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Social customercare is a viable customer support channel that every company should be considering, if they haven’t already done so. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Follow on Twitter: @Hyken.
A Pop Culture Guide to CustomerCare Training by Matt Searfoss. TCFCR) Looking for a guide to build your customercare training session off of? For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Here are my top five picks from last week.
4 Simple Yet Innovative Tips To Boost CustomerCare (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customercare operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.
ROI’s on the Prize: Twitter Links Social CustomerCare and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Be sure to read through the entire article as there are some good suggestions to focus on in 2017.
This year, attendance at several Customer Service sessions reportedly doubled from last year. My Comment: The Social Media Marketing World 2017 conference concluded just over a week ago, and one of the major tracks was the social customercare track, headed up by Dan Gingiss and Daniel Lemin. Want Loyal Customers?
My Comment: My friend and colleague Jay Baer, author of Hug Your Haters, is an expert on social media and customer service. The author of this article, Matt Hunkler, reports on three of Jay’s thoughts regarding social customercare. There is One Quality that Builds Loyalty and Trust by Renuka Rayasam . Follow on Twitter: @Hyken.
(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 customercare is something that too many companies ignore – or don’t pay close enough attention to.
My Comment: If you’ve been following me at all you know I’m a huge fan of social media customercare. 3 Tips for Successful Social Customer Service by Krysta Gahagen. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.
How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customercare 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.
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 customercare has become mainstream in the customer service world. Follow on Twitter: @Hyken.
Getting More Referrals = Letting People Your CustomersCare 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.
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.
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 CustomerCare Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.
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.
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 customercare, and companies striving for success today must meet or even exceed it. . Memory” can be a big part of that.
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-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.
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.
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.
(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 customercare.
4 Simple Yet Innovative Tips To Boost CustomerCare (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customercare operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.
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?
.’ – (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).
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?
Cloud contact center deployments that began in customercare 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 customercare. Digital Transformation. Artificial Intelligence.
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!
Sprint Wireless overhauled their customercare 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.
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.
(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.
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.”
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.
Forced to listen to fake-happy ‘customercare’ 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?
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.
Signs.com is leading the way, and their stellar work earned them the recognition of the ICMI Global Contact Center Awards for Best CustomerCare in 2017. So, what’s the secret to delivering exceptional live chat support?
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 2017Customer Rage Study appeared first on CustomerCare Measurement & Consulting (CCMC).
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 2017Customer Rage Study appeared first on CustomerCare Measurement & Consulting (CCMC).
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 2017Customer Rage Study appeared first on CustomerCare Measurement & Consulting (CCMC).
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 customercare.
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.
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.”
The second study is the 2020 National Customer Rage Study from CustomerCare 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: CustomerCare Measurement and Consulting.
74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customercare – Microsoft . The secret weapon in social customercare 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).
We’ve made it easy for you to check this off your list with our Big List of CustomerCare Events and Conferences. Attendees come from all different industries representing various functions including: call center/contact center, customercare, customer service, customer experience, operations, IT/Tech support and more.
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