CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. These issues often lead to customer dissatisfaction.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

Vonage

NOVEMBER 10, 2016

Customers want fast service – whether they are waiting in line, calling the customer service center or waiting for an email response. If you are able to provide a rapid response that meets, or exceeds, customers’ expectations, velocity goes a long way in creating confidence.

Customer Confidence 274

Customer Confidence Customer Service Contact Center Banking 274

ShepHyken

MAY 10, 2021

(Fast Company) As the adoption of digital channels skyrockets, the businesses able to thrive are the ones that understand their customers’ needs and struggles. My Comment: I love the way this article starts: “The last 12 months have been a crash course in customer experience for business leaders.” That’s where empathy comes in.

Customer Service 154

Customer Service Net Promoter Score Self Service Knowledge Base 154

Comm100

FEBRUARY 23, 2021

It’s true what they say: 2020 was a year for the books, and its impact on customer service was no exception. Companies of all sizes had to adjust to everything from the pivot to working from home to navigating rising customer expectations. Email is still a huge player for customers of all age groups in 2021.

Customer Service 130

Customer Service Self Service Social Media Knowledge Base 130

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

CSM Magazine

DECEMBER 29, 2022

Train your employees well so that they can provide excellent customer service. Train your employees well and customer service training should be an integral part of their professional development. Use the latest technology to enhance customer service.

Banking 52

Banking Customer Service Customer Service Training Customer Service Representative 52

ShepHyken

FEBRUARY 19, 2023

The Six Degrees of Customer Experience by Computerworld (Computerworld) How do you create an outstanding customer experience? It’s no easy task, as customers’ wants and needs move quickly. So, it begs the question of how you’re setting up your business to shift with customer expectations?

Customer Service 62

Customer Service Chatbots Culture Customer Service Training 62

Stella Connect

NOVEMBER 29, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. More than one third (35%) of US consumers and just under 3 in 10 UK consumers say they’re only willing to wait up to 5 minutes for customer service to respond. 53% of consumers say they have switched brands due to a poor customer experience.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84

ShepHyken

JUNE 15, 2020

The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? And one of the biggest factors contributing to revenue is customer loyalty. My Comment: This is a report you’ll have to download, so if you’re interested in customer loyalty (and who isn’t), then this is for you. by Retail TouchPoints.

Customer Service 75

Customer Service Touchpoint Retail Loyalty 75

Ann Michaels and Associates

OCTOBER 28, 2018

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. . “Any

Handbook 61

Handbook Customer Service Training Training Measurement 61

ShepHyken

APRIL 25, 2022

Consumers Prefer Traffic Jams Over a Bad Customer Experience by Retail Customer Experience. Retail Customer Experience) More than half, 60%, of consumers would rather sit in a traffic jam than have a poor customer experience, according to a Telus International survey. The headline is a fun one.

Customer Service 64

Customer Service Loyalty Programs Loyalty Competitive Advantage 64

Stella Connect

DECEMBER 15, 2021

According to our research, 40% of US and UK consumers say they will share customer feedback about their bad customer service experience online, and nearly half (49%) of American and British consumers say they will tell their friends and family to stop buying from a given brand after a negative experience. .

Trends 75

Trends Poor Customer Service Consumers Social Media 75

ShepHyken

MARCH 2, 2020

The global study, entitled The Connected Customer: Delivering an Effortless Experience, surveyed over 1,000 participants spanning 13 different verticals. My Comment: Is customer experience (CX) broken in most organizations? of businesses surveyed believe that CX offers a competitive edge, but only 14.4%

Customer Service 105

Customer Service Hospitality Hotels Loyalty 105

ShepHyken

SEPTEMBER 7, 2020

Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? CustomerThink) Customer experience is traditionally focussed on flexing what you do to meet customer expectations. My answer is that customer engagement is what can enhance the customer experience.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

ShepHyken

APRIL 24, 2017

2017 Customer Service Expectations Survey by Gladly. Gladly) Trends and insights from surveying 1000 consumers on customer service. My Comment: Our friends at Gladly have released their 2017 Customer Expectations Survey. Great information that any company can profit from.

Customer Service 69

Customer Service Customer Service Training Loyalty Exceptional Customer Service 69

ShepHyken

MARCH 25, 2019

Survey: Customer experience trends 2019 by Lynne Capozzi. ClickZ) Per a recent survey, 66% of consumers globally said: “I don’t remember when a brand experience exceeded my expectations.” My Comment: If you want to win the customer service “game,” then you must practice the fundamentals.

Customer Service 107

Customer Service Competitive Advantage Trends Culture 107

ShepHyken

NOVEMBER 22, 2021

Tidio) We decided to take a closer look at customer expectations about this hot period in the retail sector and how businesses can prepare. So, we surveyed 1,000+ US consumers to learn what they thought. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author.

Customer Service 84

Customer Service Retail Competitive Advantage Tips 84

ShepHyken

JULY 6, 2020

The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. ZDNet) Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

Bill Quiseng

FEBRUARY 15, 2016

Like a CSI team, the purpose of the team is to review all the details of each negative customer experience to see if they can find out why it happened. If you do not have a survey process, ask your employees to document and forward any complaint to the CSI team. Continually remind your team of the importance of customer service.

Customer Service 60

Customer Service Customer Service Training Customer Satisfaction Hotels 60

ShepHyken

FEBRUARY 26, 2023

The Many Reasons Why Customer Needs, Expectations Are Rapidly Changing by Isabelle Romualdez (Retail Customer Experience) The definition of a ‘good customer experience’ today is nowhere as simple or straightforward as it was just a few decades ago when assessing customer sentiment was carried out through a few phone surveys for example.

