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

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. 83% of customers expect immediate engage when contacting a company.

Customer Service 242

Customer Service Abandon Rate ROI Apparel 242

Comm100

SEPTEMBER 6, 2022

In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? How Many Visitors do you Receive Daily?

Guidelines 209

Guidelines Customer Satisfaction Report Average Handle Time 209

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

ijgolding

OCTOBER 2, 2017

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: [link].

Customer Experience 158

Customer Experience Customer Experience Professionals Customers Customer Centricity 158

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience? Shep Hyken.

Government 88

Government Technology Trends Social Media 88

Alida

DECEMBER 20, 2017

We’re wrapping up 2017 with a recap of the biggest stories of the year from the Vision Critical blog. Here’s a look at the stories that researchers, marketers, innovators and CX professionals were talking about this past year. Subscribe to the Vision Critical blog newsletter for more stories like these in 2018.

Retail 154

Retail Study Innovation ROI 154

ijgolding

JANUARY 4, 2017

As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. I, like most, have regularly made a commitment to myself (and sometimes others) of things I will be committing to doing more of (or less of) in the new year.

Customer Experience 148

Customer Experience Customer Centricity Customers Government 148

NICE inContact

MARCH 23, 2017

Contact centers will continue to evolve and improve as the need for better customer support continues to grow. And, since the need for customer support has never been higher than in 2017, it’s unlikely that improvements are going to slow down anytime soon. So with that said, what does 2017 hold for the customer experience?

Contact Center 131

Contact Center Customer Experience Customers Trends 131

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. What can we improve?

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairy straight forward, as they use SMS / text on a daily basis.

Contact Center 168

Contact Center Omni-Channel Interaction Customer Expectations 168

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. When I curiously asked her what that was, she showed me the app all the maintenance associates use during their shifts to track their activities.

Contact Center 121

Contact Center Technology Roadmap Chatbots 121

NICE inContact

SEPTEMBER 27, 2017

If you follow customer service trends then you know that technology continues to blur the line between digital and physical customer experiences. When I curiously asked her what that was, she showed me the app all the maintenance associates use during their shifts to track their activities.

Contact Center 120

Contact Center Technology Roadmap Chatbots 120

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Consider what the numbers reveal about agent work ethic and performance. What is your number of missed chats?

Measurement 227

Measurement Average Handle Time Wait Times How To 227

Michelli Experience

MARCH 21, 2017

Having consulted with and written two books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way ), I seldom compare Starbucks with McDonald’s. Starbucks, on the other hand, is an experience brand that drives emotionally engaging experiences on top of a foundation of operational excellence.

Strategy 203

Strategy Financial Consulting Brands 203

Comm100

MARCH 27, 2023

In this guide, we’ll provide a comprehensive look at chatbots in higher education, including: Chatbot benefits Types of chatbot for higher education Higher ed chatbot use cases How to build a higher ed chatbot The best chatbots for higher education We’ll begin with an explanation of what chatbots are, and how they can benefit higher education.

Chatbots 161

Chatbots Multi-Channel Knowledge Base Wait Times 161

ijgolding

DECEMBER 14, 2017

As we approach the end of another calendar year, it is always appropriate for bloggers, writers, thought leaders and professionals in general, to reflect on what has passed, as well as what is to come in the future. I first became aware of job roles containing the words, ‘Customer Experience’ in the early noughties.

Customer Experience 164

Customer Experience Customer Experience Professionals Customer Centricity Customers 164

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Social Media 82

Social Media Customer Service System Touchpoint 82

Beyond Philosophy

DECEMBER 19, 2017

Every time I go back to the UK I feel like I took a step back in time. The Customer Experiences I have in the UK are not as good as I have in the USA, now there is evidence to back this up. Per the 8th annual “ Customer Experience Excellence Study” published by KPMG Nunwood, shows that Customer Experience in the UK is lagging.

Effort Score 153

Effort Score Customer Centricity Consulting eBook 153

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. Put yourself in the customer’s shoes. But if the customer experience is so paramount to the bottom line, why are many companies still lagging behind?

