How Important Is Customer Service in Customer Experience? It’s Everything. [INFOGRAPHIC]
Win the Customer
MARCH 1, 2014
'83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?
March, 2014
141 
How To Disappoint Customers on Social Media: A Cautionary Twitter Tale
PeopleMetrics
MARCH 21, 2014
'Last week we wrote about a bank that has exceptional customer service in our post “ How to Amaze Banking Customers: A Simple Story ” This week we are going to focus on a story that happened right in @PeopleMetrics Twitter feed. I had read an interesting article on Barclays Kenya ''s refocused customer experience efforts. So naturally, I pulled up Twitter and fired off a tweet at the bank, curious to know what their customer experience efforts were behind the scenes.
Join 5,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
Build a Strong Customer Service Team To Keep Your Customers Happy
Joe Rawlinson
MARCH 24, 2014
'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.
Don’t Forget Your Customers’ Feelings – Part 2
InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
State of AI in Sales & Marketing 2025
Advertiser: ZoomInfo
AI adoption is reshaping sales and marketing. But is it delivering real results? We surveyed 1,000+ GTM professionals to find out. The data is clear: AI users report 47% higher productivity and an average of 12 hours saved per week. But leaders say mainstream AI tools still fall short on accuracy and business impact. Download the full report today to see how AI is being used — and where go-to-market professionals think there are gaps and opportunities.
Customer experience vs customer service
Very Best Service
MARCH 28, 2014
'Customer experience vs customer service: a war of words? The debate rages on between supporters of customer experience and fans of customer service. The former argue that customer experience is holistic, it covers the whole range of interactions between the company and its customers, pre-sale, during the sale itself and post-sale. In their vision, they reduce customer service to processes put in place when clients need problems fixed or when they wish to notify the company of their new address.
Sign up to get articles personalized to your interests!
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
More Trending
Hire Your Way To A World-Class Customer Experience, One Agent at a Time
Win the Customer
MARCH 2, 2014
'Organizations that "get" customer experience and are known for their excellent customer service, realize that it''s more about the people you assemble to serve than the processes you have in place.
What’s the next big thing in customer experience?
Smith+co CX
MARCH 10, 2014
'THE INTERNET OF THINGS enabling your fridge to talk to your kettle to talk to your spouse MOBILE EXPERIENCE which allows consumers to do everything on the move and may well help to solve the obesity crisis if only people can develop skinny fingers PREDICTIVE ANALYSIS means brands know what customers are going to do before they know it themselves (scary!
The WHY, WHAT and HOW of Customer Success
Amity
MARCH 19, 2014
You’ve probably read your fair share of information online about customer success. Specifically, and especially, if you are a SaaS company – there are several articles, whitepapers, webinars and blog posts that state how critical customer success is to your survival. But few have really laid out the why, what and how…until now. Daniella Degrace, a Founder Advisor for Amity and former Vice President, Customers Success at Radian6 (Salesforce), provides the answers.
Don’t Forget Your Customers’ Feelings – Part 2
InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
2024 State of Customer Education Report
Advertisement
Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.
Take the Mystery out of Mapping with our New Journey Mapping Guide
Touchpoint Dashboard
MARCH 11, 2014
'Today, customer experience is at the forefront of company strategy across industries worldwide. Customer journey mapping is universally seen as an ideal starting point to understand your business from your customer’s perspective, collect voice of the customer and other evidence, and put it all in one place.
How we worship our satisfied customers
Service Untitled
MARCH 10, 2014
'With happy customers comes repeat business, referrals, and of course loyalty; all adding to a customer oriented culture that ultimately places an organization as being more popular and valuable. The customer-centric legend, Zappos, an e-retailer with a unique approach to selling shoes and a variety of other merchandise, focuses its culture on pleasing the customer at a personal service level.
Fire, Ready, Aim Customer Service Will Always Fail. Great Experience Requires Preparation.
Win the Customer
MARCH 19, 2014
'Without consistency in your service execution, one-off customer experiences can cause confusion and foster disappointment in your customers. Creating the framework for consistent excellence in service is key to long term customer delight.
What can quantum theory teach us about customer experience?
