Lumoa

NOVEMBER 17, 2022

Customer Experience in E-commerce Trend Predictions for 2023. Providing exceptional customer service on an e-commerce platform is essential for maintaining a solid customer base. The Microsoft Global Service Report shows that 54% of respondents have higher expectations for customer service than the previous year. .

e-support 208

e-support Customer Experience Social Media Chatbots 208

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. Connect with Shep on LinkedIn.

Customer Service 67

Customer Service Loyalty Programs Contact Center Financial 67

ShepHyken

SEPTEMBER 10, 2023

There is a segment of customers that are savvy shoppers that demand a low price, fast shipping, easy returns, and appreciation. They quickly switch from one brand to another if these needs aren’t met. Managing the positive impact of a viral moment is key to getting those new customers to come back.

Customer Service 80

Customer Service Loyalty Programs Retail Loyalty 80

ShepHyken

JUNE 14, 2021

It’s the gap between what a company’s leadership perceives their customer service and experience to be versus what the customer perceives it to be. Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. Forget Brand Loyalty. As the title implies, forget brand loyalty.

Customer Service 95

Customer Service Retail Loyalty Study 95

Comm100

FEBRUARY 23, 2021

Free tools like Google Alerts and Social Mention can help you scan for customer feedback that comes to you outside of the traditional channels. Prioritize customer service training. From escalations to everyday responses, make sure that your employees know the best practices for helping customers.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

FEBRUARY 25, 2024

Our customer service research sponsored by RingCentral (brand new 2024 report is now out) includes a humorous stat/finding: 79% of US consumers have called customer support and been caught in the automated menu system and repeatedly screamed, “Agent” or “Representative,” and eventually hung up out of frustration.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

ShepHyken

AUGUST 6, 2023

Customer Retention Statistics – the Ultimate Collection for Small Business by Matt Mansfield (Small Business Trends) Customer is strategic efforts a business makes to keep existing customers engaged and loyal over time. Using AI the right way will enhance the relationship versus frustrate the customer.

Customer Service 62

Customer Service Tips e-support B2C 62

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 62

Customer Service Net Promoter Score Loyalty Programs Gamification 62

ShepHyken

OCTOBER 24, 2022

Why Do Customers Love Certain Brands? Dan Gingiss) Why do customers love certain brands but not others? Is brand love random, based on the latest viral video? Or is it strategic, based on an intentional focus on customer engagement? Who doesn’t want their customers to love them? by Dan Gingiss.

Customer Service 52

Customer Service Retail Course Customer Service Training 52

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

MARCH 21, 2022

Our customer service research supports the theme. 59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. 5 Tips to Increase Your Customer Satisfaction in 2022 and Beyond by Wise Marketer Staff. Sometimes common sense makes the most sense!

Omni-Channel 67

Omni-Channel Customer Service Self Service Retail 67

Stella Connect

DECEMBER 15, 2021

It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. Get a sneak peek of the insights below to find out the top customer support trends every business needs to know for the new year and beyond. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

JANUARY 28, 2024

Alexander Group releases Customer Experience Research by Businesswire (MarTech Cube) Alexander Group, the leading revenue growth consultancy to Global 2000 companies, today unveiled the results of its new Customer Experience Research report. Consider these results from companies in the top quartile of the CX index.

Customer Service 67

Customer Service Customer Journeys Trends Study 67

ShepHyken

APRIL 6, 2020

Improve customer loyalty and retention by focusing on relationships by Sarah Olson. Zendesk) Read on for customer retention strategies and tips to build long-term relationships that improve your customer loyalty. It’s also about the customer experience. The concept is simple. Focus on employees first.

Customer Service 76

Customer Service Loyalty Airlines Loyalty Programs 76

ShepHyken

JULY 13, 2020

Each week I read a number of customer service and customer experience articles from various resources. 10 Essential Traits of Customer-Centric Brands by Mark Harrington. CMSWire) There are 10 fundamental traits that provide the foundational stepping stones for an organization to become customer-centric.

Customer Service 56

Customer Service Customer Centricity Omni-Channel Contact Center 56

ShepHyken

MARCH 13, 2017

If that is the case, then social media customer service (also known as “social care”) falls into that category. 89% of social media messages to brands go ignored. If you find that stat interesting you’ll love what Sprout Social has put together in a special report titled “47 Social Media Statistics to Bookmark in 2017.”.

Social Media 90

Social Media Customer Service Infographics Retail 90

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bruce authored many of Forrester’s most popular research reports. Barry Dalton.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Bruce authored many of Forrester’s most popular research reports. Barry Dalton.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ShepHyken

MARCH 27, 2023

3 Digital Marketing Strategies That Can Improve Customer Retention by John Hall (Forbes) What happens if you gain 10 new customers but lose 20 from your existing client base? While it may seem like marketing, if done well, content marketing connects with the customer and gets them engaged or emotionally connected.

Customer Service 22

Customer Service Customer Retention B2B Study 22

Magellan Solutions

MAY 3, 2022

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company.

Call Center 81

Call Center Company Telecommunications Banking 81

ShepHyken

SEPTEMBER 27, 2021

(CMSWire) The better the experience, the more likely that person will return and give the brand their business. The same can be said for an employee’s experience with a brand. My Comment: Customer service starts on the inside, starting with employees. Four Simple Ways To Reinforce Customer Loyalty by Logan Rush.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

ShepHyken

JULY 24, 2023

Retailers’ Attempts To Dissuade Returns May Impact Brand Loyalty by Alicia Thorpe (RetailWire) The tension between retailers and shoppers is growing, and it’s because of returns. Here are a few ways Shippo’s report notes that policies are changing. They have elevated customer service expectations and demand nothing short of perfection.

Customer Service 12

Customer Service Effort Score Retail B2B 12

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. In 2013, the bank started to develop a call center and customer service training program with a Philippine company.

Call Center 52

Call Center Company Telecommunications Banking 52

Comm100

DECEMBER 12, 2017

Satisfied customers do not complain – which is all very well, but it means you won’t get crucial feedback. The loyal customers who are enthusiastic about your brand have been found to frequently complain in an effort to help you improve and are the most likely to recommend friends. Customer retention.

Training 107

Training Customer Experience Customer Journeys How To 107

Comm100

OCTOBER 11, 2017

Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Lower Retention Rates. Download Free.

Social Media 122

Social Media Customer Service Strategies Strategy Customer Service 122

ShepHyken

AUGUST 22, 2022

(CMSWire) Great news, CMOs: customer experience (CX) is the future … and if you aren’t already, you’re going to be in charge of it. According to Salesforce’s latest State of Marketing report, 80% of marketers are now in charge of CX initiatives across the enterprise. Specifically: How are you supposed to do it?

Customer Service 14

Customer Service Hospitality Airlines Hotels 14