ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Contact Center Retail Competitive Advantage 0

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. That’s where Customer Success comes into play.

Chief Customer Officer 55

Chief Customer Officer Conference Customer Centricity Customer Success 55

ShepHyken

DECEMBER 10, 2018

Try some of these ideas, old and new, and you may build an even better relationship with your customers. How To Build A Brand: 14 Effective Strategies To Improve Customer Experience by Forbes Communications Council. But not all customer experience (CX) strategies are created equal. But customer service?

Customer Service 91

Customer Service Fashion Customer Satisfaction Customer Service Training 91

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Crypto-tokens and blockchains for messengers.

Chatbots 50

Chatbots Trends Technology Social Media 50

NetBase

DECEMBER 31, 2018

Like all years, 2018 offered a number of lessons in how to break new ground using social media. It also reminded us how easily things can go off track when you’re not using social listening to guide your efforts. The post 2018 Social Media Listening Winners – and Losers appeared first on NetBase.

Social Media 45

Social Media Video Analytics Sports 45

ShepHyken

FEBRUARY 19, 2018

15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash. Mindflash) The secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. And how to get to that point? “Be

Self Service 81

Self Service Customer Service Social Media Customer Service Training 81

ShepHyken

AUGUST 13, 2018

My Comment: This excellent article on customer loyalty departs from the typical article focused on B2C businesses and has a big emphasis on the B2B customer. Plenty of good info and ideas to get you thinking about how to drive loyalty with buying committees, executives, end users and more. Want better customer service?

Customer Service 72

Customer Service Loyalty B2C Study 72

delighted

JUNE 29, 2021

In August 2018, Hollywood producer Jeffrey Katzenberg and former CEO of HP Meg Whitman co-founded the company Quibi, a video platform meant exclusively for mobile viewing. How to establish a good product/market fit. How to measure product/market fit. An example of missed product/market fit.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . We did it – just like that, Clarabridge’s 10th Annual Customer Connections Conference (C3) has officially come to a close. After donning 80s garb and rocking out to The Legwarmers on Tuesday night, everyone came together one last time to discuss the exciting future of customer experience.

Self Service 40

Self Service Social Media Healthcare Conference 40

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are three powerful ideas – or as the author calls them, “rules” – on how to create a more customer-focused experience for your customers, clients, patients, guests, etc. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 79

Customer Service Hospitality Chatbots Hotels 79

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Self Service 54

Self Service Customer Service Hospitality Survey 54

Lithium

JUNE 11, 2019

Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. Learn how to identify, define, and measure ROI for customer care. Outline of Topics Covered: Tactical Mastery. See proven techniques to build advocates. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. Learn how to identify, define, and measure ROI for customer care. Outline of Topics Covered: Tactical Mastery. See proven techniques to build advocates. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

Learn how to best engage with customers on the social web. Understand why Marketing and Customer Care are merging. Learn how to identify, define, and measure ROI for customer care. Outline of Topics Covered: Tactical Mastery. See proven techniques to build advocates. ROI Connection.

Social Media 40

Social Media Case Study ROI Course 40

ijgolding

JULY 18, 2018

Already listed as the top pan-European customer service conference to attend in 2018, the summit will take place on 18th and 19th September at the Grange Tower Bridge Hotel. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Grade.us

NOVEMBER 2, 2018

2018's Best Social Media Marketing Blogs. Facebook’s Testing Video Polls Within Ads Facebook’s Testing New Ads Which Showcase Multiple Products in One Unit Expert Insights on How to Get Started with Instagram Marketing. 2018's Best Social Media Marketing Articles. Social media's not going away any time soon.

Social Media 32

Social Media Resources Tools Marketing 32

Interactions

FEBRUARY 18, 2021

The mapping from sequences of graphemes to words is trivial and doesn’t require anything more than knowing how to spell the words you want to be able to recognize. We have investigated grapheme-based acoustic modeling as part of an SLU system for classifying spoken utterances in the customer care domain with several languages [ 1 ].

Conference 71

Conference Virtual Agent System Resources 71

Answer Dash

MAY 7, 2018

Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. But what exactly are customers’ expectations today, and how have they evolved in recent years? This constitutes about 40 percent of the overall $9.5

Trends 54

Trends Customer Experience B2C B2B 54

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

Trends 59

Trends Chatbots Omni-Channel Customer Care 59

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care. Joan is a amatuer climber.

Customer Centricity 104

Customer Centricity Culture Technology Travel 104

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Monitor Your Customer Experience with Real-Time Dashboards.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. The last thing your customer wants is an excuse. How to Stay Competitive.

