ShepHyken

JUNE 20, 2018

Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. The companies and individuals who deliver amazing service set the benchmark for everyone. The concept of convenience is the new wave of customer service.

Customer Service 252

Customer Service Benchmark Chatbots CRM 252

ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 205

Customer Service Benchmark Surveys Customer Experience 205

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Customers Flock To Brands That Display Exceptional Customer Service by Athina Mallis. Follow on Twitter: @Hyken.

Customer Service 205

Customer Service Benchmark Marketing Customer Experience 205

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Customer Service 287

Customer Service Airlines Best practices Consulting 287

ShepHyken

MARCH 27, 2017

Each week I read a number of customer service articles from various online resources. Customer Experience, Innovation and the Slow Death of Famed Brands by Augie Ray. While they focus on the contact center world, many of them are appropriate for any company (and department) that is customer-focused.

Customer Service 209

Customer Service Benchmark Call Center Advertising 209

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 238

Customer Service B2C Entertainment Customer effort 238

ShepHyken

FEBRUARY 5, 2018

Each week I read a number of customer service and customer experience articles from various resources. How Retailers Can Use Customer Experience to Compete with Amazon by Marissa Bosché. New Study: 62% of Companies Ignore Customer Service Emails by Steven MacDonald. Well worth it. Follow on Twitter: @Hyken.

Customer Service 38

Customer Service B2C Benchmark B2B 38

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Customer Service 223

Customer Service Technical Support Benchmark Best practices 223

ShepHyken

AUGUST 28, 2017

Each week I read a number of customer service and experience articles from various online resources. The Contact Center Playbook for Improving Customer Satisfaction [Whitepaper] by Nicolina Savelli. Ideas like understanding industry benchmarks and using feedback are for everyone. Sauter and Evan Comen. (24/7

Customer Service 205

Customer Service Contact Center Benchmark Big data 205

ShepHyken

AUGUST 30, 2021

Each week I read many customer service and customer experience articles from various resources. 10 Companies That Are Moving The Needle in Customer Experience by Comparably. My Comment: Customer experience is a driver of customer loyalty, and that’s exactly how this article starts. Maybe both!

Customer Service 42

Customer Service B2B Benchmark Personalization 42

CSM Magazine

NOVEMBER 28, 2024

Auto Windscreens has been reaccredited with The Institute of Customer Service ServiceMark – the national customer service standard. The Institute of Customer Service is the UK’s independent professional body for customer service. 100, compared to the service sector average of 73.4

Customer Service 52

Customer Service Benchmark Surveys Marketing 52

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

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. RELATED POST: 6 Customer Service Facts For Every Business. Do Customers Care About Employee Uniforms? Key Takeaways to Prevent Scarecrow Customer Service.

Customer Service 204

Customer Service Benchmark Best practices Customer Care 204

ShepHyken

JANUARY 16, 2023

Each week, I read many customer service and customer experience articles from various resources. 10 Ways to Boost Customer Satisfaction by G. Harvard Business Publishing) Customer satisfaction is at its lowest point in the past two decades. 9 Effective Ways To Be Proactive About Customer Service by Forbes.

Customer Service 41

Customer Service Benchmark Customer centricity Customer Experience 41

ShepHyken

NOVEMBER 13, 2017

Each week I read a number of customer service articles from various online resources. Improving Customer Experience with a Customer Centric Culture by Mansi Bhatia. CustomerThink) Customer experience (CX) has gained a newfound glory in today’s industrial landscape. Here are my top five picks from last week.

Customer Service 37

Customer Service Chatbots Customer centricity Benchmark 37

ShepHyken

JUNE 26, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Experience Insights From Fast-food Chains by Brittany Hodak (Brittany Hodak) In today’s experience economy, customers are no longer comparing you to your direct competitors. I love that!

Customer Service 41

Customer Service Customer centricity B2C Entertainment 41

ShepHyken

SEPTEMBER 11, 2023

Having a great product is important, but it can be overshadowed and rejected if accompanied by poor customer service. Likewise, even the best service may only temporarily excite a customer if the product fails to meet their expectations. What are the key factors that contribute to customer loyalty and growth?

