Win the Customer

SEPTEMBER 29, 2014

Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures.

Customer Journey Mapping 134

Customer Journey Mapping Customer Experience Customer Experience Design Customer Journey 134

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Now, we won’t be donning capes or fighting villains.

Customer Experience Design 52

Customer Experience Design Customer Experience Net Promoter Score Touchpoint 52

The DiJulius Group

FEBRUARY 7, 2024

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care.

Customer Experience Design 59

Customer Experience Design Healthcare Customer Experience Exceptional Customer Service 59

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

transcosmos Information Systems

FEBRUARY 20, 2017

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business. The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Customer Experience Matters.

Blog 98

Blog Customer Service E Commerce E-support 98

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? We develop personas for specific activities around customer experience management. Customer Service Blueprinting.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

2020 132

2020 Customer Experience Magazine Consulting 132

GetFeedback

JULY 19, 2019

Customer experience (CX) remains one of the most profuse opportunities for your business to stand out. Customer feedback should be cherished, not evaded. That’s because the value of customer feedback is heightened today as customer experience sways purchase decisions more than ever.

Social Media 262

Social Media Webinar Feedback Books 262

Myra Golden

OCTOBER 6, 2021

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!

Customer Service 122

Customer Service Events Customers Customer Experience Design 122

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service Download Events Innovation 116

Myra Golden

APRIL 9, 2015

Kd’s looks like an unpretentious café in a new development, but it’s actually a fine restaurant flawlessly delivering southern cuisine, ambiance and a jaw-dropping customer experience. So here’s my experience at Kd’s. Four things stand out from my dining experience at Kd’s. Success is in the details.

Customer Experience 83

Customer Experience Customer Experience Design Customers Culture 83

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. NPS measures customer loyalty.

Customer Experience 179

Customer Experience Net Promoter Score NPS Customer Centricity 179

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Myra Golden

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

2021 105

2021 Customer Service Customers Customer Experience Design 105

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customers 81

Myra Golden

SEPTEMBER 23, 2020

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

Customer Service 111

Customer Service 2021 Customers Customer Experience Design 111

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. What advice can you give me? Engage with video.

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

Myra Golden

JUNE 9, 2021

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. GET MORE IDEAS LIKE THIS.

Customer Service 105

Customer Service Customers Customer Experience Customer Experience Design 105

Myra Golden

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 101

Customer Service Retail Interaction Customers 101

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Beyond Philosophy

JULY 11, 2020

I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Embrace that we don’t choose between experiences, but between the memories we have of experiences.

Management 140

Management Customer Experience Design Customers Connections 140

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell.

Customer Experience Design 91

Customer Experience Design Books Customer Journey Customer Experience 91

Beyond Philosophy

OCTOBER 25, 2018

Most companies today know that putting the customer at the heart of everything they do is vital. The fact is, improving your Customer Experience means you must also become more customer-centric. But what is customer-centricity and how do you do it? The first one was, “We put customers first.”.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Article 67

Article 2020 Customer Service Healthcare 67

Myra Golden

SEPTEMBER 16, 2015

Is customer service easy to reach? These little details, on time or not on time, confirmation sent or not, or damaged goods all makeup the customer experience. When it comes to the customer experience, details matter. Was shipment fast? How helpful is the online FAQ section? Every detail matters.

Customer Experience 72

Customer Experience Travel Retail Customers 72

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend.

Customer Experience 85

Customer Experience Banking Sports Consulting 85

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

ShepHyken

DECEMBER 5, 2018

If a customer is on a website and needs help, there should always be a human fallback. A bad customer experience design: The concept of CX design is a hot topic. Companies are assigning executive titles to the person in charge of “design.” This isn’t designing labels and packaging.

Banking 127

Banking Advertising Customer Service Training Customer Experience Design 127

Myra Golden

OCTOBER 7, 2021

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

Customer Service 105

Customer Service Customers Customer Experience Design Customer Experience 105

Michelli Experience

FEBRUARY 28, 2017

One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences. For our purposes, here’s how it relates to the relationships we have with our customers. Customer perceptions also regulate their actions toward a brand.

Customer Experience 92

Customer Experience Social Media Loyalty Customers 92

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.

Customer Service 108

Customer Service Customers Interaction Social Media 108

Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. This time away from the phones would help your company deliver a better customer experience and it would take a lot of pressure off of your people. I created a task force of 4 customer service agents.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Customers Communication Interaction 94