ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. The experience is a big part of their marketing. The Next Big Thing in Customer Experience: Frictionless Returns by Poornima Apte.

Customer Service 206

Customer Service Benchmark Marketing Customer Experience 206

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald.

Customer Service 38

Customer Service B2C Benchmark B2B 38

Nicereply

MAY 25, 2021

How are other companies in our industry performing when it comes to customer satisfaction? Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. Check out the following benchmarks to see how you compare in CSAT, NPS, and CES, and inspire your own goal setting.

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 206

Customer Service Benchmark Surveys Customer Experience 206

Beyond Philosophy

APRIL 25, 2019

Brands have already begun using facial recognition technology in their Customer Experience. Technology also exists that captures customers’ authentic emotion measurement using facial recognition software. I believe both of these technologies are the future for Customer Experience and, in some cases, the now.

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

JANUARY 23, 2019

Many psychological theories exist to help explain why people do what they do, and when those theories apply to how people behave as customers, they are called Behavioral Economics. I have been studying Behavioral Economics for a few years now and applying those principles to Customer Experience. 1: Reference Points.

Management 361

Management Consulting Consulting Accountability 361

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 224

Customer Service Technical Support Benchmark Best practices 224

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. So, What Do You Do?

B2B 332

B2B CRM B2C Education 332

Beyond Philosophy

JULY 11, 2019

It is essential for your Customer Experience strategy that you understand how customers create memories and how to ensure your brand is included in that set of recalled choices. . How Memory Cues Influence Customer Behavior. A study from Stanford showed how the cues work.

Consulting 297

Consulting Consulting Benchmark Advertising 297

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. We discussed uncertainty in business and Customer Experience and how to cope with it in a recent podcast. The concept of uncertainty is fundamental in the study of decision making.

Management 359

Management Consulting Consulting Benchmark 359

Satrix Solutions

JUNE 15, 2020

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. Collectively, we have learned a lot through NPS benchmarking studies. Collectively, we have learned a lot through NPS benchmarking studies. Drawbacks of NPS Benchmarking. Consider a Competitive Benchmark Study.

Benchmark 78

Benchmark B2C Surveys B2B 78

Beyond Philosophy

MARCH 7, 2019

To measure something like customer emotions in your Customer Experience, you need the proper tools. We talked about measurement tools in a recent podcast , and how you can employ them in your Customer Experience. Let’s take a look at a few different ways you can get feedback on customer emotions.

Customer emotions 305

Customer emotions Surveys Consulting Consulting 305

Beyond Philosophy

DECEMBER 20, 2018

However, participants at a study at Vanderbilt University do. These ways of thinking have significant implications regarding how customers behave in your Customer Experience. In many ways, this training by the Rational System to the Intuitive System is what we want people to do with our Customer Experiences.

Journey mapping 268

Journey mapping Benchmark Customer Experience Consulting 268

Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. Provide learning from leaders’ experiences.

Gamification 150

Gamification Benchmark Automotive Wireless 150

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 42

Customer Service Benchmark Customer centricity Customer Experience 42

Beyond Philosophy

APRIL 18, 2019

Too many choices in your Customer Experience are a terrible thing. We discussed the issues with too many options in a recent podcast and what you can do to make customer’s decisions easier in your Customer Experience. However, sorting through options can feel overwhelming. The Consequences of Too Many Choices.

Construction 319

Construction Benchmark Consulting Consulting 319

ShepHyken

NOVEMBER 13, 2017

Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. CX along with employee engagement are the focal points for companies who are looking to improve brand loyalty and customer engagement.

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

Customer Experience Matters

SEPTEMBER 17, 2018

In our latest consumer benchmark study of 10,0000 U.S. We then analyzed their responses based on how they rated the customer experience (CX) that their organization delivers. The post Humanity And Customer Experience Go Hand In Hand appeared first on Customer Experience Matters®.

Customer Experience 41

Customer Experience Benchmark 41

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. This aligns well with the results from this year’s study. of CS teams are increasing, and only 7.8%

Metrics 98

Metrics Benchmark CRM Technology 98

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. of Customer Success teams now report into the C-suite.

SaaS 98

SaaS Metrics Best practices Benchmark 98

ClearAction

DECEMBER 16, 2017

B2B Customer Experience: Do This, Not That Lynn Hunsaker. Is business-to-business customer experience management (B2B CXM) a watered-down or a souped-up version of consumer experience management? They’re important questions because customer scenarios differ in each case.

