ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. by Anand Subramaniam.

Journey mapping 210

Journey mapping Customer Service Customer centricity Chatbots 210

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. One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. My Comment: Personalization is a hot topic.

Customer Service 96

Customer Service Personalization Upselling Self service 96

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

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Customer service expert Chip Bell has come up with a concept he calls “impulse service.” The future is now!

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

APRIL 10, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience Through Customer Data by Daniel Newman. My Comment: This short article showcases the growing trend of personalizing a customer’s experience. Here are my top five picks from last week.

Customer Service 200

Customer Service Self service Analytics Customer Experience 200

ShepHyken

OCTOBER 30, 2017

Each week I read a number of customer service articles from various online resources. 4 Steps to Enhancing the Customer Experience with Social Media by Alison Zeringue. Columnist Alison Zeringue shares tips for improving customer service and delighting consumers publicly through your social channels.

Customer Service 60

Customer Service Marketing Customer Experience Technology 60

ShepHyken

OCTOBER 16, 2017

Each week I read a number of customer service articles from various online resources. My Comment: This article starts with the following sentence: “Your frontline employees, like your sales associates, technicians and customer service reps, often know what’s wrong in your company before you do.” Engage your front liners.

Customer Service 196

Customer Service Marketing Customer Experience Sales 196

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. Make it all about them.

Customer Service 199

Customer Service Metrics B2C B2B 199

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Customer Service 72

Customer Service Self service Accountability Customer Experience 72

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. They help businesses take essential decisions and optimize their strategy and workflows, but how do you know if an artificial intelligence platform can h elp you build a more engaging, personal connection with customers – and improve your metrics?

Customer Service 270

Customer Service Chatbots Contact Center Metrics 270

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Customer Service 149

Customer Service Self service Customer retention B2B 149

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

Customer Service 250

Customer Service Chatbots Customer Experience Personalization 250

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 242

Technology Customer Service Management CRM 242

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 198

Customer Service outsourcing Contact Center Customer Support 198

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

ShepHyken

JANUARY 4, 2017

To kick off the start of 2017 I could share my “Top Seventeen Ways to Deliver Great Customer Service in 2017.” One of the most important ways to improve customer service is to make sure that everyone in an organization (company) is in alignment with the customer service and/or experience vision.

Journey mapping 250

Journey mapping Customer Service Sales Personalization 250

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 271

Customer Experience Big data Technology Chatbots 271

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. This is a key personality trait.

virtual call center 267

virtual call center Call Center Enterprise Customer Care 267

ShepHyken

JULY 24, 2017

Each week I read a number of customer service and experience articles from various online resources. What do older generations want from customer service? The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation.

Customer Service 134

Customer Service Self service Accountability Customer Experience 134

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

SharpenCX

NOVEMBER 17, 2021

They have growing customer retention despite more competitors on the playing field. And, Spotify’s subscriber base has nearly doubled since 2017. And that’s why this month we’re crushing on Spotify’s customer retention strategy. Here are a few reasons we admire Spotify’s customer experience strategy.

Customer retention 145

Customer retention Personalization Accountability Customer Experience 145

Contact Center Pipeline

JULY 11, 2017

In May 2017, the International Customer Management Institute (ICMI) recognized Bob Furniss, VP, Global Service Cloud Practice, Bluewolf, an IBM Company, with its Lifetime Achievement Award.

Contact Center 213

Contact Center Personalization Management Customer Service 213

ShepHyken

MARCH 9, 2020

Each week I read a number of customer service and customer experience articles from various resources. Chatbots Make There 3 Customer Experience Improvements Possible by Rose de Fremery. According to Gartner, the average person will have more conversations with bots than their spouse by 2020. So is the word guest.

Customer Service 156

Customer Service Chatbots Customer Experience Personalization 156

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. By combining the two worlds, we can now see major advancements in the field of customer service, education, fitness, communication and much more. Shep Hyken.

Government 234

Government Technology Benchmark call center software 234

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

ShepHyken

SEPTEMBER 15, 2017

Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. AIM will allow brands to dive deep the realm of keyword search, blogs, customer surveys, social media profiles and all sorts of other online data.

Marketing 512

Marketing Advertising Big data Personalization 512

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Multichannel 158

Steve DiGioia

JANUARY 9, 2017

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Personalized Advertising.

Advertising 100

Advertising Self service Personalization Technology 100

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

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Tue, 09/12/2017 - 23:48. Make sure you’re prepared.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

Beyond Philosophy

DECEMBER 26, 2017

Linkages between employee behavior and customer behavior. In a recent Forbes article by Christine Comaford , she reported on the results of a 2017 Temkin Group CX Management Survey of 180 organizations with $500 million in annual revenues. . – Emotional drivers of employee behavior. Evaluate each of the attributes based on.

Surveys 279

Surveys Enterprise Consulting Consulting 279

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. What makes managing a remote customer service team so daunting? Every person has a different understanding and perspective of everything in general.

Management 162

Management Customer Service Best practices Entertainment 162

SharpenCX

DECEMBER 23, 2020

We see a glimpse of light, and the thought of a better year has our wheels turning on how to improve our businesses, fine-tune our operations, and deliver outstanding customer service, without the barrage of stressors we felt in 2020. Read Next] The future of customer service in a post-covid world.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

ShepHyken

JUNE 28, 2019

But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 289

Contact Center Self service Banking Airlines 289