ShepHyken

MAY 28, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . CMSWire) Today’s customers don’t just expect high quality and excellent service at a fair price — they demand it.

Customer Service 194

Customer Service Entertainment Customer Care Customer Experience 194

ShepHyken

JANUARY 5, 2018

Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service. Text Messaging.

Customer Service 203

Customer Service Multi-channel support Customer Experience Personalization 203

ShepHyken

SEPTEMBER 3, 2018

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level. Dina’s Blog) Fix the Problem.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

ShepHyken

FEBRUARY 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Service is a Double-Edged Sword and How to Keep it From Killing Your Brand by Lisa Callahan. MartTech Exec) “It’s tough to be in a customer-facing position these days. The future is now!

Customer Service 195

Customer Service B2C B2B Feedback 195

Steve DiGioia

JULY 19, 2021

Back in 2018, I had the pleasure to interview some of the nicest people I have ever come across. To say the least, they’re all leaders in their respective fields of customer service, hospitality, social media, consulting, coaching, podcasting, and keynote speaking. 11 Customer Service Leaders We Can All Learn From.

Customer Service 189

Customer Service Coaching Consulting Consulting 189

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

ShepHyken

JANUARY 25, 2019

Knowing what customers’ concerns are will make it easier to develop a script, one that will assure callers that their specific issues are being addressed. Ideally, customer service representatives in your company are undergoing periodic training to ensure they are truly listening to customers; concerns.

Scripts 293

Scripts Education Best practices Personalization 293

ShepHyken

APRIL 20, 2018

This week we feature an article by Megan Wenzl who writes about the customer experience and online reviews. Ask your customers to post online reviews. Customer experience (CX) is being talked about and thrown around in so many boardroom conversations. Online Reviews and Customer Service.

Customer Experience 204

Customer Experience Benchmark Education Surveys 204

ShepHyken

SEPTEMBER 21, 2018

This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). The post Guest Blog: Which Road Is Your Customer Experience On?

Customer Experience 262

Customer Experience Big data Technology Chatbots 262

Working Solutions

JANUARY 3, 2019

From new insights into the benefits of outsourced customer care to news about what’s going on in our community of clients and associates, 2018 proved to be memorable here at the Working Solutions blog. The post Year in Review: Our Top Customer Service Blog Posts of 2018 appeared first on Working Solutions.

Customer Service 40

Customer Service outsourcing Customer Care virtual call center 40

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 81

Contact Center Customer Service Call Center Virtual Agent 81

Toister Performance Solutions

DECEMBER 27, 2018

As 2018 winds to a close, it's time to take a look back at the past year. One thing I like to do is review my blog to see which posts resonated the most with readers. 1: A Hidden Reason to Be Polite to Rude Customers Serving angry, obnoxious, or rude customers is one of the most difficult aspects of customer service. . #1:

Surveys 60

Surveys Customer Service 60

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. Those resources are: Product demos.

B2B 205

B2B Surveys Sales Marketing 205

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. Even before the pandemic, usage of QR codes increased by 96% between 2018 and 2020, highlighting its importance in this digital era. For instance, QR codes can effectively be implemented in customer service.

Customer Service 162

Customer Service Feedback Advertising Customer Experience 162

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support.

Chatbots 191

Chatbots Customer Support Healthcare Scripts 191

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The post Guest Blog: Is Your Contact Center Using the Right Customer Feedback Tool? Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

MARCH 16, 2018

This week we feature an article by Marlene Caroseli who shares some great activities and questions to help customer service representatives improve their service and make the customers experience better. – Shep Hyken. Chip Bell is known for helping organizations create a customer-centric culture.

Customer centricity 192

Customer centricity Personalization Customer Service Customer Experience 192

ShepHyken

DECEMBER 20, 2019

Salesforce conducted a survey in 2018. 80% of customers think the experience that a company provides is just as important as its products and services. • 57% of customers have taken their business to a competitor due to unsatisfactory customer service. • 67% would pay more for a better customer experience.

Customer Experience 207

Customer Experience Customer retention Analytics Contact Center 207

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Founder of CoSupport.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

ShepHyken

MARCH 23, 2018

Recent findings in the Global Leadership Forecast 2018 found that companies that connected purpose to their mission statement outperformed other companies in their market by 42%. They had greater employee engagement and more loyal customers. Situation : A top goal for 2018 is hiring key talent.

