Beyond Philosophy

MARCH 20, 2017

Providing ‘value’ to the Customer. According to a recent Gartner survey, 74% of providers focus too much on their product features and technology. What customers really want from your organization is help solving their problem. What do your Customers care about? So what is the secret?

Customer centricity 344

Customer centricity Sales B2B Surveys 344

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. That is to say, Amazon has it—and Bank of America doesn’t.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Vcaretec

JUNE 6, 2022

One of the pillars of holiday customer care in 2015 is omnichannel support. Customers want to shop early in the morning and late at night during the holiday season, and brands have it in their best interests to accommodate their shoppers by almost any means necessary. Phone This is the stalwart of customer care - phone support.

Customer Care 96

Customer Care Upselling Accountability Education 96

ShepHyken

NOVEMBER 21, 2016

I’m surprised at how many companies have not yet embraced social media for marketing and customer care. Read this report to get a better understanding of the importance of using social media as a way to connect with your customers. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it.

Customer Service 299

Customer Service Surveys Marketing Sales 299

ShepHyken

APRIL 2, 2018

Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys. I would like to offer just a few best practices to consider based on my own experience being on both sides of the survey.

Customer Service 138

Customer Service Self service Surveys Scripts 138

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 367

Customer Experience Transportation Feedback Metrics 367

Beyond Philosophy

APRIL 9, 2022

My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What’s more, customers care about this dissatisfaction.

Consulting 60

Consulting Consulting Customer Care Surveys 60

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Fonolo

AUGUST 10, 2021

According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy. Start by creating a customer care vision and set goals.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

ShepHyken

JANUARY 15, 2018

Regardless, there’s some interesting stats and facts that confirm that customers like using this simple technology. Top 10 Tips to Design a Perfect Customer Experience Survey by Adi Bhat. QuestionPro) Organizations have long emphasized on customer experience and the value it adds to the organization. Great info!

Customer Service 0

Customer Service Surveys Banking Marketing 0

ShepHyken

SEPTEMBER 10, 2021

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 266

Customer Experience Advertising Employee engagement Customer centricity 266

Quiq

SEPTEMBER 29, 2021

Quiq Launches Conversational Commerce Payments and Conversational Surveys Share This Story Secure, in-conversation payments allow brands to complete transactions seamlessly while chatting with customers on SMS, web chat, and other channels; Surveys inform retailers with a multi-channel, real-time customer feedback loop.

Surveys 89

Surveys APIs Feedback Enterprise 89

ShepHyken

MAY 28, 2018

For the record, contacting brands on social media only to be passed off to someone else is not social customer service. My Comment: Social Media Customer Service (Also known as Social Customer Care) continues to grow in popularity. This article highlights a recent J.D. Pay close attention to the stats on response times.

Customer Service 197

Customer Service Entertainment Customer Care Customer Experience 197

ShepHyken

APRIL 24, 2018

7 Secrets for Successful Surveys . How would you like to provide a better survey experience for your customers? They discuss the importance of receiving feedback and how to overcome some potential issues with creating the wrong survey for your business and your customers. . to Improve Surveys – Use A.I.

Entertainment 189

Entertainment Surveys Feedback Customer centricity 189

CCNG

AUGUST 10, 2022

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

CCNG 195

CCNG Contact Center Customer Care Surveys 195

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Government Construction 98

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Customer Service 169

Customer Service Chatbots Self service Customer Care 169

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Modified Recruitment Strategy.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

ShepHyken

FEBRUARY 2, 2018

The prolonged attention given to customers is recognizable, and will likely stick in their minds. 4) Customer surveys have power. Customer surveys not only allow customers to share their experiences but can also empower and motivate employees to do their best.

Airlines 213

Airlines Customer Service Surveys Feedback 213

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Customer Service 50

Customer Service Best practices Finance Customer centricity 50

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. I could have titled this article “Box of Donuts Research,” but you would have no idea what that means. I’ll explain in a moment. There are plenty of ways to get feedback.

