Fonolo

AUGUST 29, 2018

But if we momentarily dial the sound down, we are rewarded with a) some mental clarity; and b) the sweet, sweet sounds of intelligent, helpful voices who deliver some music-to-our-ears advice on how to survive and thrive in 2018 and beyond. White Paper: CX Trends You Need to Watch in 2018. The Need for Speed. Plus So Much More!

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. Follow on Twitter: @Hyken.

Customer Service 209

Customer Service Airlines Customer Support Contact Center 209

ShepHyken

OCTOBER 8, 2018

10 Examples Of Amazing Customer Service Departments For Customer Service Week by Blake Morgan. The post 5 Top Customer Service Articles for the Week of October 8, 2018 appeared first on Shep Hyken. Each week I read a number of customer service and customer experience articles from various resources. Follow on Twitter: @Hyken.

Customer Service 214

Customer Service Customer retention Call Center Metrics 214

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. We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018.

Customer Service 91

Customer Service Contact Center Customer centricity Coaching 91

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. For example, if a customer is repeating voice commands over and over and has an elevated voice, an immediate transfer might be prompted.”

Customer Service 80

Customer Service Gamification Self service CRM 80

The Center for Client Retention

NOVEMBER 28, 2017

Review these 2018 Customer Experience Trends for what’s fresh, viable, and essential to staying in the game. An example is Amazon Go, a grocery store that has vanquished the traditional checkout process. Dig more deeply into these 2018 trends and find creative ways to leverage the most relevant ones.

Customer Experience 85

Customer Experience Entertainment Technology Accountability 85

AskNicely

NOVEMBER 28, 2018

Join us for this exclusive webinar, where our panel will break down the results of the 2018 NPS Benchmark Study. Real-world examples of how to best take action on feedback, and what happens when you don’t! 2018 NPS Benchmark Study: Results and Reactions Webinar. Tuesday, December 04, 2018. Register Now! MINDBODY, Inc.

Benchmark 60

Benchmark Best practices Marketing Feedback 60

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. For example, Alexa (Lexbot) engages in continuous listening and data collection to endlessly refine and improve the user experience. New CX Predictions.

Journey mapping 72

Journey mapping Contact Center Enterprise Personalization 72

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 What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? 2018 will be the year of CX and AI.? How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

CrazyCall

SEPTEMBER 4, 2018

million in total revenue in Q1 2018. CRM, for example. As it has become known, in late July 2018 Sales Hacker was acquired by Outreach, the sales and customer engagement platform, and Max took up his new post as Vice President of Marketing. Must-read: Sales Advice You will Absolutely HATE. Phil Gerbyshak .

Sales 129

Sales SaaS CRM B2B 129

Branch Mesenger

OCTOBER 26, 2017

The “SOFiSTiK | 2018 – presentation days” are aimed at entrepreneurs, interested structural engineers, and experienced SOFiSTiK users who want to learn more about the latest developments in construction planning. Read more… The post SOFiSTiK | 2018 – presentation day in London appeared first on BIM and Beam.

Construction 48

Construction Engineering 48

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

Comm100

JANUARY 19, 2017

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Let’s compare two examples of an apology letter to a customer who feels that he or she has been treated unfairly: Bad Example: Dear Catherine, I am very sorry for what happened.

Customer Service 79

Customer Service Accountability Management Customer Support 79

aircall

MARCH 16, 2018

Our 2018 customer support strategy survey was sent to 475 industry leaders. Participants were asked to name the one change that would have the largest positive impact on their customer support strategy in 2018… Survey Responses Reveal Trends to Improve Customer Support. Some questions were straightforward. Improved Communication.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

VocalCom

DECEMBER 4, 2017

Here are five ways blended AI may transform customer service and sales in 2018. For example, fashion brand Everlane has been using Facebook Messenger successfully, allowing customers to place orders, receive personalized recommendations, and get updates on order status all within the app. The human role in customer service will shift.

Sales 0

Sales Contact center software Self service Contact Center 0

NICE inContact

JANUARY 24, 2018

For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. How will companies that have embraced the cloud for the contact center and sales applications across their businesses continue to benefit in 2018 and beyond? So, what comes next?

Customer Care 74

Customer Care Cloud contact APIs Contact Center 74

Customer Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. This report: Highlights specific examples of Read More. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards.

B2C 48

B2C B2B Customer Experience Best practices 48

Comm100

JANUARY 19, 2017

Here are some examples of apology letters for poor service, so that you will know what to do should your business need to respond to a similar situation. Let’s compare two examples of an apology letter to a customer who feels that he or she has been treated unfairly: Bad Example: Dear Catherine, I am very sorry for what happened.

Customer Service 86

Customer Service Accountability Management Customer Support 86

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Joe shared many such examples of companies that thrive by taking customers from fat to fit, ill to well, stressed to serene, and anxious to secure.

Engineering 74

Engineering Metrics Technology Employee engagement 74

Toister Performance Solutions

SEPTEMBER 27, 2018

The customer service platform Gladly shares a range of customer expectations in its 2018 Customer Service Expectations Survey. For example, an active Google My Business profile can help boost your company's search results. Exceed expectations occasionally and you can elevate the perception to "outstanding." population.

