ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Our customers are smarter than ever, at least as customer service is concerned. This is huge.

Customer Service 272

Customer Service B2C B2B Surveys 272

Contact Center Pipeline

JANUARY 4, 2017

Special highlights in our January issue include our feature article where 17 industry leaders offer their insights on 2017. You will also find the survey findings of the industry’s top priorities and challenges for 2017, a survey project conducted with Strategic Contact.

Contact Center 100

Contact Center Surveys Analytics Call Center 100

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Salesforce Survey Shows Customer Experience Now Job No. It’s worth it.

Customer Service 291

Customer Service Surveys Marketing Sales 291

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

Contact Center Geek

OCTOBER 2, 2017

Did you know there is an official Customer Service Week to highlight the work of customer service employees? Customer Service Week is not specifically only for contact centers but many across the country have adopted it is their own holiday. This is our fourth CSAW at my current company.

Customer Service 48

Customer Service Contact Center Feedback Surveys 48

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 189

Customer Service Airlines CRM Employee engagement 189

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

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. Statistics that Demonstrate the Value of Good Customer Service. Source: Bain&Co.

Customer Service 142

Customer Service Contact Center Call Center Chatbots 142

GetFeedback

NOVEMBER 20, 2018

In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. So how do tap into how your customers really feel, then work to improve their satisfaction? . Why the average customer satisfaction survey doesn’t work. What do you think about us?

Surveys 102

Surveys CRM Feedback Best practices 102

Provide Support

MAY 9, 2017

New Customer Service Trends. No business can afford to be a customer service laggard. NewVoiceMedia survey results reveal that an estimated $62 billion is lost by U.S. businesses each year following bad customer experiences. Customer service trends topic is one of the most discussed today.

Customer Service 48

Customer Service Surveys Customer Experience 48

Fonolo

FEBRUARY 6, 2020

At Fonolo, we’ve been wary of reading too much into channel preference data and cohort studies , but there is no denying that SMS is becoming a more significant part of customer service interactions. trillion text messages sent in 2017 alone. Do Survey Customers Through SMS. According to CTIA , there were 1.5

Customer Service 91

Customer Service B2C Contact Center Technical Support 91

ProProfs Blog

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. This is one of the biggest examples to date that emphasizes on the importance of customer service recovery. .

Customer Service 146

Customer Service Feedback Surveys Customer Support 146

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

Aspect

OCTOBER 2, 2018

My husband appreciated the personalized customer service and rewarded her with a generous tip. . There is no denying that people appreciate personalized service. In fact, a new global Harris Poll survey commissioned by data management company DataStax found that 53 percent of U.S.

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. This leads to better understanding of customers, increased innovation, and improved job satisfaction.

Customer Service 52

Customer Service Call Center Morale Surveys 52

ProProfs Blog

MAY 6, 2020

The above screenshot comes from the Deloitte Millennial Survey of 2017 that shows the percentage of millennials reporting that their employers have adopted flexible arrangements. Source: Deloitte Millennial Survey. What makes managing a remote customer service team so daunting?

Management 162

Management Customer Service Best practices Entertainment 162

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

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Along with the four write-ins, thirty-seven unique goals were identified in the survey results. Improve self-service (50.4

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Toister Performance Solutions

APRIL 19, 2018

The customer service survey falls into that category for many companies. Customers don't like it and it delivers absolutely no value. Smart customer service leaders should either fix their broken surveys or stop doing them altogether. Does your survey generate any meaningful insights?

Surveys 48

Surveys Airlines Advertising Customer retention 48

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. Read more: The Top Customer Service Expectations that Brands aren’t Meeting.

Best practices 98

Best practices Customer Service Abandon rate Benchmark 98

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

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

Interaction Metrics

JULY 21, 2020

In the interim years, we’ve vastly improved the quality of customer listening for our clients, but broadly speaking, what’s the state of customer experience in 2020? Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator.

Surveys 62

Surveys Feedback B2B Metrics 62

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? What do Kayako’s founders recommend?

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Provide Support

DECEMBER 19, 2017

The Impact of Customer Service on Purchase Decisions. Zendesk survey revealed that 62% of B2B and 42% of B2C customers purchased more after a good customer service experience while 66% of B2B and 52% of B2C customers stopped buying after a bad customer service interaction. Read more.

B2C 63

B2C Customer Service B2B Surveys 63

LiveChat

JANUARY 11, 2017

Have you already made some plans on how you want to approach your customer service in 2017? In today’s post, I’ll discuss why first contact resolution is so important , why it should be your main goal to improve it in 2017 and how you can go about doing that. For starters, it’s better than fast customer service.

Metrics 55

Metrics Surveys Customer Service Customer Experience 55

TechSee

JANUARY 18, 2018

billion active units in 2017, representing 63% of 8.4 The service has become the focus of many market segments, providing a clear ROI in multiple service categories. 75% chose self-service as the preferred method of device installation. According to Gartner, Inc., billion devices in use worldwide. billion by 2020.

Customer Service 95

Customer Service Self service Technical Support Surveys 95

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. fashion, home improvement, and electronics), but brick-and-mortar higher for customer service and returns and exchanges. No Googling, either. Being socially responsible.

Consulting 326

Consulting Consulting Sales Surveys 326

Fonolo

MAY 14, 2019

We also see it in survey results such as this one from Contact Babel last year. We just received an early copy of a new report, by Ryan Strategic Advisory, that surveyed 491 enterprise executives who had decision-making authority of their company’s contact centers. About the Survey. The data results show impressive growth.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Toister Performance Solutions

APRIL 18, 2019

From department stores like Nordstrom to specialty stores like Bed Bath & Beyond, customers are less happy than they were a year ago. How can this be possible in an era where customers are bombarded with survey requests and access to big data is at an all-time high? Use surveys wisely.

Customer Service 60

Customer Service Surveys Big data Wait times 60

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Teresa Allen

MARCH 7, 2017

Much of current investment in customer service is focused on expanding capabilities in digital service channels and artificial intelligence. Recent customer service studies, however, have illustrated the need to focus on the human element of customer service. So what is going on? study links here) 2.

Customer Service 101

Customer Service Employee engagement Surveys Marketing 101

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74