Ritualizing the Customer Experience

ShepHyken

What Are Customer Touchpoints?

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Identify customer touchpoints, map out a complete customer journey, and optimize the customer experience. Guides

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Guest Post: How to Build Your Customer Experience Roadmap

ShepHyken

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.

Guest Post: How to Enhance Customer Experience Through Change

ShepHyken

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).

5 lessons from "Would You Do That To Your Mother" by Jeanne Bliss to Drive Culture

Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA

In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation. Do you establish customer and company partnerships, where both sides win?

Guest Blog: How To Improve the Customer Experience Starting Today

ShepHyken

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 customersexperiences with your business.

Guest Post: How to Effectively Monitor Customer Experience

ShepHyken

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.

Understanding and driving omnichannel customer experience

Callminer

Deepening the connection between your customers and your brand should be your top priority when implementing an omnichannel customer experience strategy.

Unique Customer Experience: How to be Different In Customer Experience

CX Global Media

Customer experience innovation is a constant evolution. The post Unique Customer Experience: How to be Different In Customer Experience appeared first on Customer Experience Strategy and Tactics.

Customer Experience Indexes: Modern Thinking

ClearAction

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.

Prototyping Customer Experiences with Stories

CX Global Media

Prototyping Customer Experiences with Stories – CX Quick Tips on CX Global Media TV with Mike Wittenstein Prototyping Customer Experiences with Stories in 10-minutes or. CX Strategy Editor's Picks Customer Experience Strategy Customer Story CX Quick Tips Mike Wittenstein

Hybrid CX (Pt 2): Including The Human Element As You Go Digital

Speaker: Colin Shaw, Founder & CEO, Beyond Philosophy

The trend in customer experience is taking a turn towards digital, but charging headlong down this path could potentially be a mistake. In this webinar, Colin Shaw will explain to you how the human side of a customer's experience can drive significant value, and how you can fit that human element into your new digital experience. Tune in to ensure that you digitize the parts of the experience that can be digitized - and to identify the parts that need a human touch!

How to Transform the Customer Experience

ShepHyken

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. When a customer wants something, they often want it right now.

McDonald’s Hot Coffee Case and the Customer Experience

Steve DiGioia

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.”.

The Personality Of Customer Experience

CX Accelerator

When it comes to Customer Experience (CX) work, it takes a very special type of person to be successful. a global community of Customer Experience professionals, where do we tend to excel, and where do we have critical gaps? The bottom line is that Customer Experience Management as a practice is struggling to demonstrate ROI. There is no doubt that Customer Experience work requires charismatic social skills to be successful.

Is Customer Experience Really The New Marketing? Join The debate!

Beyond Philosophy

After meeting a fellow Customer Experience proponent on a new social media platform called Clubhouse, we invited author and speaker Stacy Sherman to debate. The topic: Is Customer Experience the new marketing, or is it an entity on its own? Customer Experience Podcasts

Ultimate Customer Experience: What’s Missing From You Delivering The Best Customer Experience?

CX Global Media

The only way to guarantee customer satisfaction and retention is by giving the ultimate customer experience. It is the kind of experience that drives the. The post Ultimate Customer Experience: What’s Missing From You Delivering The Best Customer Experience?

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience. The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty.

Guest Post: Customer Experience – Can It Work With Email Marketing?

ShepHyken

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.

Guest Post: 5 Inevitable Tips That Can Ensure a Superb Customer Experience

ShepHyken

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.

5 Rules for Building a Successful Customer Experience Team

Beyond Philosophy

I have used it to help organizations that hire us to improve their Customer Experiences to build their teams. In other words, we have a strategy for creating successful Customer Experience teams that we know works. Key Ideas to Improve your Customer Experience.

Guest Post: 5 Tips to Improve a Bad Customer Experience

ShepHyken

He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business.

Personalized Customer Experience with All-In-One Voice, Video, Chat, Contact Center

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.

What’s Missing from Your Customer Experience?

Working Solutions

Customer Experience (CX) is any type of interaction between customers and a business. That encompasses any touchpoint along the way, be it a customer service interaction, a website visit or social media post – and everything in between. Customer Experience

Guest Blog: Ways to Improve Your Customer Experience Online

ShepHyken

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 Expectations: 5 Ways To Surpass Your Customer Experience Expectations

CX Global Media

Customer experience revolves around customer expectations and exceeding them at least by a little bit. You do that incrementally, thus improving a customer experience over. CX Strategy People customer experience expectations Roy Atikinson

2020 Customer Experience: 20 Wishes

ClearAction

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Customer experience is defined by customers.

Linking & Networking for a Better Agent Experience

Speaker: Jeremy Watkin, Director of Customer Experience at FCR

In this webinar, Jeremy Watkin aims to refocus our energies on improving the agent experience and talks about how artificial intelligence and better integration between the variety of tools in your support tech stack can help.

Guest Post: Customer Experience – Can It Work With Email Marketing?

ShepHyken

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.

Customer Experience: 5 Startling Predictions for 2020

Beyond Philosophy

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. .

Lessons from the Pandemic to Improve Your Customer Experience Now

Bill Quiseng

When first confronted with this pandemic we moved quickly to identify the high risks for our employees and our customers and then worked to define the action steps required to minimize those risks. As a direct result of the pandemic, customer expectations have changed dramatically.

Enhancing customer experience: How Equity, Diversity And Inclusion Enhances CX

CX Global Media

The post Enhancing customer experience: How Equity, Diversity And Inclusion Enhances CX appeared first on Customer Experience Strategy and Tactics. CX Strategy People enhance customer experience enhancing customer experience improve customer experience

Fireside Chat: Lessons from "The Convenience Revolution"

Speaker: Shep Hyken, Bestselling Author & Customer Experience Expert

A revolution in customer convenience is currently underway, disrupting old business models and driving rapid innovations. Customers now have raised expectations, and this trend will be accelerating in the future.

How to provide an effortless customer experience

TechSee

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 Strategy Updates for 2021

CX Global Media

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.

Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Reality: Customer Service generally feels like sales. .

Guest Post: Post COVID-19 Retail–How Contactless Payments Will Impact Customer Experience in the Future

ShepHyken

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.

How to Fearlessly Empower Your Contact Center Agents

Speaker: Jeff Toister, Employee Training Expert, Bestselling Author, Speaker

An ICMI study revealed that 86 percent of contact centers don't fully empower their agents to deliver an outstanding customer experience. Contact center leaders worry about agents giving away too much or serving customers inconsistently.

The One Thing to Improve Your Customer Experience in 2021

Beyond Philosophy

Many organizations want a silver-bullet solution for Customer Experience , one quick thing they can do that will fix everything. However, there isn’t one for Customer Experience. It takes constant attention and small, deliberate changes to improve Customer Experience.

How to Make Your Customer Experience Convenient

Beyond Philosophy

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.

Empathy and the Customer Experience

The Northridge Group

Are your customer service agents offering empathy during the Global Health Crisis? This can make all the difference when trying to connect with a customer, especially during a global health crisis or any other difficult situation.

5 Ways to Improve the Customer Experience

Working Solutions

The customer experience (CX) is the perceptions your customers have of your brand. They are based on their one-off and cumulative interactions and experiences with your company throughout the buying process.

How to Make the Transition to Customer Service Outsourcing

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

You’re feeling the pressure of keeping your employees engaged and improving your customer experience, but you’re not sure if you’re ready or even know how to make a smooth transition to a contact center. Randy Clapp, Chief Revenue Officer of Advantage Communications, will lead you through an outsourcing Self-Assessment you can apply to your business in this insightful webinar developed to provide you with the building blocks to take your customer service experience to the next level.