ShepHyken

AUGUST 25, 2017

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken.

Chatbots 148

Chatbots Customer Service Tools Poor Customer Service 148

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Russel Lolacher

JUNE 15, 2021

For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. The customer sees it as wait time.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service CRM Call Center System 52

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

Software 98

Software Tools Customer Service Self Service 98

Comm100

FEBRUARY 5, 2018

The term ‘customer engagement software’ alone encompasses a wide variety of services, which results in pages that lump together very different types of solutions. This makes it difficult for customers to shop for the software that would be most appropriate for their business. What Customer Engagement Software Tools Are There?

Social Media 124

Social Media CRM Self Service Software 124

ShepHyken

DECEMBER 21, 2018

CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. A higher CSAT score indicates better customer service. Every year, businesses in the United States lose $83 billion due to a lack of good customer service. Make it easy for customers to reach you.

Customer Satisfaction 96

Customer Satisfaction CRM Culture Social Media 96

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Peter Lavers

JANUARY 15, 2020

Peter Lavers has been named as a top blogger in the realm of Customer Service. Peter is delighted to included in this list as it confirms his passion to help companies become more customer centric and thereby competitive in this world of ever-increasing customer empowerment and digital disruption.

Omni-Channel 52

Omni-Channel Customer Service Customer Centricity Customers 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Culture Describe your corporate culture including how it is differentiated from your competition.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. If not, then this blog is for you.

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service. Customer experience has not been left behind.

Technology 133

Technology Customer Experience Social Media Multi-Channel 133

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. If not, then this blog is for you.

Retail 40

Retail Customer Service Exceptional Customer Service Customer Centricity 40

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

Comm100

NOVEMBER 14, 2017

When you are doing your job well, knowledge matters – and in the customer service industry, that is even truer than in others. The service sector as a whole has experienced steady but sustained growth over the past decade (approx. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Resources 112

Resources Customer Service Customer Service Training Course 112

ProProfs Chat

MAY 1, 2020

Well, customer feedback is exactly what’s going to help your business improve its customer service process efficiently. You need to take into account their expectations, needs, and final feedback for your services to create an excellent customer service training program. What is Customer Service Training? .

Customer Service Training 85

Customer Service Training Training Customer Service e-support 85

Service Untitled

OCTOBER 25, 2010

Service Untitled The blog about customer service and the customer service experience. No longer do customers just call and speak to customer service representatives; customers speak to each other, comment on articles, research common opinions, and blog. Networking.

CRM 44

CRM Social Media Customer Relationship Management Customer relationships 44

Optimove

FEBRUARY 6, 2024

They must provide premium customer service, or a player will quickly run off to the competition. As a result, iGaming CRM Marketing leaders emerge as early adopters, quick adapters, and pioneers, showcasing innovative marketing practices that transcend industries. This leads us to the next point.

Marketing 52

Marketing CRM Innovation Analytics 52

ViiBE Blog

AUGUST 18, 2021

ViiBE Blog. Creating a customer-centric business strategy. CRM , Customer experience. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business. Identifying customer expectations. Insurance , Retail , SMB. Charles Street. August 18, 2021.

Customer Centricity 52

Customer Centricity Strategy CRM Net Promoter Score 52

Win the Customer

SEPTEMBER 12, 2023

Traditional businesses often face the challenge of adapting to new customer expectations and technologies. Even long-established businesses can embrace change and revolutionize their customer interactions. In this blog post, we’ll explore strategies that traditional businesses can adopt to innovate in customer experience.

Innovation 59

Innovation Customer Experience Loyalty Programs Customer Centricity 59

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Customers want you to know them.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

NobelBiz

FEBRUARY 27, 2024

Tracking these metrics can pinpoint areas for agent training and development, ultimately leading to a more skilled and efficient workforce capable of delivering superior customer service. This strategic call routing is essential for improving both customer satisfaction and the overall efficiency of the call center​​.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 105

Contact Center Call Center Guidelines Customer Satisfaction 105

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. How can you measure customer satisfaction? CRM , Customer experience. The simplest and the most direct, CSAT surveys are considered key business performance indicators when it comes to measuring customer satisfaction. “How would you rate your experience with the representatives of the service?

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score Effort Score 98

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. A good CRM tool can also be put in place.

Contact Center 44

Contact Center Customer Engagement Engagement Customer Service 44

Peter Lavers

SEPTEMBER 6, 2018

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . He doesn’t just write and blog, though!

Customer Service 40

Customer Service Automotive B2C CRM 40

Grupo Noa

MARCH 4, 2022

While the global society is pushing physical peripheries, one is exposed to multiple cultures and languages. Especially in a country like the US, which is a melting pot of numerous cultures, an organization needs multilingual call center support to cater to a linguistically diverse population.

Call Center 52

Call Center Customer Satisfaction Culture CRM 52

Grupo Noa

MARCH 4, 2022

While the global society is pushing physical peripheries, one is exposed to multiple cultures and languages. Especially in a country like the US, which is a melting pot of numerous cultures, an organization needs multilingual call center support to cater to a linguistically diverse population.

Call Center 52

Call Center Customer Satisfaction Culture CRM 52

Service Untitled

MAY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Home About Service Untitled Subscribe for Free Consulting Contact Archives Exceptional Customer Service Starts at the Top – Are You Setting a Positive Standard? What do you think? When Wachovia.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Culture Social Media 40

Service Untitled

OCTOBER 1, 2010

Service Untitled The blog about customer service and the customer service experience. The International Customer Association began Customer Service Week in 1988, and in 1992 Congress proclaimed Customer Service Week a nationally recognized event.

Customer Service 44

Customer Service Video Social Media Exercises 44

Service Untitled

JUNE 14, 2010

Service Untitled The blog about customer service and the customer service experience. It is our willingness to show our customers that we really do care about them, and carry with this an unspoken pledge to respond to a customer’s request for information or help.

Customer Service 41

Customer Service Customer Service Representative Culture Airlines 41

Service Untitled

SEPTEMBER 9, 2010

Service Untitled The blog about customer service and the customer service experience. The pleasant voice on the Zappos end assured her that she could return the dress, and there would be no delivery or return charges; just that the customer would have to “touch&# the box to return it.

Customer Service 44

Customer Service Customer Service Representative CRM Exercises 44

Service Untitled

MARCH 10, 2010

Service Untitled The blog about customer service and the customer service experience. The offbeat humor fits the quirky culture of Zappos. After all, CEO Tony Hsieh encourages his customer service representatives to make a Personal Emotional Connection. The video is after the jump.

Customer Service 41

Customer Service Entertainment Culture Exercises 41