ShepHyken
NOVEMBER 29, 2019
This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. People will forget what you said, people will forget what you did, but people will never forget how you made them feel. Customer experience has not been left behind.
Working Solutions
MAY 21, 2019
Once just an afterthought for many businesses, delivering a great customer experience (CX) has become a primary goal. And with good reason: Research from Bain & Company shows a superior CX can drive revenue growth at a rate 4-8% higher than the industry average.
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Nicereply
JANUARY 17, 2024
By effectively resolving complaints with excellent customer service, you retain existing customers and increase customer satisfaction , enhancing the likelihood of future sales from these loyal patrons. Beyond retaining customers, resolving complaints plays a significant role in business growth.
Connecting the Dots
APRIL 16, 2021
Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.
ShepHyken
JANUARY 3, 2023
Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. Handling complaints is a mindset. They don’t have to feel defensive or argue with customers.
Beyond Philosophy
AUGUST 3, 2016
However, when you are designing a Customer Experience, customer pain points are invaluable—especially when your competition has the same ones. Pain points refer to those moments in an experience with an organization that hassle, frustrate, disappoint, or perplex you. So how do you find these pain points?
Up Your Service
JANUARY 28, 2020
Setting service standards is an approach commonly used to create consistent levels of service performance and enhance customer experience. Performance and process standards can be useful for compliance and short-term training, but they do not generate the understanding or appetite for long-term improvements in customer experience.
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