Rachel Williams’ Post

⭐ UPCOMING CX WEBINAR ⭐ Our LIVE webinar with our Chief Customer Officer, Jon Marc Patton, is just one week away! 💻 Jon Marc is a passionate CX leader with over 20 years of experience in cultivating and applying best practices in customer success. Join us on April 25th at 1:00 pm ET for "Let’s Talk Facts: 3 Keys to Exceptional Customer Experiences" and unlock the strategies driving lasting customer loyalty and profitability. This is one you won't want to miss! 🚀 📈 💻 ✅ Register Now: https://lnkd.in/gRdTKauA #CustomerService #CustomerExperience #CXStrategy #Webinar

🚀 Exciting News! 🚀 I’ve just completed an incredible course on Customer Engagement that dives deep into what truly matters in connecting with customers. It’s not just about managing calls or complaints—it's about forging genuine emotional connections. Here’s a sneak peek of what I learned: 🔹 How the Customer Engagement Value Chain can drive business growth 🔹 The Seven Walls separating you from your customers 🔹 Three game-changing words for customer interaction 🔹 How Mercedes-Benz achieved top-tier customer satisfaction This course has equipped me with valuable insights to transform customer experiences and drive meaningful engagement. Excited to apply these strategies and make a real impact! 🌟 #CustomerEngagement #ProfessionalDevelopment #CustomerExperience #ContinuousLearning

🎉🥳 It's day 2 of National Customer Service Week! 🎉🥳 Did you know that 80% of customers are likelier to purchase from brands offering personalized experiences? Personalization is no longer a luxury; it’s a necessity in today’s CX landscape. It's about creating moments that matter to your customers and making them feel special which can differentiate you from your competitors. Ask yourself, why should customers choose us? I was at the Surrey Law Society Awards last week, and while at dinner, was lucky (perhaps) to be immortalised by a cartoonist! It doesn’t get much more personal than that! 😱🤣🤣🤣 CX Top Tip of the Day: Leverage customer feedback data and undergo customer journey mapping to understand your customers and personalize interactions, throughout the prospecting and purchase phases, making each customer feel seen and valued. Join me tomorrow as we dive into how proactive service can create lasting loyalty. If you're ready to elevate your customer experience, increase customer loyalty, and drive growth, let’s have a conversation. As a Certified Customer Experience Professional, I'm here to support businesses of all sizes across all sectors! #Customerserviceweek #cx #whatastunner

#CXCon24: Elizabeth Ekanem on building curiosity and interest in the product When navigating product and process operations, there is a constant need for constant customer engagement and curiosity-driven growth. According to Elizabeth, improving customer experience starts with a mindset of exploration. It’s an ongoing process of listening to feedback, testing new ideas, and ensuring that every interaction feels intuitive and beneficial. Watch the full talk here: https://lnkd.in/dEhpDtqz #Cowrywise #CustomerExperience #Growth

The 2024 customer service week theme was Above and Beyond and this reminds me of the crucial role that seamless processes and well-designed systems play in elevating the customer experience. Streamlined Processes: Behind every successful customer interaction is a set of finely tuned processes. By continuously improving our workflows, we ensure that every customer touchpoint is efficient, personalized, and hassle-free. Innovative Systems: With the right technology in place, we can anticipate customer needs, provide faster resolutions, and create more meaningful engagements. Our systems allow us to stay one step ahead, delivering solutions before our customers even ask for them. Data-Driven Insights: By leveraging data and customer feedback, we enhance our service delivery, ensuring that we not only meet expectations but go above and beyond them, creating memorable experiences. Going the extra mile for our customers isn't just an act—it's embedded in the very processes and systems that power our work. #AboveAndBeyond #CustomerExperience #ProcessImprovement #Innovation

In an era of rapid digitalisation, customer service has become a key touchpoint that shapes the entire customer journey. PA helps companies navigate this digital transformation, ensuring their customer service teams are equipped to create positive, memorable experiences that build lasting customer relationships. As International Customer Service Week continues, let’s celebrate the teams making a real impact. #CustomerServiceWeek #DigitalTransformation #CustomerJourney #CXImpact #PAPerspectives

While NPS offers a straightforward and easily implementable metric for gauging customer loyalty, its limitations have become increasingly apparent. Its oversimplified approach, lack of actionable insights, and cultural biases make it less effective for understanding complex customer relationships and predicting long-term loyalty. Alternatives such as CSAT, CES, CI-Score, and VES provide more detailed and actionable insights, enabling companies to better meet customer needs and drive sustainable growth. The shift away from NPS towards more comprehensive feedback systems reflects a broader trend in the industry and more understanding of our customers, emphasizing the importance of a nuanced and multi-faceted approach to customer experience management.

Wish you could improve your team's customer service? Have you recently mapped out each of the different customer touchpoints and identified how to better deliver each one? We are planning to offer a Customer Experience Excellence course this fall, led by world-class business facilitator Greg Zirkle. Stay tuned for details! #bjuscope #trainingprograms #customerexperience #businesslearning

Know the secrets to exceptional customer service in the digital era! Our latest guide reveals the essential do's and don'ts to elevate your customer experiences to new heights. From personalized interactions to empathetic responses, learn how to navigate the digital landscape with finesse and leave a lasting impression on your customers. Dive into our expert tips and transform your approach to customer service today! #CustomerServiceTips #DigitalExperiences #AgencyHandy #ExceptionalService

99% of you might not 𝐤𝐧𝐨𝐰 𝐭𝐡𝐢𝐬... Before understanding the difference, I confused Customer Experience with Customer Service multiple times. It wasn’t that I lacked understanding; it boiled down to: →Thinking responsive support was enough →Focusing only on resolving issues →Ignoring the overall feelings of the customers Each approach led to dissatisfied customers. Then, I delved into customer journey mapping and gave it six months of solid effort. This was different. I managed it, fully embraced the journey, and eventually, positive feedback started rolling in. Months went by with challenges like aligning all touchpoints, but I persisted. Eventually, we saw an increase in returning customers, reshaping how we handle client relations. The takeaway? Customer Experience is about the overall journey and emotion, while Customer Service is just one aspect. #CustomerExperience #CustomerService #YatishSaxena