Kayako

JANUARY 12, 2017

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! And celebrate how good service experiences will keep customers happy, improve loyalty and grow our business. What do Kayako’s founders recommend?

Customer Experience 120

Customer Experience Effort Score Chief Customer Officer Customer Centricity 120

Zonka Feedback

JUNE 27, 2023

Learn how to organize & process SaaS Product Feedback to gain valuable insights. Zendesk implemented a chatbot called AnswerBot in 2017. Build the best SaaS product in the market based on feedback collected from customer. Within two years, it expanded its functionality into directing its customers to the answers they sought.

Feedback 52

Feedback How To Chatbots Marketing 52

ClearAction

DECEMBER 31, 2016

2017 Customer Experience Resolutions Lynn Hunsaker. What’s new in 2017 customer experience management? Teach them how to use lean/six sigma tools to identify and resolve root causes. Teach everyone how to conduct root cause analysis (ask “why” 5 times) among the key themes in the customer comments.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

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 80

Self Service Video Customer Centricity Customers 80

Customer Bliss

NOVEMBER 29, 2021

A 2017 Minnesota Department of Health report review of tests, ordered by physicians in the state in 2014, validates the need for such conversations. The post Choose to Chat: How to Improve Healthcare Through Conversations with Patients appeared first on Customer Bliss. Its results showed that $54.9

Healthcare 139

Healthcare How To Advertising Banking 139

C3Centricity

APRIL 4, 2020

According to Thales , 75% of US retailers have experienced a data breach, 50% in the last year, up from 19% in 2017. The post How to Better Understand Shoppers by Using AI and ML appeared first on c3centricity. But most don’t trust us with their data and for good reason it seems. Show me a website that thinks it already has enough!

How To 156

How To Retail Government Technology 156

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. With that in mind, here are four predictions on how brands will step up their game in the new year. 2017 is all about #customersatisfaction.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Kerry Bodine

MARCH 12, 2018

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. In 2017, I had the pleasure of heading the jury for the Service Design Awards. This final post will focus on service delivery.

How To 120

How To Conference Culture Analytics 120

Alida

DECEMBER 22, 2016

We’ve collected 10 of the most insightful predictions that we believe will define not just 2017, but also the years ahead. Forrester Research is predicting more espionage, ransomware and privacy breaches in 2017. In its annual predictions, Fortune says the merger boom will keep on rolling in 2017. Global uncertainty.

Trends 0

Trends Social Media Advertising e-support 0

ReviewTrackers

JULY 5, 2018

Then, in 2017, Grubhub acquired Eat24 from Yelp. Here’s how to get to review response on Grubhub, according to Grubhub’s support page: Log into your account at restaurant.grubhub.com. . In addition, in the first quarter of 2018, active diners on Grubhub increased 72 percent year over year at 15.1 Respond to Grubhub Reviews.

Management 150

Management How To Metrics Consumers 150

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. First, Get clear on the current table stakes a.k.a.

Customer Experience 40

Customer Experience How To Video Government 40

GetFeedback

JUNE 12, 2019

We showcased one example in 2017 when we spoke to Myskha Sansoin of Bombardier Recreational Products (BRP) about her team’s experience using GetFeedback. “In Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. In 2014, we realized that our program was getting outdated,” Sansoin told us.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

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. First, Get clear on the current table stakes a.k.a.

Customer Experience 40

Customer Experience How To Video Government 40

ReviewTrackers

MARCH 31, 2021

A 2017 Accenture survey showed that 44 percent of health insurance customers believe it to be important that their providers not just offer insurance packages but health advice as well. The same report showed that the use of mobile device for “research and/or interactions” increased by an average of over 70 percent in 2017 alone.

Insurance 123

Insurance Customer Retention Industry How To 123

ShepHyken

DECEMBER 11, 2017

How to Choose a Gift That Will Wow Your Customers by John Ruhlin. Top 10 Wow Customer Service Stories for 2017 by Shaun Belding. Shaun Belding) With 2017 drawing to a close, we’ve gone through our notes to find what we felt were the top 10 Wow customer service stories of the year. Here are my top five picks from last week.

Customer Service 76

Customer Service Customer Success Customer Centricity Customer Service Training 76

Kerry Bodine

MARCH 9, 2018

I’ve been writing a series of posts about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. The first post of the series focused on technology , and the second on the ubiquity of contexts in which practitioners are now applying service design.

Customer Journeys 120

Customer Journeys Conference How To Course 120

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. How do you expect customer expectations to change in 2017?

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50

Customer Bliss

APRIL 19, 2019

After spending time with the various owners, Fernando started to understand how to best communicate with them and began sharing their success stories with leaders at the corporate level. I wish I knew how to influence people the same way I influence people today. I wish I grabbed the phone more instead of sending emails.

