ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. This excellent article on internal customer service shares seven ways to build trust with your employees. Follow on Twitter: @Hyken.

Customer advocacy 211

Customer advocacy Brand ambassadors Customer Service Best practices 211

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

MAY 15, 2017

Each week I read a number of customer service and experience articles from various online resources. There’s a lot we can learn from Southwest and Herb Kelleher’s obsession with customer service. . Josh Linkner) In these highly competitive times, it’s become increasingly difficult to hold onto customers.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JUNE 29, 2018

This week we feature an article by Laura Bourne who shares four important factors that can help you achieve success and avoid customer service problems. – Shep Hyken. Your most unhappy customers are your greatest source of learning. There is no denying that loyal customers are the bread and butter of an organization.

Customer Service 206

Customer Service Feedback Coaching Management 206

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). 82% of customers have left a company because of a bad customer service experience.’ – (Source: Rightnow).

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

JUNE 28, 2019

But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

Contact Center 275

Contact Center Self service Banking Airlines 275

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 220

Government Technology Benchmark call center software 220

ShepHyken

OCTOBER 17, 2016

Each week I read a number of customer service articles from various online resources. The Differences Between Feedback From Paying Customers vs. Free Users by Elias Torres. Drift) When it comes to being customer-driven, there’s a difference between treating people right and doing everything that people ask.

Customer Service 326

Customer Service Journey mapping Customer Experience Feedback 326

CustomerGauge

JANUARY 6, 2017

Following the success of our 20 Customer Experience Influencers to Follow in 2017 article, we decided to prepare you for your Net Promoter Score & Customer Service success. Keeping track of NPS and Customer Service best practices is going to help you accelerate your business growth.

Customer Service 133

Customer Service Best practices Customer Experience 133

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support. These numbers are staggering.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

ShepHyken

OCTOBER 18, 2021

Each week I read many customer service and customer experience articles from various resources. Dan Gingiss) Find a “candle” in your customer experience and see if you can upgrade it to the way-cooler “sparkler.” Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 207

Customer Service Airlines Feedback B2B 207

Mindtouch

JANUARY 20, 2017

Mid-market users recognized the tool as a stand-out product to be used by customer service teams. MindTouch received the highest average score for ease of use, quality of support, and meets requirements in customer success (mid-market). Customer service at MindTouch is unparalleled. Robert Plummer. David Gibson.

Customer Service 91

Customer Service Consulting Consulting Marketing 91

Aspect

OCTOBER 9, 2017

It’s no secret that unhappy customers are much more likely to spread their poor customer service story than a happy customer. Public complaints like these can likely leave customer service reps who provide great service feeling underappreciated and lacking recognition. Customer Service Week.

Customer Service 77

Customer Service Airlines Management Customer Experience 77

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. In particular, buyers are looking for hands-on insights into adoption and scalability, which is where input from customers and third-parties comes in. This is a problem for vendors.

B2B 201

B2B Surveys Sales Marketing 201

ShepHyken

JUNE 2, 2017

This week we feature an article by Matt Nolan who talks about what a great customer service experience really is. We can learn a lot when we look at what companies around the world are doing to adopt new service models. Read Shep’s latest Forbes Article: How Happy Employees Make Happy Customers. Shep Hyken.

Wireless 189

Wireless Banking Analytics Call Center 189

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Customer Service Life

JANUARY 7, 2018

It has been a pleasure to be associated with ICMI through their conferences, webinars, book club, blog, and of course, the regular #ICMIChat Twitter chat every Tuesday at 10am Pacific time. So many times I sit down to write a blog post and wonder, “Is anyone really going to care about what I have to say? Jeremy Watkin.

Contact Center 84

Contact Center Feedback Customer Service Customer Experience 84

Provide Support

NOVEMBER 16, 2017

Customer service and marketing can intensify and strengthen each other. Customer service and marketing are often seen as completely different processes by most companies. Indeed, differences are obvious – marketing is about getting new clients while customer service is about making them happy. Read more.

