ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. Follow on Twitter: @Hyken.

Self Service 48

Self Service Social Media Customer Service Fashion 48

NICE inContact

AUGUST 16, 2019

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark surveyed consumers from the United States, United Kingdom and Australia – with year-over-year results for the US (2018 vs. 2017), and new benchmark data for the UK and Australia. But with simpler, less urgent concerns, 40% prefer self service methods first.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

ShepHyken

MAY 22, 2017

was at the heart of driving employee loyalty and retention. My Comment: Technology is changing the way we deliver customer service and support. Our customers are using self-service solutions, emailing, sending text messages, posting on Facebook and Twitter, etc. — caring, respect, appreciation and praise.

Customer Service 82

Customer Service Airlines Self Service Tips 82

SuiteCX

FEBRUARY 7, 2017

Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you gain efficiencies through better supply chain management? Can you use your customer data to stop sending irrelevant communications? Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

SuiteCX

FEBRUARY 7, 2017

Are you duplicating services with more than one vendor? Which customers want to use self-service? Here is to a growth oriented 2017! Can you gain efficiencies through better supply chain management? Can you use your customer data to stop sending irrelevant communications? Conclusion.

Customer Journeys 100

Customer Journeys Self Service Analytics Exercises 100

Talkdesk

JULY 7, 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. Scott Kennedy – President of Financial and Retail Services, Target.

Self Service 40

Self Service Net Promoter Score Video Customer Centricity 40

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Self Service Metrics Customer Service 62

NICE inContact

OCTOBER 15, 2018

Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. The 2018 survey reveals that use of digital channels is higher than phone – however use of “automated assistants” or chatbots by consumers for recent service interactions is still limited at only 8% globally.

Contact Center 122

Contact Center Consumers Self Service Chatbots 122

TechSee

APRIL 24, 2018

A 2017 Gartner survey found that 20% of large enterprises plan to adopt augmented reality/virtual reality (AR/VR) as part of their digital strategy by 2020. Imagine that a telecom company launches a new TV service and must handle set top box installation for one million new subscribers. The future of unboxing is powered by AI / AR.

Self Service 116

Self Service Call Center Video Consumers 116

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 51

Customer Experience Self Service Return on Investment Competitive Advantage 51

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. 45% of customers are willing to pay more for better customer service 1. 42% of consumers have purchased more after a good customer service experience 2. 52% stop buying after a bad customer service interaction 2.

Customer Experience 40

Customer Experience Self Service Return on Investment Competitive Advantage 40

ShepHyken

SEPTEMBER 4, 2017

CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. One of the leading trends in customer service is a much stronger emphasis on visual support methods. 101 Customer Service Quotes To Better Your Business by Skip Prichard.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. changing your address, checking your billing statement, checking into a flight, etc.),

Self Service 134

Self Service Customer Service Contact Center Airlines 134

ShepHyken

MAY 5, 2017

I think a great self-service option is key for everyone. adults surveyed expect to get an answer via self-service. Whether filling out an application for a loan or troubleshooting a technical problem, self-service functionality gives users more control and faster results. Shep Hyken. Three-quarters of U.S.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

ShepHyken

FEBRUARY 27, 2017

My Comment: This short article reminds us of something very important: The best customer service is typically driven by human interaction. Yet so many companies are moving to self-service, text messaging from chatbots (computers) and other de-humanized interactions. Customers want it and are expecting it.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

Bold360

NOVEMBER 3, 2016

Digital self-service must be omni-channel, which means a customer can start a chat with you on your website, and continue it seamlessly via Facebook or whatever other channels make them comfortable. Digital self-service can draw strong parallels from this kind of customer service. Super Integrated Customer Service.

Self Service 80

Self Service Omni-Channel Customer Service Social Media 80

ProProfs Chat

NOVEMBER 17, 2017

As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Customer Service 51

Customer Service Loyalty Programs Self Service Loyalty 51

PK

FEBRUARY 21, 2020

PK solved this challenge by replacing its current workflows with an Alteryx analytics strategy that offered self-service BI, data preparation, data blending and analytics. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Analytics 52

Analytics Self Service Transportation Retail 52

Connective DX

FEBRUARY 21, 2020

PK solved this challenge by replacing its current workflows with an Alteryx analytics strategy that offered self-service BI, data preparation, data blending and analytics. A 2017 survey found that retailers are leaving nearly $150 billion on the table by not using customer data to their advantage.

