ShepHyken

OCTOBER 28, 2016

This week on our Friends on Friday guest blog post my colleague, Michael Becker, talks about how negative reviews and poor customer service can impact your business. People are eager to vent about negative experiences with others – they’re just waiting for that opportunity to do so. Shep Hyken. You’re almost ready to buy.

SaaS 333

SaaS Customer Service Contact Center Customer Experience 333

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. Here are my top five picks from last week.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. However, digital transformation has changed the game on who is responsible for delivering customer service and how. Shep Hyken.

Customer Service 204

Customer Service Management Customer Experience Customer effort 204

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Communication Culture Customer Experience Customer Service Technology' The result […].

Customer Experience 139

Customer Experience Accountability Technology Customer Service 139

Beyond Philosophy

OCTOBER 3, 2014

In doing so, the Royal Yacht Britannia team has thought through every aspect of the visit to create an excellent Customer Experience. Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If

Coaching 385

Coaching Consulting Consulting Customer Experience 385

Win the Customer

FEBRUARY 7, 2015

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.

Customer Service 136

Customer Service Call Center Surveys Customer Experience 136

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. by the end of 2014. But the ASCI continues to drop.

Consulting 284

Consulting Consulting Customer Experience Marketing 284

CSM Magazine

NOVEMBER 18, 2024

CommBox , a leading enterprise-grade omnichannel, AI-powered customer experience platform, has today announced the completion of a $15 million growth investment round from PSG Equity. ” Recent data reveals that 80% of consumers want to see AI in customer service, but only 15% of brands have fully deployed such technologies.

Customer Experience 52

Customer Experience Healthcare Enterprise Chatbots 52

CX Journey

JUNE 9, 2015

Image courtesy of Unsplash I originally wrote today's blog for LiveNinja; it appeared on their blog on November 24, 2014. I spend a lot of time talking to prospects and clients about how to sell the value of focusing on delivering a great customer experience to their company leaders. What, then, is customer experience ?

Customer Experience 88

Customer Experience Customer Service Call Center Sales 88

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

Customer Experience 100

Customer Experience Technology Sales Customer Service 100

Beyond Philosophy

OCTOBER 24, 2014

At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. Downie compares their journey to “driving a snowplow for Customer Experience in Scotland.” Embracing the emotional parts of the Customer Experience right from the start.

Customer emotions 186

Customer emotions Employee engagement Customer centricity Customer retention 186

Win the Customer

FEBRUARY 17, 2014

Can your customer reach you when they have questions or concern to ensure customer satisfaction in their greatest time of need? Customer Service Technology'

Technology 126

Technology Customer Service Customer Experience 126

ijgolding

SEPTEMBER 8, 2014

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer experience in the organisations we work and interact with. Disney Store.

Customer Experience 131

Customer Experience Customer retention Customer Service 131

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Callminer

NOVEMBER 18, 2020

While gamification , call scoring and other strategies can help improve contact center agent performance, the first step is identifying the common behaviors that leave customers unsatisfied, frustrated and angry. If you wouldn’t do that in front of your mom, you shouldn’t do that while on the phone with your customer. Rex Freiberger.

Contact Center 345

Contact Center Call Center Gamification Wait times 345

Return Customer

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. And it works. Clear path to purchase. Conclusion. About the Author.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

PeopleMetrics

AUGUST 1, 2014

It is true that you can’t make every experience effortless, but by being responsive and asking questions to show you care, you can avoid the negative impact of being hard to do business with. It may feel like even this is difficult if you are running a large, complex business or are short on customer service employees.

Feedback 120

Feedback Morale Customer Experience Personalization 120

Vonage

MAY 25, 2016

Research unveiled this week from NewVoiceMedia reveals that $11 billion is lost by businesses in Australia each year following a bad customer experience – an increase of 38 percent and $3 billion from 2014. Related Posts Create a vision for your customer service education. It’s the experience.

Customer Service 63

Customer Service Education Contact Center Customer Experience 63

ijgolding

SEPTEMBER 24, 2015

During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Customer Guru

JULY 10, 2018

What is customer experience? Customer experience (CX) can be defined as the sum of the interactions between a customer and a business over the period of their relationship. A positive customer experience creates repeat and loyal customers. What is Social Media?

Customer Experience 115

Customer Experience Advertising Engineering Feedback 115

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

APRIL 18, 2017

Customer loyalty should be a year-round focus, and not just a monthly effort, but let’s take this month to celebrate. We need to obsess about creating such an amazing customer experience that our customers will want to do business with us and nobody else. People with customer service DNA and customer service hearts.

Customer retention 189

Customer retention Education Analytics Marketing 189

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Call Center Weekly

APRIL 25, 2018

EVERY customer contact is a retention opportunity!" Train your agents to look for ways to improve customer experience on every interaction. For instance, suggest automatic renewals, so customers avoid service interruptions. Minor frustrations, unfilled needs and finally a "trigger" event cause a breakup.

contact center associations 43

contact center associations Customer retention Contact Center Sales 43

ijgolding

AUGUST 18, 2014

The majority of readers of this Customer Experience Review are likely to have hired a car. I say that stories like these ‘almost’ saw me lose faith – and I say ‘almost’ as my experience with another rental company last week has gone a long way to restoring it. 15th August 2014. Sounds great.

Enterprise 108

Enterprise Customer Experience Benchmark Customer Service 108

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 The post 5 CRM Features Your Company Needs To Recharge Customer Experience appeared first on Win the Customer! The global CRM market grew 12.3 billion to $26.3

CRM 108

CRM Customer Experience Social media contact Sales 108

HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. Thu, 10/30/2014 - 19:59.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Can this gap continue indefinitely?

Customer Experience 105

Customer Experience Government Surveys Management 105

Customers That Stick

JANUARY 19, 2015

It has been a great run of mashed up customer service and customer experience tips, tricks and observations, but it’s time to evolve. Volume 37: November 2014 – The Sympathetic Holiday Shopper: To be open or not to be open on national holidays. When experience and service diverge.

Self service 100

Self service Customer Experience Customer Service 100

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? Established in 2014, EBI.AI

Customer Service 105

Customer Service Automotive Transportation Big data 105

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Wireless Self service Customer emotions 85

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging.

Construction 147

Construction Customer effort Customer Experience Feedback 147

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

aircall

DECEMBER 7, 2017

Spotahome’s customer experience team needs to be responsive around the clock to consistently reach that result. Spotahome initially managed bookings through individual emails and Google groups when the business launched in early 2014. This was the beginning of our Customer Experience education,” Bueno admits.

Customer Service 90

Customer Service Multichannel Education Call Center 90