ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. The pandemic made these elements even more crucial in 2020 and will continue to do so into 2021. Customer Support Channels to Develop in 2021. Going into 2021, consumers want to simplify their lives. Social Media.

Chief Customer Officer 305

Chief Customer Officer Call Center Consulting Consulting 305

ShepHyken

JUNE 7, 2021

My take is that the interview is combining elements of a survey and focus group. strategy+business) In a recent PwC customer survey, almost 60% of B2B customers reported they had never had an experience with a brand that made them feel special. Here she talks about how to conduct a customer interview. Interesting concept!

Customer Service 361

Customer Service Customer centricity Government Upselling 361

CX Global Media

JANUARY 27, 2021

Social Customer Care Lessons for 2021 and Beyond – CX Quick Tips on CX Global Media TV with Russel Lolacher How is social customer care. The post What is Social Customer Care in 2021 [VIDEO] appeared first on Customer Experience Strategy and Tactics.

Customer Care 296

Customer Care Customer Experience Surveys 296

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. Seventy-five percent surveyed are more likely to be loyal to a company or brand that delivers a personalized customer experience. . One of the questions had to do with creating a personalized experience. . Well, it is!

Personalization 435

Personalization Airlines Customer Experience Surveys 435

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. My Comment: Reading surveys and feedback from our customers tells you if you’re doing a good job. The post 5 Top Customer Service Articles of the Week 7-26-2021 appeared first on Shep Hyken.

Customer Service 276

Customer Service Customer retention Contact Center Upselling 276

ShepHyken

JUNE 14, 2021

Our recent study/survey confirmed that to customers, this is “very important” or “important” to their decision to come back to a business. Retailers Reflect on the Future of Stores – Store Management for 2021 & Beyond by RETHINK Retail. The post 5 Top Customer Service Articles of the Week 6-14-2021 appeared first on Shep Hyken.

Customer Service 261

Customer Service Customer retention Personalization Surveys 261

Beyond Philosophy

JANUARY 9, 2021

Ep 169 Vital for 2021 – Digital Nudging Will Revolutionize Your CX. Complete this short survey. The post Vital for 2021 appeared first on CX Consulting. Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Please tell us how we are doing!

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 221

Customer Experience Consulting Consulting Surveys 221

ShepHyken

NOVEMBER 22, 2021

Black Friday and Cyber Monday Trends in Retail in 2021 by Monika Kisielewska. So, we surveyed 1,000+ US consumers to learn what they thought. The post 5 Top Customer Service Articles of the Week 11-22-2021 appeared first on Shep Hyken. Some of these might make you even laugh out loud! Follow on Twitter: @Hyken.

Customer Service 240

Customer Service Customer Experience Surveys Management 240

ShepHyken

AUGUST 23, 2021

The post 5 Top Customer Service Articles of the Week 8-23-2021 appeared first on Shep Hyken. I have added my comment about each article and would like to hear what you think too. Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. Follow on Twitter: @Hyken.

Customer Service 50

Customer Service CRM Marketing Customer Experience 50

ShepHyken

APRIL 12, 2021

My comment: In my upcoming Achieving Customer Amazement survey I ask the question, “Do you older people provide better customer service than young people, or vice-versa?” The post 5 Top Customer Service Articles For the Week of April 12, 2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 227

Customer Service Surveys Customer Experience Marketing 227

CX Global Media

DECEMBER 22, 2020

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions. And that’s why we love James.

Customer Experience 177

Customer Experience Surveys 177

ShepHyken

DECEMBER 27, 2021

The author focuses on data and survey results, which are great for finding out how happy (or not) your customer is. My Comment: I’m honored that my most recent book, I’ll Be Back , made Drew Neisser’s list of top marketing books for 2021. The post 5 Top Customer Service Articles of the Week 12-27-2021 appeared first on Shep Hyken.

Customer Service 203

Customer Service Coaching Marketing Call Center 203

ShepHyken

NOVEMBER 27, 2020

As Customer Thermometer explains, customer surveys are a great way to gain insight that you can turn into an action plan. A great customer survey will be targeted to the right people, be as distinct as possible, and be void of personal questions and biased opinions. Read Shep’s latest Forbes article: Ten Business Predictions for 2021.

Customer Experience 407

Customer Experience Wait times Surveys Feedback 407

TechSee

MAY 19, 2021

COVID-19 has resulted in a further increase in demand for service, with a January 2021 survey indicating that 65% of U.S. Based on research , more and more companies will be taking customer emotions into account in 2021 and beyond. The post 7 New Technologies to Improve Customer Service in 2021 appeared first on TechSee.

Technology 159

Technology Customer Service Technical Support Analytics 159

Beyond Philosophy

JANUARY 16, 2021

Complete this short survey. The post “World Experience Organization” Created Will Help Us All Be Better in 2021 appeared first on CX Consulting. Here are some highlights from our discussion. 03:28 Wallman explains the idea behind founding the WXO and why he did it. Please tell us how we are doing! How can we help?

Journey mapping 199

Journey mapping Consulting Consulting Customer Experience 199

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. But what will change in 2021? The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. Just thinking about it makes me lose focus.

Customer Experience 156

Customer Experience Surveys Contact Center 156

ShepHyken

DECEMBER 3, 2021

In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States. Dan Martin joined Xpress Global Systems, LLC (XGS) as Chief Executive Officer in April 2021.

Customer Experience 374

Customer Experience Transportation Feedback Metrics 374

TechSee

JANUARY 26, 2021

Customer service trends: Top predictions for 2021. More empathetic customer support is a critical trajectory for customer service in 2021. A recent survey by Aberdeen of 307 contact center leaders revealed a significant surge in remote work capabilities – a whopping 52% as of June 2020, and that is expected to increase through 2021.