B2B 86

B2B Customer Experience Benchmark Journey mapping 86

Beyond Philosophy

APRIL 15, 2019

If your organization has an unhealthy employee experience, meaning there is no trust and departments aren’t talking to each other, etc., then it will reflect in your employee’s behavior towards customers. Suttle says when your customers are winning, so are you. . The Top 10 Best Practices of the Leading Service Organizations.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

The Petrova Experience

DECEMBER 8, 2022

Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience. But a deeper examination into the question about CX return on investment gets to the heart of what customer experience means for your business, your customers, and your employees.

Customer Experience 105

Customer Experience Self service Airlines Technology 105

ChurnZero

NOVEMBER 6, 2020

How can you compare your score to others in your industry, or to any general benchmarks? As a Customer Concierge at Delighted , I spend most of my time talking to companies about their Customer Experience (CX) programs and how to improve them, and I’ve heard these questions from so many of them. External Benchmarks.

Benchmark 58

Benchmark Surveys Enterprise Analytics 58

CSM Magazine

MARCH 25, 2025

Sabio Group today announced the expansion of its acclaimed ‘ Disrupt ‘ programme across Europe for 2025, taking its digital customer experience (CX) transformation event to three major European cities. Sabio is also looking at extending its programme even further with more European locations currently being assessed.

Benchmark 52

Benchmark Enterprise Technology Management 52

CX Global Media

SEPTEMBER 17, 2018

Empathy training is a waste of time and will have little to no effect on the customer experience in your contact center. Many, if not all of these 7 elements can be found in contact centers where empathy is part of the customer experience. Don’t waste your money on empathy training alone, do this instead.

Contact Center 113

Contact Center Benchmark Surveys Coaching 113

Satrix Solutions

SEPTEMBER 8, 2020

As the marketing leader in your organization, you’ve likely been asked to play a pivotal role in the customer experience (CX). Justifiably, many CEOs are charging CMOs to embrace this responsibility and shift their focus towards understanding what drives customer loyalty. Marketing the Customer Experience.

Marketing 78

Marketing Customer Experience Benchmark B2B 78

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

Benchmark 62

Benchmark Contact Center Customer Experience Customer Service 62

Nicereply

DECEMBER 17, 2024

In this article, we’ll explore the importance of CES in the SaaS industry, how it differs from other customer satisfaction metrics, and why reducing customer effort is crucial for long-term success. In this sense, CES can almost act as a gauge of how well a company is doing against its benchmarks and those of competitors.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

COPC

MAY 31, 2022

The COPC Customer Experience (CX) Standard is the most established and accepted performance management system. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 has launched its Global Benchmarking Series (GBS). COPC CX Standard & Customer Experience Best Practices?.

Best practices 101

Best practices Customer Experience outsourcing Consulting 101

ShepHyken

MARCH 23, 2018

The key: That passion and purpose must be communicated and conveyed effectively from senior leadership throughout management and all employees, so that they are more compelled to consistently deliver a superior product, service, and customer experience. Stating your mission once is not enough. Vitalize the mission by actions and words.

Airlines 212

Airlines Morale Benchmark Marketing 212

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. Not always, but often. Not necessarily.

Customer Experience 113

Customer Experience Metrics Banking Feedback 113

Upstream Works

SEPTEMBER 1, 2020

According to the 2019 Global Customer Experience Benchmarking Report from NTT Ltd., Access to a knowledge base is also imperative as it gives agents easy access to a wide variety of resources, from articles to decision trees, allowing agents to provide a better customer experience.

Contact Center 148

Contact Center Benchmark contact center solutions Coaching 148

COPC

JUNE 24, 2024

Maintaining high customer experience (CX) standards determines survival in a competitive market, where customer loyalty is hard to earn and easy to lose. However, recent studies present a conflicting view of CX. Personalization efforts also improve customer satisfaction.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

TechSee

JULY 30, 2024

Welcome to “Dear Megan,” an advice column where innovation meets humor, and customer experience is sprinkled with a dash of wit. Dear Megan, I keep hearing about AI in customer service. Conversation AI, specifically, multimodality, can supercharge customer experiences. Should I really trust it?

Benchmark 124

Benchmark Contact Center Accountability Analytics 124