INDUSTRY INSIGHTS YOUR PEERS ARE READING
We published this new video, which is part of Temkin Group’s efforts in making 2018 “The Year of Humanity.” ” The post Humanity: You Have A Choice (Video) appeared first on Customer Experience Matters®. MORE
Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. MORE
In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. in per-customer incremental revenue. This omnichannel CX is increasingly expected by today’s customers. MORE
If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. Everybody hates to get dropped, cutoff and to deal with choppy audio and video. MORE
This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. A cloud IVR can benefit your contact center and your customers from the second a call is placed. MORE
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). What is marketing? MORE
Video game designers are experts in flow. A great example of how flow works in video games is Tetris. Tetris is one of the most popular video games of all time, and it’s simple and addictive. Through design, video games position failure as a motivational tool. MORE
Bots and AI are a testiment to the investment and focus companies have placed on improving customer experience. Companies such as Stio and Pier 1 are actively using bots to engage with customers across multiple digital channels and the results have been more than impressive. MORE
What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Remember the last complaint you heard from a customer? What is: Customer Experience Strategy? MORE
If a picture is worth one thousand words than a video should be worth 1.8 These videos aren’t entirely produced by amateurs either. Brands quickly caught on that customers may prefer video for simple troubleshooting or product set up and release them in their FAQ sections. MORE
To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. The post Let Humanity Glow (Video) appeared first on Customer Experience Matters®. MORE
If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. MORE
This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. gives customers the experience they want. MORE
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. Blogs Customer Experience MORE
Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Use “dead air” space on calls to explain to customers what you’re doing or to make small talk. Meet needs customers don’t even express. MORE
This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. MORE
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). MORE
Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation. MORE
Those who know me well will testify to the fact that when it comes to the subject of Customer Experience, I like to talk! Whilst he is more eloquent than me, together, our ramblings on the ‘humanisation’ of Customer Experience among other things was hugely enjoyable. MORE
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us. MORE
It is important to design support solutions that align with the way your customers work and live. However, even in our wired world, human interaction still plays a critical role and you can leverage technology to give your customers the best of both worlds. Customer Experience MORE
And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning. MORE
This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. The way businesses relate to customers is evolving exponentially. MORE
I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. MORE
One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video is a great introduction to a discussion with your team. MORE
A 2014 survey published by Deloitte exposed a glaring difference in perception between businesses and customers when it comes to Customer Experience (CX). In other words, most businesses get it wrong when it comes to delivering great experience. Why Videos Are Important. MORE
As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. Experiencing your customer & employee journeys. Customer Journey Management. MORE
Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. MORE
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. Blogs Customer Experience MORE
Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video chat support. With live video chat support, face-to-face communication is established between agent and customer. MORE
There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. by JD Fairweather. MORE
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. MORE
This video explains The Six Laws of Customer Experience. Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers. MORE
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. MORE
So let’s cue the video marketing tool. For both the consumer and merchant alike, the video packs a huge punch for a small mechanism. What makes videos so attention-capturing? Words only do so much, yet videos offer the chance for consumers to see and hear about the product. MORE
While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. All of these things contribute to your overall experience. MORE
ijgolding
APRIL 23, 2019
As a customer experience (CX) specialist, I am completely committed to sharing as much knowledge as I can with others so that they may advance their personal, or organisational approach to CX. Experiencing your customer & employee journeys. Customer Journey Management.
Customer Experience Matters
AUGUST 23, 2018
This video explains The Six Laws of Customer Experience. Video Script: Just like the laws that govern physics, there are a set of fundamental truths that explain how organizations treat their customers.
ShepHyken
DECEMBER 20, 2018
Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate.
GetFeedback
JULY 24, 2018
Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human.
Taylor Reach Group
MAY 14, 2019
There was a time where video games were purchased, played and completed with no reason to interact with their creators. The enjoyment to be had was contained within a small window of experience and replay-ability reserved for the most dedicated of fans. by JD Fairweather.
|
Customers That Stick
AUGUST 11, 2016
Customer Service VideoWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.
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. Blogs Customer Experience
Aspect
SEPTEMBER 4, 2018
If a picture is worth one thousand words than a video should be worth 1.8 These videos aren’t entirely produced by amateurs either. Brands quickly caught on that customers may prefer video for simple troubleshooting or product set up and release them in their FAQ sections.
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). What is marketing?
Advertisement
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. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
|
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. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service.
Myra Golden Media
DECEMBER 9, 2019
This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers).
