ShepHyken

JULY 13, 2021

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.

Consulting 190

Consulting Consulting Customer Service Marketing 190

ShepHyken

JULY 13, 2021

Authentic Customer Conversations. Collecting, Sharing, and Acting on Customer Knowledge. Shep Hyken interviews Jason Ten-Pow, CEO and President of ONR, the CX consulting firm he founded in 2009. They discuss how businesses can create long-term and sustainable revenue and profits by talking to their customers.

Consulting 167

Consulting Consulting Customer Service Marketing 167

ShepHyken

SEPTEMBER 29, 2023

Harvard Business Review (HBR) shows there is a link between employee engagement and customer satisfaction. When employees are engaged and motivated, they are more likely to deliver exceptional customer service. In their 2009 meta-analysis presented by Gallup, Harter et al.

Employee engagement 338

Employee engagement Morale Customer Experience Feedback 338

ShepHyken

JANUARY 5, 2018

Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service. Text Messaging.

Customer Service 201

Customer Service Multi-channel support Customer Experience Personalization 201

CSM Magazine

OCTOBER 5, 2022

One of the major weaknesses of most organizations is top management’s lack of a customer service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. All three companies provide Relentless Customer Service.

Customer Service 52

Customer Service Consulting Consulting Marketing 52

Nicereply

AUGUST 24, 2021

Messaging in customer service is on the rise, and surveys for support teams continue to gather data that indicates this trend is picking up steam. There is a trend in customer service to make business messaging quicker, easier, and more convenient. The results are staggering : WhatsApp tickets rose 219%.

Customer Service 59

Customer Service APIs Airlines Chatbots 59

Fonolo

MAY 16, 2019

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.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. The research is clear.

Customer Service 62

Customer Service Wait times Technical Support Advertising 62

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. 3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. In the last six months alone, one in ten workers said they had quit their jobs, resulting in the highest UK quit rate since 2009.

Customer Service 61

Customer Service Average Handle Time Metrics Analytics 61

Fonolo

JUNE 26, 2019

Back in 2009, Apple filed for a trademark on its buzz-worthy phrase, “There’s an app for that.” While many factors are at play here, the growth of the mobile app market has been partly driven by the fact that more and more businesses are integrating mobile apps into their customer service strategies.

Customer Service 104

Customer Service Airlines Transportation Call Center 104

ShepHyken

JULY 31, 2018

Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

ShepHyken

JULY 31, 2018

Focusing on Business Intelligence and Customer Experience. Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?.

Average Handle Time 195

Average Handle Time Metrics Customer retention Call Center 195

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Consumers will be engaging with companies via these voice-enabled channels and will have higher expectations on the accuracy and their capability to help answer customer service issues.

Customer Service 80

Customer Service Gamification Self service CRM 80

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. So, which companies do social customer service right?

Customer Service 145

Customer Service Airlines Marketing Banking 145

CSM Magazine

APRIL 18, 2024

We knew we wanted a cloud-based system and it very quickly became apparent that the BigChange methods and processes were aligned with what we needed to achieve, and the functionality and vision was there to save us resource from day one, boost customer service and support us as we continue to grow.”

Management 52

Management Engineering CRM Finance 52

Talkdesk

DECEMBER 26, 2018

Established in 2009, Boostability was founded on a simple business model: to create affordable and effective SEO for the small business marketplace. The post SEO and Marketing Powerhouse Boostability Chooses Talkdesk to Power Customer Service appeared first on Talkdesk. And it’s worked.

Marketing 43

Marketing Customer Service contact center solutions Contact Center 43

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. According to the research, since 2009, a stock portfolio of the publicly traded brands in Siegel+Gale’s research outperformed every major index with a return of 1,841%. Here are my top five picks from last week.

Customer Service 33

Customer Service Customer retention Education Surveys 33

Inbenta

FEBRUARY 1, 2024

RESOURCES Webinars Horizn Product Digital Demos Enhancing Your Customer Service with Interactive How-To Demos When customers can’t navigate your products or services, it can be frustrating. From how to log in to how to manage their account, customers can either call for support or struggle to figure it out themselves.

Banking 52

Banking Accountability Customer Service Sales 52

Contact Center Pipeline

DECEMBER 28, 2016

Since the very first issue of Pipeline (March 2009), we have published a regular feature called Inside View. The column is devoted to recognizing best-in-class service providers and leaders, and highlighting their accomplishments.