Marketing 108

Marketing Customer Service 108

Toister Performance Solutions

DECEMBER 10, 2020

Customer service is getting worse. Companies are struggling to avoid service failures and keep their customers happy. But a third report and two top customer experience experts offer a glimmer of hope. But first, let's look at the state of customer service. Is customer service getting worse?

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. So what did I do to come up with three lessons for 2017? I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Click here to read it. Here we go!

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Provide Support

MAY 9, 2017

New Customer Service Trends. No business can afford to be a customer service laggard. businesses each year following bad customer experiences. Forrester data shows that 72% of businesses say that improving the customer experience is their top priority. © 2003 - 2017 Provide Support LLC. Read more.

Customer Service 48

Customer Service Surveys Customer Experience 48

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

ProProfs Blog

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

Customer Service 135

Customer Service Self service Chatbots Virtual Agent 135

Customer Service Life

JUNE 26, 2017

This article was originally published on the FCR blog on June 9, 2017. I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles. Click here to read the original.

Contact Center 68

Contact Center Journey mapping Entertainment Chatbots 68

Aspect

DECEMBER 22, 2017

As we prepare to head into 2018 we wanted to take some time to look back on what resonated with our readers in 2017. So, we have compiled the top 10 fan-favorite blog posts from the last year. In order to provide a stellar customer service experience, your agents need to be engaged and motivated.

Chatbots 48

Chatbots Coaching Contact Center Self service 48

aircall

OCTOBER 16, 2017

That alone tells you all you need to know about the quality of customer service programming at Dreamforce. Here are our picks to help curious customer service pros prioritize their time. Amazing Customer Service: Turn Your Contact Center Into a Profit Center. Monday, November 6. Thursday, November 9.

Customer Service 48

Customer Service B2B Contact Center Call Center 48

Toister Performance Solutions

SEPTEMBER 28, 2017

Vee Rose used the conference hashtag to tweet a request for customer service leadership book and podcast recommendations. — Vee Rose (@jainyrose) September 27, 2017 It's been awhile since I compiled a list of my favorites, so I decided to write this post in response. These are all books I've read and thoroughly enjoy.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). Connect with influencers at events like Dreamforce and The Customer Focus Effect. 2017 Top 124. SALESFORCE INFLUENCERS Specializing in Customer Engagement – Download the Digital Asset Here.

Consulting 91

Consulting Consulting Engineering CRM 91

Provide Support

SEPTEMBER 18, 2017

Chat etiquette plays a huge role in customer service. It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. How to treat the customer to be able to appreciate all these benefits and escalate your service to a more professional and human level?

Customer Service 111

Customer Service Sales Best practices 111

Provide Support

APRIL 7, 2020

That is why it is important to get information about your live chat customer service team performance and make improvements based on it. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2020. Read more. Permalink | No comment. . Permalink | No comment.

Customer Service 59

Customer Service Metrics 59

Netomi

JANUARY 5, 2022

Customer service leaders come in all shapes and sizes. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Aspect

NOVEMBER 28, 2017

If your differentiator is customer service, you always need to stay a step ahead of the competition when it comes to deploying contact center software. The post Five Key Takeaways From Deloitte’s 2017 Global Contact Center Survey appeared first on Aspect Blogs.

Contact Center 91

Contact Center Surveys Contact center software contact center solutions 91

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. Customer service is becoming simultaneously more complex, and more crucial to success.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Provide Support

APRIL 26, 2019

Did you know that 64% of people think that customer experience is more important than price in their choice of brand? The new trends in customer service are emerging day by day and one cannot just overlook them. Customer service now becomes a competitive advantage for many companies during the sales process.

Customer Service 63

Customer Service Technology Sales Customer Experience 63

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Live Chat ROI Calculator. Make the most out of canned messages.

Best practices 97

Best practices Customer Service Abandon rate Benchmark 97

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Part of our Avaya Oceana™ solution , it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues.

Enterprise 76

Enterprise Chatbots SaaS Self service 76