West Monroe

OCTOBER 19, 2022

Listeners will also hear from our partner at Silicon Valley Bank on their service transformation journey and how they shifted the support workload of client-facing RMs to customer service teams and call center. Key Topics: Gain an understanding of how great customer service in banking translates to profitability.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Banking 52

Knowmax

SEPTEMBER 20, 2020

“Service Please!” – Knowledge Management & changing Customer Service Strategies.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Management 52

CSM Magazine

APRIL 17, 2024

In today’s fast-paced, customer-centric business landscape, the traditional approach of reactive customer service—to wait for customers to reach out with issues—no longer reigns supreme. It demonstrates a level of care and innovation that positions your brand as a leader in customer experience.

Customer Service 52

Customer Service Self Service Return on Investment Social Media 52

Zonka Feedback

JULY 21, 2023

Here are some customer service stratgies that online retailers can implement to improve their overall customer experience. In the world of eCommerce, where endless virtual aisles provide buyers with an array of choices at the click of a button, customer service has emerged as a strong differentiator.

Retail 52

Retail Customer Service Strategies Customer Service Ecommerce 52

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. They demand highly convenient and fast service. I love my smartphone: A full 92% of American Millennials own a smartphone. But they don’t stop there.

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

West Monroe

OCTOBER 19, 2022

Listeners will also hear from our partner at Silicon Valley Bank on their service transformation journey and how they shifted the support workload of client-facing RMs to customer service teams and call center. Read More watch the webinar × Salesforce Summit Partner Bottom line?

Customer Service Strategies 40

Customer Service Strategies Strategy Customer Service Banking 40

CSM Magazine

AUGUST 22, 2021

Despite the fact that customer service has long been recognised as an important revenue driver, not all businesses manage to get it right. How many times have you gone to a restaurant, café or store and been disappointed with the service you’ve received? Your customer service team is crucial to your business’s success.

Customer Service Strategies 52

Customer Service Strategies Chatbots Strategy Customer Service 52

ShepHyken

NOVEMBER 9, 2023

This week, we feature an article by Natasha Thakkar, Content Marketing Manager at Oleeo. She writes about the five ways to become an effective and efficient customer service manager. A customer service manager’s main priority is to retain customers. Either way, this article is for you.

Customer Service 55

Customer Service Management Exercises Leadership 55

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 136

Customer Service Effort Score Sports Conference 136

Martin Hill-Wilson

JULY 23, 2020

Continue reading COVID Needs Both Short & Medium Term Customer Service Strategies at BrainFood. It feels reality has superseded the box set for fast paced drama. At the time of writing, the UK government is trying to coax a reluctant population back to work.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Government 52

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. He looks at the next generation of texting, known as RCS (Rich Communication Services), which I think will become a very valuable tool. – Shep Hyken.

Customer Service Strategies 83

Customer Service Strategies Strategy Customer Service Hotels 83

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. But forming a competitive strategy doesn’t need to be complex or require Ivy League consultants. The bottom line.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Team Support

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. In the end, the most damaging thing a business can do is tell a customer one thing and then do another.

Customer Expectations 126

Customer Expectations Strategy Management B2B 126

ShepHyken

JANUARY 16, 2024

This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

Comm100

SEPTEMBER 29, 2021

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. The Building Blocks for Successful Digital Transition , exploring strategies for boosting success in a customer service transformation. Gaining Trust Through Data Security.

Customer Service 195

Customer Service Culture Effort Score Chatbots 195

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 216

Customer Service Chatbots Banking Engagement 216

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. Where is the customer service revolution?

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

Call Experts

NOVEMBER 17, 2022

Investing in a holiday customer service plan is essential to growing your business. 52% of consumers say they have made an additional purchase from a company after a positive customer service experience. Keep reading to learn more and to get our 4 tips for a successful holiday customer service strategy.

Customer Service 98

Customer Service Customer Service Strategies Tips Retail 98

Kustomer

JUNE 6, 2023

Customer trends are constantly shifting based on the needs and wants of the modern buyer, but solving issues promptly, personalized customer service, embracing digital technology and proactive support are key customer service expectations that dominate CS in the financial services industry.

Financial 98

Financial Company Customer Service Tips 98

Win the Customer

MARCH 12, 2014

How do you make your customers stay with you for the long haul? Through the magic of customer service. Customer Service' These 4 tips make sure you''re sticking to what works.

Call Center 139

Call Center Customer Service Strategies Customer Service Strategy 139

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: For those in the customer support world, this article is for you. AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. If so, read this article.

Customer Service 63

Customer Service Contact Center Average Handle Time Customer Service Strategies 63

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 217

Customer Service Omni-Channel Social Media Connections 217

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

ShepHyken

JANUARY 10, 2024

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. There are at least three lessons we can learn from this story: Laziness: That should never be an excuse for providing poor customer service. Put the right people on the front line.

Travel 90

Travel Customer Service Airlines Poor Customer Service 90

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” I’m talking about a result that does three things: The customer’s problem, issue or question is resolved or answered. It’s about fixing the customer, which means restoring confidence.

Customer Service 82

Customer Service Customer Service Training Customers Interaction 82

ShepHyken

NOVEMBER 25, 2022

She discusses the difference between transactional and relational customer service. Effective customer service should contribute to a positive relationship between the organization and the customer. Beyond convenience, customer service should develop customers’ sense of belonging and recognition.

Customer Service 76

Customer Service Rewards Programs Customer relationships e-support 76

Kustomer

JUNE 1, 2023

Using customer data to create a personalized customer experience is one of the top customer service trends of 2023, according to Forrester. Delivering excellent customer service isn’t just about responding when there’s an issue, resolving it and moving on. For the modern consumer, expectations are growing.

Data 78

Data Customer Service CRM Customer Service Strategies 78

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Author: Pauline Ashenden - Demand Generation Manager From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control.

Customer Service 120

Customer Service Trends Customer Service Strategies Meeting 120

delighted

SEPTEMBER 27, 2019

Exceptional customer service turns repeat and new customers into promoters. Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service.

Customer Service Strategies 42

Customer Service Strategies Customer Service Strategy Self Service 42

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

Self Service 60

Self Service Trends Customer Service Chatbots 60

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

Beyond Philosophy

MAY 13, 2023

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction. To learn more about Beyond Philosophy’s Suite of Services Click here.

Management 78

Management Customer Service Representative Leadership Customer Service Strategies 78

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. Here’s what we found out. Unify channels.

Customer Service 138

Customer Service Social Media Contact Center CRM 138

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Although this is a fact, there are still many organisations who are yet to understand how to manage this new ‘channel’ particularly well. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

Comm100

MARCH 6, 2024

It allows businesses to address customer queries, concerns, and issues instantly. This immediacy can significantly enhance customer satisfaction and help in resolving problems quickly. This efficiency can lead to lower operational costs and quicker response times for customers.

Abandon Rate 228

Abandon Rate Chatbots Customer Service Representative Knowledge Base 228

ShepHyken

AUGUST 16, 2021

Each week I read many customer service and customer experience articles from various resources. 16 Great Customer Service Tips and Examples by Tom Coombe. Small Business Trends) Customer service in the U.S. Small Business Trends) Customer service in the U.S.

Customer Service 88

Customer Service Social Media Tips Multi-Channel 88