ShepHyken

JULY 16, 2018

Each week I read a number of customer service and customer experience articles from various resources. 7 Customer Service Lessons from the Best Uber Driver Ever by Neil Pasricha. Why Customer Churn is Inevitable if You’re Not Closing the Loop—At Every Level by Ian Luck. Follow on Twitter: @Hyken.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. fashion, home improvement, and electronics), but brick-and-mortar higher for customer service and returns and exchanges. No Googling, either. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 195

Customer Service Airlines CRM Employee engagement 195

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

Aspect

NOVEMBER 28, 2017

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

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 279

Customer Experience Big data Technology Chatbots 279

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

Beyond Philosophy

MARCH 22, 2017

McDonald’s plan to upgrade to the “Experience of the Future “ has much to teach us all about how to adapt to the changing expectations of today’s discerning (and demanding) customers. locations by fourth quarter 2017. To improve their customer service. McDonald’s rolls out the new experience to 2,500 U.S.

Entertainment 318

Entertainment Consulting Consulting Customer Experience 318

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

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

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

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. Source: Deloitte Millennial Survey. What makes managing a remote customer service team so daunting?

Management 162

Management Customer Service Best practices Entertainment 162

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Providing buyers with additional learning opportunities (via connecting them with customer references, helping them create an adoption approach, and providing them with customer evidence).

B2B 224

B2B Surveys Sales Marketing 224

GetFeedback

NOVEMBER 20, 2018

In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. So how do tap into how your customers really feel, then work to improve their satisfaction? . Why the average customer satisfaction survey doesn’t work. What do you think about us?

Surveys 102

Surveys CRM Feedback Airlines 102

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 Service Customer Experience Multi-channel support 38

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. Using it to create compelling content will be one of the biggest areas of impact for AIM when it comes to engaging customers.

Marketing 533

Marketing Advertising Big data Personalization 533

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. These numbers are staggering.

Chatbots 200

Chatbots Customer Support Healthcare Scripts 200

Teresa Allen

MARCH 7, 2017

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. So what is going on? study links here) 2.

Customer Service 101

Customer Service Employee engagement Surveys Marketing 101

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Part of our Avaya Oceana™ solution , it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. trillion text messages sent in 2017 alone. Do Survey Customers Through SMS. According to CTIA , there were 1.5

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? What do Kayako’s founders recommend?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

ShepHyken

AUGUST 14, 2020

Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand. It’s not just about interaction with sales or customer service. In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate.

Customer Experience 263

Customer Experience Entertainment Sales Advertising 263

TechSee

JUNE 25, 2019

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. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Customer Service 104

Customer Service virtual call center Self service Analytics 104

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 The service has become the focus of many market segments, providing a clear ROI in multiple service categories. 75% chose self-service as the preferred method of device installation. According to Gartner, Inc., billion devices in use worldwide. billion by 2020.

Customer Service 95

Customer Service Self service Technical Support Surveys 95

Contact Center Geek

OCTOBER 2, 2017

Did you know there is an official Customer Service Week to highlight the work of customer service employees? Customer Service Week is not specifically only for contact centers but many across the country have adopted it is their own holiday. This is our fourth CSAW at my current company.

Customer Service 48

Customer Service Contact Center Feedback Surveys 48

CX Accelerator

FEBRUARY 12, 2018

In 2017, VoC maturity is still an issue. Or it can come into the company outside the formal survey process like chat or email strings, or call recordings. It can even be in the form of free text responses in surveys. And, survey fatigue and other reasons pop up as to why customers are not providing feedback.

Feedback 140

Feedback Surveys Customer advocacy Customer effort 140

ProProfs Blog

DECEMBER 14, 2018

So, how do you collect the most relevant feedback from your customers? Most companies use traditional channels like email, review websites, forums, web-based support portals, and surveys. But this could be a missed opportunity to demonstrate that your company really cares about great customer service. 1 Social listening.

Feedback 145

Feedback Surveys Analytics Customer Support 145

ProProfs Blog

JULY 19, 2019

The impact of the digital age on the customers’ decision making can be simplified down to: More options. More influence over other customers. For 96% of customers, customer service is important for brand loyalty. Understanding Customer Experience: The Customers’ Point-of-View. More switching power.

Customer Experience 140

Customer Experience Airlines Employee engagement Surveys 140

Provide Support

MAY 9, 2017

New Customer Service Trends. No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Customer service trends topic is one of the most discussed today.

Customer Service 49

Customer Service Surveys Customer Experience 49

LiveChat

JANUARY 11, 2017

Have you already made some plans on how you want to approach your customer service in 2017? In today’s post, I’ll discuss why first contact resolution is so important , why it should be your main goal to improve it in 2017 and how you can go about doing that. For starters, it’s better than fast customer service.

Metrics 55

Metrics Surveys Customer Service Customer Experience 55

Provide Support

DECEMBER 19, 2017

The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. Read more.

B2C 63

B2C Customer Service B2B Surveys 63

Taylor Reach Group

MAY 1, 2020

In a recent post, we looked at the cost of providing a poor Customer Experience (CX). Here we’ll look at how direct feedback from customers can be gathered with little expense and lead to significant process improvements. There are several low-cost methods of gathering feedback from your customers. Survey Them.

Consulting 140

Consulting Consulting Surveys Feedback 140

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

SharpenCX

DECEMBER 23, 2019

The American Express 2017 Customer Barometer Survey found that 62% of customers said a representative’s knowledge or resourcefulness was key to their positive service experience. An agent who lets their bad attitude seep into the customer service experience flips the script and diminishes trust.

Contact Center 107

Contact Center Customer Service Coaching Contact center software 107