The CX Hype Squad

Promoting the best customer experience content and thinkers on Twitter! #cx

[HoneyJane Santos - 83/100 @HoneyJaneSantos]

Offering exclusive deals and discounts to your loyal customers can help increase retention rates.

[Julia Ahlfeldt, CCXP @JuliaAhlfeldt]

#ChatGPT and AI bots are taking over the headlines, how do you feel about their place (and future impact) in #CX?

https://t.co/r53JdXooBY

[Stephanie Thum, PhD, CCXP @stephaniethum]

Effective #communication is the key to unlocking exceptional #customer experiences. Prioritize open dialogue and understanding. Every interaction counts. #cx

[Jenny Dempsey @jennysuedempsey]

Friday afternoon reading @BrittanyHodak #cx

[Practical CX ® @PracticalCX]

Practicality is a powerful tool in customer experience. Understand customer needs, offer realistic solutions, and be proactive in resolving issues. #cx

[Vijay Wagh @viwa_life]

@flightcentreAU trying to book flights using the Qantas flight credit,have been calling for 3 days but no resolution,very poor customer experience. Outsourced call centres,poor call centre employees just at the firing end and take a flak of poor exec management.

[HoneyJane Santos - 83/100 @HoneyJaneSantos]

Your customers want to feel heard and appreciated. Make sure you're showing them you care. #CustomerAppreciation #Retention

[Aimee Lucas @Aimee_Lucas]

🙂 good example of “the customer is not always right” - if you choose to pay for 1 type of experience, you can’t be mad when that’s the experience you get…half full flight is irrelevant. Maybe weight/balance is also in play? But even if not, you get what you pay for. #CX

[HearMeTravel @legifford]

@Delta “No.”
Me: “OK. Maybe a Manager can help me. Transfer me to a manager.”
@delta “No. I will not transfer you.”
So now customers aren’t allowed to escalate requests for assistance. Just thought y’all should know-when you’re booking your next flight. #CXfail #customerservice

[EAW in NYC 🎗️🇺🇦 @eawinnyc]

@MuseumModernArt When will the garden be open? And when will visitors be able to see the #huyghe sculpture? Of the 5 MoMA team members asked this afternoon, 3 had no idea and no clue who to ask, 1 referred me to your website, and 1 said ‘it’s really busy right now’ #CXFail.

[Marsha Collier @MarshaCollier]

Q5 #custserv

Where does trust rank among the reasons people will do business with you?

[CXPA @CXPA_Assoc]

Now open! 🏆CXPA Awards aim to recognize innovation, accomplishments, and contributions in #CX. 🌟Learn more today! Deadline to apply July 14. #cxpa #ccxp #customercentricity #customerexperience #cxawards https://t.co/jBAjTimAsI

[Intelligent Purpose @CustomerPurpose]

5 Key questions to ask about measuring Customer Experience
1. How will you gather the data
2. Which measures will support improvements
3. How will you measure success?
4. How will you drive action?
5. How will you engage your customers?

#customerexperience #strategy #marketing

[Stephanie Thum, PhD, CCXP @stephaniethum]

Fail to protect their personal data.

Lie or over embellish the truth.

Overcharge.

Raise the price without raising the value.

Say, “That’s not my job.”
#custserv

[Karla Aguilar Pérez 🇸🇻🇨🇦 @Travellersoul76]

@GregOrtbach A4. Great question

@Bell Canada lost a 25+year customer over a $30 bill and has sent people to try to get me back.

No offer$ will erase how they treated me. Their loss and really bad PR.

#custserv

[CXPA @CXPA_Assoc]

Looking for a new #CX role? ⌨️ Need a #CX star to join your team? 🌟CXPA's job board has many top companies who look for #CCXP. https://t.co/dknIhNvzSO #CX #CXjobs #Customer #CustomerExperience #USA # Canada #Malaysia #Philippines #Netherlands

[Jimmie Jephson @jimmiejephson]

Don't focus on your stack, focus on solving your clients needs.

[Gargware @gargware]

@SW_Help Here are a few tips for keeping your customers comfortable:
1- Don’t have trains delayed for over an hour
2- Don’t have trains moving at max speeds of 10mph
3- Do provide air conditioning in your trains, ESPECIALLY when you have delays and it’s 30+ degrees outside… 🤦🏻‍♂️🤦🏻‍♂️

[Sandip Gupta (Sandy!), Human Experience @SandipKrGupta]

#CXQOTD 22nd June:
How to ensure customers updates on cases when it's escalated to tier 3 that's sometimes dependent on development? What solution worked for you, SLA or something else?
@toister @DebbieSzumylo @stephaniethum @justinmrobbins @RoyAtkinson @AilsDay @tanujdiwan

[Julia Ahlfeldt, CCXP @JuliaAhlfeldt]

Ever heard of a "maybe" customer? They're the consumers who are on the fence about purchasing your product. This author argues one of the "maybe" causes is due to the online shopping experience. #CX ➡️ https://t.co/PxjhviJOb4