Contact Center 100

Contact Center Call Center Customer Service Customer Experience 100

TMP Direct

APRIL 29, 2015

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.” customers with unresolved issues indicate the same.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

Helpware

JULY 14, 2017

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. So go public with your customer support team.

Customer Service 40

Customer Service Brand ambassadors Customer Support Wait times 40

Transparent BPO

DECEMBER 11, 2019

For three years, I was the director of customer service and sales for a direct response company. We also felt by locating there we could offer high-quality services nearshore but at a lower cost than onshore. Impressed by what we found, we opened Transparent BPO’s first offshore site in Belize City in late 2009.

outsourcing 109

outsourcing Education Call Center Marketing 109

Certified Languages International

MARCH 16, 2022

Her business has flourished, and today LSA offers a range of language services, including remote interpreting, face-to-face interpreting, language assessments, and document translation. After working in a variety of positions to get to know the business, she took over as CEO from Bill Graeper (CLI’s founder) in 2009.

Enterprise 59

Enterprise Consulting Consulting Contact Center 59

CSM Magazine

DECEMBER 6, 2021

In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. You can’t physically fulfill a backorder for a customer who’s been waiting days, weeks or even months for a product to show up at the door. The Great Resignation is also upon us. Tip #5: Take Advantage of Technology.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

ShepHyken

MAY 26, 2017

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 2009! They know when they are doing a great job, and more importantly, they know when they aren’t.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

Anexa BPO

JUNE 15, 2022

Customer patience has worn thin , and they are no longer willing to accept the effects of COVID-19 as an excuse for poor CX. In fact, prior to the crisis, more than half of consumers were dissatisfied with customer service, saying that their expectations weren’t being met. Anexa is one such industry leader.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

Robert Davis

JULY 16, 2018

In The New York Times, Stephanie Rosenbloom explained why footwear sales in October 2009 reached $1.5 They provide companies with a meaningful and relevant customer goal—one that pays off. It is proven to establish emotional connections with their customers. RCDA and CX.

Surveys 96

Surveys Banking Contact Center Sales 96

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. So why are companies still not dealing with ‘social customer service’ very well?

Customer Service 92

Customer Service Customer Experience Management Consulting 92

Certified Languages International

MARCH 16, 2022

Her business has flourished, and today LSA offers a range of language services, including remote interpreting, face-to-face interpreting, language assessments, and document translation. After working in a variety of positions to get to know the business, she took over as CEO from Bill Graeper (CLI’s founder) in 2009.

Enterprise 52

Enterprise Consulting Consulting Contact Center 52

Liveops

FEBRUARY 8, 2019

Sharon Meeks DuBouse brings decades of experience to her work as a customer agent for Liveops. In fact, Sharon had not only an entire career before joining Liveops Nation in 2009, she was a leader in creating some of the nation’s first outsourced call centers in the 1980s. Tell me more about that.

Call Center 91

Call Center Consulting Consulting Contact Center 91

Chad Schaeffer

SEPTEMBER 12, 2014

In May of 2009, 8 years later, I remember working with one of the world’s largest consumer packaged goods companies and for the first time talking about adding social media support to the contact center. Wow have times changed in the past 5 years with the emergence of social customer service!

Airlines 48

Airlines Customer Service Banking Contact center software 48

Talkdesk

AUGUST 19, 2016

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. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

Talkdesk

AUGUST 19, 2016

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. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Unleash the chatbot!

Customer Experience 52

Customer Experience Gamification Analytics Self service 52

Chip Bell

JANUARY 15, 2019

who served as NASA Administrator from 2009 until he retired in 2017. He was appointed NASA Administrator by President Obama in 2009. There is one little factoid tucked in his impressive resume that got me thinking about delivering service that soars. Intrepid, an aircraft carrier docked in the Manhattan harbor. Bolden, Jr.

Enterprise 49

Enterprise Customer Care Customer Service Customer Experience 49

DMG Consulting

MAY 21, 2020

5 Customer Service Trends That Point to a Promising Future. By Donna Fluss. View this document on the publisher’s website. COVID-19 is frightening for good reason. There is no vaccine, no known cure, and no medicines that have proven to minimize its impacts.

Contact Center 77

Contact Center Healthcare Enterprise Coaching 77

Russel Lolacher

APRIL 10, 2017

I remember in 2009, when I joined Twitter, it was a. The post Twitter is Dead, Long Live Twitter (Ask your Customers) appeared first on The Upsell. I’ve heard a lot about how Twitter is dying as a social media platform lately. Apparently no one is on it and we are wasting our time.

Upselling 48

Upselling Customer Care Customer Service 48