Shep Hyken

JULY 16, 2021

He writes about creating a better experience for customers when they come into a store. However, the truth is that the Covid-19 pandemic probably only accelerated what was happening already. To compete, brick and mortar stores have to do whatever they can to provide excellent customer experiences with every contact they have.

E-commerce 127

E-commerce Retail Sales CRM 127

Kerry Bodine

MAY 11, 2020

As cities and countries around the world grapple with plans to reopen, we’re all wondering what our “new normal” will look like — both personally and professionally. But if you’re reading this post, you don’t have the luxury of sitting on the sidelines and watching it unfold. What parts of your experience can or should stay the same?

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

Execs In The Know

APRIL 5, 2024

Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. Customers anticipate this level of continuity in their interactions with brands, reflecting a shift towards channel-agnostic, lifelong conversations. The panel fell on Pi Day.

Contact Center 52

Contact Center AI Social Media CX 52

Beyond Philosophy

AUGUST 11, 2022

I posted on LinkedIn recently that the world is going mad (or crazy, depending on which side of the pond you read this). Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. Sure, it happens, I thought.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

Lumoa

JULY 21, 2022

The global pandemic had a detrimental impact on most industries, but European telecom providers have emerged relatively unscathed. There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Fonolo

SEPTEMBER 28, 2022

Every call center knows customer feedback is precious. That’s why we invest staff, time, and technology budgets into call center software and organic outreach to learn how customers feel about the service they receive. But what kind of questions should you include? What is an After-Call Survey For? Keep that in mind.

Net Promoter Score 138

Net Promoter Score Contact Center Healthcare Customer Satisfaction 138

Uniphore

DECEMBER 17, 2021

The adoption of digital healthcare skyrocketed during the pandemic, exposing both persistent issues for payers as well as opportunities. This means that the more than 900 payers 1 in the current U.S. on a 100-point scale for customer satisfaction, which Forrester categorizes as an “OK” rating.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Lumoa

AUGUST 23, 2021

Before we begin, we’d like to acknowledge the reality that COVID-19 is still an active pandemic. Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world.

Customer Experience 94

Customer Experience Social Media CX Customer Retention 94

Steven Van Belleghem

JANUARY 10, 2023

TikTok: What’s Next 2023 Trend Report. The TikTok What’s Next Report 2023 is designed to help marketers understand how consumers’ wants and needs will change in the upcoming year and what that will mean for their strategies, both on and off of TikTok. Community-Built Ideals. Check the report here.

CX 134

CX Entertainment AI Engineering 134

Fonolo

DECEMBER 15, 2020

It means creating buffer systems and fail-safes against unexpected failures. In a contact center, this means hiring different people, operating on other channels, and building an environment that fosters creative thinking. Being careful means developing contingency plans. Being careful means developing contingency plans.

Contact Center 147

Contact Center Omnichannel Engineering Technology 147

Intercom, Inc.

JULY 29, 2021

What started as a few gigs selling media, property, and even bicycles turned into a blooming SaaS career that Mark has been mastering for the last decade at Salesforce, Wrike, and now BrowserStack. Fortunately, Mark had quite a bit of experience working and scaling teams in demanding, hypergrowth environments. Onboarding, but make it remote.

Sales 223

Sales Start-ups Engineering Finance 223

Intercom, Inc.

JUNE 9, 2020

With that comes the need for clear communication and open dialogue with customers and employees alike. These are all key components of a business resilience strategy, one that bolsters up a business that’s faced with challenges and sets it up for growth long-term. In March, McKinsey & Co. Make decisions quickly.

B2B 197

B2B E-commerce Legal Customer Retention 197

ClearAction

DECEMBER 5, 2023

Likewise, for financial growth from customer experience (CX), it’s best to focus on these 4 CX metrics: CX-inspired growth CX-inspired performance CX-inspired strategies CX-inspired efficiencies These 4 metrics synchronize your value proposition and what customers get. alliance, and merger.

CX 62

CX Non-Profits Data Mining Start-ups 62

Zendesk

AUGUST 10, 2021

The global pandemic made staying home and going online a necessity. But what started as an emergency order quickly became the new way of life, giving rise to a truly digital-first marketplace. In fact, the Zendesk Customer Experience Trends Report found that ecommerce sales increased by 30 percent in 2020.

Sales 104

Sales Social Media Gaming Start-ups 104

Beyond Philosophy

APRIL 30, 2020

These times are unprecedented, and no one is sure what to expect. We discussed how these times affect our behavior on a recent podcast , and not just as customers. Moreover, this pandemic presents a unique opportunity to learn more about human behavior and the psychology of a crisis. We are, as they say, in this together.

Healthcare 161

Healthcare Retail CX Customer Experience 161

Beyond Philosophy

DECEMBER 11, 2020

When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. what is a Customer Experience?” This idea was revolutionary in that day, but today, the business world has more or less accepted that emotions are a significant part of interactions with customers.

Net Promoter Score 174

Net Promoter Score Pharmaceutical Customer Journey Map Start-ups 174

Intercom, Inc.

FEBRUARY 9, 2021

It’s no secret that when it comes to support, customer expectations are higher than ever before – but how are support leaders and teams adapting to these increased demands? Nearly two-thirds (58%) would sever their relationship with a business due to poor customer service. Understand how customer expectations are changing.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Intercom, Inc.

JUNE 23, 2020

Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Customer support is undergoing massive, irreversible change.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Fonolo

DECEMBER 2, 2021

Though contact center technology has revolutionized the way agents are able to work remotely, managers and directors are still catching up when it comes to finding and implementing strategies to balance staffing needs. Here’s what we’ll be discussing: Coping strategies for staffing shortages in the contact center.

