The Customer Service Blog

APRIL 2, 2024

But I would argue that both Brady and Gold were not entrepreneurs at all, having been born with ‘silver spoons’ in the mouths, and given ready-made successful companies to run (with a lot of help from hired managers and business executives!!) This was after experimenting with her own home-made natural products created on her kitchen table.

Social Media 52

Social Media Retail Innovation Start-ups 52

Comm100

APRIL 10, 2024

An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. Customer service: The current challenges Traditional customer service procedures face many limitations, with human employees often subjected to stressful experiences daily. The result?

Customer Service 84

Customer Service Predictive Analytics AI Artificial Intelligence 84

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 169

Customer Experience Social Media Manufacturing Gaming 169

Fonolo

NOVEMBER 3, 2020

We were all intimately aware of the importance of customer service — and the frustration of long hold times and poor service. That ‘immediacy’ has now been achieved by many brands. That awareness will stick with them hereafter.” Suddenly, customer insights became the golden ticket!” CEO at CXJourney Inc.

Customer Satisfaction 167

Customer Satisfaction Contact Center Healthcare CX 167

Fonolo

JANUARY 7, 2021

How well you service and support your customers will distinctly impact how your customers feel about your brand, product, or service. How to Improve Customer Perception of Your Brand. How customers perceive your service will affect their satisfaction with your whole brand. What determines customer perception of service?

Customer Expectations 171

Customer Expectations Customer Satisfaction Contact Center CX 171

Customer Think

MAY 4, 2023

Bob Passikoff of Brand Keys stated that “For Wall Street it (Brand Disappointment) was about missing expectations regarding new subscriptions and new customers. And the brand disappointment thereof, with a forecast below analyst expectations and estimates for the next three months.” Let the customer do extra work!

Customer Loyalty 69

Customer Loyalty Retail Technology Technology 69

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. Furthermore, customers remember their good and bad experiences with brands. Furthermore, customers remember their good and bad experiences with brands.

Net Promoter Score 94

Net Promoter Score Customer Experience NPS Start-ups 94

ECXO

JUNE 15, 2021

I have been asked a lot what it means in practice to be customer-centric and how to get everyone on board in the company? Customer-centricity results as an outcome offering a great experience to the customer across all touchpoints: from the awareness stage, through the purchasing process and finally through the loyalty process.

Customer Satisfaction 120

Customer Satisfaction B2C Omnichannel CX 120

Totango

MARCH 8, 2022

Here’s our guide to the top customer success communities in 2022 and what they have to offer. First, we’ll take a look at just what a customer success community is and what the benefits of being involved in one are. What Is a Customer Success Community? Support CS managers with information and advice from the community.

Social Media 115

Social Media B2B Customer Loyalty Start-ups 115

Fonolo

SEPTEMBER 19, 2018

That being said: Social media platforms aren’t solely used for public brand-shaming. In addition to monitoring and responding to customer support requests in a timely and educated fashion, companies can think ahead and employ social media in other ways that will boost overall customer experience.

Social Media 237

Social Media Contact Center Non-Profits Education 237

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 107

B2B B2C Customer Experience Net Promoter Score 107

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game.

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

SurveySensum

SEPTEMBER 1, 2023

We live in a world where 93% of users don’t take any action before reading a review about a brand. In such a world, you can’t afford to know what your customer needs. The data will show you if it benefited them and what they liked about it. Not convinced just yet? You don’t have to write everything manually.

Customer Survey 52

Customer Survey Text Analytics Close the Loop Start-ups 52

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. For example, there are plenty of good customer experience books to read if you want to learn more about customer experience.

Customer Experience 94

Customer Experience Customer Experience Management CX Start-ups 94

Uniphore

OCTOBER 4, 2021

People increasingly expect excellent experiences every time they speak to a brand. Indeed, a recent PwC report found that the keys to great customer experiences are “speed, convenience, consistency, friendliness and human touch.” But importantly, it’s also critical to know what customers want and when they want it.

Customer Service 100

Customer Service AI Innovation Technology 100

Experience Investigators

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. But what are they, really? That’s what we’ll tackle today. What is a Customer Persona? What is a Customer Persona? What will these personas be used for?

Customer Journey Map 136

Customer Journey Map B2B B2C CX 136

Beyond Philosophy

APRIL 2, 2020

Apple has an excellent experience. Why do I like Apple’s experience? What we do want is to know how to facilitate customer-driven growth. In a recent podcast , we outlined some things happening every day in Apple’s experience, where you can see Behavioral Economics and psychology playing out in the real world.

