ShepHyken

APRIL 3, 2017

In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. This year, attendance at several Customer Service sessions reportedly doubled from last year. One of the most powerful ways to think of customer service is with a “hospitality mentality.” Want Loyal Customers?

Social Media 76

Social Media Customer Service Hotels Hospitality 76

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

Self Service 63

Self Service Financial Banking Exercises 63

ShepHyken

OCTOBER 23, 2017

(Huffington Post) High performing customer service organizations are changing and redefining performance metrics to better align how they measure service delivery success to their customer expectations, according to the worldwide state of customer service research by Salesforce. The future is now!

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

NICE inContact

DECEMBER 3, 2018

In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both. Consumers want true omnichannel customer service, and service that’s seamless, convenient and quick. Only 35% of consumers are highly satisfied* with their experience, regardless of channel and country surveyed.

Self Service 121

Self Service Contact Center Software Contact Center Software 121

ReviewTrackers

SEPTEMBER 23, 2021

To understand the restaurant customer satisfaction, you’ll need to understand how behavior has shifted. How the rise of new technology shifted customer expectations. Which consumer habits have changed. How to remap the customer journey. A Change in Consumer Habits in Dining and Delivery. Delivery Services.

Customer Satisfaction 114

Customer Satisfaction Industry Multi-Channel Consumers 114

NICE inContact

SEPTEMBER 30, 2019

Of all the communications channels, the web chat channel is quickly emerging as the leader in customer satisfaction and as a channel that improves agent efficiency, productivity and engagement. A growing body of research, as well as companies’ experiences with the chat channel bear out chat’s many benefits.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

Customer Alignment

DECEMBER 18, 2017

As I was considering ‘what to expect in 2018’, I took a step back and contemplated 2017. 2017 promised such a lot. There was the motivation and there were clear opportunities to really begin to make a significant difference for customers and close the recognised experience gap. What did we hear, what did we see?

Omni-Channel 45

Omni-Channel Customer Journeys Chief Customer Officer NPS 45

ReviewTrackers

MARCH 31, 2021

Reducing customer churn requires insurance companies to think outside the box. Reduce Customer Retention by Offering More than Insurance. A 2018 report from Bain & Company revealed that customers look for value quality and ease of use from their insurer. Offer more than insurance. Create a product “ecosystem”.

Insurance 123

Insurance Customer Retention Industry How To 123

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans. the customer expectations.

Customer Experience 40

Customer Experience How To Video Government 40

Talkdesk

OCTOBER 23, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Design Customer Experiences To Create Fans. the customer expectations.

Customer Experience 40

Customer Experience How To Video Government 40

NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Customer service must support many (“multi”) channels because that is what customers expect. But what really does that mean?

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

ReviewTrackers

FEBRUARY 24, 2021

Companies like Apple get a huge value from their reputation as a user-friendly company that provides great customer experience. When customers search for businesses online, they will turn away if they see negative content or reviews about your company. Consumers go online when researching a new business.

Brands 104

Brands Marketing Social Media Sports 104

Talkdesk

OCTOBER 3, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. Customer Expectations Are Rising . “55% It is part of the company decision making process.

Contact Center 40

Contact Center Trends Video Advertising 40

CSM Magazine

JANUARY 31, 2019

The numbers presented indicate that companies are following almost the same path adopted a few years ago, and it’s rather bad news. This was another year in a row when customer satisfaction for live chat app conversations dropped. The companies featured in the report scored 82.26 percent from 2017.

Company 40

Company Customer Satisfaction Entertainment Report 40

Ann Michaels and Associates

DECEMBER 27, 2018

. • Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017). • 94% of customers read online reviews (Fan and Fuel, 2016). • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017). • Consumer engagement with reviews. •

B2B 73

B2B Hotels Consumers Brands 73

Vonage

OCTOBER 2, 2017

It’s therefore not surprising that many businesses have concerns about social media customer service. However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. Every company in the world will have at least one unhappy customer, but it’s what you do about it that really counts.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

Vonage

SEPTEMBER 8, 2017

It’s therefore not surprising that many businesses have concerns about social media customer service. However, getting it right has huge benefits, and not offering it at all really isn’t an option in 2017. Every company in the world will have at least one unhappy customer, but it’s what you do about it that really counts.

Omni-Channel 253

Omni-Channel Customer Service Social Media Customers 253

CX Journey

JULY 5, 2018

It appeared on their blog on December 14, 2017. That statement has plagued companies for a long time. Customer experience professionals know that, in order to deliver a great experience, companies must listen to customers, link customer feedback to transactional (and other) data, and act on what they hear.

