Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Some brands have a certain reputation for going above and beyond in customer service. Astonishing Big Gains from Little Changes.

Consulting 392

Consulting Consulting Sales Customer Experience 392

ShepHyken

JUNE 23, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Gets Worse. by Katie Deighton (The Wall Street Journal) The average customer experience rating of U.S. companies hits a new low amid inflation and fallible customer-service chatbots.

Customer Service 174

Customer Service Chatbots Customer Experience Surveys 174

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 174

Customer Service Chatbots Surveys Personalization 174

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Beyond Philosophy

OCTOBER 4, 2018

These informative podcasts are designed to expand on the psychological ideas behind understanding customer behavior. Cognitive depletion is a concept we discussed in our book, The Intuitive Customer (Palgrave Macmillan, 2016). You can put it on a customer service survey or glean it from a customer quiz.

Government 353

Government CRM Personalization Customer Experience 353

Win the Customer

FEBRUARY 5, 2016

And that the greatest challenge for customer support professionals is tackling burnout? Kayako have recently surveyed a cross-section of customer support professionals to discover what motivates, excites and challenges them about their jobs and what challenges they face in 2016.

Customer Support 86

Customer Support Surveys Management Call Center 86

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Customer Service 145

Customer Service Airlines Marketing Banking 145

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

ShepHyken

AUGUST 4, 2016

If the culture is misaligned, though – if priorities are skewed, if there is distrust between leadership and employees, if there are significant obstacles to cooperation across departments, if employees don’t feel valued and morale is low – the impact on customer service is direct and immediate.

Analytics 202

Analytics Employee engagement Morale Surveys 202

Beyond Philosophy

MAY 24, 2016

A recent Keller Fay blog, for example, reported results from the 2016 Edelman Trust Barometer, an annual survey which measures the public’s trust in business, government, and institutions. You Also Might Like… 4 Ways to Get Word-of-Mouth With Customer Service.

B2B 236

B2B Government B2C Consulting 236

TechSee

JULY 20, 2021

These scheduling challenges are further exacerbated when the medical device is located in a remote location, far from the manufacturer’s service base, or when safety guidelines – related to COVID-19 or otherwise – do not allow technicians to enter the wards where the equipment is housed. Need for better customer service with medical devices

Healthcare 207

Healthcare Technical Support Call Center Wait times 207

Return Customer

JULY 10, 2019

More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen. Let’s check out a few important customer experience statistics as they foreshadow the future of customer service. Huffpost ). Image Source. Microsoft ). Accenture ).

Customer Service 109

Customer Service Journey mapping Advertising Chatbots 109

Nicereply

MAY 21, 2020

Based on a 2016 study by Spigit, 75% of companies want to improve their customer satisfaction and overall experience, and it is safe to assume that number only went up in recent years. One of the ways to do that is to make sure you’re getting as much customer feedback as possible, to help you guide your customer experience decisions.

Surveys 87

Surveys Feedback Customer Support Customer Service 87

Provide Support

NOVEMBER 8, 2016

4 Tactics to Keep Customer Satisfaction High in the Busy Holiday Season. With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush. According to NRF’s survey conducted by Prosper Insights, American consumers plan to spend an average $935.58

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 104

Customer Service Chatbots Surveys Customer retention 104

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service Chatbots B2B Customer Care 98

Aspect

DECEMBER 6, 2018

Every year, the customer service industry talks about the changing consumer landscape and how and how companies need to address their customers’ preferences RIGHT NOW or risk massive churn the likes of which contact centers around the world have never seen. Look at the obituaries written for voice in customer service.

Surveys 56

Surveys Customer Service Self service Contact Center 56

Nicereply

DECEMBER 17, 2024

It should go without saying that keeping our customers happy is always worth the effort. SaaS companies accomplish this in a multitude of ways, from providing excellent customer service to ensuring their product meets user needs. CES stands out from other metrics used in customer service through its focus on friction.

Customer effort 52

Customer effort SaaS Benchmark Surveys 52

ShepHyken

MARCH 23, 2018

63% of US CEOs are hiring , but they say it is more difficult to find the qualified workers they need (PwC 21st Annual Global CEO Survey). Situation : Your latest employee survey reveals a decline of trust in leadership. Empowering customer service employees to resolve problems in real time can help contain potential problems.

Airlines 209

Airlines Morale Benchmark Marketing 209

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden). Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. There are several low-cost methods of gathering feedback from your customers. Survey Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

CSM Magazine

MAY 23, 2016

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months and the digital transformation of organisations. Advice on how organisations can keep the customer at the heart of their digital transformation. About the Author.

Customer Experience 56

Customer Experience Employee engagement CRM Analytics 56

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. It seems that most companies are aware of the importance of responding to customer service requests quickly.

Customer Service 88

Customer Service Self service First call resolution Feedback 88

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. It found that you need to deliver high levels of service on all channels if you want to win and retain customers.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

Toister Performance Solutions

NOVEMBER 12, 2019

In reality, what matters most to the dealer is my survey score. An employee has directly asked me to give a good rating on their survey after every one of these service failures. Here's how surveys can make service failures worse. Does your survey focus on the wrong thing? I received a survey the next day.

Surveys 65

Surveys Feedback Metrics Customer Service 65

Aspect

JUNE 29, 2017

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 82

Customer Service Chatbots Surveys Customer retention 82

Contact Center Pipeline

JANUARY 4, 2017

You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact. This is the follow-up to our widely read 2016 report with year-to-year comparisons. […].

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services. Tangerine Telecom.

Chatbots 97

Chatbots Customer Service Wait times Technical Support 97

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. 2) Data (Via Surveys) About the Growing Consumer Preference for Chat. From Another Perspective.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

Taylor Reach Group

APRIL 9, 2020

A 2019 survey, which interviewed more than 6,000 consumers in Australia, Europe, the United Kingdom and the United States says 72% of respondents said, “I am loyal to a certain brand, but as soon as I have a bad experience with them, I move on.” ( Acquia Survey ). Providing poor CX is incredibly expensive!

Consulting 173

Consulting Consulting Contact Center Surveys 173

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

ProProfs Blog

FEBRUARY 13, 2020

Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. Customer Loyalty & Experience. Customer Engagement & Loyalty. Future of Customer Loyalty. How to Build Customer Loyalty. Live Chat & Customer Loyalty.

Customer retention 164

Customer retention Sales B2B Marketing 164

Fonolo

OCTOBER 10, 2017

At Fonolo, we’ve been preaching about the benefits of call-backs for many years, and survey data shows that the industry is responding as the percentage of call centers offering this option continues to grow. Call-backs can also be offered on a scheduled basis, where callers can choose a time slot in the future. (We

Surveys 64

Surveys Call Center Average Handle Time Contact Center 64