Retail 159

Retail Customer Experience Sales Technology 159

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 91

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 91

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Then this guide is for you. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

SurveySensum

JULY 13, 2023

According to a research report by PwC titled, “ Experience is Everything ”, 73% of the customers pointed to customer experience as an important factor in their shopping experience. Yet only 49% of the customers said that they had positive customer experiences with companies. Then this guide is for you. Why Survey?

Retail 52

Retail Customer Experience Touchpoint Social Media 52

Beyond Philosophy

SEPTEMBER 17, 2020

Furthermore, in 2005 at the height of Apple’s existence, Townsend was clear that much of the brand’s popularity was due to its design, which was beautiful, intelligent, and simple—right down to the box it came in. . What surprised me about the box was how tightly the lid fits.

Retail 164

Retail Customer Experience CX 164

Steven Van Belleghem

DECEMBER 6, 2021

Shep Hyken, customer service & experience expert and author of ‘I’ll Be Back’. Customers are smarter than ever and know what a good CX looks and feels like. Customers are smarter than ever and know what a good CX looks and feels like. They no longer compare a company or brand to its direct competitor.

CX 123

CX Customer Experience Non-Profits Social Media 123

Beyond Philosophy

MAY 31, 2019

However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. We don’t choose between experiences; we choose between the memories of experiences.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Lumoa

JANUARY 27, 2023

Civil rights activist Maya Angelou once said that people will forget what you said or did but will always remember how you made them feel. In This Article: What is a Customer Experience Audit Checklist? A customer’s experience (CX) is an essential part of every transaction and can affect brand loyalty and sales.

Customer Journey Map 83

Customer Journey Map Customer Service Customer Experience Touchpoint 83

Totango

MARCH 26, 2021

What is a Customer Lifecycle? In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Today’s Customer Lifecycle Is Technology-driven.

Net Promoter Score 66

Net Promoter Score Social Media Education Sales 66

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. But the need to deliver an outstanding customer experience hasn’t. According to research, 95% of consumers believe customer experience is the key to brand loyalty. In This Article: What is Customer Experience and Why Is it Important?

Retail 94

Retail Net Promoter Score Customer Experience CX 94

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 72

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 72

Win the Customer

SEPTEMBER 15, 2020

Like any other industry, there’s always room for improvement in call center customer experiences. Call centers must deliver the best customer experience from jump, or else risk dealing with an unsatisfied customer, and getting negative press. Here are 7 tips for call centers to improve customer experiences: 1. Be Responsive.

Customer Experience 157

Customer Experience Omnichannel CRM Contact Center 157

Zendesk

JUNE 21, 2023

Brand advocacy can be a very effective tool for businesses looking to get the word out and expand market reach. There are several different types of brand advocates, all of which can positively impact your business. What is brand advocacy? Benefits of brand advocacy What is a brand advocate?

Social Media 52

Social Media Net Promoter Score Education Construction 52

Intercom, Inc.

MARCH 15, 2021

As the saying goes: you can’t be what you can’t see. What Leandra’s story highlights is the need to be able to see people like you – that is, people of the same gender, race, ethnicity, sexual orientation, and background – succeeding at every level. Sharing what their advice helped me achieve reinforces that relationship.”.

Engineering 209

Engineering 209

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. In today’s competitive­ and digital landscape, CX can either build or break a brand. Find out more about why it’s becoming increasingly popular and what businesses and customers benefit from it.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 122

Customer Experience Government CX Customer Loyalty 122

Steven Van Belleghem

NOVEMBER 21, 2023

Culture Built My Brand: The Secret to Winning More Customers Through Company Culture, by Mark Miller & Ted Vaughn (2021) Too many executive leaders settle for inadequate employee performance, mediocre outcomes, and unremarkable earnings. You have to be better than that, giving them experiences that they won’t forget.

Innovation 62

Innovation Customer Service Retail Customer Experience 62

SurveySensum

JANUARY 30, 2024

A few months ago, I interviewed candidates for the Customer Experience Head position in our team. That got me thinking – what interview questions really help identify a great CX professional? Understanding the Company’s CX Vision “What does ‘customer experience’ mean to you, and how is it measured?”

CX 52

CX Customer Experience Customer Feedback Customer Satisfaction 52

Totango

OCTOBER 20, 2021

Customer journey optimization lets you map a path to consistently satisfying experiences throughout client lifecycles. This delivers better service for your customers and better results for your company, promoting higher retention rates and greater motivation for customers to become brand advocates.

Customer Journey Map 62

Customer Journey Map Touchpoint Customer Satisfaction Start-ups 62

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Interestingly, Employee Experience or Partner Experience can be substituted for CX below.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. In particular, the EQ of an individual is a crucial indicator of their success when it comes to the emotional management of customers. So, what is EQ?

Customer Service 78

Customer Service Customer Relationship Customer Experience 78