Data 119

Data Customer Experience Professionals Metrics Analytics 119

ShepHyken

JANUARY 23, 2017

My Comment: Many businesses are figuring out alternative ways to deliver customers service, such as self-service options, chatbots, etc. The phone used to be the main way customers connected with companies, but not anymore. Sharpen) Here’s part II in our series about the future of customer experience.

Self Service 48

Self Service Social Media Customer Service Fashion 48

GetFeedback

JUNE 12, 2019

In this article, we’ll walk through a four-step process for identifying your most important customer touchpoints, from kickstarting an organization-wide conversation about the customer journey to ensuring that you have accurate customer data. . Put yourself in the customer’s shoes. Add context to your customer data.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Comm100

JANUARY 7, 2020

“With higher expectations and more purchasing options, today’s customers are too savvy and empowered to accept the promise of stronger engagement. But while there are no participation trophies for customer centricity, there are ample rewards for companies that deliver. We’re in an age where consumers have a lot of power.

Data 134

Data Chatbots Wait Times Effort Score 134

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Would you want those customer experiences factoring into your NPS? Short of breaking up with someone, I communicate most everything over text and email.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Many companies underestimate just how much the customer experience on digital channels matter. Would you want those customer experiences factoring into your NPS? Would you want those customer experiences factoring into your NPS? Short of breaking up with someone, I communicate most everything over text and email.

Analytics 136

Analytics Customer Experience Management Contact Center 136

ShepHyken

FEBRUARY 27, 2017

The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. RIS) In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations are heightened, customer service is critical for delivering differentiated shopping experiences. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Alida

JANUARY 10, 2018

It’s always been easier to keep existing customers than land new one, but keeping loyal customers doesn’t come without its own set of challenges. But marketers tend to have their own ideas about what drives customer loyalty, and those ideas don’t always mesh with what the customer is thinking. What is loyalty, really?

Loyalty 127

Loyalty Marketing Net Promoter Score NPS 127

Ecrion

SEPTEMBER 23, 2020

Proper CS doesn’t actually begin when a customer makes a purchase on your site or when they contact you with a question or complaint. Instead, it begins the very first moment that a consumer interacts with your website, follows you on social media, or sets foot in your store. Part 2 – Customer Expectations Are High.

Infographics 105

Infographics Self Service Customer Service Social Media 105

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

CX Journey

MARCH 13, 2018

It appeared on their blog on December 6, 2017. The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Eptica

SEPTEMBER 25, 2019

Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. The results are stark, with insurance performing poorly in terms of both customer service and trust. This hardly builds trust with consumers. So how do brands build this trust?

Insurance 62

Insurance Customer Experience Self Service Automotive 62

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Worldwide, 67% of people believe that customer service as a whole is improving.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

ShepHyken

MARCH 14, 2017

Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. They don’t think that way.

Social Media 83

Social Media Customer Expectations Call Center Trends 83

Alida

OCTOBER 15, 2017

Asia is the fastest growing region in the world with rapid consumer evolution and growing digitally-minded young populations. There’s never been a more crucial time for brands to keep a finger on the pulse of changing customer needs – or risk falling behind the pack. . 2 – Create with the customer. The secret?

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

Alida

JANUARY 22, 2018

But for a brand to be successful in the long run, any cool gadget needs to be backed by an exceptional customer experience. Home fitness startup Pelaton epitomizes how excellent CX drives consumers to buy into a new device. Pelaton’s loyal customer base can be attributed to following the playbook of successful “cult brands.”

Brands 100

Brands Customer Insights Connections Consumers 100

Comm100

MARCH 4, 2021

Rather than focus purely on speed and time to resolution (and so keeping chats short), managers are encouraging agents to build rapport with customers and provide genuine, personalized support – and allowing chat duration to increase as a result. Sadly, it’s also become a baseline expectation for support to be efficient.

Data 131

Data Omni-Channel Effort Score Report 131

CSM Magazine

SEPTEMBER 24, 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica. First, they need to embrace processes, technology and knowledge to help them deliver the service that customers expect.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Eptica

MARCH 21, 2019

Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. 9 out of 10 consumers will change supplier if they lose trust in a company – nearly half of them immediately - according to the newly published 2019 Eptica Digital Trust study.

Brands 80

Brands Self Service Insurance Fashion 80

Joe Rawlinson

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Inability to Keep Pace with Incoming Inquires.

Social Media 84

Social Media Study Poor Customer Service Customers 84