Beyond Philosophy

SEPTEMBER 17, 2020

Townsend researches visual processing and visual design’s effect on customer behavior. Townsend chose to study it because there was shockingly little academic research on it. Townsend decided that she wanted to study why. . In the study, Townsend and her team made design elements quantitative.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

ShepHyken

OCTOBER 24, 2016

More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. How Nike Is Beating Brands Like Apple and Adidas at Twitter Customer Care by Christopher Heine. Here are a few interesting takeaways from its seven-day study from midsummer.

Government 302

Government Customer Service Customer Care Personalization 302

CCNG

NOVEMBER 27, 2024

If You Do Have to Mandate an RTO Policy, Personal Autonomy Matters: Unispace’s study shows that people are more open to RTO if it’s by choice and for the right reasons.

CCNG 195

CCNG Employee engagement Call Center Management 195

ShepHyken

JANUARY 28, 2019

Josh Linkner) Having studied high-performing cultures for over two decades, as well as building five companies of my own, I’ve discovered the 14 core beliefs of the highest performing teams. While an excellent concept for customers, it is also appropriate for the colleagues you work with. They are trying!).

Customer Service 261

Customer Service Customer Care Contact Center Customer Experience 261

ShepHyken

SEPTEMBER 17, 2021

Turning that person’s curiosity into a purchase often hinges on the customer experience, which these days means almost everything. . One study shows that 80% of consumers care as much about the experience a company provides as about its products and services. Anticipate needs. That’s loyalty gold,” he says.

Customer Experience 283

Customer Experience Consulting Consulting Customer Care 283

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Studying their techniques and learning from them can open doors for you. But you’d be surprised.

Airlines 311

Airlines Sales Employee engagement Customer Experience 311

24-7 InTouch

MARCH 29, 2023

Our immense experience driving CX for global brands allowed us to deliver unparalleled results within just 8 weeks, including: Lower operational costs Decreased average handle times (AHT) Increased CSAT The post Case Study: Boosting Satisfaction With Omnichannel Customer Care appeared first on IntouchCX.

Customer Care 52

Customer Care Average Handle Time Customer Experience Customer Service 52

Beyond Philosophy

MARCH 20, 2017

In the book, the authors explain that the single most important factor to determining your business success, is your ability to tune into and deliver what your customers value. What do your Customers care about? This means you should demonstrate the ROI of your solution using real customer testimonials or case studies.

Customer centricity 344

Customer centricity Sales B2B Surveys 344

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof. Speed Counts.

Marketing 225

Marketing Customer Service Airlines Self service 225

Connecting the Dots

APRIL 3, 2024

CCMCs Customer Rage Study is an independent analysis of the state of corporate complaint handling in America. The Customer Rage Study offers a clear comparison of customer satisfaction with corporate customer care efforts across decades.

B2C 62

B2C Customer Care Finance Consulting 62

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 331

Technology Consulting Consulting Customer emotions 331

Connecting the Dots

OCTOBER 4, 2024

Reflections On 20 Years Of Investigating Rage & The New Age Of Rage THIS IS THE TENTH EDITION OF THE NATIONAL CUSTOMER RAGE SURVEY This wave of the National Customer Rage Survey marks the tenth edition of the rage study, dating back to 2003.

Surveys 62

Surveys Construction Customer Care Government 62

24-7 InTouch

APRIL 12, 2023

IntouchCX delivers industry-leading customer care solutions that help streamline workflows for gig economy workers. The post Case Study: Fueling the Gig Economy through Omnichannel Customer Care appeared first on IntouchCX. Attrition was below 5% monthly in all lines of business.

Customer Care 52

Customer Care 52

Russel Lolacher

MARCH 8, 2020

According to a study conducted by the McCarthy Group , approx. By being authentic and honest, embracing the opportunity to truly connect with your customers by showing up on social media, you have an amazing opportunity to build trust with this media-savvy generation. Who do they trust?

Customer Care 80

Customer Care Advertising Marketing Engineering 80

Inbenta

NOVEMBER 9, 2021

According to a study by Juniper , chatbots will save banks up to $7.3 The post Chatbots in Banking: The New Must-Have in Customer Care appeared first on Inbenta. billion worldwide by 2023, allowing them to compete with other branches and deploy a successful digital transformation. . Want to build your own banking chatbot?

