Nextiva

OCTOBER 26, 2021

It's time to share the latest product updates with you. ?? We've been busy making many improvements to our products and product portfolio. Here are a few of the exciting new products and solutions designed to help businesses improve customer experiences. Nextiva Contact Center We made […].

Customer Experience 100

Customer Experience Contact Center 100

Nicereply

JULY 13, 2021

As the team that speaks most frequently with customers, they need to have the tools and knowledge to create customer experiences that meet and exceed expectations. One way to prepare your agents to support customers is by allowing them to use your products themselves. Use your Products. Introducing our Experts.

B2B 98

B2B B2C SaaS Technical Support 98

Ameyo

JANUARY 19, 2020

Yes, the answer is Great In-Product Experience! It’s not the new world of customer experience we’re entering into and it is imperative for you to understand PX inside and out to create an experience that will get you customers’ loyalty for life. Read More » The post How to Build Great In-Product Experiences?

Customer Experience 69

Customer Experience 69

Concentrix

OCTOBER 19, 2022

The post How Fastly Made the Customer Experience as Great as Their Products appeared first on Concentrix. Find out how Fastly, a US provider of cloud computing services, reimagined their voice of customer program and boosted customer loyalty.

Customer Experience 62

Customer Experience 62

Nicereply

DECEMBER 3, 2020

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. This ‘ all hands support ‘ practice builds empathy and appreciation across all departments and allows them to produce better products. Is the customer always right? This long-standing mantra is a staple of the customer service industry.

Customer Care 97

Customer Care Customer Experience Customer Service 97

TechSee

APRIL 24, 2018

Product unboxing goes way beyond the simple act of unpacking a new device. Brands have recognized that the unboxing experience is a key element in the sales process. In addition, a positive unboxing process has been proven to engage customers emotionally and enhance the overall customer experience (CX). Unboxing goes visual.

Self service 116

Self service Call Center Surveys Customer emotions 116

Pointillist

NOVEMBER 18, 2021

A McKinsey survey found that organizations’ digital product experiences accelerated by four years and their digitally-enabled portfolios are now nearly a decade ahead of schedule. There’s now more pressure than ever to digitize product experiences and create efficient, intuitive digital self-service opportunities for consumers.

Self service 45

Self service Metrics Analytics Contact Center 45

Nicereply

NOVEMBER 12, 2019

Luckily, as customer experience has grown in importance, so has the tooling that helps us provide it. Customer Experience, up until recently, wasn’t really in the limelight. However, it’s become increasingly important to provide a good experience to your customers. Trello is the one name brand product that we have on this list.

Journey mapping 75

Journey mapping Customer Experience Multichannel Contact Center 75

inmoment

MARCH 5, 2020

Retail customers’ primary objective used to be providing a great product , but as brand competition fiercens and consumer expectations rise, retailers need to find new, bolder ways to stand out from the crowd. The Experience Economy. Experiences don’t end at the store exit, either. It’s All About The Journey.

Airlines 52

Airlines Accountability Customer Experience 52

Avaya

JANUARY 29, 2019

Equally important is the quality of customer experience that agents deliver to customers. After all, customer experience in its simplest definition is measured in the relationship customers have with a brand. Read the “ Using Workforce Optimization to Enhance Your Customer Experience Strategy ” white paper.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

Vonage

FEBRUARY 2, 2016

Is it the product? A company can offer a product that is truly amazing, even something so innovative that it changes lives, but that doesn’t make the company behind it great. Offer an amazing customer service experience, and people will say, “That’s a great company.”. Think about the product – Cable TV is truly amazing.

Customer centricity 63

Customer centricity Benchmark Customer Service Contact Center 63

Strikedeck

OCTOBER 5, 2021

Darren Hood, MSUXD, MSIM, UXC, Principal Product Designer at Omnicell, provides insights into how UX (user experience) affects the business success and its importance in the design experience — in an interview with Vincent Manlapaz.

Customer Experience 52

Customer Experience Customer advocacy SaaS 52

ShepHyken

SEPTEMBER 26, 2018

Less than one week before the release of my new book, The Convenience Revolution: How to Deliver a Customer Service Experience That Disrupts the Competition and Creates Fierce Loyalty , so I thought it appropriate to share some thoughts on how being easy – or convenient – can give you a competitive advantage over your competition.

Automotive 1557

Automotive Customer Service Customer Experience Management 1557

ChurnZero

JULY 12, 2019

Perhaps product problems, loss of a key user in the account, a bad use case… Sure, these are some reasons why customers may churn, but the reality is that your churn rate is deeply connected to the quality of onboarding journey your users go through. The second most important element of user and product adoption is value.