Airlines 206

Airlines Morale Benchmark Marketing 206

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. How we reached 100,000 unique views a month on LiveChat blog.

Chatbots 59

Chatbots B2B SaaS B2C 59

Global Response

OCTOBER 1, 2018

The theme of Customer Service Week this year – which runs from Oct. It celebrates the point where customer and service professionals meet, says more. The post Customer Service Week 2018: Excellence Happens Here at Global Response appeared first on Global Response.

Customer Service 78

Customer Service Customer Care 78

Aspect

JANUARY 5, 2018

For example, this Waterford Technologies blog states that Walmart handles more than 1 million customer transactions every hour, which is imported into databases estimated to contain more than 2.5 One would think that with all this customer data, organizations would be delivering exceptional customer service.

Customer Experience 128

Customer Experience Contact Center Technology Customer Service 128

ShepHyken

AUGUST 17, 2018

A positive FCR has a directly proportional impact on customer satisfaction (CSAT) as well. Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. Anything below this means that your support team is not well versed with the product/service you offer. My Ritz-Carlton Experience.

Benchmark 189

Benchmark Metrics Customer Support First call resolution 189

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

Aspect

MAY 4, 2018

Spring just wouldn’t be the same in North America without flowers blooming, windows opening, and an Aspect Customer Experience event recap on the blog. Spring, like this year’s theme, is all about momentum: planting seeds, accelerating growth, cultivating sprouts – cultivating customers as it were.

Contact Center 101

Contact Center Customer Experience Technology Customer Service 101

Aspect

DECEMBER 27, 2017

What happened in 2017, and what will 2018 bring? Much like in 2016, this year I’ve had countless conversations about chatbot needs with numerous customers, prospects, and partners around the globe, and it’s clear to me that as an industry we have made progress. Apple will dominate messaging in 2018. Let’s have a look.

Chatbots 116

Chatbots Contact Center Interactive Voice Response Enterprise 116

Liveops

DECEMBER 27, 2018

12 customer service resources that CX leaders need to review before 2019. When it comes to running or working with a contact center in 2019, there is a lot leaders can learn from what experts had to say about the state of customer service in 2018. Here’s what the experts said about customer service in 2018: 1.

Contact Center 48

Contact Center Customer Service Call Center Virtual Agent 48

Fonolo

MAY 10, 2018

In 2018, companies, platforms, and users alike are keeping an even closer eye on privacy and, importantly, verified, trusted, and accurate content. Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Fonolo

JANUARY 15, 2019

In an industry driven by customer gratification, learning the difference between customer service vs. customer care vs. customer satisfaction became quintessential in 2018. Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience.

Contact Center 80

Contact Center Gamification Call Center Self service 80

CrazyCall

SEPTEMBER 4, 2018

With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6 million in total revenue in Q1 2018. Personal blog. Personal blog. His first paying customer Dharmesh Shah acquired during the days at MIT long before Hubspot was founded. Noah Kagan .

Sales 129

Sales SaaS CRM B2B 129

The Center for Client Retention

NOVEMBER 28, 2017

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference. Service Associates’ Reviews Become Portable.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

Peter Lavers

SEPTEMBER 6, 2018

WCL Customer Management’s founder and MD Peter Lavers has again been named as one of the world’s top customer service influencers. He has been featured on Fit Small Business’s Top Customer Service Influencers of 2018 list. . He doesn’t just write and blog, though!

Customer Service 100

Customer Service Automotive B2C CRM 100

Customer Service Life

DECEMBER 3, 2018

This article was originally posted on the ICMI Blog during National Customer Service Week on October 2, 2018. Can we all acknowledge that customer service is a hard job? At one point or another, each one has enlightened me and sometimes kicked my butt, as I learn to serve customers better.

Customer Service 104

Customer Service Contact Center Personalization Customer Experience 104

Aspect

DECEMBER 3, 2018

We’re delighted to announce that longstanding Aspect customer, Hoist Finance was recognised as a silver winner in the ‘most effective implementation of technology’ category at the prestigious European Contact Centre and Customer Service Awards for its implementation of our cloud-based contact centre software, Aspect ® Via.

Finance 48

Finance Customer Service Interactive Voice Response Banking 48