From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights

Clarabridge

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . After a look at how we got here, CEO Mark Bishof took the stage to discuss why customer insights really matter and what value they present to business. From Customer-Focused to Customer-Led at USA TODAY.

5 Top Customer Service Articles For the Week of January 22, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. Harvard Business Review) Customer service seems like common sense for businesses.

Show and Sell: 3 Ways Customer Service can be Used as an Effective Marketing Tool

Fonolo

Customer service is often not seen as the effective marketing tool that it is. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential. So, how exactly does custom service feed into marketing?

Customer Service Fast Facts

TMP Direct

Customer Service Fast Facts. Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. More than half of customers with unresolved issues (56%) are at risk of defection, or have already decided to leave.”

SimpleBills makes their customer service experience complete with Talkdesk

Talkdesk

Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. Since then, they have expanded to serve more than 125,000 monthly customers in over 170 markets in 46 states across the U.S.

Customer Service Gone Wrong

Ann Michaels and Associates

People love reading about bad customer service stories. They go viral because we’ve all been there – on the phone desperately needing help from customer service, or waiting in an endless line at the airport. The Bottom Line: Always Put your Customers First.

National Customer Service Week Hero for Thursday

Chip Bell

How would you feel if the grand opening of your new upscale steakhouse restaurant was in the fall of 2008? The post National Customer Service Week Hero for Thursday appeared first on Chip R. Innovative Service Customer Experience restaurant serviceAs your doors were opening, the Dow was falling 3600 points. Discretionary income was suddenly zero. And, your patronage was only 10% of what normal time would have produced.

Customer Service Trends to Look for in 2017

Comm100

We hope your customer service department saw a lot of improvements in 2016. In this article, we’re going to give you a sneak peak at some of the customer experience trends that you can expect to see in the new year, and some tips on how you can put them into practice.

Great Ideas in Customer Service

Helpware

1.Show Off Your Customer Service Team. If your customer service received great ratings from customers, don’t just hide in some backpages. Take the last 20 or so customer reviews and make it the focus of attention on your customer service page. Not only will this give prospective customers confidence in your company, but it will also reaffirm the belief that you have in your customer service team.

5 Things We Can Learn From Amazon’s Approach to Customer Service

Talkdesk

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. Be Customer-Centric. Customer Service

5 Things We Can Learn From Amazon’s Approach to Customer Service

Talkdesk

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. Be Customer-Centric. Customer Service

Be as Easy as Ordering a Pizza

ShepHyken

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. They also revolutionized their process and started building technology into the customer experience. What can you do to be more convenient for your customers?

The Force Within

ShepHyken

I’m often asked, “How many people in an organization does it take to create a culture focused on Customer Amazement?” I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee.

How MEC Put the Customer First During its Rebrand

Fonolo

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. Back in 2008, then CEO David Labistour looked at the tea leaves and saw that “the times they were a-changin.’” They doubled down on a customer-first mentality. Ah, the great outdoors.

Agents make it possible to support a life-saving cause

Liveops

Since 2008, Liveops has supported SU2C’s biannual fundraising telethon by speaking with donors and processing donations. Agent quality Customer service Liveops Nation agent newsEach day someone’s life is touched in some way by cancer. Too many of us have lost loved ones to the disease but one organization, Stand Up To Cancer (SU2C) , is 100% dedicated to changing this worldwide epidemic and Liveops is honored to have been a part of their efforts.

7 Trends That Will Shape The Future Of Customer Focused Marketing

Nicereply

It’s important to follow customer service trends because these days, customers can easily jump ship to another brand without a second guess. In this second half of 2019, We’ll show you the customer service trends you need to follow if you’re yet to do so.

[Webinar] Measuring Customer Effort: How to stop relying on post-call surveys and start listening for it instead

Tethr

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty.

8 Key Stats to Prove Customer Experience Delivers ROI

Beyond Philosophy

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too. Measuring your results is vital to your success in Customer Experience. Blogs Customer Experience

8 Reasons Why Your Website Needs Live Help

Comm100

Whether you’re an online business or a brick and mortar store, being able to provide great customer service is important to the success of your company. Live help is a software as a service that allows businesses to chat, in real-time, with customers who visit their website.

