Adrian Swinscoe

JULY 27, 2024

Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe. This is a guest post by Jeremy Yancey, the Head of Content at Tability.

Customer Expectations 130

Customer Expectations 130

Adrian Swinscoe

DECEMBER 9, 2022

The post Even CX champions are struggling to keep up with rising customer expectations – Interview with Adrian McDermott of Zendesk first appeared on Adrian Swinscoe. Today’s interview is with Adrian McDermott, Chief Technology Officer at Zendesk. Adrian joins me today to talk about the new Zendesk CX Accelerator report, the main […].

Customer Expectations 190

Customer Expectations CX Technology Technology 190

Adrian Swinscoe

OCTOBER 2, 2024

Customers are generally not happy with the experiences they are having with brands. Last month, Forrester published the US 2024 Customer Experience (CX) Index, which found […] The post Factors driving the gap between customer expectations and satisfaction first appeared on Adrian Swinscoe.

Customer Expectations 130

Customer Expectations CX Customer Experience 130

TeamSupport

OCTOBER 4, 2022

A company's ability to provide an ideal B2B customer support experience is only capable of going as far as it can meet customer expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations. Understand your customers. Check in frequently.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Beyond Philosophy

SEPTEMBER 27, 2024

She wants to know how to manage rising customer expectations with fewer resources than she used to have. Responding to rising expectations is easy when there is no limit to the resources you can throw at it. Claire noted that customer expectations seem to be constantly rising. Claire Dunwood has a pickle.

Customer Expectations 97

Customer Expectations Customer Feedback Technology Technology 97

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. The customer is making an evaluation of your products and services based on perceptions and lived experiences.

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

Beyond Philosophy

OCTOBER 3, 2024

Claire Dunwood wrote to us to say she felt that her customers’ expectations consistently rise, and managing them is challenging in that she now has fewer resources to devote to them. Afterward, customers remember what happened and compare it to what they thought would happen.

Customer Expectations 88

Customer Expectations E-commerce Social Media Artificial Intelligence 88

Customer Think

DECEMBER 11, 2022

Did you know that 45% of products failed to be delivered on time and schedule? It’s true. Nearly half of the product launches are delayed at least one month, according to a 2019 product manager survey conducted by Gartner. In addition, only 1 in 10 products meets all the internal targets set by the management. […].

Customer Expectations 121

Customer Expectations Technology Technology 121

Customer Think

DECEMBER 19, 2022

A recent Marketoonist cartoon hits on the secret to delivering a personalized customer experience (CX). A little girl on Santa’s lap asks, “with iOS privacy changes and cookies going away, how will you even know if I’m naughty or nice?” Santa’s response? It’s called first-party data.” While a personalized CX seems to be high on […].

Customer Expectations 115

Customer Expectations Omnichannel Customer Experience CX 115

Customer Think

JANUARY 6, 2023

There’s another challenge facing the travel industry that’s less visible but possibly more costly in terms of customer experience (CX) and revenue. With the world reopened for travel and 66% of U.S. adults planning more trips, flight delays and long lines in airports are making headlines.

Customer Expectations 110

Customer Expectations CX Customer Experience Technology 110

ECXO

AUGUST 12, 2024

Similarly, in regions like Latin America (LATAM), North America (NAM), and Europe, the Middle East, and Africa (EMEA), tailored MarTech strategies are proving essential for elevating CX in line with distinct market dynamics and customer expectations. The ECXO is an open access CX Professional Business Network.

Customer Experience 365

Customer Experience Predictive Analytics Social Media Machine Learning 365

eglobalis

DECEMBER 4, 2024

While AI will undoubtedly enhance certain aspects of CX, this view oversimplifies the multifaceted nature of customer expectations and underestimates the continuous adaptation required to meet evolving demands in global markets. CX professionals ensure that businesses remain agile in addressing these changes.

B2B 320

B2B Artificial Intelligence AI CX 320

ECXO

AUGUST 19, 2024

By testing different journey scenarios, businesses can identify the true paths customers take and optimize touchpoints, improving overall experience and alignment with customer expectations. Data Privacy and Compliance : Adhering to data privacy regulations while collecting and analyzing customer data can be complex.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

Experience Investigators

DECEMBER 10, 2024

What if you could transform customer dissatisfaction into a golden opportunity for building trust and loyalty? Join me, Jeannie Walters, on this episode of the Experience Action Podcast, where we explore the art of managing customer expectations and strategies for when reality doesn’t quite meet those expectations.

Customer Expectations 52

Customer Expectations Gaming Customer Relationship CX 52

Customer Think

MARCH 15, 2023

Whether it’s damage, loss, or porch piracy — last-mile anxieties are increasing for shoppers and merchants alike. In 2022, an estimated 260 million delivered packages were stolen in the U.S., according to a report from SafeWise—up from 210 million the year prior.

