ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Hidden Secrets of Exceptional Customer Service From Amazon, PriceFixer, Netflix and Tesla You Could use to Command Your Customers’ Loyalty by Vicky Law. (The

Customer Service 174

Customer Service Surveys Personalization Consulting 174

Beyond Philosophy

JANUARY 27, 2022

The next wave of business change is Customer Science. Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. As the new wave of Customer Science comes in, the old tide of Customer Experience (CX) is receding.

CRM 195

CRM Consulting Consulting Quality management 195

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. We discussed how people form these price impressions and what happens when they are wrong. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint.

Construction 301

Construction Consulting Consulting Airlines 301

Beyond Philosophy

JANUARY 16, 2017

What is needed presently is some good, old-fashioned elbow grease—and more than a little efficiency. In these cases, having efficiency requires recognizing what is getting in the way of it. Some of them look like “important” things; e.g. email from your team (or boss) or a new animal video on YouTube (love them!).

Consulting 353

Consulting Consulting Customer Experience Management 353

Beyond Philosophy

FEBRUARY 19, 2019

A Customer Experience focus is a necessity of survival in today’s hyper-competitive and disrupted retail market. I was talking to the C-Suite of a retailer (who shall remain nameless) about Customer Experience. Baker Retailing Center from 2011 to 2017, where she witnessed retail chaos firsthand.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

Beyond Philosophy

AUGUST 30, 2017

What about the car you drive, how did you choose it? If “because I felt like it” wasn’t the answer to each of these questions, you are missing the biggest reason that you did these things at all —and the reason you do almost anything for that matter. Influence is a significant part of Experience Psychology.

Airlines 325

Airlines Consulting Consulting Customer Experience 325

Beyond Philosophy

OCTOBER 25, 2017

As customers, each of us is under the influence all the time. Our irrational reactions to moments in any given experience can influence our behavior, often in ways we aren’t mindful of ourselves. It has implications for all types of experiences, too, including restaurants, surgery, and school and work environments to name a few.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

Beyond Philosophy

FEBRUARY 28, 2017

Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. Like all new employees, he will have to learn people’s names, adjust to the way things get done, and figure out where the restrooms are. What are the things you should and shouldn’t do?

Construction 327

Construction Feedback Consulting Consulting 327

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong. Price is still important, vitally so.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. The interesting bit about putting the armrest halfway down this seat was I thought it was to enhance the seat experience, making it more comfortable with the armrests. Halfway along the seat, there are armrests.

Journey mapping 316

Journey mapping Consulting Consulting Banking 316

Beyond Philosophy

MARCH 2, 2018

Employee Experience at Amazon has a bad reputation. It would be highly unusual for a company that provides the excellent Customer Experience that Amazon does to have such a terrible work environment for those people that offer that excellent experience. Questions like, do we have any? and in the U.K.,

Government 253

Government Employee engagement Customer Experience Consulting 253

Beyond Philosophy

AUGUST 9, 2017

is like most of the others. Also, per CBS News , one in five Starbuck transactions is cashless, too, with customers opting instead for the coffee chain’s mobile wallet. But is it right for Customer Experience? million, are what is called, ‘underbanked’. A Canadian food chain Iq Food Co. Iq Food Co.

Banking 0

Banking Coaching Surveys Employee engagement 0

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Chatbots 52

Chatbots Finance Marketing Surveys 52

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). By Peg Ayers. Not at all.

Consulting 140

Consulting Consulting Surveys Feedback 140

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. I have added my comment about each article and would like to hear what you think too. A Look at Southwest Airlines 50 Years Later by Joseph Guinto. (D If you don’t subscribe to his blog, you should.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Nicereply

AUGUST 10, 2022

To give the best customer experience, you need to ensure that your writing skills are spot on. As a business, you’re probably well aware that the days where customers call up to communicate with your business is are slowly disappearing. Speak Like Your Brand. For example, take a look at RebelSpeak. Read Every Word.

