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

Bold360

NOVEMBER 3, 2016

Super Social Retail Strategy. 80% of Twitter users start searching for the perfect holiday gifts in October, so if you haven’t started thinking about your social media strategy-get going. You don’t need Spidey senses to know that integrating with social media is a no-brainer. Super Helpful Digital Self-Service.

Self Service 80

Self Service Omni-Channel Customer Service Social Media 80

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

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. That is far from the truth.

Customer Service 52

Customer Service Loyalty Programs Self Service Loyalty 52

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. We love her recent blog on what CX will look like in 2017.

Customer Experience 40

Customer Experience Self Service Consulting Social Media 40

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

Comm100

DECEMBER 1, 2017

This contact center priority goes hand in hand with the previous goal of reducing customer friction: by creating (or optimizing) an automated self-service experience, customers will be able to solve transactional self-service issues quickly and efficiently. Social media engagement (45%). Email (54%).

Contact Center 105

Contact Center Report Customer Journeys Customer Centricity 105

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Technology The rise of digital, mobile and social media has transformed how consumers interact with brands. The increasing emphasis on customer experience is being driven by three key trends: 1.

Competitive Advantage 56

Competitive Advantage Customer Experience Self Service Social Media 56

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

Eptica

JANUARY 31, 2018

Author: Pauline Ashenden Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. What were the key CX trends in 2017? Share this page on: Tweet.

Self Service 55

Self Service Knowledge Base Chatbots Social Media 55

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. That is far from the truth.

Customer Service 28

Customer Service Loyalty Programs Self Service Loyalty 28

Eptica

JANUARY 24, 2018

Often that means that certain channels or areas can be overlooked – Eptica research found that while performance on email and web customer service improved between 2016 and 2017 it fell on Twitter and Facebook. You might also be interested in these posts: 5 ways to get your email customer service ready for 2018.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Eptica

APRIL 12, 2019

Given the link between high scores in the UK CSI and key factors such as trust, loyalty and likelihood to recommend, this demonstrates that many brands still have work to do. Judging by the impressive turnout at the ICS Conference, many understand this and are actively looking to improve.

Conference 76

Conference Self Service Fashion Ecommerce 76

Eptica

MARCH 8, 2017

Date: Wednesday, March 8, 2017 Bridging the APAC communication gap between humans and machines. Published on: March 08, 2017. This is being driven by better IT infrastructure and more demanding customers , who are spending increasing amounts of time on digital channels such as social media.

Communication 49

Communication Self Service Social Media Knowledge Base 49

Second to None

FEBRUARY 14, 2018

To learn more about some common customer service trends, check out the following list of six created by Jonathan Steiman for Forbes. This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. Now, customers want to engage back.

Trends 63

Trends Social Media e-support Chatbots 63

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Inspiring Real Loyalty, No Cards in Sight. engender loyalty! How Can You Build Human Loyalty to Beat the Competition?

Tourism 56

Tourism Travel Customer Service e-support 56

Bold360

MAY 10, 2017

Rather than a frustrated customer who couldn’t get the help they need, who will quickly go elsewhere, your customers experience has just been enhanced, improving their loyalty to your brand. More than ever in 2017, that includes social media and mobile. Seamless Multichannel Customer Experience. image source: [link].

Customer Experience 49

Customer Experience Multi-Channel Social Media Self Service 49

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. In my previous series of blogs I explained the basic AI terms , including bots and chatbots , and the impact they have on CX, and now I want to turn my attention to text analytics.

Analytics 50

Analytics Customer Experience Self Service Chatbots 50

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics. 16% of customers prefer to use live chat software as customer support and service channel than self-service and social media platforms. Improved Lead Generation.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

ShepHyken

DECEMBER 8, 2017

This shift will provide an opportunity to engage with the customer, gain useful insight and build brand loyalty. Use Technology for Self Service. For instance, IVRs and artificial intelligence enabled Chatbots can make the customer service easier and efficient. Acknowledge the Mobile Social Customer.

Contact Center 45

Contact Center Customer Engagement Engagement Customer Service 45

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 This type of sentiment analysis has become a key tool for making sense of the multitudes of opinions expressed every day in texts on review sites, forums, blogs, and social media.

Technology 122

Technology Customer Service Contact Center Gamification 122

Kayako

JANUARY 5, 2017

“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. They can easily search for a better alternative to your product or service.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Super important point – authenticity drives loyalty #vcsummit. According to Vanderbilt, social media and our sharing economy have transformed how people’s tastes are influenced by others.

Innovation 100

Innovation Marketing Social Media Healthcare 100

Lumoa

OCTOBER 31, 2018

In my opinion, three things that are essential for CX include: Restoring trust – 2017 has seen more examples of organizations continuing to fail to meet basic customer expectations. Bell, Customer Loyalty Keynote Speaker, Trainer, Author. In Europe, the Ryanair debacle is the most prominent case of all. Talk to your board.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Kustomer

NOVEMBER 25, 2021

When agents are equipped with the right CRM and other data structuring tools they will be able to drive more success and loyalty. The depressing thing was we found out that on average any service interaction, was four times more likely to make a customer disloyal than loyal. Is Customer Delight Expensive?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Poor Customer Service Experiences. Great Customer Service Statistics. Building Brand Loyalty.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Kustomer

AUGUST 11, 2022

They have access to customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed on the web to find the information they need. I think that’s one of those amazing support experiences that will drive customer loyalty and retention.”.

Customer Service 98

Customer Service Social Media Self Service Loyalty 98

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

Bold360

AUGUST 24, 2017

If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. Take a look at the elements below from Adobe, that businesses want to focus on as customer experience goals for 2017.

Self Service 68

Self Service Customer Service Customer Experience Social Media 68

Kustomer

MARCH 12, 2020

The original concept of delighting customers stemmed from the theory it would create more loyalty and increase the amount of money a consumer would spend. If the current strategies used to delight customers are flawed, what strategies work to create customer loyalty? What Creates Disloyal Customers? Matt Dixon: (24:29).

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

Comm100

DECEMBER 11, 2017

According to CX Network’s 2017 Digital Marketing Trends Report , customer experience ranks first as the most exciting opportunity for businesses for the third year in a row. At 22%, it is ahead of content marketing (15%), mobile (13%), personalization (11%) and social marketing (7%). Social Media Support.

Customer Experience 118

Customer Experience Social Media Self Service Multi-Channel 118

ProProfs Chat

AUGUST 28, 2020

In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. Accurate Information Via Self-Service. One of the things that have gained importance in the customer service expectation list is self-service. Watch: How to Create a Self-Service Knowledge Base .

Customer Expectations 105

Customer Expectations Meeting Self Service How To 105

Help Scout

JUNE 22, 2021

Nearly three out of five consumers report that good customer service is vital for them to feel loyalty toward a brand. A good customer service experience heavily impacts recommendations. Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. Bain and Company ). Zendesk ).

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

ProProfs Chat

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. 3: Boosts Customer Loyalty.

Loyalty 96

Loyalty Customer Service Self Service Knowledge Base 96

Kustomer

MAY 18, 2020

They have access to continual customer reviews via social media, use self-service resources to educate themselves on products and services, and are well-versed in the digital space to find the information they need. An effective customer service conversation can solve issues before they turn into lost business.

Customer Service 52

Customer Service e-support Self Service Social Media 52

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Social media means consumers can give instant feedback. This underpins chat, email and self-service, supported by a centralized knowledgebase.

Self Service 51

Self Service Customer Experience Net Promoter Score Customer Service Representative 51

CSM Magazine

JUNE 12, 2020

Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders. Increasing Role of Technology in Customer Service. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52