ShepHyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. And two years into Covid-19, AI assumes an expanded role in the customer service landscape.

Customer Journeys 75

Customer Journeys Customer Service Call Center Entertainment 75

GetFeedback

AUGUST 14, 2019

In other words, when expectations change, so will the perceived quality and perceived value. Customers change: E xisting customers leave, and new ones come along. New customers may have different needs, expectations, and problems they are trying to solve or jobs to be done than the customers who have left.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Experience Investigators by 360Connext

MAY 11, 2021

This requires cross-functional teams and often includes two levels of responsibilities: A team of leaders who are close to the issues, typically including Marketing, Customer Service, Product Development, and others, organize and report their recommendations for improving the customer experience.

Customer Experience Management 291

Customer Experience Management Customer Journeys Customer Experience Management 291

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Many companies/brands in the past two years have not kept up with their customers’ changing demands and expectations.

Customer Service 66

Customer Service Contact Center Trends Loyalty 66

ShepHyken

JULY 3, 2023

Each week, I read many customer service and customer experience articles from various resources. 100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. But they have to understand their customers and the industry first.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

Integrity Solutions

APRIL 13, 2022

From customer service to marketing to product development, the job of selling is no longer confined to those people working within the sales organization. Let’s take a closer look at this combined sales/service mindset and how you can help non-salespeople deliver even more value to your customers.

Sales 52

Sales Customer Service Banking Training 52

ShepHyken

JULY 29, 2016

This week on our Friends on Friday guest blog post my colleague, Ross Clurman, writes about how important it is to personalize the customer service experience. Regardless of the type of business you are in, there is always an opportunity to personalize the customer experience. Maintain an up-to-date customer database.

Omni-Channel 48

Omni-Channel Customer Service Customer Experience Social Media 48

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Is my strategy flexible enough to cope with change – for example, can I move agents from one channel to another to meet changing levels of demand? Published on: October 26, 2015. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service e-support Retail 48

Lumoa

AUGUST 23, 2021

Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This doesn’t have to be strictly for support chat either. Casper, a pioneer in this method, created a text-bot for insomniacs in 2016.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Wired and Dangerous

JANUARY 15, 2018

So, what is the DNA of customer service? What if we assumed there was a component in the service encounter unique to each customer? If we could “crack the customer’s service DNA code” we could fire off a special experience that encouraged the customer to shoot back their loyalty.

Fashion 105

Fashion Hotels Connections Customers 105

Eptica

APRIL 30, 2021

Author: Pauline Ashenden - Demand Generation Manager The pandemic and lockdowns have increased the focus on the human side of customer service, and particularly, the need for agents and organisations to develop emotional intelligence skills to meet their own and customers’ changing needs.

Call Recording 72

Call Recording Trends Customer Satisfaction Meeting 72

Comm100

APRIL 27, 2020

The good news is that there are lots of ways that companies can structure their teams and set up their customer service systems to meet customer demands and properly allocate their workforce. Omnichannel routing allows companies to connect customers to the right agent at the right time, instantly and automatically.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Blake Morgan

OCTOBER 31, 2022

It has been the most popular way to measure customer experience, but it’s arguably outdated. When it was created it didn’t account for the explosion of digital customer experiences. As customers’ preferences change and brands adjust their CX strategies, metrics have never been more critical.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

Customer Guru

JUNE 19, 2018

Another shocking incident saw its daylight back in 2015 when another Starbucks employee had crossed the line of terrible customer service. Post this incident, the customer, Ruby Chen was apologized to and offered a gift card worth $100. The employees who wronged the customers in both the incidents no longer work with Starbucks.

Policies 89

Policies Video Poor Customer Service Customer Retention 89

TechSee

NOVEMBER 17, 2022

In this post, we will explore the challenges of mobile software support, and how mobile mirroring is bringing visual clarity to support agents and end-users alike, delivering faster, more efficient, and effective customer service. The Smartphone Service Challenge. Smartphones are incredibly capable. Scenario 2.

User Experience 109

User Experience Connections Video Customers 109

Wired and Dangerous

OCTOBER 12, 2015

After a while we all stop seeing the details of our customer’s experience. We cease standing in our customer’s shoes. We fail to keep our customer intelligence current. These days, customers change at light-speed so our intelligence efforts must be in real-time or we will be outdated very quickly.

Training 70

Training Culture Customer Care Customer Journeys 70

Wired and Dangerous

SEPTEMBER 21, 2020

” Never assume you know what customers value. Customers changed its character completely. . “I think if you asked your guests,” he pointedly told the front desk clerk, “I guarantee you they will tell you that the last thing they want at five in the morning rushing to catch the hotel shuttle bus is a proper farewell!”

Hotels 91

Hotels Course Customers Customer Change 91

BirdEye

MAY 14, 2021

If there is a store that continuously is getting negative reviews around customer service, it’s usually something that we can escalate to our operations teams. Perhaps there’s an issue with a particular store and employee customer service at that store and there’s something we can do about it.

Customer Journeys 89

Customer Journeys Marketing Touchpoint Social Media 89

Michelli Experience

MARCH 2, 2016

At Starbucks, the reward program was first jazzed up on the mobile app by having the customer scorecard reflect stars that fall into an on-screen cup. Designers jazzed it up further by having the stars bounce around in the cup as a customer changes the orientation of their mobile device.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Wired and Dangerous

NOVEMBER 4, 2019

Others depend on psychographic research and service anthropology to help them “crack the service DNA code.” But, it all starts with a desire to personalize the experience coupled with the recognition that customers change all the time. Today’s fad is tomorrow’s antique.

Fashion 21

Fashion Connections Hotels Customers 21

ClientSuccess

OCTOBER 12, 2020

It can be difficult to recognize internal processes as reactive, especially if they’re currently working for customers. There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function.

Customer Success 59

Customer Success Customer Journeys eBook Leadership 59

Kustomer

SEPTEMBER 16, 2019

Simply put, customer service has never been more important, which is why we put our customers at the center of everything we do across all our brands – Abercrombie & Fitch, abercrombie kids, Hollister Co. Kustomer helps to effortlessly manage our customer needs in real time. and Gilly Hicks by Hollister.

Omni-Channel 45

Omni-Channel Retail Customer Journeys Meeting 45

Maz Iqbal

SEPTEMBER 18, 2014

Because it involves taking the “road less travelled” What is this central insight-lesson: To achieve customer-centricity make the organisation listen to those who listen to customers. Changing interaction patterns among functions is much more powerful than creating a dedicated customer-centricity function.

Customer Centricity 67

Customer Centricity Case Study How To Hotels 67

Eptica

JANUARY 15, 2016

This means that customer service is designed around the annual lifecycle, rather than the constant engagement of the digital model. Consumers will expect that technological innovation is backed up by integrated customer service that spans multiple channels. Share this page on: Tweet.

Insurance 48

Insurance Customer Experience Policies CRM 48

Totango

MARCH 7, 2019

Your customer needs to reduce costs. Your service wasn’t fully adopted. Your customer changed key personnel. If your customers say your service isn’t returning value, for instance, the real problem may lie in the way you educate and engage with your customer. Your solution is no longer needed.

Strategy 79

Strategy Social Media Customer Success Customers 79

Talkdesk

APRIL 23, 2020

From year to year, we expect that the services at our disposal, both digital and traditional, will surpass and go further. Customers change their opinion about a brand based on a bad customer experience, which shows that all interactions count.

Contact Center 52

Contact Center Virtual Agent Competitive Advantage Innovation 52

Blake Morgan

JUNE 16, 2023

The key is to listen to customers, understand their behaviors, and prioritize what they want. When Lyft went through a digital transformation , leaders talked with customers, shadowed customer service agents, and even drove customers to gain insights on what was and wasn’t working and what they wanted in a digital experience.

Self Service 59

Self Service Chatbots Contact Center Video 59

Oracle

DECEMBER 3, 2019

Change #1: Artificial intelligence-powered, zero-wait customer response. When’s the last time you picked up the phone to solve a customer service issue? Chatbots are increasingly replacing call center agents as the first line of customer service inquiry.

Social Media 51

Social Media Multi-Channel Chatbots Retail 51

Totango

FEBRUARY 5, 2019

Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement.

ROI 76

ROI Customer Success Strategy Effort Score 76

Wired and Dangerous

AUGUST 6, 2018

Knowing what customers are really like starts with the recognition that reviewing the results from customer interviews, surveys and focus groups is at best like looking in a rearview mirror. Today’s customers change too rapidly to rely solely on what data reported.

Groups 70

Groups Loyalty Survey Customers 70

Service Untitled

FEBRUARY 17, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Are you meeting your customers’ service expectations? Service expectations are going to vary from company to company.

Meeting 41

Meeting Poor Customer Service Social Media Exercises 41

Daniel Group

FEBRUARY 5, 2021

And the world is changing and our customers change and business changes on a dime. So we evaluate our introduction to the customer. We evaluate what we have out in front of our customers at the store, for example, a postcard that asks them for feedback. We’ve done that. It’s every day.

Effort Score 111

Effort Score Leadership Groups Survey 111

Answer Dash

NOVEMBER 21, 2018

Disruptive businesses like Netflix realised this early on and created intelligent algorithms which were able to predict and recommend what customers might want to watch next. In contrast, Blockbuster ignored customers’ changing viewing habits and the wider industry disruption taking place and was forced to file for bankruptcy in 2010.

User Experience 75

User Experience Social Media Customer Service Representative Interaction 75

CSM Magazine

MARCH 3, 2020

Additionally, service teams can also monitor the onboarding process through the software. The finance department in an organization can look at how Customer Service Managers are utilizing their time and the collections they are driving. This department can monitor a customer’s health score and tell when they are getting value.

Software 52

Software Customer Success Effort Score Return on Investment 52

ShepHyken

OCTOBER 27, 2023

Transparent Pricing and Flexible Agreements Customers appreciate transparency in pricing and flexible lease agreements, so be sure to clearly outline the costs involved, including any additional fees for amenities or services. Read Shep’s latest Forbes article: Customer Service And CX Are Not Just For People On The Front Line

Customer Experience 62

Customer Experience Sports Innovation Feedback 62

CSM Magazine

NOVEMBER 23, 2020

Just one satisfaction check isn’t enough, though – you need to repeat the whole process on a regular basis, to see if new strategies actually work and keep up with your customers’ changing expectations. Aside from conducting regular surveys or interviews, you can take it a step further by creating a customer advisory board.

Customer Satisfaction 59

Customer Satisfaction Advertising Groups Customers 59

SurveySparrow

DECEMBER 22, 2019

A lot of companies use NPS to improve their customer service and change the way they do business. It takes a few seconds for the customer to reply and you can compare your NPS score with the rest of the industry to know where you stand. #4 Change them into your brand advocates.

Feedback 85

Feedback Net Promoter Score Social Media NPS 85