ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He shares some excellent self-help ideas. – Shep Hyken. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies. Here are a couple ways to make your customers happy, while being lean on resources.

Software 75

Software Company e-support Video 75

Amity

AUGUST 19, 2016

What do you think makes a B2B company successful? Turning a profit? Going public? Rapid growth? If you put yourself in the shoes of a customer success manager (shoes I’ve filled more than once), the correct answer will be revealed… If your customers are succeeding (with your tools, support, and encouragement), then you’re succeeding too.

Customer Success 59

Customer Success Policies Customers B2B 59

CSM Magazine

AUGUST 19, 2016

For brands either taking their first steps into the realm of Live Chat or perhaps looking to review current online chat practices, it’s important to get it right so the service truly works for your organisation and of course meets the needs of today’s busy digital consumer. If you get live chat right, it can deliver major advantages all round.

Omni-Channel 48

Omni-Channel Customer Engagement Engagement Multi-Channel 48

Customer Enthusiast

AUGUST 19, 2016

An article titled Some Absurd Airline Rules in the August 18, 2016 Wall Street Journal caught my attention. What stood out to me was that each of the six rules highlighted in the article increased airlines’ ancillary revenues at the expense of overall customer satisfaction. North America’s airlines charged nearly $11B in a la carte fees in 2015 and this number is only projected to rise.

Airlines 46

Airlines Banking Customer Satisfaction Insurance 46

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Talkdesk

AUGUST 19, 2016

Amazon.com started 20 years ago selling books online out of Jeff Bezos’ garage. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015. While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year.

Customer Service 41

Customer Service Customer Centricity Call Center Leadership 41

Talkdesk

AUGUST 19, 2016

Amazon.com started 20 years ago selling books online out of Jeff Bezos’ garage. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015. While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year.

Customer Service 40

Customer Service Customer Centricity Call Center Leadership 40

Alida

AUGUST 19, 2016

Why people like the things they do has baffled marketers, product managers and customer experience professionals for ages. If you know what makes people tick, you’re one step closer to delivering products, services and experiences that customers will love. The importance of understanding customer taste is why we’re excited to bring Tom Vanderbilt, author of You May Also Like: Taste in an Age of Endless Choice , to the 2016 Customer Intelligence Summit in Chicago.

Government 116

Government Consumers Customer Experience Professionals Innovation 116