ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. That’s why you need to know how to improve customer service using social media. Here are my top five picks from last week.

Customer Service 303

Customer Service Customer Care Customer centricity Finance 303

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

Customer Service 227

Customer Service Customer centricity Feedback Surveys 227

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Winning means losing in the game of customer retention by Linda O’Grady. Here are my top five picks from last week.

Construction 233

Construction Customer Service Feedback Customer retention 233

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. This promotes customer satisfaction, benefiting your clients and bringing your business higher retention rates and upsell revenue. Why You Need to Know How to Build a Customer-Centric Roadmap.

Customer centricity 100

Customer centricity SaaS Upselling Metrics 100

ProProfs Blog

DECEMBER 23, 2019

You might have a hard time believing, but the most effective solution is building a customer centric organization. . But what is customer centricity ? Maybe a couple of customer surveys. For decades, companies of all sizes across the globe have been working on their customer centric business strategy.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

ShepHyken

JANUARY 16, 2024

After they do a self-assessment, which is their perception, they should – if they haven’t already – survey their customers to discover their reality. They should learn firsthand what it’s like to be a customer. That’s the most accurate way to measure the difference. Leaders should “mystery shop” their companies themselves.

Customer Service 374

Customer Service Customer centricity Surveys Customer Support 374

CSM Magazine

MARCH 14, 2022

Creating the correct customer-centric business model is your ticket to standing out from your competitors and encouraging customer loyalty. Customer-centricity is essential for companies since it drives a customer further down the sales funnel. 6 examples include successful customer-centric companies.

Customer centricity 98

Customer centricity Feedback Personalization Sales 98

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. He writes about designing a compelling customer experience process and training your team to implement it. We’ll get into the specifics of customer success platforms later in this guide.

B2C 349

B2C Customer centricity Feedback Upselling 349

ViiBE Blog

AUGUST 18, 2021

Creating a customer-centric business strategy. CRM , Customer experience. Share this article. Share this article. A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. ViiBE Blog. Charles Street.

Customer centricity 52

Customer centricity CRM First call resolution Surveys 52

Totango

APRIL 28, 2021

In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a customer-centric experience. This way, every customer interaction is informed by as much personal information as possible.

Customer centricity 71

Customer centricity Enterprise Best practices Metrics 71

Babelforce

JUNE 9, 2022

Businesses benefit significantly from committing to a customer-centric approach. They’ll have happier, more loyal customers who are worth more to the business. In this article, we’ll explore customer-centricity in more detail. In this blog: • What is customer centricity?

Customer centricity 52

Customer centricity Call Center Journey mapping Average Handle Time 52

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model. Make the Most of Automation.

Interactive Voice Response 363

Interactive Voice Response Customer centricity Consulting Consulting 363

Nicereply

JUNE 18, 2024

Surveys are an indispensable tool for gathering insights and information. Understanding the function of surveys in this process is critical for businesses dedicated to providing an excellent customer experience. Let’s start by answering the question, “What is a survey?” What is a survey in business?

Surveys 52

Surveys Real estate Feedback Coaching 52

Hodusoft

OCTOBER 23, 2024

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. In purely technical terms, Net Promoter Score is a metric to compute customer loyalty.

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

CSM Magazine

JULY 18, 2023

The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. Cultivating a Feedback Culture The newly redesigned customer service landscape emphasises the value of consumer input.

Customer centricity 52

Customer centricity Customer Service Self service Feedback 52

Skybridge

OCTOBER 10, 2022

In a recent article for Forbes, business trend forecaster Brian Solis describes “a circle” with a picture of a customer in the middle of it. This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in everything we do. Is that your current model?

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

Skybridge

OCTOBER 10, 2022

In a recent article for Forbes, business trend forecaster Brian Solis describes “a circle” with a picture of a customer in the middle of it. This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in everything we do. Is that your current model?

Customer centricity 52

Customer centricity Customer Care Surveys Technology 52

ShepHyken

OCTOBER 21, 2022

This week, we feature an article by Eleanor Hecks , editor-in-chief of Designerly Magazine. She’s also a web design consultant focusing on customer experience and user interface. She shares how customer experience is a valuable marketing strategy. Then you describe your general marketing efforts as customer experience marketing.

