ShepHyken

DECEMBER 30, 2016

Customers Consider Eco-Friendly Minded Businesses before Purchasing. The 2013 findings of a Green Gap Trend Tracker research conducted by Cone Communications found that at least 71 percent of shoppers in America think about the environment when shopping.

Surveys 225

Surveys Accountability Management Customer Service 225

CCNG

OCTOBER 19, 2022

(Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x Temkin, 2018).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

MARCH 4, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

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 96

Customer Service Chatbots Banking B2C 96

Creative Virtual

FEBRUARY 7, 2023

When you consider recent CX research indicates a personalized experience is important for customers in their purchasing decisions, it makes sense that businesses will work towards this in order to improve customer satisfaction. But was it really individualized to the true customer journey? Absolutely! Maybe not so much.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

Kayako

OCTOBER 13, 2016

Can you imagine a world where customer service was over physical mail? Customer service has had many different approaches over the last 100 years, but one thing has remained consistent: Customers have always wanted effortless interactions. Customers want more personable service experiences.

Personalization 81

Personalization Customer Service outsourcing Technical Support 81

LiveChat

JANUARY 20, 2017

In this post, I’d like to focus on customer experience trends. Here’s how customer service of the future will look like. A quick history of customer service. Before we get to the future of customer service, let’s see how it looked in the past. It’s the era of omnichannel customer service.

Customer Experience 62

Customer Experience Customer Service Chatbots Self service 62

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Customer Service 67

Customer Service Airlines Accountability Marketing 67

CSM Magazine

DECEMBER 19, 2022

However, there is one thing common to virtually every industry that makes a casino site even better: good customer service. Customer service is one of a business’s most commonly overlooked yet essential parts. The real gem of this website, however, is the exemplary customer service, which explains its place on this list.

Customer Service 52

Customer Service Entertainment Government Banking 52

TechSee

DECEMBER 5, 2017

To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point. 1. Casengo is a cloud-based customer support software platform that enables companies to provide customer service through social networks, email or chat.

Contact Center 116

Contact Center Technology Self service Call Center 116

Win the Customer

JANUARY 13, 2016

In fact, the number of consumers who report purchasing something via mobile device has grown by 50% since 2013. As more and more people buy and use smartphones, they’ll want to use them to browse the store, make purchases, and yes, talk to customer service.

Call Center 85

Call Center call center software Technology Sales 85

Fonolo

FEBRUARY 20, 2020

“How does ADP do customer service so well?”. Amar Sidhu leans in and chuckles, “That’s easy — we’re customer-obsessed.”. Sidhu, the Senior Vice President of Service Delivery at ADP Canada — and leader of over 1000 associates on a day-to-day basis — knows what he’s talking about. This is their story.

Customer Service 67

Customer Service Metrics Call Center Banking 67

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Sykes

MAY 2, 2018

After working for more than 30 years as an account executive and process consultant for Fortune 500 companies, Mike Ferguson was beginning to feel the burn out. “I He filled out an application and was hired as an agent in the company’s work-at-home network, SYKESHome, in December of 2013. I looked at my wife and said, ‘You know what?

Coaching 68

Coaching Consulting Consulting Accountability 68

Comm100

AUGUST 24, 2016

The problem might be with the quality of your product/service. But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated.

Customer Service 61

Customer Service Customer Care Scripts Sales 61

Talkdesk

SEPTEMBER 1, 2016

An outstanding customer service experience can leave an unforgettable impression. A company that consistently goes the extra mile for their customers leaves thousands of lasting impressions that create that company’s reputation. These companies stand out (and win awards) for having some of the best customer service around.

Customer Service 41

Customer Service Airlines Customer centricity Accountability 41

CSM Magazine

NOVEMBER 7, 2018

Figures from Ofgem have revealed that the average number of complaints received by the leading utility companies per 100,000 customer accounts had decreased from 3,510 in Q1 2013 to 2,233 in Q1 2018, but the average number of complaints resolved by the suppliers by end of the next working day dropped from 81 percent to 60 percent in the same period.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

ProProfs Blog

JUNE 21, 2019

According to the Growth Marketing Conference, customer retention “[…] refers to efforts by a business to keep customers from defecting.” ” It’s as simple as not allowing your customers to leave and switch to the other brand. This way your customer engages with your brand over a long period of time.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Toister Performance Solutions

OCTOBER 11, 2018

Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. In August 2013, I traveled to Carpinteria, California for a screen test at the online training video company, Lynda.com.

Customer centricity 58

Customer centricity Advertising Accountability Customer Service 58

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do? People are messy.”

Management 98

Management Call Center Metrics Entertainment 98

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. It is pivotal for an organization to have a holistic view of how each department impacts the customer experience.

