InMoment XI

FEBRUARY 14, 2024

It’s easy to fall into the trap of thinking that customer expectations are always changing, and you’ll never be able to keep up. However, all your customers want the same thing: to be able to interact with their brand on their terms. But, it may not be as hard as you think.

Omni-Channel 195

Omni-Channel Customer Experience Social Media Self Service 195

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. In this post, we shall compare five customer expectations in 2021 to their reality. Reality: Customer Service generally feels like sales. .

Customer Experience 106

Customer Experience Self Service Advertising Customer Expectations 106

ShepHyken

MARCH 25, 2019

My Comment: A company that is known for its amazing customer service has it baked into its culture. This article covers three foundations that are the root of a customer-focused culture; purpose, promise and values. My Comment: I’m a big believer in the concept of a convenient and simple customer experience. (I

Customer Service 114

Customer Service Competitive Advantage Trends Culture 114

Horizon CX

JULY 29, 2013

With this in mind, I believe those businesses that understand exactly what their customer’s experiences are at every interaction have a decided competitive advantage. Customer journey mapping is a totally customer-focused concept.

Customer Journeys 100

Customer Journeys Tools Competitive Advantage Government 100

Lumoa

OCTOBER 31, 2018

As more industries continue to be disrupted by smaller, more agile, niche specialists who are better able to meet the needs and expectations of customers, larger, legacy businesses are at serious risk of losing relevance with their customers and potentially ceasing to exist. Customers want unique, special and innovative.

Customer Experience 150

Customer Experience Customer Centricity Culture Consulting 150

ShepHyken

NOVEMBER 22, 2021

If the leadership isn’t getting out of their offices and communicating directly with customers, they are missing the opportunity to hear from one of their best assets, their customers. The Secret to a Superb Customer Service Team? Hiring Actual Customers by Gabrielle Bienasz. Follow on Twitter: @Hyken.

Customer Service 93

Customer Service Retail Competitive Advantage Tips 93

ShepHyken

JANUARY 3, 2018

With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. The customer expects more than ever. They no longer compare you to just your competitors.

Customer Service 118

Customer Service Self Service Tips Social Media 118

Playvox

FEBRUARY 6, 2024

In an era of agent turnover, budget cuts, and fleeting customer loyalty, it’s useful to explore the evolution of quality management from its traditional, compliance-focused roots to a modern, customer-centric approach.

Customer Centricity 83

Customer Centricity Contact Center Management Customer Satisfaction 83

ClearAction

FEBRUARY 13, 2023

In businesses, governments, and nonprofits, “winning” is a matter of meeting or exceeding customer expectations. Leading customer experience excellence means driving a 1-to-1 ratio between what’s expected versus what’s experienced. This is how both luxury and discount brands can have raving fans.

Sports 71

Sports Customer Experience Handbook Case Study 71

ShepHyken

APRIL 25, 2022

Now, as customers start to engage with brands more holistically again, interacting both in-person and virtually, organizations across all sectors need to ensure they are able to meet customer expectations at every touch-point to retain their customers. When a customer takes the time to download an app, it’s a commitment.

Customer Service 66

Customer Service Loyalty Programs Loyalty Competitive Advantage 66

CSM Magazine

OCTOBER 7, 2024

Customer expectations are constantly evolving. Providing top-notch customer support isn’t as simple as having a phone line and a few agents anymore. With so many ways for customers to reach out, it can be overwhelming for companies to manage everything effectively. If they face delays, they’ll quickly turn to competitors.

Contact Center 52

Contact Center Virtual Call Center Contact Center Software Omni-Channel 52

Integrity Solutions

MAY 13, 2021

Customer expectations are higher than ever. No wonder sales managers are worried about whether they have the teams in place to recapture lost ground and take advantage of a rebounding economy. It also empowers them to walk away from an opportunity if what they are offering won’t satisfy a customer’s wants or needs.

Customer relationships 81

Customer relationships Sales Customer Centricity Communication 81

Beyond Philosophy

JUNE 7, 2016

This week, Bob Thompson’s informative, timely blog on strategies companies can use to make customer experience a competitive advantage – and how most neither measure experience nor compete on it – puts me in mind of a line of discussion around customer experience lagniappe. Michael Lowenstein, Ph.D.,

Brands 60

Brands Company Customer Experience Banking 60

ClearAction

APRIL 3, 2015

To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company. It would help chart the course for the org’s competitive advantage. Customer Experience Governance: Do This, Not That.

