ShepHyken

FEBRUARY 13, 2017

Each week I read a number of customer service articles from various online resources. The Customer is Always Right by Richard Shapiro. They thought that customer complaints should be treated seriously so customers did not feel cheated or deceived. My Comment: Is the customer really right? Is it just a cliché?

Customer Service 81

Customer Service Loyalty Programs Loyalty Trends 81

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Airline customer satisfaction declines.

Airlines 40

Airlines Customer Satisfaction Hotels Travel 40

Customer Bliss

JANUARY 20, 2022

In today’s instant gratification age, customers expect service to be faster and more responsive than ever. But their holistic approach to being there for customers is a winning strategy, no matter the decade. A bank without branches, they support customers by phone, Internet and mobile. Be Where Your Customers Are.

Case Study 148

Case Study Banking Study Hospitality 148

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.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

CSM Magazine

MAY 30, 2017

Your ultimate resource to the key CX investment areas for 2017 and how to make the most from your vendor partnerships. There is no denying that in 2017 for organisations to stay ahead of their competitors and differentiate themselves within the market, they need to focus on providing an excellent customer experience.

Customer Journeys 40

Customer Journeys Customer Experience ROI Report 40

Survicate

APRIL 27, 2018

Survicate customer since: November 2016. Castorama – a European home improvement chain uses surveys to ensure equally high customer satisfaction across all sales channels. To maintain and constantly improve their customers satisfaction, Castorama decided to collect feedback with Survicate website and email surveys.

Customer Satisfaction 40

Customer Satisfaction e-support Survey Feedback 40

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Artificial Intelligence: The Customer Experience Imperative by Bob Hayes. Here are my top five picks from last week.

Customer Service 79

Customer Service Contact Center Ecommerce Loyalty Programs 79

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

Middlesex Consulting

MARCH 6, 2017

In their February 23, 2017 post “Customer Experience Leads to Recommendations (Charts for 20 Industries),” the Temkin Group published two figures, which are the subject of this post. Why would very satisfied customers not repurchase? Why would very dissatisfied customers repurchase?

Loyalty 60

Loyalty Customer Satisfaction Transportation Customers 60

ShepHyken

SEPTEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. 3 Techniques to Help you Really Understand your Customers by Shay Namdarian. My Comment: Let’s start this week’s top five with a short article that has three simple tips to help you better understand your customer. This is how it’s done!

Customer Service 81

Customer Service Hospitality Customer Centricity Competitive Advantage 81

Middlesex Consulting

MARCH 5, 2017

In their February 23, 2017 post “ Customer Experience Leads to Recommendations (Charts for 20 Industries) ,” the Temkin Group published two figures, which are the subject of this post. The conclusion here is that the better the customer’s experience, the more likely they are to demonstrate loyal behavior.

Loyalty 60

Loyalty Customer Satisfaction Transportation Groups 60

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Amity

JANUARY 27, 2017

Lincoln Murphy recently published “ Customer Success: The Definitive Guide 2017 ” in which he defines Customer Success as occurring “when your customers achieve their Desired Outcome through their interactions with your company” There are two things I really like about this definition.

Customer Success 48

Customer Success B2B Customers Industry 48

Talkdesk

AUGUST 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. Maintaining Customer Standards Through Growth. Lorraine Schumacher, Executive CX Advisor, Clarabridge.

Video 40

Video Customer Centricity Customers Software 40

Clarabridge

JANUARY 4, 2017

As a discipline, customer experience is growing up. Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. trillion 1.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

Talkdesk

MAY 31, 2017

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce. Professional Plan Users: Talkdesk Live Widget Customization.

Omni-Channel 40

Omni-Channel Call Center Effort Score Call Recording 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Download the ACE Awards book learn how: Ally Financial hit an incredible 90% customer satisfaction score. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. million for the fiscal year that ended December 31, 2017, a 13.4% 2017 saw the achievement of numerous milestones for the Group. The Group carried 1.6

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. million for the fiscal year that ended December 31, 2017, a 13.4% 2017 saw the achievement of numerous milestones for the Group. The Group carried 1.6

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 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

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

Magellan Solutions

JULY 27, 2017

But even if the call center industry of the Philippines is in a position of steady growth, challenges concerning customer satisfaction are still prevalent. These are the trends of the call center industry this year of 2017: The growth of the cloud call centers. Utilization of remote call center agents. Contact us now!

Call Center 56

Call Center Trends Industry Report 56

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. Chat increases Customer Satisfaction (CSat). Just consider: Chat interactions have tripled in just the last couple of years.

Abandon Rate 136

Abandon Rate Net Promoter Score Contact Center Effort Score 136

Talkdesk

OCTOBER 30, 2017

Despite the rapid evolution of consumer technology (and consumer expectations), the experience customers have when they call into a contact center is still the same as it’s always been. After far too long, the call ends and the customer is usually still left with a partially resolved issue. It’s unsatisfying.

Contact Center 40

Contact Center Self Service Industry Customer Satisfaction 40

BlueOcean

JANUARY 9, 2018

Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. What Does AI Customer Service Look Like?

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

Experience Investigators by 360Connext

OCTOBER 4, 2017

The first week of October is both Customer Service Week and the week of CX Day! This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But customer service has a special place in the way a customer feels about your brand! Here are a few ideas.

Customer Service 181

Customer Service Social Media Innovation NPS 181

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

Magellan Solutions

NOVEMBER 23, 2018

Place yourself in your customers’ shoes. For starters, the entire process of order taking is a crucial element in creating successful, lasting, and valuable customer relationships especially if your business is customer-centric or business-oriented. How would you feel if your order isn’t properly placed?

Customer Satisfaction 45

Customer Satisfaction Customer Journeys Call Center Social Media 45

Enalyzer

DECEMBER 19, 2017

To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. Not only can you create customized messages to thank your respondents for taking the time to complete your survey but you can also redirect them to any URL, this could be your website, blog or another survey. Check it out.

Social Media 62

Social Media Survey Report Software 62

CSM Magazine

OCTOBER 24, 2023

Now in its seventh year, the awards acknowledge and celebrate Calabrio customers who are shaping the future of workforce optimisation (WFO), elevating customer experience (CX), and enhancing employee engagement within their organisations. Calabrio , the workforce performance company, has announced the winners of its annual ONE Awards.

Connections 52

Connections Contact Center Analytics Innovation 52

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. If a customer couldn’t find answers online, you lost business. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. … or be swept back by the tide as the competition races forward.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

CloudCherry

JULY 25, 2018

What better way is there to learn about delivering an amazing customer experience than examining how the best in the business do it? Respondents were asked a series of questions on topics including their customer experience programs , introducing new technology, and optimizing human capital. Ahead in using Artificial Intelligence. “91%

Technology 170

Technology Brands Customer Experience Omni-Channel 170

Verint

MARCH 15, 2017

Have you or someone within your organization used Verint software—including Contact Solutions, Telligent, Adtech and OpinionLab—to optimize customer engagement? Has this person helped increase customer satisfaction, build customer loyalty, drive revenue, improve operational efficiencies, and/or heighten employee morale?

Engagement 34

Engagement Customer Satisfaction Loyalty Customer Engagement 34