Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Chatbots Call Center Social Media 59

Daniel Group

APRIL 18, 2024

Intuitively, we recognize the pivotal role of communication in delivering a memorable customer experience. Our survey database has well over one million completed B2B customer surveys from customers in material handling, construction equipment, bus and truck, and various other industrial markets.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Comm100

JUNE 22, 2021

We sat down (virtually speaking) with Derek Gaucher, Coordinator of IT Solutions at Dawson College, to ask him about how Dawson College is embracing new customer service technologies and channels to provide a digital student experience that has become central to their success. Was the virtual Open House a success? It was a great success!

Customer Service 131

Customer Service Video Course Technology 131

Customer Bliss

JULY 18, 2017

Brian Lillie joined Equinix in August 2008 and has been focused on building business value through strategic and innovative product development and information technology initiatives. Over time, his passion for customers was evident, which is the main reason one role evolved into the next. It’s almost just pure busy work.

Chief Customer Officer 131

Chief Customer Officer Customer Care Metrics Innovation 131

Michelli Experience

JUNE 28, 2017

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. To demonstrate the importance of the sensory connection, for example, one need look no further than the evolution of virtual reality.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Your employees and customers are nervous, uncertain and even scared. Working Remotely in Times of Crisis.

Communication 121

Communication Connections Loyalty Groups 121

CX University

SEPTEMBER 18, 2018

Vast amounts of data support the symbiotic relationship between engagement and satisfaction, between businesses and customers. A 2005 study concluded that work engagement is linked to performance and customer loyalty (Salanova, Agut & Peiró, 2005). focuses employees at all levels on the customer, and 3.

Employee Engagement 211

Employee Engagement Engagement Case Study Strategy 211

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Trends 208

Trends Self Service Contact Center Omni-Channel 208

ijgolding

OCTOBER 21, 2014

‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Win the Customer

MARCH 8, 2017

This illustrates that emotional appeal can have a major impact on a brand’s success or failure at attracting customers and maintaining their loyalty. Here are some case studies in successful emotional branding that business leaders can emulate to acquire and maintain customers. Old Navy: The Power of Nostalgia.

Case Study 118

Case Study Study Brands Customer Experience 118

Brandwatch CX

FEBRUARY 23, 2024

What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers? By responding immediately and resolving the issue, your customers become even more loyal. But what about those B2B companies that sell their services to other businesses?

B2B 59

B2B Brands Social Media Wireless 59

Innovative CX

MAY 6, 2020

Not the 2008 financial crisis. Nothing could have prepared us for the pandemic crisis we are in today and its impact on the customer, employee, and student experience. Organizations of all sizes, across varied industries are struggling to find the right path for their customers. Not the dot.com bust in the 2000’s. We’ve changed.

Customer Experience 59

Customer Experience Customer Journeys Financial Customer Expectations 59

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. Table of contents What is a chatbot for customer service?

Chatbots 96

Chatbots Customer Service Social Media Banking 96

Brandwatch CX

FEBRUARY 23, 2024

What about companies that, though hugely successful and large, don’t get talked about much online, and perhaps have a lower number of customers? By responding immediately and resolving the issue, your customers become even more loyal. But what about those B2B companies that sell their services to other businesses?

B2B 52

B2B Brands Social Media Wireless 52

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. The full roster of clients also includes ECS’s flagship Amazon Connect deployments at RBS, which began in 2018.

Net Promoter Score 52

Net Promoter Score Self Service Engagement Consulting 52

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

Study 52

Study Consulting CRM Groups 52

Clarivate

MARCH 14, 2024

ResearcherID launched in 2008 to address the issue of author identification and disambiguation by providing a persistent and unique identifier for researchers. Esploro automatically captures publications using its Author Matching AI algorithm, connecting information gathered from repositories, Ex Libris CDI, and ORCID across all disciplines.

Analytics 52

Analytics System Comparison Report 52

ClearAction

JUNE 25, 2023

By experience management, we mean the full spectrum of customer, partner, and employee experience managers (CX+PX+EX = XM experience management). Second, 2010s methods are outdated for 2020s trust and value expectations among employees, partners, and customers. ClearAction.com/experience-leadership-mastery Why?

Leadership 62

Leadership Touchpoint Course Employee Experience 62

West Monroe

NOVEMBER 28, 2022

Episode 6: What does it mean to put the customer first? Listen to " What Does It Mean to Put the Customer First?" Happy customers are the lifeblood of an organization–but understanding what they need takes a daily commitment. You've spent most of your career helping companies create customer experiences to grow their businesses.

