Delivering Quality Customer Service to Disabled Passengers

CSM Magazine

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. Customer Service Articles

Effort and Responsiveness in Customer Service Impacts Customer Loyalty

CSM Magazine

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. 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.

Top 5 Customer Service Myths [Infographics]

Provide Support

What happens when our customers complain? First of all we receive information about various issues and have an ability to improve and make our customers happy. When our customers complain they tell us what exactly is wrong and help to make our products and services better.

The Art of Customer Service


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.

Why is customer service constantly so bad in the UK?


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. Customer satisfaction in the UK is at its lowest level since July 2010.

Columbia Sportswear Takes Customer Service to the Cloud

NICE inContact

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. Offering outstanding customer support is a primary mission for outdoor apparel manufacturer, Columbia Sportswear, but their PBX-based system had long been a bottleneck for their contact center and IT teams.

6 Social Customer Service Best Practices for any Business


Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. Pick the Right Social Media Channel to Address Your Customers.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. How You Can Utilize Chatbots to Guide Your Customers.

The history of the search engine: from index cards to the AI chatbot


The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. How did people find answers before the internet?

10 Signs of a Company That Really Cares About Customers

Provide Support

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. Articles customer care customer service

5 Fascinating CX Predictions to Inform Your 2019 CX Strategy


2018 has been a pivotal year for customer experience (CX). By 2020, customer experience will overtake price and product as the key brand differentiator. United Airlines’ decision to forcibly eject a customer from an overbooked flight had all of the makings of a PR disaster.

How Utilities Can Use Digital Communication to Fix a Fractured CX

CSM Magazine

For much of their history, utilities haven’t had to pay too much attention to customer experience (CX). But today’s customer expects much more. When it comes to providing that kind of experience, the best place to start is with customer communications.

5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Customer Satisfaction results in a higher share price. Keeping Customers results in a high increase in value.

United Utilities’ Service Recovery Team Wins Awards Hat-Trick

CSM Magazine

United Utilities’ service recovery team won the treble at The UK Complaint Handling Awards 2019 in March. Sally Ainsworth, head of service recovery, said: “This fantastic news is a result of us picking up the phone, listening, building rapport and then resolving customers’ complaints.

Gamification Is No Longer a Buzzword


The term gamification first gained widespread usage around 2010, but adoption of gamification in business environments was seen mostly as a passing trend—something to satisfy the perceived needs of millennials.

4 Priorities of a Successful Omnichannel Brand


These days, omnichannel is a golden term in the customer experience industry. Offering multiple channels for service is really just the start. Truly successful omnichannel brands understand that customers need a great experience no matter which channel they are using.

Securing the Future of High Street Retail

CSM Magazine

Lower overheads mean that eCommerce retailers can provide lower prices for customers – and who hasn’t seen an item while shopping and then searched for a better price online? Customers expect an omnichannel experience, and that means using technology to put the customer first.

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


The customer support rep role has travelled the world and back. The birth of mainstream outsourcing: 2000 – 2010. Customer service was one of these areas. His outsourced hires were acting directly as customer support reps for his old business BrainQUICKEN.

Service with a Smile

Ann Michaels and Associates

Customer service training is one of the smartest investments a company can make… Ever talked to a phone representative who was anything but helpful? With proper training, companies can make sure their employees provide service with a smile—and make customers smile in return. .

Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them


Still, customers don’t respond to a non-apology the same way they do a sincere one. Research shows that customers feel a sense of restored fairness when companies apologize, provided CEOs show sufficient empathy— a key factor for successful personal apologies, too.

2019 Customer Experience Trends

The Center for Client Retention

Customer Experience trends are bigger and better for 2019. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals.

Banks Come out on Top with Customers: What Can Others Learn?

CSM Magazine

Explain Market Research, one of the UK’s leading customer insight agencies, has explored how companies turn customers into fans, and banks came out on top. The banking industry has been forced to adapt to a new way of operating, putting the customer journey before anything else.

McKinsey Thinks Bland, Generic Loyalty Programs Are Killing Business – And They May Be Right!

Beyond Philosophy

Are, beyond customers who would be loyal anyway, are they driving more purchase activity and narrowed consideration sets? This, as they see it, may be indicative of hope among companies with programs that long-term customer value can be generated. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Solve Customer and Industry Pain Points. Michael Lowenstein, Ph.D.,

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. The team handles loads of customer service issues—lost luggage, customs questions, delayed flights, etc.—but You bet.

