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.

Joined up Voice of Customer and Staff Studies

Peter Lavers

In my many years as a practitioner and consultant in the field of Customer Management I’ve often wondered why business treats its Voice of Customer (VoC) and Voice of Employee (VoE) studies as completely different and dissociated exercises.

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Case Study | Efficient back office processes drive improved customer experience

Merchants

The post Case Study | Efficient back office processes drive improved customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA. Customer Stories

Transforming the Retail Customer Experience

Concentrix

Discover how a comprehensive digital-first makeover enabled a leading global retailer to connect more effectively with its customers, while reducing costs. The post Transforming the Retail Customer Experience appeared first on Concentrix. Case Studies Resources Case Study

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

New Study Reveals Reliance on Too Few. Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. the customer base.

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.

InformaTech

Enhancing the Customer Experience With Conversational AI

Concentrix

Learn how a leading satellite and Internet provider is using conversational artificial intelligence (AI) to provide award-winning service to its customers. The post Enhancing the Customer Experience With Conversational AI appeared first on Concentrix.

UJET Wag! Customer Experience Case Study

CSM Magazine

With Walkers and Sitters coming to owners’ homes, dogs experience less stress from new environments and experiences. Customers can quickly schedule and coordinate all of these services inside the Wag! to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device. offers the entire customer experience through its mobile app. This customer-first mentality extended to Wag!’s

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Guest Blog: The Rise of Chatbots in Customer Experience

ShepHyken

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.

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. customers.

InformaTech

Case Study: Enhance Your CX With This Technology

Beyond Philosophy

It follows on the heels of Disney’s MagicBand and a similar device on Royal Caribbean cruises, but it goes even farther in predicting and responding to customer needs and desires. It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. But customers are not rational! They mostly make irrational decisions based on emotions and past experiences.

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately.

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

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.

Case Studies for Cost Reduction with Customer Experience

Centriam Customer Experience Lab

We have published the Centriam CX Money Map , which details 12 drivers that make the financial case for a customer experience program. In our last post , my colleague Joe focused on customer enrichment. This week, I will delve into the two drivers involved with reducing costs in contact centers and marketing while maintaining, and potentially improving, customer experience.

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. Include in your modeling other non-phone based forms of customer interaction, such as chat and email. customer service and service level goals, while minimizing. a seamless, expedient experience that keeps them coming.

Guest Post: How to Walk the Customer Experience Tightrope

ShepHyken

He explains the importance of finding the right balance when providing the customer experience. Similarly, those individuals in charge of their business’ customer experiences (CX) could learn a lot from a tightrope walker. The same way noise can disrupt a tightrope walker, businesses must strike the right balance in communicating with their customers. Too much noise can alienate a customer for good, while too little can leave them feeling undervalued.

Case Study: Increase Your Sales by 47% by Doing This…

Beyond Philosophy

We have written a great deal about this in my new eBook Unlocking the Hidden Customer Experience. According to an article on Adweek last summer, it is gaining favor but still most marketers are appealing to the rational side of their Customers. It’s a phrase derived from the famous Milgram study from the 1960s where participants were encouraged to administer fatal shocks to another participant at the urging of an experiment proctor in a white lab coat.

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Customer Experience is Still a Mystery

The Petrova Experience

What customer experience is, and how well brands think they are executing customer experience, and how well they are actually doing it are often at odds. According to Bain, 80% of CEOs believe they deliver superior customer experience while, 8% of their customers agree.

Who Wins – Brand Or Customer Experience?

Beyond Philosophy

Back in 2011, Boston College performed an interesting study involving everyone’s favorite energy drink, Red Bull, and the behavior it evoked in study participants. In brief, the study asked a number of participants to “drive” a car in a video game and they measured several factors, including speed, power, aggressive behavior and risk-taking. Red Bull is far from being the only brand that manages its Customer Experiences from an emotional viewpoint.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite. experience that helps customers. scrambling to offer new customer. strongest omnichannel customer. their customers, compared to 33. to customers.

Guest Post: Combine Customer Service and Customer Experience to Grow Your Business

ShepHyken

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience.

The Future of Customer Experience Begins Now

Cisco - Contact Center

The WebexOne series highlights a wave of Webex innovation to drive experiences that are 10x better than in-person interactions, help organizations collaborate seamlessly, and transform their employees and customer experiences to power an inclusive future for all.

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Report: Net Promoter Score Benchmark Study, 2018

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

How to Use Case Studies for Better Customer Experience

Win the Customer

Customer testimonials are an effective marketing technique, and they generate ample selling power. But why are they so effective as customer experience enhancers? Testimonials and real life case studies from real customers build trust. Communication Customer Experience Customer ServiceThese proofs of product and service are unbiased and, most of all, they are not salesy because they are written by real […].

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.

Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry

Merchants

Telecommunications providers enable our connected world and their customers have high expectations. In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point. The post Case Study | Say ‘Hello’ to positive customer experiences in the telecommunications industry appeared first on Business Process Outsourcing Services | Merchants. Case Studie

Case Study | Raising your retail customer experience through people, insight and technology

Merchants

While sales powers the retail industry, competitive advantage is driven through customer loyalty. That means retailers have to work even harder to show their customers they value their loyalty and time. The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants. Case Studies

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. The post Emotional Branding Case Studies to Emulate Great Customer Experience appeared first on Win the Customer! Branding Customer Experience Marketing

Case Study | Providing excellent end-to-end customer experiences for the financial services industry

Merchants

When it comes to giving customers a reason to stay loyal,financial service companies are feeling the pinch. Ever-evolving digital demands mean customers want easy access across multiple touch points, and personalisation has become a top priority in providing a service they can trust. The post Case Study | Providing excellent end-to-end customer experiences for the financial services industry appeared first on Business Process Outsourcing Services | Merchants.

Are We Building Relationships That Will Last a Lifetime?

Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting

Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. Customer Satisfaction results in a higher share price.

Top Customer Experience Trends for 2021

SmartKarrot

Customer experience is a determining factor to stick out from the competition. The COVID-19 pandemic forced companies to cater to customer experience in a whole new aspect. Customer experience has become a top priority for businesses and more so in 2021.

2021 Customer Experience Trends and Tactics

The Petrova Experience

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. Customer Experience is more important than ever to consumers.

Guest Blog: Which Road Is Your Customer Experience On?

ShepHyken

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Take a recent experience of my own involving British Gas, whereupon being let down on a maintenance agreement and requesting to lodge a complaint, I entered into their process to be told the complaints team would get back to me within 8, yes 8 weeks!

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact. customers.

The 10 Biggest Myths of Customer Experience (CX) – Busted!

SmartKarrot

Customer experience is gaining traction as the new battlefield. Customers who come back for a pleasant experience are loyalists who are important to any company. The economy we live in is experience dominates. However, only 8 percent of customers agree to that.

Why Customer Experience is Important to Marketing

Satrix Solutions

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty.

Friction in the Customer Experience

Taylor Reach Group

Are You Listening to the Canaries in Your Customer Experience Coal Mine? The call center or customer service department has long been call the ‘canary in the coalmine’ for its ability to provide early identification and diagnosis of problems and issues impacting the satisfaction of customers. We know intuitively that in the world of the customer experience all things are connected. Friction Produces Heat and Makes Customers Hot Under the Collar.

How Customer Experience Is an Organization-wide Strategy

SmartKarrot

After writing on Customer Experience for different business functions, we realized a need to discuss Customer Experience as a holistic strategy that applies to the whole organization at large. Why is Customer Experience the need of the hour?

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact