ShepHyken

JANUARY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The title of this article caught my attention. Read the article to find out the other three.

Customer Service 234

Customer Service Journey mapping B2C B2B 234

ShepHyken

MAY 21, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here is a short article that shares five insights into how Starbucks innovates CX. Here are my top five picks from last week.

Customer Service 208

Customer Service Customer Experience Technology 208

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.” “Uhh.

Customer centricity 282

Customer centricity Education Government Personalization 282

Beyond Philosophy

SEPTEMBER 16, 2021

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. This time, I am tackling three more including, Customer Strategy, Marketing, and Customer Expectations. . The processes you have internally reflect on the experience you provide the customer. .

Marketing 221

Marketing Customer centricity Government Construction 221

Beyond Philosophy

FEBRUARY 17, 2022

If there are too many people talking about the same thing, your consultancy has the danger of becoming just an echo chamber. It’s your business, and you have limited resources. You are essentially financing their business, and as a small business, you don’t have the resources. In other words, got to find your niche.

Consulting 221

Consulting Consulting Finance Education 221

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”.

Customer centricity 208

Customer centricity Education Government Personalization 208

ShepHyken

JANUARY 2, 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. My Comment: This article had me a the title: “Kick Ass Customer Service.” This article presents a perspective on what happens when AI meets messaging.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

CX Accelerator

SEPTEMBER 24, 2019

It’s your first day on a new job and you’re trying to figure out how things work. But Customer Experience (CX) specifically holds some challenges that many new leaders can take weeks or months to grasp. But when sharing that you’re a CX professional, you might hear a few common things: “I have no idea what CX is.”.

Customer centricity 182

Customer centricity Education Government Personalization 182

ShepHyken

SEPTEMBER 4, 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. The top five things you hate most about customer service by Sarah Ingrams . No doubt that CX is a very, very high priority!

Customer Service 158

Customer Service Benchmark Customer Care Finance 158

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This leaves you with more uncertainty about CX than you had at the start of your research. . This leaves you with more uncertainty about CX than you had at the start of your research. .

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Lumoa

JUNE 14, 2023

So keep reading if you want to get your NPS score back on track and supercharge your CX efforts. Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. And you’re not alone in feeling that way.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Peter Lavers

NOVEMBER 16, 2017

eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a lot longer than the internet (see Kelly Phillips Erb’s article in Forbes ). And things are still changing fast! The explosion of all things “digital” illustrates this assertion.

Customer centricity 183

Customer centricity Automotive Finance Marketing 183

Lumoa

FEBRUARY 9, 2023

Whether you’re new to customer experience or seeking inspiration, this guide serves as your ultimate resource for exploring and delving deeper into this exciting field. Acting on customer feedback doesn’t mean doing one thing. It means doing many things on many levels of an organization.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ShepHyken

SEPTEMBER 12, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are three of their success strategies. And what are your own favorite Top Gun Effect CX stories out there? How do they do it?

Customer Service 35

Customer Service Customer retention Marketing Customer Experience 35

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. EX and CX Come Down to the Same Thing: Put the Person First by Inge De Bleecker. Read the article and see if you agree.

Real estate 48

Real estate Customer Service Journey mapping Entertainment 48

ShepHyken

JULY 18, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 5 Things Brands Need to Know About the Gen Z Customer Experience (and Employee Experience) by Radi Hindawi and Jim Katzman.

Customer Service 33

Customer Service B2B B2C Self service 33

Skybridge

SEPTEMBER 24, 2020

Long considered one of the “squishier” performance goals, CX has grown in importance among customer-centric brands. Still, when times are tough or unpredictable, there can be a temptation to cut CX budgets. You can read more about how to measure your CX ROI below.

Customer centricity 52

Customer centricity Analytics Feedback Sales 52

SharpenCX

JANUARY 15, 2020

Plus, they’ve been ranked by Trip Advisor as a Traveler’s Choice Winner for the past three consecutive years. Lost luggage, delayed flights, expensive upgrades, and bad attitudes plague the customer experience we get from this industry. But they don’t let a lower budget or fewer corporate resources limit the experience they deliver.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Russel Lolacher

OCTOBER 10, 2022

Forbes article. BBC article. She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. So like I said, out of bad comes good and out of good comes other opportunities. Sometimes, a bad experience is circumstantial. WORKING FROM HOME.

Journey mapping 52

Journey mapping Finance Personalization Customer Experience 52

Fonolo

JULY 5, 2023

It’s one of the reasons why responding to bad reviews — and resolving them — can have such a positive impact. ” the best and most efficient thing to do is to ensure that your employees are content — and happy customers will follow. And things like sponsoring sporting events form associations in consumers’ minds.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Tethr

NOVEMBER 5, 2020

But these first three steps will get CX and customer care leaders started quickly and effectively. Here are the three things I recommend companies do first. When we first wrote about the idea of customer effort in 2010 in the HBR article “ Stop Trying to Delight Your Customers ,” we introduced the Customer Effort Score.

Customer effort 62

Customer effort Coaching Surveys Engineering 62

ClearAction

OCTOBER 4, 2015

Hence, common sense says customer experience (CX) insights should be a determinant of corporate strategy. As a determinant of corporate strategy, think of CX insights as part of a trilogy including financial and people stewardship. What exists already that is congruent with CX excellence truths? 2) Tap into Strengths.

