

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195

Team Support

MARCH 27, 2020

Sure, many professionals do, but their dissatisfaction is because the home office lifestyle inhibits their ability to meet face-to-face with customers. These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them.

Customer Relationships 80

Customer Relationships B2B Interaction Multi-Channel 80

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 29

Customer Expectations Leadership Customers Customer Service 29

Integrity Solutions

OCTOBER 30, 2019

Whether a salesperson is new to the company or a seasoned high performer, the pressure is on in today’s world: Up your game, add more value, strengthen customer relationships and meet aggressive sales targets—fast. The post Are your sales training efforts keeping up with customer expectations?

Customer Expectations 72

Customer Expectations Sales Technology Customers 72

InMoment XI

JULY 22, 2024

Did you know that 77% of customers expect to interact with someone immediately when they contact a company during a crisis? This transparency helped in maintaining customer trust and satisfaction during a challenging time. In our hyper-connected world, tech outages and cybersecurity incidents have become an unfortunate reality.

Banking 195

Banking Feedback Social Media Call Center 195

Brad Cleveland Blog

SEPTEMBER 9, 2022

You can explore the answers to these questions in this video below from my newest LinkedIn Learning course Customer Service … Continue reading → The post Customer Service Leadership: Understanding Customer Expectations appeared first on Brad Cleveland.

Customer Expectations 26

Customer Expectations Leadership Customer Service Customers 26

Brad Cleveland Blog

AUGUST 11, 2021

An important part of customer service leadership is understanding what customers want, and ensuring your delivery and experiences meet their expectations. But what do customers expect? How are those expectations changing?

Customer Expectations 26

Customer Expectations Leadership Customers Customer Service 26

Brad Cleveland Blog

OCTOBER 3, 2017

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals? Not at all!

Customer Relationships 40

Customer Relationships Customer Expectations Customers Contact Center 40

InMoment XI

MAY 10, 2022

If you design your store to provide an appealing experience, customers will be more likely to visit your store as an activity or a destination. Customers expect stores to be well-stocked with high-quality merchandise. Use this to your advantage as you build customer relationships through your marketing campaigns.

Retail 370

Retail Net Promoter Score Loyalty Programs Loyalty 370

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. In fact, 66% of customers expect companies to understand their needs. The responses to this question will help you understand if you’re targeting the right customers with your pricing model.

Feedback 195

Feedback Insights Customers Banking 195

InMoment XI

SEPTEMBER 9, 2024

Essentially, a customer experience consultant dives deep into your customer interactions, analyzes data, and helps you craft strategies that not only meet but exceed customer expectations. It’s about making sure every interaction adds value and strengthens the customer relationship.

Consulting 195

Consulting Customer Experience ROI Customer Journey Mapping 195

Brad Cleveland Blog

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

InMoment XI

AUGUST 3, 2023

Embracing the power of unstructured data analytics allows businesses to stay agile, customer-focused, and innovative, cementing their position as industry leaders and fostering long-term customer relationships based on trust and satisfaction.

Customer Insights 366

Customer Insights Insights White Paper Social Media 366

InMoment XI

NOVEMBER 21, 2024

For example, if price is a significant factor for your customers, you can satisfy them by adjusting your pricing model or offering loyalty rewards. A deeper understanding of customer expectations highlights areas for improvement. It shows you what features to prioritize based on customer pain points. Sources Khoros.

Voice of Customer 195

Voice of Customer Loyalty Net Promoter Score 2025 195

Brad Cleveland Blog

JULY 30, 2020

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. But wait, aren’t expectations always changing? What do customers expect? This can seem like a daunting challenge for those of us designing and managing customer services.

Customer Expectations 29

Customer Expectations Customers Customer Service Management 29

Brad Cleveland Blog

NOVEMBER 6, 2020

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day.

Customer Expectations 26

Customer Expectations Customers Customer Service Contact Center 26

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Author: Steve Nattress Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience.

Customer Expectations 51

Customer Expectations Brands Social Media 2018 51

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Build an email list.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43

Brad Cleveland Blog

SEPTEMBER 14, 2018

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Brad Cleveland Blog

OCTOBER 1, 2019

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Have evolving customer expectations, social communities, new channels and other developments changed the fundamentals? Not at all!

Customer Relationships 27

Customer Relationships Customer Expectations Customers Contact Center 27

InMoment XI

NOVEMBER 4, 2024

While the monetary fines imposed by the FTC are significant, the long-term damage to customer relationships and brand loyalty is much more alarming. Violating customer trust can take years to recover from, if at all. Respond to reviews to provide the necessary context and empathy.

Social Media 195

Social Media 2024 Financial Consumers 195

Brad Cleveland Blog

JULY 30, 2020

Service quality is defined in terms of the customer’s perception of how well your services meet his or her expectations. But wait, aren’t expectations always changing? What do customers expect? Simple, right?

Customer Expectations 26

Customer Expectations Customers Contact Center Call Center 26

Brad Cleveland Blog

OCTOBER 3, 2017

Over the past decade, ICMI has studied, codified and periodically published a summary of the most important principles behind building strong, profitable customer relationships. Lately, I’ve been asked, are these principles less important?

Customer Relationships 26

Customer Relationships Customer Expectations Customers Contact Center 26

Brad Cleveland Blog

NOVEMBER 6, 2020

Anticipating customer expectations is essential to developing effective customer service. In fact, customer expectations ultimately define what good service means. Truly understanding your customers can help you stand out in an environment that evolves every day.

Customer Expectations 22

Customer Expectations Customers Customer Service Contact Center 22

InMoment XI

NOVEMBER 8, 2023

VoC programs enhance the effectiveness of DDO implementation by focusing on customer needs, transparency, and ongoing monitoring. By involving customer experience experts in the product design process, financial institutions can align products with customer expectations, ultimately improving satisfaction.

Voice of Customer 195

Voice of Customer Financial Customer Centricity 2021 195