ShepHyken

OCTOBER 14, 2020

Customer Experience 288

Customer Experience 288

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. Measure Customer Satisfaction Using Quantitative Metrics.

Customer Experience 239

Customer Experience Metrics Customer retention Analytics 239

ShepHyken

DECEMBER 4, 2020

This week we feature an article from Liliana Petrova , founder of The Petrova Experience. She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. Wrong Customer Experience.

Customer Experience 243

Customer Experience Airlines Technology Surveys 243

ShepHyken

AUGUST 21, 2020

He shares 5 habits of companies that went through dramatic transformation and still managed to improve the customer experience. 5 Habits of Companies that Improve Customer Experience Through Change. Prioritize human needs (customers, partners and employees).

Customer Experience 513

Customer Experience Government Feedback Management 513

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When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

Quality management

ShepHyken

NOVEMBER 27, 2020

She provides multiple strategies to improve the customer experience in order to gain and retain repeat customers. It’s been said that customer service is dead. But, that does not mean that you cannot improve your customers’ experiences with your business.

Customer Experience 255

Customer Experience Feedback Wait times Surveys 255

Steve DiGioia

JANUARY 18, 2021

And how does this affect the customer experience? The McDonald’s Hot Coffee Case and the Customer Experience. “In McDonald’s admitted it did not warn customers of the nature and extent of this risk and could offer no explanation as to why it did not.”.

Customer Experience 170

Customer Experience Engineering Best practices Personalization 170

ShepHyken

OCTOBER 16, 2020

He shares some digital marketing strategies that can help to create a more meaningful customer experience. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out. Send Customer Satisfaction Surveys.

Marketing 210

Marketing Customer Experience Surveys Sales 210

CX Global Media

DECEMBER 22, 2020

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions.

Customer Experience 170

Customer Experience Surveys 170

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media.

Customer Experience 156

Customer Experience Surveys Contact Center 156

Speaker: Esther Kieft, Delivery Manager (Group Technology) at Domino's Pizza Enterprises

It is well known that empathy is a key ingredient in creating lovable products, yet not all products offer the best customer experience. From meeting stringent deadlines to insufficient resources being available to carry out customer research, there is a range of reasons why customer empathy could be missing in product development. Join Esther Kieft, as she breaks down using empathy at a distance to evaluate the problems that customers are experiencing during this global health crisis.

Customer Experience

ShepHyken

OCTOBER 16, 2020

He shares some digital marketing strategies that can help to create a more meaningful customer experience. The problem is that most of them don’t focus on the customer experience , which is a vital element to stand out. Send Customer Satisfaction Surveys.

Marketing 177

Marketing Customer Experience Surveys Sales 177

ShepHyken

FEBRUARY 26, 2020

Want to engage and connect with your customers more effectively? I had a chance to interview Matt for my Be Amazing or Go Home TV show, and he shared specific insights on how to improve the customer experience. Personalization is a hot topic, and “on-demand” is about giving the customer what they want when they want it. If you’ve been following my work, then you know I’m a huge fan of the frictionless experience.

Customer Experience 183

Customer Experience Transportation Personalization Accountability 183

Contact Center Pipeline

OCTOBER 22, 2019

Consider this scenario: “Lisa” has landed a new role leading a customer experience (CX) program. As a first-time CX practitioner, Lisa decides that her first order of business should be to identify the quick wins, so she begins to tackle customer problems already well known within the organization. Customer Experience call center CCO chief customer officer contact center corporate governance customer experience strategy CX accountability CX governance operating model

Customer Experience 135

Customer Experience Government Chief Customer Officer Accountability 135

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. If we were to inquire as to the last time you had an exceptional experience as a customer it wouldn’t likely take you long to describe the lasting impression made upon you by a brand and how pleased you were with the outcome. What is the customer experience? Use customer feedback constructively.

Customer Experience 232

Customer Experience Construction Feedback Personalization 232

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Reliable communications are mission critical in today’s business environment. Customers are increasingly selective, and companies compete on the customer experience. Incorporating integrated communications as a key component is driving high returns.

Customer Experience

Contact Center Pipeline

OCTOBER 9, 2019

But what is the customer experience really? Considering the fact that we are bombarded by customer experience rhetoric, one might imagine that there is tremendous clarity around exactly what it is. Customer Experience brand vision call center contact center customer experience strategy employee experience mission alignment mission reinforcement personalized service

Customer Experience 162

Customer Experience Marketing Personalization Contact Center 162

CX Global Media

DECEMBER 14, 2020

Great Customer Service Vision begins with defining what your customers need. The post How Customer Service Vision Affects Great Customer Experience appeared first on CX Global Media. What problems are they facing and how are you addressing them?

Customer Experience 156

Customer Experience Customer Service Contact Center 156

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. This week we feature an article from Joseph A.

Customer Experience 170

Customer Experience Consulting Consulting Technology 170

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. It’s not just about interaction with sales or customer service.

