ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Here are my top five picks from last week.

Customer Service 36

Customer Service Customer retention Education Surveys 36

ShepHyken

JULY 13, 2021

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.

Consulting 182

Consulting Consulting Marketing Customer Service 182

ShepHyken

AUGUST 6, 2023

Each week, I read many customer service and customer experience articles from various resources. 25 Ways to Proactively Spot Your Customers’ Pain Points by Call Centre Helper Magazine (Call Centre Helper Magazine) When struggling to deal with customer demand, a lot of contact centres try to recruit more people.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2009! Molded In Customer Experience Enthusiasm. Shep Hyken.

Metrics 246

Metrics Customer effort Customer Experience Surveys 246

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JULY 31, 2018

Leveraging Customer Data In Real Time. Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

Customer Service 92

Customer Service Customer Experience Management Consulting 92

Interactions

JANUARY 21, 2025

Utility outages due to extreme weather are accelerating customer service challenges for utility providers. power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. On average, the U.S. Eight in 10 major U.S. Eight in 10 major U.S.

Interactive Voice Response 62

Interactive Voice Response Chatbots Virtual Agent Government 62

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

Win the Customer

DECEMBER 15, 2015

Organizations that continually excel in their customer experience and service delivery average increased growth of 4-8% in revenue over competitors in their industry. Are You Experienced Enough in Customer Experience? Higher than average customer loyalty. Category-leading brand. Substantial profitability.

Customer Experience 64

Customer Experience Customer advocacy Consulting Consulting 64

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

Amity

NOVEMBER 9, 2016

About the customer: Only 4% of dissatisfied customers will raise their voice about an issue. As early as 2009 , the number one request from customers was “better human service”, which they placed above the integration of different channels and enriched content. There are 21.8

Customer retention 107

Customer retention B2B Customer centricity Accountability 107

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase.

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Customer Centricity.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Transparent BPO

DECEMBER 11, 2019

For three years, I was the director of customer service and sales for a direct response company. We also recognized a disturbing trend: Massive consolidation was taking place in the market and customer experience was getting lost. In this part, we take a look back at our beginnings.

outsourcing 109

outsourcing Education Call Center Marketing 109

Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. The research is clear.

Customer Service 62

Customer Service Wait times Technical Support Advertising 62

Eptica

JUNE 20, 2018

Date: Wednesday, June 20, 2018 Author: Pascal Gauvrit How AI-based self-service can transform the customer experience. hours per day online , up from just 3 hours in 2009. hours per day online , up from just 3 hours in 2009. How artificial intelligence can transform your customer experience.

Self service 58

Self service Customer Experience Banking Analytics 58

Anexa BPO

JUNE 15, 2022

Customer patience has worn thin , and they are no longer willing to accept the effects of COVID-19 as an excuse for poor CX. In fact, prior to the crisis, more than half of consumers were dissatisfied with customer service, saying that their expectations weren’t being met. Anexa is one such industry leader.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116

Liveops

FEBRUARY 8, 2019

Sharon Meeks DuBouse brings decades of experience to her work as a customer agent for Liveops. In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Tell me more about that.

Call Center 91

Call Center Consulting Consulting Contact Center 91

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. The Great Resignation is also upon us.

Journey mapping 97

Journey mapping Contact Center Chatbots CRM 97

CSM Magazine

FEBRUARY 7, 2023

This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Jim Davies explores 5 brand- and money-saving customer experience (CX) options.

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

ClearAction

OCTOBER 1, 2018

The Future of Customer Experience Calls Urgently for a Significant Shift Lynn Hunsaker. The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Faulty CXM Trajectory.

Customer Experience 63

Customer Experience Marketing Surveys Feedback 63

CSM Magazine

NOVEMBER 27, 2020

The assembled experts reported that, at the end of March 2020, they had between 15% and 50% of contact centre colleagues working from home and that this had caused particular challenges for customer service colleagues working overseas. Enhancing Customer Experience. Technology has been a massive enabler in that regard.”.

Wait times 98

Wait times Chatbots Enterprise Banking 98

CSM Magazine

DECEMBER 12, 2019

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. It’s also a 50% increase from 2009’s record low of $4.06 consumers felt critical customer service issues could have been avoided if companies had contacted them earlier.

Interactive Voice Response 52

Interactive Voice Response Customer Experience APIs Average Handle Time 52

Bill Quiseng

MAY 8, 2017

In 2006 and in 2009, John was awarded the Technology Executive of the Year, and the Titan of Technology awards by the CTA. Filed under: Customer Experience , Customer Service. He has been recognized several times for his involvement in the tech industry.

CRM 83

CRM Analytics Technology Education 83

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

CSM Magazine

MARCH 13, 2020

To address this, many organizations have focused on using chatbots to answer common queries, so that customer service employees have time to handle more complex calls. Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

Nicereply

JUNE 18, 2019

By inviting your customers to go deeper and provide you with even more incisive insights, you build trust and loyalty with them, and allow yourself to make an even better product. Many of these follow up questions complement the information that you are already asking on customer service surveys. Click To Tweet. Fell Behind.

Surveys 94

Surveys Self service Construction Feedback 94

CX Journey

JANUARY 11, 2018

A survey by Aspect Software indicated that businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that don’t. Customers get better experiences, while businesses acquire and retain more customers. Ford Blakely is the founder and CEO of Zingle.

Multichannel 58

Multichannel Customer retention Call Center Customer Care 58

Natalie Petouhof

AUGUST 26, 2015

Gainsight is one of the leading vendors of Customer Success Management (CSM) software. Louis, Missouri in 2009, Gainsight’s headquarters are now in Redwood City, California. Yet poor after-sales service occurs every single day in many, many companies. How Does Customer Success Management Affect the Customer Experience?

Sales 63

Sales Management Advertising Upselling 63

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. What’s the point of customer experience management, ultimately? To maximize value to customers, employees, partners, and investors.

Journey mapping 71

Journey mapping Customer centricity Accountability Metrics 71

Chip Bell

JANUARY 15, 2019

who served as NASA Administrator from 2009 until he retired in 2017. He was appointed NASA Administrator by President Obama in 2009. There is one little factoid tucked in his impressive resume that got me thinking about delivering service that soars. Intrepid, an aircraft carrier docked in the Manhattan harbor. Bolden, Jr.

Enterprise 49

Enterprise Customer Care Customer Service Customer Experience 49

Babelforce

JULY 6, 2022

Virtual contact center software enables contact centers to manage customer interactions from various channels cost-effectively and efficiently. Some organizations have their in-house contact centers, while others may outsource their customer service to third parties. Remote work has been on the rise since 2009.

Contact center software 52

Contact center software Contact Center Abandon Call Cloud contact 52