ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. Here are my top five picks from last week.

Customer Service 0

Customer Service Customer retention Surveys Customer Experience 0

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. Strategies for company executives.

Customer Service 139

Customer Service Customer centricity Chief Customer Officer Metrics 139

Win the Customer

FEBRUARY 7, 2015

The 2014 Global Customer Service Barometer by American Express found that 74% of Americans spent more money with companies that had previously provided them exceptional customer service. The survey also found that customers are far more likely to tell friends about negative customer experiences than positive ones.

Customer Service 136

Customer Service Call Center Surveys Customer Experience 136

Customers That Stick

OCTOBER 9, 2014

The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share a few quick language tips you can incorporate into your service communication immediately.

Customer Service 164

Customer Service Benchmark Accountability Management 164

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? Established in 2014, EBI.AI

Customer Service 105

Customer Service Automotive Transportation Big data 105

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Advertising Customer Care Customer retention 115

Win the Customer

JANUARY 28, 2015

The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors.

Customer Service 136

Customer Service Advertising Call Center Marketing 136

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

ShepHyken

NOVEMBER 15, 2016

They discuss social customer service (social care) and how automated intelligence can help create better support in all channels. It is a trend that is forever changing how customers interact with companies they do business with. HelpSocial is the number one integration platform for customer care and social media.

Customer Care 301

Customer Care Service level Accountability Customer Support 301

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

Self service 402

Self service Best practices Customer Experience Call Center 402

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

Customer Service 104

Customer Service virtual call center Self service Analytics 104

ProProfs Blog

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. Walgreens’ Customer’s Health Scare. We’ve all been there.

Customer Service 111

Customer Service Management Accountability Marketing 111

Return Customer

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. And it works. Clear path to purchase. Conclusion. About the Author.

Customer Service 120

Customer Service Entertainment Customer centricity Marketing 120

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

Multichannel 76

Multichannel Customer Service Banking Self service 76

GetFeedback

JUNE 3, 2019

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . Response rates to surveys are declining, almost universally. .

Surveys 74

Surveys Customer Service B2C Metrics 74

Win the Customer

FEBRUARY 17, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth […]. Customer Service Technology'

Technology 126

Technology Customer Service Customer Experience 126

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!

Benchmark 40

Benchmark Surveys Technology Customer Service 40

VirtualPBX

MAY 25, 2022

It’s no secret that ride-sharing services like Uber and Lyft have taken over vehicle transportation services. Since 2014, the value of taxi medallions has dropped by a staggering 80%. Why Taxi Services Should Consider Texting: 80% of the total North American population use text messaging. In fact, it is predicted that 3.5

Transportation 98

Transportation Surveys Feedback Sales 98

Uniphore

APRIL 10, 2017

Already in 2014, the global artificial intelligence market was valued at about $126 Billion, and that number is expected to reach around $3 Trillion by 2024, which means it is growing at a rate of about 36% a year, according to a report from Transparency Market Research. 5 Proof Points.

Chatbots 49

Chatbots Customer Service Marketing Technology 49

Call Center Weekly

NOVEMBER 9, 2017

A call center expert, Mike serves on the Advisory Council of the Greater Toronto Area Contact Center association, and was Master of Ceremonies for their 2012-2014 and 2016 Annual Conferences. He was also chosen as one of the “Top 50 Customer Service Thought Leaders on Twitter” for 2014, 2015 and 2016.

Contact Center 149

Contact Center contact center associations Banking Education 149

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

SharpenCX

SEPTEMBER 17, 2020

They focused on building omnichannel commerce and moving most of their sales online–delivering an outstanding experience to customers without an in-store intermediary. . In 2014, Casper launched the first mattress-in-a-box e-commerce company. Just call or text their customer service line.

Customer Service 59

Customer Service Sales Customer Experience Customer Support 59

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. Communication Culture Customer Experience Customer Service Technology' The result […].

Customer Experience 139

Customer Experience Accountability Technology Customer Service 139

Vcaretec

JUNE 6, 2022

Clients met all of their customer care goals, even on the busiest shopping days of the year. It is a challenge for retailers, both online and brick-and-mortar, to make sure that their customer service levels are maintained throughout the holiday season, when customer support volume can increase by more than 10 fold.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction ” on Thursday, October 30th, 2014.

Consulting 297

Consulting Consulting Customer Experience Feedback 297

PeopleMetrics

AUGUST 1, 2014

It may feel like even this is difficult if you are running a large, complex business or are short on customer service employees. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. Hey, @comcast , I''m serious.

Feedback 121

Feedback Morale Customer Experience Personalization 121

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery , one of the leading Caterpillar dealers in the U.S., won the award, and I thought I would share with you what they did well.

Employee engagement 355

Employee engagement Customer retention Customer centricity Customer Experience 355

HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Self-service platforms are gaining in popularity because they allow consumers to take control of solving their own problem. Thu, 10/30/2014 - 19:59.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

CSM Magazine

AUGUST 17, 2015

Despite a massive growth in job vacancies, the customer service industry faces reduced candidate choice. Latest figures from the job site’s database have highlighted that job postings in the customer service industry have risen by 58.1% in the last year. in the last year. This is concerning news for businesses.

Customer Service 45

Customer Service Surveys Management 45

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

Customer Experience 100

Customer Experience Technology Sales Customer Service 100

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Delivering excellent customer service in the utility sector can be difficult.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Fonolo

AUGUST 21, 2018

Last week, Facebook announced that WhatsApp could now be used as a customer service platform. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication. What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service.

Customer Service 52

Customer Service Call Center Self service Personalization 52

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. 3 Steps to Becoming #1 on Trip Advisor.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Nicereply

MARCH 14, 2023

This book provides a simple formula for executing on your most critical priorities amid the day-to-day activities needed to keep a customer support team running. But this book can help you solve those problems and put customer service at the center of everything you do. You’ve become the bad person in this scene.

Management 98

Management Call Center Metrics Entertainment 98