Analytics 52

Analytics Self Service Transportation Retail 52

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Loyalty Analysis 48

Interactions

MARCH 20, 2019

The conversation during a two-minute call with a company can make or break a customers loyalty forever. I n a 2017 survey, Arise found that nearly two-thirds of respondents were only willing to wait 2 minutes or less before hanging up and that more than 13% said no wait time was acceptable.

Self Service 67

Self Service Customer Experience Customer Service Customer Care 67

Verint

DECEMBER 8, 2016

As you start to finalize 2017 planning for your organization, have you looked “outside in” and gathered ideas and insights from other organizations for the customer engagement optimization elements of your planning?

Loyalty 44

Loyalty Customer Engagement Engagement Interaction 44

Bold360

JANUARY 19, 2017

We love her recent blog on what CX will look like in 2017. Bill is an award-winning writer on the topic of customer service leadership for managers, as well as customer experience for staff on the front lines. He specializes in customer experience, loyalty and engagement. His area of expertise is customer loyalty.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. As a result, you should create strategies to maximize the availability and accessibility of your customer service options.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

MAY 4, 2017

They will greet you personally, appreciate your custom, and reward you with free coffees or extra stamps on your loyalty card. The casual chit-chat, the occasional coffee on the house, and the extra stamps on your loyalty card, all stops. A post shared by The Modern Grocer☕️ (@themoderngrocer) on Apr 28, 2017 at 9:05pm PDT.

Self Service 176

Self Service Banking Ecommerce Customers 176

CSM Magazine

JULY 14, 2017

This means that high quality service leads to increased loyalty from customers. Develop a self-service strategy. Most consumers, across all demographics, prefer self-service for simple transactions and interactions. If so, it might be time for an overhaul. It is time for a change.

Self Service 49

Self Service Effort Score Customer Service Representative Transportation 49

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. However, self-service alone is not enough.

Self Service 49

Self Service Customer Experience Social Media Video 49

Totango

SEPTEMBER 6, 2017

At Customer Success Summit 2017 , Sam Boonin, VP of Product Strategy at Zendesk, gave a keynote address where he pointed out that “relationships between businesses and consumers are complicated,” because what they want is different. The biggest users of the dashboards were CSMs, who were enormous consumers of usage data.

Customer Success 82

Customer Success Self Service Conference B2B 82

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. A Billion Reasons Why Loyalty Marketers Need Customer Identity by Mike Sands. My Comment: If your organization has a customer loyalty program, you’ll find this article of great interest.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. Higher satisfaction drives loyalty, and repeat business Clearly happy customers tend to remain loyal and continue to buy from you, boosting your revenues. Share this page on: Tweet.

ROI 63

ROI Financial Self Service Customer Experience 63

ShepHyken

NOVEMBER 20, 2017

Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty. 6 Best Practices for Thriving in the ‘Post-Human’ Customer Service Age by Anand Subramaniam. For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

VDS

SEPTEMBER 17, 2020

Intelligent Virtual Agents have matured significantly and are able to handle the increased demand for self-service. A survey by Gartner, Inc showed 25% of customer service and support operations will integrate virtual custom assistant or chatbot technology by 2020, up from less than 2% in 2017.

Virtual Agent 52

Virtual Agent Customer Service Self Service Contact Center 52

Eptica

MARCH 14, 2018

This has led nearly 1m people to switch their bank account during 2017, with initiatives such as the Current Account Switching Scheme making it possible for customers to move all regular outgoing and incoming payments from an old account to a new account within seven working days and without much effort at all. Share this page on: Tweet.

Banking 49

Banking Self Service Customer Experience Effort Score 49

CloudCherry

JULY 25, 2018

The MIT Technology Review: Getting To Iconic report is based on surveys conducted with over 550 business executives at global firms—including retail, IT, logistics, healthcare, IT, and more— in over 30 countries between May and July 2017. Over 60% of them managed relatively large operations with more than $1 billion in annual revenue.

Technology 170

Technology Brands Customer Experience Omni-Channel 170