Marketing 193

Marketing Customer Experience Customer centricity Consulting 193

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 78

Surveys Feedback Banking Best practices 78

Lumoa

MARCH 24, 2022

Setting survey response rate benchmarks can help you assess the performance and overall growth of your customer experience management (CEM) system. If this process isn’t tailored to your company, you’ll set inaccurate survey response rate benchmarks and compromise all future evaluations. What Is Your Survey Response Benchmark?

Surveys 78

Surveys Benchmark Metrics Feedback 78

Totango

JULY 2, 2019

The digital transformation of business means that customers can easily leave a professional relationship that isn’t working for them. Enterprises need to keep customers happy because it’s never been easier for them to find alternatives. Delivering clear value makes you critical to your customer’s success and future growth.

Customer centricity 85

Customer centricity Enterprise Metrics Personalization 85

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. “Oh Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? by Ian Golding.

Customer Service 204

Customer Service Entertainment Banking Customer centricity 204

GetFeedback

AUGUST 24, 2018

Most customers would rather solve problems themselves than go through the hassle of contacting customer service. According to Forrester Research , 91% of customers surveyed would use a knowledge base if it were customized to their needs. Mistakes and typos hurt your credibility with your customers.

Customer centricity 68

Customer centricity voip Self service Surveys 68

PeopleMetrics

SEPTEMBER 1, 2015

Jeff Bezos sent a message to staff , asking them to read the Times article, saying he didn’t “recognize this Amazon,” and he hoped they didn’t either. He also offered a LinkedIn write-up from an employee , which argued something like, “Amazon’s culture isn’t as bruising as the article claims. Those are bygone times.”. Image Credits.

Customer centricity 103

Customer centricity Employee engagement Surveys Personalization 103

NobelBiz

NOVEMBER 9, 2021

The customer-centric strategy is now on everyone’s mind, even among contact center experts and customer relationship specialists. So, how can you put a Customer-Centric approach into action? Are you a customer-centric or customer-oriented contact center?

Customer centricity 52

Customer centricity Contact Center Brand ambassadors CRM 52

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. Customer experience is how your customers perceive their interactions with your company.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

ProProfs Blog

DECEMBER 25, 2018

There is nothing more effective than a customer survey when it comes to knowing if your customers are satisfied with your products and services. It gives your customers a chance to voice their concerns and praise or criticize the offerings that they’re dealing with. Creating a Valuable Customer Survey.

Surveys 95

Surveys Abandon rate Customer centricity Customer Support 95

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. Understanding customer satisfaction is essential for success in today’s cutthroat business environment. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

ClearAction

AUGUST 16, 2019

Is Your Customer Engagement Really Customer-Centric? Customer engagement can yield short-term or long-term rewards or penalties, depending on how customer-centric they are. Long-term rewards: uptick that sticks or increases organically — engagement fit the customer’s expectations and circumstances. “An

Customer centricity 48

Customer centricity Marketing Best practices Upselling 48

ShepHyken

JULY 15, 2022

This week we feature an article by Michael Becker, founder of Abundance Accelerators , a growth agency for coaches. He shares how organizations can gain loyal customers by providing an experience that exceeds expectations. This type of client engagement is one example of the almost obsessive customer centricity I’m talking about.

Coaching 342

Coaching Customer centricity Accountability Feedback 342

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Imagine a meeting with various customers sharing their feedback at a level that is far beyond a traditional focus group. I love that!

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

NobelBiz

NOVEMBER 2, 2020

This is not new information in the industry and the idea of a customer-centric call center has been around since the early 2010s. DOWNLOAD THE FREE E-BOOK HERE So, let’s take a good look at what it really means to adopt a customer-centric approach and why monetizing should be placed second on your list of priorities.

Customer centricity 52

Customer centricity Call Center First call resolution Scripts 52

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)? Why you should care about the Voice of the Customer? Why you should care about the Voice of the Customer?

Customer centricity 158

Customer centricity Feedback Surveys Metrics 158

BlueOcean

JUNE 27, 2024

What Happens to CX When the Whole Company Is Aligned Customer experience is a front-and-center topic for the contact center… but excellent CX depends on the entire organizational culture. Read more here > The Customer Is Always Right… Except in Opinion Surveys? CX thought leader Alex R.

Customer Experience 62

Customer Experience Airlines Customer centricity Contact Center 62

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 264

Customer Experience Advertising Employee engagement Sales 264

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146