Customer Service 124

Customer Service Contact Center Healthcare Banking 124

ShepHyken

APRIL 2, 2021

in the first quarter of 2020, and expected to continue to rise throughout 2021. However, according to Stella Connect’s Customer Service Trends for 2021 report , 80% of survey respondents prefer to talk to a real support agent, versus figuring out the issue with self-service options. That number is up from 11.8%

Customer Service 306

Customer Service Metrics Self service Average Handle Time 306

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service. Read more stats and facts in the 2021 ACA study that will help guide your decisions as you improve your customer service.

Customer Support 245

Customer Support Surveys Customer Service Personalization 245

TechSee

JUNE 30, 2021

Survey data shows that 39% of Americans who canceled a contract with a company cited customer service as the primary reason for cancellation. The post Technician Dispatch in 2021: 4 Fresh Approaches to Cost appeared first on TechSee. This statistic is not very conducive to customer satisfaction.

Construction 164

Construction Upselling Healthcare Enterprise 164

TeleDirect

JANUARY 28, 2021

Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! 2021 promises more of the same. Ready to see how TeleDirect can help into 2021? The post Improve Your Customer Service in 2021 appeared first on TeleDirect.

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

ShepHyken

JANUARY 15, 2021

Send out surveys for customers to fill in and offer plenty of opportunities for them to provide feedback – both good and bad. Read Shep’s latest Forbes article: Three Strategies Successful Service Organizations Must Do in 2021. F or more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Experience 364

Customer Experience Metrics Customer retention Analytics 364

Nextiva

JANUARY 2, 2021

A recent survey shows that post-COVID-19, 59% of consumers will care even more about the customer experience than they did in the times before the pandemic when deciding which companies to support or buy from. With this in mind, it’s up to your team to figure out how to cater to customers in a way […].

voip 128

voip Surveys Sales Customer Experience 128

Fonolo

JUNE 8, 2021

Top Contact Center Technology Trends in 2021. Agent engagement surveys are a great way to collect this information. How to Make a Call Center Agent Engagement Survey The post 5 Important Strategies for Agent Engagement in 2021 first appeared on Fonolo. Measure what really matters.

Call Center 133

Call Center Morale Contact Center Technology 133

Fonolo

APRIL 1, 2021

Explore Contact Center Trends for 2021. There are several trends on Blair’s radar for 2021. Analyst at SoftwareAdvice.com since 2018, where she is responsible for producing detailed surveys, thought-leadership articles, and detailed analysis of project management and small business technology strategy. She has been a Sr.

Customer Experience 142

Customer Experience Contact Center Consulting Consulting 142

SharpenCX

SEPTEMBER 14, 2021

This year’s National Customer Service Week is October 4-8, 2021, and it’s the prime opportunity to celebrate all the ways your agents contribute to your company’s success. It’s a keepsake that’ll extend beyond 2021 National Customer Service Week – serving as encouragement whenever they need it.

Call Center 128

Call Center Customer Service Surveys Employee engagement 128

ShepHyken

AUGUST 4, 2021

This statistic comes straight from the 2021 Achieving Customer Amazement Study we conducted this year. We surveyed more than 1,000 consumers to find out what they loved and hated about customer service. Read more stats and facts in the 2021 ACA study that will help guide your decisions as you improve your customer service.

Customer Support 220

Customer Support Surveys Customer Service Personalization 220

Fonolo

MAY 27, 2021

Measuring engagement through surveys allows for employees to feel heard. That’s why agent engagement surveys are so important. Discover the Six Crucial Contact Center Trends That Will Shape 2021. What is the Purpose of an Agent Engagement Survey? Best Practices for Agent Engagement Surveys. Shorter is better.

Call Center 136

Call Center Surveys Coaching Best practices 136

TechSee

FEBRUARY 16, 2021

This is underlined by a January 2021 survey , where 65% of U.S. Going into 2021, new trends are emerging that are helping field services provide their customers with efficient service, while still keeping a firm eye on their bottom line in a challenging economic environment. Remote AR assistance improves outcome-based service.

outsourcing 109

outsourcing Upselling Surveys Technical Support 109

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). In this post, we shall compare five customer expectations in 2021 to their reality. Try to avoid being transactional.? .

Customer Experience 270

Customer Experience Advertising Employee engagement Sales 270

The Petrova Experience

OCTOBER 8, 2020

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up Eight 2021 Customer Experience Trends and Tactics to be aware of as we get ready to close out 2020.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

ShepHyken

DECEMBER 17, 2021

New findings from our UPS Capital 2021 Holiday Shipping Experience Report found that 44% of SMBs report making more than a fifth of their total annual sales from Small Business Saturday and holiday spending in general. As a result, UPS Capital’s survey found 23% of consumers have cut back their holiday spending budget, citing inflation.

Surveys 220

Surveys Advertising Marketing Customer Experience 220

TechSee

APRIL 21, 2021

According to a 2021 survey, 65% of U.S. The post AI in Call Centers: Top innovations for 2021 appeared first on TechSee. Call centers are busier than ever. consumers have required assistance during the COVID-19 pandemic. a definite requirement for a successful contact center.

Call Center 136

Call Center Contact Center Self service call center solutions 136

Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

Sales 123

Sales Coaching B2B Metrics 123

Spearline

JULY 13, 2021

Ultimate.ai’s ‘Navigating Customer Service 2021: The Year of Transformation’ free guide explores how COVID impacted the customer service industry. What’s on the horizon for 2021? Fig 1: Screenshot taken from GCS' infographic survey ' Is Covid-19 Illuminating Cracks in Customer Service? '

Contact Center 98

Contact Center Telecommunications Surveys Analytics 98