CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

Customer Service 174

Customer Service Surveys Personalization Consulting 174

ShepHyken

JANUARY 30, 2017

Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like.

Customer Service 206

Customer Service Airlines Customer Experience Personalization 206

ShepHyken

NOVEMBER 20, 2017

Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. Hence, unfortunately, when it comes to cost cutting or deprioritizing, customer experience initiatives are the first ones to face the brunt.

Customer Service 96

Customer Service Personalization Upselling Self service 96

ShepHyken

APRIL 10, 2017

Improving Customer Experience Through Customer Data by Daniel Newman. Forbes) By using advanced analytics, companies can make better use of their customer and user experiences, leading to higher satisfaction — and loyalty — in the long term. The cost of NOT focusing on Customer Experience by Ian Golding. (I

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

ShepHyken

FEBRUARY 27, 2017

Customer experience (CX) industry leaders understand this — and must create this value for customers as well as their employees. My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Customers want it and are expecting it.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

OCTOBER 23, 2017

Retail Customer Experience) If service was an impulse encounter, what would be its features? How do service providers convince customers to assume a “got-to-ha ve” state of mind? My Comment: Part of an amazing customer experience can be driven by technology. My Comment: Personalization is a major trend.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

OCTOBER 30, 2017

4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels. The Most Important Voice In Customer Service by Murph Krajewski. One moment. It’s the support center rep.

Customer Service 61

Customer Service Marketing Customer Experience Technology 61

ShepHyken

JANUARY 2, 2017

When AI (artificial intelligence) kicks in and delivers personalized and relevant messages to the customers – the kind they want and when they want them. Salesforce) Every year, companies must put customers first, and this year was no exception. When a customer posts a message on any social channel, the company must respond.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

OCTOBER 2, 2017

‘Woo, Wow, and Win’: Designing a Captivating Customer Experience by Knowledge@Wharton . The Wharton School) Companies carefully craft the products they sell to customers, but rarely do they give the same thoughtfulness to designing what could be the most critical part of the sales process: customer experience.

Journey mapping 211

Journey mapping Customer Service Customer centricity Chatbots 211

ShepHyken

OCTOBER 17, 2016

The ones that do reap the rewards of repeat and loyal customers. Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. Here are five tips to delivering that caffeinated customer experience in 2017. My Comment: Great article about ramping up your customer experience.

Journey mapping 327

Journey mapping Customer Service Customer Experience Feedback 327

ShepHyken

OCTOBER 16, 2017

My Comment: The companies that use AI (Artificial Intelligence) effectively have figured out an important part of the AI customer experience. Customers will accept an AI customer support alternative as long as they can quickly and conveniently (and sometimes invisibly) switch to a live person.

Customer Service 197

Customer Service Marketing Customer Experience Sales 197

ShepHyken

JUNE 12, 2017

Team level metrics The goal was to identify companies with successful support teams and see what metrics they used to assess performance and continually improve the customer experience. My Comment: This is an excellent roundup of 27 experts from many different companies talking about how they measure their customer service and support.

Customer Service 201

Customer Service Metrics B2C B2B 201

ShepHyken

AUGUST 14, 2020

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. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 258

Customer Experience Entertainment Sales Advertising 258

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. As many as 2/3 of Customer service interactions will occur without human-to-human contact.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

JULY 24, 2017

5 Fresh Examples of Customer Experience Innovation by Blake Morgan. Like Serena’s playing style, companies today must consistently make bold bets on customer experience even in uncertain times. My Comment: The customer is upset and wants to speak to a supervisor. concept in action. You know what lies ahead.

Customer Service 74

Customer Service Self service Accountability Customer Experience 74

Beyond Philosophy

SEPTEMBER 18, 2016

However, it looks bad, and looking bad, after damaging customer’s trust, is almost as bad as actually being bad. A Customer Experience has several influences. We define it as a perception of the rational, physical, emotional, subconscious and psychological interaction a customer has with an organization. Or will it?

Banking 416

Banking Construction Accountability Sales 416

ShepHyken

AUGUST 4, 2017

This week we feature an article by the Strategy Institute featuring insights on key Digital Customer Experience factors from different business leaders. A customized digital experience is your opportunity to connect with the customer as an individual. . Personalization.

