ShepHyken

DECEMBER 31, 2018

Each week I read a number of customer service and customer experience articles from various resources. 19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year.

Customer Service 95

Customer Service Touchpoint Customer Centricity Customer Service Training 95

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. As a result, live chat is expected to grow by as much as 87% in the next 12-18 months.

Customer Service 225

Customer Service Feedback Resources Survey 225

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Introduction.

Customer Service 101

Customer Service Social Media Chatbots Knowledge Base 101

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. Here are my top five picks from last week.

Customer Service 83

Customer Service Airlines Tips Retail 83

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. My Comment: The “gig economy” is a hot topic in the customer service world. Follow on Twitter: @Hyken.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

BlueOcean

FEBRUARY 14, 2018

Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Expectations for Social Customer Support Are Maturing. The post The State of Social Customer Support in 2018 appeared first on.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

transcosmos Information Systems

MARCH 20, 2018

We’re living in a digital world where changes in the customer service industry happen by the day. Over the recent years, the focus has been on enhancing customer support in every contact point so that the overall customer experience is always a positive one. Artificial Intelligence Solutions. Forecasts say that roughly 1.6

Trends 76

Trends Customer Service Self Service e-support 76

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

ShepHyken

DECEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Creating valuable content will help customers be interested in what you do and sell. Six Trends Shaking Up Customer Care in 2019 by Julien Rio.

Customer Service 77

Customer Service Trends Customer Care Case Study 77

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) Let's fix these in 2019!

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? Your customers expect it, so don’t fight it.

Customer Service 72

Customer Service Loyalty B2C Study 72

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. (No billion market of 2018. by Eric Krapf. (No

Customer Service 143

Customer Service Loyalty Programs Chatbots Loyalty 143

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. (The I listened, we acted and we heard.

Customer Service 69

Customer Service B2B B2C Innovation 69

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Meanwhile, the Institute of Customer Service in the UK reported recently that customer service complaints have hit their highest level on record.

Tips 93

Tips Customer Service Management Comparison 93

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. It is expected.

Customer Service 75

Customer Service Airlines CRM Social Media 75

ShepHyken

JANUARY 15, 2018

Each week I read a number of customer service and customer experience articles from various resources. A Greater Purpose Will Give Your Customer And Employee Experience An Extra Edge by Adrian Swinscoe . Forbes) Historically, customers used to buy the practical benefits of a product or service. Great info!

Customer Service 0

Customer Service Survey Infographics Tips 0

ijgolding

JULY 18, 2018

I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. 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

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.

Trends 63

Trends Social Media e-support Chatbots 63

ShepHyken

APRIL 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. My Comment: One of the most powerful customer experiences strategies you can deliver to your customers has nothing to do with customer service. My Comment: Do you have customer service standards?

Customer Service 48

Customer Service Infographics Retail Tips 48

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. Focus on agent engagement. How can we get there?

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

Qualtrics

JUNE 22, 2020

The nature of these expectations will dictate the form and even the wording of customer satisfaction survey questions. Let me repeat this: the nature of these expectations will dictate the form and even the wording of your satisfaction questions. Explicit Expectations. Static Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction Measurement Advertising 59

Steve DiGioia

OCTOBER 15, 2019

So, you must realize that your customer service will never be perfect either. So, how perfect can we ever expect our service to get? Our customers expect us to be perfect, right? First, let’s look at 8 reasons why customer service will never be perfect. Good question. What do we do? Hmmmmmmm….

Customer Service 168

Customer Service Social Media Customers Sales 168

CX Journey

DECEMBER 20, 2017

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

Communication 137

Communication Brands Social Media Touchpoint 137

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.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 52

Customer Expectations Ecommerce Policies Social Media 52

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service Training 151

Customer Service Training Training Brands Customer Service 151

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. KelloggInsight) The Zappos of the world are redefining expectations. Your customers’ expectations are h igher than ever.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Then this is an article you will enjoy.

Customer Service 67

Customer Service Social Media Culture Tips 67

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Chris Weddick (@chrisweddick) November 8, 2018.

Customer Success 49

Customer Success Conference Travel Customers 49

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Answer Dash

JUNE 12, 2018

Customer expectations are at an all-time high, according to the Salesforce State of the Connected Customer report, released this week. Vala Ashfar, Chief Digital Evangelist at Salesforce, states: “In 2018, technology is more ingrained in the customer experience, and trust has moved to the forefront of consumer minds.”

Customer Expectations 61

Customer Expectations Report Self Service Customer Service Representative 61

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. Make your company easy for customers to access.

Customer Service 52

Customer Service Self Service Tips Social Media 52

CSM Magazine

JANUARY 31, 2018

The customer experience industry is changing at an unprecedented pace and businesses must prepare for dynamic developments throughout the coming year. At Echo-U, our customer service advisors engage best with intuitive and flowing technologies. Going forward, it’s all about showing customers that you know them.

Contact Center 60

Contact Center Trends Multi-Channel Wireless 60

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. You might also be interested in these posts: The importance of customer experience in a winner takes all world. Share this page on: Tweet.

Customer Expectations 51

Customer Expectations Brands Knowledge Base Social Media 51

Alliance by IFS

DECEMBER 14, 2017

As a recognized leader in field service management software , Astea was proud to sponsor “The Future of Field Service 2018 ” special edition of Field Technologies Magazine. Better Use of Today’s Technologies to Meet Customer Demands. Better Use of Today’s Technologies to Meet Customer Demands.

Analytics 50

Analytics Software Technology Meeting 50

Wired and Dangerous

JANUARY 1, 2018

Welcome to 2018! We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of transparency and honesty in customer service – consistently providing customers with a unique, unexpected and transparent customer experience throughout their journey with your organization.

Social Media 70

Social Media Policies Advertising Connections 70