Customer Service Consultant, Speaker, Trainer, Author, Forbes Senior Contributor || Customer Experience (CX)
How To Create A #Customer #Experience That Lingers In A Customer's Memory || Originally published in Forbes. Written by Micah Solomon (that's me!), a customer experience consultant, trainer, and expert.
Understanding the distinction between customer experience (CX) and customer service is crucial for organizations looking to exceed consumer expectations. While customer service refers to the direct assistance and support a company provides to its customers, customer experience encompasses the entire journey a customer has with a brandfrom their first interaction to post-purchase follow-up. This holistic view of CX helps organizations create consistent, positive interactions that foster long-term loyalty and advocacy. For industries like financial services, where trust and reliability are critical, focusing on customer experience can make a significant difference in customer retention. CX strategies that prioritize personalization and conveniencesuch as streamlined communication and proactive supportare vital to keeping customers engaged. By addressing needs at each stage of the customer journey, companies can set themselves apart in a competitive market. How does your organization approach the balance between providing excellent customer service and creating an overall positive customer experience? Are there specific CX strategies you've found effective in driving customer satisfaction? #customerexperience #cx #customercommunications #digitaltransformation
💡 Customer experience, by the experts. Explore these top 10 motivating CX quotes and why they're important: https://bit.ly/3IHpQVn
Managing Director @ 3ROCK GLOBAL | Increasing impact, attention and sales for brands around the world with innovative 3D and AR solutions.
Is it better to be different or better than your competition? 🤔 In customer service, better can mean a lot of different things. It might be responding more quickly to queries, being consistently kind and helpful, or even just having easily accessible CS, depending on your competitors. To me, that doesn't necessarily make you stand out. It just means you're better at meeting expectations. Being different, however, makes you unique. There will always be companies with better customer experiences than you... unless you do something that no one else has ever done before. #CustomerExperience #CustomerService #BusinessManagement #CreativeAgency #MarketingAgency
Customer experience is a promise to your customers - one that exists across every interaction. For many organizations, that promise can be hard to keep. That's why CX consultants are the secret weapons to success. Read our article to discover the top 5 ways CX consultants help you keep your customer promises, time and time again.
I don't claim to be an expert on customer experience, but I am an expert customer. I wanted to share something regarding a book where the author is a recognized expert on customer experience, but didn't give me the best customer experience. I'm not going to call out the book or the author. My point is not to embarrass them but to perhaps remind all of us that the customer experience includes all the little things, and you never know what might stick with the customer. In general, I liked what the book had to say. The problem arose when the author was providing some historical information on the quality movement and included some quality buzzwords such as "kaizen", "just-in-time manufacturing", and "Six Sigma". Since I know quite a bit about this area, it was obvious to me that the author is not an expert in this subject because they misstated a few things. This greatly impacted my experience as a consumer of their (product) book. I am now questioning their expertise overall. If they got this wrong, what else did they get wrong? Worse yet, I may not notice mistakes in other areas if I am not as familiar with the concepts. My point is that we should remember that when we are engaging with a customer, EVERYTHING we say and do is under scrutiny and adds to (or subtracts from) their customer experience. One misstep can really damage the experience, and your credibility. And if you're writing a book, perhaps you should get expert help on areas that are outside your wheelhouse.
When you think of the phrase “inside out” relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. Inside out means companies focus on processes that are designed and implemented based on internal thinking and intuition. The customer’s needs and perspectives aren’t considered in this type of thinking. Company leaders make decisions because they think they know what’s best for the business, not for the customer. There’s a conscious decision to make process, policy, people, systems, or other changes that: 👎Don’t improve the customer experience at the same time 👎Are about maximizing shareholder returns, not about benefits for the customer 👎Improve internal efficiencies but to the detriment of customer interactions 👎Are cost-cutting measures that also negatively impact the customer experience 👎Might be the wrong process, policy, people, or systems to change But when you hear inside out defined as “how employees impact customer satisfaction and, ultimately, the customer experience,” that makes a whole lot of sense. That is not cringe-worthy. Employees are critical in the customer experience equation. https://lnkd.in/dPqTZHUX #employeeexperience #customerexperience
Customer Service Consultant, Speaker, Trainer, Author, Forbes Senior Contributor || Customer Experience (CX)
Only The Customer Gets To Decide What Matters In The Customer Experience || A Forbes article by Micah Solomon, customer service and customer experience (CX) expert, trainer, consultant, author (that's me!)
Customer experience is often the only notable difference between brands. Use Customer Experience Management to create positive and memorable customer interactions, increasing customer satisfaction and loyalty and, ultimately, improving revenue. https://lnkd.in/gJ6vHNE2 #customerexperience
Improving customer experience is a key activity for all businesses to work on to maintain strength in competitive markets. Make 2024 the year you start nailing the Customer Journey! Click below to learn more about how to improve customer experience https://lnkd.in/dCt2w6u4
This week in Customer Experience: We definitely agree with these insights and are dedicated to incorporating them into our approach. Invest in Your Team: We ensure every effort is recognized, big or small. Our team is equipped with all the necessary tools and benefits from weekly our weekly chat. We believe that when our employees feel valued, they pass that positivity on to our customers. Remove Customer Anxiety: We always put our customers at heart, catering to their needs to ensure every dollar spent brings value. Our goal is to make sure their investment is worthwhile and purposeful. Show Customers They Matter: Even after our conferences, we continue to support our customers. We don’t just say goodbye after the event; we try to build lasting connections, attending to their needs and fostering long-term relationships. Fortinus Events is here to build long-lasting connections and ensure an exceptional experience for everyone we work with. 🤝 #CustomerExperience #CX #CustomerCentric #EmployeeEngagement #CustomerLoyalty #CustomerJourney #FortinusEvents #CXGSME24
Customer experience (CX) isn't just a buzzword; it's the foundation of successful businesses. Every interaction with your customers can make or break your relationship with them. Here’s why refining your CX strategy is crucial and how you can elevate your game: 🔍 Key Insights: Customer Experience Matters: 73% of customers consider experience as crucial as price and product quality Retention is Key: 94% of customers likely to repurchase from brands with excellent CX. Avoid Pitfalls: 72% of customers switch brands after one negative experience. 💼 Best Practices to Elevate Your CX: Invest in Your Team: Happy employees create happy customers. Empower your team to deliver exceptional service. Remove Customer Anxiety: Identify and address pain points in the customer journey to build confidence and trust. Show Customers They Matter: Small gestures, like personalized gifts or thank-you notes, go a long way in making customers feel valued. Read the full article for more insights on crafting a stellar customer experience playbook https://lnkd.in/gyB6vW3n
