Shep Hyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you.

Customer Service 85

Customer Service Retail Hospitality Hospitality 85

Steven Van Belleghem

APRIL 20, 2021

Few companies are as obsessed by customer experience as Amazon. The core of Hsieh’s book is that both company culture and customer service are the keys to a successful business. This is achieved through extraordinary customer service and a company culture that is unique, one that employees believe in.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Fonolo

NOVEMBER 28, 2019

Airline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. in an effort to shave time from its customer service call volumes. in an effort to shave time from its customer service call volumes.

Customer Service 75

Customer Service Hospitality Hospitality Retail 75

ECXO

NOVEMBER 16, 2023

Article originally posted at: [link] How AI and GenAI Are Shaking the Status Quo in Customer Experience (CX) As you know, the potential for artificial intelligence and generative artificial intelligence (GenAI) to transform every part of customer experience, and everything surrounding us, is electrifying.

AI 65

AI CX Customer Experience Artificial Intelligence 65

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

Customer Experience Maturity Model 98

Customer Experience Maturity Model B2B CX Customer Experience 98

Bill Quiseng

MAY 3, 2023

When you are Magnificently Boring to CARE, your customers are WOWED and happy, returning again and again, raving to others on social media. customerservice #customerexperience #customerloyalty #custserv #custexp #cx #hospitality

Hospitality 167

Hospitality Hospitality Social Media CX 167

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience NPS Text Analytics Customer Satisfaction 103

Bill Quiseng

OCTOBER 26, 2020

With these safeguards, you have simply changed a negative experience to one that is neutral. But what are you doing to move the experience from neutral to memorably positive? Hearing about hospitalizations, the struggling economy, and massive layoffs every day, your associates are still anxious and concerned about their jobs.

Hospitality 183

Hospitality Hospitality Customer Survey Customer Service 183

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Experience 3.0: Customer Service Culture.

Customer Service 70

Customer Service Customer Loyalty E-commerce Customer Satisfaction 70

SugarCRM

AUGUST 19, 2020

Best-Selling Author and Expert Micah Solomon Addresses the Importance of Customer Experience Management and Strategy. Register for our free CX webinar series here and join us as Micah digs in further on customer service in the experience economy. Q: Why is a customer experience strategy (CX) so important today? .

Customer Experience Management 48

Customer Experience Management Mystery Shopping Customer Experience Mystery Shopper 48

Zendesk

SEPTEMBER 23, 2022

The pressure is on healthcare companies to deliver a better end-to-end customer experience—otherwise, it is truly an insult to injury. Only 18% of healthcare customer service agents say they are effective at finding the information needed to do their job well. Success is within reach.

Healthcare 52

Healthcare CX Hospitality Hospitality 52

Beyond Philosophy

OCTOBER 18, 2019

about his experience with Airbnb when writing his latest book, The Airbnb Way. Dr. Michelli is considered a global guru for Customer Service. He works with organizations and leadership to change their experience to be better for both their customers and their employees. The post What is the Secret of Airbnb?

Hospitality 94

Hospitality Hospitality Customer Loyalty Customer Experience 94

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.

Customer Experience 121

Customer Experience NPS Text Analytics Customer Satisfaction 121

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. Member and customer experience.

Customer Experience 61

Customer Experience Hospitality Hospitality Education 61

Fonolo

MARCH 26, 2019

Call center agents are likely to have many, many conversations over the course of a work day, so it’s easy to forget the importance of each and every interaction you have with a customer on the line. When handling multiple customer service tickets each day, using certain phrases or expressions can become second nature.

Hospitality 127

Hospitality Hospitality Omnichannel Technology 127

Doing CX Right

MAY 1, 2021

Learn customer service lessons from incredible story. The post How Great Customer Service Can Turn Anger Into Happiness appeared first on Doing CX Right. Mistakes happen as we're human. Yet, how employees respond can make or break brand reputation.

Customer Service 59

Customer Service CX Hospitality Hospitality 59

Fonolo

OCTOBER 6, 2020

One of the things we love hearing from our happy customers is that we spotted a problem before they did. This is the best way to prevent damage and creates a very personal, attentive service; you make them feel special. Customers don’t want to call you in the first place; they definitely don’t want to call you twice.

