ECXO

FEBRUARY 10, 2025

Your brain is a master illusionist, piecing together fragmented information and filling in gaps with educated guesses. But to the customer, especially one in a rush, those five minutes feel like an agonizing eternity. Customer frustration is born from mismatched expectations. Heres why its a big deal: 1.

Customer Experience 178

Customer Experience Construction Social Media Customer Expectations 178

eglobalis

SEPTEMBER 11, 2024

By recognizing the integral role that employees play in CX, companies can create a more responsive, innovative, and customer-focused organization that consistently exceeds customer expectations. How Employees Impact Innovation: Ten Key Areas All images are designed by DALL-E, with all rights reserved to ECXO.org.

Innovation 451

Innovation CX Artificial Intelligence B2B 451

Experience Investigators

JANUARY 18, 2022

Customer experience success requires everyone in an organization to understand what CX success is at this organization, what expectations customers have, and how best to deliver on them. And customer experience management requires a thorough approach to training and education for all employees.

Education 137

Education CX Customer Feedback Customer Experience 137

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. A significant portion of European and UK influencers and educators in CX have not directly implemented or transformed CX in B2B or B2C environments.

Customer Experience 494

Customer Experience Innovation CX Omnichannel 494

Fonolo

MAY 11, 2021

Underserved and angry customers can easily take to Twitter, Facebook, or any number of digital channels to publicly ‘out’ companies like yours for falling short, especially when it comes to your product or customer service offerings. This is why setting and managing customer expectations and their perceptions is key.

Customer Expectations 108

Customer Expectations Social Media Education Contact Center 108

ECXO

DECEMBER 25, 2024

Companies that can master the balance between driving growth and fostering genuine, positive interactions with their customers are not just survivingthey’re thriving. Whats more, the COVID-19 pandemic accelerated this shift, as companies adopted digital tools and reimagined customer touchpoints to remain relevant.

Customer Experience 156

Customer Experience Social Media CX E-commerce 156

ECXO

DECEMBER 4, 2024

Customer Success Uncovered: How SaaS and Manufacturing Win with Tailored Strategies Customer success has become a cornerstone for businesses aiming to foster long-term customer satisfaction, boost retention rates, and drive sustainable growth. Real-life Examples SaaS Industry 1. Manufacturing Industry 1.

Manufacturing 156

Manufacturing Customer Satisfaction Net Promoter Score B2B 156

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

Experience Investigators

AUGUST 20, 2024

And no, you can’t just say “be customer-obsessed” and hope for the best. And customer experience management requires a thorough approach to training and educating all employees. Yet in some organizations, customer experience training is reserved for those who are in customer service roles only.

Education 102

Education CX Artificial Intelligence Start-ups 102

Fonolo

OCTOBER 26, 2023

Companies place a great deal of importance on meeting customer expectations. According to Forrester, nearly 95% of leaders say that providing a good customer experience is a top strategic priority, and 75% want to use customer experience as a competitive advantage. What do customers want?

Customer Expectations 81

Customer Expectations Social Media Contact Center Customer Service 81

ECXO

OCTOBER 30, 2024

In the realm of customer experience, empowering customers with information, tools, and support can have a transformative effect. Businesses should strive to educate their customers, offering resources that enhance their understanding of products and services.

Customer Experience 156

Customer Experience Social Media Artificial Intelligence CX 156

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 Net Promoter Score VOC Government 460

Intercom, Inc.

JULY 1, 2020

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need.

Education 239

Education Sales Customer Retention Customer Loyalty 239

ECXO

AUGUST 6, 2024

When companies struggle with future thinking, it can negatively influence their ability to meet customer expectations and adapt to changing market conditions. The ability to engage in future thinking is crucial for delivering a superior customer experience. 3.

Customer Experience 177

Customer Experience Innovation Education Government 177

eglobalis

OCTOBER 9, 2024

Challenges : Balancing internal resources with customer expectations is always a challenge. It’s important to set realistic timelines and communicate them clearly to customers. Use customer education to highlight the unique benefits of your solution compared to the competition.

Customer Feedback 516

Customer Feedback Compliance Innovation B2B 516

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

CX Accelerator

NOVEMBER 11, 2022

LEARNING AND DEVELOPMENT Improving CX will always involve a cycle of re-education. At its heart, a CX transformation is changing how the business thinks about its customers… and aligns them to a set of behaviors that lead to positive outcomes. So the second person we would hire would be a Customer Insights Manager.

CX 307

CX Customer Journey Map CX Transformation Government 307

Intercom

JANUARY 20, 2025

The quality of your customer service either builds and reinforces crucial trust, or severely undermines it if issues are not resolved satisfactorily. Meeting those customer expectations at scale, while also adhering to strict regulatory requirements, demands the very best technology.

Customer Service 91

Customer Service Compliance AI Education 91

Totango

NOVEMBER 14, 2019

It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. Standardized Practices.

Education 64

Education Actionable Insights Start-ups Customer Relationship 64

Callminer

JULY 11, 2016

Five days of inspirational, educational, customer-oriented keynotes, sessions, demos, and more designed to help companies deliver exceptional customer service. One spectacular location.

Education 140

Education Customer Expectations Customer Service Contact Center 140

Bill Quiseng

DECEMBER 6, 2021

Highlight your culture by introducing your core values, describing the empowerment processes that employees can use to exceed customer expectations and offering specific stories when employees went above and beyond for your customers. Don’t bore your employees with rote customer service training.