Customer Service 83

Customer Service Interactive Voice Response Airlines Contact Center 83

JivoChat

JUNE 9, 2021

Consider an example: A chatbot on a website might ask a visitor what business service or product they would like to learn more about. Apple’s Siri, Microsoft’s Cortana, and other virtual assistants are advanced examples of AI chatbots. These factors, and others, make chatbot marketing essential to conversational success.

Chatbots 52

Chatbots Marketing Upselling Surveys 52

ShepHyken

NOVEMBER 18, 2020

For example, pre-COVID-19 I was at an airport gift shop and bought a book. 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. There was no cashier; just two kiosks for customers to self-checkout.

Self service 351

Self service Customer Experience Customer Service Technology 351

Beyond Philosophy

MARCH 2, 2018

So, for example, if you feel like your employer is spying on you, then you are likely not to trust them. 1 February 2018. 9 February 2018. < 1 February 2018. 9 February 2018. < [link] > Kelly, Heather. 2 February 2018. 9 February 2018. < 9 February 2018. < 21 January 2018.

Government 253

Government Employee engagement Customer Experience Consulting 253

ShepHyken

JANUARY 10, 2020

He shares a couple of examples about how companies have used lying and “Fake news” to turn customers into fans. Then, on June 11, 2018, IHOb, er… IHOP let the world know the answer. One otherwise fine day in 2018, KFC ran out of chicken in the UK. Fake news” is so widespread it’s a joke. Just kidding!”.

Advertising 250

Advertising Wait times Marketing 250

Toister Performance Solutions

JUNE 14, 2018

Gopher Sport won the 2018 award for Best Small Contact Center. For example, large returns and product replacements can be negatives for our Product teams when it comes to maintaining margin targets. For example, we’ve partnered with our Distribution Center to help balance their workload when it comes to order fulfillment.

Contact Center 78

Contact Center Education Customer Care Coaching 78

Jive

SEPTEMBER 4, 2018

Technology in 2018 is teeming with a wealth of acronyms. At the top of the list are SaaS, BYOD and Hosted VoIP—all of which are setting the benchmark for business communications in 2018. According to Cisco’s Global Cloud Index, 59% of all cloud workflows will be delivered as SaaS by the end of 2018.

voip 52

voip SaaS Technology Benchmark 52

Branch Mesenger

DECEMBER 11, 2018

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year. Year-End Review: Amazon Is The Undisputed 2018 Retailer Of The Year | Via: ( forbes.com ).

Real estate 48

Real estate Banking Marketing Technology 48

Branch Mesenger

DECEMBER 11, 2018

As we approach the end of 2018, this week's round-up features a variety of "top" stories and "best of" lists, as well as reviews of the year that was in retail, including what one publication is dubbing the top retailer of the year. Year-End Review: Amazon Is The Undisputed 2018 Retailer Of The Year | Via: ( forbes.com ).

Real estate 48

Real estate Banking Marketing Technology 48

Kayako

JANUARY 24, 2018

Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. An example of great customer experience in retail would be choosing Warby Parker over your standard optician to purchase your next pair of glasses. Start your free trial.

Customer centricity 83

Customer centricity Customer Service Self service Chatbots 83

Mindtouch

MARCH 14, 2018

The ways we measure efficacy—with customer success KPIs like CSAT and NPS® , for example—ultimately reflect the kind of experiences we deliver when our customers seek support. Here are five trends to keep an eye on in 2018, trends that promise to drive both customer experience and call center ROI.

Call Center 54

Call Center Self service CRM Contact Center 54

Aspect

JUNE 18, 2018

We’re thrilled to announce that earlier this week, customer Lidl UK won the esteemed prize of Best Consumer Chatbot at the CogX 2018 Awards. The post Customer Lidl UK wins Best Consumer Chatbot at the 2018 CogX awards! Curious how Margot “works” and what she is capable of? Have a look here. appeared first on Aspect Blogs.

Chatbots 54

Chatbots Consulting Consulting Technology 54

LiveChat

JANUARY 3, 2019

So, as the December 2018 is coming to an end, it’s time to sum up a bit all the highlights of 2018. Anthony Capetola explains what AOV is, how to calculate it and gives a lot of examples to fully understand it. Lots of actionable tips and dozens of real-life examples make this post a must-read for email marketing enthusiasts.

Chatbots 59

Chatbots B2B SaaS B2C 59

VocalCom

JANUARY 15, 2018

While creating great customer experiences will remain a primary goal in 2018, the manner in which technology and humans work together to deliver this outcome continues to evolve. Bosch, for example, is able to fix problems in its washers and dryers remotely, thanks to sensors that communicate such information.

Contact center software 50

Contact center software Chatbots Finance Contact Center 50

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum.

Best practices 40

Best practices Banking Coaching Analytics 40

Clarabridge

MAY 11, 2018

Recapping Day 3 of C3 2018 . For example, an agent can see how many issues he resolved, how many unique customers he served, turnaround time, and more. Recapping Day 3 of C3 2018 appeared first on Clarabridge. That’s A Wrap! Day 3 was certainly a success, and we already can’t wait for another epic C3 in 2019!

Healthcare 40

Healthcare Analytics Self service Feedback 40

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Beyond Philosophy

FEBRUARY 23, 2023

For example, energy costs in the UK are up 300 to 400 percent. For example, if you frame the price increase compared to your old price, you create an unfavorable comparison; it’s higher, and that’s that. Shrinkflation is an example of a dubious practice that can backfire on you.

Education 195

Education Management 195