ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Customer Service 137

Customer Service Self service Surveys Scripts 137

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Customer Service 209

Customer Service Personalization Self service Metrics 209

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Chain Store Age) One bad experience can turn off a customer. My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey.

Customer Service 215

Customer Service B2B Personalization Enterprise 215

ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 196

Customer Service Entertainment Customer Care Customer Experience 196

ShepHyken

MARCH 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. What’s the Difference Between Customer Satisfaction and Customer Loyalty? HubSpot) Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand.

Customer Service 202

Customer Service Chatbots Contact Center Marketing 202

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. The future is now!

Customer Service 195

Customer Service B2C B2B Feedback 195

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 192

Customer Service Airlines CRM Employee engagement 192

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend. Will they be eliminated?

Customer Service 222

Customer Service Customer Experience Surveys Customer Support 222

CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. That’s why I’m passionate about customer service.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer Contact Center 207

ShepHyken

FEBRUARY 23, 2021

After surveying over 10 million web pages, 98% of those pages failed to be completely accessible. In 2018, the Department of Justice said business websites are also considered places of public accommodation. The ADA (Americans with Disabilities Act) states that public places of accommodation need to be accessible to everybody.

Morale 70

Morale Advertising Surveys Technology 70

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. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 174

Customer Service Chatbots Surveys Personalization 174

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Examples of AI-Driven Personalized Customer Service. Virtual Assistants.

Personalization 157

Personalization Customer Service Chatbots Virtual Agent 157

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

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. This makes good business sense.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. How to overcome those challenges?

Customer Experience 133

Customer Experience Big data Customer centricity Technology 133

C3Centricity

DECEMBER 31, 2018

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). And customer satisfaction is becoming insufficient to drive growth alone. All brands and services need to choose a group of customers that they are going to satisfy, since it is impossible to satisfy everyone most of the time.

Journey mapping 117

Journey mapping Marketing Personalization Surveys 117

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. Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. Those resources are: Product demos.

B2B 213

B2B Surveys Sales Marketing 213

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

Toister Performance Solutions

SEPTEMBER 27, 2018

The formula for good customer service is pretty simple. Customer service quality is the extent to which the experience meets the customer's expectations. Of course, you have to know what customers expect. Of course, you have to know what customers expect. population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. Customer experience (CX) is being talked about and thrown around in so many boardroom conversations. Online Reviews and Customer Service.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

PeopleMetrics

JANUARY 13, 2025

Back in 2018, I wrote Listen or Die to help businesses understand one fundamental truth: if you dont listen to your customers, you wont survive. Lesson #1 in Listen or Die laid the foundation: customer centricity isnt a buzzword or a marketing sloganits a commitment to action. And the list goes on.

Customer centricity 71

Customer centricity B2B Feedback Surveys 71

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 can we improve?

Surveys 102

Surveys CRM Feedback Airlines 102

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

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. For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). The post Guest Blog: Which Road Is Your Customer Experience On?

Customer Experience 271

Customer Experience Big data Technology Chatbots 271

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. They had greater employee engagement and more loyal customers. Situation : A top goal for 2018 is hiring key talent. Distrust of leadership.

Airlines 209

Airlines Morale Benchmark Marketing 209

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. Increased Pressure to Showcase Real ROI.

Contact Center 16

Contact Center First call resolution Metrics Call Center 16

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

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

Lumoa

FEBRUARY 6, 2018

Every each of them answered the following questions: How do you see the future of customer experience? What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? Stop surveying your customers and start listening to them. Marketing, Customer service.

Customer Experience 121

Customer Experience Customer centricity Education Consulting 121

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.

Chatbots 194

Chatbots Customer Support Healthcare Scripts 194

GetFeedback

DECEMBER 27, 2018

Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Survey purpose. Survey length.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Return Customer

JULY 10, 2019

More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen. Let’s check out a few important customer experience statistics as they foreshadow the future of customer service. Huffpost ). Image Source. Microsoft ). Accenture ).

Customer Service 109

Customer Service Journey mapping Advertising Chatbots 109