Execs In The Know

OCTOBER 28, 2024

How is your brand redefining loyalty in the age of the customer? The pursuit of customer loyalty has become a holy grail for businesses across industries. Why Loyalty Matters: The ROI of Loyalty Investing in emotional connection and building genuine loyalty pays dividends.

Age of the Customer 105

Age of the Customer Customer Journey Map Customer Loyalty Customer Expectations 105

ECXO

MARCH 6, 2025

How to Lead a B2B CX Transformation ProgramAnd Avoid Costly Mistakes Introduction: The Importance of CX Transformation in B2B Todays business customers expect seamless, responsive, and value-rich interactions at every stage of the partnership. B2B customers will notice that commitment.

CX Transformation 339

CX Transformation B2B CX Government 339

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In the end, why do we talk so much about NPS?

NPS 461

NPS Customer Feedback Net Promoter Score B2C 461

eglobalis

JUNE 27, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 460

Customer Experience VOC Net Promoter Score Government 460

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Customer Loyalty 173

ECXO

AUGUST 19, 2024

Forrester reports that businesses prioritizing CX experimentation see notable gains in customer loyalty and satisfaction. Enhanced Operational Efficiency : Experimentation helps identify the most efficient processes and workflows, reducing operational costs and ensuring a smoother customer experience.

Customer Experience 369

Customer Experience Customer Journey Map Net Promoter Score B2B 369

eglobalis

JULY 25, 2024

Customer experience (CX) has become a critical differentiator in today’s competitive market, influencing customer loyalty and overall business success. While the USA leads in delivering superior customer experiences, Europe and the UK often lag behind.

Customer Experience 494

Customer Experience Innovation CX Omnichannel 494

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 434

Customer Experience Social Media Predictive Analytics AI 434

Fonolo

SEPTEMBER 14, 2021

Your call center’s customer service strategy dictates customer loyalty, agent satisfaction, and company growth. No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth.

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

Fonolo

MAY 11, 2021

With advances in online communication, and the court of public opinion that social media now provides, brands and their customer service faux pas are more exposed than ever. This is why setting and managing customer expectations and their perceptions is key. What is customer expectation?

Customer Expectations 108

Customer Expectations Social Media Education Contact Center 108

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Sentiment Analysis 374

Sentiment Analysis Customer Feedback NPS Net Promoter Score 374

Shep Hyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No Here are my top five picks from last week.

Customer Service 131

Customer Service Customer Loyalty B2C B2B 131

Fonolo

DECEMBER 16, 2021

A good call center leader understands the importance of customer service. So what if you have an incredible product or service? That means nothing if your customers are displeased with their experience with your brand. . improving customer satisfaction; and . improving customer satisfaction; and .

Social Media 146

Social Media Customer Service Contact Center Close the Loop 146

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. “Consumers these days expect that companies are responsive across many channels. A major recent customer service trend is the demand for omnichannel service.

Technology 376

Technology Technology E-commerce Contact Center 376

Aquire

DECEMBER 16, 2021

Customer loyalty taps into who we are — a central part of our humanity is our desire to build connections, after all. Customers want to be able to trust brands and feel comfortable in doing business with them. And companies themselves simply wouldn’t exist without loyal customers helping them grow and thrive.

Customer Loyalty 98

Customer Loyalty Social Media Omnichannel Customer Journey Map 98

ECXO

JULY 29, 2024

This involves collecting and analyzing data through various methods such as surveys, customer interviews, voice of customer (VOC) programs, and feedback mechanisms. These insights inform the service standards and product offerings that will most effectively meet customer expectations.

Customer Experience 380

Customer Experience Net Promoter Score VOC Government 380

Zendesk

JUNE 17, 2021

Customer expectations have shifted considerably over the past year. What are customer expectations? What are examples of customer expectations? How have customer expectations changed? 5 tips to meet and exceed customer expectations. What are customer expectations?

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Aquire

JULY 26, 2021

You need a mix of marketing strategies and innovative customer loyalty programs if you want to satisfy customers, increase customer engagement, and boost conversions. In recent years, customer loyalty programs have changed drastically, going digital, getting more effective, and offering unique experiences.

Customer Loyalty 98

Customer Loyalty Social Media Artificial Intelligence Innovation 98

Fonolo

SEPTEMBER 9, 2021

Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. READ THE FULL GUIDE: Creating a Customer Service Strategy That Drives Business Growth. Customer service: then vs. now. Set your customer service goals.

