ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Their response time was excellent.

Marketing 219

Marketing Customer Service Airlines Self service 219

ShepHyken

JANUARY 18, 2019

We see numerous instances of contact center operators focusing more on improving the tactical side of operations like reducing average handle time or getting more surveys filled out while ignoring the more strategic goal of improving efficiency and eliminating the redundant. Would you consider that a great customer experience?

Customer Experience 240

Customer Experience Airlines Average Handle Time Contact Center 240

Skybridge

APRIL 6, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. “At Senior Vice President, Sales and Marketing.

Airlines 76

Airlines Wait times Call Center Banking 76

Skybridge

MARCH 30, 2020

America’s biggest companies are racing to overhaul customer-service operations that are ill-equipped to have employees working from home amid a pandemic. Some companies ask that customers manage their issues online or suggest that they hold off on seeking assistance altogether. “At Senior Vice President, Sales and Marketing.

Call Center 59

Call Center Airlines Customer Service Wait times 59

Natalie Petouhof

AUGUST 13, 2015

But not long ago, the phone was what a majority of people used to contact customer service. As the author’s of the Cluetrain Manifesto said, “Markets are conversations” and many of the new marketplace conversations are happening in social networks. Markets are Conversations. Customer Service is the New Marketing.

Customer Service 91

Customer Service Airlines Customer Care Average Handle Time 91

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Sales surged , and their stock prices skyrocketed.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Comm100

AUGUST 23, 2018

In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40