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.

Customer Service 303

Customer Service Customer Experience Virtual Agent Contact Center 303

Kayako

JULY 11, 2019

Leaders, do you know how to lead high morale for great customer service delivery? Customer service work in help desks , contact centers, technical support teams, and ecommerce centers is challenging and stressful. Metrics are important yet they do not create great service.

Customer Service 244

Customer Service Ecommerce Metrics Leadership 244

GetFeedback

MAY 8, 2019

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

Trends 297

Trends Customer Service Customer Experience Survey 297

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. The schedule changes and demands that come with live chat customer service.

Customer Service 260

Customer Service Customer Experience Feedback Resources 260

Speaker: Randy Clapp, Chief Revenue Officer, Advantage Communications Inc.

How To

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 284

Healthcare Consumers Customer Service Company 284

Kayako

MARCH 29, 2019

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

Customer Service 224

Customer Service Average Handle Time Metrics Brands 224

Steve DiGioia

SEPTEMBER 2, 2019

Then someone says, Wait, does she have customer service skills? I don’t care what her resume says, does she have the skills we need to properly take care of our customers? Does she have customer service skills? That’s the foundation of great customer service.

Customer Service 174

Customer Service Loyalty Software Sales 174

NICE inContact

AUGUST 2, 2019

It’s an important concept for any company considering digital customer service integration. You don’t simply want to plan for your current customer service needs. Most customers expect a self-service option on websites, and they want speed combined with personalization.

Technology 291

Technology Multi-Channel Contact Center Customer Service 291

NICE 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.

Call Center 454

Call Center Customer Service Contact Center Social Media 454

Speaker: Vicki Brackett, Author and COO of Sinousia

Engagement

Omnicus

SEPTEMBER 5, 2018

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

Trends 235

Trends Customer Service Industry Customers 235

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers .

Survey 227

Survey Engagement Customer Service Customer Experience 227

Kayako

APRIL 29, 2019

And with good reason, customer-centric culture is the backbone of good customer experience. Richard Branson famously said “If you look after your staff well, they will look after your customers. Often front-line teams have an excellent pulse on the customer’s wants and needs.

Customer Service 218

Customer Service Guidelines Entertainment Policies 218

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. In fact, it’s projected that poor customer experience is costing businesses more than $75 billion a year.

Customer Service 227

Customer Service omnichannel Net Promoter Score Multi-Channel 227

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Customer 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.

Customer Service 250

Customer Service Customer Experience Roadmap Contact Center 250

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. Effective self-service options.

Customer Service 265

Customer Service Customer Experience Roadmap B2C 265

GetFeedback

JANUARY 14, 2019

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. When to develop customer service material.

Customer Service 244

Customer Service How To Customer Experience Guidelines 244

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 270

Customer Service Customer Experience Survey Tips 270

Advertiser: Interactions LLC

Customer Satisfaction

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 248

Customer Service Customer Experience Call Center Social Media 248

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Cost Factors in Major Urban Centers .

Customer Service 169

Customer Service Customer Experience Transportation ROI 169

BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with.

Examples 156

Examples Contact Center Customer Experience Customer Service 156

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

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Contact Center

Kristina Evey

JULY 25, 2019

Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a … Read More Episode 60 – Customer Service Expert Shep Hyken Shares His Insights. The post Episode 60 – Customer Service Expert Shep Hyken Shares His Insights appeared first on Kristina Evey. Customer service good customer service Podcasting Strategy Uncategorized

Customer Experience 131

Customer Experience Customer Service Customers Strategy 131

Kristina Evey

SEPTEMBER 3, 2019

Shownotes… Today’s conversation is with Customer Service Expert Jeff Toister. Jeff Toister is an author, consultant, and trainer who helps … Read More Episode 64 – A Conversation with Customer Service Expert Jeff Toister. The post Episode 64 – A Conversation with Customer Service Expert Jeff Toister appeared first on Kristina Evey. Culture Customer Experience Customer service Podcasting Uncategorized

Consulting 139

Consulting Customer Service Culture Customers 139

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 Consulting Customer Experience 224

GetFeedback

APRIL 17, 2019

To relieve customers’ hard feelings about problems with some products or services, companies usually choose to improve the customer service skills of their agents. Followed by how you turn it around can make them reach out to your customer service instead.

Customer Service 286

Customer Service Customer Experience Virtual Agent Tools 286

Speaker: Ron Dutta, VP-Business Development and Omnichannel CX Solutions

omnichannel

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 285

Customer Service Contact Center Hospitality Customer Experience 285

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

Customer Service Customers Customer Focused Examples 204

NICE inContact

AUGUST 21, 2019

But there are some things no company should skimp on, and digital customer service is one of them. If done right, digital customer service won’t just save money, it will make money through higher sales conversions and increased loyalty (more on this below).

Customer Service 170

Customer Service ROI Software Call Center 170

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.”

Interaction 227

Interaction Customer Expectations Customer Service Consumers 227

Speaker: Kristina Evey, Customer Experience Expert and Consultant

Customer Service

BlueOcean

JULY 3, 2019

In particular, customer service agents are among the most in-demand roles in the US, making them extremely difficult to fill. That spurs employers to dip into that less talented labor pool, and that, in turn, inevitably impacts productivity and quality of products and services.

Customer Service 169

Customer Service Customer Experience Contact Center Call Center 169

NICE inContact

SEPTEMBER 25, 2019

Agility and ease are key concepts in digital customer service , regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service.

Customer Service 204

Customer Service Social Media Contact Center Innovation 204

Steve DiGioia

SEPTEMBER 30, 2019

In celebration of Customer Service Week (October 7-11, 2019), this post focuses on the customer service professionals who make it all possible. Others, sadly, haven’t a clue and chase away more customers than they help. Great service isn’t “one-size-fits-all”.

Customer Experience 186

Customer Experience Customer Service Meeting Course 186

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service.

Consumers 336

Consumers Customer Service Airlines Poor Customer Service 336