ShepHyken

MARCH 2, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report.

Customer Service 264

Customer Service Benchmark Surveys Customer Experience 264

ShepHyken

DECEMBER 4, 2020

She writes about preparing a productive and successful customer experience strategy and why it’s important to have one. This summer, The Petrova Experience conducted a Customer Experience Preparedness Survey. One of our questions assessed brand maturity in terms of customer experience strategy.

Customer Experience 351

Customer Experience Airlines Customer centricity Surveys 351

Tethr

MAY 18, 2020

Earlier this month, Tethr , Kustomer and Challenger hosted the largest virtual customer experience summit of the year. Some of the best thought leaders in CX gathered to share their insights on the importance of continuing to provide an outstanding customer experience, despite the current state of the world. .

Customer Experience 95

Customer Experience Coaching Surveys industry standards 95

CX Global Media

DECEMBER 22, 2020

Customer Experience Strategy Updates for 2021 – CX Quick Tips on CX Global Media TV with James Dodkins While you might have thought your customer experience strategy updates were over for 2020, James helps you to ring in the new year with different perspectives on common CX discussions. It’s […].

Customer Experience 177

Customer Experience Surveys 177

TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Survey Results: What Customers Expect of Service Delivery during COVID-19. Here’s what the survey found: Demand for technical support is currently very high.

Surveys 207

Surveys Technical Support Enterprise Customer Service 207

Nicereply

FEBRUARY 25, 2020

When it comes to knowing what customers really want, data can be illuminating. Zendesk’s 2020 Customer Experience Trends Report dropped earlier this month, combining the data of the 45,000 companies using Zendesk with an external survey of thousands of agents, managers and customers.

Customer Experience 100

Customer Experience Chief Customer Officer Self service B2C 100

NICE inContact

DECEMBER 4, 2020

Major transformations in customer experience and the contact center are well underway and accelerating this year such that businesses risk increases for companies being left behind by more agile competitors.

Surveys 62

Surveys Benchmark Self service Contact Center 62

ShepHyken

AUGUST 17, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Experience Emerges As A Critical Strategy For Small And Medium Sized Businesses by Maria Morais. Key to retailers’ success post-COVID-19: 4 necessary customer experience practices by Kelly Ungerman.

Customer Service 232

Customer Service B2B Consulting Consulting 232

ShepHyken

DECEMBER 18, 2020

H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. Little did I know how prophetic Shep’s words would be for 2020. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Customer Experience 181

Customer Experience Consulting Consulting Technology 181

ShepHyken

SEPTEMBER 7, 2020

Each week I read a number of customer service and customer experience articles from various resources. Winning means losing in the game of customer retention by Linda O’Grady. CMSWire) When it comes to customer service, we call it context and nothing is more important to critical thinking. by Beverley Stag.

Construction 230

Construction Customer Service Feedback Customer retention 230

CX Global Media

DECEMBER 30, 2020

5 Customer Experience Lessons for 2021 – CX Quick Tips on CX Global Media TV with Roy Atkinson Customer Experience lessons were abundant in 2020. The post 5 Customer Experience Lessons for 2021 [VIDEO] appeared first on CX Global Media. But what will change in 2021? When the confusion […].

Customer Experience 156

Customer Experience Surveys Contact Center 156

ShepHyken

NOVEMBER 23, 2020

Each week I read a number of customer service and customer experience articles from various resources. 4 Things Your Contact Center Can Learn Now From Chewy on How To Improve Your Customer Experience While Still Keeping Your Agents Happy and Productive by Veronica Krieg. We look at their employee experience.

Customer Service 211

Customer Service Airlines Surveys Contact Center 211

Fonolo

OCTOBER 22, 2020

Of all the years in recent memory, 2020 will stand out as one the most challenging and unexpected. Radial’s consumer insights survey indicated that 39% of shoppers intend to start their holiday shopping in October and early November, while 30% say they will begin on Black Friday and Cyber Monday. . But it’s not over yet.

Consulting 133

Consulting Consulting Finance Surveys 133

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. “Giving back” is part of the customer experience. The Forbes Coaches Council compiled a list of 15 strategies to consider as you and your organization strive to create a “Five Star Experience.”

Customer Service 205

Customer Service Government Coaching Customer Experience 205

Guru

JULY 23, 2020

Providing great customer experience is vital in our modern world. A recent survey found that 66% of consumers rate experiences over price when they make a purchasing decision. Now is the time to look at the customer experience you provide and determine how you can spruce it up — even if you are on a tight budget.

Customer Experience 123

Customer Experience Surveys Customer Support 123

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. That’s because it works.