Customer Centricity 52

Customer Centricity Technology Call Center System 52

Strativity

OCTOBER 7, 2022

The truth is that times of uncertainty can offer one of the best opportunities for your brand to make new connections with customers – that is, if you’re willing to think outside of the box. This is where an otherwise thrifty customer might be tempted to replace a functional need with a pair of high-end kicks.

Consumers 52

Consumers Brands Innovation Industry 52

Gainsight

MARCH 13, 2023

Today we find ourselves in a very similar place to The Great Recession in 2008–09 where efficiency is now the focus: How can we do more with less ? And yes, this even includes the digital customer success (CS) tech that CS teams need to efficiently scale their efforts. For example, instead of saying “CS keeps our customers happy.”

Management 52

Management eBook Software Tools 52

C Space

JULY 27, 2021

During his career, Stanley has seen many changes take place in the diamond business, and in the luxury market as a whole, but the most major trend he is seeing at the moment is to do with customization. “It It could definitely be considered a macro trend,” he says. “It You can see it in other industries too,” he adds.

Course 52

Course Trends Social Media Consumers 52

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. NPS needed to be connected to business growth immediately to be seen as successful.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. They also revolutionized their process and started building technology into the customer experience. Beyond being a better pizza, they wanted to make it easier on their customers, and that’s what every company must do. So, they improved.

Case Study 90

Case Study Study Customer Service Training Technology 90

Beyond Philosophy

SEPTEMBER 9, 2014

How many times have you undertaken Customer research to discover what a Customer wants you to do to improve their Customer Experience only to discover when you implement this, it has no effect? Quite simply, on many occasions Customers don’t know what they want and will say the first thing that comes to their head.

Hotels 161

Hotels CEM Analysis Customers 161

ECXO

APRIL 1, 2021

Orchestrating surprise and delight strategies to evoke positive emotions Image: Ben White, Unsplash Surprise and delight are commonly used terms within the realm of customer experience strategising. As simple as these two words may seem, there lies a complexity regarding their relation to the customer experience.

Strategy 98

Strategy Exercises Customer Expectations Study 98

Strativity

NOVEMBER 28, 2022

On the TV closest to our table, the news anchor announced that it felt like 2008 all over again and that corporations didn’t know how to react. Looking around at the table at my four kids and husband, I realized how much has changed since 2008. In our connected world, building a brand or selling a quality product is not enough.

Connections 98

Connections Brands Culture Consumers 98

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Strativity

MAY 30, 2018

The stock market hasn’t been this volatile since the 2008-2009 Financial Crisis. Despite this volatility, there appears to be a simple way to consistently outperform the S&P 500 Index—invest in a portfolio of firms that are leaders in customer experience. Invest in customer experience. The results are striking.

Customer Experience 58

Customer Experience Marketing How To Return on Investment 58

Magellan Solutions

MARCH 24, 2020

Companies that outsource customer service have discovered and understood the fundamental element of business success — customer retention. Businesses exist because of customers. Customers rely on businesses to make their lives easier. This means that customer service, along with relevance, binds the two together.

Company 40

Company Customer Service Call Center Telecommunications 40

Experience Investigators by 360Connext

JULY 20, 2015

Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. live support, customer service call centers). Your customers are constantly checking out your competitors.

Online Experience 110

Online Experience Case Study Social Media Consulting 110

ShepHyken

JUNE 19, 2020

He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees. Enhancing the Digital Learning Curve.

Customer Service 80

Customer Service Interaction Customer Service Representative Customer Satisfaction 80

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Based on the data above, 2008 had a 42% attrition since not everyone considered the BPO industry as a permanent career before. .

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Customer Bliss

MAY 10, 2016

Like many folks who attain a Chief Customer Officer level type role, Samir had been developing a robust visitor experience for just one of the 19 museums on the Smithsonian campus. Prior to joining the Smithsonian in 2008 Samir was the Executive Director of Noemie LaFrance’s SENS Production in Brooklyn, New York. Episode Overview.

Customer Journeys 0

Customer Journeys Chief Customer Officer Training Study 0

Avaya

JANUARY 24, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

Financial 46

Financial Government Banking Policies 46

Gravy Analytics

JULY 19, 2019

Busch Beer was acquired by InBev for $52 million in 2008 to become a part of the largest brewer in the world. Here are a few ideas of how Busch Beer can use location intelligence to better connect with their target consumers and measure the results of their latest campaign. Improve Customer Understanding.

Advertising 40

Advertising Consumers Measurement Tips 40

ShepHyken

NOVEMBER 29, 2016

Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. He also shares his opinion about how customer complaints are a gold mine, filled with opportunity.

Exceptional Customer Service 48

Exceptional Customer Service Banking Customer Service Connections 48