BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. This blog isn’t about turning every customer into a lifelong friend.

Examples 109

Examples Tips How To Social Media 109

Experience Investigators by 360Connext

MAY 16, 2023

Ever wish you had a crystal ball to predict customer complaints and issues? While we don’t have a magic solution, we do have the power to predict more, prevent pain, and proactively create positive moments along the customer’s journey. There are ways to be proactive in customer experience that apply to almost every journey.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Beyond Philosophy

NOVEMBER 6, 2021

The 5 Rules to Dramatically Improve The Way you Deal with Customer Complaints. Does your organization like to pretend that complaints never happen? Does your organization like to pretend that complaints never happen? Many organizations have the wrong approach to customer complaints.

Consulting 97

Consulting Insurance Financial Customers 97

Helen Dewdney

JANUARY 23, 2023

The Institute of Customer Service January 2023 figures The Institute of Customer Service (ICS) has today released its latest UK Customer Satisfaction Index (UKCSI) figures, based on the organisation’s own research. The UKCSI shows that overall UK customer satisfaction fell by 0.7 points year on year, to 77.7 (out

Customer Service 70

Customer Service Consumers Customer Satisfaction Tips 70

NICE inContact

OCTOBER 16, 2018

Some call centers struggle to have a stellar reputation, but it doesn’t have to be that way. Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. First, some scary truths.

Call Center 260

Call Center Customer Service Self Service Social Media 260

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. out of 100, well below the all-sector average of 78.1.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

Comm100

AUGUST 5, 2020

Only 35% of customers are willing to wait 30-60 seconds for a response on live chat. On the surface, these ‘lost’ customer engagements may not seem especially important, but their impact can go far beyond slight frustration. If a customer’s issue is not resolved and their voice is not heard, customer retention is at risk.

Wait Times 130

Wait Times Tips Customer Service Omni-Channel 130

Helen Dewdney

MARCH 4, 2021

Vulnerable people are frequently left without a resolution to a complaint. We all know that it can cost at least 5 times more to gain a new customer than to retain an existing one. We all know that it can cost at least 5 times more to gain a new customer than to retain an existing one.

Groups 93

Groups Customers Customer Service Sales 93

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? Lean in and learn why we should listen to our customer service employees if we truly cared about customer experience. We did…You’d be amazed at what we found, or will you? Well, at least, we tried. Check it out!

Call Center 219

Call Center Self Service Social Media Contact Center 219

Helen Dewdney

MARCH 22, 2023

New complaints figures published today (22/03/23) by the Financial Ombudsman Service (FOS) indicate that yet again complaints against individual businesses have risen. During the last reported quarter 1 July – 31 December 2022 (H2) it received a total of 79,921 new complaints, compared to 72,978 in the previous six months (H1). “The

Financial 61

Financial Insurance Banking Consumers 61

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Kustomer

JULY 6, 2023

As CMO of Kustomer, I have shadowed many customer service agents, doing hundreds of ride-alongs and stakeholder interviews, many of them with individuals from this rising generation. Work is the one area where customer service agents do not get much support from AI. The workforce is rapidly changing. The problem is, it’s not.

Customer Service 98

Customer Service Exercises Chatbots System 98

ProProfs Chat

DECEMBER 28, 2020

If you’ve heard such customer concerns lately, then it means they’ve been through a bad customer service experience with your brand. It’s not like you wanted this, but let’s face it that your customers may come up with such complaints even in the future. What are Customer Complaints?

How To 94

How To Knowledge Base First Call Resolution Customers 94

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. Guess what?

Customer Service 80

Customer Service Customer Retention Tips Brands 80

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. This year’s winner was Thomson Reuters! They’ll receive $50,000 for their contact center.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

SurveySparrow

APRIL 13, 2021

An organization should have well-thought-out plans for various things, starting from what to do for a failed delivery to a defective product sent to a customer or a faulty onboarding process. Service Recovery is the act of getting in touch with a customer to address their negative experience with your business to promote customer retention.

Strategy 97

Strategy Leadership Survey Feedback 97

ShepHyken

AUGUST 9, 2021

Each week I read many customer service and customer experience articles from various resources. Eight Ways Companies Can Turn A Negative Customer Experience Into A Positive One by Young Entrepreneur Council. How do you handle a bad customer service experience ? Here are my top five picks from last week.

Customer Service 145

Customer Service Social Media Report Culture 145

CSM Magazine

FEBRUARY 10, 2023

Customer complaints can be a tricky thing to navigate as a business. You want to ensure that you are resolving any issues customers may have, while also protecting your reputation and bottom line. This article provides strategies on how to manage customer complaints with professionalism, efficiency and understanding.

