Steven Van Belleghem

JUNE 27, 2022

This change does not just have to do with the evolved attitude of customers. Just think about what that means for a company like Meta: they lost 200 billion of their value in just a couple of days. So it is crucial that you think hard today about how you will be able to earn and re-earn the right to customer data in the coming years.

Customer Loyalty 113

Customer Loyalty Retail CX Technology 113

Shep Hyken

AUGUST 20, 2021

He writes about how companies can secure their current customers’ repeat business. Every entrepreneur knows how important repeat customer business is for the overall success of their enterprises. This continual repeat business can be key for catapulting your company into greater levels of success!

Social Media 141

Social Media Customer Expectations B2B Customer Loyalty 141

Steven Van Belleghem

MAY 29, 2022

Always try to figure out how your company can help save your customers’ time, which is probably the most important resource in their life. This concept is what made the tech giants big and it can help commodity businesses offer their customers convenience in ways that make them stand out from other companies.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Shep Hyken

AUGUST 27, 2021

He writes about how customer experience can determine the lifeline of a business. It is the volume of customers that makes the difference to a considerable extent. Hence, customer satisfaction has become a very important factor for the sustainability of a business. Customer experience leads to customer satisfaction .

Customer Experience 136

Customer Experience Finance Touchpoint Customer Satisfaction 136

Shep Hyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. .

Customer Experience 145

Customer Experience Customer Service Customer Survey 145

Intercom, Inc.

JUNE 10, 2020

Also known as Product Intuition or Product Instinct or Product Taste, it is the idea that you can use your own judgment to (1) accurately predict what your customers need, want and value, and (2) design and ship the right solution for them. Here, I will tackle some of the common questions around it: Does it exist? Who has it?

B2B 291

B2B Engineering Start-ups Transportation 291

Steven Van Belleghem

NOVEMBER 26, 2021

The hype around the NFTs really took off when the tech was used to sell digital art. People really started to notice the phenomenon with the sale of Beeple’s – aka Mike Winkelmann – digital piece of art “EVERYDAYS: THE FIRST 5000 DAYS” for no less than $69,346,250. Changing the game of customer loyalty. What on earth is an NFT?

Customer Loyalty 131

Customer Loyalty Gaming Entertainment Sports 131

Steven Van Belleghem

NOVEMBER 27, 2022

That goes for your customers, too. Yes, companies are facing hard times, but it is not up to your customers to care and forgive you for any suboptimal CX experience. To be blunt, it is certainly not their problem that you had to cut costs because your energy bill is 10 times as high as last year’s.

Customer Experience 96

Customer Experience CX Start-ups Gaming 96

Futurelab

MAY 2, 2022

Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Shep Hyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review. My Comment: This really isn’t an article. Here are my top five picks from last week. It’s a video.

Customer Service 65

Customer Service Start-ups Retail CX 65

Intercom

MARCH 10, 2022

And, as society reopens, it is vital to maintain ease of movement between in-store and online channels – not just for your customers, but for your teams. Great e-commerce experiences for customers are built on speedy responses, instantaneous gratification, and convenience – this is no easy feat to provide.

E-commerce 104

E-commerce Customer Experience Omnichannel Start-ups 104

Futurelab

MARCH 20, 2022

Obviously, there are two sides to every story, and the customer’s version is the most important side of this story. How this dilemma affects customers It’s no secret to customers that companies spend more time, effort, money, and other resources targeting new customers than on keeping existing customers. (AT&T

Gaming 130

Gaming Omnichannel Start-ups Customer Experience 130

Experience Investigators

APRIL 11, 2023

But what really is the meaning of quality? ” Where does quality fit in the context of customer experience? .” ” Where does quality fit in the context of customer experience? Well, I’m betting your definition of what quality means to your customers might just differ from their version.

Customer Journey Map 59

Customer Journey Map B2B Invoicing Manufacturing 59

Aquire

DECEMBER 16, 2021

Customer loyalty taps into who we are — a central part of our humanity is our desire to build connections, after all. Customers want to be able to trust brands and feel comfortable in doing business with them. Being loyal not only saves a whole lot of hassle, it makes us feel good. What is customer loyalty?

Customer Loyalty 98

Customer Loyalty Social Media Omnichannel Customer Journey Map 98

Beyond Philosophy

MAY 10, 2017

But how can I be loyal to Florida grocer Publix and also their competitor Winn-Dixie? Can I be loyal to American, United and Delta? And it makes you wonder, why do we call them “loyalty” programs if they don’t make customers loyal? Most of us are loyal to our families and friends. What is Loyalty Anyway?

Data Mining 138

Data Mining Customer Loyalty Retail Education 138

Inside Customer Service

APRIL 8, 2021

We're working on ways to Wow our customers." It's a message I receive from a lot of subscribers to the Customer Service Tip of the Week, my free weekly email. What is a customer service wow? Wow customer service is an experience that exceeds the customer's expectations. My surprising advice? Forget about wow.

Sports 182

Sports Contact Center Retail Customer Service 182

Shep Hyken

MAY 3, 2022

Customer Service and Issue Centricity. Empowering Customer Support Agents with Data. Shep Hyken interviews Devin Poole, Senior Director of CX Strategy at Dixa , the groundbreaking conversational customer service platform. They discuss connecting with customers using intelligence, empathy, and the right information.