How to Measure Customer Experience: CSat, NPS and More


This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times.

Best Practices for Proactive Live Chat


When the live chat going gets tough you might think to yourself, what do customers truly expect from me? The faster you reach out to a customer, the faster you learn what’s holding up a sale or what’s preventing customer satisfaction. Give customers time to navigate the site.

Operational Indicators – Average Handle Time (AHT)

Taylor Reach Group

As a result, efficiency measurements such as AHT, Service Level, Occupancy Rate, Average Speed of Answer (ASA) and Calls per hour became the necessary indicators to operate any given Call Center. AHT became the main indicator when managers realized its impact on Service Level, staff requirements, and the operating budget. The customers contact a Center to receive a desired service or product (from simple information to account maintenance to product ordering and billing issues).

Are you ready for the customer-led economy?


Technology has disrupted the status quo, shifting the balance of power between business and customer in favour of consumers. With a smartphone in every pocket, the customer-led economy is here – but are you ready? Personalised, multi-channel service.

3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

Here are three lessons to be learned from brands that have effectively used social content publishing to start a conversation with customers and build long-term relationships. For instance, only 30 percent of its Australian distributors were under 30 in 2010.

Apocalyptic Predictions and the Contact Center


Email is going to replace the phone as the primary form of customer service – circa 1990’s. The web and mobile apps are going to eliminate the need for live agents – circa 2010’s. Customer journey analytics (CJA) solutions that capture, analyze and identify opportunities for improvements will emerge in the next 8 years – 0.65 Self-service solutions will eliminate the need for live agents in the next 10 years – 0.1

Would Consumers (Really) Spend More For Better Service?

Beyond Philosophy

Lately, there has been a fair amount of productive dialogue as to whether service and experience are the same thing, i.e. a rose by any other name. It’s pretty well understood that service is a component of overall experiential value delivery. Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. The study explored attitudes and preferences toward customer service.

Measure to manage customer experience


Are you measuring customer experience? In contrast, customer satisfaction is very hard to measure. Customer service is subjective and is only one part of the consumer’s overall experience with a company. Ultimately, customers will leave. Customer Effort Score?

Get out of the Queue: Drive Your CX with Attribute Matching


At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). Just consider that 70% of buying experiences are now based on how customers feel they are being treated. Every customer is familiar with the call queue.

Gen Z Rely on the Internet Primarily for Social Media and Entertainment

CSM Magazine

41 percent of Gen Z needs to trust that people online are who they say they are and reviews come from real customers who purchased the product and aren’t incentivized. The custom 23-question survey was designed collaboratively by WP Engine and The Centre for Generational Kinetics.

How to avoid becoming a victim of ‘Digital Darwinism’


Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. Technology evolves rapidly and it shapes the shopping habits of consumers, but businesses have a hard time evolving at the same rate as their customers.

SaaS 71

How to Provide Better Customer Support in 2015


Each year our team makes a New Year’s Resolution to put the customer first, but that’s about as far as it goes. No one really knows what that means, or how to actually put the customer first. Because failing to provide customer-centric support could literally sink your business in 2015.

Trollbusters: How to deal with unwanted chats


Sometimes a person that seems to be trolling may be someone who doesn’t speak in your language well or has confused your website with some other service. It can be an honest customer, it can be a person confusing live chat with a business support.

9 Acronyms to Make You Sound Like a Language Industry Expert

Certified Languages International

The good news is that the language services industry doesn’t have a ton of acronyms to remember. Here’s a list of the acronyms in the language services industry you should know. Department of Health & Human Services website. LSP: Language Service Provider.

Boost Growth and Lower Costs with AI and Cloud Contact Center Solutions

NICE inContact

Today, contact center leaders who embrace the cloud are quick to see its benefits – powering engaging customer experiences while positively impacting business outcomes. Unify to Deliver Immersive Customer Experiences. Use Next-Gen AI Reduce Handle Time and Service Cost.

Customer Centric Internal Branding


Customer Centric Internal Branding Lynn Hunsaker. Customer centric internal branding revolves around customer well-being. By the way, what’s promised to customers should, in fact, be what your internal behaviors actually produce.).