Guest Experience 135

Guest Experience Customer Experience How To Technology 135

Peter Lavers

JANUARY 10, 2017

We’re pleased to announce that Peter Lavers will attend the IBM Amplify 2017 conference in Las Vegas in March in his role as a Watson Commerce Futurist. The post IBM Amplify 2017 appeared first on Think CX. Read the conference website.

Omni-Channel 40

Omni-Channel Conference Analytics Trends 40

ijgolding

JANUARY 17, 2017

In November 2016 I did so with tip number 1 – how to make Customer Experience a priority for the whole company – you can read it here. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework. I look forward to writing about the next five tips in 2017. You can read my column here!

Customer Experience 168

Customer Experience How To Customer Centricity Tips 168

Beyond Philosophy

JULY 19, 2017

Per the 2017 Colloquy Loyalty Census, there are 3.8 In fact, in Retail Customer Experience, the author of the Colloquy census said that “retailers need to up their game on how to attract and retain members within their loyalty programs.”. How do you attract and retain members in your loyalty program?

Loyalty 117

Loyalty Loyalty Programs How To Retail 117

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Trends 48

Trends Competitive Advantage Chatbots Social Media 48

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. In January 2017, ReviewTrackers reached out to a U.S.-based Download this free customizable handout , which comes with easy instructions for your customers on how to leave reviews of your business on Google. Need to build out your reviews on Google?

Survey 101

Survey Social Media Automotive Analysis 101

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. How To Power A Better, More Personalized Customer Experience by Manuel Vellon. Cassie writes about how what she is doing to help her organization develop a customer service culture.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

Team HGS

JUNE 14, 2017

2017 Trend 3: The Beginning of Channel Guidance. In 2016, customer service professionals continued to work hard to figure out how to best integrate and connect all of the disparate communication channels. In simpler cases, it may be text or a how-to video. In simpler cases, it may be text or a how-to video.

Self Service 52

Self Service Trends Multi-Channel Effort Score 52

ReviewTrackers

OCTOBER 3, 2017

Innovation was the highlight at last week’s 2017 SHSMD Connections, the annual conference for healthcare marketing, public relations and communications, and strategic planning professionals. Here’s what we learned: How to Innovate.

Connections 56

Connections Healthcare ROI Metrics 56

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

Talkdesk

JUNE 12, 2017

Opentalk 2017 was a groundbreaking event for the Talkdesk team. We welcomed more than 1000 customer heroes from all over the world to San Francisco to participate in a two-day conversation about how we can all be more heroic to our customers. To get started watching videos from Opentalk 2017, just click the button below.

Video 40

Video Customer Centricity Feedback Customer Experience 40

Customer Bliss

JUNE 22, 2017

Customer experience innovation and Cannes Lions 2017. (BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.). AdAge has an interesting review of what’s been happening so far.

Innovation 237

Innovation Customer Experience How To Advertising 237

Provide Support

APRIL 7, 2020

With Provide Support live chat statistics tool you can easily track how many chats your live chats agents get, how fast they respond and how many chats they miss. (.). © 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2020. Permalink | No comment.

Measurement 59

Measurement Customer Service How To Customers 59

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey. Seeking Seamless Customer Service for Financial Industries.

Self Service 63

Self Service Financial Banking Exercises 63

Kerry Bodine

NOVEMBER 22, 2017

Tech topics—including artificial intelligence, big data, the internet of things, and blockchain—popped up much more frequently in 2017 than in previous years. In today’s post, I’ll talk about technology.

Technology 120

Technology Conference How To Trends 120

ShepHyken

APRIL 3, 2017

My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customer care track, headed up by Dan Gingiss and Daniel Lemin. Entrepreneur) What makes a brand strong in 2017? Want Loyal Customers? Prioritize Your Customer Service With These 4 Tactics.

Social Media 76

Social Media Customer Service Hotels Hospitality 76

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. In 2017, all eyes were on chatbots and virtual agents – the assumption being that they would take over a significant part of the customer interaction and deliver real value in communicating with customers. A major driver for the chatbot disappointment in 2017 was the inflated expectations.

Customer Service 95

Customer Service Chatbots Virtual Agent How To 95

Storyminers

JUNE 3, 2022

We’ve updated it for 2017. Can you tell us how you got into CX and why you find the space so interesting? Lou taught me how to ‘read’ a business by reading its clues. Steve taught me how to design a business to be adaptive to its customers’ needs. 2017 Answer. 2017 will be the year of smarter customer experiences.

Trends 147

Trends Customer Experience Wireless Entertainment 147

ShepHyken

JULY 31, 2017

This article sheds some light on the topic with a few reasons it can happen, along with some strategies and tactics on how to avoid them. The post 5 Top Customer Service Articles for the Week of July 31, 2017 appeared first on Shep Hyken. My Comment: Why do certain businesses create angry customers? Follow on Twitter: @Hyken.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0