ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 74

Customer Service Culture Poor Customer Service Contact Center 74

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. It can be hard to navigate the murky waters of customer service, especially during peak seasons when it can feel like you’re swimming as hard as you can but you’re barely managing to tread water as the current pushes right back against you.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Maru/HUB

FEBRUARY 2, 2018

This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” Implementing technology without strategy makes us do the wrong things faster ! 1) First step?

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Talkdesk

SEPTEMBER 25, 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 Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self Service 40

Self Service Video Customer Centricity Customers 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

CSM Magazine

OCTOBER 10, 2019

Axis Group has successfully achieved the ServiceMark Accreditation from The Institute of Customer Service following a major initiative to put customer service at the forefront of its businesses within the cleaning, security and reception services sectors. for the service sector).

Groups 40

Groups Customer Service Customer Service Strategies Employee Engagement 40

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Apple, with an incredible score of 89, is the darling of customer service, not just for the tech industry, but any industry. This time he shares three simple ideas on the hot topic of customer engagement.

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

ShepHyken

JANUARY 29, 2018

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018.

Customer Service 92

Customer Service Social Media Tips Trends 92

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. 1: A rapid response is now standard. But there’s a flip side.

Social Media 69

Social Media Chatbots Customer Service Brands 69

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 75

Customer Service Airlines CRM Social Media 75

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

Call Center Pros

AUGUST 27, 2018

But the important thing here is to know that it isn’t the only key to make customers happy. There is a ton of philosophies, tools and strategies that customer service professionals can use in order to gain more customers and, even more important, gain loyal customers. 10 Best Customer Service Books.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. There’s indeed some bit of a risk buying a product or service that’s not in front of you physically. Phone Support. Honor Your Warranties.

e-support 87

e-support Customer Experience Social Media Policies 87

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in higher CSAT and NPS scores for your business.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically. It could be time for your company to implement bots for customer service. Maybe bots will help.

Chatbots 40

Chatbots Hotels Contact Center Conference 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

AUGUST 11, 2022

While we’d like to think that every website visit has positive intentions, some customers may come to complain or discuss their negative experience. These situations often require an effective customer service conversation , one in which your agents can turn what started as a discussion with a dissatisfied customer into a positive situation.

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

Confirmit

OCTOBER 9, 2017

” Next, Abel Rhyne, VP, Customer Service Strategy & Operations at Erie Insurance took to the stage. After Faith’s more academically-led presentation, it was great to get the balance of a real-life story of a business striving to listen to customers and do the right thing by them.

Insurance 40

Insurance Contact Center Groups Communication 40

Confirmit

OCTOBER 9, 2017

” Next, Abel Rhyne, VP, Customer Service Strategy & Operations at Erie Insurance took to the stage. After Faith’s more academically-led presentation, it was great to get the balance of a real-life story of a business striving to listen to customers and do the right thing by them.

Insurance 40

Insurance Contact Center Groups Communication 40

Comm100

NOVEMBER 3, 2017

The truth is that you can’t successfully apply a blanket social media training approach to everyone who will be participating in your social media strategy – the ideal team is going to have participants from many departments involved, fulfilling different functions. Which company had the best social media customer service?

Social Media 113

Social Media Course Training Marketing 113

ShepHyken

MARCH 13, 2017

Each week I read a number of customer service articles from various online resources. 47 Social Media Statistics to Bookmark for 2017 by Alex York. My Comment: It has been said that customer service is the new marketing. A Recipe for Consistent Customer Service: 5 Key Ingredients by Jeremy Watkin.

Social Media 89

Social Media Customer Service Infographics Retail 89

Team HGS

AUGUST 22, 2017

HGS Webinar: Reinventing the Customer Service Model Using Bots&Brains™. Q2: What would you suggest as the first step in integrating bots into our customer service strategy? I was speaking at a conference, and I asked VPs of customer service or chief customer officers if any of them had deployed bot technology.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Comm100

SEPTEMBER 28, 2022

Looking to improve your customer service? Before you begin making changes to your service delivery and your staffing practices, it’s important to understand how your organization compares against industry. Increasingly, FCR is being recognized as one of the most important metrics to watch in customer service.

Measurement 228

Measurement Average Handle Time Wait Times How To 228

Provide Support

APRIL 26, 2017

In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. There are many reasons why offering chat support might be a valuable customer service strategy. © 2003 - 2017 Provide Support LLC. Read more.

Infographics 53

Infographics Customer Service Strategies Trends Interaction 53

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Our customers are smarter than ever, at least as customer service is concerned. This is huge.

Customer Service 108

Customer Service Competitive Advantage B2C Culture 108

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. There are other implications to this new customer service trend. AI and Human Customer Service Will Be More Integrated Than Ever.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. Punk CX is a new way of looking at customer service that Adrian thought of back in 2017.

Strategy 64

Strategy Customer Service Customer Experience Connections 64

Ecrion

SEPTEMBER 23, 2020

The term customer service is a catch-all phrase that roughly equates to a customer’s experience with and perception of your brand. Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service.

Infographics 105

Infographics Self Service Customer Service Social Media 105