ShepHyken

DECEMBER 10, 2018

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 December 10, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 246

Customer Service Customer Experience Customer Care 246

ShepHyken

APRIL 9, 2018

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 April 9, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 238

Customer Service Chatbots Feedback Consulting 238

ShepHyken

APRIL 2, 2018

My Comment: Here’s a short, but excellent, article on the right way to do a customer survey – at the right time, the right length, the right questions, and how to use the results. Sales & Happy People, Guaranteed: Customer Support That Works by Lightricks. Medium) Ever been put on hold for three hours?

Customer Service 138

Customer Service Self service Surveys Scripts 138

ShepHyken

FEBRUARY 19, 2018

15 Surprising Customer Experience Statistics and How Training Can Help by Mindflash. Mindflash) The secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. Follow on Twitter: @Hyken.

Customer Service 212

Customer Service Self service Chatbots CRM 212

ShepHyken

SEPTEMBER 10, 2018

Five Musts For Delivering ‘Legendary’ Customer Care On Social Channels by Andrew Kokes. Forbes) In today’s disruptive business economy, in order to create distinctiveness for a brand online, it is imperative to have social customer care that is more than good — or even great. It must be legendary.

Customer Service 35

Customer Service Customer Care Chatbots Personalization 35

ShepHyken

JANUARY 15, 2018

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 January 15, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Surveys Banking Marketing 0

ShepHyken

SEPTEMBER 3, 2018

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 September 3, 2018 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

AUGUST 13, 2018

Here are eight ways you can thank your best customers. Chain Store Age) Alliance Data’s 2018 “ Rules of NextGen Loyalty ” study validates an emerging trend happening with today’s younger consumers: Not only are they financially conscious, they’re also heavily influenced by cost when it comes to purchasing decisions.

Customer Service 180

Customer Service B2C B2B Customer retention 180

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? Digital Transformation. Plan to join us!

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Articles, Videos & Podcasts from 2018. Top Cartoon for 2018. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. Create a game-changing experience for your customers, and in the process, make your competition irrelevant.

Customer Service 309

Customer Service Technology Customer Care Customer Experience 309

Contact Center Pipeline

DECEMBER 26, 2018

If you blinked in 2018, you may have missed the latest developments in today’s digital B2C and B2B environments. What were the biggest technology-related concerns for customer care and contact center leaders in the past year? Advances in technology continue to accelerate an exponential rate. Read on to find out!

Contact Center 113

Contact Center Technology B2C B2B 113

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Government Contact Center Healthcare 94

Fonolo

OCTOBER 9, 2018

Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah.

Customer Care 78

Customer Care Gamification industry standards Service level 78

CCNG

OCTOBER 19, 2022

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. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

NOVEMBER 29, 2017

Ultimately, every call center needs to make decisions from the perspective of their customers. Here are trends for 2018 that are sure to shake up the industry. A Focus on Customer Experience Strategies. This is a challenge for companies today and it will only get tougher in 2018. 9 Critical Contact Center Trends for 2018.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

ShepHyken

FEBRUARY 18, 2019

Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. SmarterCX) From the continued growth of ecommerce to the rise of experiential retail, 2018 saw a number of changes within the retail industry.

Customer Service 169

Customer Service Technology Analytics Customer Care 169

InTheChat

JANUARY 10, 2019

In our last post, we talked about the difficulty of balancing the excitement that the limitless potential of digital technology inspires against the practical realities of implementation on a large scale, which led us to ask: Wasn’t 2018. The post Wasn’t 2018 supposed to be the year of the chatbot? What happened?

Chatbots 93

Chatbots Technology Customer Care Contact Center 93

ShepHyken

DECEMBER 7, 2018

Read Shep’s latest Forbes article: Give A Valuable Gift: The Top 10 Business Books For 2018. The post Guest Blog: How Texting Has Become An Essential Customer Service Tool appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 304

Customer Service Healthcare Management Customer Care 304

Russel Lolacher

MARCH 8, 2020

Microsoft , in their 2018 Global State of Customer Service Report, found 77% of Millennials and 60% of GenX have a more favourable view of organizations that respond to customer service questions and complaints on social media. The post 3 Reasons to Take Millennials Customer Care Seriously appeared first on Russel Lolacher.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

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. Today’s customer support landscape is more than just email. Meet Mor and Yoni, two of the Lightricks support team all-stars.

