Beyond Philosophy

DECEMBER 11, 2014

One of the most influential factors on your Customer Experience is your company culture. Most companies might understand the concept, yet still engage in activities that influence company culture in a way that hurts the Customer Experience. Customer Service staff are considered low level, low profile employees.

Customer Experience 335

Customer Experience Customer centricity Airlines Sales 335

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Customer Experience 300

Customer Experience Customer centricity Scripts Customer emotions 300

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #2: The Return of a Strong Economy Threatens a Customer Experience (CX) Focus.

Customer Service 418

Customer Service Customer Experience 418

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. These choices affect the Customer Experience.

Customer Experience 341

Customer Experience Scripts Customer centricity Consulting 341

Nextiva

JANUARY 7, 2022

On November 15, 2015, Slack, a chat app used by millions, went offline. It didn’t take long for customers to flock to Twitter with frustration. The post How to Create a Customer Service Philosophy to Inspire Your Team first appeared on Nextiva Blog. For most companies, this would’ve been catastrophic.

Customer Service 94

Customer Service Customer Experience 94

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Why Messaging Is So Promising For Customer Service.

Customer Service 314

Customer Service B2C Airlines Management 314

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. They are attuned to customer and client needs.

Brand ambassadors 88

Brand ambassadors Customer centricity Banking Feedback 88

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position. Shep Hyken.

Customer Service 221

Customer Service Scripts Consulting Consulting 221

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

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. First up: Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. Why Cable Needs Great Customer Service.

Customer Service 146

Customer Service Wireless Customer centricity Banking 146

Kristina Evey

JANUARY 13, 2015

First off, I hope all of you had a wonderful holiday season and are looking forward to the promises and opportunities of 2015. . What does this have to do with your business and the customer experience? I have great plans for all of us in 2015. Resolutions Don’t Work… HABITS Do. . EVERYTHING! . .

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Beyond Philosophy

JANUARY 18, 2017

Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. Absolutely not.”

Airlines 305

Airlines Consulting Consulting Customer centricity 305

The Center for Client Retention

OCTOBER 4, 2017

Sales and customer service are often thought of as separate entities and in a certain sense, they are. On the surface, sales personnel have the goal of maximizing the company revenue by selling more and gaining new customers. Now, salespeople not only have to be experts at selling, but experts at customer service as well.

Sales 96

Sales Customer Service Customer retention Customer Experience 96

ShepHyken

SEPTEMBER 25, 2018

30 Days to Better Customer Service. Journey Mapping Your Way to a Better Customer Experience. Shep Hyken sits down with Doug Sandler to discuss journey mapping, important customer service skills, and assessing risk and value throughout your customer journey. Return Every E-Mail. Deliver Every Promise.

Journey mapping 231

Journey mapping Customer Experience Customer Service Management 231

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Customer Experience 111

Customer Experience Analytics Surveys Personalization 111

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years.

Customer Service 97

Customer Service Multichannel B2C Banking 97

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. 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. . AI is here to stay.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Beyond Philosophy

SEPTEMBER 22, 2015

According to trendwatching.com, the feelings a Customer has when they are getting excellent Customer service are the same as the feelings they have when they feel love. Most excellent Customer Experiences leave Customers feeling valued and important, or, in other words, feeling the love.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

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

CX Journey

OCTOBER 13, 2015

Image courtesy of eurobasefulfillment1 Looking for some suggestions on how to improve your customer service and the overall customer experience? We know that delivering a great customer experience is critical to the success of a business. Without customers, what's the point?

Customer Experience 82

Customer Experience Airlines Customer Service 82

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. We look forward to meeting more interesting professionals like them in 2015! So let us reintroduce you to our Faces from 2014.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. This move to purpose-led organisations goes far beyond customer service. This helps ensure the customer is always central to decisions across the organisation.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

Beyond Philosophy

DECEMBER 12, 2016

billion in sales, representing 12% growth for Cyber Monday sales in 2015. A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Per USA Today , this year’s Cyber Monday booked $3.45

Consulting 392

Consulting Consulting Sales Customer Experience 392

Beyond Philosophy

NOVEMBER 11, 2021

Lately, my Customer Experiences have been lousy. At the beginning of the pandemic, I was more understanding when Customer Experiences weren’t great. Microsoft suggested last year in their Global State of Customer Service report that 58 percent of American consumers would switch companies because of poor service. .

Consulting 383

Consulting Consulting Call Center Metrics 383

CSM Magazine

JUNE 12, 2015

Based on rigorous testing of CRM software applications from around the world, ISM has announced the winners of the 2015/16 Top 15 CRM Software Awards. Maximizer CRM 2015 R2 – by Maximizer Software Inc. Each software application is rated according to 179 selection criteria. Sugar CRM v. 7.6 – by Sugar CRM. ISM Top 15 CRM SMB Winners.

CRM 40

CRM Enterprise Big data Customer centricity 40

Eptica

JUNE 11, 2020

Date: Thursday, June 11, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great historical figures. Focusing consistently on the little things is essential for perfect customer service and one of the basic principles behind building trust. Published on: June 11, 2020.

Customer Service 72

Customer Service Best practices Customer centricity Metrics 72

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Quantifying the impact of bad customer service. Has Covid-19 widened the disconnect? .

Customer Service 52

Customer Service Customer Support Technology Customer Experience 52

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. 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.

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

ShepHyken

DECEMBER 8, 2017

I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Until recently, contact centers were playing a passive role in customer service by responding to basic queries, but not necessarily playing any major role in the strategy for customer experience (CX).

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112