Help Scout

SEPTEMBER 27, 2021

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. After an early career as a web designer dating back to the age of Geocities , I joined the email marketing app Campaign Monitor as their first customer service professional. In a timely fashion, with —.

Customer Service 73

Customer Service Fashion Customers Measurement 73

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. Your customers are your business! I think you get the point.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 88

Customer Service Retail Interaction Hospitality 88

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Customer satisfaction has been in a freefall for four years running.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Kerry Bodine

MAY 1, 2018

And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012. So equating customer service with customer experience is like saying that a safety net is a trapeze act.

Customer Journeys 168

Customer Journeys Analysis Customers Groups 168

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Self Service 88

Self Service Technology Trends Customer Service 88

CSM Magazine

JUNE 19, 2019

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Fast forward to today. Effort matters.

Loyalty 69

Loyalty Customer Service Effort Score Social Media 69

Customers That Stick

DECEMBER 3, 2019

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. And by the way, make sure to check out our blog next week because we’re going to look at three. Read the rest here. »

Customer Experience 103

Customer Experience Retail Tips Customers 103

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. The biggest takeaway from the book? Hint: It all comes back to K.I.S.S.ing.).

Conference 244

Conference Study Sales Leadership 244

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024. CustomerSure was a clear winner for us to partner with for a number of reasons.

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62

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

Bold360

DECEMBER 12, 2019

Sure, you know the importance of customer service. One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game. The good news?

Customer Service 40

Customer Service Self Service Competitive Advantage Poor Customer Service 40

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service Travel Groups Government 40

Advantage Communications

JULY 14, 2022

Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty. Today’s customers demand more from businesses than ever before.

Call Center 52

Call Center Trends Customer Satisfaction Loyalty 52

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

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. Is it about the least expensive service? Thus, they can represent it better to your customers.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Provide Support

JULY 24, 2015

What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better. Customer Service Myths.

Infographics 40

Infographics Customer Service Customers Marketing 40

Service Untitled

MARCH 3, 2010

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. The winner this year was a company called Pet Relocation.

Video 41

Video Exercises Consulting Culture 41

Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Service Untitled

FEBRUARY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Do toll-free numbers help customer service?

Exercises 41

Exercises Customer Satisfaction Policies CRM 41

CSM Magazine

APRIL 20, 2023

Polypipe Building Products, the UK’s leading manufacturer of plastic piping systems and low-carbon heating solutions for the residential market, has shared it has been investing in its customer feedback programme to drive growth in the emerging Underfloor Heating market.

System 52

System Feedback Healthcare Insurance 52

CSM Magazine

NOVEMBER 13, 2019

The company is deploying AI (Artificial Intelligence)-enabled digital workers alongside its operational teams to optimise customer experience, speed up processes and free up staff for high value, rewarding activities. Welcoming in new customers efficiently is vital in supporting growth in the highly competitive energy marketplace.

Customer Service 40

Customer Service Self Service Healthcare Customers 40

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.

Customer Service 52

Customer Service Customer Experience Banking Financial 52

Interactions

JUNE 24, 2021

Over the past few years, brands have been investing a lot of money, time, and strategy in customer experience. There’s no question that brands– especially the world’s leading brands– understand the impact of a great customer experience. Imagine if we time travelled back to 2010.

Self Service 71

Self Service Customer Experience Contact Center Poor Customer Service 71

Forrester

JUNE 21, 2016

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Net Promoter Score 52

Net Promoter Score Insurance Feedback Software 52

Service Untitled

APRIL 28, 2014

The Government Accountability Office reports $900 million in costs have been cut from the IRS since 2010. Those budget adjustments have resulted in less personnel, less training, and as a consequence of course, less service. Angry Customers Customer Satisfaction Customer Service Employees Specific Companies'

Customer Service 59

Customer Service Government Fashion Wait Times 59

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

Contact Center 62

Contact Center Loyalty Customer Retention Exercises 62

Kayako

APRIL 25, 2017

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Sending a Customer Effort Survey. Transactional metrics.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

ijgolding

FEBRUARY 26, 2019

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. Customer feedback is broken. In fact it’s worse than that.

Feedback 214

Feedback Financial Company Customer Journeys 214

Service Untitled

FEBRUARY 20, 2012

The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. drop from 2010. The Department of Transportation received 11,545 complaints – up 5 percent from 10,988 in 2010. CNN states mishandled baggage was at an all time low for 2011 – 3.39

Airlines 48

Airlines Customer Service Transportation Travel 48

ProProfs Chat

FEBRUARY 19, 2021

Imagine there is a customer browsing your product page for a while. The customer explores the product images, scans through the features, checks the pricing, and hits the ‘Buy now’ button. . After encountering multiple slow loading pages, the customer leaves without making the purchase. Tips to Enhance Customer Effort Score.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

Tricia Morris

JANUARY 4, 2016

“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Fred Reichheld, Author, Business Strategist. A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus.

Trends 40

Trends Customer Service Chief Customer Officer Self Service 40

Service Untitled

FEBRUARY 17, 2011

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. Good service valued over good food?

Customer Service Representative 69

Customer Service Representative Customer Service Hospitality Banking 69

Provide Support

MARCH 23, 2017

10 Signs of a Company That Really Cares About Customers. Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you know that there’s such a thing as International Clients’ Day ? Do you happen to hear about it too?

Company 68

Company Customers Customer Service Customer Care 68