Legal 195

Legal Education Customer Service Customer Survey 195

ECXO

MAY 16, 2024

The key here is to explain the context of each employee’s purpose, demonstrating how their work directly affects the customer experience and bridges the gap between customer expectations and actual delivery. Each employee’s contribution is crucial for the overall customer experience, directly or indirectly affecting it.

Touchpoint 207

Touchpoint Customer Journey Map Education CX 207

Intercom, Inc.

APRIL 29, 2020

In our case, creating value for our customers meant sharing best practices for managing their COVID-19 response. Our product education manager Phil Byrne – you might recognize him from our product onboarding ??– How do you communicate with customers when your business and their businesses are going through so much change?

Education 228

Education Event Planning Start-ups Healthcare 228

Intercom, Inc.

OCTOBER 27, 2020

Kristen Swanson is the Customer Experience Chief of Staff at Slack , the channel-based messaging platform designed to “make work simpler, more pleasant, and more productive.”. In practice, maintaining that level of personal connection with customers at scale requires a strong foundation of technology. Understanding the customer.

Close the Loop 179

Close the Loop Education Start-ups Customer Expectations 179

Intercom, Inc.

MARCH 16, 2021

Today, customer expectations are at an all-time high. A proactive customer support approach is the key to regaining control. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. Educate customers on new features.

E-commerce 201

E-commerce Education Customer Satisfaction Start-ups 201

Gainsight

JANUARY 11, 2024

Many, many companies have hundreds and hundreds of Customer Success Managers trying to scale the business and drive net retention.” Customer Success Manager | Kandji As a Customer Success Manager, you’ll be responsible for the success of our customers. What’s a Customer Education Manager (CEM)?

Education 52

Education CEM Customer-Centric Organization Sales 52

Gainsight

AUGUST 7, 2024

This is a call to every B2B company with customers (aka all of them): Everything you do must be built around your customers, including how you educate them about your product. Today, and every day in the future, you can no longer think of customer education as a “check the box” tactic delivered in a transactional way.

Education 52

Education B2C Gaming B2B 52

Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. How CX & Marketing work together: Spotting gaps in product descriptions & FAQs if customers keep asking the same question, the answer should be easier to find. But thats easier said than done.

CX 115

CX Customer Experience Net Promoter Score NPS 115

CX Accelerator

MAY 15, 2019

While it’s important to adapt to technological change, it’s important also to be able to look at your customer service function and seek to improve what’s there already. But customer expectations are on the rise, and our agents are rarely in the best place to recommend improvements to the customer experience as a whole.

Contact Center 51

Contact Center Customer Service Start-ups Technology 51

Callminer

JUNE 21, 2017

As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. As previously mentioned, the target of focus for call center is primarily to meet customer expectations. Below are some of the benefits of deploying effective training methods for your company.

Education 174

Education Customer Expectations Innovation Customer Satisfaction 174

Gainsight

AUGUST 7, 2024

This is a call to every B2B company with customers (aka all of them): Everything you do must be built around your customers, including how you educate them about your product. Today, and every day in the future, you can no longer think of customer education as a “check the box” tactic delivered in a transactional way.

Education 52

Education B2C Gaming B2B 52

Intercom, Inc.

OCTOBER 22, 2020

And a recent study from Deloitte found that two-thirds of customers will switch brands entirely due to a poor customer experience. Customer expectations are higher than ever, and this acts as a forcing function, inspiring companies to think about their customers’ entire journey from acquisition to onboarding and support.

CX 218

CX Voice of the Customer Close the Loop Sentiment Analysis 218

Gainsight

JUNE 28, 2024

Thousands of customer education, customer success, community, and product pros shuffled through the doors of St. Now, I want to share my biggest takeaways from every session and what I think they mean for the future of digital customer education. What new opportunities will AI create for retaining customers?

Education 52

Education AI Artificial Intelligence Start-ups 52

Customers That Stick

DECEMBER 18, 2014

I grew up in Bartlett, TN and attended Union University in nearby Jackson where I earned degrees in elementary education. Our primary customers were the parents of the children we were serving. Meet Becky Lollar ! I taught Kindergarten for three years then chose to stay at home with my two daughters.

Customer Experience 162

Customer Experience Sports Construction Social Media 162

Gainsight

OCTOBER 10, 2023

These are the headline-grabbing use cases, but the rise of AI is trickling into other industries, including Customer Education. While still early in its evolution, AI is helping Customer Education teams create more impactful content with fewer resources. your goals should really come from your customers and team.

Education 52

Education AI Artificial Intelligence Healthcare 52

Intercom, Inc.

MAY 13, 2020

We sat down with Tom and Kaitlin Pettersen, our Global Director of Customer Support, in a recent webinar that focused on how support teams can increase retention and reduce churn among their customers right now. Reduce customer churn through delightful service and product education.

Education 129

Education Finance Customer Retention Sales 129

Uplifting Service

JUNE 19, 2023

That’s because customer expectations are always changing. And to meet and exceed them, your service must keep improving, evolving, and adding additional value for your customers, employees, and the communities in which you work. The post How to Stay Ahead of Customer Expectations appeared first on Ron Kaufman.

Customer Expectations 40

Customer Expectations Social Media Innovation Customer Satisfaction 40