TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

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Omnicus

OCTOBER 4, 2018

Customer service improves customer retention and boosts your bottom line. Here’s how to win the customer service game: Customer Service Customer Experience

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Steve DiGioia

NOVEMBER 26, 2018

1) Where does an employee receive the necessary skill set to become a customer service superstar? 2) How can we identify the needed traits of a potentially great service provider? The post Where Does the Next Customer Service Superstar Come From?

Customer Service 231

Customer Service Management Customers 231

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1.

Healthcare 258

Healthcare Consumers Company Customer Service 258

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This cheat sheet covers ten fundamentals of customer service to help your business excel

Customer Service

Omnicus

SEPTEMBER 5, 2018

Keeping up with trends that revolutionized the customer service industry. Customer Service Customer Experience

Trends 183

Trends Customer Service Industry Customers 183

GetFeedback

NOVEMBER 30, 2018

Today, companies must provide customers with personalized, seamless customer service across all channels. But that’s not all—the modern customer also expects to receive speedy support from a real person, which means the days of putting customers on hold are over.

Customer Service 230

Customer Service Customer Experience Survey ROI 230

GetFeedback

DECEMBER 4, 2018

For us customer service folks it’s the time of the year that we call: the not-so-jolly holiday rush. For B2C companies, the holiday rush means a significant increase in support requests from customers trying to finish their holiday shopping. Customer Service

Customer Service 279

Customer Service How To B2C Customer Experience 279

Steve DiGioia

DECEMBER 3, 2018

The post 17 Ways to Tell if Customer Service is Your Purpose in Life appeared first on Steve DiGioia and was written by Steve DiGioia. Customer Service Personal Development Customer Service is Your Purpose in Life Purpose in Life

Customer Service 227

Customer Service Customer Experience Financial Customers 227

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

Customer Service 224

Customer Service Hospitality Customer Experience Consulting 224

TechSee

NOVEMBER 27, 2018

Augmented Reality (AR) – the ability to overlay and share physical objects, spaces and images on mobile devices – is revolutionizing the customer experience across multiple industries. Field service. Self Service.

Infographics 109

Infographics Customer Experience Customer Service Call Center 109

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topic in C-suites, AI for customer engagement is white hot. As a pioneer in AI for contact center customer service and customer. companies to transform—not just improve—customer service and. center customer service. Guide search and service.

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis.

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GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.

Metrics 227

Metrics Measurement Customer Service Net Promoter Score 227

inContact

OCTOBER 16, 2018

Call center representatives are a vital part of the front line, there to help customers when they have questions or problems, and as such, they have the power to strengthen (or weaken) the customer relationship. Some customer problems can be solved in a public forum for all to see.

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Call Center Customer Service Contact Center Social Media 357

Help.com

SEPTEMBER 11, 2018

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.”

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Interaction Customer Expectations Customer Service Consumers 227

Wired and Dangerous

OCTOBER 24, 2016

Customers have changed! Research shows their expectations for customer service have increased 60% in the last 12 months. And 76% of customers say that the level of customer service you provide is the true test of how much your organization values them!

Customer Service 225

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to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and. said self-service availability. customers to order their favorite.

Contact Center

Steve DiGioia

NOVEMBER 13, 2017

The service you provide has always lacked because of your fear of “taking charge” and not wanting to offend your customers. They are individuals who give of themselves and ensure the customer experience is second to none.

Customer Service 367

Customer Service Customer Experience Customers How To 367

One Millimeter Mindset

SEPTEMBER 17, 2018

Do we really understand the difference between customer service delivery and customer experience delivery? At times, our self-focused perception leaves customer service delivery up to everyone with “service” as part of their job titles.

Customer Service 214

Customer Service Customer Experience B2C Customer Retention 214

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver.

Customer Service 269

Customer Service Contact Center Hospitality Customer Experience 269

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Customer Analytics. Hello.

Tools 172

Tools Call Center Customer Service Customer Experience 172

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Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. Your customers’ time is valuable—and they want you to. Increasingly, customers are the ones determining which. Customers can speak in their own words.

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Who's Your Gladys?

