Customer Centric Support

FEBRUARY 13, 2017

Our Customer Service Vision: “Supporting our customers and each other in a manner that’s effortless, accurate, and friendly.”. You may be thinking “how silly to write a 700+ word blog about a 14 word statement.” One of my favorite things about having a Customer Service Vision Statement is the consistency.

Customer Service 67

Customer Service Customer centricity Coaching Contact Center 67

Nicereply

MARCH 14, 2023

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service By Jeff Toister Published: 2017 Length: 190 pages If your company or team culture sucks, your customers will be negatively impacted. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Metrics Entertainment 98

Customer Service Life

AUGUST 10, 2017

This article was originally published on the FCR blog on July 25, 2017. If you’ve worked with a customer service team for any length of time, you’ve likely encountered a quality assurance form at some point. Click here to read the original. How do you measure a successful interaction?

Calibration 68

Calibration Scripts Accountability Best practices 68

Talkdesk

JANUARY 31, 2018

Part of this exercise includes reviewing the results of Deloitte’s 2017 Global Contact Center Survey to see how these executives responded to questions about their priorities for the next couple of years. These new tools are an excellent way to let AI enhance conversations without any new customer effort.

Contact Center 56

Contact Center Customer Experience Surveys Analytics 56

Customer Service Life

SEPTEMBER 21, 2017

This article was originally published on CustomerThink as my monthly Advisor column on August 11, 2017. For quality, be sure to balance between your internal quality assurance process and the customer’s point of view, which will typically be Customer Satisfaction, Net Promoter Score, Customer Effort, or some blend of the three.

Customer Service 68

Customer Service voip Metrics Marketing 68

Nicereply

MAY 11, 2020

Brand Keys recognized Apple as “the best representative of customer loyalty and enjoyment in laptop computers, tablets, smartphones, and online music” in their 2017 Customer Loyalty Engagement Index. In fact, 87% of Apple’s customers are brand loyal – meaning they will continue to purchase from Apple in the future.

Customer retention 115

Customer retention SaaS Metrics Surveys 115

Comm100

DECEMBER 1, 2017

The scores are as follows: Reducing customer effort for transactional/informational issues (4.22/5). Gaining customer insights from digital touchpoints (3.94/5). Honoring customer channel preference (3.78/5). Better qualifying customers (3.63/5). Recommended for you : Missing Customer Feedback?

Contact Center 42

Contact Center Customer centricity Journey mapping Benchmark 42

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. “It’s every contact the customer has with your people, your product, and the way it is delivered.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Mindtouch

MARCH 16, 2020

Do your sub-par CSAT scores indicate an underlying issue along the customer journey, one you might be able to address to product or process improvements? Customer Effort Score (CES). The best companies to patronize are those that make it easy to be a customer. Who are the agents? Case (or “ticket”) volume.

Self service 105

Self service Abandon rate Customer effort Contact Center 105

Nicereply

JANUARY 21, 2020

A static customer journey map will never entirely encompass a changing customer demographic—but it still can help make sense of it. In its nature, a customer journey map is effectively a visual representation across a swatch of customer experience metrics. It doesn’t have to be perfect to be helpful.

Journey mapping 110

Journey mapping Metrics Engineering Customer effort 110

ProProfs Blog

AUGUST 28, 2020

In his recent podcast with Ronn Torossian – Crisis Management and Customer Experience , Shep Hyken discusses the example of United Airlines. In 2017, a flight attendant was accused of dragging off a passenger onboard due to overbooking. Customer Effort Score (CES). What do you do?

Self service 157

Self service Feedback Airlines Metrics 157

Nicereply

JUNE 18, 2020

They recruited stories from customers that worked in the industry and showcased them on social media. Customers are twice as likely to make a repeat purchase if they leave a review ( Hubspot, 2017 ). If customers leave a bad review, it’s a good customer service opportunity to intervene and set things right.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Mindtouch

MAY 24, 2019

Some key stats from Gartner about self-service illustrate the influence of customer self-service expectations : 15% support interactions will be handled via artificial intelligence by 2021 – a 400% increase from 2017. 85% support interactions will start with self-service by 2022 – up from 48% in 2018.

Self service 84

Self service Chatbots Metrics Feedback 84

Mindtouch

DECEMBER 5, 2017

These industry leaders are responsible for fostering an efficient knowledge management strategy that eliminates information silos, allows disparate internal teams to leverage the same content library to meet various objectives, and connects all departments around a central focus on customer experience. Customer Effort Score KPIs.

Education 48

Education Engineering Self service Enterprise 48

Comm100

SEPTEMBER 28, 2022

Customer satisfaction can be measured several ways. Some options include the following: Net promoter score – An index that measures a customer’s willingness to recommend the company’s products and services to others. Note: This blog post was originally published in November 2017. Click here.

Average Handle Time 93

Average Handle Time Benchmark Wait times Metrics 93

Vistio

JANUARY 13, 2022

It did definitely start as a passion project back in 2017. What did that do for our customers? I love customer effort score, of course, as you can tell, I’m a huge fan of it, Matt Dixon and Rick DeLisi and the other author of “The Effortless Experience” here. We have effort inside this journey.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

It did definitely start as a passion project back in 2017. What did that do for our customers? I love customer effort score, of course, as you can tell, I’m a huge fan of it, Matt Dixon and Rick DeLisi and the other author of “The Effortless Experience” here. We have effort inside this journey.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Tenfold - Contact Center Blog

JULY 9, 2018

Being in the frontlines, they brave through the challenges that come with delivering great customer experience on a daily basis. According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. Front-facing employees are the lifeblood of a business.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social media is a powerful tool when it comes to customer experience.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Lumoa

MARCH 20, 2018

"It’s every contact the customer has with your people, your product and the way it is delivered. According to Temkin Experience Ratings (2017) , there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Social media is a powerful tool when it comes to customer experience.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64