Accountability 75

Accountability Metrics Education Marketing 75

Beyond Philosophy

APRIL 5, 2024

Customer emotions heavily influence experiences and motivate actions, yet these motivations are often hidden, even from the customers. The Jobs to Be Done framework shifts focus from product features to customer motivations, urging businesses to understand the underlying needs driving customer behavior.

Customer emotions 221

Customer emotions Marketing Customer Experience Management 221

Win the Customer

OCTOBER 27, 2014

Design is key to the customer experience and can mean the difference in winning the customer. Customer Experience Infographic' First impressions generally happen in less than 7 seconds.

Customer Experience 134

Customer Experience 134

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Experience 222

Customer Experience Advertising Feedback Engineering 222

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 201

Government Customer Service B2B B2C 201

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Government 190

Government Customer Service B2B B2C 190

ShepHyken

FEBRUARY 13, 2024

Functionality versus customer experience: Do they belong together? While both may appreciate a good customer experience, one wants a different product experience.   Here’s another example. It’s about the quality of the experience between the walls when the guest is awake. The Ford costs about $25,000.

Customer Experience 341

Customer Experience Transportation Airlines Customer Service 341

ShepHyken

MAY 27, 2022

She shares how organizations can create an environment that motivates employees to become more productive and improve customer experience. Talk of productivity, and we all have got something to share. Even on days that we are not working, we have this subtle question running in our minds- Was I productive today?

Customer Support 313

Customer Support Employee engagement Call Center Scripts 313

Win the Customer

JUNE 29, 2015

People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. Employees that provide superior knowledge in their work environment are sometimes referred to as product experts. It’s a practice that should be used in all stores around the entire country.

Customer Experience 128

Customer Experience Customer Service 128

SharpenCX

NOVEMBER 17, 2020

And, it’s also a reminder of every positive experience I’ve had with the brand. Pet retailer Chewy transcends the typical customer experience. And all the positivity Chewy employees exude reflects in the experiences they deliver to customers, too. That’s 15 days of lost productivity each year, per unhappy employee.

Contact Center 67

Contact Center Customer Experience Banking Coaching 67

Beyond Philosophy

APRIL 11, 2024

The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. I also appreciate how Boehme’s organization helps its clients grow faster by assisting them to align their customer experiences around the idea of jobs to be done.

Customer emotions 195

Customer emotions Marketing Personalization Sales 195

ShepHyken

MARCH 12, 2024

Last week, I wrote an article that compared the different concert experiences I had with two rock legends, Bob Dylan and Ringo Starr. The title of the article summed up the point I was trying to make: Do You Give Your Customers an Experience – Or Just a Transaction ? Create the experience that gets customers to say, “I’ll be back!”

Personalization 371

Personalization Advertising Feedback Customer Service 371

ShepHyken

SEPTEMBER 11, 2023

To improve customer experience, companies need to break down the customer journey into smaller episodes or touchpoints. By identifying which episodes create promoters (satisfied customers) or detractors (unsatisfied customers), companies can focus on improving specific aspects of the customer experience.

Automotive 315

Automotive Airlines Benchmark Service level 315

Beyond Philosophy

APRIL 18, 2024

Discount Tackle provides value in the experience by making the interaction personal to improve my fishing experience. For example, Spotify provides a few different personalization services that provide value by improving your listening experience. Balancing personalization and privacy has a lot to do with value and purpose.

Personalization 195

Personalization Advertising Technology Marketing 195

Smooch

APRIL 9, 2019

Last month we challenged ourselves to create a cool conversational experience for exhibitors and attendees at Enterprise Connect, one of the biggest tech conferences for enterprise communications. To showcase a host of different features, our team built the experience using our embeddable Web Messenger. A lesson in dogfooding ??

APIs 58

APIs Enterprise Engineering Contact Center 58

ShepHyken

MARCH 11, 2024

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more: How can businesses create experiences that get repeat business and nurture brand loyalty? Brands must create memorable and emotionally resonant experiences for their customers. You are trying to create loyal fans.”

Customer Experience 367

Customer Experience Entertainment Customer centricity Personalization 367

ShepHyken

MARCH 26, 2024

There is some very practical wisdom in these motivational and inspiring quotes that we can apply to the customer service and CX world. Think of the best customer experiences you have had. They made your experience enjoyable and easy. Or consider the simplicity of ordering a product from Amazon.

Entertainment 212

Entertainment Education Personalization Customer Service 212