Customer Value Investment by Gautam Mahajan: A Tool to Understand Customer ROI

The Center for Client Retention

What exactly is the value of a customer? Associates who work for companies on the frontline somewhat get it, but in reality they do not see the customer as an asset that can either be increased or diminished over time. The customer is a person and has to be known and touched.

Evolution of the support rep: from outsourced to in-office

Kayako

The customer support rep role has travelled the world and back. Customer service was one of these areas. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN. A customer had an item held at customs.

MiFID II: What Do You Need to Know?

Avaya

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Amazing Business Radio: Adam Dorrell

ShepHyken

How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more.

Is Trust Really an Emotion? Generally,Yes…And It Is Critical In Customer-Supplier Relationship…Just Ask Banks!

Beyond Philosophy

As regards both b2b and b2c customer-supplier relationships, lack of confidence and belief is driven by insecurity and egotism, and ability to be confident is based on feelings of safety and acceptance. Customer behavior research studies consistently show that elements of vendor trust, represented by image and reputation, are significant drivers of loyalty and disloyalty, advocacy and alienation, bonding and rejection.

Traits of the best call centers Part II

TMP Direct

The International Customer Management Institute (ICMI) is one of the call center industry’s most respected organizations. They build plans and services around evolving customer expectations.”. They redefine and reshape the services they provide to meet the needs of customers.

A Closer Look at MiFID II Recording Requirements

Avaya

This EU legislation serves as a much-needed upgrade from the original MiFID, enacted in 2004, and addresses key issues that resulted from the 2008 global financial crisis. If your business is involved in financial services in any way—even if it’s not your main focus (i.e.

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Customer Churn Rate.

Why focusing on CX is key at times of change

Eptica

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). There are three key considerations – and they all have customer experience at their core: 1.

Amazon Takes Over The High Street! Are These Next?

Beyond Philosophy

Amazon is Thinking Out of the Box for Fashion Forward Customers. Customers have a week to decide if they want to keep them (and pay for them) or ship them back. Per, Retail Customer Experience, the CEO said they would close the stores because of “ persistent traffic decline.”.

14% of Zappos Staff Quits (Which is Just Fine for Employee Engagement)

PeopleMetrics

Customer experience darling Zappos recently reported 210 of its employees have resigned. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion.

The importance of customer culture – an interview with Chris Brown

ijgolding

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. My fascination with the ‘customer interface’ was born!

The Hexahedron of Quality

Contact Center Geek

And it is the geometric shape that inspired a Quality Management program I was part of in 2008. In the good years we were adding new products and growing our call centers as we strived to deliver stellar customer service.

Hiring Trends That Will Shape 2019

Branch Mesenger

Thursday, January 24 -- Customer Service. But if you joined the workforce between the years 2008 to 2014, you’re likely still wearing some scars. The world of work is changing very quickly.

How Dollar Stores Are Staying Competitive In A Changing Retail Climate

Branch Mesenger

Each of the founders of the primary dollar store retailers that are thriving today held a faith in putting the customer first and providing value and low prices on goods. He wanted customers to have a uniform experience no matter where they were. Knowing the Customer.

3 CMS Call Center Monitoring Resources You Need to Know

Certified Languages International

We’re quickly barreling toward the Centers for Medicare and Medicaid Services ( CMS ) call center monitoring period, which will ramp up in February 2019 with its Accuracy & Accessibility Study (the Timeliness Study is performed quarterly). Health Plan Customer Service.

Hiring Trends That Will Shape 2019

Branch Mesenger

Thursday, January 24 -- Customer Service. But if you joined the workforce between the years 2008 to 2014, you’re likely still wearing some scars. The world of work is changing very quickly.

Beyond customer effort score – The four flavors of customer loyalty

Tethr

They said that they knew that delighting customers and going above and beyond was the right thing to do…so they rejected our argument out of hand. It seems everywhere you turn, practitioners and thought leaders alike have embraced the idea of reducing customer effort. [It’s

Delivering what US consumers want

Eptica

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience.

Beyond customer effort score – Understanding and avoiding “chronic suck”

Tethr

They said that they knew that delighting customers and going above and beyond was the right thing to do…so they rejected our argument out of hand. It seems everywhere you turn, practitioners and thought leaders alike have embraced the idea of reducing customer effort. [It’s

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? And then I took a look at what it means to cancel service in my call center.