Customer Experience 118

Customer Experience Management CRM Best practices 118

ijgolding

APRIL 4, 2016

In reality, I think I must have been born with a passion for CX! my very makeup, my evolution into the CX Specialist that I am now started at the end of the 90s. Confusion between Customer Service, Customer Experience and Customer Centricity – they are not the same thing! Apart from it being in my genes….

Customer Experience 62

Customer Experience B2B Benchmark Government 62

Babelforce

NOVEMBER 25, 2021

In theory, you’re achieving more with your resources. If you want more ideas for cutting AHT, this article has you covered. CSat is a crucial CX metric that gauges how customers truly feel about your service. For more ideas, check out our article about how to reduce wrap-up time. #9 2 Customer Satisfaction (CSat).

Metrics 52

Metrics Call Center Abandon rate Average Handle Time 52

Lumoa

JANUARY 19, 2023

Furthermore, customers remember their good and bad experiences with brands. In This Article: Preliminary Steps 1. Identify the Company’s Goals Before you start looking for people or draft your CX strategy, your first step should be to clarify and understand the wider objectives of your organization. How does the map look like?

Customer Experience 94

Customer Experience Metrics Feedback Analytics 94

Global Response

JULY 28, 2023

For example, recent data shows that 92% of customers will switch companies after just three—or fewer—bad experiences. In this article, we’ll share five tactics we’ve seen work time and time again in our decades of customer service and experience. So how do you improve your customer retention rate?

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62

Vistio

FEBRUARY 1, 2022

Jenny has been recognized as a leader in the CX industry, including The ICMI Top 25 Thought Leaders and the 2019/2020 CloudCherry CX Influencer Champion award. That’s really just because intellectual property and there are certain things that we want to make sure that we’re communicating because it’s very scientific.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Mindtouch

AUGUST 27, 2018

A good amount of customer support interactions begin with the three simple words: I don’t know. According to Marketo , two out of three B2B consumers engage a company primarily to request service or support. Two out of three B2B consumers engage primarily to request service or support. How to Learn from Bad Net Promoter Scores.

Self service 48

Self service B2C B2B Multi-channel support 48

Tethr

JUNE 21, 2019

Not only is the wording more straightforward for customers and easier to translate from the original English, but the 1-7 scale and the fact that a low score was now “bad” and a high score “good” is more in keeping with the way other survey questions (like CSAT or Net Promoter) are asked. good) and 5 was high effort (i.e.,

Surveys 68

Surveys Coaching Customer effort Metrics 68

Tethr

MARCH 26, 2019

They said that they knew that delighting customers and going above and beyond was the right thing to do…so they rejected our argument out of hand. But, the article started to get passed around and began to make some waves in the market. Suffice it to say, the reaction wasn’t initially positive.

Customer effort 48

Customer effort Wireless Airlines Banking 48

Russel Lolacher

JUNE 13, 2022

A few reasons they are awesome – Keith is the Principal CX Advisor for Medallia where he works with clients and employees to improve customer experience programs. So, I don’t always think it’s an intentional thing [to create silos], but it is that lack of communication and lack of collaboration.”. Russel Lolacher.

Coaching 59

Coaching Engineering Personalization Feedback 59

ChurnZero

FEBRUARY 2, 2021

It’s this nihilistic view that pushes Phil to the brink of insanity (and you know what they say about insanity: it’s doing the same thing over and over again and expecting different results). Resources: David Gasca’s Silent Meeting Manifesto (there’s also a condensed three-minute read ). T he “Pile-On” Meeting.

Best practices 40

Best practices Construction Morale Feedback 40

Vistio

MARCH 15, 2022

Leveraging over 20 years of business process outsourcing and experience, Terry is one of the subject matter experts on technology, remote working, customer experience (CX), and GigCX. I’ve been involved in the tech space since the late 90s and specifically in the CX space for the last 20 plus years. It’s incredible.

Gamification 52

Gamification outsourcing Contact Center Technology 52

NobelBiz

MAY 22, 2022

Based on a NobelBiz Webinar (Call Center Talent Acquisition & Hiring for Success) , this article aims to understand what the call center workforce market looks like in the present day and provide practical solutions for achieving proficient hiring, training, and workforce management processes. Let’s meet the experts! fixing errors).

call center workforce 52

call center workforce Call Center Management Gamification 52

Russel Lolacher

JULY 4, 2022

In this episode of Relationships at Work, Russel chats with co-founder of the CX Accelerator and speaker Nate Brown on how to build build community to benefit your employee experience in your industry. Repeatedly named on top CX expert lists over the years, including ICMI and others. CX Accelerator. PLAY AND SUBSCRIBE.

Personalization 52

Personalization Employee engagement Customer Experience Scripts 52

Global Response

MARCH 27, 2023

As the recent data highlights: 86% of customers would leave a brand they were previously loyal to after just a few bad experiences, with 62% saying just one bad experience is enough to dissuade their loyalty. Ready to perfect your CX? In today’s saturated marketplace, customer service matters more than ever. Omnichannel support.

Customer Service 62

Customer Service Chatbots Self service Personalization 62

Tethr

OCTOBER 2, 2020

The three fastest routes to reduce customer effort in your interactions. Or, did it leave a bad taste in your customer’s mouth — and an unfortunate lasting impression for your brand? Providing an exceptional customer experience is supposed to be the one thing that encourages happy customers who are loyal more than anything, right?

Customer effort 108

Customer effort Customer Care Coaching Surveys 108