ShepHyken

APRIL 23, 2018

Each week I read a number of customer service and customer experience articles from various resources. The Secret To Superior Customer Experience by Denise Lee Yohn. Forbes) It’s no surprise that greater employee engagement leads to better customer experience (CX). AI – Customer Experience Friend Or Foe?

Customer Service 198

Customer Service Employee engagement Personalization CRM 198

ShepHyken

AUGUST 27, 2018

Each week I read a number of customer service and customer experience articles from various resources. Medium) Customer service is still king. My Comment: What will the future – at least in 2020 – of customer experience look like? AI, Personalization and the Internet of Things is just the beginning.

Customer Service 149

Customer Service Advertising Metrics Customer Experience 149

ShepHyken

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 170

Customer Service Chatbots Surveys Personalization 170

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018.

Customer Service 80

Customer Service Gamification Self service CRM 80

Vonage

MARCH 26, 2018

Three years ago, Gartner predicted that more than half of businesses would implement significant changes to improve customer experience by 2018. The estimated price tag of losing customers due to poor service has reached $1.6 according to Accenture’s Digital Disconnect in Customer Engagement report.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 94

Customer Service Customer effort Call Center Self service 94

Fonolo

AUGUST 29, 2018

In contemporary times, the deafening sounds of the outside world via the news, social media, the subway, the radio, the street, and even the phone lines can distract us from our long-term professional and personal goals. We call it the ‘golden rule’ of customer service. We are all customers for something.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

TechSee

FEBRUARY 12, 2018

Well, if you happen to be in customer service, this list is for you. We’ve narrowed down the 5 key customer service technology trends to watch out for in 2018. 360-degree view of your customer. While this may seem daunting, there is no better time than the present to get started on the customer journey.

Customer Service 84

Customer Service Real estate Technical Support Analytics 84

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. Use positive body language and engage with customers.

Customer Service 388

Customer Service Morale Sales Coaching 388

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 163

Customer Service Feedback Advertising Customer Experience 163

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Then this is an article you will enjoy.

Customer Service 168

Customer Service Customer Support Personalization Customer Experience 168

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 81

Customer Service Customer effort Call Center Self service 81

Call Experts

OCTOBER 23, 2019

Sometimes, when a customer contacts you, they are arriving frustrated and in need of help. Whether you have an in-house team for customer service or you’re using an app to help customers, personalized support solves everyone’s needs. Empower your team and customer base! 3) scalability in services.

Personalization 53

Personalization Customer Service outsourcing Self service 53

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. After all, the title is “How to Tell if a Customer Service Agent Will Help You.”

Journey mapping 254

Journey mapping Customer Service B2B Analytics 254

Teresa Allen

DECEMBER 19, 2017

The five steps below are critical for review of 2017 and planning for future success in 2018: 1. Study and prepare for your customer journey Identify customer types and map their journey from purchase research through product delivery and customer service follow ups.

Customer Service 62

Customer Service Customer effort Call Center Self service 62

Kayako

JANUARY 24, 2018

Armed with that empathy and over ten years in the business, there’s been one consistent signal that stands out from the noise in this year’s customer service trends: customers want effortless experiences. Customers hate putting in effort to get problems resolved. Collaboration will power personal customer support.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

CX Global Media

OCTOBER 31, 2018

Sadly, Bill Gessert passed away suddenly on October 3 rd , 2018 – leaving behind his beloved wife, Lisa and four adult children and five grandsons. I finally had the chance to meet him face-to-face at Customer Contact Week (CCW) in Las Vegas in June 2018. That’s why I’m passionate about customer service.

Customer Experience 207

Customer Experience Customer Service Chief Customer Officer 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

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

SmartAction

OCTOBER 25, 2023

In today’s rapidly evolving customer service landscape, businesses face a multitude of choices when it comes to interacting with their customers. The advent of digital communication channels such as chat, email, and social media has provided convenient alternatives for customer inquiries.

Interactive Voice Response 90

Interactive Voice Response Customer Service Virtual Agent Self service 90

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

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.

Customer Service 203

Customer Service Multi-channel support Customer Experience Personalization 203

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

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

If you want to follow everyone on this list, check out the list on Twitter , where we’ve brought together all the sales influencers, so you can easily check their profiles and follow each person you want to. With over 1700+ employees so far, Hubspot, as a leading CRM, marketing, sales and customer experience platform brought in $114.6

Sales 129

Sales SaaS CRM B2B 129

ShepHyken

NOVEMBER 18, 2020

Amazon Go is a convenience store chain that has automated or self-service checkout. When they opened their first store in early 2018, nobody thought that customers would not only want a people-less way to shop, but in the wake of COVID-19, desire and demand it. You walk in the store, pick up what you want and walk out.

Self service 356

Self service Customer Experience Customer Service Technology 356

Avaya

JANUARY 16, 2018

40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93% say they’ll be focusing on improving customer experience in 2018. The simple blocking and tackling of connecting your Digital Experience with the rest of your customer service capabilities must still occur.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

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? With that in mind, I want to pause for a moment and echo the words of Jeff Toister in his brand new book, Customer Service Tip of the Week.

Customer Service 104

Customer Service Contact Center Personalization Customer Experience 104

DMG Consulting

FEBRUARY 7, 2018

2018 Enterprise Service Goals . On an annual basis, DMG conducts a worldwide survey of enterprise, customer service and contact center servicing goals for the upcoming year. It also benefits vendors by providing guidance about the types of products and services companies are most like to buy during the year.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Creative Virtual

SEPTEMBER 6, 2018

Members of the Creative Virtual team will also be available at our stand to share live demonstrations and success stories of organizations around the world already using our V-Person virtual agents, chatbots, and live chat to optimize their conversational customer care.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

Fonolo

JUNE 14, 2018

2018 is game time. It’s time to look at your customers as teammates rather than as opponents. It’s time to reboot your customer experience game. Here is the reality: A poor (or even worse, unmemorable) customer experience (CX) has led to a resounding “Game Over” for many businesses in the last few years.

Chatbots 90

Chatbots Brand ambassadors Agent burnout Complaint resolution 90

VocalCom

DECEMBER 4, 2017

In the past few years, many companies have recognized the power of AI for revolutionizing the sales and customer service processes. Intelligent assistants and chat bots are helping customers with tasks ranging from checking the weather to purchasing items online. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

TeamSupport

DECEMBER 14, 2018

Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019….

Customer Service 111

Customer Service Scripts B2B B2C 111

Aspect

MARCH 21, 2018

No personalization: Your customers don’t want to complain. Consumers today have given you access to lots of data, and if you don’t use it to cater to their personal needs, they will feel they’ve pulled the short straw. Helpless agents: There are typically two reasons why agents fail to break through to customers.

Contact Center 78

Contact Center contact center solutions Interactive Voice Response Coaching 78

Interactions

FEBRUARY 25, 2022

“Customer service isn’t what it used to be.”. It’s funny how despite technology advancing, the way that customers feel about service has somehow gotten worse. . As companies have become larger, there is less ability to take care of each individual customer. In 2018, L.L. But we can’t be too surprised.

Customer Service 62

Customer Service Contact Center Technology Enterprise 62

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40