Contact Center 95

Contact Center Technology Technology Retail 95

Shep Hyken

JULY 12, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The Top Customer Service Trends: Digital Channels Overtake Service Options by Phillip Britt. Here are my top five picks from last week.

Customer Service 116

Customer Service Retail Entertainment Social Media 116

Futurelab

MARCH 20, 2022

I originally wrote today’s post for Momentive.ai. Customer expectations were already changing before COVID-19, but the pandemic has amplified them and accelerated new expectations. As a CX coach working with companies to understand their employees and customers, I was excited to dig into the report’s data.

CX 130

CX Start-ups Customer Experience Customer Expectations 130

Zendesk

SEPTEMBER 7, 2022

That’s certainly been true in the past several years, when a record number of customers flocked to online channels to do their shopping. Almost overnight, retailers big and small had to adapt to a whole new way of serving their customers digitally. Customer story: Wine.com. But that’s table stakes.

Retail 98

Retail CX Non-Profits Omnichannel 98

Fonolo

OCTOBER 29, 2020

To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. A Complete Guide to Customer Perception. Revisit your digital marketing strategy. Manage expectations. Invest in new technology.

Retail 96

Retail E-commerce Contact Center Gaming 96

Totango

NOVEMBER 8, 2021

The COVID-19 pandemic has forced brands to elevate customer experience to stay competitive. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience? What Does It Take to Elevate Customer Experience?

Customer Experience 105

Customer Experience E-commerce Technology Technology 105

Lumoa

SEPTEMBER 16, 2022

NPS is a very sought-after resource that many companies want to use when setting goals for their own NPS strategy. NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. What is a good NPS? 20 means favorable. 50 is excellent.

Net Promoter Score 83

Net Promoter Score NPS Social Media Retail 83

Beyond Philosophy

SEPTEMBER 19, 2020

Customer Science. ‘ Customer Science’ is the fusion between technology, behavioral science and data. This new concept is forming now, making this an exciting time for all us interested in customer-driven growth. It is about using science to understand Customers in a much deeper, meaningful way. Key Takeaways.

Finance 158

Finance Technology Technology AI 158

Totango

DECEMBER 6, 2021

What 2021 Taught SaaS Businesses about Customer Success. As the business world adapted to the challenges of 2021, SaaS companies re-examined what customer success means in today’s digital-first environment. First, we’ll look at how the flywheel model has redefined our understanding of the customer journey.

E-commerce 94

E-commerce Customer Journey Map Sales Technology 94

Execs In The Know

MARCH 14, 2022

Explore emerging ways to create candidate interest & employee retention with Rick Zayas , COPC VP , in a pre-conference workshop at Execs In The Know’s Customer Response Summit (CSR) in Clearwater, Florida, on March 28, 2022. How well do your organization’s customer support roles compare against these criteria?

Contact Center 98

Contact Center CX Innovation 98

Comm100

FEBRUARY 19, 2021

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. Customers have more power than ever to get their voice heard and listened to.

Customer Experience 133

Customer Experience Age of the Customer Construction Social Media 133

Execs In The Know

JANUARY 8, 2023

No matter what industry you’re in, as a CX leader it’s important to stay on top of current outsourcing trends and strategies as you navigate the ecosystem. In this article, we’ll discuss the trends and strategies that we’re currently seeing in the industry that could shape the outsourcing sector in the year ahead.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

Intercom, Inc.

APRIL 29, 2021

On her very first day as Director of Content at 360Learning, she starred as the lead of Onboarding Joei, an original, unscripted docu-series that followed her onboarding experience during her first 90 days. For 360Learning, this means that, every now and then, they like to take an unusual idea and run with it.

Innovation 118

Innovation B2B Start-ups Education 118

Execs In The Know

OCTOBER 14, 2021

The pandemic gave everyone a big push over the edge, and some businesses fell while some flew. Every aspect of its operations — from sales and marketing to customer service to accounting — should be built on a digital framework. What we learned was striking. Again, the pandemic brought more clarity to this picture.

CX 98

CX Customer Loyalty Retail Start-ups 98

Aquire

DECEMBER 21, 2021

We’re well into the holiday season, and, for many, that means preparing for festivities. Since we specialize in customer experience, we made a list (and checked it twice) of New Year’s resolutions to consider to improve your customer service in the new year. Customer service is a tough job as is.

CX 98

CX Artificial Intelligence Innovation Predictive Analytics 98

Shep Hyken

AUGUST 2, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Experience Strategies to Annoy or Delight Your Customers by Phil Britt. Here are my top five picks from last week.

Customer Service 86

Customer Service Hospitality Hospitality Customer Loyalty 86

Shep Hyken

FEBRUARY 28, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. As a result, thoughtful customer experiences that inspire trust and lasting loyalty are rare. Here are my top five picks from last week.

Customer Service 65

Customer Service CX Customer Loyalty Retail 65

Zendesk

DECEMBER 21, 2021

When spending is up and inventory is down, it puts extra pressure on busy customer service teams at a time when ticket volume is already high. How can you support your frontline team through what can be a challenging season? Beyond the basics, companies need to equip customer service reps with the tools they need to do their job well.

CX 98

CX Retail Start-ups Customer Service 98

Beyond Philosophy

NOVEMBER 5, 2020

The last time you looked up product reviews, which ones did you notice first, 5-star, or 1-star? Negativity Bias exists because we worry about what could go wrong instead of what could go right. Most of the stories, particularly now during the pandemic, are bad. Probably more than one. We do it in the news, too.

Customer Experience 129

Customer Experience Customer Loyalty CX 129