Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want unique, special and innovative.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332

ProProfs Chat

AUGUST 28, 2020

That’s why customers have higher expectations from you. Looking at growing customer expectations, 70% of businesses are working towards improving the customer experience as they expect more personalization.”. Customers also expect flexibility and consistency when communicating with a brand.

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

PeopleMetrics

JANUARY 21, 2025

Net Promoter Score (NPS) has been a cornerstone of Voice of the Customer (VoC) programs for decades. As I wrote in Listen or Die in 2017, NPS is simple, powerful, and universally understooda trusted measure of how well youre building loyalty among your customers.

NPS 118

NPS Net Promoter Score e-support Loyalty 118

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment. April 28, 2017). June 21, 2022).

B2B 339

B2B Customer Journeys How To Effort Score 339

GetFeedback

JULY 24, 2018

Every department influences customer sentiment, whether they realize it or not. Marketing and sales tend to shape the pre-sale experience, communicating value and setting customer expectations for later. When a lead becomes a customer, the baton is passed to product, customer service, and operations.

Video 277

Video Customer Experience How To Customer Journeys 277

SuiteCX

FEBRUARY 7, 2017

Step 1 – Understand your customers. Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. You can’t understand what your customers expect and want by sitting in your office. Here is to a growth oriented 2017! Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Step 1 – Understand your customers. Of course this sounds easy but this will require you actually get involved with your customers and do some journey mapping. You can’t understand what your customers expect and want by sitting in your office. Here is to a growth oriented 2017! Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience.

Conference 244

Conference Study Sales Leadership 244

Wired and Dangerous

JANUARY 3, 2017

Welcome to 2017! We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of innovative service – consistently providing customers with a unique and unexpected customer experience creation. We hope 2017 is your best year ever! Chip and John.

Innovation 79

Innovation Entertainment System Communication 79

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

ECXO

APRIL 1, 2021

This article will provide insight into what a surprise and delight strategy is, identifying essential considerations and eventual pitfalls that businesses should be aware of concerning the customer experience strategy. Potentially, the most significant consideration factor regarding a surprise and delight strategy. 1993) (Mattila, 2013).”

Strategy 296

Strategy Exercises Study Customer Expectations 296

Lumoa

FEBRUARY 9, 2023

B2C Customer Experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company. Same as with B2B customers, B2C customers expect a consistent and personalized omnichannel experience. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Also, customer journey mapping helps build a 360-degree picture of the customer.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

CloudCherry

MARCH 12, 2018

Believe it or not, companies aren’t doing a great job at Customer Experience. Forrester’s 2017 CX Index for UK companies has revealed that customer experience quality has declined for most companies and verticals. Also, customer journey mapping helps build a 360-degree picture of the customer.

Customer Journeys 170

Customer Journeys Customer Experience Touchpoint Report 170

Customer Bliss

DECEMBER 22, 2016

This post originally appeared on the CCO 2017 website. In today’s dynamic business environment, the one thing that should be of constant importance is the value of the customer as the lifeline of any organisation. Corinium: What should customer experience executives prioritise in order to be successful?

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

Experience Investigators by 360Connext

OCTOBER 4, 2017

RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! Jeannie Walters (@jeanniecw) October 4, 2017. So let’s unpack that a bit… First, customer service and CX are often used interchangeably. Take, for example, this piece in the British Museum of a customer complaint etched in stone!

Customer Service 181

Customer Service Social Media NPS Customers 181

Vonage

OCTOBER 2, 2017

It’s therefore not surprising that many businesses have concerns about social media customer service. However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. Every company in the world will have at least one unhappy customer, but it’s what you do about it that really counts.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

It’s therefore not surprising that many businesses have concerns about social media customer service. However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. Every company in the world will have at least one unhappy customer, but it’s what you do about it that really counts.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics. Entrepreneur) What makes a brand strong in 2017?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

ShepHyken

AUGUST 7, 2017

Is The Customer Service “Department” Becoming Obsolete? TCFCR) Let’s face it, most Customer Service Departments were created, and still exist, to deal with a mismatch between customer expectations and what a business delivers. by Mike Wittenstein. Follow on Twitter: @Hyken.

Customer Service 17

Customer Service Social Media Chatbots Ecommerce 17

CSM Magazine

MARCH 25, 2025

The expansion of its flagship event comes at a critical time for the CX industry, with artificial intelligence rapidly evolving, cost of living pressures continuing, and volatile energy prices creating significant challenges for contact centres and frontline customer service staff.

Groups 52

Groups Case Study Innovation Technology 52

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon.

Customer Service 69

Customer Service Customer Service Training Loyalty Hotels 69

ShepHyken

AUGUST 28, 2017

One of the most important aspects of doing business for almost any company is customer service. In order to develop a loyal customer base and thrive, companies often need to go above and beyond customer expectations. company claims to prioritize customer needs, only a few are able to do so successfully.

Customer Service 82

Customer Service Contact Center Ecommerce Loyalty Programs 82

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. Let’s look at some facts.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

Wired and Dangerous

DECEMBER 19, 2016

Resolve to break your negative habits in 2017 and approach every day with an attitude of gratitude. Our best wishes for a great holiday season as well as for a very happy and prosperous 2017! P.S. Be sure to catch Chip’s great recent LinkedIn post: https://www.linkedin.com/pulse/serving-customers-when-pain-involved-chip-bell?

Fashion 70

Fashion Communication Customer Expectations Customers 70

NICE inContact

SEPTEMBER 8, 2017

The scenario is a win-win for all: not only for agents but also for customers expecting the same high level of service from your contact center 24/7. Studies confirm that customers will pay more for top-quality service. Download your report, Drive Revenue With Great Customer Experience, 2017.

Contact Center 120

Contact Center Financial Report Customer Expectations 120

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Creating a New Self-Service Solution in Banking.

Self Service 63

Self Service Financial Banking Exercises 63

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. So it may be surprising that a bank that started in the late 1980s is leading the way in the UK. out of 100).

Case Study 148

Case Study Banking Study Hospitality 148

GetFeedback

JUNE 12, 2019

In the previous section, we began by asking ourselves to make educated guesses about what our customers expect at each touchpoint; NPS survey comments help us confirm many of these hypotheses with real feedback from actual customers. Ensure that you’re collecting customer data effectively.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. 83% of customers expect immediate engage when contacting a company.

Customer Service 246

Customer Service Apparel Abandon Rate ROI 246

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis.

Contact Center 120

Contact Center Omni-Channel Interaction Customer Expectations 120

NICE inContact

SEPTEMBER 30, 2019

In our webinar, Boost Contact Center KPIs with Advanced Chat for CXone , you’ll can learn key findings as well as how chat has helped ECSI — customized digital solutions for higher education—transform its contact center , improve its KPIs (key performance indicators) and exceed customer expectations.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

ShepHyken

JUNE 29, 2021

‘On your side, by your side’ – Being the customer’s advocate. A customer-obsessed organization listens to their clients and takes actions based on the information that they receive. In 2017, it would have taken 17 interactions with a brand to close a typical B2B transaction.

B2B 148

B2B Leadership Brands Consulting 148

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

C3Centricity

SEPTEMBER 16, 2019

ACSI is still below its high watermark from 2017, yet GDP growth has, by and large, increased over the same time periods.". It’s also untenable for customer satisfaction to weaken and for consumer spending to strengthen in the long run. UK Customer Satisfaction Index 2019. Are you living up to your customers’ expectations?

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184