Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business?

Customer Service 52

Customer Service Call Center CRM Customer Service Representative 52

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

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

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Bring it.”

Contact Center 156

Contact Center Gamification Transportation Travel 156

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Experience Investigators by 360Connext

APRIL 30, 2015

Our Microinteraction of the Month comes from Stan Phelps of 9INCH Marketing who captured a rather unfortunate microinteraction that might offend customers. 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.

Brands 110

Brands Retail Consulting Touchpoint 110

ShepHyken

NOVEMBER 15, 2016

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. They discuss social customer service (social care) and how automated intelligence can help create better support in all channels.

Social Media 48

Social Media Customer Care Trends Innovation 48

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. The Month in Customer Service Blogging. Is this an oxymoron?

Contact Center 126

Contact Center Tips Social Media Customer Care 126

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

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? But they do expect companies to care.

Analytics 40

Analytics System Customer Service Customer Experience 40

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. He also stated to focus on customers, not competitors. A good relationship with customers will solve many things. Will customers care about this improvement? It’s all about the customer! YWCA Chicago (@YWCAChicago) June 10, 2015.

Leadership 110

Leadership Innovation Social Media Consulting 110

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. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Consumers 21

Consumers Customer Care Meeting Customer Expectations 21

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Consumers 20

Consumers Customer Care Meeting Customer Expectations 20

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 40

CRM Ecommerce Connections Leadership 40

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. In a sentence, customer service bites back.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. In addition, self-service knowledge can empower sales with subject matter expertise for RFPs without having to email or call various employees across the organization.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Magellan Solutions

AUGUST 2, 2021

As of 2014, the Philippines has one of the youngest populations in Southeast Asia. 24/7 customer care. This language proficiency allows Filipino to attain jobs that need strong proficiency in the English language, especially in the call center company in Philippines. This Generation’s Population.

Call Center 52

Call Center Tourism Contact Center Healthcare 52

ProProfs Chat

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. Mobile Customer Engagement. Source: Deloitte ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Qualtrics

NOVEMBER 6, 2019

These kinds of responses are now commonplace at Mastercard, where the Global Customer Care team goes above and beyond to be the customers lifeline to the brand through service, intelligence and experience expertise. It’s so rewarding to come through in those moments.”.

Voice of Customer 33

Voice of Customer Touchpoint Hotels Customer Experience 33

customer sure

NOVEMBER 26, 2014

We’re also starting to find that some customers leave the competitors and come and join us. Outstanding Customer Service. Customers of large companies can feel helpless. We on the other hand can help customers on their terms, be sensitive to their needs & preferences and we can do it very quickly. Bar nothing.

Effort Score 97

Effort Score Feedback Hotels Survey 97

ShepHyken

DECEMBER 7, 2018

This week we feature an article by Brian Elrod who discusses how texting has become an important customer service tool for any type of business. – Shep Hyken. Numbers show that customers enjoy text message communication. Don’t get me wrong, I’m not suggesting you drop every other customer communication channel you’ve got.

Tools 116

Tools Customer Service Hospitality Healthcare 116

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction.

Social Media 116

Social Media Customer Service Strategies Strategy Customer Service 116

CSM Magazine

AUGUST 28, 2019

Northern Gas Networks was shortlisted for six UK Customer Experience Awards in 2014 in recognition of its work to transform customer experience, and was awarded six gold awards including securing the award for Overall Best Customer Experience.

Customer Experience 8

Customer Experience Customer Centricity B2B Customer Satisfaction 8

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Examples 75

Examples Self Service Wireless Call Center 75

Martin Hill-Wilson

JUNE 8, 2015

I’m going to cover three main topics: Multi-channel customer experience. Social customer service. Customer hubs. By the time of the 2014 report, voice still held 70% share with the so called ‘digital channels’ showing rapid growth from a small share within the channel mix. So please join in when inspired!

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40

SmartKarrot

JANUARY 18, 2022

The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. Zoho is committed to offering outstanding customer service. Instead of marketing, Zoho invests in R&D and customer service.

Company 11

Company e-support Customer Journeys CRM 11

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. We wanted to transform our team from one with a reactive approach to customer service into a one with a proactive approach to making our customers successful. That’s when I came on.

Customer Success 0

Customer Success Customers Metrics Sales 0

Grade.us

JUNE 2, 2020

GatherUp is an online review management and customer service platform that’s geared towards growing businesses regardless of their size. Outstanding customer service. Most customers, whether they are happy or disappointed with their platform, come away with the feeling that Yotpo cares about their business.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As Zuckerberg explained back in 2014, “Messaging is one of the few things that people do more than social networking.” Introduction.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101