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Personalizing the Customer Experience Is a Competitive Differentiator

ShepHyken

We surveyed 1,000 consumers in the U.S. One of the questions had to do with creating a personalized experience. . Of the experiences that customers listed as very important or important , a personalized experience was number eight on the list. . Let’s assume that at least two airlines meet my needs and have availability.

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SURVEYING YOUR CUSTOMERS - DON’T MAKE THESE 7 MISTAKES

CCNG

In today’s environment, surveys seem to be everywhere. We are sent a survey after nearly every transaction. The mix of transaction and relationship surveys has at times become indistinguishable to customers. Having tools to monitor the number of surveys sent to customers is important. Biased surveys are indeed useless.

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Guest Post: Customer Service Standards – Meet the Ones That Matter Most

ShepHyken

She shares why customer standards matter and how your organization can meet them. Bell In this article, we’ll discuss the customer service standards customers value the most and how to meet them. Want to stand out from the competition? Raise your customer service standards. Here’s what we’ll cover: What are customer service standards?

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When Personalization Backfires: The Pitfalls of Taking Things Personally in Business

Anexa BPO

Personalization in the CX sector helps meet customer expectations. However, personalization can backfire when customers feel you’ve overstepped boundaries or your operations are negatively impacted. While demand for personalization is increasing, where consumers expect personalization is changing.

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

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

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Wow, What a Year! What is Our Personal and Business Learning for The Year

Beyond Philosophy

Things have changed since then, but one thing that hasn’t is that people want exceptional experiences that meet (or exceed) their expectations—and organizations need to deliver them. In this episode, we explore the seven things we learned professionally and personally in 2021 and what they mean for your customer strategy in 2022.

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Your Ultimate Guide to Employee Engagement Surveys

ProProfs Blog

The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. With an employee engagement survey, you can gauge the challenges faced by your employees at the earliest. What Is Employee Engagement?

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The ABM Benchmark Survey

In a recent survey with Demand Gen Report, we found 59% of experienced practitioners (those with ABM programs more than a year old) indicated their ABM programs are meeting or greatly exceeding their expectations, while only 45% of novices (those with ABM programs less than one year old) could say the same.

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

To find how contact centers are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.S. about their digital customer communication strategies. Read the report to find out what was uncovered.

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.