Advertising 98

Advertising Banking Customer Service Customer Experience 98

Taylor Reach Group

APRIL 9, 2020

Everybody wants to improve the Customer Experience (CX) they provide, right? What else can you do? What’s the cost to your organization if nearly three quarters of your customers go elsewhere? What’s 72% of your annual revenue? Customers want a convenient, personalized experience that meets their needs.

Consulting 173

Consulting Consulting Contact Center Surveys 173

Fonolo

JANUARY 31, 2018

It’s going to be a big year in the world of contact center and in customer service technology. Will this be the year that messaging platforms from Facebook, Apple and others reach critical mass as a channel for customer service? We’re delighted that so many of you subscribe to this blog or visit us every week.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Banking 124

Banking Metrics Big data Consulting 124

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Let’s have a look. Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. It is still early.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

ChurnZero

SEPTEMBER 23, 2022

Searches for customer retention peaked in early 2022. . Searches for customer churn neared their all-time high around the same period. . Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently.

Education 98

Education Customer centricity SaaS Customer retention 98

ProProfs Blog

OCTOBER 16, 2020

She’s been collecting customer feedback via surveys for years but feels frustrated that results seem to be diminishing. Instead of trying the same old thing, what she could consider is shifting the type of survey. . This blog will walk you through the basic step by step method to build an anonymous survey. Survey opened: 180.

Surveys 158

Surveys Construction Personalization Feedback 158

Nicereply

MARCH 14, 2023

Every customer support manager has a busy life. And what better way to expand your knowledge than picking up a book? Books are a fantastic resource to develop a brand new skill or to complement and improve an existing skill—like leading a team or hiring effectively. Priorities are constantly competing. You need proven work.

Management 98

Management Call Center Metrics Entertainment 98

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. 83% of customers expect immediate engage when contacting a company.

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

ProProfs Blog

DECEMBER 14, 2018

Collecting and responding to customer feedback is critical for any growing business. It’s a great way to make sure you’re spending time and money on improvements that will help turn your existing customers into loyal brand advocates for life. “My So, how do you collect the most relevant feedback from your customers?

Feedback 145

Feedback Surveys Analytics Customer Support 145

ProProfs Blog

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . What would you say? Customers don’t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. . But what is customer centricity ? A few staff meetings.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

aircall

JANUARY 24, 2022

Without customers who make purchases, refer friends, and keep coming back for more, it’s very hard to grow a business. Making your customers feel important is a vital component of this cycle. But warning: This doesn’t mean you can take customers for granted just because you have something they crave. But, it only begins there.

Call Center 126

Call Center Best practices call center software CRM 126

ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Product-led onboarding and product adoption solutions will automate much of what CSMs do today.

SaaS 93

SaaS Chief Customer Officer Sales Metrics 93

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 63

Customer Experience Customer centricity Technology Management 63

ProProfs Blog

JANUARY 7, 2020

Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Improved customer service. Your customer service team, of course!

Customer Service 169

Customer Service Customer centricity Brand ambassadors Customer Support 169

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. Looking back over the past year of working in contact centers, it’s a daunting task to recall the lessons I’ve learned for a few reasons. First of all, I’m turning forty in a little less than a month, and I swear my memory isn’t what it once was.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Beyond Philosophy

DECEMBER 20, 2016

In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). The same can be said of engagement, which is simply too limited as applied to both customer and employee behavior. Michael Lowenstein, Ph.D.,

Enterprise 150

Enterprise Customer centricity Employee engagement Consulting 150

The Center for Client Retention

NOVEMBER 14, 2017

In this customer experience eBook authored by Richard Shapiro, retailers will learn how to stay ahead of trends in the coming year and what customers look for in the ideal retail experience. Though the future is uncertain, there is one thing for sure: 2018 will be a year like no other in the retail industry.

Technology 74

Technology Customer Experience Customer Service 74

Fonolo

SEPTEMBER 19, 2017

One of our goals with the Fonolo blog is to help you stay current on the many aspects of the fast-moving contact center industry. To that end, we’re always on the look-out for new industry research, studies, surveys and whitepapers. Key findings: 89% of consumers would like to use messaging to communicate with businesses.

Call Center 89

Call Center Contact Center B2C Benchmark 89