InMoment XI

AUGUST 6, 2024

Customer experience programs can be complex. Often, a customer experience program includes multiple different initiatives running simultaneously throughout the organization. This is where customer experience dashboards come in. This is where customer experience dashboards come in. What is a Customer Experience Dashboard?

Customer Experience 295

Customer Experience Net Promoter Score Metrics E Commerce 295

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 418

Customer Experience Innovation Customer Centricity Culture 418

eglobalis

DECEMBER 5, 2023

True Personalisation is Unworkable for Customer Experience The post True Personalisation is Unworkable for Customer Experience appeared first on Eglobalis.

Customer Experience 401

Customer Experience Customers Contact Center Customer Relationships 401

TechSee

AUGUST 7, 2024

Customer experience (CX) is a focal point for businesses striving to achieve a competitive advantage. Online reviews and consumer feedback are paramount, and social media only magnifies the importance of creating positive customer experiences. What is Customer Experience Automation? What is Customer Experience Automation?

Customer Experience 124

Customer Experience Customer Service Customers Social Media 124

Experience Investigators by 360Connext

NOVEMBER 7, 2023

When working to grow their business and revenue, companies often focus most (if not all) of their resources on attracting new customers. Customers expect (and deserve!) If a customer tries a new brand that fails to deliver on their needs—especially during the earliest interactions—they have little reason to support it.

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. Customers often experience frustration when they are put on hold for extended periods. Modern customers expect personalized, intuitive service.

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Call Center Customer Service Average Handle Time Customers 124

ShepHyken

SEPTEMBER 17, 2024

Recently, he shared the story of a wealthy customer who entered a luxury store and asked to see a $25,000 chess set. The customer wasn’t dressed well, and the salesperson made the assumption that she couldn’t afford to buy it. Making Assumptions About Customers Can Be Costly. You just don’t know.

Workshop 85

Workshop Customer Service Training Article Customers 85

TechSee

JULY 30, 2024

Welcome to “Dear Megan,” an advice column where innovation meets humor, and customer experience is sprinkled with a dash of wit. Dear Megan, I keep hearing about AI in customer service. Conversation AI, specifically, multimodality, can supercharge customer experiences. Should I really trust it?

Contact Center 124

Contact Center 2025 Customers Insights 124

Bill Quiseng

MAY 29, 2024

Corporate executives and CX influencers have traditionally advocated their business jargon, and their employees and customers have subserviently understood and followed them. For example, business leaders have defined contact centers when customers “contact” them to ask a question or have a problem with a product or service.

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

ShepHyken

MARCH 11, 2024

How can businesses think outside the box to create fan-like loyalty among their customer base? What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?

Customer Experience 150

Customer Experience Entertainment Loyalty Customer Centricity 150

Bill Quiseng

AUGUST 14, 2024

QUI TAKEAWAY: You can’t satisfy customers with disengaged employees. When you create a GREAT experience for your people, they will do the same for customers. The experiences and lives of everyone, your people and their customers and you and your business, will be enriched. Start there. CARE for your people first.

Communication 174

Communication Engagement Customers Interaction 174

Bill Quiseng

JUNE 26, 2024

The “World’s Best” experience is not as “the world” sees it, but as one customer personally FEELS it. Customers pay for their experience. Here are the three: QUI TAKEAWAY: Customer service is what you do for your customers. Customer experience is how your customers feel before, during, and after what you do.

Customer Experience 174

Customer Experience Social Media Loyalty Interaction 174

ShepHyken

APRIL 9, 2024

What if I told you that a satisfied customer could ruin your business? Most people think satisfied customers are happy and will come back. They found that up to 40% of satisfied customers don’t come back – even though they are satisfied! Our customers are smarter than ever when it comes to customer service and experience.

2024 141

2024 Workshop Customer Service Training Customers 141

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers.

Customer Success 147

Customer Success Management Net Promoter Score Feedback 147

ShepHyken

JULY 29, 2020

Call me boring, but I want the same thing every time—at least when it comes to customer experience. We want our customers to always have a good experience with us—one they can count on always happening every time they do business with us. It is, but this is good monotony—the kind of monotony our customers like.