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. According to Gartner’s annual CMO spend survey, as customer experience becomes the key to gaining a competitive advantage, CMOs will spend more on tech to support their CX goals.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

ijgolding

AUGUST 6, 2018

I often write my blog posts and articles whilst travelling on either a train or an aeroplane. The irony (life is full of so many of them) in me choosing to make use of travelling time to write about my favourite subject, is that the experience of travelling on either a train or an aeroplane is rarely one that I will remember.

Customer Experience 148

Customer Experience Travel Transportation Airlines 148

NICE inContact

JANUARY 17, 2019

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Contact center agents have a significant impact on customer experience and thus the bottom line. Contact center agents have a significant impact on customer experience and thus the bottom line.

Contact Center 137

Contact Center Self Service Knowledge Base Customer Confidence 137

NICE inContact

SEPTEMBER 7, 2017

Fast forward to 2017: an astounding 15 million plus text messages are sent every minute of the day across the globe, but only a fraction of all those texts are customer service related. Customer expectations are fairly straight forward, as they use SMS / text on a daily basis.

Contact Center 120

Contact Center Omni-Channel Interaction Customer Expectations 120

NICE inContact

MARCH 27, 2018

A major conversational shift around artificial intelligence (AI) occurred in 2017. While the jury is still out on that concern, contact centers and their agents will experience a significant boost in productivity and their ability to deliver exceptional customer experiences through AI. voice or chat). voice or chat).

Contact Center 137

Contact Center Self Service Study Omni-Channel 137

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. The subject of the post was supposed to be about customer service. What came to my mind was that customers behave like kids sometimes. You can’t compare customers to kids! First of all, we’re all customers.

Social Media 66

Social Media Ecommerce Guidelines Customer Service 66

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. For a variety of reasons, not the least of which is that they just don’t know what to do with the data. Let’s take a closer look at that continuum. And let’s assume that Phase 0 is not listening or looking at data at all.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. Talk about what they want to sell – not what their customers really need.

Examples 75

Examples Self Service Wireless Call Center 75

BirdEye

OCTOBER 10, 2022

When your business provides high-quality services, you’ll likely see positive reviews from your satisfied customers on your Google Business Profile and social media pages. In this blog, we’ll explain why home services websites are valuable to your business. Table of contents What are home services websites?

Customers 97

Customers Industry Social Media Insurance 97

BirdEye

NOVEMBER 14, 2022

In this blog post, we’ll take a closer look at what a Yahoo Business Listing is and how it can boost your business. Verizon acquired Yahoo in 2017 and merged it with AOL. A Yahoo Business Listing is an online directory that helps customers find your business based on location and category. About Yahoo!

Tools 98

Tools Metrics Management Marketing 98

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Customers expect high quality and consistent interactions with businesses every time, regardless of interaction channel. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Customers expect high quality and consistent interactions with businesses every time, regardless of interaction channel. And it only gets worse from here!

Analytics 136

Analytics Customer Experience Management Contact Center 136

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Executed the right way you can take normal to a higher level that is memorable – and even something customers will talk about.

Customer Service 82

Customer Service Airlines Feedback Social Media 82

Michelli Experience

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. On a more personal level, I can look on my bookshelf and see three purple hearts earned by my father, Joe Michelli, and reflect on the shrapnel my father carried perilously close to his spine ever since the Battle of Anzio.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

NICE inContact

AUGUST 27, 2018

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. If you ignore it, you also potentially disregard a considerable – and growing – share of customer communication.

Social Media 121

Social Media Contact Center Customer Journeys Interaction 121

ijgolding

DECEMBER 1, 2017

I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true. I feel genuinely blessed that so many people believed in what I am doing enough to pledge their support to make my dream come true. So, what happened next? Absolutely.

Insurance 148

Insurance Customer Centricity Customers Travel 148

Lumoa

OCTOBER 31, 2018

Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160