GetFeedback

DECEMBER 21, 2018

If you allow for open responses, customers can expand on their rating with specific pain points and suggestions that may give you a fresh perspective. Set and measure customer expectations. When customer expectations are set and met by your sales and service teams, customers are generally happy.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

GetFeedback

AUGUST 14, 2019

The groundwork of expectation has been laid by many businesses before you and will continue to be built by many businesses after you. What do customer expectations look like in your industry? CSAT’s simplicity also makes it easy to implement across many touchpoints of the customer journey. Download the Toolkit.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

InMoment XI

AUGUST 22, 2017

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. Customers Expect More Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. You can download the entire book here. The reason that we keep talking about it is that very few have actually achieved.

Omni-Channel 150

Omni-Channel eBook Customer Expectations Industry 150

InMoment XI

JANUARY 2, 2023

Essentially, CES advocates believe that when it comes to customer service or support, “effortlessness” is the most relevant attribute of customer satisfaction. In fact, Technology Services Industry Association (TSIA) customer experience research confirms that exceeding customer expectations results in little change in loyalty.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

NOVEMBER 21, 2022

At the end of the day, even if their customer experience was amazing, if the product doesn’t meet a customer’s expectations, all that work you did to build trust and loyalty is in vain.

Loyalty 195

Loyalty How To eBook Social Media 195

NICE inContact

OCTOBER 2, 2019

Those organizations that offer a seamless omnichannel experience will be a step ahead in satisfying and retaining their customers (we’ll talk more about seamless omnichannel in my next blog – teaser: customers expect it, business are still behind). Interested in learning more? Download your free copy today.

Self Service 150

Self Service Omni-Channel Contact Center eBook 150

Interactions

NOVEMBER 11, 2024

We discussed the complexities of CX in the retail industry and explored how brands can keep pace with ever-changing consumer expectations in a tech-driven market. Today’s customers expect immediate, personalized, and frictionless experiences, whether they’re browsing online or walking through a physical store.

Retail 62

Retail Competitive Advantage eBook Contact Center 62

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement. Create a framework to outline priorities.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

Solvvy

FEBRUARY 5, 2020

This singular focus on stellar customer service ensures that nearly every customer becomes a raving fan for life: 75 percent of purchases come from repeat customers. Want to deliver Zappos-level customer service? You shouldn’t wait for customer complaints to roll in to realize when you’re getting things wrong.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

Comm100

AUGUST 5, 2020

Wait times are a real and present challenge for virtually every customer service team. Support channel proliferation and rising customer expectations further complicate matters. Download the free eBook below to find out the other key customer service complaints and how you can tackle them. Free download.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Calabrio

JUNE 27, 2017

With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you need to both meet and exceed customer expectations. That’s why we’ve created this TCO ebook. At Calabrio, we believe our customers are our greatest assets.

eBook 113

eBook Contact Center Competitive Advantage Analysis 113

Uniphore

NOVEMBER 16, 2021

A conversational automation platform that includes AI-powered interaction analytics for voice, email, and chat interactions helps banks uncover the true reasons for customer churn, drive 100% compliance, and identify other core, customer- and agent-centric opportunities for operational improvements.

Banking 130

Banking Net Promoter Score Contact Center eBook 130

Comm100

DECEMBER 14, 2017

Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty. But delivering excellent customer experiences isn’t something that you can measure one time and not look to improve. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Customer Experience 291

Customer Experience Strategy How To Effort Score 291

Comm100

NOVEMBER 10, 2020

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. 46% of customers prefer live chat compared to just 29% for email. Free eBook. Live Chat Buyer's Guide.

eBook 130

eBook Automotive Software Healthcare 130

Calabrio

JUNE 27, 2017

With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you need to both meet and exceed customer expectations. That’s why we’ve created this TCO ebook. At Calabrio, we believe our customers are our greatest assets.

eBook 100

eBook Contact Center Competitive Advantage Analysis 100

Calabrio

JUNE 27, 2017

With this pressure mounting, it is important to realize that you can – and should – lean on your vendors to provide you with the tools and services you need to both meet and exceed customer expectations. That’s why we’ve created this TCO ebook. At Calabrio, we believe our customers are our greatest assets.

eBook 100

eBook Contact Center Competitive Advantage Analysis 100

Uniphore

JUNE 10, 2021

Your Customers Feel It Too. Customers expect to be treated with empathy and respect on a call. However, when agents are trained to over-optimize for metrics, like AHT, customer service often suffers. The result: higher satisfaction scores, better agent retention rates, and lower customer churn. Download the eBook.

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. Top 7 Customer Service Complaints.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Comm100

AUGUST 31, 2020

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise of new support channels, customer service complaints are inevitable – but this doesn’t mean they’re irreparable. Top 7 Customer Service Complaints.

