ShepHyken

JUNE 7, 2021

Each week I read a number of customer service and customer experience articles from various resources. Customer Interviews for CX: How to Conduct Interviews & How They Can Make a Difference by Jeannie Walters. Experience Investigators) Customer interviews can highlight issues in emotional ways.

Customer Service 353

Customer Service Customer centricity B2B Government 353

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Voice of Customer.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

ShepHyken

JANUARY 15, 2021

H e shares different strategies to help your business monitor and measure customer satisfaction. Customer experience is crucial for businesses looking to retain existing customers and attract new ones. If they’re not, there could well be an experience-related reason for this.

Customer Experience 357

Customer Experience Metrics Customer retention Analytics 357

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. 85% of respondents believed that the customer experience was vital to success. 78% of participants believed that improving customer service came a close second. Customer Support Channels to Develop in 2021.

Chief Customer Officer 298

Chief Customer Officer Call Center Consulting Consulting 298

CX Global Media

JANUARY 27, 2021

Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics.

Customer Care 296

Customer Care Customer Experience Surveys 296

Beyond Philosophy

JANUARY 23, 2021

We recently spoke to Customer Experience experts who shared an interesting insight. They all say they wish people understood that there was no one thing to do, no silver-bullet-solution for Customer Experience. Key Ideas to Improve your Customer Experience. Complete this short survey. How can we help?

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

CX Global Media

DECEMBER 22, 2020

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions. It’s […].

Customer Experience 177

Customer Experience Surveys 177

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 266

Customer Experience Advertising Employee engagement Customer centricity 266

ShepHyken

JULY 26, 2021

Each week I read many customer service and customer experience articles from various resources. Negative Employee Experiences Can Translate Into Poor Customer Service, Report Says by Emilie Shumway. (HR Lessons from the pandemic can improve your customers’ experiences by Joyce Kim.

Customer Service 273

Customer Service Customer retention Contact Center Upselling 273

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 285

Customer Experience Airlines Customer centricity Surveys 285

ShepHyken

JUNE 14, 2021

Each week I read many customer service and customer experience articles from various resources. Actual vs. Intended Customer Experience: The Major Disconnect by Tara Sporrer. It’s crucial to close the gap between the understanding of the actual customer service experience and the intended customer experience.

Customer Service 256

Customer Service Customer retention Personalization Surveys 256

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media.

Customer Experience 156

Customer Experience Surveys Contact Center 156

Beyond Philosophy

JANUARY 9, 2021

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

ShepHyken

NOVEMBER 22, 2021

Each week I read many customer service and customer experience articles from various resources. 6 Ways To Create Customer Experience Consistency Throughout Your Organization by John R. Franchise Update Media) Is the level of experience your customers receive dependent on which employee they encounter?

Customer Service 232

Customer Service Customer Experience Surveys Management 232

ShepHyken

AUGUST 23, 2021

Each week I read many customer service and customer experience articles from various resources. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. There are plenty of ideas.

Customer Service 49

Customer Service CRM Marketing Customer Experience 49

ShepHyken

APRIL 12, 2021

Each week I read a number of customer service and customer experience articles from various resources. Reach for the solutions for which you lack full confidence you can deliver with little effort, but that will delight your customers or colleagues if you reach. Here are my top five picks from last week. Interesting idea.

Customer Service 220

Customer Service Surveys Customer Experience Marketing 220

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

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Missions Media) Before Yelp and Google, if you had a bad experience at a business, you might mention it in passing to your family or friends, promise never to return to the place that mistreated you and then move on with your life.

Customer Service 196

Customer Service Coaching Marketing Call Center 196

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. She predicts that AI will play a supporting role to empower agents with the information they need to solve customer issues with confidence.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

Beyond Philosophy

JANUARY 16, 2021

In addition to knowing what customers want, wouldn’t it also be great to know what works in Customer Experience Management? These ideas are the concept behind Customer Experience expert James Wallman , founder of the World Experience Organization (WXO). Key Ideas to Improve your Customer Experience.

Journey mapping 199

Journey mapping Consulting Consulting Customer Experience 199

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

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

Technology 159

Technology Customer Service Technical Support Self service 159

Nicereply

JANUARY 4, 2022

There are many ways to provide a great customer experience. Most of the time it isn’t about big gestures, but about the little kind acts customer support managers do for us. We collected several examples of great customer service in 2021, where these actions delivered a satisfied customer that spread a good word about the brand.

Customer Experience 111

Customer Experience Advertising Customer Support Surveys 111

ShepHyken

APRIL 2, 2021

She shares common misconceptions about customer service and offers ways to fight them in order to provide great customer experiences. Keep reading to dive into four common misconceptions about customer service, and how to combat them to offer better customer experiences. That number is up from 11.8%

Customer Service 300

Customer Service Self service Metrics Average Handle Time 300

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Customer Support 238

Customer Support Surveys Customer Service Personalization 238

TechSee

JANUARY 26, 2021

We may not have a crystal ball – but we can take a look at five key customer service trends that leading analyst firms agree on. Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. operations and ?

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

TechSee

JUNE 30, 2021

According to an Aberdeen Group report , 25% of all service calls require at least one follow-up visit to resolve the customer’s issue. This statistic is not very conducive to customer satisfaction. And when customers are not satisfied, they churn. 81% of those who canceled did so due to a negative customer service experience.

Construction 164

Construction Upselling Healthcare Enterprise 164

Nextiva

JANUARY 2, 2021

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Beyond Philosophy

MAY 22, 2021

Inspired by the article “ Firing a Bad Customer in 2021 ” by Fred Reichheld, prolific author on customer loyalty and inventor of the Net Promoter Score (NPS), we discuss why you should fire some customers, how you should attempt to manage the situation, and how to go about it once you decide that a customer needs to go.

Consulting 273

Consulting Consulting Surveys Customer Experience 273

ShepHyken

AUGUST 4, 2021

It seems that going to the dentist to get a filling or a root canal is preferred over having to call customer support. This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service.

Customer Support 212

Customer Support Surveys Customer Service Personalization 212

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

CCNG

NOVEMBER 9, 2022

Vendor solutions have evolved in breadth, specialty and versatility, offering more options than ever to maximize customer contact team efficiency, collaboration and productivity. ?3. A 2021 Gallup survey found that a mere 23% of U.S. Engage employees continuously via coaching, polls, surveys and informal check-ins.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ShepHyken

DECEMBER 17, 2021

New findings from our UPS Capital 2021 Holiday Shipping Experience Report found that 44% of SMBs report making more than a fifth of their total annual sales from Small Business Saturday and holiday spending in general. This can be challenging for SMBs with the events that occur when products are out the door and en route to doorsteps.

Surveys 212

Surveys Advertising Marketing Customer Experience 212

Fonolo

JUNE 8, 2021

A poor work culture inevitably has a direct impact on your customer experience ? in other words, if your agents aren’t happy, your customers won’t be either. Call-back technology is another popular option for its ability to lower call spikes and ease customer frustration by eliminating the need for long hold times.

Call Center 133

Call Center Morale Contact Center Technology 133

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” ” Now, in 2021, this quote couldn’t be any more pertinent than it was nearly 25 years ago.

CRM 348

CRM Technology Contact Center Personalization 348

Netomi

SEPTEMBER 20, 2021

Without further ado, let’s take a look at the best AI chatbots for 2021 and beyond. Best AI Chatbot for Customer Service: Netomi. . What makes Netomi one of the best AI chatbots of 2021? Netomi’s AI platform helps companies automatically resolve customer service tickets on email, chat, messaging and voice.

Chatbots 126

Chatbots APIs Surveys Analytics 126

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