Customer Experience 212

Customer Experience Entertainment Sales Healthcare 212

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Customer Experience

ClearAction

AUGUST 19, 2020

Customer Experience Indexes: Modern Thinking Lynn Hunsaker. Why are customer experience indexes powerful? An index is like an executive summary of your voice of the customer research. Each index conveys value as seen by your company or by your customers.

Customer Experience 118

Customer Experience Metrics Customer centricity Sales 118

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. You call the customer service number printed clearly on the DVD cover, and your IVR-directed call is picked up by Tier 1 support in less than two minutes. Customer effort matters.

Customer Experience 166

Customer Experience Wireless Customer effort Self service 166

ShepHyken

OCTOBER 9, 2020

She writes about changes in the customer experience for grocery shoppers during the COVID-19 pandemic. And how can grocery retailers craft a customer experience that fits the new normal? What does that mean for the customers?

Customer Experience 237

Customer Experience Advertising Customer centricity Sales 237

ShepHyken

NOVEMBER 13, 2020

He writes about what specifically makes feedback effective in helping you improve your customer service. So, before we delve into the main topic, first let’s have a look at what makes feedback effective and how it ties into a solid customer experience strategy.

Feedback 206

Feedback Customer Experience Construction Surveys 206

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One of the top trends driving a new communication experience is how companies are competing on the customer experience. Organizations that combine contact center and business communications see 3x higher customer satisfaction and 2.4x revenue growth.

Contact Center

SmartKarrot

AUGUST 17, 2020

What is customer experience (CX)? In short, the customer experience encompasses every interaction a brand has with its customers. Delivering a great customer experience paves the way for business success. What is customer experience exactly?

Customer Experience 75

Customer Experience Advertising Multichannel Surveys 75

NICE inContact

JANUARY 18, 2021

Customer ExperienceAs anyone knows who’s ever filed an insurance claim or been hurt in an accident or at work, it can be a long and frustrating process, with a lot steps and back-and-forth. Or it used to be.

B2B 62

B2B Technology Customer Experience 62

Beyond Philosophy

NOVEMBER 4, 2018

Convenience has a significant influence on the outcome of your Customer Experience. It is crucial you ensure you are making it as easy as possible for your customers to do business with you. Your Customers Like Their Version of Convenience, Too. Having a convenient experience is critical, and it is complicated, too. People have different ideas of what makes something convenient in a Customer Experience. Convenience is defined by your customer.

Customer Experience 320

Customer Experience Transportation Entertainment Banking 320

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more.

Chatbots 230

Chatbots Customer Experience Personalization Cloud contact 230

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Learn 5 actions your organization can take right now to improve the customer experience

Customer Experience

Beyond Philosophy

JULY 30, 2015

Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely what you intend. So while it might seem I am picking on them, the truth is I just have a lot of experience dealing with hotels and the “little things” that make an experience what it is there.

Customer Experience 315

Customer Experience Airlines Morale Management 315

ShepHyken

MARCH 22, 2019

who argues that digital transformation is bringing customer experience to an entirely different level. Communities were smaller, shopping was local, and technology wasn’t there to either help or confuse the customer. However, I would argue that digital transformation is bringing customer experience to an entirely different level. All this progress requires businesses to provide an “always on, always available” customer experience.

Customer Experience 217

Customer Experience Banking Consulting Consulting 217

ShepHyken

AUGUST 28, 2020

From sanitizing stores daily to limiting the number of consumers at a moment and creating visual markers to ensure social distancing, retailers are taking all necessary measures to ensure the safety of their staff and customers against the virus. Improved Customer Loyalty.

Customer Experience 194

Customer Experience Government Sales Marketing 194

ShepHyken

NOVEMBER 16, 2016

Marketing is the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Both are part of the customer experience (CX). So, which customer experience would you rather create? If it was good, it might prompt a customer to pick up the phone or email an inquiry. Customers can post comments and interact. What is marketing?

Marketing 263

Marketing Customer Experience Advertising Customer Service 263

Speaker: Carrie Melissa Jones, Erica Kuhl and Holly Firestone

While organizations have been using communities for many years, it is only in the last few that executives have started to see the value that a community can offer. But now, in 2021, many executives have finally started to view community structures as a new governance model for the entire organization rather than a stand-alone initiative. Join us on January 27 at 12 PM ET for a webinar exploring Chapter 2 of our 2021 Community Predictions eBook.

Government

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 68

Customer Experience Journey mapping Customer centricity Best practices 68

Topdown

DECEMBER 7, 2020

Correspondence INFORM Customer Experience Customer CommunicationsHuman communication has been a vital aspect of society since the beginning of time.

Customer Experience 62

Customer Experience Personalization 62

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them. [Originally published in Forbes.com.

Customer Experience 224

Customer Experience Customer Service Consulting Consulting 224

Beyond Philosophy

DECEMBER 31, 2019

With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . Customer Experience has matured. In 2002, when I started Beyond Philosophy, Customer Experience was an area that was only forming. Customer Experience was not showing the expected returns.

Customer Experience 246

Customer Experience Consulting Consulting Chatbots 246

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Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones

Customer Experience