ShepHyken

MARCH 25, 2024

Brands Want Your Loyalty—and Will Offer More Than Points to Get It by Lauren Giella (Newsweek) Loyalty programs offer customers rewards, discounts or other perks when buying from or using the products or services of a certain brand. Many personalize the offerings and incentives to the individual customer.

Customer Service 190

Customer Service Call Center Chatbots Call center experience 190

CCNG

JUNE 14, 2023

This connection often goes beyond the surface level of satisfaction with a product or service, extending into the deeper emotional needs and desires that customers experience when interacting with a brand. Personalizing Customer Interactions One-size-fits-all approaches seldom create strong emotional connections.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

ShepHyken

JULY 7, 2021

It is one of the most common questions I’m asked in interviews: What’s the difference between customer service and customer experience (also known as CX)? It offered games and puzzles on its website. Many years ago, that’s all it was. The prize for winning the game or solving the puzzle was in the form of discounts.

Customer Experience 376

Customer Experience Customer Service Gamification Chatbots 376

ShepHyken

FEBRUARY 8, 2022

An Evolutionary Moment for CX. According to Forrester’s 2022 predictions, consumers will lean on brands that offer a sense of relief and immediate comfort. In 2022, consumers will turn to uplifting, pleasing products and experiences that offer a reprieve from the ongoing uncertainty. DO customer surveys still work?

Healthcare 212

Healthcare Feedback Surveys Customer Experience 212

ShepHyken

JULY 12, 2021

The Observer) Now, in order to submit an application to Fordham, all students are required to take Customer Service Competency, a course soon to be offered in most high schools. Why would customers stay loyal to brands that are slow or can’t offer help? Pun intended!) This article suggests three “projects” to consider.

Customer Service 312

Customer Service Entertainment Coaching Self service 312

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. In this post, we will provide some core concepts you will need to understand the Conversational AI landscape better and, ideally, find the right Conversational AI for CX partner for your particular needs.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

CX Accelerator

JANUARY 11, 2021

The all-too-sudden and tragic passing of former Zappos CEO, Tony Hsieh has sent a ripple through the business world, and the customer experience (CX) community is no exception. But the truth is that, even though Zappos became a go-to name when talking about CX, it was and is for very good reason. Igniting a passion for CX.

Customer centricity 266

Customer centricity Banking Education Contact Center 266

ShepHyken

DECEMBER 17, 2023

Loyalty beyond Points: Boost Customer Lifetime Value with a CX-First Approach by Leanne Franks (InternetRetailing) Nearly every British retailer offers a loyalty programme. Customers accumulate points for every pound they spend to earn discounts on future products and services. And it’s not just the CEO saying, “Let’s do it!”

Customer Service 146

Customer Service Customer centricity Customer Experience Feedback 146

ShepHyken

JANUARY 25, 2021

Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging. It might be that bottle or package that requires a hack saw and a blow torch to open, or it might be that service that offers way too many steps to reach your desired outcome. The title says it all.

Customer Service 387

Customer Service Customer Experience Marketing Management 387

ShepHyken

JUNE 6, 2023

I think we can all agree, free shipping is not free. And when consumers pay a fee to do business with a company, they typically want to take advantage of the perks the company offers. But I must emphasize that this is truly a free offering even if you never buy. And as businesses, we must be cautious about what we promise.

Advertising 212

Advertising Customer Service Customer Experience Sales 212

Lumoa

FEBRUARY 14, 2024

It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

ShepHyken

DECEMBER 3, 2023

How to Avoid Your Cx Initiatives from Being Another Flavor of the Month by Nicole Paul (John DiJulius) You’ve spent months executing a new initiative to help streamline things for your team. Knowing who your customers are (as in your target audience) and creating a value proposition that you honor leads to a better CX.

Customer Service 146

Customer Service Personalization Surveys Chatbots 146

ShepHyken

FEBRUARY 12, 2024

Our customer service and CX research confirm this. Why Hyper Personalization Should Be Part of Your Marketing Strategy by Erwin Busselot (Label & Narrow Web) Consumers today are increasingly engaging with brands that deliver tailored services, offers and communications. Here’s a great list.

Customer Service 163

Customer Service Self service Personalization Marketing 163

ShepHyken

OCTOBER 29, 2023

Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. Here’s a closer look at five brands that are leading the charge in offering experiences, rather than monetary benefits, to their loyal customers. This post is all about how to keep customers coming back.

Customer Service 159

Customer Service Marketing Customer retention Customer Experience 159

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Global Response

MARCH 13, 2024

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. That’s where CX outsourcing comes in. That’s where CX outsourcing comes in. 74% of consumers admit they will buy a product based on experience alone.

outsourcing 62

outsourcing Best practices Feedback Customer retention 62

Hodusoft

MARCH 15, 2024

Don't Settle for Less: Join our Webinar and Boost Your Revenue Game with Omnichannel CX Suite Magic! In today’s competitive business landscape, customer experience (CX) is no longer a “nice to have” – it’s a must-have. As per a report , brands that offer excellent customer service make 5.7

Advertising 52

Advertising Wait times CRM Personalization 52

Global Response

MARCH 25, 2024

It covers all channels (email, chat, online, in-person) and includes both positive and negative customer experiences. And it all starts with the customer journey map. Step #2: List all customer touchpoints and interactions Write out all possible touchpoints across all possible channels. Let’s take a closer look.

