ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. Want Loyal Customers?

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” Here are my top five picks from last week.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Appearing to Care by Seth Godin. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. Here are my top five picks from last week.

Customer Service 214

Customer Service Airlines Customer Experience Technology 214

ShepHyken

MARCH 20, 2017

Each week I read a number of customer service articles from various online resources. No More Nonpologies: Apologize to Customers Like You Mean It by Leslie O’Flahavan. If the customer is willing to share their phone number with you, treat it with respect it deserves. Here are my top five picks from last week.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

APRIL 17, 2017

Each week I read a number of customer service articles from various online resources. Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Social media gives customers a loud voice and a huge platform. Follow on Twitter: @Hyken.

Airlines 198

Airlines Customer Service Customer retention Customer Care 198

ShepHyken

DECEMBER 18, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience Mapping: How to Create Smoother, More Effortless Journeys by Hutch Morzaria. The author has an interesting twist and discusses the move from a customer journey map to a customer experience map. It’s a tease.

Journey mapping 198

Journey mapping Customer Service Personalization Customer Experience 198

ShepHyken

SEPTEMBER 4, 2017

Each week I read a number of customer service and experience articles from various online resources. The top five things you hate most about customer service by Sarah Ingrams . Whether you’re buying new gadgets, planning a holiday or managing your finances, everyone has to deal with customer service from time to time.

Customer Service 170

Customer Service Benchmark Customer Care Finance 170

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. Stats and facts prove that a personalized experience allows you to upsell, cross-sell and create customer loyalty.

Customer Service 97

Customer Service Personalization Upselling Self service 97

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Follow on Twitter: @Hyken.

Customer Service 205

Customer Service Metrics B2C B2B 205

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. 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

ShepHyken

AUGUST 21, 2017

Each week I read a number of customer service and experience articles from various online resources. Tips On How To Handle Racist Customers by Kelechi Okeke. CXService360) What do you do when a customer hurls racist remarks at an employee (you) or other customers? Will it frustrate customers?

Customer Service 47

Customer Service Customer centricity Customer Support Customer Care 47

ShepHyken

AUGUST 7, 2017

Each week I read a number of customer service and experience articles from various online resources. Is The Customer Service “Department” Becoming Obsolete? My Comment: This is an interesting article with a provocative title: “Is the Customer Service Department Becoming Obsolete?” by Mike Wittenstein.

Customer Service 157

Customer Service Chatbots Customer Care B2B 157

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 253

Technology Customer Service Management CRM 253

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 189

Customer Service Chatbots Advertising Technology 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. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service B2B Contact Center Technology 0

ShepHyken

AUGUST 17, 2021

The Uncommon Soft Skills That Make Up the Best Customer Service Representative. They discuss the three most uncommon soft skills that make up the best customer service reps: Creativity, Coordinating with others, and Cognitive Flexibility. in 2017 after 10 years with the company in senior leadership roles.

virtual call center 274

virtual call center Call Center Enterprise Customer Care 274

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 279

Customer Experience Big data Technology Chatbots 279

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014). more likely to buy again, 5.6x

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 139

Customer Service Surveys Consulting Consulting 139

ShepHyken

MARCH 14, 2017

Keith Pearce From Salesforce Talks About Your Most Competitive Differentiator: Customer Service. What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Shep Hyken interviews Keith Pearce, VP Product Marketing, Salesforce Service Cloud.

Enterprise 208

Enterprise Call Center Customer Care Marketing 208

Callminer

FEBRUARY 23, 2021

A new need for more adaptive service options, including improved omnichannel customer experience, has shown up as a strong trend with few signs of letting up. 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.

Call Center 376

Call Center Technology Banking Contact Center 376

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 is one of the biggest examples to date that emphasizes on the importance of customer service recovery. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. 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

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. Shreesha Ramdas , Strikedeck, CEO, @shreesha, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Gamification Contact Center 122

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. Today’s AI-based customer service chatbots still require human intervention to help provide that context, enabling a better understanding of the bigger picture.

Chatbots 95

Chatbots Customer Service Customer Care Customer centricity 95

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Customer service is becoming simultaneously more complex, and more crucial to success.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Provide Support

SEPTEMBER 6, 2017

By delivering great customer support on social media, you can truly build stronger relationships with customers and improve customer loyalty. In fact, according to Aberdeen, companies that have a well-crafted social customer service approach experience 92% customer retention.(.). Read more.

Customer Service 70

Customer Service Customer retention Customer Support Customer Care 70

TechSee

APRIL 10, 2019

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. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

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. Research from Genesys says the use of chatbots has doubled since 2017.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Provide Support

JUNE 6, 2017

And if your employees don’t feel valued, neither will your customers. Companies like Zappos, Southwest Airlines and Ritz-Carlton Hotels have one thing in common – they are worldwide famous for providing excellent customer service and having friendly employees. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 65

Customer Service Airlines Employee engagement Best practices 65

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

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Technology Self service Call Center 116

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. There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Fonolo

NOVEMBER 29, 2017

Contact center leaders understand the value of the customer experience, and in 2017 they stepped up their game. Companies have come to realize that the customer experience has a direct effect on loyalty and, accordingly, the trend is expected to continue in and beyond 2018. FCR is Undeniably the Most Important Metric.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

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