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.

Customer Service 76

Customer Service Chatbots Government Customer centricity 76

ShepHyken

DECEMBER 18, 2017

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. Comm100) In this article, we’ll be exploring both the process of customer journey mapping and customer experience mapping, explaining the types of steps involved for each. So for now, read the first lesson and enjoy!

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. United Airlines and the Dollars and Cents of Customer Experience by Augie Ray.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

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

AUGUST 14, 2017

to your customers. I beg you, retailers, don’t digitize the in-store customer experience by Ben Davis. How to Justify the Importance of Customer Experience by Nitish Gautam. The answer lies in improving Customer Experience (CX). Will AI Replace Humans In The Customer Service Industry?

Customer Service 205

Customer Service Airlines Customer Experience Technology 205

ShepHyken

NOVEMBER 20, 2017

Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. Hence, unfortunately, when it comes to cost cutting or deprioritizing, customer experience initiatives are the first ones to face the brunt.

Customer Service 96

Customer Service Personalization Upselling Self service 96

ShepHyken

SEPTEMBER 4, 2017

My Comment: Want to now what your customers hate more than anything (when it comes to customer service)? Then read this article featuring five of the top “irritations” that customers in any business might experience. When The CMO Owns Customer Experience: 10 Top CMOs Share Their POV by Blake Morgan.

Customer Service 163

Customer Service Benchmark Customer Care Finance 163

ShepHyken

JUNE 12, 2017

Team level metrics The goal was to identify companies with successful support teams and see what metrics they used to assess performance and continually improve the customer experience. My Comment: This is an excellent roundup of 27 experts from many different companies talking about how they measure their customer service and support.

Customer Service 199

Customer Service Metrics B2C B2B 199

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

NOVEMBER 21, 2016

In a perfect world, if you did you would have a wonderful experience. But, we don’t live in a perfect world – and sometimes that experience will be a revelation of flaws with the CX and opportunities to improve customer experience. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it.

Customer Service 297

Customer Service Surveys Marketing Sales 297

ShepHyken

AUGUST 17, 2021

They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. Top Takeaways: – What’s needed to deliver an excellent customer experience is creativity and problem-solving. It’s right up there at the top of the list.

virtual call center 267

virtual call center Call Center Enterprise Customer Care 267

ShepHyken

AUGUST 7, 2017

Customer service and experience are more important than ever, and that is a trend that will continue. LinkedIn) So the first question you might be asking is: what in the world is a cheese monger and what could they possibly teach me about retail, marketing and customer experience? Turns out: a lot. by Neal Dlin.

Customer Service 150

Customer Service Chatbots Customer Care B2B 150

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

ShepHyken

MARCH 14, 2017

First Up: Shep Hyken’s opening comments focus on Salesforce’s State of Service Research Report , which shows that connected customers are going to reshape the service industry. Customer service and the customer experience are going to completely dominate the competitive nature of business. Keith Pearce. .

Enterprise 208

Enterprise Call Center Customer Care Marketing 208

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. For instance, when they go from email support to calling the customer service team. “A Attention to Detail.

Call Center 376

Call Center Technology Banking Contact Center 376

ShepHyken

JUNE 2, 2017

As customer service professionals, we have a hard time agreeing on what a “great customer experience” really is, and what’s truly possible. We hear stories about companies doing amazing things, but those sound disconnected from reality, given our own experience – they read like fairy tales. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. My Comment: The 2018 customer service and experience predictions continue to roll in.

Customer Service 0

Customer Service B2B Contact Center Technology 0

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. Craig Dalton , Planview, VP of Customer Experience, @Planview, LinkedIn. Dan Adika , WalkMe, Co-Founder and CEO, @DanAdika, [link].

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. That perfectly describes an omnichannel customer experience platform. Shep Hyken.

Self service 202

Self service APIs Surveys Analytics 202

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

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 195

Customer Support Brand ambassadors Scripts Customer Care 195

Netomi

JANUARY 5, 2022

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. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

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. Donna Peeples , Customer Experience Strategist. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC).

Customer Service 139

Customer Service Surveys Consulting Consulting 139

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? According to a recent PWC survey, customers value : Speed.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

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

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

TechSee

APRIL 3, 2018

Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer retention 141

Customer retention Technology Analytics Technical Support 141

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

Fonolo

NOVEMBER 29, 2017

A Focus on Customer Experience Strategies. How would you feel if 45% of your customers switched to a competitor who charged more for an equivalent product, simply because of a better customer experience ? Contact center leaders understand the value of the customer experience, and in 2017 they stepped up their game.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Vcaretec

JUNE 6, 2022

We’ve made it easy for you to check this off your list with our Big List of Customer Care Events and Conferences. Attendees come from all different industries representing various functions including: call center/contact center, customer care, customer service, customer experience, operations, IT/Tech support and more.

Customer Care 52

Customer Care Wireless Education Contact Center 52

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. This way, the focus will solely be on customer support, and you won’t miss any important emails regarding a different subject. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116