ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. If you’re like most people, you used the self-service option. Here are my top five picks from last week.

Self Service 76

Self Service Customer Service Social Media Feedback 76

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Peter Lavers

JUNE 26, 2017

When you think of your ideal customer experience, does it include someone telling you, “no,” or “I can’t”? Companies need to train their staff to provide alternative solutions and avoid the easy “no” response in order to create a better customer experience. Problem Solve for a Better Customer Experience.

Customer Experience 92

Customer Experience Self Service Social Media Training 92

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. 12 Unique Ways to Build Brand Loyalty Through Social Media by YEC. AllBusiness) Social media is an invaluable tool to help market your brand, but what good is it without a target audience? Is the customer always right?

Social Media 48

Social Media Customer Service Self Service B2C 48

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Self Service Customer Experience Effort Score 49

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Self Service Social Media Innovation 72

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. Published on: November 22, 2017.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Tricia Morris

JUNE 13, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights – and by far around channel availability and digital transformation. 56% of global consumers say they have higher expectations for customer service now than they had a year ago.

Report 40

Report Customer Service Self Service Social Media 40

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Omni-Channel 52

Omni-Channel Virtual Call Center Customer Experience Self Service 52

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business. Here are five areas for focus on: 1.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. © 2003 - 2016 Provide Support LLC. Read more.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

TechSee

MAY 15, 2018

While many people choose to actively share their personal experiences over social media, they are wary of smart devices having access to personal data about their homes and habits. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology. Security & Privacy.

Analysis 111

Analysis Marketing Self Service Wireless 111

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes.

Omni-Channel 48

Omni-Channel Self Service Customer Service Social Media 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. Is it stopping the customer from buying?

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Here are 9 ways how Magellan Solutions keep inbound call volume in check and improve overall customer experience: 1. Offer self-service options.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

WorkOutLoud

JANUARY 23, 2018

Article Summary: There is a strong correlation between Customer Retention and a positive Customer Experience, and an even more direct correlation between Customer Churn and a negative experience. How strategic are your customers to your organization, do you view them as strategic at all? of SuperOffice.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. This is something that online companies such as Amazon specialize in, building strong customer loyalty by offering a seamless digital experience.

Insurance 48

Insurance Self Service Transportation Policies 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Clicktools

MAY 24, 2017

. ~~~. Competitive pricing, a slew of innovative features and benefits, nailing customer service—the list of methods for getting ahead in today’s competitive marketplace is stacked with valid tactics like these. Easy: prioritizing customer experience (CX)—a make-it or break-it factor for many brands. Customer engagement.

Engagement 45

Engagement Customer Experience Self Service Social Media 45

Tricia Morris

JULY 13, 2015

Multichannel Customer Service Report from Microsoft Dynamics CRM and Parature, from Microsoft, 92% of consumers surveyed said they now expect brands and organizations to offer a customer self-service support portal. Think Like Your Customers. Design with your customer in mind.

Self Service 40

Self Service Tips CRM Social Media 40

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

Eptica

APRIL 12, 2019

Author: Pauline Ashenden - Marketing Manager It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK, ahead of this week’s Stratégie Clients. Published on: April 12, 2019.

Conference 76

Conference Self Service Fashion Ecommerce 76

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. Published on: January 24, 2018.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49