Video 121

Video Customer Service Customer Experience Customer Service Training 121

Call Center Pros

AUGUST 27, 2018

All of these books contain valuable knowledge for anyone working in the customer service industry, so pick one to get started on improving your knowledge, and become an expert, too. 10 Best Customer Service Books. Customer Loyalty: How to Earn It, How to Keep It by Jill Griffin. Here are Jeffrey Gitomer’s 3.5

Customer Service 40

Customer Service Call Center Loyalty Customer Service Strategies 40

CSM Practice

JULY 6, 2020

Providing value to customers surely holds awesome possibilities, and companies that give amazing value to every customer have visible advantages over the others. Without customers, there is no business, no company, and no job. Questions we can discuss can be, how do we define the value? Defining the Value.

Tips 105

Tips Customer Success Customers Strategy 105

Verint

DECEMBER 19, 2017

Recently, I was a panelist on a session at the Incite Customer Service Summit in New York City called “Proactive Social Care: Engage Your Online Community.” In 20 minutes or less, listeners can find strategic and tactical information that can move their digital customer care program forward and give them a competitive advantage.

Self Service 37

Self Service Competitive Advantage Lifetime Customer Customer Care 37

Storyminers

JULY 7, 2020

How can companies create amazing customer experiences in 2017? The answer to this question is the same as it was in 2016 and will be the same as in 2018. #1 1 Deepen your customer profile. Customers expect an ever more frictionless experience and more proactive service. 2 Serve before you sell. Absolutely.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

C3Centricity

MAY 25, 2020

However, cutting costs, selling less attractive business units (such as their US candy business to Ferrero completed in 2018) in the hope of upgrading their image, will not bring sufficient changes that consumers demand of large corporations today. Fast, Personal Service Is Directly Linked to Customer Loyalty. Get Answers.

Technology 194

Technology Analysis Data Consumers 194

CSM Magazine

JUNE 28, 2021

The icing on the cake for your customers is good customer service, which is why according to the 2018 State of Global Customer Service Report, 95% of respondents indicated that customer service is important to their choice of brand. Quite often, front line support staff hold the key to customer success.

Customer Service 52

Customer Service Self Service Tips Social Media 52

CSM Practice

JULY 6, 2020

Providing value to customers surely holds awesome possibilities, and companies that give amazing value to every customer have visible advantages over the others. Without customers, there is no business, no company, and no job. Questions we can discuss can be, how do we define the value? Defining the Value.

Tips 80

Tips Customer Success Customers Communication 80

Oracle

FEBRUARY 6, 2018

The SmarterCX team recently asked consumers how they feel about artificial intelligence and data personalization, and the line between creepy and convenient interactions. And when that relationship is protected, customers stay engaged. This lets us know what the customer cares about. ’ Copyright © 2018 Oracle.

Data 81

Data Analysis Analytics Customer Care 81

ShepHyken

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? Today’s customer support landscape is more than just email.

Social Media 75

Social Media Video Case Study Customers 75

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. It puts an emphasis on providing rich, contextual customer information at blazing fast speeds to help you serve your customers better.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 13

Customer Service Social Media Poor Customer Service Customer Care 13

Integrity Solutions

MARCH 3, 2020

For several years we’ve been participating in Customer Contact Week (CCW), the world’s largest customer contact event series. Both in 2018 and 2019, we polled CCW attendees about the critical issues they’re facing in two overarching categories: agent challenges and operational challenges.

Contact Center 62

Contact Center Culture Conference Call Center 62

NetBase

NOVEMBER 21, 2018

But what changes can hotel brands expect moving forward, and how can they avoid disruption by innovative competitors? The NetBase 2018 Social Intelligence Report: Hotels has all the insights! We cover more about how to do this, along with why you’ve got to bring all your data into one place for best results, in the complete report.

Hospitality 43

Hospitality Industry Hotels Social Media 43

Stella Connect

FEBRUARY 22, 2017

Retailers are also draining revenue by way of unnecessary customer contacts. One study suggests that by 2018, brands could reduce their support costs by as much as 25% by better informing and empowering their customers online. In stock—Customers care about product availability. Much to their dismay.).

Self Service 40

Self Service Ecommerce How To Policies 40

Chattermill

JULY 15, 2018

The Best Customer Experience (CX) Events You Can Still Go To This Year. by Jack Miller on 16 Jul 2018. Customer Experience. The best customer experience events you can still go to in 2018. Customer Experience Innovation & Tech Fest. There’s a theme to many of 2018’s CX events: Innovation.

Customer Experience 40

Customer Experience Conference B2B Innovation 40