ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. 13 Haunting Customer Service Statistics by Tricia Morris. 23 Interview Questions You Should Ask Every Customer Service Candidate by Mathew Patterson.

Customer Service 48

Customer Service Hotels Customer Service Training Leadership 48

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. I know, you probably don’t want to read yet another article about the post-pandemic era, especially when the infection numbers in many countries are once again headed in the wrong direction! Reasons for having a customer-first strategy. What do you think?

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Here are my top five picks from last week. Do they have hotel experience?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

C3Centricity

SEPTEMBER 16, 2019

My regular searches include customer service, customer satisfaction, customer care and similar topic areas. I believe they show a serious problem in the business of looking after our customers today. Read the article and then let me know whether or not you agree with my analysis. Google is my best friend!

Customer Centricity 136

Customer Centricity Measurement How To Customer Satisfaction 136

C3Centricity

DECEMBER 3, 2018

This conclusion is confirmed by a Forbes article which mentions that marketing is using big data to provide answers to “which content is the most effective, how to increase conversion rates and customer lifetime value.” ” It would be good if they (also) used it to increase customer satisfaction and loyalty, no?

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

C3Centricity

AUGUST 15, 2016

My regular searches include customer service, customer satisfaction, customer care and similar areas. I believe they show a serious problem in the business of looking after our customers today. Read the article and then let me know whether or not you agree with my analysis. Google is my best friend!

Customer Centricity 120

Customer Centricity Infographics Customer Satisfaction Trends 120

CSM Magazine

FEBRUARY 17, 2022

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Trends 98

Trends Industry Customer Service Chatbots 98

CSM Magazine

FEBRUARY 25, 2021

As a result, the relationship between gig customer experience (GigCX) and CLV has become intertwined, as companies strive to achieve that ‘human’ touch in a virtual world. To that end, customer loyalty can no longer be assumed as a given for brands, no matter how innovative or experimental the product on offer is.

Chatbots 64

Chatbots Virtual Agent Customer Journeys Innovation 64

Kayako

DECEMBER 31, 2015

Come back soon for our prediction on 2016, or sign up for the blog and we’ll send it straight to your inbox. The best of customer experience. Sarah brilliantly navigates the support process of how to handle a customer query. But what about the actual customer experience? This article covers the co-creation phenomenon.

Self Service 72

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

NobelBiz

JUNE 29, 2021

Outsourcing is the greatest option, allowing companies to focus their approach on their customers. However, understanding all the aspects of the customer journey in order to make it fluid, engaging, and rich is critical. You’ll put your consumers in touch with genuine customer service experts.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

ShepHyken

MARCH 17, 2017

Applied to the world of customer service, that means today’s connected consumers want a smart, responsive service experience – and that makes all the difference when it comes to both satisfaction and loyalty. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 93

Customer Service How To Connections Social Media 93

ijgolding

DECEMBER 14, 2016

According to their website, Specsavers is a Partnership of nearly 2,000 locally-run businesses (opticians), committed to delivering high quality, affordable optical and hearing care in the communities they serve. When talking about customer care, they state: At Specsavers, we aim to bring you the highest standards of service and expertise.

Customer Experience 120

Customer Experience Advertising Airlines Leadership 120

Kayako

MAY 12, 2016

Andrew documents his personal accounts from dealing with customer relationships amongst snippets of wisdom from the customer service world, combined with plenty of quotes, images from his travels, and thoughtful articles with analysis. Customer support newsletters. Mercenator. Mercernator is Mercer Smith-Looper.

Conference 120

Conference Tips Call Center Video 120

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., Understanding the impact of optimizing the following three organizational aspects can serve as a great way to reach this level of performance. Final thoughts.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ClearAction

MAY 18, 2017

Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Go beyond real-time data and actioning to preventing recurrence of chronic issues for your whole customer base. 3) Create synergy in your VoC portfolio.

ROI 54

ROI Feedback Survey Financial 54

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

MAY 4, 2017

Shep Hyken’s Customer Service Blog is one to follow. Here’s a sampling of articles and posts that really resonate with us. Moving From Omni-Channel To A Channel-Less Customer Experience ”. Five Ways to Create Customer Loyalty ” (with video). Here’s a sampling of articles and posts that really resonate with us.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40