Customer Expectations 105

Customer Expectations Customer Loyalty 105

eglobalis

JULY 2, 2024

This simplicity overlooks the complexity of customer relationships and experiences, failing to capture nuanced feedback crucial for improving overall customer satisfaction. This approach ensures a comprehensive evaluation of customer experience efforts, fostering continuous improvement and adaptation to evolving customer expectations.

NPS 373

NPS Customer Feedback Net Promoter Score B2C 373

CX Accelerator

AUGUST 19, 2019

what’s required is something that will break down the walls of the CX department allowing everyone in the business to see how the organisation is performing relative to customer expectations and its targets. And this is both as a whole, as well as within specific departments responsible for different parts of the customer journey.

CX 345

CX Customer Journey Map Touchpoint Customer Satisfaction 345

eglobalis

JULY 31, 2024

By understanding and leveraging MarTech, businesses in this region can achieve unparalleled customer satisfaction, expansion and loyalty. Similarly, the LATAM, NAM and EMEA, with their distinct market dynamics and customer expectations, are greatly benefiing from tailored MarTech strategies to enhance CX.

Customer Experience 328

Customer Experience Social Media Predictive Analytics AI 328

eglobalis

JULY 25, 2024

In contrast, European companies, including those in the UK, tend to focus more on product quality and regulatory compliance, sometimes at the expense of the customer experience. European companies, in contrast, often face challenges in aligning their digital strategies with customer expectations.

Customer Experience 399

Customer Experience Innovation CX Omnichannel 399

eglobalis

OCTOBER 14, 2024

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.

Education 345

Education Customer Experience Customer Journey Map Innovation 345

Customer Think

SEPTEMBER 6, 2024

Customers are generally not happy with the experiences they are having with brands.

Customer Expectations 69

Customer Expectations CX Customer Experience Customer Loyalty 69

Intercom, Inc.

AUGUST 26, 2020

As support teams look to the year ahead, there’s no shortage of priorities to juggle – from team efficiency, to customer experience, to business impact. Customer expectations are on the rise and, at the same time, all parts of the business are facing increased pressure to operate more efficiently and at lower cost.

Customer Retention 233

Customer Retention Customer Satisfaction Customer Expectations Technology 233

Fonolo

JANUARY 7, 2021

Many things will determine how customers perceive your service, not least their own experiences and personality. You can only do so much to manage customer perceptions, so it’s important to know your levers. Customer Expectations. Customer expectations are key. cx #custserv Click To Tweet.

Customer Expectations 171

Customer Expectations Customer Satisfaction Contact Center Customer Service 171

ECXO

JUNE 15, 2021

Empower employees Essentially, customer empathy is the ability to identify a customer’s emotional need, understand the reasons behind that need, and respond to it effectively and appropriately. Empower your employees to go above and beyond the call of duty to serve the customer better.

Customer Satisfaction 358

Customer Satisfaction B2C Omnichannel CX 358

Callminer

NOVEMBER 27, 2024

The future of the call center is exciting, with more opportunities than ever to meet rising customer expectations with AI. Read this blog for 2025 call center trends and best practices.

Technology 182

Technology Technology AI Customer Expectations 182

Intercom, Inc.

JUNE 23, 2020

Meanwhile customer expectations are rising – they expect better experiences and immediate support resolutions. The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Yet customer expectations continue to rise. Click to view.

Start-ups 245

Start-ups Customer Expectations Machine Learning Technology 245

Intercom, Inc.

JULY 14, 2020

As customers expect more and more out of support experiences, support leaders can risk burnout on their team to meet the escalating demand. But even for larger teams, an influx of customer questions can overload agents, leaving them frustrated and overworked, and in turn, not able to provide great support.

Customer Experience 224

Customer Experience Customer Expectations Start-ups Customer Satisfaction 224

Uniphore

DECEMBER 13, 2021

Learn more about how intelligent technology, like Uniphore’s conversational AI and automation platform, is helping retailers leverage conversations to drive revenue, build loyalty and deliver differentiated experiences that exceed today’s sky-high customer expectations. Download The Article.

Retail 262

Retail Net Promoter Score Customer Experience NPS 262

ECXO

APRIL 1, 2021

This article will provide insight into what a surprise and delight strategy is, identifying essential considerations and eventual pitfalls that businesses should be aware of concerning the customer experience strategy. Potentially, the most significant consideration factor regarding a surprise and delight strategy. 1993) (Mattila, 2013).”

CX 296

CX Customer Expectations Customer Experience 296

ECXO

JULY 10, 2024

The simplicity of NPS fails to capture the complexities of customer relationships and experiences, which are vital for improving satisfaction. Companies like Toyota and Samsung in Asian markets have found that while NPS gives a quick snapshot, it doesn’t delve deeply into changing customer expectations and perceptions.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

ECXO

NOVEMBER 25, 2024

Example: Salesforce’s structured communication templates allow their teams to manage customer expectations effectively, often proposing alternative workflows or near-term updates. Provide timelines for accepted features and propose alternative solutions for declined ones.

B2B 391

B2B Engineering CRM Innovation 391