Customer Care Customer Journeys Customer Service Training 
Comm100
DECEMBER 19, 2017
Customers are smarter than before, and most of them already know your products and services intimately, based on online research or referrals, before making a purchase. These enlightened customers demand a certain quality of interaction and service from your company. Identifying gaps in the customer experience.
Bill Quiseng
NOVEMBER 1, 2023
Many CX professionals have advocated CX as strategies that explain customer journey mapping, the Peak End Rule, or innovative speed technologies among others. You may have been happy because your customers felt satisfied with their experience. But no more.This is our time for a CX Revolution! Why only three?
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Bill Quiseng
NOVEMBER 22, 2023
Many CX professionals have advocated CX as strategies such as AI, online, self-service, telephone, and face-to-face customer support, customer journey mapping, the Peak End Rule, NPS, CSAT, CES, or other CX metrics, and many innovative technologies to improvetheir customers’ experiences.
ShepHyken
JULY 21, 2024
Annette Franz, CX and journey mapping expert, highlights some of the metrics that help you measure the ROI of CX and capture the attention of your organization’s leadership. As much progress has been made, there is still a long way to go for customers to feel 100% confident when interacting with AI.
Comm100
APRIL 16, 2018
“The golden rule” is advocated whereby each customer is to be treated as an interesting and dignified person. According to Lessons from the Mouse, when customer care agents develop this mindset, they take on every interaction as a chance to share with an interesting person, and as a result, the customer experience is improved.
ShepHyken
AUGUST 29, 2016
My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.
ShepHyken
MAY 28, 2018
Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.
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