Evolving Customer Service to the Next Level in 2017

BlueOcean

The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available.

5 Most Popular Customer Experience Blog Posts of 2017

Customer Bliss

As we all take the time to think about improving strategies for focusing on customer-driven growth, join me as we revisit 5 of my most popular blog posts of the year. Customer Experience Labs: Your Strategic Weapon. What will CX Look Like in 2017?

Celebrate Customer Service Week 2017 with This Easy Plan

Who's Your Gladys?

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Experience Matters

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. 2017 Temkin Ratings customer serviceBased on a study of 10,000 U.S

Top 5 Customer Service Expectations in 2017

Jacada

Customer service trends are today driven by the need to meet consumer expectations. The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company.

The Evolution of Self-Serve Customer Service

BlueOcean

That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. Their customers hold times were reduced.

Is Emotional Intelligence Key To Outstanding Customer Service?

Kayako

Working in customer support can leave you feeling like an unrecognized or unsung hero. Within a brief conversation the agent is expected to engage each customer, fix their problem and move on swiftly to help others. Is empathy the essential customer service personality trait?

Customer Service & CX Leaders Make the Best Magic TOGETHER

Experience Investigators by 360Connext

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. Jeannie Walters (@jeanniecw) October 4, 2017.

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Michelli Experience

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. While humans may not be fully replaceable, I do believe artificial intelligence and robots will displace a lot of service providers.

What will CX look like in 2017?

Customer Bliss

Over the holidays, I read two interesting articles about customer experience. The first one, from Forbes , is called “Five Bold Expert Predictions For 2017.” of 2017. But these are a couple of 2017 predictions.

14 Articles to Help You Deliver Flawless Customer Experiences in 2017

Kayako

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry?

How Customer Service and Marketing Can Intensify Each Other

Provide Support

Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Let’s explore how customer service and marketing can intensify and strengthen each other.(.).

Charging More for a Better Customer Service Experience

ShepHyken

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

The Top 15 NPS & Customer Service Thought Leaders to Follow in 2017

CustomerGauge

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success.

2017: The Year Of The Journey

Kerry Bodine

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? FREE Resources The Customer Journey

No Agent Is an Island: Why Collaboration Is Key to Great Customer Service

Kayako

Over the past few years, all hands support has been touted as the pinnacle of cross-company customer service collaboration. And yet, it’s still undervalued as a tool for minimizing barriers between businesses and their customers. Customer service isn’t valued.

10 truths about social customer service

NewVoiceMedia

Social media has changed the rules of customer service. There was a time when if a customer wanted to complain, they’d have to dial the customer service number and then wait in a queue for 10, 20 or 30 minutes. Thinking that your customers aren’t on social media.

{Infographic} The Future of Customer Service: Artificial Intelligence vs Human Intelligence

Michelli Experience

Is Your Customer Service Consistent?

Customers That Stick

Customer Service Video customer-service-techniquesWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Customer Service Trends 2017: An Effortless Customer Experience is Vital for Loyalty

Kayako

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Your customers want to help themselves.

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Customer Service Professional Development – Resources To Help You Learn & Grow

Comm100

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Author of The Service Culture Handbook.

Are You Prepared to Offer Customer Service via Text/SMS?

NICE inContact

This flexibility of communication is precisely why it continues to amaze me how slow businesses have been to adopt text/SMS as a channel for communicating with their customers. . Consumers want SMS as an option to communicate with customer service/support.

Do ‘captive customers’ deserve customer service excellence?

NewVoiceMedia

A government employee questioned whether my service teaching had any value for his department. After all, he reasoned, why bother providing customer service excellence to “captive customers” who have no choice? Who wins from this effort to upgrade civil service?

Grading customer service excellence

NewVoiceMedia

One workshop participant asked this question about grading customer service excellence: “I’m designing a performance measurement system for our in-house technology team and have run into a disagreement with my boss. “He I also refer to this as “customer satisfaction.”. “B”

Customer Service Is a Habit (So Is Bad Customer Service)

ShepHyken

This week is National Customer Service Week. Happy Customer Service Week! It became a book, officially titled, Be Amazing or Go Home: Seven Customer Service Habits that Create Confidence with Everyone. Delivering good customer service is a habit.

The Seven Deadly Sins of Bad Customer Service

Comm100

Before “customer service” was even a thing, the Seven Deadly Sins existed as a guideline for moral living. Perhaps somewhat surprisingly, some of these “old school” lessons still have a place in the society of today, and have significant overlap with bad customer service practices.

Customer Service Innovation — How Chatbots are Evolving

TechSee

One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive.

4 Technology Trends set to Improve Customer Experience in 2017

Jacada

There's no denying the fact that customer service is critical to any business. As customers have more alternatives than ever, the businesses that win the battle of customer service gain a clear competitive advantage.

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When Customer Service Creates Customer Validation

ShepHyken

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints.

What Makes Good Customer Service

ShepHyken

National Customer Service Week is coming up the first week in October. This is a time to appreciate employees for doing a great job taking care of customers. And, of course, there is showing some love and appreciation to your customers. What makes good customer service?”

Handling a Social Media Customer Service Crisis

Who's Your Gladys?

Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Here are some tips for managing one.

Customer service basics are timeless

NewVoiceMedia

Today’s new buzz words in the world of customer service are “customer engagement” and “ customer centric”. The concepts are very valid and important to create a relationship with the customer. The customer holds all the cards and the customer rules.

Who Owns Customer Service?

ShepHyken

Customer service is what I’m all about. It is my life’s mission to help companies create a customer service experience that customers think is amazing. But, surely some company that is totally focused on their customers would already own it.

5 Qualities of Great Customer Service Managers

Customers That Stick

Customer Service BlogWe've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

Doing More with Less, Customer Service Automation

Jacada

Martha Mitchell learned that her request for 10 customer service agents was denied. As director of customer experience, Martha was responsible for the contact center of 300 agents and a product support team of 20. The verdict came by email.

Mapping the Customer Service Journey

Jacada

Once upon a time, price and quality were the essence of buying decisions, but today more and more people are choosing brands based on whether the overall customer experience meets their expectations, and the failure to do is leading customers to look for brands that will.

Increasing the Efficiency of Digital Customer Service

Jacada

Today, digital innovations have sparked a transformation in the rules of customer engagement, a new age of customer service being driven by the customers, themselves.

5 Top Customer Service Articles for the Week of September 11, 2017

ShepHyken

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

Social Media & Customer Service

Jacada

Once upon a time, price and quality were the essence of brand loyalty, but today the customer experience is playing a much larger role more in the brands people choose.

5 Top Customer Service Articles For the Week of December 11, 2017

ShepHyken

Each week I read a number of customer service articles from various online resources. How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding.