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?

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?

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

Do You Need to be Assertive to Provide Great Customer Service?

Steve DiGioia

The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. They are individuals who give of themselves and ensure the customer experience is second to none.

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.

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.

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

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?

Handling Customer Service Emergencies

Wired and Dangerous

But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service. He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house.

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.(.).

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.

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

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.

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.

3 Customer Service Tips from a Health Care Pro

Who's Your Gladys?

If wanting happy customers and an engaged staff was enough – everyone would have them. Instead, customer complaints are common and nearly 75% of employees are reportedly disengaged. What can you do to get customer service right? Customer Service Customer Service Articles

Tips 164

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

Michelli Experience

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.

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.

Trends 130

Here’s Why 2017 Might NOT Be The Best For Service

Steve DiGioia

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. I thought email was the preferred method to contact a business’s service or help desk.

The Simple Truth Behind Customer Service Excellence

Who's Your Gladys?

National news, Twitter and YouTube are loaded with examples of customer service gone wrong. While there are lessons to learn from service breakdowns, there’s even more value in following leaders who share a consistent set of guiding principles for “getting service right.”

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.

KPI Alphabet Soup: The Most Important Customer Service Performance Metric

Who's Your Gladys?

People who work in Customer Operations know of the “Alphabet Soup” of customer service performance metrics. The post KPI Alphabet Soup: The Most Important Customer Service Performance Metric appeared first on Who's Your Gladys?

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”

Oh the Humanity! Creating Stronger Human Connections in Customer Service

Who's Your Gladys?

Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty.

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.

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?

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.

Trends 186

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.

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.

How is the Internet of Things Affecting Customer Service?

Who's Your Gladys?

The post How is the Internet of Things Affecting Customer Service? Customer Service internet of things IoTYou’ve undoubtedly heard of the Internet of Things (IoT). So what is it?

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.

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.