Customer Service 130

Customer Service Omni-Channel How To eBook 130

Solvvy

JANUARY 7, 2020

In order to make sure your customer experience is more Zappos than Verizon, you’ll need to focus on understanding customer expectations in your industry so that you know how to beat them. Start with a Customer Expectations Survey. Customer satisfaction: 85%. Build a Customer Support Strategy.

Customer Expectations 48

Customer Expectations Self Service How To Average Handle Time 48

Playvox

MAY 4, 2023

Unlike my favorite fruit seller, you’ve got hundreds or thousands (or hundreds of thousands) of customer issues that require sophisticated, efficient customer care through the right contact center solutions. So what, exactly, do customers expect and how can you provide them with the exceptional digital customer experience they deserve?

Contact Center 52

Contact Center Customer Expectations Meeting Self Service 52

Comm100

OCTOBER 25, 2017

This experience is becoming more and more common, and it doesn’t just apply to coffee shops – the rise in customer expectations for great service applies to businesses of all types around the world. It’s no secret that customers nowadays expect a lot. You’d be delighted, right?

Customers 398

Customers Customer Service Ecommerce eBook 398

Comm100

APRIL 17, 2018

Apptentive (a mobile app developer) recently conducted some studies on customer feedback that involved more than 1000 customers from the U.S. The studies found out that 51% of customers expected to be asked directly for feedback from the company.

Feedback 214

Feedback How To Roadmap Survey 214

ShepHyken

JANUARY 14, 2019

One I’ve been talking about since the begging of my career in customer service and CX is number nine, which is speed and urgency. Today, more than ever, customers expect a fast response. The True Cost of Losing a Customer by Susan Preiss . My Comment: Are you ready to deliver a better customer experience?

Customer Journeys 98

Customer Journeys Customer Service eBook Sports 98

inQuba

FEBRUARY 10, 2025

According to CustomerThink , Journey management enables you not only to measure, monitor and optimize customer experience, but align your entire organization with your customers goals. Download this buyers guide as a complimentary ebook. Get it here Download this buyers guide as a complimentary ebook.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

BlueOcean

FEBRUARY 17, 2022

In the current landscape of customer service , brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. Download Pandemic ebook.

Contact Center 156

Contact Center Customer Care eBook Course 156

Optimove

FEBRUARY 12, 2025

Examples: An online retailer can send a follow-up email after a purchase, asking customers to rate their experience and provide feedback via a quick survey for a small incentive. Exceed Customer Expectations Exceeding expectations can turn a single transaction into long-term loyalty for holiday shoppers.

Customer Retention 52

Customer Retention Strategy Loyalty Programs eBook 52

Michel Falcon Experience

OCTOBER 28, 2014

For the franchisor, one of the biggest opportunities and threats is the consistency of the customer experience across the entire brand. Customers expect consistency. It’s what builds ‘ customer trust.’ Want more customer experience knowledge? Download my free ebook below. featured'

Industry 121

Industry Customer Experience eBook Training 121

Comm100

MAY 11, 2020

With this much information at your agents’ fingertips, customers will never have to repeat themselves ever again. Which leads us on to the next customer pain point and how omnichannel solves it… 3. Customers expect quick responses and resolutions. And what’s more, agents can respond faster and more accurately.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

Inbenta

MARCH 30, 2021

Just because a service is automated, it still needs to be monitored and enhanced over time to get the maximum value from your solution and maintain high customer satisfaction. Importantly, customers expect customer service to be equally responsive in all these channels.

Self Service 136

Self Service Customer Service Marketing How To 136

Comm100

DECEMBER 12, 2017

Companies can no longer rely on having satisfied customers to ensure that they stay in business. Customers expect exemplary service, and offering anything less will turn them away. Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. Develop Cross-Channel Support.

Training 124

Training Customer Experience Customer Journeys How To 124

Comm100

JUNE 5, 2018

Apart from behavioral trends as discussed above, AI can also predict new market trends using the same tools that capture customer interactions. CX managers can then get ahead of new customer expectations to anticipate their needs and increase customer retention. We’d love to hear more – let us know in the comments below.

Contact Center 145

Contact Center Call Center Self Service Chatbots 145

Interactions

FEBRUARY 20, 2020

Like all true transformations, adapting businesses communication to better meet customers where they are requires a focused effort, but will also result in significant ROI- both in customer experience and financially. Why customer experience? The post Checklist for Digital Transformation appeared first on Interactions.

eBook 93

eBook ROI Chatbots Customer Journeys 93

TechSee

MARCH 7, 2022

The role of technology is more important than ever in improving customer service and operational efficiencies. Let’s dive into the nuts and bolts of customer self-service and see how it can impact and benefit your business. . Download our eBook: What Self Service Will Look Like in 2025 . What is Customer Self Service?

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Beyond Philosophy

JANUARY 8, 2018

Herein lies the second problem: The reality is that there is no silver bullet, one-size-fits-all solution for Customer Experience. Different industries, different companies, and even different Customer Experience delivery channels all have different challenges—and different customer expectations.

Trends 125

Trends eBook System Conference 125