Customer Support 199

Customer Support Brand ambassadors Scripts Customer Care 199

ShepHyken

NOVEMBER 7, 2017

Great Clips knows their customers, when they last came in for a haircut, and when they need to come back for the next one. They understand what the customers want and what’s important to them. The Great Clips Five Steps to Customer Care: 1. Greet the customer when they come in, with eye contact.

Wait times 197

Wait times Consulting Consulting Customer Care 197

Toister Performance Solutions

JUNE 14, 2018

Gopher Sport won the 2018 award for Best Small Contact Center. The company is a client of mine and I've been consistently impressed with the customer care team and it's commitment to service. The company is a client of mine and I've been consistently impressed with the customer care team and it's commitment to service.

Contact Center 78

Contact Center Education Customer Care Coaching 78

Global Response

OCTOBER 1, 2018

The theme of Customer Service Week this year – which runs from Oct. It celebrates the point where customer and service professionals meet, says more. The post Customer Service Week 2018: Excellence Happens Here at Global Response appeared first on Global Response. 1 through 5 – is “Excellence Happens Here.”

Customer Service 78

Customer Service Customer Care 78

Interactions

JULY 11, 2018

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center.

Customer Care 54

Customer Care 54

Call Center Weekly

JANUARY 24, 2018

We already know that customer experience is now the #1 competitive differentiator , but I believe brands that work across departments to deliver useful digital content will have the greatest opportunity to retain existing customers and attract new ones in 2018. And if Facebook’s not your thing, YouTube works!)

Education 149

Education Contact Center Customer Care Customer Experience 149

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken.

Customer Experience 275

Customer Experience Big data Technology Chatbots 275

ijgolding

JANUARY 22, 2018

The Customer Contact Week annual winter conference is the world’s largest customer contact event series, packed with exhibitors, speakers, and workshops that allow customer care, CX, and contact center leaders to come together for an unforgettable experience, and leave ready to make a difference for their customers.

Customer Experience 76

Customer Experience Abandon rate Contact Center Customer Care 76

Interactions

SEPTEMBER 5, 2018

SEPTEMBER 5, 2018 There are many who would say that Natural. Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center.

Customer Care 48

Customer Care 48

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 159

Customer Experience Customer retention Contact Center Analytics 159

Nicereply

MARCH 23, 2021

Manage the contact with the customer ever step of the way. What we are doing today should always be something that would make the customer want to come back the next time – every time! Shep Hyken (@Hyken) February 1, 2018. Customer Service Experts, Writers, Consultants, and Influencers. Customer Service Podcast Hosts.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ShepHyken

NOVEMBER 14, 2017

He is co-host of the “Experience This” podcast with customer thought leader, Dan Gingiss. In his upcoming book, “Never Lose a Customer Again,” (scheduled for publication March 2018) he shares strategies and tactics for turning one-time purchasers into lifelong customers.

Customer Experience 185

Customer Experience Sales Customer Service Personalization 185

Cisco - Contact Center

DECEMBER 18, 2017

Here are six things we foresee for the customer care industry in 2018. Cisco's contact center business has held number-one market share in North America for four straight quarters.

Contact Center 41

Contact Center Customer Care Marketing Customer Service 41

TechSee

APRIL 10, 2019

This initiative is the continuation of Verizon’s efforts to improve customer experience in telecoms, and the results of past CX projects speak for themselves. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S. Business Wireline Satisfaction awards.

Customer Experience 154

Customer Experience Customer centricity Interactive Voice Response Wireless 154

LiveChat

FEBRUARY 13, 2018

Bot creation is considered to take a center stage by the year 2021 and these changes will start picking up in 2018 henceforth. In today’s world, many people are talking to each other via text messages such as customer care, Facebook messenger and generally on social media. Crypto-tokens and blockchains for messengers.

Chatbots 50

Chatbots Big data Advertising Technology 50

DMG Consulting

MAY 7, 2018

DMG Consulting Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. What: Releases 2018 Knowledge Management Product and Market Report. When: Today, 12 March 2018. The KM market has come alive in 2018.

Consulting 48

Consulting Consulting Marketing Management 48

Fonolo

JULY 9, 2018

Put your hands together and give it up for the 2018 winners of Fonolo’s Customer Experience Excellence Awards! With Fonolo’s pivotal cloud-based call-back technology, the 2018 recipients have gone above and beyond in eliminating hold time while giving precious time back to their customers. It’s that special time of year.

Customer Experience 52

Customer Experience Abandon rate Banking Contact Center 52