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

Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Customer Service staff are considered low level, low profile employees.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. You will find even more helpful resources posted as 2015 progresses. More Video.

Surveys 111

Surveys Customer centricity Education Customer Experience 111

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

24-7 InTouch

JULY 10, 2024

MESA, ARIZONA – JULY 10, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, announced today it is hiring over 600 customer service positions, including team leaders and operations managers, for its Mesa, Arizona campus.

Customer Service 52

Customer Service Automotive Technology Management 52

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #2: The Return of a Strong Economy Threatens a Customer Experience (CX) Focus.

Customer Service 418

Customer Service Customer Experience 418

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

Nextiva

JANUARY 7, 2022

On November 15, 2015, Slack, a chat app used by millions, went offline. It didn’t take long for customers to flock to Twitter with frustration. The post How to Create a Customer Service Philosophy to Inspire Your Team first appeared on Nextiva Blog. For most companies, this would’ve been catastrophic.

Customer Service 94

Customer Service Customer Experience 94

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. There are measurable steps companies can take to improve customer service.

Customer Service 117

Customer Service Metrics Surveys Healthcare 117

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. They are attuned to customer and client needs.

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

Nicereply

SEPTEMBER 6, 2022

A roundup of the best customer service articles from 2022—to help you learn something new, revisit long-standing topics, or simply enjoy. Achieving stellar customer support is a moving target, involving a mix of strategy, processes, policies, analytics, and even a little art. 2022’s top customer service blogs.

Customer Service 97

Customer Service Complaint resolution Agent burnout Customer Support 97

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. Why Cable Needs Great Customer Service.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

Kristina Evey

JANUARY 13, 2015

First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . What does this have to do with your business and the customer experience? I have great plans for all of us in 2015. Resolutions Don’t Work… HABITS Do. . EVERYTHING! . .

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

ShepHyken

SEPTEMBER 25, 2018

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Return Every E-Mail. Deliver Every Promise.

Journey mapping 248

Journey mapping Customer Experience Customer Service Management 248

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. No, really.

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. Absolutely not.”

Airlines 305

Airlines Consulting Consulting Customer centricity 305

The Center for Client Retention

OCTOBER 4, 2017

Sales and customer service are often thought of as separate entities and in a certain sense, they are. On the surface, sales personnel have the goal of maximizing the company revenue by selling more and gaining new customers. Now, salespeople not only have to be experts at selling, but experts at customer service as well.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

ProProfs Blog

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. Census records.

Customer Service 144

Customer Service Self service Customer Support Technical Support 144

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 91

Metrics Customer Service Surveys Journey mapping 91

Lumoa

OCTOBER 13, 2017

Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. Very often, your customers are already using social media to discuss your brand. Did they ask you a question?

Customer Experience 102

Customer Experience Advertising Airlines Feedback 102

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years.

Customer Service 97

Customer Service Multichannel B2C Banking 97

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 97

Customer Experience Metrics Feedback Banking 97

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Employee engagement 364

Employee engagement Consulting Consulting Enterprise 364

CX Journey

OCTOBER 13, 2015

Image courtesy of eurobasefulfillment1 Looking for some suggestions on how to improve your customer service and the overall customer experience? We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point?

Customer Experience 82

Customer Experience Airlines Customer Service 82

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015! So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104