Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. Social service organizations see a 5.6% YoY increase in customer retention. Do not bite off more than you can chew.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Vonage

JANUARY 3, 2017

When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. Why are customers complaining in the first place? While the cost of bad service might seem huge, it’s actually 1.2 But, what makes customers switch to a competitor? Respond quickly.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? Established in 2014, EBI.AI

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Experience Investigators by 360Connext

OCTOBER 1, 2014

Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand. Disaster Alert: Proactive Customer Service to the Rescue. A beer store went public on Facebook when they accidentally overcharged a customer.

e-support 274

e-support Social Media Consulting Customers 274

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Bring it.”

Contact Center 136

Contact Center Gamification Retail Course 136

Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. What do you think?

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Vonage

AUGUST 15, 2016

Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service. Customers want their problem solved quickly, efficiently and consistently.

Self Service 120

Self Service Contact Center Trends Connections 120

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 75

Customer Service Management Retail e-support 75

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Win the Customer

JANUARY 28, 2015

The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors.

Customer Service 52

Customer Service Call Center Conference Advertising 52

BlueOcean

DECEMBER 16, 2019

Constant and Effective Communication. If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Any other changes – such as adjusted priorities or extended hours of operation – should likewise be communicated early and thoroughly.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. The communication was always rooted in “why.”

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ijgolding

SEPTEMBER 8, 2014

What a phenomenal way of dealing with a customer enquiry!! Response via Email 06/09/2014 10:37. As Brian said in his Facebook post about the experience – no charge, no hassle, just amazing customer service. Not only did Brian receive a postal response, he also received the following email: Subject. Disney Store.

Customer Experience 329

Customer Experience Customer Expectations Customer Retention Retail 329

ProProfs Chat

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. Walgreens’ Customer’s Health Scare. We’ve all been there.

Customer Service 74

Customer Service Customer Experience How To Policies 74

Experience Investigators by 360Connext

OCTOBER 31, 2014

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Disaster Alert: Proactive Customer Service to the Rescue. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. But are customers sticking with JetBlue? Your sales agents promise that your product or service will deliver certain benefits. But that’s not all.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Joe Rawlinson

JULY 8, 2015

Millennials spend a great part of their time on the internet, not just to learn, communicate and organise their social lives but to shop too. You must be consistent when engaging with customers on social media and work on maintaining relationships as well as building new ones. trillion globally this year. And it works. Conclusion.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It was a sentiment I very much agreed with – you can read more about the 2014 results here. John Lewis – ‘delivering heroic customer service’. Amazon – ‘customer experience revolutionaries’.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

Too often, the worst case scenarios are all we hear about when it comes to showcasing customer experience. Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. Communicate in shareable ways. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

NOVEMBER 8, 2022

That means defining real outcomes like “increasing retention by X%” or “reducing customer service calls” which leads to higher revenue and decreased expenses – the two outcomes every organization has. CX strategy is not just about the customers. Deloitte & Touche, Customer Centricity 2014 ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity Strategy 110

Helen Dewdney

FEBRUARY 15, 2022

Dave Lewis, the former Tesco Group CEO, turned the chain around during his 2014-2020 leadership. Much of this was put down to listening to customers and doing what they sought. Sadly, the new CEO seems to have made it clear that he does not wish to continue communicating with me in the same way as Dave did.

Case Study 72

Case Study Social Media Groups Sales 72

Experience Matters

JUNE 30, 2015

Frontier earned the lowest Temkin Web Experience Ratings followed by Cox Communications, Charter Communications, Spirit Airlines, Comcast, Blue Shield of CA, Time Warner Cable, Haier, and CenturyLink. Download dataset for $295 ( download sample file ).

Airlines 120

Airlines Hotels Banking Retail 120

Customer Interactions

AUGUST 7, 2014

Here is a glimpse at our 2014 winners: Technician of the Year Jason Sturgill. Accepting the award on Jason’s behalf is Monterey County Emergency Communications Director William Harry. Line Supervisor of the Year Julee Todd, Dispatch Supervisor for the Sacramento Regional Fire/EMS Communications Center.

Telecommunications 31

Telecommunications Effort Score Communication System 31

Ian Williams

MAY 14, 2015

Now, I don’t usually do this, as it is not within my interest as a Customer Experience consultant to ‘go public’ on a bad experience that I have, however this has been SO bad that I thought it would be wrong not to share it. Please see the video below and read the communications underneath. From: Ian Williams.

Customer Service 40

Customer Service Sales Customers Consulting 40

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Published on: October 06, 2015.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . He would go to the customer service centers to get a real-time view of incoming mail and chats with front line customer service reps.

B2B 107

B2B Industry Leadership Conference 107

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community. Communication Culture Customer Experience Customer Service Technology'

Customer Experience 52

Customer Experience Culture Study Communication 52

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

Experience Investigators by 360Connext

NOVEMBER 20, 2014

With many SaaS products, the end-user is not the client, and their experience must be factored into the customer success equation. Much of what makes for exceptional experiences is simple, clear, and transparent communication. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Comm100

FEBRUARY 5, 2018

Having a knowledge base for employees benefits organizations by increasing efficiency, consistency and internal communication. First, knowledge bases are an excellent way to store critical information relating to customers, services, products or even general office or employment information.

Knowledge Base 103

Knowledge Base Self Service Contact Center e-support 103

CSM Magazine

JANUARY 12, 2021

Customer service leaders and chief information officers (CIOs) are often asked what are they doing about artificial intelligence and automation. Know what you want to achieve and communicate it – the first step starts with defining what AI success means to your organisation. Do they centre around increasing customer engagement?

Self Service 52

Self Service Average Handle Time Automotive Chatbots 52

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Customer Centricity 48

Customer Centricity Brands Hotels Banking 48