Customer Experience 119

Customer Experience Chief Customer Officer Customer centricity Coaching 119

ClearAction

SEPTEMBER 28, 2015

For example, when we buy something the farthest things from our minds are that it might not work as expected, or how it will be to call customer service, or the surveys we'll be invited to answer, or recommendations we'll be encouraged to make, and so forth. 4) Collaboration Earns Customer Trust.

Customer Experience 105

Customer Experience Government Surveys Management 105

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. The annual number of customers or passengers per year is 22,000,000 with an average spend per customer of $250.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Quiq

FEBRUARY 7, 2019

Since launching in 2013, the company has brought theater to a new audience of theatre goers with “thoughtful service at each moment along the way”. James Potter, Senior Guest Services Manager at TodayTix, says that customers appreciate the quick response they get via messaging versus email. “We

Telecommunications 67

Telecommunications Interactive Voice Response Sales Technology 67

CSM Magazine

SEPTEMBER 28, 2023

The 6-in-1 system is helping the Leeds-based company as it expands services and diversifies into new markets. “Before BigChange I spent my day spending and receiving WhatsApp messages,” commented Rob Holt, Head of Building Services at FSE UK. “‘where are you?

Engineering 59

Engineering CRM Finance Education 59

CSM Magazine

OCTOBER 5, 2023

The cloud-based software and mobile app have also helped boost operational efficiencies, improve customer service and given management real-time visibility of all work. “BigChange delivered the best fit for our requirements and those of our customers.

CRM 59

CRM Engineering Finance Enterprise 59

CSM Magazine

APRIL 14, 2023

CDC Draincare previously had a number of systems that included vehicle tracking, accounts and job management. However, everything worked separately and they really wanted an all-in-one solution that would also integrate with their accounts system. ” BigChange is proving useful for fleet management. .

Finance 52

Finance Engineering Wireless CRM 52

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. Who can forget that iconic front cover of TIME Magazine in May 2013 that screamed ‘Me, me, me generation – lazy, entitled narcissists?’ Take Generation Z, Gen Z or Zoomers as they are fondly called. Think about how Millennials were treated.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

CSM Magazine

OCTOBER 2, 2024

Mardon Group, national suppliers of waste and recycling equipment, has equipped field service engineers with mobile devices that synchronise in real time with the office. The mobile app is part of a new system from BigChange that is reducing routine administration, improving customer service, and achieving new health and safety measures.

Management 52

Management Engineering CRM Finance 52

CSM Magazine

MARCH 27, 2024

This is improving the company’s response to emergency callouts and boosting customer service with live updates and accurately calculated ETAs. Integration with the company’s accounting software XERO is also reducing the administration resource required, reducing the potential for errors and improving cashflow.

Management 52

Management Finance Engineering CRM 52

ijgolding

NOVEMBER 12, 2015

Nope, they couldn’t get it to work (said it could take hours – they admitted that it still probably wouldn’t work) and their only solution was that I phone customer service yet again as they cannot send it back from the store. Adding another SIM to my @tmobile account. Or trying to. Please try again later.”

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Talkdesk

AUGUST 8, 2019

Founded in 2013, Lineten brings together the best delivery companies and POS integrations shaping the future of the e-commerce industry. They believe that e-commerce companies should deliver the best value to their customers, instead of investing too many resources outside the companies’ unique selling proposition.

Wait times 46

Wait times call center solutions Contact Center Enterprise 46

CSM Magazine

DECEMBER 2, 2021

Trustee Fire and Security has boosted productivity by 25 per cent using the latest field service management software. . Invoicing in BigChange is also much quicker and two-way integration with Xero accounts software means BigChange provides a completely seamless end-to-end business solution. About BigChange.

Technology 52

Technology Engineering CRM Enterprise 52

CSM Magazine

JUNE 5, 2024

Electrical service provider Citrus Group, is using a BigChange job management system to reduce asset downtime and boost customer service. “We use it for all aspects of the business from job reports and tracking, to financial management and accounting.

Management 52

Management Engineering CRM Construction 52

CSM Magazine

NOVEMBER 14, 2023

Since implementing the cloud-based 6-in-1 solution, EB Gas has seen a 20 percent increase in the number of routine service jobs it can allocate and engineers are 30 percent more efficient capturing onsite information using mobile devices which are live-linked to the back-office system.

Engineering 52

Engineering CRM Finance Accountability 52

CSM Magazine

MARCH 8, 2023

NCS uses BigChange to live-link field engineers to the back-office support team, track in real-time its nationwide fleet of service vehicles and integrate with its accountancy package for financial management.

Finance 52

Finance Engineering CRM Customer centricity 52

CSM Magazine

JANUARY 10, 2023

Prymo has also halved the cost of its internal account management thanks to BigChange. By eliminating menial administrative tasks, staff have been freed up and redeployed to work on customer service and business development. “As a result, we have made people’s jobs easier so we have less problems. .

Finance 52

Finance Construction CRM Enterprise 52