Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

C3Centricity

JANUARY 30, 2024

This is a great example of exceeding the customer’s expectations, creating even greater delight. In the case of the 2010 recall, due to accelerator pedal issues, Toyota swiftly communicated with affected customers, provided fixes, and introduced enhanced safety measures.

Feedback 90

Feedback Best practices Customer retention Analytics 90

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

Provide Support

JULY 24, 2015

This infographic tells us about 5 most popular among businesses myths and delusions about customers’ complaints. . Customer Service Myths. Devin Boudreaux traded in his Cro Mags tshirt for a suit and tie and has been riding the waves of the marketing world since he graduated from BSU in 2010.

Customer Service 78

Customer Service Customer Support Marketing 78

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Technology 88

Technology Customer Service Self service Customer Support 88

Advantage Communications

JULY 14, 2022

Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty. Today’s customers demand more from businesses than ever before.

Call Center 52

Call Center Technology Customer Service Customer Experience 52

CSM Magazine

JUNE 19, 2019

Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010.

Customer Service 69

Customer Service Morale Customer effort Interactive Voice Response 69

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Airlines 400

Airlines Wait times Self service Enterprise 400

Customers That Stick

DECEMBER 3, 2019

Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their organizations.

Customer Experience 103

Customer Experience Personalization Customer Service 103

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024.

Healthcare 62

Healthcare Feedback Surveys Marketing 62

bold360 Blog

DECEMBER 12, 2019

Sure, you know the importance of customer service. One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game. Why can’t you?”

Customer Service 40

Customer Service Self service Customer Experience Technology 40

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service Morale Government Banking 40

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 69

Customer Service Banking Metrics Marketing 69

Skybridge

DECEMBER 21, 2020

A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness. Five Customer-Service Lessons From the Late Tony Hsieh. Such lofty sounding goals.

Customer Care 52

Customer Care Advertising Scripts Sales 52

ProProfs Blog

FEBRUARY 19, 2021

But on the other hand, less wait time indicates efficient customer service and low customer effort. The amount of effort a customer has to put in to engage with your business can make or break the customer experience. . Range Scale of 1-5 : Using this scale, you can capture customer effort on a scale of 1-5.

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Customer effort Wait times Surveys Customer Support 78

ShepHyken

NOVEMBER 2, 2018

In 2010, the boys over at Apple released Siri that astounded the world because for the first time you had a super-commercial chatbot/personal assistant that was so easy to have the mass market adapt to. Instantaneous Customer Service. The Rise of Chatbots. Believe it or not, the chatbot has been around for a while now.

Chatbots 219

Chatbots Personalization Healthcare Government 219

Nicereply

MARCH 14, 2023

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service By Jeff Toister Published: 2017 Length: 190 pages If your company or team culture sucks, your customers will be negatively impacted. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Metrics Entertainment 98

ShepHyken

APRIL 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. In other words, the ones that provide the best customer service and experience.

Customer Service 24

Customer Service Self service B2C Customer Experience 24

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 64

Customer Service Customer retention Airlines Employee engagement 64

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.

Customer Service 64

Customer Service Banking Government Advertising 64

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. Your customers are your business! I think you get the point.

Customer Service 68

Customer Service Customer centricity Surveys outsourcing 68

VirtualPBX

NOVEMBER 18, 2021

Created in 2010 by American Express, Small Business Saturday is the anthem for consumers to “Shop Small” between Black Friday and Cyber Monday by patronizing local brick-and-mortar stores. Maybe it is your reputation for stellar customer service or the personal touch of making your product packaging eco-friendly. Shop Small”.

Personalization 98

Personalization Sales Marketing Customer Service 98

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

TeamSupport

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.

Customer Support 59

Customer Support Technology CRM Chatbots 59

Call Design

SEPTEMBER 21, 2021

Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling your staff, they feel motivated and engaged. Data Analytics.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

CSM Magazine

NOVEMBER 13, 2019

Taking automation to the next level, Utilita is now training AI-enabled digital workers to read, categorise and forward more than 2,000 customer queries each week to the correct customer service team. The company serves approximately 800,000 customers, managing around 1.3million meters. It employs 1,400 people.

Customer Service 40

Customer Service SaaS Engineering Healthcare 40

CSM Magazine

APRIL 20, 2023

Dean Asher, Head of Technical and Customer Services at Polypipe Building Products, says: “We’re proud to be delivering a universally positive experience across the service, and the itemised nature of how we collect feedback provides us with data that highlights areas we’re really excelling in, and those in which might need a little work.

Feedback 52

Feedback Calibration Benchmark Healthcare 52

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Founded in 2010, Volition has over $1.7

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Transparent BPO

DECEMBER 11, 2019

For three years, I was the director of customer service and sales for a direct response company. We hired all Belizeans to start with to bring them up, took the first calls in January 2010, and have been growing steadily ever since. In this part, we take a look back at our beginnings.

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. Eriksen Translations. Eriksen Translations celebrates 30 years of business.

Enterprise 59

Enterprise Consulting Consulting Contact Center 59

Steve DiGioia

JUNE 20, 2016

Between 1979 and 2010, the median weekly income of full time wage and salary workers grew from 241 to 747 U.S. The median weekly income in 2010 constant dollars only increased from 675 to 747 U.S. But we still expect our employees to be engaged and to work hard under conditions like this, and to provide GREAT customer service!

Morale 167

Morale Employee engagement Surveys Management 167

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Feedback 52

Feedback Morale Metrics Customer Service 52

Spearline

JANUARY 20, 2022

To know how their customers are feeling with their services, they look at a simple little survey labeled ‘CES.’ ’ What is a Customer Effort Score? Customer Effort Scores (CES) are a critical customer service metric. It indicates if the customers were happy with their interactions.

Customer effort 97

Customer effort Surveys Contact Center Metrics 97

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. Eriksen Translations. Eriksen Translations celebrates 30 years of business.

Enterprise 52

Enterprise Consulting Consulting Contact Center 52

Provide Support

MARCH 23, 2017

10 Signs of a Company That Really Cares About Customers. Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Did you know that there’s such a thing as International Clients’ Day ? Do you happen to hear about it too?

Customer Service 68

Customer Service Customer Care 68

Fonolo

DECEMBER 12, 2018

Customer experience matters, a lot. 2018 officially kicked-off the race to own CX: 89% per cent of companies now compete on the basis of customer experience compared to 36% in 2010. Rather, companies that invest in customer experience have the opportunity to disrupt a competitor or gain market share in an industry.

Gamification 116

Gamification Airlines Contact Center B2B 116

Kayako

OCTOBER 29, 2015

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.

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outsourcing Customer Support Feedback Surveys 98