Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. Only around two thirds (65%) of answers to routine questions could be found on company websites.

Social Media 40

Social Media Retail Customer Service Study 40

Vonage

FEBRUARY 23, 2017

Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

Vonage

SEPTEMBER 3, 2015

He’s well-known for being an advocate for charity, urging all big companies to give back to society. As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. The future is social.

Customer Service 120

Customer Service Social Media Hotels Conference 120

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

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Businesses need a robust strategic approach to setting up and evolving customer engagement onsocial channels.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

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

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. More customers this year doing more shopping online, asking more questions and expecting better and faster service across more channels, including their smartphone. Feeling stressed already that your brand might wind up on the naughty list for customer service? Consider this.

Self Service 40

Self Service Customer Service e-support Retail 40

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Nobody’s picking up the phone.

Sales 277

Sales Loyalty Programs Social Media Policies 277

Comm100

FEBRUARY 10, 2022

In a survey conducted by McKinsey & Company comparing customer experience (CX) in the public and private sectors, private companies came out far ahead. Service delivered poorly comes with inefficiencies that aren’t always apparent. Dissatisfied citizens are twice as likely to reach out for support 3 or more times.

Government 130

Government Customer Experience Chatbots Social Media 130

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

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Entertainment 247

Entertainment Leadership Social Media B2B 247

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

transcosmos Information Systems

MAY 25, 2015

For the most part, the fundamentals of customer service remain the same. Efficient and timely service, responsive front liners, proactive solutions are just some of the qualities clients look for in the products and businesses that they purchase. Social media and smartphones mean more multi-channel customers.

Social Media 48

Social Media Self Service Multi-Channel Trends 48

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Self Service 72

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

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? Yet, on chat, just 14% of Health/Beauty companies responded successfully.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 Social Integration. Today’s contact lists also include social media contacts, making social integration an essential feature of an effective CRM tool. billion to $26.3

CRM 108

CRM Company Customer Experience Social Media 108

CX Journey

DECEMBER 20, 2017

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

Communication 137

Communication Brands Social Media Touchpoint 137

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. Published on: April 18, 2016.

Customer Service 48

Customer Service Social Media Poor Customer Service Consumers 48

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. million tweets every month sent to B2C companies. That makes over 4.5

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

OCTOBER 6, 2015

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

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 110

Technology Customer Experience Social Media Trends 110

BirdEye

AUGUST 29, 2023

Customer satisfaction is a measure of how content and happy customers are with a company’s product, services, and experience. Businesses must focus on keeping their customers happy and satisfied. Most successful companies attribute their success to their focus on improving customer satisfaction.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. 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

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Many companies spend a lot of time on demographically profiling their customers , but mixing the generations in the same household blurs the lines between the expectations of different age groups.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. Business sustainability means that the company protects its three P’s: profit, people and planet. A sustainable company has an eye on the important things that keep a company going for the long haul. Transparency as a Social Medium.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

Kayako

MARCH 2, 2017

If you want to keep your customers happy and coming back to you, again and again, you’ve got to meet and exceed these expectations over your most dominant support channels—email, social and Messenger (previously, live chat). Customer needs and customer expectations are the two most confused aspects of customer service.

Customer Expectations 144

Customer Expectations Airlines Social Media Competitive Advantage 144

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!)

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. On that note, let us focus on the positive side of customer service. So, how can companies make the most of their fans, and ensure that they turn positive impressions into brand advocates?

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Comm100

MARCH 4, 2021

Almost every industry has been impacted by the pandemic in 2020, but nowhere has this been more noticeable than in customer service teams. From customer panic to remote working relocation, 2020 shook up live chat teams across the world. How did agent and customer experience change, and what does this mean for 2021?

Data 131

Data Omni-Channel Effort Score Report 131