Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. 71% of customers are ready and willing to part ways with your company. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Make your business more customer-centric.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

Talkdesk

APRIL 12, 2016

TOPO Sales Summit 2016 was a whirlwind of information, insights and debate. With two days of content, four tracks and 30+ sessions and workshops, TOPO Sales Summit 2016 really packed a punch. As a form of summary, we’ve compiled some of the most memorable quotes from TOPO Sales Summit 2016. Click to Tweet.

Sales 40

Sales eBook Conference Case Study 40

Magellan Solutions

JUNE 24, 2021

Challenges of having an outsourced inside sales . In a 2016-2017 talent shortage survey, employers found sales positions to be among the most difficult roles to fill, beating out even engineers, management, and executive roles. Hiring inside sales employees is a big investment. Control over the outsourced team.

Sales 52

Sales B2B ROI Leadership 52

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 100

Contact Center Report Banking eBook 100

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. The post Services Before Sales Sells More Chicken!

Sales 100

Sales Analytics Technology Brands 100

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” Does that mean (in the words of Charlie Sheen) you are “winning?”

Social Media 100

Social Media Government System Consumers 100

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. How do we train customers to ask for the service? The post Services Before Sales Sells More Chicken!

Sales 113

Sales Hospitality Guest Experience Culture 113

InMoment XI

MAY 2, 2016

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Automotive 200

Automotive Study Loyalty Sales 200

Lumoa

DECEMBER 17, 2021

The business and growth of Lumoa are driven by the megatrends of data driven decision making, customer focus and digitalization. Following the change, Lumoa will continue to aim high, empower even more its customers to drive business and continue building industry leading AI service.

Ecommerce 208

Ecommerce Banking Retail Industry 208

Tricia Morris

JULY 18, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights, and by far, around channel availability and digital transformation. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

Infographics 40

Infographics Customer Service Trends Report 40

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. Customer experience in the age of disloyalty by Blaise Lucey.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

Trends 48

Trends Customer Service Contact Center Analysis 48

QuestionPro Audience

AUGUST 3, 2018

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 In 2016, 70% of consumers felt confident with the price they paid, but in the 2018 study, only 62% are satisfied with their price point. million vehicles sold.

Consumers 199

Consumers Study Report Sales 199

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line?

Sales 48

Sales Customer Experience Insurance Airlines 48

Forrester

JUNE 21, 2016

In 2015, we explored whether customer experience really matters to business success or whether CX is just the latest hype. Our conclusion: superior CX drives superior revenue growth in industries where customers are free to switch business and competitors deliver a differentiated customer experience.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

Talkdesk

MAY 17, 2016

Opentalk 2016 is upon us. The Talkdesk team will be spending the day at The Village in San Francisco talking to forward-thinking business leaders and learning more about the future of the customer experience. Happily, we’re diligently reporting on all the happenings and learnings at Opentalk 2016. May 17th is finally here!

Social Media 40

Social Media Omni-Channel Conference Call Center 40

The DiJulius Group

JANUARY 27, 2016

You need to make 2016 the year you create an unfair competitive advantage from everyone else. Become the brand you Customers cannot live without and make price irrelevant. It needs to be […].

Strategy 40

Strategy Customer Experience Competitive Advantage Customers 40

Vonage

MARCH 28, 2019

Imagine a technology that promises to help your business but instead is poisoning your customer’s experiences. A technology that has its most deadly effect at the precise moments when your customers need you the most. In 2016, Bain & Co. When their customers were asked, only eight percent agreed with them.

Customer Experience 228

Customer Experience Contact Center Software Contact Center CRM 228

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. TechZone360) AI is also transforming the way companies interact with customers.

Customer Service 48

Customer Service Social Media Customer Service Training Sales 48

Win the Customer

JULY 13, 2016

.’s largest chain store, has decided to stop playing music in its stores following feedback from customers, the retailer announced at the end of May 2016. Complaints from customers and anti-noise groups, coupled with extensive research, prompted the policy change. percent more sales than fast-tempo music.

Sales 52

Sales Apparel Retail Policies 52

Tricia Morris

JUNE 13, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights – and by far around channel availability and digital transformation. 56% of global consumers say they have higher expectations for customer service now than they had a year ago. Get the Report.

Report 40

Report Customer Service Self Service Social Media 40

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences.

Customer Experience 40

Customer Experience Trends Customers Strategy 40

LiveChat

JUNE 8, 2016

Marketing has evolved, buying has evolved, and now sales is ready to evolve. We’re seeing that the line between marketing and sales is getting blurrier by the minute as salespeople get more love from developers and new sales tools. If a company wants to be successful in 2016, its salespeople must be agile high-performers.

Sales 28

Sales Analytics Tools Marketing 28

Experience Matters

DECEMBER 9, 2016

Not only does a good response to a bad experience cut down on sales loss, but it also increases loyalty for some customers. In the Temkin Group report What Happens After a Good or Bad Experience, 2016, we […]. Lots of people talk about the power of service recovery, and now we have the data to prove its value.

Loyalty 120

Loyalty Groups Report Sales 120

QuestionPro Audience

MAY 2, 2018

Brands are learning that partner marketing is a smart way to broaden your audience and drive growth and sales. As with any relationship, it is important to find the right partner for your brand: Can the partner drive sufficient traffic and sales to make it worth your investment? to $98 million in 2016. SABRA/TOSTITOS + LYFT.

Brands 236

Brands Marketing Consumers Sales 236

CX Journey

AUGUST 16, 2017

It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. As you can see from the graphic above, there is definitely a correlation between the two, superior customer experience and superior revenue growth.

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

ijgolding

MAY 6, 2020

This is a post about customer experience (CX) transformation – about the incredible work being done by a bank in Eastern Europe in their quest to become sustainably customer centric. I first met Laura Tengerdi and Andrea (Andi) Hanyecz in 2016. customer insight. customer journey management. governance.

Banking 233

Banking Customer Experience Customer Centricity Strategy 233

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Chatbots Call Center Social Media 59

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? Salesforce Survey Shows Customer Experience Now Job No.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Customer Bliss

AUGUST 3, 2017

Some interesting, if not surprising, news from the customer experience world recently. Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Customers actually want more of the emotional side of it. What does it mean?

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

Tricia Morris

MARCH 4, 2016

At Microsoft, and most absolutely with our customer service technology, we take these words to heart as we continue our consistent growth and progress among a steady stream of early 2016 award wins which now includes the 2016 CRM Magazine Service Leader Awards. ———-.

CRM 40

CRM Innovation Technology Customer Service 40

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Similarly, the Salesforce Einstein AI platform was initially announced in 2016.

Customer Care 186

Customer Care Self Service Contact Center Chatbots 186

Talkdesk

MAY 18, 2016

Opentalk 2016 was a whirlwind. Talkdesk’s inaugural summit was jam-packed with valuable insights on the future of the customer experience. Empathy is the heart of the most successful customer experiences. Customer satisfaction can seem an amorphous goal at times.

Self Service 40

Self Service Omni-Channel Customer Centricity NPS 40

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Trends 155

Trends Customer Service Chatbots Omni-Channel 155

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Customer Service 55

Customer Service Retail Consumers Metrics 55