Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. For the modern consumer, expectations are growing. Delivering excellent customer service isn’t just about responding when there’s an issue, resolving it and moving on.

Data 78

Data Customer Service CRM Customer Service Strategies 78

NICE inContact

AUGUST 13, 2019

Digital-first customer service is no longer a nice option or a fun perk. It’s what today’s customers have come to expect: meeting them where they are, on the channel they want, on their timeline. And with so many options available, your customer will go elsewhere if it’s tough to connect with you digitally.

Contact Center 136

Contact Center Customer Service Omni-Channel Innovation 136

ShepHyken

APRIL 23, 2024

Assuming you have a good product, you want to create processes that are customer- and employee-friendly. The experience must, at a minimum, meet your customers’ expectations. That creates confidence and increases overall customer satisfaction. Connect with Shep on LinkedIn.

Customer Experience 132

Customer Experience Customer Service Training Training Advertising 132

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Trends Contact Center 52

ShepHyken

JUNE 7, 2019

This might seem like a decidedly old-school customer service channel, but calls are as important, if not more so than ever and more consumers are calling businesses today than any other time in history. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection.

Connections 119

Connections Customer Centricity Consumers Culture 119

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

CSM Magazine

AUGUST 18, 2022

Investing in Instagram marketing is one of the best ways to connect with your audience in today’s digital world. There are more than 200 million businesses already connecting with customers through Instagram on a regular basis. How to use Instagram for customer service. Tips to improve Instagram customer service.

Customer Service 52

Customer Service Marketing Social Media Guidelines 52

Kustomer

MAY 13, 2020

Consumer expectations are changing daily, and technology has a lot to do with this. The digital age has made customers expect instant gratification; when technology makes just about any informationavailable at the click of a button, more and more people are turning to their devices for answers.

Self Service 52

Self Service Trends Customer Service Social Media 52

ShepHyken

MAY 17, 2021

Each week I read a number of customer service and customer experience articles from various resources. How to handle customer complaints? Alibaba.com) This article summarizes 4 common types of customer complaints and worked out 6 tips to handle them smartly and strategically. 6 tips you must know by Alibaba.com.

Customer Service 80

Customer Service Customer Retention Tips Brands 80

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service Self Service Tips Chief Customer Officer 127

ShepHyken

AUGUST 26, 2019

Each week I read a number of customer service and customer experience articles from various resources. 37 Customer Experience Statistics You Need to Know for 2019 by Toma Kulbyt?. Super Office) Customer experience has fast become a top priority for businesses and 2019 will be no different. by Teresa Allen.

Customer Service 107

Customer Service Advertising Strategy Customer Service Training 107

ShepHyken

NOVEMBER 7, 2023

Over the years, I’ve observed customer behavior, and some of my conclusions were confirmed by my customer service and CX research, known as the Achieving Customer Amazement Study (sponsored by Five9 ). Are they in alignment with your customers’ expectations? Connect with Shep on LinkedIn.

Policies 96

Policies Meeting Customer Service Training Customers 96

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? In a world of high demands and countless inquiries, meeting consumer expectations isn’t just a goal; it’s a commitment. Customers no longer dread contacting customer service – every interaction is personal, efficient, and effective.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Kustomer

JULY 13, 2020

In the realm of customer care, there’s tried-and-true, traditional customer service, and then there’s digital customer service. This might have you wondering, what is digital customer service, exactly? And how can digital customer care improve the overall customer experience?

Customer Service 59

Customer Service Self Service Omni-Channel Chatbots 59

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Connect with Shep on LinkedIn. Then it was my turn to speak.

Meeting 62

Meeting Management Customer Expectations Customer Service Training 62

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

SEPTEMBER 12, 2023

As an employer, which employee would you prefer to be taking care of your customers? Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

Customer Service Training 145

Customer Service Training Customer Service Training Customer Experience 145

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

ShepHyken

OCTOBER 24, 2023

Because they do what it takes and know, “If I don’t do it, who will?” Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service Training 140

Customer Service Training Video Course Customer Service 140

Integrity Solutions

SEPTEMBER 28, 2023

It’s easy to say that we put the customer first, but what does that actually look like in practice? In the past, customer service centers were viewed as cost centers or expenses. Today, the organizations that are delivering a superior customer experience are proving just how outdated that perspective is.

Customer Service Training 110

Customer Service Training Training Customer Service Contact Center 110

Lumoa

NOVEMBER 30, 2022

Not only are online retailers enjoying massive revenue from their customers (expected to be over $6 trillion in 2022 ), but the platforms themselves are also becoming increasingly sophisticated. Now, technologies such as AI and machine learning are driving highly personalized customer experiences. E.g. “Ask me for help with…”.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

ProProfs Chat

JANUARY 10, 2019

A robust customer service strategy helps your brand increase its customer base and also keep its existing ones delighted. However, building an amazing strategy requires an organization to keep up with the changing customer service trends every year. 6: Make Growth of Customer Success Your Priority.

Trends 77

Trends Self Service Customer Service Omni-Channel 77

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ProProfs Chat

APRIL 24, 2020

We’ve seen popular brands create some of the most memorable and successful customer service stories. Believe it or not, but customer service psychology is one of the driving factors for their success. What is Customer Service Psychology? Adapt Communication Skills as per Customer Expectation.

Tips 82

Tips Customer Service Social Media Chatbots 82

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 91

Customer Service Contact Center Self Service Call Center Solutions 91

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 75

Customer Service Management Retail e-support 75

ShepHyken

FEBRUARY 9, 2021

A perfect omnichannel experience allows a customer to start a support conversation through one channel and finish the same conversation in another without having to repeat information. Kustomer has found that 77% of customers expect their problem to be resolved immediately, placing an emphasis on ‘real-time’ customer service strategies.

Self Service 82

Self Service Omni-Channel Chatbots CRM 82

Stella Connect

NOVEMBER 29, 2021

For in-depth insights on this topic, we at Stella Connect by Medallia commissioned a research study of more than 2,100 consumers to get a better understanding of the evolving customer service and customer experience landscape to determine the best practices for meeting and exceeding customer needs.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. He writes about building a great customer experience is integral to the success of any organization. Here are some tips for building a winning customer experience strategy.

Tips 70

Tips Self Service Strategy Customer Experience 70

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Survey 139

Survey Customer Service Strategy Effort Score 139

Kustomer

OCTOBER 2, 2020

Optimal customer service is a must for companies that want a stellar reputation that keeps business flowing. In fact, according to our own research , 79% of consumers say customer service is extremely important when deciding where to shop, so delivering on consumer expectations has never been more important.

Consumers 80

Consumers How To Retail e-support 80

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences?

Self Service 52

Self Service Customer Experience Gamification Analytics 52

Bold360

JANUARY 25, 2018

Most businesses know that a surefire way to be a market differentiator is to provide excellent customer service. One the flip side, a report by Ovum found that 82% of consumers will stop doing business with a company after just one bad customer service experience. The solution? Simplify by clearing the clutter!

Omni-Channel 40

Omni-Channel Customer Service Contact Center Social Media 40

CSM Magazine

OCTOBER 19, 2023

In an industry as dynamic as travel, customer service often serves as the linchpin for success. While many companies focus on competitive pricing or unique offerings, there’s an often-overlooked factor that can significantly impact revenue: the quality of customer experience. Jayride exemplifies this proactive approach.

Travel 52

Travel Transportation Customer Experience Exceptional Customer Service 52

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Self Service 48

Self Service Social Media Customer Service Fashion 48

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Give customers choice Customers don’t think in terms of channels.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145