Customer Service 62

Customer Service Call Center Ecommerce Call Center Experience 62

Integrity Solutions

OCTOBER 27, 2021

Differentiating on service isn’t just a smart strategy for growth; increasingly, it’s a survival strategy. In industries like retail, for example, the past couple of years have raised the bar on customer service expectations. What Is Excellent Customer Service? Customers want empathy.

Customer Service 67

Customer Service Self Service Banking Culture 67

Comm100

APRIL 16, 2018

After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. Lessons from the Mouse” is more inclined to help companies whose main CX aim is to exceed customer expectations.

Effort Score 103

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 103

ViiBE Blog

APRIL 19, 2021

They are the most involved in your customer interactions and understand the customer expectations and most frequent complaints. So how should you elaborate a service recovery strategy? Distribute a survey to customer-facing employees and accumulate data on common issues they encounter daily. Intervention.

Healthcare 52

Healthcare Case Study Knowledge Base Video 52

CSM Magazine

MARCH 15, 2016

Like a CSI team, the purpose of the team is to review all the details of each negative customer experience to see if they can find out why it happened. If you do not have a survey process, ask your employees to document and forward any complaint to the CSI team. Continually remind your team of the importance of customer service.

Customer Service 63

Customer Service Hotels Customer Service Training Customers 63

ShepHyken

AUGUST 22, 2016

Exceeding Customer Expectations Is Nice but Not Necessary by Adam Toperek. CTS Service Solutions) Let me say it here once and for all: You do not have to exceed customer expectations to deliver great service. Listen to Your Employees, Not Just Your Customer by Beth Benjamin.

Customer Service 0

Customer Service Customer Retention Customer Service Training Customer Expectations 0

ShepHyken

JUNE 4, 2018

(CMSWire) While there isn’t a one-size-fits-all approach to developing an employee engagement plan, certain key initiatives can boost retention and improve work experiences — which also has a positive impact on customer satisfaction. My Comment: Happier employees mean happier customers. Follow on Twitter: @Hyken.

Customer Service 76

Customer Service Airlines CRM Social Media 76

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Reducing friction creates efficiencies, not only for the customer but also the business. Customers expect an easy and convenient experience with anyone they do business with. It’s about customer service training.

Customer Service 18

Customer Service Customer Service Training Loyalty Programs Loyalty 18

ijgolding

FEBRUARY 4, 2016

was when I moved into the world of manufacturing in 2006, working for James Walker – they were looking for a Customer Service Facilitator. was when I moved into the world of manufacturing in 2006, working for James Walker – they were looking for a Customer Service Facilitator.

Customer Experience Professionals 120

Customer Experience Professionals Tourism Training Customer Experience 120

ShepHyken

JANUARY 23, 2017

Yet, according to a recent Forrester survey, 50% of CX leaders have not yet “modeled how CX quality influences customer behavior.” We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. (Forbes) We know great CX drives revenue.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

OCTOBER 17, 2022

Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are? My Comment: I’ve always believed that surveys are very important. Here are my top five picks from last week.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

Call Center Pros

SEPTEMBER 3, 2018

While technology has driven ever-changing customer service practices, customer expectations for service speed and efficiency have changed very little. Here are seven tips to excel at first contact resolution and totally satisfy your customer’s needs. Well trained agents. Solicit customer feedback.

Omni-Channel 49

Omni-Channel First Call Resolution Tips Call Center 49

ShepHyken

JUNE 26, 2023

Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. Just like art, the best customer service is about making emotional connections with customers. Connect with Shep on LinkedIn.

Customer Service 15

Customer Service Customer Centricity Entertainment B2C 15

ShepHyken

OCTOBER 3, 2022

Despite call centres being a traditional means of communication between brands and their customers, this is now the preference for under half of the UK population (43%), according to a survey of 1,000 Brits by telecommunications provider Esendex. My Comment: There are many ways customers can reach out for support.

Customer Service 14

Customer Service Self Service Retail Telecommunications 14

ShepHyken

NOVEMBER 28, 2022

When CEOs Engage Directly with Customers by G. Harvard Business Review) Customer expectation in the United States has held steady for the last decade, while customer satisfaction has deteriorated. 3 Tips To Improve Your Survey Response Rates by Kelechi Okeke. Follow on Twitter: @Hyken.

Customer Service 12

Customer Service Contact Center Case Study Tips 12

ShepHyken

JUNE 20, 2022

How to Create a Total Experience that Fulfills 3 Fundamental Customer Needs by Kate Kompelien. CMSWire) For as long as goods have been bought and sold, customer expectations for how these goods should be delivered have been in a constant state of evolution. Consider the example of coffee. Follow on Twitter: @Hyken.

Customer Service 12

Customer Service Loyalty Programs Customer Journeys Loyalty 12

Win the Customer

NOVEMBER 14, 2016

The accessibility offered by social media has blurred ‘business-hours-only’ boundaries and now your customers expect you to be available 24/7. In one Social Habit survey , 32% of respondents said they expect a reply within 30 minutes of contacting a brand on social media.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ShepHyken

NOVEMBER 7, 2022

Here are four areas to focus on when you want to build trust with your customers. I’ll add a fifth, and that’s customer experience. Our CX research finds that 83% of customers trust a brand more if they provide an excellent customer experience. Read some of these blogs and increase your customer service IQ.

Customer Service 15

Customer Service Financial Loyalty Tips 15