SurveySensum

JANUARY 10, 2024

Like many others, this company was passionate about improving its services and relied on customer feedback. But don’t worry; this blog will provide you with the worst and best times to send a survey so that you can evaluate your strategies and gather authentic customer feedback. Let’s get started.

NPS 52

NPS Customer Feedback CX Text Analytics 52

SurveySensum

FEBRUARY 13, 2024

But here’s the flip side: Did you know that a whopping 88% of users won’t return after a bad user experience? User Experience means how people get and engage with a service or a product. Creating detailed customer profiles is key; it allows you to tailor your services and products to meet user expectations.

Gaming 52

Gaming Social Media Customer Feedback Customer Satisfaction 52

Beyond Philosophy

JANUARY 18, 2016

Ever blown it with a Customer? Here are 8 big mistakes with Customer Experience that we hope brands learned from: “It’s not the pants, it’s your body type” excuse from Lululemon. Michael O’Leary CEO of Ryanair said that customers complaining about the boarding pass fee should “pay 60 Euros for being so stupid”? We all have.

Entertainment 109

Entertainment Social Media Start-ups Customer Experience 109

Execs In The Know

APRIL 26, 2023

This blog post provides an overview of why organizational transformation is crucial for business leaders, what advantages it offers them, the possible roadblocks they may face on their journey towards creating meaningful change in their organization, and perhaps most importantly – how to reap its rewards! So how can they do it?

CX 98

CX Innovation Artificial Intelligence Gaming 98

Customers That Stick

OCTOBER 13, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: Fewer Choices, More Happiness. The customer will be happier with the decision (purchase) he or she made. The Month in Customer Service Blogging.

Customer Feedback 119

Customer Feedback Retail Customer Service Customer Experience Management 119

Customers That Stick

FEBRUARY 5, 2015

Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. I ended up making eggs after all.)

Customer Experience 157

Customer Experience Start-ups Customer Service 157

Execs In The Know

FEBRUARY 16, 2023

Zenarate clients experience clear, tangible benefits that include: 56% Faster Speed to Proficiency 22% Higher Conversion Rates 33% Higher CSAT scores 32% Lower Employee Attrition Take, for example, Western Union – a Zenarate customer who has deployed Zenarate simulation training worldwide in multiple languages.

AI 52

AI Scorecard Contact Center Compliance 52

Bill Quiseng

MARCH 7, 2016

Today, just five years later, people may still tell an average of 9 people about good experiences, but if they have a bad experience, they can now tell the entire world via social media. We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one.

Social Media 123

Social Media Customer Service B2C Voice of the Employee 123

Shep Hyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” (Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.”

Customer Service 81

Customer Service Social Media CX Start-ups 81

Intercom, Inc.

MAY 8, 2019

That’s not inherently bad, but that does change a lot about the way that we operate” Meghan Keaney Anderson has been doing just that at HubSpot for the past 8 years, which feels like a lifetime in the world of startups. These changes mean marketers need to constantly rethink how they bring in new customers.

Customer Acquisition 116

Customer Acquisition E-commerce Start-ups Gaming 116

Beyond Philosophy

MARCH 3, 2015

Follow the stories here and write your own (please include the hashtag #BestAdvice in the body of your post). It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. I asked her, challenging her on her bad attitude. Let me give you an example. Don’t care?”

Customer Experience 146

Customer Experience Customer Expectations Customer Service 146

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ” They communicate well. They are easy to use.

CEM 138

CEM Engineering Innovation Customer Experience Management 138

Provide Support

JULY 21, 2016

Lessons Learned Working In Customer Service. With so many stories of bad customer service we hear these days, many people are getting the impression that customer service jobs are entry-level or unimportant roles taken just to get by until a better opportunity. Do you share the same view?

Customer Service 52

Customer Service 52

Customers That Stick

OCTOBER 30, 2014

Customer Service < Customer Experience . Tell Us More About Yourself… What was your first job and what did you learn about customer service in it? What I learned from this job is that meeting the customers’ expectations is the highest form of customer service. Mac < PC.

Customer Experience 115

Customer Experience Sports Construction Social Media 115

Customer Bliss

MARCH 5, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Often, what sets apart the companies that we love is that they obsess over how customers feel in certain situations. Make-Mom-Proud companies strive for innovations starting with the emotions customers are having.

Innovation 88

Innovation Customer Loyalty Hospitality Hospitality 88

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Customer Service Life

JUNE 5, 2017

Class tales like Little Red Riding Hood can teach us a lot about telling better stories in our organizations. This article was originally published on the ICMI blog on May 18, 2017. Telling Stories. If either of these scenarios sounds familiar, you need to practice telling better stories. Click here to read the original.

Contact Center 68

Contact Center Customer Satisfaction Customer Service 68

Beyond Philosophy

MAY 31, 2019

We discussed the importance of memory for a Customer Experience and the influences on how we remember things in our latest podcast. That is why helping your customers have a wonderful memory of your experience is essential. If you don’t, you may be managing the wrong metrics in your Customer Experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Start-ups 128

Start-ups Customer Service Social Media Contact Center 128

Beyond Philosophy

NOVEMBER 3, 2015

I told Neil what I thought about the organization both good and bad. He moved me from Marketing to Customer Service, which was quite a surprise for people. This position, incidentally, set me on the path to Customer Experience. I’d love to hear your stories in the comments below. He didn’t suffer fools gladly.

