Maru/HUB

FEBRUARY 2, 2018

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. From the study, 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Provide Support

APRIL 3, 2018

No matter how good your product may be, or how competent your customer service team is, the only thing that matters is how your customers feel about your company. And the key to providing an exceptional customer service lies directly in the ability of your team to deliver a positive experience. Read more.

Customer Service 51

Customer Service Management Exceptional Customer Service Employee Engagement 51

Provide Support

FEBRUARY 28, 2017

There are certain factors that negatively affect customer service quality and do not allow companies to reward their customers with exceptional customer service. Before I start talking about these factors I’d like to ask, do you know what customer service means? Read more.

Customer Service 40

Customer Service Exceptional Customer Service Customer Service Representative Customers 40

Kayako

JUNE 1, 2017

Over the past three years more industries have recorded a dramatic decline in customer satisfaction than those who have improved, according to the Temkin Group’s 2017 Experience Ratings Report (a cross-industry open standard benchmark of customer experience). Customer service collaboration is largely seen as a novelty.

Customer Service 205

Customer Service Return on Investment Customer Satisfaction Fashion 205

ViiBE Blog

FEBRUARY 18, 2020

77% of customers admit a willingness to switch brands more readily than in previous years, and 61% report that they did change brands or providers for at least one service in 2017. Provide exceptional customer service. Nonetheless, maintaining that loyalty is becoming more difficult.

Strategy 52

Strategy Exceptional Customer Service Loyalty Employee Experience 52

Team HGS

FEBRUARY 6, 2018

According to Dimension Data’s global contact center benchmarking report, digital interactions accounted for over 42% of all interactions taking place inside the contact center in the beginning of 2017. Instant communication will become the standard for exceptional customer service in 2018.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Natalie Petouhof

SEPTEMBER 12, 2018

AI integrated into the agent desktop and console classifies cases and identifies key information needed to serve the customer even before the agent gets the case. AI is not meant to replace agents, it’s meant to empower them to deliver exceptional customer service. MIT Sloan and BCG Study, 2017.

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Second to None

MARCH 9, 2018

Research published in Harvard Business Review found that customers who received a response to their query on social media were more likely not just to remain a customer, but to spend more money with the brand, and recommend it to others. Brands have a lot of work to do to meet these expectations.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Magellan Solutions

FEBRUARY 28, 2017

Team up with an omnichannel call center – This generation demands exceptional customer service and a fast response, not just with calls but with inquiries made on social media as well. Mobile also lets millennials price-match everything, so you might want to introduce interactive discounts and mobile coupons.

Call Center 40

Call Center Omni-Channel Social Media Rewards Programs 40

Call Center Pros

AUGUST 27, 2018

There is no better and faster path to create exceptional customer service than by learning from those who have done it successfully before. If you want your business to grow and excel in customer service, this post is for you! “Top Ten Business Books For 2017” – Forbes.

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

Helpware

AUGUST 7, 2018

Delta Airlines has taken to handing out pies when they are delayed in getting their customers to the skies. During inclement weather in April 2017 at the Atlanta airport, Delta Airlines crew members handed out fresh pizza to people waiting on the tarmac to take off as well as those waiting in the terminal.

Customer Service 41

Customer Service Airlines Customer Experience Social Media 41

Grade.us

APRIL 2, 2018

They're attentive to customer reviews, focused on providing exceptional customer service. If your business is exceptional it won't stay that way. Refused to cancel a customer's account , choosing instead to harass and fight with him for 10 minutes. In the beginning, companies are well behaved.

Ecommerce 38

Ecommerce Competitive Advantage Exceptional Customer Service Innovation 38

Grade.us

MARCH 9, 2020

Review recency has become a significant sticking point for customers. Now, 48% of consumers are only impacted by reviews from the last 2 weeks, up from 40% last year, and 18% in 2017. Providing exceptional customer service. 48% of consumers only pay attention to reviews written within the past 2 weeks.

Strategy 32

Strategy Management How To Consumers 32

ProProfs Chat

JANUARY 31, 2020

Statista published that in 2017, more than 60% of the customers contacted customer support for some reason or the other. This could be a big opportunity to turn an angry, frustrated, or confused customer into a happy and satisfied one. Make it loud and clear to the customer how much the brand cares about them.

Customer Service 52

Customer Service Tips Policies Customers 52

BirdEye

JULY 14, 2023

For example, back In 2017, UrthBox had an F rating on the official Better Business Bureau website. Ask their paying customers to leave a positive review on the BBB website in exchange for a free snack box. But how exactly do you convince customers to leave these stellar reviews? The company’s solution?

Guidelines 95

Guidelines Social Media Policies Exceptional Customer Service 95

Call Experts

APRIL 28, 2022

These are customer service podcasts, but before we dive into those further let’s keep looking at what is great customer service? Exceptional customer service. Providing outstanding customer service isn’t about giving a free trial period. This Is CX.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Social Media 52

Customer Enthusiast

AUGUST 2, 2017

In May I read the 2017 Qualtrics Hotel Pain Index Study , made some notes, and had every intention of writing a June blog post in response to the study. So if these three areas: unfriendly employees, value for price paid, and lacking effort are the source of so much customer angst and dissatisfaction, then why not address them right now?

Hotels 40

Hotels Exceptional Customer Service Guest Experience Study 40

ProProfs Chat

AUGUST 19, 2020

However, the reality is that modern customers are encountering horrifying service experiences in this part of the Universe. For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Image courtesy: Dmagazine.com.

Policies 105

Policies Customer Service How To Guidelines 105

ProProfs Chat

DECEMBER 12, 2019

Customer service can also drive customers to pay more than required – only to get a solution that works more in their favor. A Genesys survey showed that 1 in 3 customers are willing to pay more for exceptional customer service. Customer Retention Marketing Statistics.

Customer Retention 88

Customer Retention Loyalty Programs Social Media Loyalty 88