ShepHyken

NOVEMBER 27, 2017

Some of you may think these are common sense, but then think about how often you don’t experience these when you’re a customer. CIOs need to focus on customer experience now by Zavalaeus Kerr. 6 Key Statements to Propel Your Customer Experience Program by Bill Price. Follow on Twitter: @Hyken.

Customer Service 192

Customer Service Surveys Customer Experience 192

ShepHyken

MAY 8, 2017

10 Content Marketing and Customer Experience All-Stars by James A. CIO) From the recent Adobe digital marketing conference, here are 10 examples of brands (and in one case, an Australian entrepreneur) that are killing it with their content marketing and/or customer experiences. Great examples that we can all learn from.

Customer Service 204

Customer Service Airlines B2B Marketing 204

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

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 254

Customer Experience Entertainment Sales Advertising 254

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. Example: A hotel chain uses AI to evaluate detractor feedback from post-stay surveys.

Metrics 118

Metrics Surveys SaaS Wait times 118

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. That means that your Customer Experience can benefit a lot from finding ways to appeal to the emotions of the largest of the generational groups: So, what do Millennials value?

Consulting 326

Consulting Consulting Sales Surveys 326

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. I have just read a great new book called Value-ology Palgrave McMillan, 2017.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

JANUARY 31, 2018

Companies are fond of saying that employees are their most powerful resource, and in many ways – especially their influence on customer loyalty – that’s been well proven. Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior.

Surveys 170

Surveys Enterprise Consulting Consulting 170

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. Also, the survey showed that nearly 20% of U.S. households, around 24.5

Banking 0

Banking Coaching Surveys Employee engagement 0

ShepHyken

NOVEMBER 21, 2016

In a perfect world, if you did you would have a wonderful experience. But, we don’t live in a perfect world – and sometimes that experience will be a revelation of flaws with the CX and opportunities to improve customer experience. Salesforce Survey Shows Customer Experience Now Job No.

Customer Service 297

Customer Service Surveys Marketing Sales 297

Beyond Philosophy

MAY 3, 2018

How big does a company need to get before it is too big to care about Customer Experience? If this week’s news is any indication, telecom customers in the U.S. We all can see from surveys like this (#2), or this one (#6), Customer Experience has been a significant area of concern for many CEOs recently.

Wireless 284

Wireless Consulting Consulting Airlines 284

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. So how do you build trust into your Customer Experience? It’s no longer enough to simply speak to customers from the lofty heights of marketing.

Government 304

Government Advertising Surveys Marketing 304

Beyond Philosophy

MARCH 22, 2017

However, I’m lovin’ their plans to overhaul their Customer Experience to regain the 500 million lost customer visits. McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

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

Contact Center Pipeline

AUGUST 22, 2017

Most contact centers know they need a more analytical approach to understanding the customer experience. In our 2017 Workforce Optimization Survey, a high percentage of centers indicated that analytics falls within the “Have but do not use effectively” category.

Analytics 206

Analytics Contact Center Surveys Customer Experience 206

ProProfs Blog

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. If you make customers unhappy on the internet, they can each tell 6000 friends.”. Read on to learn about the importance of customer experience in retail and tips on how to improve it. The Importance of Customer Experience.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

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

CX Accelerator

JUNE 19, 2018

But what happens when we are sitting behind a computer screen looking at call centre costs racking up from repeat callers or negative customer survey results? Do we empathize with the experiences our customers are having? Gone are the days where customers’ expectations are only for their functional needs to be met.

Customer Experience 159

Customer Experience Airlines Morale Surveys 159

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

ShepHyken

JULY 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. 7 Customer Service Lessons from the Best Uber Driver Ever by Neil Pasricha. This first article of the Top Five roundup for the week is a story of an Uber driver who absolutely gets the customer experience.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Customer Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

Surveys 75

Surveys Customer Experience Technology Benchmark 75

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. adults surveyed expect to get an answer via self-service. Shep Hyken. Three-quarters of U.S.

Self service 202

Self service APIs Surveys Analytics 202

Customer Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. Only one out of five companies earned at least Read More.

Metrics 76

Metrics Surveys Customer Experience Best practices 76

GetFeedback

NOVEMBER 20, 2018

And we’ve all seen the damage bad customer experience can do to even established companies like United Airlines. Now, although the majority of companies aren’t making such egregious public mistakes, the majority of companies are pretty out of sync with their customers. Why customer satisfaction is still important.

Surveys 102

Surveys CRM Feedback Airlines 102

Customer Guru

DECEMBER 13, 2017

The Customer Experience Buzz. Customer experience is becoming more important with every passing year. I, however, believe that customer experience is becoming a part of the boardroom discussion in companies. The problems with the current state of customer experience. Source: Google Trends.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

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. Customer behavior online gives plenty of insight into what they like.

Marketing 512

Marketing Advertising Big data Personalization 512

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Your customers want to help themselves. Juliet https://t.co/7POxMH7a7o.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

ProProfs Blog

OCTOBER 31, 2018

In 2017, United Airlines went viral when a passenger was forcibly removed in an overbooked flight. In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. How To Do It Right.

Marketing 160

Marketing Customer Experience Airlines Customer centricity 160

GetFeedback

JULY 24, 2018

While technology and automation have unquestionably improved our lives, they’ve also made the modern customer experience much noisier. Countless customer interactions happen around the clock, and many fly below the radar. ” But according to their customers, only 8% really did. Define your customer experience.

Customer Experience 111

Customer Experience Journey mapping Surveys Sales 111

Beyond Philosophy

JANUARY 16, 2018

Customer-centricity, in short, is not pervasively ‘people first’. To be a truly ‘people first’ enterprise, making both employee experience and customer experience an obsession, culture and operational processes are critical. Only a culture of stakeholder-centricity can be defined in that way. when making decisions.

Customer centricity 207

Customer centricity Banking Enterprise Consulting 207

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

ShepHyken

JUNE 15, 2018

In a recent press release, Gartner estimated that “ 25% of customer service and support operations will integrate virtual customer assistant or chatbot technology across engagement channels by 2020, up from less than two percent in 2017 ”. These numbers are staggering. But how exactly does one get onboard with this trend?

Chatbots 194

Chatbots Customer Support Healthcare Scripts 194

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 192

Customer Service Airlines CRM Employee engagement 192

ShepHyken

SEPTEMBER 7, 2018

Providing buyers with additional learning opportunities (via connecting them with customer references, helping them create an adoption approach, and providing them with customer evidence). Last but not least, the vendors that were influential in the sales process connected buyers with customer perspectives more frequently.

B2B 213

B2B Surveys Sales Marketing 213

Callminer

MAY 27, 2020

5 Tips to Improve Your Employee Experience , Zoho; Twitter: @zohopeople. “Traditionally, employee engagement might be examined by HR by way of an annual survey once a year, and this practice still occurs in many organizations. ” – Tips to Improve Your Employee Experience , MenaITech; Twitter: @MenaITech.

Employee engagement 254

Employee engagement Surveys Feedback Personalization 254