Tips 52

Tips Social Media Policies Strategy 52

Calabrio

SEPTEMBER 30, 2020

Key customer insights—or the lack thereof—can make or break a business in today’s harrowing world. That’s why the right analytics platform, applied the right way to the right data, is so critical to contact center leaders right now. But selecting a winner won’t be easy. Bluegrass Cellular.

Analytics 147

Analytics Net Promoter Score Contact Center Effort Score 147

Helen Dewdney

MARCH 10, 2021

It undertakes research with consumers regarding complaints. Figures released today (9 March 2021) by Ombudsman Services in its Consumer Action Report 2020 reveal that 83% of respondents agreed that a “Well-handled complaint increases my loyalty to a provider”. Loyalty and complaint handling.

Company 72

Company Consumers Guidelines Report 72

Magellan Solutions

APRIL 8, 2024

Do you know what the challenging part of a customer service representative’s role is? Pacifying an angry customer! Dealing with an irate customer is a valuable skill that each one must possess. But there’s a silver lining in dealing with such customers. Why Apology Matters in Customer Service?

Tips 52

Tips Examples How To Customer Service Representative 52

CSM Magazine

APRIL 19, 2022

Twitter can be a great way to connect with customers and build customer relationships, but it can also be a place where customer complaints are aired. If you’re not prepared to handle customer complaints on Twitter, you could end up making a bad situation worse. Acknowledge the Complaint.

Tips 52

Tips Social Media Guidelines Customers 52

BirdEye

OCTOBER 12, 2023

By generating personalized responses and continuously monitoring feedback, businesses can mitigate the damage caused by negative customer reviews and use them as catalysts for improvement. This blog has the 7 strategies for managing negative customer reviews. Table of contents What is a negative customer review?

Feedback 58

Feedback Consumers Customers User Experience 58

Helen Dewdney

JANUARY 25, 2022

The Institute of Customer Service has released its annual UK Customer Satisfaction Index today, 25 January 2022 and reveals that complaints are up! Improvements in complaint handling. The report this year reveals that consumers have experienced some significant improvements in complaint handling.

Poor Customer Service 58

Poor Customer Service Consumers Customers Report 58

Team Support

MAY 31, 2023

Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. Today’s chatbots are more focused on enhancing the customer experience by offering immediate answers to common challenges.

Chatbots 98

Chatbots Customer Service Competitive Advantage Self Service 98

Playvox

APRIL 4, 2023

They’re protecting and building your company’s brand — no matter what they have to deal with from customers. Signs And Effects Of Poor Agent Emotional Well-Being In Your Contact Center Working with customers requires a lot of emotional labor from your customer service center agents — even if customers are happy.

Contact Center 78

Contact Center Average Handle Time Study Feedback 78

Helen Dewdney

MAY 26, 2021

The trouble with jargon when writing to customers. Whilst it can help when talking to colleagues to expedite conversations, it is not a great idea when talking to customers! Whilst there be some things that have to be used in correspondence with customers such as with legal requirements there is rarely a need for much of what we see.

Fashion 78

Fashion Groups Customers Tips 78

CSM Magazine

JANUARY 11, 2022

customers want more of it in the future. Given the impact of the customer experience on purchase behavior, customer service managers need to pay attention to the level of customer assistance they provide. Here are ten ways you can provide your clients with excellent customer assistance. and 74% of non-U.S.

Self Service 93

Self Service Chatbots Customer Service Representative Knowledge Base 93

Helen Dewdney

JULY 7, 2021

How satisfied with customer service are you? The Institute of Customer Service (ICS) published its bi-annual UK Customer Satisfaction Index (UKCSI) report today, 7 July 2021. It showed that the number of complaints about poor service in the last six months was at its highest level since 2009! out of 100), 0.4

Tourism 76

Tourism Transportation Telecommunications Customer Satisfaction 76

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 90

Customer Service Retail Interaction Hospitality 90

ShepHyken

FEBRUARY 5, 2021

He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business. Talk With Your Team. Send Free Gifts.

Tips 99

Tips Customer Experience B2B Travel 99

ShepHyken

DECEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: I’m often asked about how to handle negative online reviews. Five Tips For Creating A Successful AI-Driven Customer Winback Strategy by Raviteja Sidda. But, what happens when the customers leave?

Customer Service 72

Customer Service Tips Fashion Call Center 72

Helen Dewdney

SEPTEMBER 30, 2021

5 Top tips for complaining effectively. Go to the top to get your complaint resolved. 101 Habits of an Effective Complainer has been designed to improve the way you look at and make complaints. If you work in customer service or for yourself/are a small business, join the free Facebook Group.

Government 59

Government Consulting Policies Tips 59

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

Retently

MARCH 5, 2024

Acknowledging your customers with a “Thank you for your feedback” is more than good manners; it’s crucial for building lasting relationships. But how do you respond in a way that’s both genuine and impactful? This small act can transform a casual customer into a loyal advocate, amplifying the positive perception of your business.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155