Journey mapping 62

Journey mapping Banking Analytics Sales 62

Lumoa

JANUARY 8, 2024

’ It’s a common goal, after all. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Whether it’s a tweet, a customer email, or a product review, text analysis software digs in, using Natural Language Processing (NLP) to identify key phrases and customer sentiments.

Feedback 157

Feedback Analytics Multichannel Surveys 157

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. What’s the warranty?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! CX professionals know they can share it as constructive feedback (if you’re lucky) or harsh criticism (if you aren’t).

Analytics 83

Analytics Feedback Metrics Surveys 83

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

Lumoa

MARCH 21, 2023

Whether you’re planning new CX strategies , want to become more customer-centric , or just want to learn more about customer experience , these customer experience books will help you do that. All of this is backed by statistics, based both on my own research and on statistics sourced from reputable third parties.

Customer Experience 94

Customer Experience Chief Customer Officer Customer centricity Management 94

The Northridge Group

JULY 20, 2023

A driving force behind business leaders’ push to return to the office is concerns that working from home has negatively impacted employee productivity, as staff members have little oversight and too much independence. But is this really producing more productivity? Seeing is Believing, Or Not?

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

Lumoa

MAY 5, 2022

Customer Experience (CX) is far more than traditional customer service and marketing. The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience?

Customer Experience 110

Customer Experience Consulting Consulting B2C 110

Global Response

FEBRUARY 26, 2024

In today’s world, customers expect not only excellent products but also excellent service. We all know it when we see and experience it. High-quality customer service is when a company provides timely, attentive, efficient, and empathetic support to customers across all touchpoints.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Fonolo

DECEMBER 8, 2023

Today’s trends are tech-driven Today’s top customer service story is all about technology. We live in an era of big data, AI, and automation, and the trends that matter in CX this year begin with the abilities – and pain points – ushered in by this technology. Our 2024 trends document covers it all.

Contact Center 81

Contact Center Big data Chatbots Scripts 81

3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization. Now, let’s see how this integration enhances the ServiceNow platform!

Management 64

Management Call Logging CRM Call flow 64

DMG Consulting

JANUARY 1, 2024

The Report explores how workforce engagement management (WEM) suites are transforming into next-gen platforms that support the increasingly complex and varied requirements of contact centers and all other customer-facing departments that leverage them to improve the customer experience (CX), employee experience (EX), and productivity.

Consulting 59

Consulting Consulting Enterprise Marketing 59

Lumoa

SEPTEMBER 30, 2022

It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. . That said, there are a huge number of factors that influence the customer experience or CX of your financial institutions.

Banking 94

Banking Customer Experience Big data Chatbots 94

Zappix

DECEMBER 19, 2023

Modern enterprises know a new CX solution is needed to bridge the gap between customer expectations and current CX. We are at athe advent of complete digital transformation in all industries. It is no longer a product-driven economy, but an experience-driven one. The modern customer prefers everything at their fingertips.

Customer Experience 52

Customer Experience Interactive Voice Response Enterprise Customer Service 52

Talkdesk

DECEMBER 10, 2020

We talked to almost 900 consumers and hundreds of customer experience (CX) professionals to understand the changing landscape of CX in financial services and insurance. We heard the same thing over and over: the expectations for CX have skyrocketed. . We’re calling it the CX revolution in financial services and insurance. .

Contact Center 135

Contact Center Upselling Cloud contact Analytics 135

Lumoa

MARCH 8, 2023

In today’s competitive telecommunications industry, customer experience (CX) has become a crucial factor in retaining customers and driving business growth. With an increasing number of options for consumers, telcos must prioritize CX to stay ahead of their competitors. Here are the key takeaways from the webinar.

Customer centricity 83

Customer centricity Feedback Telecommunications Customer Support 83

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). With economic uncertainty ahead, some organizations are asking employees to make do with fewer resources, while others are increasing CX investment. The organizations that can’t hold onto their best people are seeing it negatively impact the CX.

Customer Experience 120

Customer Experience Chatbots Government Technology 120

Spearline

SEPTEMBER 16, 2022

Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in. Let’s build a picture of what this environment will look like by first discussing some CX issues that frustrate rather than delight our customers. So that’s one CX headache taken care of. Train you agents well.

Contact Center 98

Contact Center Customer Experience Interactive Voice Response Personalization 98

Comm100

MARCH 6, 2024

The advent of live chat has revolutionized the customer experience, the agent experience, and overall productivity. CX A live chat advantage that is often overlooked is the ability to provide a personalized customer service experience. It also provides an opportunity for upselling and cross-selling products or services.

Abandon rate 90

Abandon rate Chatbots Upselling Sales 90