TechSee
JANUARY 24, 2019
Innovative ways to provide customers with immediate assistance, guidance and support lies at the heart of every customer-centric organization. Live video chat support. With live video chat support, face-to-face communication is established between agent and customer.
ShepHyken
JULY 19, 2019
This week we feature a short article and infographic from Matteo Gasparello explaining why influential brands are using the combination of artificial intelligence and data to provide customers with the experiences they want. gives customers the experience they want.
Advertisement
to meet customer expectations for digital service Social Media Voice of the. Customer. 24/7 Email CX Web Chat Mobile Video Text. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. customers to order their favorite.
Beyond Philosophy
MAY 8, 2017
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.
ShepHyken
NOVEMBER 15, 2019
This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. A cloud IVR can benefit your contact center and your customers from the second a call is placed.
ShepHyken
MARCH 1, 2019
This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. The way businesses relate to customers is evolving exponentially.
TechSee
SEPTEMBER 24, 2019
Was this evidence of a successful customer experience strategy? Delivering a consistent customer experience is imperative for companies that want to drive loyalty. Inconsistent interactions confuse customers and can damage the brand’s reputation.
Speaker: Laura Sikorski, Contact Center Consultant
Call Center Coach
OCTOBER 31, 2018
While I knew our time together would be full of sharing and insight, I especially loved the way he was able to answer the nagging question, “What’s the difference between customer service and customer experience?”. All of these things contribute to your overall experience.
Beyond Philosophy
JANUARY 2, 2019
I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening.
The Center for Client Retention
DECEMBER 4, 2018
Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals.
ijgolding
MARCH 22, 2016
Those who know me well will testify to the fact that when it comes to the subject of Customer Experience, I like to talk! Whilst he is more eloquent than me, together, our ramblings on the ‘humanisation’ of Customer Experience among other things was hugely enjoyable.
Advertisement
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. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.
TechSee
APRIL 10, 2019
In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. in per-customer incremental revenue. This omnichannel CX is increasingly expected by today’s customers.
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. Blogs Customer Experience
Quiq
NOVEMBER 21, 2019
Bots and AI are a testiment to the investment and focus companies have placed on improving customer experience. Companies such as Stio and Pier 1 are actively using bots to engage with customers across multiple digital channels and the results have been more than impressive.
Customer Experience Matters
DECEMBER 24, 2017
To get you in the mood for the holidays and to prepare for the upcoming “Year of Humanity,” we created this short, hopefully inspiring musical video… Let Humanity Glow. The post Let Humanity Glow (Video) appeared first on Customer Experience Matters®.
Myra Golden Media
SEPTEMBER 8, 2017
Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Use “dead air” space on calls to explain to customers what you’re doing or to make small talk. Meet needs customers don’t even express.
Customer Experience Matters
JULY 31, 2018
One of the most important – but often forgotten – elements of customer experience is that it’s all about human beings. Customers are human beings, employees are human beings, and executives are human beings. This video is a great introduction to a discussion with your team.
Customer Experience Matters
APRIL 7, 2018
We published this new video, which is part of Temkin Group’s efforts in making 2018 “The Year of Humanity.” ” The post Humanity: You Have A Choice (Video) appeared first on Customer Experience Matters®.
Win the Customer
MARCH 3, 2016
So let’s cue the video marketing tool. For both the consumer and merchant alike, the video packs a huge punch for a small mechanism. What makes videos so attention-capturing? Words only do so much, yet videos offer the chance for consumers to see and hear about the product.
ClearAction
DECEMBER 16, 2017
What is Customer Experience Collaboration? Collaboration like this across your entire company is what’s needed to win customer experience championships. Remember the last complaint you heard from a customer? What is: Customer Experience Strategy?
PeopleMetrics
DECEMBER 9, 2014
Video game designers are experts in flow. A great example of how flow works in video games is Tetris. Tetris is one of the most popular video games of all time, and it’s simple and addictive. Through design, video games position failure as a motivational tool.
Call Center Coach
OCTOBER 15, 2018
If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. Everybody hates to get dropped, cutoff and to deal with choppy audio and video.
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. What is customer experience? Customer experience is how your customers perceive their interactions with your company.
TechSee
MAY 21, 2019
And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. This customer’s emotions will eventually determine their brand loyalty and likelihood of churning.
CSM Magazine
MAY 16, 2018
A 2014 survey published by Deloitte exposed a glaring difference in perception between businesses and customers when it comes to Customer Experience (CX). In other words, most businesses get it wrong when it comes to delivering great experience. Why Videos Are Important.
67 
Let's personalize your content