Guest Post: How To Collect Marketing Insights That Can Improve Customer Service

ShepHyken

He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. By following the process, you can use the results given to improve customer service.

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. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences. 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.

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CodeBroker Introduces “CS Resolve” for Customer Service Appeasement

CSM Magazine

Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards. Not only is the customer made happy, but it virtually guarantees they will continue to do business with the retailer. Drive customer loyalty and retention.

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. How Customer Service Can Turn Angry Customers into Loyal Ones by Wayne Huang, John Mitchell, Carmel Dibner, Andrea Ruttenberg, and Audrey Tripp. 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. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention. And yet, limiting customer service’s definition to that superficial definition ignores a big part of its potential.

Guest Post: When You Need to Scale Up Customer Service… But Your AI Just Doesn’t Quite Cut it Yet

ShepHyken

He discusses the pros and cons of AI customer service tools, as well as the benefits of utilizing a virtual assistant. There is no doubt that the presence of AI in today’s businesses has helped companies operate smoothly when teams cannot afford more customer service employees. For some, businesses are finding that their retention rates are dipping while using AI customer service software.

InformaTech

How to Become a Customer Service Expert in 30 Days

Nicereply

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. With these two incredibly different approaches in mind, here’s the challenge this article will answer: How can you become an expert in customer service in just thirty days? If you’re new to a customer service role or the customer service world, how can you maximize the time you spend in your first thirty days? Customer service is a broad term.

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. When you read about a bad customer experience, you feel empathy (and maybe some outrage) on behalf of the wronged party. It’s maddening when companies disregard the same customers they’re meant to serve, and it’s a near-universal experience.

Amazing Business Radio: Nate Spears

ShepHyken

Nate Spears on Providing Exceptional Customer Service. Shep speaks with customer service evangelist and Chief Operations Officer and Co-Founder of ClearSource, Nate Spears, about providing exceptional customer service. Nate defines the meaning of an exceptional customer experience and explains how it’s not as hard as you think to go above and beyond for your customers. How do I handle customer support calls and resolve customer complaints?

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. Their utility management service helps property management companies and owners conserve resources and realize efficiencies with data-based decisions. I used to live with roommates throughout most of college.

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.

InformaTech

5 Ways to Improve Customer Service for Your Lending Business

CSM Magazine

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. According to a Gladly report , 61% of clients want personalized services more than fast ones. People resent telling the same story to different customer support agents.

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. We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel.

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. The header on the Amazon job board website is a quote from Bezos: “It’s our job every day to make every important aspect of the customer experience a little bit better.”. Be Customer-Centric. It’s easy to listen to customers.

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. The header on the Amazon job board website is a quote from Bezos: “It’s our job every day to make every important aspect of the customer experience a little bit better.”. Be Customer-Centric. It’s easy to listen to customers.

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. The Domino’s ANYWARE concept allows their customers to not only order the pizza with the toppings they desire but to connect with their neighborhood Domino’s by more than ten ways, with more to come. 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. He stood out, compared to many of his co-workers, as a person willing to do anything within his power to take care of his customers. Maybe your organization is truly customer-focused.

Contact Center Trends 2021: The CX Watershed

Fonolo

Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. And contact centers were utterly overwhelmed in the floods of anxious customer calls. That includes our experience as customers.

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.’” This is the little-told tale of how MEC put the customer first during the company’s transformation from niche purveyor of mountaineering equipment to hub for outdoor lifestyle enthusiasts. They doubled down on a customer-first mentality. Ah, the great outdoors.

Six Large UK Businesses Engage ECS for Contact Centre Transformation Projects in 2020

CSM Magazine

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. Founded in 2008, we are devoted to enabling enterprises to change the way they change.

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.