Business Growth 108

Business Growth Customer Service Customer Satisfaction Customer Loyalty 108

Customer Think

JANUARY 14, 2023

Customer expectations are constantly changing, not only in how they purchase and spend but also the way they engage with brands and the expectations that come along with those interactions. For brands this means they can’t afford to deliver sub-par customer service or their customers will go somewhere else.

Customer Service 124

Customer Service Customer Expectations Customer Loyalty 124

ECXO

JULY 26, 2023

Brands have unprecedented access to customer data and digital footprints. In our always-on world, customers expect businesses to do something with this knowledge that’s in their interests. This is at odds with customer expectations. As we mentioned earlier, customers know the value of their data.

Predictive Analytics 296

Predictive Analytics Education CX Touchpoint 296

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations.

Customer Service 97

Customer Service Omnichannel Social Media Customer Expectations 97

Hodusoft

JULY 21, 2022

How can insurance companies improve customer service? Modern customers today expect a fast, efficient, and seamless service. As per Capgemini’s Digital Transformation Institute , 8 in 10 customers are willing to spend more with an organization for a better customer experience.

Customer Service 98

Customer Service Omnichannel Artificial Intelligence Customer Loyalty 98

Retently

OCTOBER 11, 2024

EvaluAgent Final Thoughts: Choosing the Right QA Tool When customer interactions lack consistency and quality, it can lead to dissatisfaction, lost loyalty, and even negative reviews. The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect.

Retail 134

Retail Scorecard Sentiment Analysis Customer Service 134

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Zendesk

JANUARY 18, 2022

It’s clear that consumer expectations have continued to increase and they are less willing to put up with frustrating experiences. This is likely something your customer service team observes, but it may not be as clear to those with budget authority. Customers expect better service, and reward companies that meet expectations.

Customer Service 98

Customer Service Outlook Business Growth Customer Loyalty 98

Zendesk

JANUARY 12, 2021

Whether you’re running a small business or a global corporation, providing good customer service can mean the difference between success and failure. And customer expectations are only continuing to rise. Read on for 16 customer service tips based on our research. Build a customer-centric culture.

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Hodusoft

AUGUST 17, 2022

How omnichannel creates seamless customer service experience. The increasing competition due to demanding customers, technological disruptions, and shopping behavior patterns have changed the traditional course of action. . It’s simple; all they need is an ‘omnichannel approach’ in their Customer service journey!

Omnichannel 98

Omnichannel Customer Service Contact Center Touchpoint 98

Zendesk

MAY 26, 2021

Customer service can make or break a business. In this guide, we’ll share how to set your business up for customer service success. The definition of customer service. It’s also the processes that support the teams making good customer service happen. How has customer service changed?

Customer Service 105

Customer Service Social Media Start-ups E-commerce 105

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 119

Customer Service Net Promoter Score NPS Customer Satisfaction 119

Fonolo

AUGUST 13, 2019

But how do we educate ourselves on current customer service practices when the rate of change is near impossible to keep up with? Well, podcasts are a great way for managers and retailers to keep up with the latest trends and strategies in the service vertical. Repeat Customer. The Intuitive Customer.

Customer Service 108

Customer Service Artificial Intelligence Retail Education 108

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customers want action, not excuses.

Customer Service 78

Customer Service Social Media Customer Loyalty B2C 78

Aquire

MAY 24, 2021

At the same time, the surge in cancellations and travel restrictions caused by the pandemic created a dramatic influx in demand for airline customer service. But with the right digital technology and protocols in place, your company’s response to these scenarios can actually help foster a great customer experience.

Customer Service 105

Customer Service Social Media Net Promoter Score Transportation 105

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. 65 retail customer experience statistics.

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Intercom, Inc.

SEPTEMBER 2, 2020

In the not-too-distant past, customer support was viewed as a cost center – a necessary, but non-profitable, part of a business. Today, more and more businesses are realizing the true bottom-line value that incredible customer service brings to a business – customer loyalty , retention, and advocacy to name but a few.

Non-Profits 190

Non-Profits Customer Retention Customer Loyalty Customer Satisfaction 190

Zendesk

DECEMBER 8, 2021

With consumers spending more time online than ever before, companies have had to rethink their customer service experience. Businesses need to gain a clear understanding of the type of digital interactions customers want instead of relying on intuition. The impact of great customer service. Sitel Group ).

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

ECXO

APRIL 10, 2024

This concept can be applied to customer experience as well. When a business can align all its touchpoints – from product design to customer service to after-sales support – in a way that resonates with the customers’ emotional frequencies, it creates a coherent customer experience.

CX 334

CX Customer Experience Social Media Sentiment Analysis 334