Customer service (CS) and customer experience (CX) are two terms that are used interchangeably, but do they really mean the same thing? Is the customer experience just a buzzword? Well, not exactly, and companies that prioritize customer experience are seeing a higher level of growth than thos...
Today, many companies are talking about customer experience (CX) and it’s frequently at the top of the corporate agenda. They’re creating new positions within their organizations and they’re viewing customer experience and service as the single most important way for their organization to achiev...
A great example is delivery companies which followed Uber’s example and started providing information about their drivers and tracking options for customers to see where their parcel is on a map. This proves that service companies stand to win a great deal from creating the right customer experi...
Companies that rank customer service as a top priority are six times more likely to surpass their customer retention goals. Successful businesses aren’t dwelling on the customer service versus customer experience debate—they’re leveraging both to improve customer satisfaction and boost their bottom...
CUSTOMER EXPERIENCE has quickly become the hottest topic in business. It is the theme of countless articles, webinars, and even several Ted Talks. So why add to that pile? It is because the vast majority of companies, including propane dealers, still find it seriously confusing. Let's try ...
And they’ll reap the benefits of this, as companies with united data and tools perform better than those that don’t: Leaders who say their service team’s data is integrated with the tools they use are 119% more likely to say their customer service strategy was effective. ...
But the opposite is also true: whenever companies fail to invest in their customer service experience, they run the risk of hemorrhaging otherwise loyal customers. Hyken research shows that up to 90% of customers will switch to competing companies for better CX. That risk even applies to your ...
Elevating customer experience to customer care is the key to attracting new consumers and retaining existing ones in today’s omnichannel world.
Build responsive, high-value customer service experiences. Consumers and businesses keep raising the bar on what makes a great customer service experience. The one thing everyone can agree on? “Great” isn’t calling a customer service hotline after encountering the issue. Companies now need to ...
everyone else. Customers will say, “They are always friendly, always knowledgeable, always helpful…” the word always followed by something positive is the consistency customers want. A consistent and predictable above-average experience is what makes great companies and people great… even amazing!