ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

Customer Service 303

Customer Service Customer centricity Customer Care Finance 303

ShepHyken

SEPTEMBER 10, 2021

Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. .

Customer Experience 264

Customer Experience Advertising Employee engagement Sales 264

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies. Augmented Reality Customer Experience.

Customer Experience 173

Customer Experience B2B Upselling SaaS 173

ShepHyken

AUGUST 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. Everyone Hates Customer Service. Calculating the ROI of CX: Complete Guide 2019 [Includes Spreadsheets] by Alyona Medelyan. The Magic That Makes Customer Experiences Stick by Stefan Thomake.

Customer Service 257

Customer Service CRM Customer Experience Surveys 257

Fonolo

FEBRUARY 28, 2019

This year, the only transmission that companies should be ‘tuning in to’ is customer experience (CX). We are firmly in a CX renaissance: 89% of companies now compete on the basis of customer experience alone. If you’re starting to forge your customer experience strategy for 2019, you are not alone.

Customer Experience 83

Customer Experience Customer centricity Surveys Sales 83

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. Improving NPS for a Better Customer Experience by Kathy Doering. It’s one thing to implement the survey to get feedback.

Customer Service 227

Customer Service Customer centricity Feedback Surveys 227

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 249

Customer Experience Airlines Average Handle Time Contact Center 249

ShepHyken

APRIL 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. Why Anxious Customers Prefer Human Customer Service by Michelle A. The authors (from Harvard) explore how anxious customers are more desiring of human-to-human support. Shell and Ryan W.

Customer Service 203

Customer Service Employee engagement Self service Surveys 203

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. However, I do recall ending 2019 with a very positive outlook on the year ahead. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals.

Customer Experience 193

Customer Experience Consulting Consulting Technology 193

CX Accelerator

DECEMBER 31, 2018

Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience. May 2019 be the year of authentic culture for all of us! Old school, cheesy, but totally on-point.

Calibration 244

Calibration Schedule adherence Coaching Employee engagement 244

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend. A great resource!

Customer Service 224

Customer Service Customer Experience Surveys Customer Support 224

ShepHyken

SEPTEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. When Loyalty Rewards Expire, So Does A Customer’s Loyalty by Dan Gingiss. Here is some fun reading with survey stats that will make you think. Here are my top five picks from last week.

Customer Service 249

Customer Service outsourcing Surveys Marketing 249

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. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Interactive Voice Response 249

Interactive Voice Response Customer Experience Self service Contact Center 249

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 333

Customer Experience Entertainment Sales Healthcare 333

TechSee

JANUARY 2, 2019

If you’re in the Smart Home or Smart City business, CES 2019 is a must visit. CES 2019 Smart Home Sessions Not to be Missed. Whirlpool, a global leader in smart appliances, shares insights from their global survey. Smart Home Startups to See at CES 2019. Executive One-on-One with Whirlpool & CTA. Tuesday, January 8.

Entertainment 174

Entertainment Surveys Technology Education 174

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

TechSee

OCTOBER 2, 2019

This indicates a clear opportunity for companies to recognize any shortcomings and take corrective action before the customer defects. Customer churn is widespread. This underscores the fact that churn plagues all verticals and customer retention strategies are critical to almost every industry.

Surveys 165

Surveys Customer Service Customer retention Telecommunications 165

ProProfs Blog

APRIL 17, 2020

Businesses big and small are leveraging the power of holding live events to maximize brand value, drive revenue, and improve customer experience. According to the 2019 trends report by event tech company Bizzabo, events, at times, even score over content marketing, digital advertising and email marketing. Mid Event Questions.

Surveys 125

Surveys SaaS Feedback Advertising 125

Contact Center Pipeline

APRIL 9, 2019

It’s a well-known fact that customers hate to wait. In a recent survey on consumer attitudes, researchers discovered that 35% of the respondents stopped doing business with some of their favorite brands after just one episode of waiting too long for a customer service agent to resolve their issue.