Smith+co CX
MARCH 20, 2014
'So let’s get a little Professor Brian Cox * here. On first glance, electrons appear to behave in a predictable wave-like pattern, but quantum theory tells us that in fact the picture is much more complex. A bit like customer experience really. When we think about customer experience, we classically think about the linear or circular journey. As we are all realising however, we’re having to completely re-think this approach since the continued growth of digital and social channels means the cust
Frost Radar: Voice of Customer Analytics, 2024
Advertisement
Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
The Top 3 Reasons you need a Next Generation CRM
Amity
MARCH 5, 2014
Customer Relationship Management or CRM has fast become a term associated with multiple departments within an organization. CRM technology was positioned as organizing, automating and synchronizing sales, marketing, customer service and technical support. And although individuals in each of the departments will always have a vested interest in and interact with the customer, the focus of yesterday’s CRM systems was sales operations and sales automation.
Don’t Forget Your Customers’ Feelings – Part 2
InMoment XI
MARCH 26, 2014
In yesterday’s blog, I discussed how Maritz Research has been studying the emotional side of customer experience over the past couple of years. I tried to highlight findings that clearly indicate it is essential for companies to understand and try to manage the emotional aspect of customer experience. Emotions are powerful drivers of customer decisions.
5 Steps to More Effective Research
Aveus
MARCH 6, 2014
“My clients get paid for making successful decisions. My job is to provide the insights that increase the probabilities that they will make better decisions.” — Frank Pleticha. Frank and I reconnected recently. He had helped Aveus with our own customer experience research efforts some years ago and also assisted us on client work. Then we lost touch.
Increasing customer service popularity with Facebook
Service Untitled
MARCH 14, 2014
'Facebook gives organizations the opportunity to “WOW” customers with their human and approachable touch so important to building business, loyalty, and the development of a company’s brand. With over one billion active users, why not use Mark Zuckerberg’s brilliant social platform to help to build an audience, engage them in interesting conversation about one’s product or service, and then have the opportunity to convert visitors into more customers?
How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!
3 Simple Ways To Upgrade Your Call Center Experience and Win the Customer
Win the Customer
MARCH 10, 2014
'With the growing number of channels by which customers can now contact businesses, call centers must adapt their strategy and structure to leave room for coordination, collaboration, and enhance the customer experience.
Beyond the Bottom Line: What if every company gave 1%?
GetFeedback
MARCH 7, 2014
The“triple bottom-line” is a movement for companies to succeed in financial profitability, while still giving back to the community.
Amplify Your Best Salesperson
Amity
MARCH 12, 2014
In a sobering post this week, Jason Lemkin asked if 5X is the new 2X? According to Lemkin, 500% growth is what it takes to be considered a hot SaaS startup today. If you want the best investors, the best talent and the best partners, you need to put some very impressive numbers on the board every quarter. Oh, and you have to achieve these targets while segmenting and driving down the Cost of Customer Acquisition (CAC) at the same time.
Customer Satisfaction Begins at Home–Errr or in The Office
InMoment XI
MARCH 7, 2014
Did you know today is Employee Appreciation Day? Since people are at the center of every service Maritz provides– whether it’s striving to understand customer satisfaction and loyalty or incenting employees to improve performance, we wanted to share a blog written by one of our sister companies. Our guest blogger is Kara Simon, the General.
Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
FirstNet and What It Means for PSAPs
Customer Interactions
MARCH 6, 2014
'When Congress passed legislation to create the FirstNet (the First Responder Network Authority) just over two years ago, the idea of building a nationwide broadband network for first responders seemed a massive undertaking. Now that 2013 is in the rear view mirror, some would say it’s still a lofty goal, even though progress has been made. FirstNet is an independent group within the NTIA whose mission is to implement a nationwide interoperable public safety broadband network.
Getting what you pay for: How Amazon’s membership fee retains customer loyalty
Service Untitled
MARCH 24, 2014
'Amazon’s $20 increase for Prime members certainly drew a lot of derogatory hoopla this past week with social media and forums all buzzing with criticism about the 25% hike. In fact, according to Brand Key, a loyalty consulting agency, Amazon’s ratings dropped from 93% to 83% two days following the hike. “Based on immediate Prime member reactions, they may have underestimated the negative effects of the increase,” stated Brand Key.
The ‘11-4’ Syndrome – What Every Service Company Should Banish to Win Customer Loyalty
Win the Customer
MARCH 5, 2014
'By taking into consideration all the variables such as employee skills, preferences, location, and assets needed, service businesses can increase their first time fix rates almost overnight.
Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Let's personalize your content