ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more. Follow on Twitter: @Hyken.

Customer Service 77

Customer Service Chatbots Government Customer centricity 77

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business. My Comment: Social customer care has become mainstream in the customer service world. Follow on Twitter: @Hyken.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

DECEMBER 18, 2017

The author has an interesting twist and discusses the move from a customer journey map to a customer experience map. The focus is on both the acquisition of a new customer as well as the retention of that customer. The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

Customer Service 168

Customer Service Benchmark Customer Care Finance 168

ShepHyken

AUGUST 14, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 211

Customer Service Airlines Customer Experience Technology 211

ShepHyken

NOVEMBER 20, 2017

Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis. Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . Memory” can be a big part of that.

Customer Service 97

Customer Service Personalization Upselling Self service 97

ShepHyken

JUNE 12, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of June 12, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 203

Customer Service Metrics B2C B2B 203

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. I have just read a great new book called Value-ology Palgrave McMillan, 2017.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

ShepHyken

AUGUST 21, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of August 21, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 47

Customer Service Customer centricity Customer Support Customer Care 47

ShepHyken

AUGUST 17, 2021

When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that’s the customer directly or the supervisor at the company they’re supporting. in 2017 after 10 years with the company in senior leadership roles.

virtual call center 273

virtual call center Call Center Enterprise Customer Care 273

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.

Customer Service 155

Customer Service Chatbots Customer Care B2B 155

ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

Customer Service 299

Customer Service Surveys Marketing Sales 299

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. PwC, 2017). Customer Centricity Are you obsessed with your customers?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). 82% of customers have left a company because of a bad customer service experience.’ – (Source: Rightnow).

Customer Experience 277

Customer Experience Big data Technology Chatbots 277

ShepHyken

MARCH 14, 2017

According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. Further, empowered customers expect their customer service to be personalized. How does AI fit into the customer experience? How can customer service differentiate you from your competition?

Enterprise 208

Enterprise Call Center Customer Care Marketing 208

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Artificial Intelligence.

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Erin Fogerty, Affinio, Senior Customer Success Manager, @efogess, LinkedIn. Check here to see if you made the cut and get your badge!

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ShepHyken

JUNE 2, 2017

Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. 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

MARCH 9, 2018

Gartner also reported that by 2020, 72% of customer interactions will involve an emerging technology such as machine-learning applications, chatbots or mobile messaging, up from 11% in 2017. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

ShepHyken

JANUARY 27, 2017

Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. While investing in CRM seems like a no-brainer, the customer service modules are becoming more advanced.

Technology 250

Technology Customer Service Management CRM 250

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close.

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Meet Mor and Yoni, two of the Lightricks support team all-stars. Ever been put on hold for three hours? Still not sure?

Customer Support 201

Customer Support Brand ambassadors Scripts Customer Care 201

Callminer

FEBRUARY 23, 2021

For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service. Customers want a variety of channels to contact your agents. In 2017, Microsoft uncovered most people contact a company using three separate channels.”

Call Center 376

Call Center Technology Banking Contact Center 376

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Bruce Temkin , a customer experience transformist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Bright Pattern

JANUARY 22, 2019

Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best Customer Care in 2017. So, what’s the secret to delivering exceptional live chat support?

Customer Care 43

Customer Care Best practices Contact Center 43

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

DMG Consulting

NOVEMBER 1, 2017

DMG Consulting Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. What: Releases 2017 Workforce Optimization Mid-Year Market Share Report. When: Today, 1 November 2017. million between the first half of 2016 and 2017.

Consulting 48

Consulting Consulting Marketing Gamification 48

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Enterprise 48

Enterprise Contact Center Cloud contact Banking 48

ShepHyken

MAY 5, 2017

Common customer frustrations include having to repeatedly explain a problem to multiple people and the inability to find a quick answer to a simple question. Forrester predicts that in 2017 “a new wave of technologies that remake industries and customer experience will begin to emerge.”

Self service 205

Self service APIs Surveys Analytics 205

DMG Consulting

JANUARY 17, 2018

DMG Consulting Releases 2017 – 2018 Workforce Optimization Product and Market Report. What: Releases 2017 – 2018 Workforce Optimization Product and Market Report. New architectures and intelligent automation position WFO sector to suceed. To order your copy of the Report, visit www.dmgconsult.com.

Consulting 48

Consulting Consulting Marketing Gamification 48

DMG Consulting

NOVEMBER 29, 2017

DMG Consulting Releases 2017-2018 Cloud-Based Contact Center Infrastructure Market Report. 11/30/2017. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. What: Releases 2017 – 2018 Cloud-Based Contact Center Infrastructure Market Report. When: Today, 30 November 2017.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. Image source: Customer Care Measurement and Consulting.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. The average person spends two hours on social media every day. – CTV news (2017).

Customer Care 45

Customer Care Advertising Feedback Customer centricity 45