Banking 95

Banking Chatbots Customer Care Self service 95

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

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. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 224

Customer Service Technical Support Benchmark Best practices 224

BlueOcean

JANUARY 6, 2020

This concept that the customer care experience should go beyond demographics and preferences and be completely tailored to any customer’s unique current circumstances pushes the limits of the traditional customer journey and relies on cutting-edge data technologies. Got 15 minutes?

Customer Care 71

Customer Care Wait times Self service Personalization 71

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences.

Contact Center 62

Contact Center outsourcing Customer Care Metrics 62

3CLogic

APRIL 10, 2025

According to a recent McKinsey study, 57% of customer care leaders anticipate a continued increase in call volumes in the years ahead. In fact, nearly 70% of consumers feel confident their issue can be resolved over the phone, compared to one-quarter having the same confidence in chatbots and other digital channels.

Interactive Voice Response 71

Interactive Voice Response Wait times Chatbots Contact Center 71

ShepHyken

DECEMBER 20, 2022

The Customer’s Need for Speed . In Customer Experience, Speed Equals Caring. Shep Hyken interviews Jay Baer, customer experience and marketing expert. ” About: Jay Baer is a customer experience and marketing expert.

Customer Care 167

Customer Care Customer Experience Marketing Customer Service 167

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

Toister Performance Solutions

DECEMBER 10, 2020

But first, let's look at the state of customer service. Is customer service getting worse? Two prominent consumer studies show that customers perceive that service is getting worse. Image source: The American Customer Satisfaction Index. Image source: Customer Care Measurement and Consulting.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. A case study by Idaho Central Union by Avinash Bhaisa . Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition.

Customer Service 96

Customer Service Personalization Upselling Self service 96

ShepHyken

JANUARY 28, 2024

The study comes as some companies remove self-checkout machines and others adjust their self-checkout operations. Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. Is this a failed experiment?

Customer Service 183

Customer Service Consulting Consulting Customer Experience 183

BlueOcean

DECEMBER 8, 2020

In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training. The Results: Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!). Get your Case Study Download today for more details.

Customer Care 62

Customer Care outsourcing Government Coaching 62

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Customer Care 62

Customer Care Interactive Voice Response outsourcing Self service 62

ShepHyken

JUNE 1, 2018

You can put a customer’s skeptical outlook at bay by having a direct conversation through the tool. This is well supported by a study from Oracle. Satisfying customer experience is what your target audience looks for when planning to approach you. You can go for email or call support.

Customer Support 274

Customer Support B2B Sales Marketing 274

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Skybridge

SEPTEMBER 7, 2022

As a consumer, I know how I feel when I have to reach out to customer care. According to The State of Customer Service in 2022 , the recent report by AI platform provider Netomi, a major source of our disappointment and frustration can be traced back to our own growing impatience since the pandemic. The long hold times.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

CCNG

NOVEMBER 9, 2022

Moreover, studies show they also have higher self-esteem, are more empathic to others, [and are] more trusting and cooperative"—all essential attributes of a stable and productive workforce. A UnitedHealth Group study found that U.S. Our well-being depends on the quality of our connections with others.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ShepHyken

SEPTEMBER 3, 2018

Wealth Management) Operations and service departments are frequently categorized as cost centers, but studies show that when delivered correctly, they can be drivers of revenue. Dina Dwyer shares how one of the franchisees of the Dwyer Group, Aire Serv, came to the rescue of a customer in need. Chatbots Are Killing Customer Service.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Global Response

OCTOBER 15, 2024

The way people shop has changed and become more connected, and as a result, customer support needs to be more streamlined and centralized. An omnichannel contact center integrates customer communication across channels to provide a seamless experience and superior customer care. Do I need an omnichannel contact center?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Connecting the Dots

NOVEMBER 18, 2024

A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty.

Finance 62

Finance Complaint resolution Education Benchmark 62

Connecting the Dots

NOVEMBER 18, 2024

A study of 8,500 consumers encountering 16,000 problems indicates several major shifts in customer experience. The study of grocery categories for five major CPG companies shows: While most product complaints go to the retailer, face-to-face service has the worst outcome among all channels, damaging loyalty.

Finance 62

Finance Complaint resolution Education Benchmark 62

24-7 InTouch

APRIL 3, 2023

IntouchCX optimizes workflows and elevates customer experiences (CX) for health technology brands with our leading-edge solutions. Our innovative approach to customer care allows us to deliver positive, tech-enabled experiences for patients, providers, and businesses alike.

Healthcare 52

Healthcare Customer Care Technology Customer Experience 52