ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Customer Service 204

Customer Service Personalization Self service Metrics 204

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

ShepHyken

JUNE 4, 2018

Each week I read a number of customer service and customer experience articles from various resources. Stop Trying to ‘Delight’ Customers, Says CX Expert Paul Greenberg by Noreen Seebacher. How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. Feldberg & Tami Kim.

Customer Service 189

Customer Service Airlines CRM Employee engagement 189

ShepHyken

JUNE 25, 2018

Each week I read a number of customer service and customer experience articles from various resources. Chain Store Age) One bad experience can turn off a customer. My Comment: Here is a great recap of some of the pertinent facts and stats from Medallia’s “Customer Experience Tipping Point” survey.

Customer Service 212

Customer Service B2B Personalization Enterprise 212

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 167

Customer Service Chatbots Surveys Personalization 167

ShepHyken

APRIL 2, 2018

Each week I read a number of customer service and customer experience articles from various resources. Three Important Considerations for Customer Service Surveys by Paul Selby. CustomerThink) A lot has been written on performing customer service or customer satisfaction surveys.

Customer Service 135

Customer Service Self service Surveys Scripts 135

Beyond Philosophy

DECEMBER 26, 2017

Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty. As a result, much of the surveying is about employee happiness, fit, alignment, meaningful work, commitment to company goals, and productivity. embedded in the employee experience.

Surveys 279

Surveys Enterprise Consulting Consulting 279

CCNG

OCTOBER 19, 2022

Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5%

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. If you’re involved with designing surveys at your company, you’ve probably seen a similar trend.

Surveys 74

Surveys Customer Service B2C Metrics 74

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

SEPTEMBER 27, 2018

The formula for good customer service is pretty simple. Customer service quality is the extent to which the experience meets the customer's expectations. Of course, you have to know what customers expect. Of course, you have to know what customers expect. population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

Fonolo

MAY 31, 2018

In Top Gun , the 1986 classic, Pete “Maverick” Mitchell’s famous phrase effectively summed up the future of customer service (CS). Speed is arguably the most significant benchmark for every single customer service interaction today. Businesses can never be too fast to reply, react, or resolve an issue.

Interactive Voice Response 86

Interactive Voice Response Customer Service Customer advocacy Benchmark 86

ShepHyken

SEPTEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. The #1 Guide To Customer Experience Conferences in 2020 by Krishna Charan. My Comment: Every wonder what customer service and customer experience conferences to attend. Will they be eliminated?

Customer Service 211

Customer Service Customer Experience Customer Support Surveys 211

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

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Meanwhile, the Institute of Customer Service in the UK reported recently that customer service complaints have hit their highest level on record.

Customer Service 93

Customer Service Management Surveys Sales 93

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

Aspect

DECEMBER 6, 2018

Every year, the customer service industry talks about the changing consumer landscape and how and how companies need to address their customers’ preferences RIGHT NOW or risk massive churn the likes of which contact centers around the world have never seen. Look at the obituaries written for voice in customer service.

Surveys 56

Surveys Customer Service Self service Contact Center 56

TechSee

DECEMBER 28, 2020

In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians. This makes good business sense.

Technical Support 186

Technical Support Customer Service Enterprise Scripts 186

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

GetFeedback

NOVEMBER 20, 2018

In fact, according to NewVoiceMedia’s 2018 report , poor customer service is costing businesses more than $9 billion a year. So how do tap into how your customers really feel, then work to improve their satisfaction? . Why the average customer satisfaction survey doesn’t work. What can we improve?

Surveys 102

Surveys CRM Feedback Best practices 102

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. For organizations to succeed in creating a truly personalized CX, innovative approaches must be implemented that resonate deeply with customers so that they feel valued and appreciated. Examples of AI-Driven Personalized Customer Service. Virtual Assistants.

Personalization 157

Personalization Customer Service Chatbots Engineering 157

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 201

Customer Service Multi-channel support Customer Experience Personalization 201

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

GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. And we got to connect with amazing people along the way, from the customer success and support gurus who are using Salesforce for good to the admins who make it all possible. We kicked off the week with three sessions, starting with a packed house at the Service Lodge.

Surveys 60

Surveys Metrics Customer Experience Marketing 60

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. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Toister Performance Solutions

SEPTEMBER 11, 2018

I've talked to a lot of customer service leaders recently who want to improve customer service, but aren't sure where to start. Here are some actual statements I've heard: "We want to deliver world class customer service." "We Is customer satisfaction too low? Is service quality inconsistent?

Customer Service 121

Customer Service Surveys 121

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. The results of DMG’s annual survey reflect enterprise priorities and investment direction. Top 10 for 2018.

Enterprise 48

Enterprise Journey mapping Contact Center Consulting 48

Eptica

JANUARY 17, 2018

Date: Wednesday, January 17, 2018 5 ways to get your email customer service ready for 2018. Published on: January 17, 2018. Author: Pauline Ashenden Despite the rise of new channels such as social media, email is still the number one digital channel for customer service. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

DigitalGenius Blog

SEPTEMBER 18, 2018

We've recently conducted a survey with customer service leaders across North America to get a better sense of the their current support channels, how they hire & retain agents, how they use systems to conduct work and much more.

Customer Service 65

Customer Service Surveys 65

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

GetFeedback

DECEMBER 27, 2018

Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. Survey purpose. Survey length.

Surveys 90

Surveys Feedback Abandon rate Personalization 90

CSM Magazine

FEBRUARY 17, 2023

Yishay Carmiel, Founder and CEO of Meaning , explains how AI-powered assistive voice technology is set to power the customer service industry by minimizing barriers created by language and cultural nuances. This leads to better understanding of customers, increased innovation, and improved job satisfaction.

Customer Service 52

Customer Service Call Center Morale Surveys 52

Toister Performance Solutions

DECEMBER 27, 2018

As 2018 winds to a close, it's time to take a look back at the past year. 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: This research comes from a survey of over 1,200 consumers in the United States.

Surveys 59

Surveys Customer Service 59

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. At its most basic, a survey is any set of questions you ask your customers and invite them to respond. Social Media.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

C3Centricity

DECEMBER 31, 2018

Top 10 Marketing Infographics to Smash 2018 (Inspiration for the Visual World). And customer satisfaction is becoming insufficient to drive growth alone. All brands and services need to choose a group of customers that they are going to satisfy, since it is impossible to satisfy everyone most of the time.

Journey mapping 83

Journey mapping Marketing Personalization Surveys 83