BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? 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?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Alida

JANUARY 5, 2018

Marketers are always looking for new ways to create experiences that resonate with customers, and 2018 will be no different. And although fads come and go—think unicorn hair and frappuccinos—there are some trends that will stick in the coming year and affect how businesses interact with customers. CMOs become customer-obsessed.

Marketing 0

Marketing Multi-Channel Advertising Tourism 0

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. High cost is no longer an excuse.

Customer Service 110

Customer Service Self Service Tips Social Media 110

Think Customers

JANUARY 2, 2018

As we say hello to 2018, certain business practices and trends are sure to follow us into the New Year. For instance, personalized experiences, meeting customer expectations, and protecting customer data continue to be important aspects of the customer experience. Here’s my customer experience wish list for 2018.

Customer Experience 86

Customer Experience Trends Customer Expectations Meeting 86

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. And, thanks to the opening number, it had the distinction of being the largest (though likely last) Customer Success/rap event in history. This purpose also informs our approach to Customer Success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Self Service 80

Self Service Customer Service Gamification CRM 80

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

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!) How Do You Measure #CX Success?

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Beyond Philosophy

JANUARY 8, 2018

Having worked in Customer Experience since 2002, I may be too much of a purist. However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. They were not.

Trends 125

Trends eBook System Conference 125

Qualtrics

JUNE 22, 2020

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Explicit Expectations. Static Performance Expectations. Dynamic Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction Measurement Advertising 59

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 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. If you want customers, complaints are complimentary.

Customer Service 83

Customer Service Airlines Tips Retail 83

ProProfs Chat

NOVEMBER 17, 2017

Improving customer support has become more important than ever, given the never-ceasing expectations of customers. 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. Take a look. .

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

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. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

Customer Service 89

Customer Service Effort Score Customer Service Training Marketing 89

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

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

NICE inContact

MARCH 5, 2019

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres. REGISTER NOW.

Self Service 169

Self Service Omni-Channel Chatbots Trends 169

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

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

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. Lack of accurate answers = less loyal customers Across both countries, there’s a clear and direct link between knowledge management and long-term customer relationships.

Customer Expectations 51

Customer Expectations Brands Knowledge Base Social Media 51

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service? Chat Support Will Increase In Importance.

Trends 63

Trends Social Media e-support Chatbots 63

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. The digital landscape is full of supercharged customer data.

Trends 76

Trends Customer Service Self Service e-support 76

Ann Michaels and Associates

DECEMBER 27, 2018

But reviews carry a lot of clout when it comes to customers and their buying power. If you are a business owner you should know how important reviews are to customer satisfaction as well as earning repeat buyers. Customers are reading reviews. 94% of customers read online reviews (Fan and Fuel, 2016). •

B2B 73

B2B Hotels Consumers Brands 73

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? Customers are getting more comfortable with alternative support channels.

Customer Service 72

Customer Service Loyalty B2C Study 72

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Maru/HUB

APRIL 23, 2018

At the beginning of this year we set out some predictions for 2018. CUSTOMER EXPECTATIONS INCREASE. We predicted that customers were only going to become more and more demanding, and organisations must be prepared to keep up. Let’s have a look back and see if our predictions are now reality.

Customer Experience 40

Customer Experience Customer Service Representative Software Customers 40

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 T-Mobile is becoming a role model for customer service.

Customer Service 69

Customer Service B2B B2C Innovation 69

Kayako

MAY 27, 2020

It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services. And 76% of customers say it’s easier than ever to take their business elsewhere. Real Impact.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

Oracle

JANUARY 11, 2018

With ever-increasing competition in the customer experience landscape, taking a step back to reassess your business, values, and goals helps align with customer expectations and figure out what needs to change to meet them. As we move into 2018, every SMB should ask these four questions: Are we on the right road to success?

eBook 53

eBook Social Media Customer Centricity Customer Expectations 53

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. Twitter-based customer service increased 250% from 2015 to 2017.

Communication 137

Communication Brands Social Media Touchpoint 137

GetFeedback

OCTOBER 21, 2019

At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . So although the customer experience has repeatedly proven to be critical to every company’s success, improving it remains a major challenge. What is customer experience management? What is customer experience management?

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

NICE inContact

APRIL 24, 2019

In today’s competitive environment, the most successful businesses are the ones that have been able to establish themselves as leaders in Customer Experience. However, a 2018 Forrester report points out that CX is stagnating. Last mile interactions are the most valuable and critical part of the customer journey. New Challenges.

Company 178

Company Contact Center Omni-Channel Insurance 178

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Meeting heightened end-customer expectations.

Management 83

Management Company Self Service Wireless 83

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

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018.

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Meeting heightened end-customer expectations.

Company 62

Company Self Service Wireless Software 62