ShepHyken

JANUARY 5, 2018

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. I like the idea of the convenience of texting but as Ford points out, you must have a strategy in place for your team to answer texts correctly. – Shep Hyken.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

ProProfs Chat

MARCH 27, 2020

Remember when your business had limited platforms, mostly email, mail, and phone support, to help customers reach your brand? No wonder customers today are more concerned about how their customer support experience might turn out with a brand. More than 60% of modern consumers care less. best customer experience. ”.

Omni-Channel 105

Omni-Channel Social Media Customers Knowledge Base 105

Kustomer

AUGUST 6, 2020

In our Customer Service Retail Repor t, we discovered that nearly eight in 10 customers said they would be less likely to shop with a brand again after experiencing poor customer service. If you’re not exactly sure how to measure customer service performance, consider the following methods and metrics.

Metrics 79

Metrics Measurement Customer Service Strategy 79

Kustomer

APRIL 13, 2022

Great customer service is paramount for every customer-facing business. Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. You need to keep your customers happy by delivering a consistently excellent service experience.

Self Service 71

Self Service Customer Service Chatbots Omni-Channel 71

ModSquad

SEPTEMBER 19, 2019

While we might wish that every interaction could go swimmingly, some won’t, and a valued customer will be displeased. This kind of planning is an integral part of an effective customer service strategy. Consider, for example, these customer service metrics from Qminder : Businesses in the U.S.

Strategy 59

Strategy Poor Customer Service Customer Service Strategies Customer Service Representative 59

Ecrion

OCTOBER 31, 2019

You know that there are some serious gaps in your current customer service strategy — and you’ve seen how those gaps have affected your business. Every year, companies lose over $60 billion thanks to poor customer service. What is Multichannel Customer Service?

Omni-Channel 52

Omni-Channel Customer Service Multi-Channel Social Media 52

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. Mobility First – Thinking Beyond the Basics of Mobile.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ModSquad

SEPTEMBER 19, 2019

While we might wish that every interaction could go swimmingly, some won’t, and a valued customer will be displeased. This kind of planning is an integral part of an effective customer service strategy. Consider, for example, these customer service metrics from Qminder : Businesses in the U.S.

Strategy 40

Strategy Poor Customer Service Customer Service Strategies Customer Service Representative 40

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 128

Customer Service Self Service Tips Chief Customer Officer 128

Integrity Solutions

SEPTEMBER 28, 2023

It’s never been more important to understand your customers and what they value. It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses.

Customer Service Training 105

Customer Service Training Training Customer Service Contact Center 105

Thematic

JUNE 17, 2024

In the high-stakes game of customer experience (CX), ignorance isn’t bliss – it’s a death sentence for your bottom line. The importance of customer experience is often underestimated, leading to significant business losses. CX-focused companies can command a price premium of up to 16% on products and services.

Customer Experience 62

Customer Experience Analysis Policies Retail 62

ShepHyken

JULY 8, 2022

This week’s guest post by Sharavanan Shanmugaraju shares six customer service trends that companies need to adopt this year. Every year, companies find ways to improve customer service. This could be investing in new tools, changing processes, or adding new people to your team against customers. That’s great.

Omni-Channel 67

Omni-Channel Trends Customer Service Banking 67

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 A difficult shopping experience during the holiday season can leave customers with a bad taste in their mouth – and businesses with a bad rap.

Tips 138

Tips Self Service e-support Social Media 138

ShepHyken

JULY 9, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience by Deb Miller. My Comment: Want to deliver bad customer service? Want to deliver good customer service?

Poor Customer Service 84

Poor Customer Service Customer Service Infographics Travel 84

ProProfs Chat

JANUARY 29, 2020

Do you think customers today will take the pain to stand in a queue to resolve a query or ask a question? Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience.

Multi-Channel 98

Multi-Channel Customer Service Social Media Self Service 98

Talkdesk

AUGUST 20, 2015

Modern customers expect a seamless customer service experience. Customers are more demanding than ever and more willing to defect after a poor experience. Customers now have the power to really impact your business more than ever before,” says Jim Tincher. It all begins with service,” said Tincher. “You

Loyalty 40

Loyalty Customer Experience Effort Score Call Center 40

Ecrion

SEPTEMBER 23, 2020

The term customer service is a catch-all phrase that roughly equates to a customer’s experience with and perception of your brand. Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service.

Infographics 105

Infographics Self Service Customer Service Social Media 105