ShepHyken

MAY 1, 2023

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. Making customers’ lives easier can lead to greater loyalty, enhanced customer satisfaction, and ultimately, improved business results.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. He has an MBA from Purdue University. The Origins Of Net Promoter Score.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

CSM Magazine

OCTOBER 5, 2022

The value of their company as a service leader has dropped as they have lost their focus on customer service when Lee Scott took over as CEO in January 2000. When Scott left in January 2009 the stock value was less than when he started as CEO. You got to be a service leader. About the Author.

Culture 52

Culture Customer Service How To Guidelines 52

Comm100

FEBRUARY 1, 2023

TRU now sees strong Customer Satisfaction (CSAT) scores at 4.28 / 5, and an average 25 second wait time for support. LiveChat rates among the best live chat for higher education in customer support and ease of use but has reported technical glitches that can create delays for agent response.

Effort Score 215

Effort Score Wait Times Video Communication 215

ClearAction

OCTOBER 25, 2022

Here is an overview: Experience Value Exchange : this skill-building community provides your whole department with 5-minute to 40-minute templates (static and interactive), advice from peers and experts, events, presentations, articles, videos, podcasts, study highlights, and more.

Customer Journeys 71

Customer Journeys Sports Study Leadership 71

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. Quiq combines AI and human agents to increase efficiency, drive revenue, and improve customer satisfaction. The Great Resignation is also upon us. About the Author. Mike Myer is CEO and co-founder of Quiq.

Tips 97

Tips e-support Customer Journeys Contact Center 97

CSM Magazine

NOVEMBER 27, 2020

Conversely, the motor insurance industry saw claims fall by an estimated £1billion, prompting insurers to jump on the opportunity to reimburse customers and retain their business. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home.

Insurance 98

Insurance How To Chatbots Wait Times 98

CSM Magazine

FEBRUARY 7, 2023

The result of such workarounds regularly translates to a degradation of the customer experience. We saw this in the last big recession spanning 2007-2009. The customer was often abandoned, left feeling disappointed. Looking ahead this year, I think we’re going to see a very broad diversity of customer service strategies.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

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. Let’s face it, customer service is the lifeline of any company. Why not customer service? – Shep Hyken. The takeaway.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

Customer Guru

FEBRUARY 23, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. When Zoona was first launched in Zambia in 2009, there was a post office and money transfer service called Swift Cash, but it used to have very long queues and high charges. Can you tell me what Zoona is?

Groups 112

Groups Marketing Customer Experience Financial 112

Amity

JANUARY 13, 2016

In a market filled with competition, it’s worthwhile for your business to have loyal customers. It’s simple, if your customers are happy then your MRR can continue to be a stable resource. In this article, Benjamin Brandall provides a guide to the importance of Customer Success for SaaS companies. Survey them.

Customer Success 48

Customer Success Measurement Metrics Customer Satisfaction 48

CSM Magazine

DECEMBER 12, 2019

It’s also a 50% increase from 2009’s record low of $4.06 consumers felt critical customer service issues could have been avoided if companies had contacted them earlier. This is a key aspect of personalizing the experience that makes the customer feel valued, even though the notifications are automated.

Customer Experience 52

Customer Experience Tips Self Service Average Handle Time 52

Chattermill

SEPTEMBER 11, 2019

In this article, we’ll dig deep and explore what lessons you can learn from Netflix. The goal of the post is to distil some of the actionable key takeaways for customer experience practitioners. Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process 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 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Service Untitled

FEBRUARY 17, 2009

Douglas February 18, 2009 Behind the Scenes , Customer Service Experience 1 Comment I am a big advocate of making things simple and I’m a strong believer in the idea that simplicity leads to consistency. Consider a customer satisfaction survey as an example.

Customer Satisfaction 40

Customer Satisfaction Exercises Software Survey 40

Kustomer

JANUARY 20, 2022

You know, it says if you’re aspiring to satisfy your customers, then you are aspiring to mediocracy. Namely, customer satisfaction is key. And that is a reaction that simple satisfaction does not elicit. Were you just trying to poke the bear? What should we think about that? Jon Picoult: (04:53).

How To 143

How To ROI Study Customers 143

Service Untitled

OCTOBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. The company’s quality reputation dropped from 6th in 2009 to 21st in 2010. One Response to “How to overcome negative brand perception&# Ruby Kamaka said: Oct 27, 10 at 4:37 am Great article, Cheryl.

Brands 43

Brands How To CRM Loyalty 43

Service Untitled

OCTOBER 25, 2010

Service Untitled The blog about customer service and the customer service experience. Now we have progressed to a Social Customer Relationship Management (Social CRM) which takes us from the original CRM and now adds new communication channels via the social web to concentrate on better customer relationships.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Service Untitled

OCTOBER 21, 2009

Service Untitled The blog about customer service and the customer service experience. Larry Streeter - VP Customer Support said: Oct 26, 09 at 8:09 am Great article on what is, next to customer satisfactions scores, the most effective measurement of your call center performance!

Abandon Rate 40

Abandon Rate Self Service e-support System 40

BirdEye

OCTOBER 6, 2023

Example: Johnson & Johnson is renowned for its Credo, a document outlining its commitment to ethical behavior and customer safety. Regularly monitor social media and news Step: Use monitoring tools to stay aware of online conversations and news articles related to your brand.

Strategy 59

Strategy Social Media Airlines Software 59

Esteban Kolsky

APRIL 22, 2015

The year was 2009 – eons ago in today’s fast paced world. And, as the title for this article explains, where we can get to know more about customers. Why should you get to know your customers better? After a few days, well – you know. Glad you asked….

Analytics 60

Analytics CRM Loyalty Resources 60

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

JANUARY 25, 2022

In this article, we are going to discuss the Statistical Package for the Social Sciences (SPSS) , one of the most-used statistical analysis tools. and IBM acquired it in 2009. By leveraging this data, it will come up with customer preferences and give them an analysis of what makes customers turn from casual browsers into shoppers.

Healthcare 52

Healthcare Analysis Retail Analytics 52

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116