Vonage
AUGUST 15, 2016
Solis believes brands try really hard to offer exemplary customer service, but it’s a difficult thing to do with antiquated contact center technology and processes. As I’ve discussed before, successful brands help customers help themselves, serve customers where they are and personalize customer care.
Service Untitled
SEPTEMBER 15, 2011
In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. By 2014, consumer purchases using e-retail is expected to exceed $249 billion.
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Lumoa
JUNE 14, 2023
As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level.
Comm100
JANUARY 14, 2016
In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it.
Help Scout
APRIL 29, 2021
Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them.
Bold360
JANUARY 5, 2017
Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. The New Year presents an opportunity to tag in new partners in the relay and reexamine your stroke to get you swimming in the right direction.
ShepHyken
MARCH 15, 2019
Don’t sleep on facilities management, since it can be the difference between delighting customers in-store and driving them away. Tom Buiocchi joined ServiceChannel as an Executive Director in 2014.
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