Start-ups 154

Start-ups Customer Experience CX Customer Service 154

Beyond Philosophy

JULY 26, 2018

My colleague Professor Ryan Hamilton of Emory University discussed Reference Points in our recent podcast and how they are fundamental to the idea of customer expectations. Your Customers Have Expectations, Too. The way we evaluate everything is comparing it to something else, including Customer Experiences.

Customer Expectations 132

Customer Expectations Real Estate Customer Experience Customer Feedback 132

CSAT.AI

FEBRUARY 12, 2020

Do you love your customers? It’s vital to business to show your customers appreciation. Customer love nurtures your B2C relationships. Love them or lose them , that is the mantra for customers, and the statistics back this. Sounds like a bad breakup. Treat your customer well and they’re less likely to ghost you.

CX 52

CX B2C Omnichannel Customer Service 52

Customer Service Life

JUNE 26, 2017

Ruth McCullen and Jeremy Watkin had the pleasure of having Virginia from Kingman Ink draw as we helped contact center leaders tell better stories. This article was originally published on the FCR blog on June 9, 2017. He talked about how we build trust with our customers by delivering a consistent, predictable experience.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Beyond Philosophy

JUNE 6, 2019

Many new technologies, such as facial recognition technology for Customer Experience are emerging. Facial recognition and facial expression analysis are capturing essential information about how customers feel during an experience at the moment. Using these technologies in Customer Experience analysis and design is inevitable.

CX 141

CX Technology Technology Customer Experience 141

Intercom, Inc.

FEBRUARY 23, 2022

This is especially true among employees experiencing increasing demand due to the pandemic, such as support agents, as our latest Customer Support Trends Report shows: 64% of support leaders say their team has felt burned out in the past 12 months. Asking yourself: “Is it really as bad as I think it is?” Marilyn: It’s true.

Start-ups 118

Start-ups Social Media Education Customer Service 118

Aquire

OCTOBER 26, 2021

If there’s one thing that’s accepted as truth in the customer experience world, it’s that CX personalization is a must-do. From emails that address customers by name to relevant product recommendations based on behavioral predictions, personalization can bring huge value to both customers and companies alike when used wisely.

CX 52

CX Artificial Intelligence Entertainment Retail 52

Comm100

OCTOBER 27, 2016

Customer satisfaction is dependent upon knowing your customers’ needs and expectations. But your ability to meet, and even exceed customer expectations is often dependent upon what customers think their experience should look like. They include: Your communication to the customer. Experience with other companies.

Customer Expectations 64

Customer Expectations Social Media Customer Service Customer Loyalty 64

Beyond Philosophy

FEBRUARY 12, 2015

All in all, this was a bad year of Super Bowl ads. Through February 14th, 2015, Customers at the restaurant will be randomly selected to owe a new form of payment. Instead of cash or credit, they want their Customers to pay with lovin’, a play obviously off McDonald’s tagline, “I’m Lovin’ it.”

Gambling 90

Gambling Social Media Customer Expectations Customer Experience 90

Beyond Philosophy

APRIL 21, 2015

This is why in my new ebook Unlocking the Hidden Customer Experience: Short stories to ensure remarkable success we discuss the design of emotions into a Customer Experience. The same can be true of how you ask a person to take on a new task at work, or migrate to a new plan of your service.

Customer Experience 102

Customer Experience 102

CX Journey

OCTOBER 27, 2015

Pundits and experts alike say that customer experience is everyone's job. If you google "customer experience is everyone's job" and "customer service is everyone's job," you'll find endless articles, blogs, and webinars with that very title. NO, customer experience is not everyone's job. In this regard.

Customer Experience 80

Customer Experience Retail Customer Experience Management Customer Service 80

Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score Customer Experience NPS CEM 164

Intercom, Inc.

MARCH 15, 2018

All the while, he’s been sharing his latest thoughts on infrastructure, devtools, management and more, on his Irrational Exuberance blog. Will Larson: When I graduated from college I was actually teaching English in Japan for a year, and that’s when I started doing a lot of tech blogging. product called Yahoo!

Engineering 214

Engineering Start-ups Innovation Outlook 214

CX Journey

MAY 12, 2015

It appeared on their blog on November 20, 2014. In a post I wrote several months ago, I outlined the 5 Rules for Turning Data into Action for a Better Customer Experience : Centralize, Analyze, Socialize, Strategize, and Operationalize. The service they provided improved almost immediately. It's a Trojan horse for learning.

CX 66

CX Customer Experience Start-ups Customer Experience Management 66

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”. As you can see, Amazon sits at the top.

Engineering 60

Engineering Innovation Customer Experience Management Customer Experience 60

Beyond Philosophy

NOVEMBER 1, 2019

Some customer habits may be useful for your Customer Experience strategy, and some of them may not. Understanding how customers’ habits form and how to identify them is crucial for Customer Experience. We talked about how habits form and understanding your customers’ habits in a recent podcast.

Education 140

Education Technology Technology Customer Experience 140

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit.

Outlook 40

Outlook Innovation Customer Service Technology 40

Intercom, Inc.

MAY 3, 2018

She’s worked in product from early-stage startups all the way up to publicly traded companies like Rackspace and Square, a company with the sensitive task of handling customers’ money. Survey responses and numerical data are great, but they don’t replace the context of a 1:1 customer conversation.

Invoicing 195

Invoicing Engineering Start-ups Customer Feedback 195