Engagement 48

Engagement Customer Experience Employee Engagement Government 48

Verint

DECEMBER 19, 2017

While better customer service was naturally front and center at such an event, what we also examined was how communities can help build customer loyalty and brand trust. A modern digital customer service experience is what customers expect and a great online community, available 24x7, delivers that. Those are big.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Thematic

OCTOBER 7, 2024

Benefits of a Clear Voice of Customer Strategy Improved Customer Satisfaction A well-executed VoC strategy enables businesses to better understand and meet customer expectations. This leads to higher customer satisfaction, which directly impacts loyalty and retention.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

SurveySparrow

OCTOBER 13, 2023

Understanding Customer Needs Feedback loops enable businesses to comprehend the precise needs and desires of their customers. By gathering customer feedback, businesses can tailor their products and services to meet their customers’ needs and pave the way for customer-focused innovation.

Feedback 52

Feedback Examples Social Media e-support 52

SurveySparrow

DECEMBER 27, 2023

It could mean making adjustments to products or services to better align with customer expectations and needs. Feedback Loop Closure: It’s important to communicate back to customers about the changes made in response to their feedback. This approach not only enhances customer satisfaction but also builds loyalty.

Voice of Customer 52

Voice of Customer B2B Net Promoter Score Effort Score 52

SurveySparrow

DECEMBER 26, 2023

It could mean making adjustments to products or services to better align with customer expectations and needs. Feedback Loop Closure: It’s important to communicate back to customers about the changes made in response to their feedback. This approach not only enhances customer satisfaction but also builds loyalty.

B2B 52

B2B Net Promoter Score Effort Score NPS 52

DCX

JULY 30, 2024

Sales: Building Relationships, Not Just Closing Deals While traditionally focused on closing deals, a customer-centric Sales department is vital for long-term business success. They have the power to shape customer expectations, align products and services with genuine customer needs, and lay the foundation for lasting relationships.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

Qualtrics

JULY 25, 2020

It is more active because it analyzes the data and provides insights that will help you make better customer-focused decisions as a business. Social listening is important because it gives you valuable insight into what your customers are thinking. Engage with your customers. Why is social listening important?

Social Media 29

Social Media Brands Analysis Metrics 29

GlowTouch

APRIL 24, 2020

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 7 Reasons Why Outsourcing Customer Support Can Give You a Competitive Advantage. In today’s rapidly changing marketplace, business executives often have to make tough choices when it comes to customer support strategy.

Competitive Advantage 52

Competitive Advantage Effort Score Return on Investment Customers 52

Horizon CX

DECEMBER 1, 2023

The Crucial Link Between CX and Strategic Goals: Effectively advocating for customer-centric strategies involves aligning proposals with the overarching strategic goals and objectives of the organization. Strategic Milestone: Amazon’s emphasis on customer satisfaction directly contributes to its strategic milestone of market leadership.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

ProProfs Chat

DECEMBER 12, 2019

We start with what the customer needs and we work backward. If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering. Great customer service is a critical competitive advantage for a business.” ? Jeff Bezos.

Customer Experience 80

Customer Experience Customer Service Advertising Customers 80

Blake Morgan

FEBRUARY 25, 2025

Mailchimps latest research found that 87% of customers engage more with personalized emails, and segmented campaigns boost click-through rates by 54%. Customers expect personalization to save them time, not overwhelm them with irrelevant messages. But where do we draw the line between personalization and intrusion? 8CXLaws.com.

Marketing 59

Marketing How To Competitive Advantage Leadership 59

eGain Blogs

APRIL 9, 2025

These figures represent not merely cost savings but productivity enhancements that create competitive advantage. The Economic Imperative In today’s service economy, where customer expectations rise continuously and operational efficiency determines market position, the traditional approach to knowledge management is untenable.

Net Promoter Score 40

Net Promoter Score Effort Score Average Handle Time Competitive Advantage 40

VDS

MAY 13, 2020

When it comes to evolving customer expectations, companies cannot meet the needs of customers today with what worked in the past. A decade ago, customers expected decent service at a fair price. Just as important as all of this, most customers did not grow up with cell phones in their back pockets.

Customer Centricity 81

Customer Centricity Contact Center Social Media Omni-Channel 81

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Companies that do not have a strategy are destined for failure. Randy Hernandez.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40