Customer Experience 83

Customer Experience Feedback Surveys Analytics 83

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 164

Customer Service Healthcare Journey mapping Feedback 164

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

DMG Consulting

FEBRUARY 5, 2020

2020 Contact Center Investment Priorities. DMG’s annual survey of contact center investment priorities for the year has confirmed the anecdotal data we’ve been hearing from companies. 2020 is looking to be an outstanding year for contact center investments. Figure 1: Contact Center Technology Investment Priorities for 2020.

Omni-channel support 87

Omni-channel support Contact Center Interactive Voice Response Self service 87

delighted

FEBRUARY 9, 2021

One of the most common questions we get from our customers is: What type of survey response rate can I expect? When doing some research, you’ll see a wide range of numbers on what a “good” or “average” survey response rate is. What is a survey response rate? What is a good survey response rate?

Surveys 78

Surveys B2C B2B Feedback 78

ShepHyken

APRIL 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Loyalty programs boost businesses’ ability to keep customers by Jill Young Miller. Surveys in the Time of Pandemic by Jim Tincher. How to enhance customer service with a consultative approach by Andrea Grodnitzky.

Customer Service 162

Customer Service Consulting Consulting B2C 162

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). What have we learned during COVID? People want to feel more connected.

Customer Experience 94

Customer Experience Analytics Surveys Customer retention 94

Spearline

OCTOBER 6, 2020

CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. "World-class" " Spearline customer feedback. Outstanding support. "We

Telecommunications 98

Telecommunications Surveys Enterprise Feedback 98

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 321

Customer Experience Entertainment Sales Healthcare 321

ProProfs Blog

JANUARY 30, 2020

In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers. Customer Engagement Statistics 2020 Explained. And such bad experiences tend to stay with them for long. Customer Engagement & Service.

B2B 204

B2B Banking Personalization Employee engagement 204

ProProfs Blog

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Customer retention 164

Customer retention Sales B2B Marketing 164

Fonolo

OCTOBER 29, 2020

The 2020 holiday shopping season will look very different from others in recent memory, thanks to COVID-19. To stay ahead of the curve, retailers will need to stay alert to changing trends in their customers’ behaviour — but most importantly, they must prepare to support them when they run into challenges. Think you’re ready?

Contact Center 96

Contact Center Interactive Voice Response Surveys Marketing 96

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ChurnZero

JANUARY 28, 2021

2020 SaaS Awards Announced – Appealie Honors The Very Best in Software . . APPEALIE has announced the winners of the 2020 SaaS Awards, and ChurnZero is proud to be recoginized again for the third year in a row. . 23 SaaS apps were recognized for their demonstrated excellence and customer outcomes.

SaaS 96

SaaS Surveys Feedback Technology 96

ShepHyken

FEBRUARY 2, 2021

Perfecting Your Customer Experience in Real-Time. Shep Hyken interviews Scott Harris, CEO and Founder of Experience.com , with a special guest appearance by Chief Experience Officer of Experience.com , Brittany Hodak. Not every company needs data-driven software to fix customer issues and improve CX overall.

Feedback 261

Feedback Surveys Enterprise Customer Experience 261

CSM Practice

MAY 13, 2020

CSM Practice conducted a weekly survey to observe potential improvements with how the crisis impacted SaaS companies and customer success management teams. We have compiled the results of our 4-week survey. We generated an overall analysis of the pandemic effects on Customer Success from around the globe.

SaaS 83

SaaS Surveys Upselling Customer retention 83

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. 8 Ways to Win Customer Loyalty With Streamlined Customer Support by Samuel O’Brien. Why Empathy is Core to Closing the Customer Experience Gap by Mark Zablan. That’s where empathy comes in.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

ShepHyken

NOVEMBER 3, 2020

Customer expectations are evolving so quickly that companies don’t even realize they are failing their customers. By not meeting those expectations, brands will let down and lose customers. Companies must utilize AI and technology alongside a human element in the customer experience. Technology alone won’t work.

Customer centricity 336

Customer centricity Surveys Technology Feedback 336

Chip Bell

NOVEMBER 17, 2020

Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals. First, thank you Chip for allowing me to offer this guest blog.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Cisco - Contact Center

AUGUST 3, 2020

Cisco Webex Contact Center CCaaS honored for improving customer service technology and customer experience. I’m excited to announce that Webex Contact Center was among the 2020 Contact Center Technology Award winners, presented by CUSTOMER Magazine this month. Award Winner Second Year in a Row. Learn More.

Contact Center 124

Contact Center Technology contact center solutions Virtual Agent 124

Lumoa

JULY 21, 2022

In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 94

Customer Experience Telecommunications Metrics Feedback 94

ShepHyken

JANUARY 6, 2021

Every year I write my customer service and customer experience (CX) predictions in my Forbes.com column. So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. Our customers keep getting smarter about customer service and experience. Customers are becoming impatient.

Chatbots 425

Chatbots Surveys Self service Personalization 425