ShepHyken

SEPTEMBER 14, 2020

My Comment: Your website is a powerful opportunity to deliver a better customer experience. I like that this article focuses on B2B, but the same ideas can be applied to the B2C online experience. Customer and Employee Criticism: Your Leverage Tool for Growth by Ricardo Saltz Gulko. Imagine that!

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

ShepHyken

DECEMBER 4, 2017

This could be an amazing case-study, as the government, generally thought to be at the very low end of customer satisfaction, works to turn public sentiment around. You’ll have to fill out a form to download the report titled, “Rethinking Federal Customer Experience.” Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0

ShepHyken

JANUARY 30, 2017

My Comment: Companies are making an effort to provide better customer service – including spending more on customer service software. If you run a customer service department or call/support center, you will enjoy this report. One interesting point is that almost all customer service software (98%) is now cloud based.

Customer Service 48

Customer Service Airlines Social Media Software 48

ShepHyken

SEPTEMBER 6, 2021

(Raydiant) As consumers have grown accustomed to online experiences, they’ve come to expect a similarly digital in-store experience. Physical brick-and-mortar locations—retail stores, gyms, restaurants, or otherwise—must now be digital, automated, and personalized to the customer. And, they won’t spam you.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

Responsetek

MAY 8, 2018

Customer Experience Management (CEM) is a methodology of measuring business performance based on the voice of the customer at all touch points in order to drive continuous customer-focused improvements. What aspects of the customer experience are most important to our organisation? INTRODUCTION.

CEM 40

CEM Strategy Insurance Abandon Rate 40