Hospitality 126

Hospitality Hospitality Customer Satisfaction CX 126

Doing CX Right

MAY 1, 2021

Learn customer service lessons from incredible story. The post How Great Customer Service Can Turn Anger Into Happiness appeared first on Doing CX Right. Mistakes happen as we're human. Yet, how employees respond can make or break brand reputation.

Customer Service 52

Customer Service CX Hospitality Hospitality 52

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. It’s useful for any type of customer interaction. Benefits of measuring customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

SurveySensum

DECEMBER 2, 2021

So, what constitutes a good NPS score for the hospitality industry may not apply to the retail industry. The macro and micro factors existing in each industry, the level of customer experience expected and provided, the size of the industry are some variables that make it difficult to have a common benchmark for a Net Promoter Score.

Net Promoter Score 52

Net Promoter Score NPS Text Analytics Hospitality 52

1 to 1

APRIL 28, 2015

As companies continue to gain deeper proficiency using the Internet of Things for a range of applications (to monitor a patient's vital signs in a hospital, for enhanced connectivity between automobiles, drivers, and automakers, etc.), decision-makers will need to pay careful attention to how IoT influences the customer experience.

Customer Experience 53

Customer Experience Hospitality Hospitality Customer Loyalty 53

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world.

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Fonolo

JULY 5, 2023

This is the best way to prevent damage and creates a very personal, attentive service. The best way to approach customer service is to be proactive: solve a problem before a customer notices and their respect and appreciation of your brand will get a massive boost. Customers don’t want to call you in the first place.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

Beyond Philosophy

MARCH 6, 2017

When we meet new clients at our customer experience consultancy, they often tell us they create value for their customers by offering low prices. They think “value” means “price,” and they believe that customers want to save money more than anything else. Revolutionary Thinking on Customer Loyalty.

Hospitality 118

Hospitality Hospitality Social Media Customer Loyalty 118

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Fonolo

APRIL 4, 2023

Customer service expectations in the contact center continue to increase, and only the best businesses keep up. Customer service statistics show that superior CX generates more return customers, increases loyalty, and helps generate higher profits. Source: ArenaCX Customers are 5.1

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

CX 57

CX Hospitality Hospitality VOC 57

Chip Bell

MAY 12, 2020

Lingerie factories began making camouflage netting; baby carriages were retrofitted into field hospital food carts. During World War II, 17 million new civilian jobs were created, industrial productivity increased by 96 percent, and corporate profits after taxes doubled. Much of the industrial world retooled to support the troops.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Education Retail 167

Chip Bell

SEPTEMBER 15, 2020

“He’s back in the hospital,” the waitress told me as if was a widely known fact. “You know he had a heart attack and has been out for the last two months.” The staff was noticeably happy and eager to please. The food was excellent; the ambiance peaceful, and I felt compelled to pass my compliments to the owner.

Hospitality 58

Hospitality Hospitality Government Customer Relationship 58

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Omnichannel NPS 128

1 to 1

JUNE 16, 2015

The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers.

Healthcare 50

Healthcare Hospitality Hospitality Customer Loyalty 50

Zendesk

JUNE 15, 2023

As the face of an organization, customer service is a critical component of any business. With customer expectations constantly evolving, the role of customer service professionals has become increasingly complex, requiring a unique set of skills, knowledge, and expertise.

Customer Service 52

Customer Service Hospitality Hospitality Education 52

SugarCRM

FEBRUARY 9, 2021

If you’re not paying attention to customer experience, you may be ignoring a mission-critical factor for your organization. Find out why customer experience is so important, and get some tips for attending to it in your business. A Better Experience Equals a Higher Price Point. Travel/Airline: 10% more.

Customer Experience 49

Customer Experience CRM Customer Loyalty Hospitality 49

SurveySensum

AUGUST 24, 2023

According to the Harvard Business Review article, Kick-Ass Customer Service , 81% of customers stated that they intend to take care of matters by themselves before reaching out to a customer service representative. And this will enable you to retain your customers and make them feel loyal to your brand.

Touchpoint 52

Touchpoint AI Hospitality Hospitality 52

Bill Quiseng

DECEMBER 24, 2022

I hope that you have gained some insight into how to Deliver the World’s Best Customer Experience by not just serving to satisfy customers, but rather to WOW them. Ever since I had my stroke in April last year, writing has been literally a labor of love. I want to thank each of you for reading my blog this year.

Customer Experience 15

Customer Experience Hospitality Hospitality Customer Satisfaction 15