Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 91

Customer Service Chatbots Banking B2C 91

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. I couldn’t agree more.

Call Center 419

Call Center Consulting Consulting Customer Experience 419

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Use Technology for Self Service.

Contact Center 112

Contact Center Customer Service Chatbots Virtual Agent 112

Fonolo

OCTOBER 25, 2017

While it’s true that the channel mix is shifting, it would be wrong to conclude that phone calls are any less essential to customer service. Dimension Data reports that “Phone volumes have dropped by 17% since 2015”. In this handy playbook, contact center leaders will learn the ins and outs of improving customer satisfaction.

Customer Service 89

Customer Service Call Center Benchmark Contact Center 89

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. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

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

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Avaya

SEPTEMBER 2, 2016

The campaign, the Fiesta Movement, was a huge success, increasing awareness of the new vehicle—and giving Ford invaluable feedback from real users, literally the word on the street. The post Building Innovation on Customer Feedback appeared first on Avaya Connected Blog.

Feedback 40

Feedback Contact Center Technology Marketing 40

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. On that note, let us focus on the positive side of customer service. This can be through review sites, Facebook, Twitter or even just word of mouth. This can be positive or negative.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Fonolo

FEBRUARY 13, 2018

Chat-based customer service is growing quickly. First, to be clear, I’m not talking about chat- bots , i.e. automated self-service, I’m talking about a conversation with a human agent via some form of text-based channel. between 2015 and 2016.” [ source via here ]. This is a harder question to answer than you might think.

Customer Service 84

Customer Service Contact Center Chatbots Call Center 84

CSM Magazine

NOVEMBER 11, 2015

Attributing this to striving for excellence in customer experience, the business has been awarded Gold Trusted Merchant status from the global feedback engine Feefo for achieving a 100 per cent customer service rating provided by over 500 customers in the last year Posting a £1.3 ”

Automotive 69

Automotive Customer Service B2C Finance 69

ijgolding

DECEMBER 19, 2016

I very much hope that senior leaders from Sky (British satellite broadcasting, on-demand internet streaming media, broadband and telephone services company) read this blog! Two days ago, my wife was asked to participate in a Sky customer feedback survey. There is also no email address for a complaint.

Feedback 73

Feedback Engineering Surveys Customer centricity 73

Horizon CX

APRIL 1, 2024

Customer journey mapping: The organization has a deep understanding of the customer journey and the touchpoints at which customers interact with the brand. Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. The recent stats from 2015 U.S. Customers are flexible about the means they use to engage companies.

Customer Service 86

Customer Service Self service First call resolution Feedback 86

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. . If you want to be successful in business and in your quest to make more profits and increase your customer retention, you must take action to make that happen. I have great plans for all of us in 2015.

Customer Experience 87

Customer Experience Customer Service Morale Coaching 87

Talkdesk

SEPTEMBER 2, 2015

In the modern consumer landscape, customer service is more important than ever. At Talkdesk, our mission is to revolutionize the customer experience. To that end, we host a Customer Spotlight webinar series to explore advances in this field. This is achieved by measuring different interactions via surveys.

Best practices 68

Best practices Customer Service Surveys call center software 68

Global Response

OCTOBER 2, 2023

In our decades of experience working with clients on customer service, here are 7 key factors we’ve seen contribute to ORM. Providing Exceptional Customer Service One of the best ways to effectively manage your online reputation is to provide customers with exceptional customer service in the first place.

Call Center 62

Call Center Management Airlines outsourcing 62

Vonage

JANUARY 3, 2017

At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 But, what makes customers switch to a competitor? billion less than in 2013.

Customer Service 54

Customer Service Surveys Feedback Customer Experience 54

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? They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. But what about all those companies that are crushing it?

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Published on: September 03, 2015. And this includes their views on your brand and the service you provide. Smart companies will make sure they are listening to this feedback and using it to improve how they operate.

Multichannel 59

Multichannel Customer Service Morale Self service 59

CSM Magazine

OCTOBER 12, 2015

Following National Customer Service Week (5-9 October), Red Funnel Ferries is delighted to have been accredited with the national ServiceMark standard from The Institute of Customer Service in recognition of the company’s commitment to, and achievements in, customer service.

