ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Steve Jobs had the goal of giving a customer something they didn’t know they needed or wanted until they actually started using it.

Customer Service 113

Customer Service Poor Customer Service Tips Hotels 113

CSM Magazine

OCTOBER 12, 2023

Sabio Group, the global digital experience transformation services specialist, has partnered with customer engagement expert Martin Hill-Wilson to release the 2023 edition of its acclaimed CX Realities white paper series.

Groups 52

Groups Omni-Channel Customer Journeys Customer Engagement 52

CSM Magazine

JUNE 4, 2020

Poor alignment between long-term brand needs, solutions and cost – pressures from regulators have led many organisations to make major business adjustments to compensate for pricing and consumer-led pressures. But what is the impact on consumers, businesses and their shareholders? 4t4consult.co.uk. About the Author. About 4t4 Consult.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

CSM Magazine

JULY 27, 2022

Here, Janine Hunt, client partnership director at customer service expert Kura , discusses why a continuous good experience is so important and how you can deliver an experience that makes sure your customers aren’t poached by competitors. of Gen Zers – highlighting that brands need to adapt to this emerging consumer group.

Customer Journeys 64

Customer Journeys Loyalty Omni-Channel Consumers 64

Think Customers

OCTOBER 4, 2021

Customers want to reach brands on their own terms, whenever, wherever. Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots perform an important role in the omnichannel ecosystem, but chatbot platforms often keep the customer glued to one channel.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Uniphore

DECEMBER 17, 2021

The more healthcare consumers become comfortable with digital channels, the higher their expectations are for the same level of convenience, selection, and service they receive in other areas of their lives. healthcare market must continue to transform how they interact with consumers if they want to succeed.

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.

Omni-Channel 162

Omni-Channel Customer Service Knowledge Base Communication 162

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Qualtrics

MAY 22, 2019

In an age when many consumers grew up using smart phones and social media, it is becoming increasingly important to use social media in your customer experience efforts. In order to create an extensive overall customer and brand experience , companies must utilize customer service best practices in social media.

Social Media 40

Social Media Omni-Channel Company Self Service 40

Comm100

MAY 20, 2020

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. It’s not up to the brand how they communicate to the customer – it’s up to the customer to choose how they speak to the brand.

Omni-Channel 130

Omni-Channel Customer Service Knowledge Base Communication 130

Comm100

APRIL 6, 2020

We are of course, referring to what people are calling ‘omnichannel’. Its effectiveness has been proven across industries, and its uses have expanded into many areas, from marketing to customer service. for companies with weak omnichannel strategies. . for companies with weak omnichannel strategies. . Omnipresent

Omni-Channel 130

Omni-Channel Customer Engagement Engagement Chatbots 130

Team HGS

FEBRUARY 6, 2018

2018 Trend 1: Digital Channels Finally Overtake Voice. HGS recently released a white paper on this year’s top 10 trends in customer service. This year, we will finally witness the tipping point where digital channels —email, chat, social, text, messaging—overtake voice in the contact center.

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Comm100

JANUARY 6, 2022

67% of customers said they would spend more money if they received a better customer service experience. In this blog, we will explore the reasons behind why we believe 2022 will be the year of digital CX excellence, and why it is so important in today’s customer service world. Personalized . Accessible.

Customer Experience 223

Customer Experience Omni-Channel Chatbots Social Media 223

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touch-points when making a purchase and only 7% regularly used more than four. What is Digital Omnichannel?

Omni-Channel 131

Omni-Channel Social Media Average Handle Time Knowledge Base 131

Bold360

MARCH 23, 2017

There’s hardly a situation where a consumer can’t make use of Apple’s well known tagline, “There’s an App for that!”. But across platforms, the app stores are crowded, and each app has varied success with providing a user experience and an interface which makes sense universally and creates satisfied customers. Interested in bots?

Omni-Channel 58

Omni-Channel Self Service Customer Service Chatbots 58

Comm100

FEBRUARY 19, 2020

While it may be tricky to quantify anger, your team can define SLAs (service level agreements) that will help your company know when to grant VIP status. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’

Company 162

Company B2C Social Media e-support 162

Comm100

FEBRUARY 19, 2020

While it may be tricky to quantify anger, your team can define SLAs (service level agreements) that will help your company know when to grant VIP status. To learn more about how to define SLAs across channels in relation to VIP status, read our white paper ‘ Never Miss a VIP : How to Identify and Delight Your Most Important Customers.’

Company 100

Company B2C Social Media e-support 100

NICE inContact

NOVEMBER 9, 2018

We surveyed over 2000 consumers in the United States, United Kingdom and Australia. Two in three responders prefer working with a live agent as opposed to self-service or a chat-bot. Only about a third of consumers are happy with their last interaction. But so is providing great customer service.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Bold360

DECEMBER 4, 2016

As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous. Train your customer service reps to deal with difficult customers.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Kustomer

AUGUST 4, 2023

As consumers, we know the onus is on us to establish contact and provide the context, each and every time we want to “transact” with a business. However, what would happen if organizations were more conversational with the customer? You just need to get the process right for sharing it and using it to best effect.

Feedback 52

Feedback Insurance Omni-Channel Travel 52

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Service is one of the few times that companies will directly interact with their customers.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Introduction. Download Free.

Social Media 119

Social Media Customer Service Strategies Strategy Customer Service 119

Comm100

FEBRUARY 7, 2018

Will the vendor support deep customer database customization, including custom lead and contact management? Will the vendor allow you to target custom groups/industries/visitors? Does the vendor support custom functions that go beyond traditional sales/marketing/customer service?

Software 103

Software Customer Engagement Engagement Social Media 103

Kustomer

AUGUST 30, 2018

As consumers, we know the onus is on us to establish that contact and provide the context, each and every time we want to “transact” If only organizations were more conversational. The team at Kustomer have been quick to pick up on the concept of “conversational” customer support with various blogs and a white paper.

Feedback 65

Feedback How To Insurance Omni-Channel 65

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. Punk CX is a new way of looking at customer service that Adrian thought of back in 2017.

Strategy 64

Strategy Customer Service Customer Experience Connections 64