Customer Service 258

Customer Service Hospitality Customer Service Training Customers 258

Optimove

SEPTEMBER 18, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: This post highlights the shift from brands controlling the narrative to customers taking charge of their interactions. Ignoring this shift risks losing customers to competitors. customer-led marketing”).

Insights 52

Insights Marketing 2024 Customer Centricity 52

ShepHyken

SEPTEMBER 17, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why are customer expectations rising in today’s market? How can AI enhance customer service experience? How can businesses effectively implement AI in customer service? A study by Capterra found that 63% of U.S.

Customer Expectations 75

Customer Expectations Multi-Channel 2024 Social Media 75

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! customerservice #customerexperience #custserv #custexp #cx

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

Bill Quiseng

JANUARY 3, 2022

Is customer service the frontline? Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We EMPOWER our people to act on their own to do what is right for our team and our customers. Customer service is for a job.

Customer Care 200

Customer Care Customer Service Culture Customers 200

ShepHyken

DECEMBER 6, 2023

In a confrontation with a customer, you have a goal: win the customer , not the argument. I’ve written about this before, and it’s worth coming back to this topic from another angle with a different example. First, an interaction with a customer should never result in an argument. It’s not about blame.

Workshop 149

Workshop Customer Service Training Customers Interaction 149

ChurnZero

SEPTEMBER 13, 2024

In just a few short weeks, I’ll be taking the stage alongside Chief Listening Officer Bob London at ChurnZero’s ZERO-IN 2024 conference to talk about how to automate customer success without sacrificing customer intimacy. Bob is an expert in customer discovery and listening skills. 3: Deploy in-app guides and walkthroughs.

Customer Success 52

Customer Success Customers 2024 Information 52

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. For many companies, the entire conversation takes place under the umbrella of Customer Support (or Technical Support). reduced customer churn.

Customer Success 166

Customer Success Net Promoter Score Customers Customer Retention 166

CSM Magazine

SEPTEMBER 20, 2024

In the rapidly evolving world of music streaming, customer service can make or break the user experience. For a platform like SoundCloud, which caters to millions of independent artists and listeners around the globe, delivering exceptional customer service is paramount.

Customer Service 52

Customer Service Multi-Channel Exceptional Customer Service Customer Service Representative 52

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. What’s better than gaining a new customer? Why Does Customer Service Impact Retention?

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

Second to None

SEPTEMBER 3, 2024

In today’s highly competitive business landscape, great customer experiences have become a crucial differentiator for companies looking to build a loyal customer base and sustain long-term success. According to a study by PwC, 73% of people point to customer experience as an important factor in their purchasing decisions.

Customer Experience 62

Customer Experience Customer Journey Mapping Loyalty Customer Journey 62

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Article 80

Article Loyalty Programs Customer Service 2024 80

Genroe

JUNE 20, 2024

Discover effective bank customer retention strategies tailored to each stage of the customer life-cycle. Learn how to leverage customer feedback and personalization to keep your banking customers engaged, loyal, and satisfied. Explore the secrets of successful customer retention in the competitive world of banking.

Customer Retention 96

Customer Retention Banking Net Promoter Score Feedback 96

C3Centricity

JANUARY 30, 2024

Difficult customers! Every business has them, and no one likes to get customer feedback that is challenging to handle. So what’s the secret to turning difficult customers into loyal advocates? You may never have considered this, but customer complaints are actually a gift! Customers expect you to put things right.

Feedback 118

Feedback 2010 Customers Customer Retention 118

ShepHyken

OCTOBER 3, 2023

Whoever said “the customer is always right” didn’t hear this about this story. A customer walked into a Little Caesars restaurant and became angry when he was told he would have to wait a few minutes for a pizza. I’ve said it before – I don’t agree with the saying that the customer is always right. Fire them as a customer.

Workshop 153

Workshop Customer Service Training 2021 Customers 153