SEPTEMBER 24, 2017

We've created a Customer Service Week celebration to make it easy-peasy for you to celebrate your team's service excellence and inspire them to amp up their skills. The post Celebrate Customer Service Week 2017 with This Easy Plan appeared first on Who's Your Gladys?

Customer Service 186

Customer Service Technology Communication Customers 186

BlueOcean

MAY 23, 2017

That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. Their customers hold times were reduced.

Customer Service 246

Customer Service Customer Experience Call Center Social Media 246

Who's Your Gladys?

JANUARY 6, 2015

New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends

Trends 219

Trends Customer Service Customer Service Training Training 219

Help.com

SEPTEMBER 20, 2018

The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026. Customer Service Customer Experience Culture Support

Customer Service 184

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AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? their customers. And in the world of customer care, getting. In customer care, it’s about deploying technology in a way that helps your.

Who's Your Gladys?

NOVEMBER 30, 2016

Does your customer service need a makeover? Even in high-end service environments, a seemingly tiny disconnect between a customer and a service provider can cause a customer to walk away from your business. The post Time for a Customer Service Makeover?

Customer Service 210

Customer Service Communication Customers 210

Who's Your Gladys?

APRIL 17, 2017

Could a social media customer service crisis happen to your company? The post Handling a Social Media Customer Service Crisis appeared first on Who's Your Gladys? Here are some tips for managing one.

Social Media 170

Social Media Customer Service Tips Company 170

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.

Customer Service 229

Customer Service Consulting Hospitality Customer Experience 229

Steve DiGioia

JUNE 11, 2018

…here’s 3 skills every customer service actor must have This original article was written by Steve DiGioia. You do nothing more than talk to customers on the phone and punch some information into a keypad. And we haven’t even discussed the complaining customers!

Customer Service 201

Customer Service Call Center Management Customers 201

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that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. service levels. to Meet Any Custom.

Contact Center

Kristina Evey

OCTOBER 18, 2016

Make Customer Service a Habit. Daily actions of Customer Service are what makes a difference in the minds of the people we work with. cultural mindset Customer Experience Management Customer service good customer service

Customer Service 204

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Who's Your Gladys?

FEBRUARY 17, 2015

Customer Service customer service mindset customer service performance Listening passion performance Who''s Your Gladys? Compassion in Customer Service customer service article customer service training

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Who's Your Gladys?

SEPTEMBER 11, 2015

The post When Customer Service Gets Lost in Translation appeared first on Who's Your Gladys? Customer Service customer service performance Dissatisfied customer Lori Jo Vest customer focus Customer Service Articles customer service training MINI Cooper

Customer Service 220

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Omnicus

AUGUST 30, 2018

What does AI look like in today’s customer service world? Customer Service Customer Experience Artificial Intelligence

Customer Service 175

Customer Service Customers Customer Experience 175

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1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. 500 million to revamp the in-flight experience for its customers and improve customer relations in the contact.

Wired and Dangerous

DECEMBER 11, 2017

But, as luck would have it, the wine shop owner was famous for his pull-rabbits-out-of-a-hat service. He called two of his best wine customers whom he knew lived near the party host and promised to replace their bottles of wine delivered to their desperate neighbor plus a bottle on the house.

Customer Service 130

Customer Service Entertainment Customer Expectations Sales 130

Who's Your Gladys?

MAY 10, 2016

Small details make a big difference in customer service and with a little extra effort, you can create a memorable experience for your customers. The post Stellar Customer Service in Fast Food appeared first on Who's Your Gladys?

Customer Experience 169

Customer Experience Customer Service Customers 169

Omnicus

AUGUST 28, 2018

Customer Service Customer Experience Artificial IntelligenceWhy you should reinvent your organization to take advantage of the best of digital and human capabilities.

Customer Service 210

Customer Service Customer Experience Customers 210

Who's Your Gladys?

AUGUST 4, 2015

It isn’t always easy to keep customers happy. Your ability to handle challenging conversations can make the difference between forming a stronger customer relationship and sending them to your competition. challenging conversations Customer Service Articles customer service training

Customer Service 245

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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. product or service.

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