Big data 189

Big data Customer Experience Personalization Technology 189

Beyond Philosophy

OCTOBER 25, 2017

Milliman and his team theorized that slow music caused people to slow down and see more items they needed in the store (like cookies, as a completely random and not at all personal example). It is one part of an overall Experience Psychology, which is a term we use to describe how the way we think affects our actions. 4 October 2017.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. CMSWire) Pitney Bowes took another step towards shaking off its postage meters legacy today with the release of new enhancements to its Communicate customer engagement technology suite. If you don’t subscribe to his blog, you should.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

Beyond Philosophy

APRIL 19, 2017

A new Kibo study called the “ Consumer Trends Report, 2017 Edition ” reveals that 76% of respondents research prices on a product they want to buy, up 10% from the year previous. These numbers would lead one to believe that price is still king in Customer Experience, but one would be wrong. Price is still important, vitally so.

Consulting 307

Consulting Consulting Personalization Customer Experience 307

ShepHyken

JANUARY 23, 2017

(CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Let’s look at three ways you can use marketing and customer experience to engage your customers. I especially love number three… that prospective customers watch how you treat current customers.

Customer Service 149

Customer Service Self service Customer retention B2B 149

ShepHyken

NOVEMBER 28, 2016

Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. That’s good news since the ability to consistently deliver an excellent customer experience is critical for companies in today’s hyper-competitive economy.

Customer Service 290

Customer Service Sales Customer Experience Personalization 290

SharpenCX

NOVEMBER 17, 2021

And, Spotify’s subscriber base has nearly doubled since 2017. And that’s why this month we’re crushing on Spotify’s customer retention strategy. Here are a few reasons we admire Spotify’s customer experience strategy. Spotify emphasizes customer onboarding. You could say Spotify is customer-obsessed.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Beyond Philosophy

AUGUST 9, 2017

But is it right for Customer Experience? On the one hand, speeding up service and eliminating mundane tasks to free employees up to do other tasks, like coaching their direct reports, seems like it would be a boon to Customer Experience. Act Now to Turn Customer Pain Points into Pleasurable Profits.

Banking 0

Banking Coaching Surveys Employee engagement 0

PeopleMetrics

JANUARY 23, 2025

When I wrote Listen or Die in 2017, I made the case that NPS is invaluable for understanding the overall health of your customer relationships, but its not enoughespecially in a transactional VoC survey. Instead, we can pinpoint exactly what needs to change to boost metrics like CSATand by extension, the entire customer experience.

Metrics 118

Metrics Surveys SaaS Wait times 118

Beyond Philosophy

APRIL 18, 2017

In every other category, from breakfast cereals to personal care items to laptops, at least two thirds of people shopped around. As a customer experience consultant, I of course have some ideas about how companies can more effectively become part of buyers’ initial consideration phase. Make it easy for people to buy from you.

Sales 310

Sales Consulting Consulting Customer emotions 310

Beyond Philosophy

MARCH 13, 2017

Since I work in the customer experience field, I’m always able to find a funny story of a customer’s terrible experience! In our Customer Experience Management Training , we use stories of truly horrendous customer experiences to get them laughing while also absorbing a key concept. Be natural.

Scripts 313

Scripts Consulting Consulting Customer Experience 313

Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. Learn about the company culture and the personalities that inhabit it. What are the things you should and shouldn’t do?

Construction 327

Construction Feedback Consulting Consulting 327

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020.

Customer Service 254

Customer Service Chatbots Customer Experience Personalization 254

ShepHyken

DECEMBER 12, 2016

They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics? Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. Surprising.

Customer Service 275

Customer Service Chatbots Contact Center Metrics 275

ShepHyken

AUGUST 17, 2021

They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving. This is a key personality trait.

virtual call center 271

virtual call center Call Center Enterprise Customer Care 271

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. We discuss this further in one of our weekly podcasts ‘Why are customers irrational?’. 13 October 2017. 5 July 2017. 4 October 2017. www.youtube.com. 26 April 2018. < www.statnews.com.

Customer centricity 498

Customer centricity Government Consulting Consulting 498

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 239

Government Technology Benchmark call center software 239

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Beyond Philosophy

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. .

Surveys 279

Surveys Enterprise Consulting Consulting 279

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. The post Guest Blog: How Does AI Marketing Help Drive Customer Engagement?

Marketing 523

Marketing Advertising Big data Personalization 523