Lumoa

MAY 19, 2022

Through our ecommerce apps ebook, we aim to establish a connection between factors that impact the customer experience and the influence that these variables have on satisfaction levels. Non-app related variables that impact customer experience. Mobile consumers prefer shopping for beauty and grocery products.

Report 208

Report Ecommerce Retail Customer Satisfaction 208

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

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. In this blog, I outline 3 critical customer service metrics that organizations are using to answer broader business questions including: Are my customers happy with my products and services?

NPS 122

NPS Metrics Net Promoter Score Customer Service 122

Comm100

OCTOBER 8, 2016

Your customer retention is super important to your bottom line—after all, customer loyalty is well-known for being more valuable than customer acquisition. With stakes this high, it’s essential that you build a solid customer retention plan that can lead to long-term customer loyalty.

Customer Retention 151

Customer Retention Loyalty Strategy Loyalty Programs 151

Interactions

MAY 12, 2022

Customer experience comes down to creating the easiest path possible for customers to complete their tasks. Whether enrolling in an insurance policy, returning a dress, or booking a flight, the principles of good customer service remain the same whether online, over the phone, or face-to-face.

Customer Service 62

Customer Service Wait Times eBook Insurance 62

TechSee

JULY 18, 2019

You hunt for the customer service number in the user guide to see if they can help, wait on hold for 22 minutes and then have the Tier-1 support agent walk you through a series of steps that you’ve just finished trying yourself based on the troubleshooting instructions. What are high-effort customer service interactions?

Self Service 207

Self Service Customer Experience How To Contact Center 207

BlueOcean

JUNE 13, 2017

Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Frontline agents are the backbone of customer service. An excerpt from Harvard Business Review: Kick-Ass Customer Service.

Contact Center 189

Contact Center eBook Loyalty Brands 189

Interactions

FEBRUARY 25, 2022

“Customer service isn’t what it used to be.”. It’s funny how despite technology advancing, the way that customers feel about service has somehow gotten worse. . As companies have become larger, there is less ability to take care of each individual customer. The post Why is customer service getting worse?

Customer Service 62

Customer Service Contact Center Policies eBook 62

MyCustomer

JANUARY 11, 2021

Download this Ebook. Discover what today’s customers really expect from your business and why providing a more human experience is so essential to customer loyalty. Not a TM Form. Internal or External. Disable T&Cs requirement. Email intro text. Thank you for downloading our resource.

Customer Experience 52

Customer Experience eBook Customer Service Loyalty 52

CSM Magazine

MARCH 27, 2023

The potential is certainly there, and it would be a natural progression for the technology to further assist customer service representatives in providing better and more efficient customer experiences. What could Copilot’s introduction mean for the Customer Service industry? So, what exactly is Copilot?

Customer Service 52

Customer Service Customer Service Representative Customer Satisfaction eBook 52

Experience Investigators by 360Connext

DECEMBER 17, 2014

Create or revise your customer experience mission statement. Sign up for updates below and you’ll get our free ebook to help you get started!). Receive exclusive content, updates, and our FREE Mission Statement ebook. Deputize someone in each department as the customer advocate. Let’s go!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

ShepHyken

MARCH 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Three Common and Enormous Mistakes Companies Make with Customer Experience (CX) Programs by Augie Ray. Foundational Steps for Customer Journey Mapping Initiatives by Dom Nicastro. Follow on Twitter: @Hyken.

Customer Journeys 80

Customer Journeys Customer Service e-support Self Service 80

Team Support

NOVEMBER 30, 2023

Live Chat Chat has seen growing popularity among modern customer support services. In fact, 79% of businesses claim that offering live chat features has had a positive impact on sales, revenue, and customer loyalty. Interested in learning more? Or better yet, schedule some time to talk to us today.

Omni-Channel 40

Omni-Channel Customer Service How To eBook 40

Oracle

NOVEMBER 12, 2019

This is a preview of the ebook “ 3 Customer Experience Essentials for Today’s Shoppers – And How to Thrive in the Experience Economy “ Omnichannel optimization is essential for success with 21st century shoppers. Aim for a mobile-first experience. Take data one step further.

Omni-Channel 45

Omni-Channel Loyalty Social Media Ecommerce 45

Solvvy

JANUARY 8, 2020

As more companies move towards self-service and real-time support, we’re likely to see the death of email (which currently handles 54% of customer service inquiries) as a channel for customer support. Find out how to manage and measure CX initiatives that deliver real-world results in our free ebook. .

Self Service 88

Self Service Technology Trends Customer Service 88

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? What Features Should You Look for in a Hosted Contact Center Solution?

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

ClientSuccess

JANUARY 11, 2023

As it turns out, the Golden Rule is really the benchmark for success when it comes to customer service and support. Companies with great customer success practices take this rule to heart in all aspects of their business, from how they interact with customers to how they design their processes and products.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Interactions

MARCH 2, 2023

Companies that prioritize customer experience may find that it pays off in increased customer loyalty and satisfaction. Ultimately, the balance between cost constraints and investing in customer experience will depend on the company’s specific circumstances and its goals and priorities.

