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

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. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

CSM Magazine

OCTOBER 20, 2020

Enterprise digital transformation consultancy ECS today announced a cluster of contact centre transformation engagements with some of the UK’s leading organisations. 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.

Net Promoter Score 52

Net Promoter Score Self Service Engagement Consulting 52

CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. The £1m-plus collaboration marks an important milestone as Quickline continues to invest in optimising its operations and delivering exceptional services to its customers.

Wireless 52

Wireless Telecommunications Customer Service Multi-Channel 52

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

Michelli Experience

APRIL 24, 2018

As you’ll recall from my last post (based on the limited information available at the time), I offered an opinion concerning the importance of customer service skill development (e.g., Looking Back to 2008. One need only to have looked back to 2008 to have foreshadowed the events of this week. That was 2008!

Training 100

Training Leadership eBook Customer Experience 100

SurveySensum

JANUARY 15, 2024

95% of customers read online reviews before buying a product. Over nine out of ten customers (95%) read product reviews before they choose to purchase something. These shifts are why online reviews shape customer trust, brand perception, and purchasing decisions.

Consumers 59

Consumers Social Media Brands Strategy 59

AWS Machine Learning

MARCH 30, 2023

It enables you to improve customer engagement by powering personalized product and content recommendations in websites, applications, and targeted marketing campaigns. It’s critical for websites and apps to tailor their recommendations to these changing interests to improve user engagement.

Trends 83

Trends Interaction Groups Training 83

Daniel Group

SEPTEMBER 23, 2021

So, for some context, I joined Holt in 2008, January of 2008. And I had come from a career in telecom where we’d done a number of mergers, major mergers and acquisitions, and in the context of doing that, we would always go in and look at what the customer base is. Edward Craner (01:58): You bet.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

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 Communication 131

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

Net Promoter Score 48

Net Promoter Score Customer Engagement NPS Engagement 48

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. Call volume increases when customers struggle to understand the information you provide.

Contact Center 136

Contact Center Self Service First Call Resolution Case Study 136

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. In particular, customer service agents are among the most in-demand roles in the US, making them extremely difficult to fill. Ultimately, your customer experience could be at risk.

Contact Center 159

Contact Center Customer Service First Call Resolution Call Center 159

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. Or will they be squandered in our rush back to ‘normality’?

Customer Service 131

Customer Service Video Course Technology 131

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

CSM Magazine

SEPTEMBER 7, 2022

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work. One hour a week of self-paced digital learning content.

Customer Care 52

Customer Care Social Media Course Culture 52

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

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. Expectations.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Team Support

SEPTEMBER 29, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationships. CIO Review: In your interactions with customers, what sense do you get of the challenges they face now in the CRM space and how is TeamSupport?

Customer relationships 89

Customer relationships Company B2B CRM 89

ImprintCX Articles

MARCH 5, 2024

Picture a scenario where customers are well-versed in your cost structures and negotiate from a position of knowledge. The auto industry has navigated this terrain for over a decade, with customers armed with VIN (vehicle identification numbers) costs, ready to assert their advantage.

Self Service 52

Self Service Sales Social Media Travel 52

OpinionLab

MARCH 8, 2016

Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. So how do you find out what your customers want?

Consumers 96

Consumers Advertising Banking Survey 96

QuestionPro Audience

APRIL 13, 2017

There is some dispute about whether the overall voter turnout was greater in 2016 than in the 2008 or 2012 general elections (apparently the experts do not agree on the number of eligible voters in the US.) Do our customers lie on customer satisfaction surveys? There is no reason to lie on a customer satisfaction survey.

Survey 291

Survey Customer Satisfaction Case Study Consumers 291

CSM Magazine

OCTOBER 1, 2022

New integration enables Zapier customers to connect existing business apps and processes to messaging channels with Sinch’s Conversation API. Example use cases for the integration include: Sending WhatsApp messages to a list of opted in customers stored on Google Drive. Shares are traded at NASDAQ Stockholm: XSTO:SINCH.

Omni-Channel 52

Omni-Channel Connections Communication Video 52

Team Support

SEPTEMBER 30, 2020

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. CIO Review continues its Q&A with Eric in Part 2 where they discuss current trends and the future of B2B customer support.

Customer relationships 59

Customer relationships Company B2B B2C 59

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

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. That number might seem shocking at first glance, but in terms of employee engagement strategy , it’s not so bad. Those familiar with online shopping or customer experience know Zappos is not a common company. A Call to Arms.

Employee Engagement 48

Employee Engagement Engagement Customer Centricity Video 48

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

Beyond Philosophy

JULY 19, 2018

Your customers have one, too, and you can use it to get them to do what you want in your Customer Experience. Thaler and Sunstein, 2008, 2009). For most of you, your customer process is not a matter of life or death, and doesn’t involve harvesting organs from the dead (and thank goodness for that!).

Policies 199

Policies Customer Centricity Government Video 199

ijgolding

JUNE 25, 2017

My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share my experiences, thoughts, case studies, successes and failures observed over the last twenty three years, helping organisations and practitioners to put the customer (and employees) at the centre of their respective universes!

Customer Centricity 128

Customer Centricity Culture Customer Experience Professionals Case Study 128

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

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 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

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

Elevio

OCTOBER 9, 2018

Since 2008, SportsEngine has been providing the online software and apps that make it easy for anyone to run a sports organization. The challenge of creating knowledgeable customers. It’s really important to us that we’re creating knowledgeable customers,” she says. Engaging customers through Elevio’s in-app Assistant.

Sports 69

Sports Self Service Trends Feedback 69

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

Customers Rock!

APRIL 14, 2010

Recently on Customers Rock! We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. Delivering Voice of the Customer to Enable Customer Delight and Financial Gains.

Social Media 154

Social Media Case Study Financial Banking 154

Alida

JULY 19, 2016

Millennials have the sunniest outlook of any generation, despite living through 2008’s Great Recession and facing the threats of climate change. More than ever, companies need to engage with Millennial customers to get a clearer picture of their attitudes, behaviors and aspirations. The Millennial mood looks good.

Report 100

Report Industry Travel Financial 100