Part 2: Helping Companies Build Stronger Customer Relationships

Team Support

They sat down with TeamSupport co-founder and COO Eric Harrington to talk about customer support in the time of COVID and building strong customer relationship in Part 1 of this series. The future is also about Customer Success. Customer Service Trends Customer Success

B2B 56

ECS Creates Amazon Connect Contact Centre for South East Water in Just Two Weeks

CSM Magazine

Enterprise digital transformation consultancy and IT services firm ECS has helped South East Water (SEW) achieve business continuity for its 2.2 million customers during the Covid-19 pandemic. Founded in 2008, we are devoted to enabling enterprises to change the way they change.

Amazing Business Radio: Daniel Ramsey

ShepHyken

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. During this time, organization leaders must seize the opportunity to connect with their employees and their customer base in an authentic and empathetic way. Your employees and customers are nervous, uncertain and even scared.

Morale 183

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. Her insight helps enterprises and solution providers develop strategies to meet the escalating demands of today’s consumer and business customers. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis.

5 Mixed Reality Trends for the Future

CSM Magazine

Some exciting trends are emerging in the world of Mixed Reality (MR) that could have a major impact on the online customer experience of the future. The first commercial application of AR occurred in 2008 in the form of a BMW magazine ad readers could augment using a computer camera. You probably already use Google and Apple map services to guide outdoor navigation, but did you know that AR technology can assist your indoor navigation? Customer Service Articles

Coop Sweden Previews Cooper – an Artificial Intelligence Retail Virtual Assistant by EBI.AI

CSM Magazine

When Cooper is rolled out nationwide, it will provide users with a complete concierge service including dietary requirements, suggested recipes, nutritional and loyalty scheme information. This new service is particularly relevant as more people use the web to shop as a result of the COVID crisis. During the preview period, the different topics and type of real customer conversations handled by Cooper will enable additional questions and answers to be added.

Call Centres Coming Home: How Technology Can Smooth the Move

CSM Magazine

This has been coupled with examples of increasing customer dissatisfaction with the services provided by foreign call centres. The move by call centres to bring their operations back to the UK, however, has happened in conjunction with an upturn the employment market in the country as it emerged from the 2008 financial crash. In some instances, agents can be kept away from talking to new customers whilst they transcribe previous calls for auditing services.

International Contact Centre Operations Tips & Best Practices

Callminer

Running a contact centre can be difficult, especially when your call centre operates in one geographic region while providing services to another. These shortcomings do affect the service quality. “A This is a vast difference having a huge impact on service quality.”

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. Help should never be hard to find for a customer; one way to make yourself easily and readily available is through live help software (also known as live support or live chat). Live help is a software as a service that allows businesses to chat, in real-time, with customers who visit their website.

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

Kayako

The customer support rep role has travelled the world and back. In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house. Customer service was one of these areas. A customer had an item held at customs.

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. Gautam Mahajan published Customer Value Investment in 2008 discussing the importance of the customer for any business. We became instant friends and knew we were on the same page about the value of the customer.

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. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience. 8 Key Stats That Show You Customer Experience Delivers ROI.

[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. Over the following years, the metric itself would be revised as companies adopted CES and started to leverage it to drive change in their customer experience.

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? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” The average retention number for companies is about 80 percent, so the average American business loses 20 percent of their customers every year.

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.

New Customer Payment Options Take the Headache out of PCI Dss Compliance for Contact Centers

CSM Magazine

With card fraud and identify theft continuing to hit the headlines, Jason Roos, CEO of Cirrus , discusses how call centers can navigate the options to ensure both PCI DSS compliance and the best possible customer experience. In today’s increasingly cashless society, customers rely more and more on using credit and debit cards for payments. Not to mention the reputational damage that may mean losing even its most loyal customers. Customer Service Articles

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. Financial services institutions—specifically investment firms, credit institutions and trading venues—are subject to MiFID II, including companies that are headquartered outside of the EU but do business there ( for a more thorough overview, see this blog by industry analyst Sheila McGee-Smith ).

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. Hence, in the attempt to keep up with the latest innovative trends and software; the single most important aspect of your business is neglected: The Customers. Self-Servicing.