Self Service 62

Self Service Airlines eBook Loyalty 62

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . 3 Hacks to Boost Client Loyalty and Growth by Josh Linkner. Here are my top five picks from last week.

Customer Service 69

Customer Service Airlines eBook Loyalty 69

TechSee

MARCH 7, 2022

In today’s digital-first and customer-centric world, fast response time and problem solving are at the core of customer demand. Offering the relevant and accessible support channel is a key driver to enhancing customer experience, loyalty, and retention. What is Customer Self Service?

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Michel Falcon Experience

AUGUST 22, 2014

We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving. We need to become the tipping point.

Customer Service 117

Customer Service eBook Exceptional Customer Service Tips 117

Playvox

FEBRUARY 13, 2023

Three Vital Layers Of Quality Management QM is far more than just reviewing customer interactions for areas of concern. It’s a layered approach that gives you deeper insights into customer service to help you tackle immediate issues alongside long-term goals. But what’s the real value of a loyal customer?

Contact Center 78

Contact Center How To Multi-Channel eBook 78

Comm100

DECEMBER 14, 2017

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Well, the customer experience is a key ingredient to getting new business and maintaining customer loyalty.

Strategy 230

Strategy Customer Experience How To Effort Score 230

Comm100

NOVEMBER 10, 2020

If you want to offer good customer service, live chat is no longer a ‘nice to have’. Customers expect instant responses to their problems, and with real-time live chat, a company of any size can deliver. 46% of customers prefer live chat compared to just 29% for email. Free eBook.

eBook 130

eBook Automotive Software Healthcare 130

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. 25% Lack of self-service options. Drive Agent Satisfaction to Drive Customer Loyalty. Download eBook. Use Self-Service to Handle High Call Volume. Try Demo Now.

Call Center 246

Call Center Self Service Contact Center Case Study 246

NobelBiz

MAY 16, 2023

If you want a more in-depth, one-on-one explanation about the difference between the two and what suits best for your business, download our free exclusive ebook: On-Premise vs. Cloud Contact Center Solution: Benefits and Challenges. How Do Hosted Contact Centers Work? What Features Should You Look for in a Hosted Contact Center Solution?

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Kayako

JULY 21, 2016

That’s not to say that all of the other interviews I’ve had in my life weren’t stellar; just that they didn’t give me the opportunity to truly use the analytical part of my brain that is so important for problem-solving in customer support. Small inclinations like this can have a lasting impact on the loyalty of your customers.

Customer Service 120

Customer Service Customers Leadership eBook 120

Interactions

JULY 22, 2022

In turn, it frees agents to focus on higher value interactions so they can help customers with more complex or emotionally challenging issues. Businesses spend less money on better customer service. . Learn more about how Conversational AI can optimize labor and save money in our eBook. Keep loyalty high.

Contact Center 62

Contact Center Self Service eBook Customer Journeys 62

Comm100

APRIL 27, 2020

The good news is that there are lots of ways that companies can structure their teams and set up their customer service systems to meet customer demands and properly allocate their workforce. Omnichannel routing allows companies to connect customers to the right agent at the right time, instantly and automatically.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

BlueOcean

OCTOBER 6, 2020

Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

ClientSuccess

FEBRUARY 14, 2023

In this blog post, we’ll discuss how empathy can help businesses bridge the gap between customer satisfaction and meaningful engagement, plus tips to incorporate it into your strategy. Customers want to feel heard, understood, and supported – and empathy helps customer service teams meet those needs.

Customer Success 80

Customer Success Customer Journeys eBook Exercises 80

Daniel Group

APRIL 23, 2021

I also found a list of skills your frontline folks need to succeed with your customers, 21 Key Customer Service Skills (and How to Develop Them). Are you ready to give customers what they want from you? Get our Ebook! Why B2B customer feedback programs fail (and how to make yours succeed).

Feedback 124

Feedback Net Promoter Score B2C B2B 124

TechSee

DECEMBER 17, 2019

The customer service game has changed for energy, gas and water companies. When customers contact them to pay a bill, check their usage levels or report an outage, they demand personalized, streamlined and convenient interactions. The opportunity is massive. Utilize Visual Assistance. Next steps.

Customer Experience 136

Customer Experience Effort Score Competitive Advantage Comparison 136

AskNicely

SEPTEMBER 17, 2017

For some crazy reason, they are opening that cold cavern of a broken heart and trusting your brand with their hard-earned loyalty. So naturally, when these customers even get a whiff of disrespect—perceived or otherwise—they go full Matt Damon on you. Once customer trust is breaches, it can be a long road to get it back.

Net Promoter Score 150

Net Promoter Score NPS eBook Feedback 150

Kustomer

JUNE 7, 2023

CS versus CX Before building a CX playbook, it’s important to define the difference between customer service (CS) and customer experience (CX). CS generally refers to the direct interaction between the customer and the organization. How the bank or the firm handles that interaction is customer service.

Financial 98

Financial CRM Banking Effort Score 98