The DiJulius Group

DECEMBER 3, 2014

9 Worst Customer Service Stories of 2014 – Check out these nine Customer service fiascos of 2014: 9. Manager fired for poor responses to negative reviews – After receiving online complaints from Customers, a hotel manager posts responses such as “What do you expect for so little cash?”

Customer Service 49

Customer Service Hotels Customers Management 49

Win the Customer

SEPTEMBER 15, 2014

As we come close to the last quarter of 2014, let us have a quick look at the five critical tech trends that came on the scene this year and are continuously driving changes in the call center landscape. Call Center Customer Service Technology'

Call Center 136

Call Center Trends Technology Customer Service 136

InMoment XI

MAY 4, 2022

Those costs, particularly when layoffs are involved, can include low morale among stressed employees, and widespread distrust of the company by employees, according to the American Psychological Association’s 2014 Work and Well-Being Survey. Change How You Account for Customer Service. 6 Tips for Fostering Employee Loyalty.

Loyalty 580

Loyalty Call Center Leadership Call Center Solutions 580

Experience Investigators by 360Connext

DECEMBER 3, 2014

These moments matter because they can range from the really, really bad moments that shouldn’t be a big deal but become one (in the worst sort of ways) to the fantastic, creative and inspiring small moments that leave a customer happier and more loyal because they show how companies care for their customers.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Think Customers

DECEMBER 31, 2014

As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I''m joining in with my lists of cheers and jeers in the customer experience world.

Customer Experience 103

Customer Experience Sports Advertising Video 103

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

Case Study 91

Case Study Customer Philosophy Customer Experience Employee Engagement 91

Kustomer

OCTOBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Service 59

Customer Service Airlines Exceptional Customer Service Social Media 59

Experience Matters

MAY 26, 2015

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. consumers to rate the customer service of 278 organizations across 20 industries ( see.pdf with full list ). Six industries improved between 2014 and 2015, while 13 declined.

Customer Service 120

Customer Service Airlines Banking Insurance 120

The DiJulius Group

DECEMBER 9, 2014

Top 8 Customer Service Stories of 2014 – Check out 8 of the best Customer service stories of 2014: 1. The world’s friendliest restaurant - Tim’s Place is a unique, full-service restaurant in Albuquerque, New Mexico, serving breakfast, lunch and HUGS! Customer Service'

Customer Service 40

Customer Service Customers 40

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!

Customer Satisfaction 100

Customer Satisfaction Multi-Channel Social Media Comparison 100

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. In 2014, customer’s expect ethics as standard. .

Omni-Channel 78

Omni-Channel Customer Experience Case Study Employee Engagement 78

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. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Culture 139

Culture Customer Service How To Policies 139

Uniphore

APRIL 10, 2017

Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research. 5 Proof Points.

Chatbots 124

Chatbots Customer Service Report Technology 124

Customers That Stick

OCTOBER 9, 2014

The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

Customer Service 164

Customer Service Customer Service Training Social Media Communication 164

Experience Investigators by 360Connext

JANUARY 30, 2015

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.

Customer Service 110

Customer Service e-support Social Media Leadership 110

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

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “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.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. She now represents Magic Travel to plan clients’ Disney Vacations.

Meeting 60

Meeting Customer Experience Employee Engagement Contact Center 60

Vonage

JANUARY 3, 2017

Why are customers complaining in the first place? At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

The DiJulius Group

SEPTEMBER 30, 2014

The 2014 Customer service Hall of Fame – 24/7 Wall St. commissioned Zogby Analytics to conduct an on-line national survey in which 2,500 randomly chosen respondents rated Customer service at 150 of the best-known companies in the country. Customer Service'

Customer Service 40

Customer Service Analytics Study Survey 40

The DiJulius Group

JANUARY 7, 2015

In case you missed it - The 8 most popular eServices of 2014 were the following. (I The 9 things your Customers do not want to hear – The majority of employees at most businesses uses these phrases. Customer Service' I suggest printing them out, reading and sharing them with your management team.)

Customer Service 0

Customer Service Management Customers 0

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

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

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

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

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

Win the Customer

FEBRUARY 17, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth […]. Customer Service Technology'

Customer Satisfaction 126

Customer Satisfaction Technology Customer Service Customers 126

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? Hence, they can provide a better service quality for your consumers.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. A few years, during the relentless Polar Vortex, we made t-shirts for our team saying “Winter Suffer Fest 2014. The 3 Hottest Trends Impacting Outsourced Customer Care. Bring it.” We’d love to hear from you.

Contact Center 136

Contact Center Gamification Retail Course 136

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? The Second Annual #CXDay is October 7th, 2014. Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

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 73

Customer Service Management Retail e-support 73

Win the Customer

FEBRUARY 7, 2015

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.

Customer Service 52

Customer Service Exceptional Customer Service Call Center Survey 52

Who's Your Gladys?

DECEMBER 24, 2014

As you celebrate, take a moment to notice the successes and challenges of 2014. Customer Service guest blogger Lori Jo Vest Marilyn Suttle Barbara Glanz Bill Quiseng Chip R. Happy Holidays! Who was there to support your efforts? Now is the time to reach out and acknowledge the difference they made.

Customer Service 177

Customer Service Customers 177

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. Personalize your customer service without getting too personal.

Self Service 120

Self Service Contact Center Trends Connections 120

Beyond Philosophy

DECEMBER 26, 2014

If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. Seven Predictions for the Customer Experience Industry in 2013. The Future of Customer Experience in 2014.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Customer Enthusiast

SEPTEMBER 5, 2014

With the start of the 2014 NFL football season, I got to thinking about how customer service is like football. In face-to-face customer service, “blocking and tackling” consists of smiling, making eye contact, and adding energy to one’s voice. Customer Service Employee Engagement Enthusiasm at Work!

Customer Service 67

Customer Service Employee Engagement Retail Customers 67