Coaching 318

Coaching Feedback Customer effort Surveys 318

delighted

OCTOBER 26, 2023

Today, we’re very excited to announce that we’ve applied that same design philosophy to another aspect of feedback collection: the all-purpose survey. Introducing Delighted Surveys. What is Delighted Surveys? Visit our Surveys Help Center for self-serve guides. Want to learn more?

Surveys 64

Surveys Feedback Best practices Analytics 64

CCNG

APRIL 2, 2021

Shelve the surveys. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care. Bob’s an innovative and visionary executive with an exemplary record of providing customer-driven solutions to companies in high growth or rapidly changing business environments.

CCNG 195

CCNG Customer Experience Journey mapping Consulting 195

Interactions

JULY 29, 2021

Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. Brands must look at what customers really want and remove pain points from interactions.

Customer Care 71

Customer Care Surveys Wait times Self service 71

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant.

Customer Experience 252

Customer Experience Airlines Average Handle Time Contact Center 252

Bill Quiseng

DECEMBER 6, 2021

To customers, it’s all about them, not the employees. Then let them know that you want your employees, not to take care of customers, but to care for customers. Then encourage them to come up with ideas for customer care. . Distribute positive customer comments via your company email.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. A 2021 Gallup survey found that a mere 23% of U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ProProfs Blog

SEPTEMBER 24, 2020

According to McKinsey & Company , 70% of buying experiences depend on how you treat your customers. Most of the customers speak up when they are shopping for something new or require customer care support. The Best Ways to Collect Customer Feedback. . #1. Opt for a Popup Customer Survey.

Feedback 141

Feedback Surveys Analytics Customer Support 141

ShepHyken

DECEMBER 28, 2018

Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. Even if you want a customer service survey deployed, think about how you’re going to get them to fill it in! There are insights to be gained from those who prefer to do it themselves. Get creative!

Customer Service 263

Customer Service Self service Customer Support Scripts 263

aircall

MARCH 28, 2022

Instead, NPS provides a clear data point, and, through its simplicity, NPS surveys get higher response rates than other surveys. . However, that doesn’t mean that NPS should be the only metric you’re using to assess customer satisfaction. It’s also worth considering mechanisms like: CSAT (Customer Satisfaction Score) surveys.

Customer Care 62

Customer Care Surveys Metrics CRM 62

ShepHyken

JULY 31, 2020

This helped PureVPN increase overall sales by 15-20% through live chat interactions and boosted customer satisfaction by a further 34% as the overall customer satisfaction recorded a high of 94%. Measure Customer Satisfaction Beyond Traditional C-SAT Scores.

Customer Experience 220

Customer Experience Customer Service Chatbots Upselling 220

CCNG

NOVEMBER 16, 2022

Regularly collecting and analyzing data from your all of your customer touch points will help you 1) understand and fix process failures; 2) measure the impact of changes; 3) maintain focus on the areas that have the highest impact to your business. Customers are time-starved, so surveys may soon be a thing of the past.

Customer Experience 195

Customer Experience CCNG Customer centricity Big data 195

CCNG

OCTOBER 14, 2021

If your organization is focused on your customer, listen to them. Start with your customers’ voices and the friction points they articulate on calls, surveys, and social media. An accurate polaroid photo of your department is the hardest part of customer experience delivery. Last, but very much not least, ask CCNG.

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. 58 percent of customers never got a resolution. There is some hope.

Customer Service 139

Customer Service Surveys Consulting Consulting 139

BlueOcean

MARCH 24, 2025

Your customer care partner is going to focus their time and resources on meeting these targets. Accurate call volume forecasting informs the strategy around staffing, the allocation of skills and human resources, and the strategy around deploying channels and AI for customer care.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62

Zappix

JUNE 24, 2024

In the evolving landscape of customer care, outsourcing has long been a go-to strategy for businesses looking to streamline operations and reduce costs. However, as we dive into 2024, the role of outsourcing in customer care is undergoing a dramatic transformation.

outsourcing 52

outsourcing Customer Care Interactive Voice Response Call Center 52