CX 103

CX Customer Service Sales Customer Experience 103

Shep Hyken

JULY 9, 2021

He writes about how to cultivate a customer community. All company leaders know that their customers are the lifeline of their business — without loyal customers who would rather choose your product or service over one of your competitors, your business could ultimately become stagnant and fail.

E-commerce 122

E-commerce Social Media Manufacturing Management Consulting 122

Intercom, Inc.

SEPTEMBER 22, 2020

Strong customer relationships are more important than ever for business success, but the old ways of communicating and building relationships with customers are broken. Old communication tools, like email and forms, simply don’t match the ways modern customers want to talk, connect, and receive help.

Gambling 211

Gambling B2B Education Business Growth 211

Lumoa

JANUARY 2, 2023

Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Transactional Net Promoter Score (tNPS) is a measure of customer satisfaction. Key Takeaways.

Net Promoter Score 83

Net Promoter Score NPS Customer Satisfaction Customer Feedback 83

Beyond Philosophy

MAY 7, 2020

Do you love your cable company? . People almost universally align on their distaste for their cable company. Cable companies are an excellent example of what NOT to do with your experience to promote customer-driven growth. They give things to new customers only. If you do, you are in the minority.

Customer Acquisition 175

Customer Acquisition Start-ups Transportation Sports 175

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Now, Jose was not your everyday, ordinary lion, oh no, he was much more than that. But Jose, our lion hero, had a different perspective.

Customer Experience 94

Customer Experience Start-ups Customer Feedback Sales 94

Callminer

DECEMBER 11, 2018

None of the other channels open to customers, such as app, text, social etc. As a result, they may drive more frustration with customers than success. Customers pick up the phone when they have problems to solve. The two dominant channels are telephone and website/chat. From US survey results in The CallMiner Index.

Legal 196

Legal Customer Experience 196

Fonolo

OCTOBER 5, 2021

The reviews for your contact center are in—but they won’t be found in the newspaper or on Rotten Tomatoes. You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. How is NPS calculated?

Net Promoter Score 153

Net Promoter Score NPS Contact Center Business Growth 153

Callminer

FEBRUARY 26, 2019

I was prompted by a BBC.com articled entitled ‘ Which banks do customers love or hate? ’ The research by the UK’s Competition and Markets Authority (CMA) into the customer service rankings of 16 UK banks shows a whopping 36% difference between the highest and lowest scoring banks. billion per annum.

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Beyond Philosophy

SEPTEMBER 10, 2020

Your love for the team makes them the best, and your “hope springs eternal” that this year will be their year. One time, a gentleman who worked at an oil company picked me up for a speaking engagement in Austin, Texas. For example, I think the Luton Town Football Club is the best team in the world.

Start-ups 183

Start-ups Sports CX Customer Experience 183

Intercom

JUNE 2, 2022

From the CEO and the management team to the intern fresh out of college, every employee or business owner has unique qualities that position them to bring excellent customer experiences to life. And for Elizabeth Dixon , even the smallest action can cause ripples that turn customers into loyal advocates.

Customer Experience 111

Customer Experience CX Start-ups Innovation 111

Intercom, Inc.

MARCH 12, 2020

What hasn’t changed is people’s innate desire to be treated as the valued customers they are while having their problem solved. There are now more ways than ever to help your customers solve their problems. Customers don’t mind knowing it’s automated, but they like it when the experience feels natural and personalized.

Start-ups 164

Start-ups Entertainment Customer Service Artificial Intelligence 164

SixteenVentures

MARCH 19, 2023

In Customer Success we’re always concerned with the status of our customers. And while all of that is obviously what we should be looking at in our Customer Success operation, there’s another type of customer status that we very often overlook. Let’s explore, shall we?

Gaming 46

Gaming Sales 46

Intercom, Inc.

APRIL 28, 2022

The idea behind the funnel is quite simple – marketers craft campaigns to capture potential customers’ attention and slowly nurture them until they are ready to be handed off to the sales team, which guides them through the purchasing stage until they become paying customers and, hopefully, loyal advocates. Short on time?

CRM 118

CRM Start-ups Sales Customer Journey Map 118

Callminer

NOVEMBER 27, 2018

I was fascinated by a story about the cost of complaints based on a study by the Institute of Customer Service. The research suggested that time wasted by customers making complaints, and the cost to businesses and their suppliers in dealing with them, cost the UK economy £190bn a year in lost productivity. So how can technology help?

Artificial Intelligence 186

Artificial Intelligence Technology Technology Innovation 186

SurveySensum

DECEMBER 26, 2023

A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. Bottom line: if you want to keep your customers, keep your promises.

Customer Service 52

Customer Service Customer Loyalty Sports Social Media 52

Intercom, Inc.

OCTOBER 22, 2020

Today, numerous studies echo this sentiment: a recent report from Forrester found that brands with a superior customer experience bring in 5.7 And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. times more revenue than their competitors.

CX 218

CX Voice of the Customer Sentiment Analysis Close the Loop 218

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

Fonolo

SEPTEMBER 16, 2021

Studies have proven that tone of voice in customer service is even more important to a successful interaction than the specific words that are being said, and that an agent’s energy will translate to their customer even without face-to-face interaction. The Secret Sauce for Increasing Customer Happiness.

Customer Service 167

Customer Service Social Media Start-ups Technology 167

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. A prospect may also encounter your brand through word-of-mouth or a customer referral.

Customer Retention 124

Customer Retention Sales Business Growth 124