Automotive 331

Automotive Airlines Benchmark Service level 331

Nicereply

MAY 25, 2021

How are other companies in our industry performing when it comes to customer satisfaction? Why is benchmarking important? This is where benchmarking is helpful. This is where industry benchmarks come in. Check out the following benchmarks to see how you compare in CSAT, NPS, and CES, and inspire your own goal setting.

Benchmark 111

Benchmark Surveys Entertainment Customer effort 111

CSM Magazine

FEBRUARY 5, 2025

has launched AssistantNLP, an AI-powered Receptionist service designed to handle inbound calls using natural language processing (NLP) for accuracy and efficiency. Syntheia Corp.

Benchmark 52

Benchmark Customer Service Sales Customer Experience 52

ShepHyken

DECEMBER 12, 2018

You can benchmark with your competition, but just use that as the starting point. And, more than just being better, can you offer something that the customer can’t get from the competitor. They separated themselves by promoting that they are smaller, which makes it easier for their customers to get in and get out.

Banking 316

Banking Airlines Benchmark Advertising 316

ShepHyken

APRIL 4, 2018

What if you hear that they’re implementing a new customer service initiative? Their goal, you heard, is to have the best customer service in the industry. Let them go head-to-head with customer service and experience expectations based on the existing industry standards. Here’s my take: good for them.

industry standards 254

industry standards Benchmark Advertising Sales 254

ShepHyken

NOVEMBER 22, 2019

This puts a lot of extra pressure on businesses to deliver exceptional customer service. It’s not enough to have a great product—that product also has to come with great customer experience. For businesses that have become the benchmark for top customer service, what are they doing differently?

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

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

Beyond Philosophy

DECEMBER 6, 2018

However, success in this area requires that the mindset of the organization needs to change from customer acquisition to customer retention. consumers will spend up to 17% more with companies that provide excellent customer service. This statistic is up 14% from the previous year.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

LiveVox

NOVEMBER 10, 2023

AI benchmarks stand as the North Star for contact center operators, leading the way towards excellence and best practices that will set the next standard. The post AI Benchmarks in Customer Service: Prepping For the Enhanced Contact Center appeared first on LiveVox.

Benchmark 74

Benchmark Contact Center Customer Service Best practices 74

Help Scout

AUGUST 22, 2023

Comprehensive guide with all of the details you need to measure, benchmark, and reduce email response times for your customer service team. Read the full article

Benchmark 89

Benchmark Customer Service 89

Fonolo

APRIL 14, 2022

On its own, calculating your net promoter score isn’t enough to take your customer experience to the next level. The best strategy is to use a combination of data reports and benchmarking to ensure your findings reflect “the big picture” Creating a Customer Service Strategy That Drives Business Growth.

Benchmark 91

Benchmark Call Center Surveys Interactive Voice Response 91

Beyond Philosophy

SEPTEMBER 15, 2015

For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., It has become a standard metric used to determine if your Customer Service and Experience improvements are effective.

Banking 383

Banking Telecommunications Consulting Consulting 383

AWS Machine Learning

NOVEMBER 15, 2024

MM-RAG systems can also enable enhanced customer service AI agents that can handle queries that involve both text and images, such as product defects or technical issues. All text-to-image benchmarks are evaluated using Recall@5 ; text-to-text benchmarks are evaluated using NDCG@10.

Benchmark 101

Benchmark Enterprise Construction Engineering 101

CSM Magazine

DECEMBER 2, 2024

Whether it’s a missing item or failed transaction, excellent customer support plays a pivotal role in ensuring customer satisfaction and loyalty. For businesses in the eSports industry, offering top-notch customer support is not optional—it’s essential. Any interruptions, such as crashes or bugs, can frustrate players.

Customer Service 52

Customer Service Multichannel Chatbots Benchmark 52

ShepHyken

OCTOBER 4, 2019

When businesses actively attend to their customers’ queries, they promise a delightful customer experience. Communicate with your customers, understand their pain points, capture and respond to their feedback, identify where your customer service lacks, and proactively resolve their problems.

Benchmark 309

Benchmark Customer retention Feedback Consulting 309

ShepHyken

APRIL 20, 2018

This shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken. Online Reviews and Customer Service.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204