Customer Service 40

Customer Service Benchmark Best practices Service level 40

NICE inContact

JUNE 14, 2016

One of the biggest complaints about companies’ social media presences is a lack of responsiveness, resulting in the appearance that they don’t have any social customer service. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

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

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

GetFeedback

DECEMBER 27, 2018

Customer feedback can reveal opportunities for major business growth—what customers want, straight from their own mouths. Customers benefit from sharing feedback too. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. The feedback conundrum.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

Steve DiGioia

MAY 11, 2020

They rode the wave of new customer after new customer. There was no need to gather customer feedback or evaluate performance because a steady stream of people with cash to burn continually entered their doors. Sure, there were plenty of dissatisfied customers, and refunds were made. They were hot. Like this post?

Feedback 254

Feedback Sales Customer Service 254

Beyond Philosophy

MARCH 3, 2015

It was the first few days after I had been promoted to the SVP, Customer Experience for British Telecom a number of years ago. You don’t care that Customer service is getting worse. If you enjoyed this post, you might be interested in the following blogs: 4 Actions to Exceed Customer Expectations.

Advertising 365

Advertising Customer centricity Marketing Customer Experience 365

Fonolo

OCTOBER 18, 2017

Other key measures include demeanor (71%) and customer feedback (65%). 78% plan to prioritize web self-service investments over the next two years; 72% say the same for mobile and IVR. Key findings: Web chat showed strong growth in 2015, rising to 3.2%, and 2016’s figure of 4.5% Making the Most of Customer Feedback.

Call Center 117

Call Center Journey mapping Self service Interactive Voice Response 117

Ann Michaels and Associates

JANUARY 23, 2018

People love reading about bad customer service stories. They go viral because we’ve all been there – on the phone desperately needing help from customer service, or waiting in an endless line at the airport. Check out these five horribly bad customer service examples and what you can do to avoid them.

Customer Service 40

Customer Service Airlines Advertising Accountability 40

Fonolo

MARCH 22, 2022

Gamification builds on the desire most people have for feedback, recognition, and achievement in a peer group. By 2016, gamification will be an essential element for brands to drive customer marketing and loyalty. by 2015, according to M2 Research. How to Improve Call Center Agent Performance.

Gamification 75

Gamification Call Center Contact Center Feedback 75

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Nobody’s picking up the phone.

Sales 111

Sales Feedback Best practices Customer Service 111

aircall

DECEMBER 19, 2016

This year on the Aircall blog, we’ve looked at quite a few ways how to improve your business’ customer service. Now let’s take a look at and draw inspiration from the best customer service companies this year. Best customer service companies of 2016: all-star division.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

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. Here’s why.

outsourcing 98

outsourcing Customer Support Feedback Surveys 98

Global Response

FEBRUARY 7, 2023

Customer-centric, customer orientation, customer obsessed: these buzzwords get thrown around frequently, but what do they really mean—and how can you implement these strategies at your own organization? While customers expect businesses to know and adapt to their needs, few businesses do in a way that is truly exceptional.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62

Customer Service Life

NOVEMBER 5, 2018

In 2015, I had an anxiety attack at the office in front of a few employees I managed on my customer support team. If there currently isn’t a safe space for sharing emotions in your workplace, what feedback can you deliver to a leader in your team to help create this? Have you cried at work before?

Contact Center 107

Contact Center Feedback Customer Support Customer Service 107

Vonage

FEBRUARY 23, 2017

Half of consumers move on after poor customer service. In NewVoiceMedia’s whitepaper, Serial Switchers Strike Again , we learned that 49 percent of consumers switch companies after receiving service that does not meet their expectations. Poor customer service costs business billions annually.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

GetFeedback

NOVEMBER 20, 2018

Personalization makes your survey email feel like a custom invitation. Plus, it reminds recipients that you care about their feedback. Include the recipient’s first name using a customizable field, like How was your customer service experience Leslie ? Example : We need your feedback!

Surveys 98

Surveys Advertising Feedback Personalization 98