ShepHyken

AUGUST 2, 2021

(CustomerThink) In a world where smartphones are ubiquitous and 76% of adults living in advanced economies have a world of information at their fingertips, it should be no surprise that the future of marketing lies in tapping into the customer’s online experience. Follow on Twitter: @Hyken.

Customer Service 99

Customer Service Hospitality Ecommerce Tips 99

ShepHyken

SEPTEMBER 27, 2017

When Nordstrom decided to move into the online world, many of their customers were concerned that they would erode their reputation for amazing service. Management thought long and hard about how to create an online experience that matched the expectation of a Nordstrom customer, and they delivered.

Brands 86

Brands Customer Service Training Online Experience Groups 86

ShepHyken

NOVEMBER 8, 2021

My Comment: We close out this week’s Top Five list with an article about online CX. More and more, businesses are going online to sell their products and services. Creating the right online experience is more important than ever. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 98

Customer Service Retail Interaction Hospitality 98

Kayako

MARCH 14, 2017

Tim Riley, Warby Parker’s director of online experience, has also mentioned the extra steps they took when designing their POS (point of sale) system to “allow salespeople to be one-on-one with the buyer” and ensure their customer experience didn’t ask customers to keep repeating their preferences whether shopping in-store or online.

Brands 99

Brands Customer Experience Retail e-support 99

ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko.

Customer Service 86

Customer Service Net Promoter Score eBook B2B 86

Wired and Dangerous

NOVEMBER 30, 2015

Call center operators use a closed question—“Is there anything else I can help you with”—to signal to customers that the operator’s call handle time is far more important than the customer’s first contact resolution. Take special care of all disappointed or departing customers. You lose before you even begin. tweet this.

Touchpoint 70

Touchpoint Customer Journeys Social Media Call Center 70

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 70

Net Promoter Score Customer Service Hospitality Hotels 70

ShepHyken

DECEMBER 26, 2022

Over 65% of customers say that their experience on a website or app is a major factor in their willingness to recommend a brand. Several poor choices are detrimental to the CX (customer experience), so here’s what companies need to stop doing on digital platforms in 2023. Follow on Twitter: @Hyken.

Loyalty Programs 66

Loyalty Programs Customer Service Self Service Retail 66

Seaton CX

SEPTEMBER 27, 2023

Every department was customer-focused , but no one was customer-centric. Each leader hyper-optimized the touchpoints in their control, unaware that they were simultaneously degrading the overall customer experience—frustrating the very customers they were trying to serve.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

inmoment

AUGUST 30, 2018

Essentially, when your surveys feel like interrogations, they aren’t improving the customer experience. When you focus on starting a conversational survey, the picture completely changes because of one major fact: conversations are customer-focused. They’re taking away from it. Looking for a better way to ask?

Survey 45

Survey Customer Experience eBook Online Experience 45

ShepHyken

JANUARY 30, 2017

According to the article, customer loyalty is dropping with a big percentage of those defecting customers coming from the digital experience. The problem is that it’s tough to make an emotional connection during an online experience. . Customer Service Software Buyer Report – 2016 by Craig Borowski.

Customer Service 48

Customer Service Airlines Social Media Software 48

CSM Magazine

FEBRUARY 9, 2018

Consider relaxing the constraints on your employees so they can focus on creating an experience that creates a positive customer outcome rather than simply following a list of rules. Define customer experience by channel. Customer experiences will vary by the channel that customers use to interact with your company.

Customer Experience 40

Customer Experience Tips Measurement Customers 40

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. What aspects of the customer experience are most important to our organisation? INTRODUCTION.

CEM 40

CEM Strategy Insurance Abandon Rate 40

C Space

MAY 22, 2020

Digital learning and talent management brands Skillsoft and SumTotal held a live global experience for learning, talent, and business leaders virtually this year, after a last-minute dash to turn their usual face-to-face event into an online experience.

Brands 52

Brands Hotels Travel Airlines 52

ShepHyken

DECEMBER 4, 2017

(HuffPost) Service and support teams need to be ready to handle the influx of eager shoppers—both online and in store. That means that your teams have to do more than guarantee a terrific on-site customer experience. They have to ensure customers’ online experiences run smoothly. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Government Poor Customer Service eBook 0