Customer Experience 133

Customer Experience Surveys Average Handle Time Customer Service 133

Beyond Philosophy

JANUARY 7, 2023

Every so often, I get a chance to chit-chat with colleagues of mine about the future of customer experience. This time, my colleagues were pioneers in customer experience, Lou Carbone ( Experience Engineering.com) author of Clued In , and Joe Pine (StratgicHorizons.com) , author of The Experience Economy.

Consulting 221

Consulting Consulting Customer Experience Surveys 221

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

Customer Experience 82

Customer Experience Chief Customer Officer Chatbots Technology 82

Chip Bell

NOVEMBER 17, 2020

Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. First, thank you Chip for allowing me to offer this guest blog.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Noble Systems

JUNE 7, 2019

Our annual SNUG (Select Noble Users Group) conference brings together top voices in customer experience with contact center managers, platform administrators, and others looking to learn what’s new in CX technology and share ideas. Paul Stockford, Chief Analyst at Saddletree Research, attended SNUG for the first time in 2019.

Gamification 75

Gamification Contact Center Coaching Education 75

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

inmoment

JUNE 17, 2019

Brands are being inundated with talk about consumers’ increasing expectations when it comes to customer experience (CX). And as businesses deliver more creative and engaging experiences, forming impactful customer relationships becomes more difficult. So how can brands keep up with the change?

Customer Experience 53

Customer Experience Construction Feedback Personalization 53

VHT

OCTOBER 1, 2018

In fact, technological innovations are changing how customer service is being delivered in ways that are dramatically impacting the customer experience. What should you specifically look for as we look towards 2019? The customer satisfaction score (CSAT) is the best indicator of the quality of the customer experience.

Contact Center 67

Contact Center Technology Analytics Surveys 67

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

GetFeedback

JANUARY 31, 2020

With so many companies vying for each customer’s attention, a winning customer experience strategy is a must for any company looking to build brand loyalty. Small wonder—as a study by Adobe shows , the top 10% of customers spend three times more than other customers.

Customer Experience 92

Customer Experience Brand ambassadors Feedback Surveys 92

TechSee

MAY 7, 2019

He called customer services, who repeated the same instructions he’d just read in the manual – and he still couldn’t make heads or tails of them. 2019 Survey: NFF Returns. The survey demonstrates that 41 percent of us have returned a non-defective item in the past 12 months. Back to the store.

Surveys 107

Surveys Entertainment Education Self service 107

Answer Dash

FEBRUARY 20, 2019

(This article was originally published at IT-Online - The daily IT news publisher) Emerging digital trends are top of mind for customer service and support leaders in 2019, according to a recent survey by Gartner.

Customer Service 78

Customer Service Big data CRM Surveys 78

Cisco - Contact Center

NOVEMBER 17, 2020

The Rise of Digital and Customer Expectations. According to a global survey by McKinsey & Company, 62% of organizations are experiencing increasing demand for online purchasing and services by their customers, and 53% believe this trend will continue in the future. Pe r sonalized Website Intercept Surveys.

Customer Experience 80

Customer Experience Contact Center Government contact center solutions 80

Contact Center Pipeline

DECEMBER 1, 2020

Early in 2020, Pipeline published results from the 2020 Contact Center Challenges & Priorities survey and declared 2020 the “Year of the Agent.” The focus on the agent is a change from 2019’s “Improving the Customer Experience,” which continued as leadership’s top challenge.

Contact Center 147

Contact Center Surveys Customer Experience Coaching 147

Netomi

MARCH 10, 2022

What is customer experience? How do your customers really regard their experience with your brand when they use your companies’ products or services? Customer experience (CX) relates to just this. report 1 that customer experience stands as a top priority for their business, in the next five years.

Customer Experience 59

Customer Experience Analytics Surveys Feedback 59

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. Operationalize Customer Experience.

Customer Experience 62

Customer Experience Enterprise Metrics Surveys 62

Customer Experience Matters

AUGUST 15, 2019

I’m particularly happy to announce a new research report, The State of CX Management, 2019. To understand the current state of customer experience (CX) management, we surveyed 212 CX professionals around the world from companies with at least $500 million in annual revenues.

Management 40

Management Surveys Customer Experience 40