Expert insights. Personalized for you.
Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Top 5 B2B Customer Experience (CX) Best Practices for 2020! MORE
Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. What is Customer Service Recovery? Self-Analysis. MORE
The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. But an often neglected area is how the organization makes the customer feel. MORE
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data. MORE
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…. MORE
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service. MORE
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. MORE
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention. MORE
Work with data team on CSAT analysis trends. This imbalance makes it difficult to understand what skills are required to be successful in customer service. In this post, we explore which skills are most important in a customer service role and how you can develop your skillset. MORE
Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic. MORE
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. MORE
Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. I do want to remind you that a repeat customer is not a loyal customer. MORE
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. MORE
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands? MORE
Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jenni Palocsik, senior director, solutions marketing, will present “The Evolution of Contact Centers to Customer Engagement Centers” at 2 p.m. MORE
Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. Customer Service Responsibilities. MORE
Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team. MORE
Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan. MORE
One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Here’s why I like NPS so much as a KPI of customer service quality: Credibility. MORE
The generational knowledge gap in field services. Field service organizations in particular face the challenge of an aging workforce with 70% of those surveyed stating that they will experience knowledge loss caused by a retiring workforce over the next five to ten years. MORE
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. Customer Service MORE
The new year is here and with it comes our annual list of key customer service trends! 1) Innovative technology will empower service teams (not replace them). 2) Customer service will be more than just reactive conversations. Customer Service Trends MORE
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? MORE
It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. According to Wikipedia, “ Root cause analysis (RCA) is a term used to denote a class of problem-solving methods aimed at identifying the root causes of problems or events. All of which has worked quite well and has stood me in good stead with my clients and customers. By: Colin Taylor. MORE
Customer. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Vendor. Seller. MORE
Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. Customer Service Customer Support sentiment analysis MORE
Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. MORE
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. MORE
Good customer service drives higher revenue, happier customers, and lowers churn. How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line. Good customer service doesn’t just save revenue, it generates it. MORE
As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Device manufacturers and service providers should act together to create an environment where devices can interact with each other. MORE
In this scenario, that goal is the customer. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer. If these two areas don’t align, the customer will not be satisfied. MORE
Thus, the resulting solutions are often short-sighted and ineffective, with similar or new symptoms reappearing as customer needs change and businesses grow. In an increasingly customer-centric world, avoiding band-aid solutions to customer experience problems starts by having a framework in place to evaluate the totality of an issue. Essentially, a root cause analysis uses these questions to uncover the optimal solution to any challenges: What’s the REAL problem here? MORE
The customer service leader sounded desperate. When I asked her why, she told me her company was losing customers due to poor service. The good news is there's a simple fix called a training needs analysis. What is a training needs analysis? MORE
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification. MORE
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Instead, it’s rooted in the ever-changing customer psychology. MORE
Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? MORE
Ameyo
AUGUST 23, 2018
Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. Customer Service Customer Support sentiment analysis
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service.
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TechSee
MAY 15, 2018
As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. Device manufacturers and service providers should act together to create an environment where devices can interact with each other.
TeamSupport
FEBRUARY 8, 2019
Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team.
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ShepHyken
FEBRUARY 16, 2020
Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. Top 5 B2B Customer Experience (CX) Best Practices for 2020!
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ShepHyken
AUGUST 23, 2019
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. Customer retention.
ShepHyken
NOVEMBER 2, 2017
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken.
ShepHyken
JULY 29, 2019
Each week I read a number of customer service and customer experience articles from various resources. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. My Comment: Customer success is a hot topic.
Talkdesk
FEBRUARY 23, 2017
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. Customer Service
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INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. quickly act to meet new customer expectations. percent) and direct feedback from customers (39. product or service.
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CSM Magazine
NOVEMBER 28, 2019
Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan.
Verint
OCTOBER 2, 2017
Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. Verint’s Jenni Palocsik, senior director, solutions marketing, will present “The Evolution of Contact Centers to Customer Engagement Centers” at 2 p.m.
Kayako
FEBRUARY 16, 2017
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. So how can we meet our customer’s self-service demands?
TechSee
JUNE 25, 2019
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies. Customer Identification.
Toister Performance Solutions
AUGUST 15, 2019
The customer service leader sounded desperate. When I asked her why, she told me her company was losing customers due to poor service. The good news is there's a simple fix called a training needs analysis. What is a training needs analysis?
delighted
APRIL 12, 2019
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.
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?
ShepHyken
MAY 25, 2020
Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. I do want to remind you that a repeat customer is not a loyal customer.
Return Customer
JULY 10, 2019
The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. But an often neglected area is how the organization makes the customer feel.
CSM Magazine
AUGUST 30, 2018
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data.
ijgolding
SEPTEMBER 24, 2015
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’.
delighted
APRIL 12, 2019
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.
TeamSupport
DECEMBER 7, 2018
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Instead, it’s rooted in the ever-changing customer psychology.
Nicereply
MAY 26, 2020
Work with data team on CSAT analysis trends. This imbalance makes it difficult to understand what skills are required to be successful in customer service. In this post, we explore which skills are most important in a customer service role and how you can develop your skillset.
Call Center Weekly
FEBRUARY 8, 2018
In this scenario, that goal is the customer. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer. If these two areas don’t align, the customer will not be satisfied.
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….
ProProfs Blog
JANUARY 7, 2020
Customer. Today, it is all about the ‘Age of the Customer’. Businesses have grown more concerned; some may say, even obsessed with how their customers are treated. . It only takes one bad experience for the customer to swear off your business forever. . Vendor. Seller.
ShepHyken
FEBRUARY 20, 2017
Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there.
TeamSupport
JANUARY 10, 2020
The new year is here and with it comes our annual list of key customer service trends! 1) Innovative technology will empower service teams (not replace them). 2) Customer service will be more than just reactive conversations. Customer Service Trends
Steve DiGioia
SEPTEMBER 9, 2016
One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Here’s why I like NPS so much as a KPI of customer service quality: Credibility.
TechSee
FEBRUARY 3, 2020
The generational knowledge gap in field services. Field service organizations in particular face the challenge of an aging workforce with 70% of those surveyed stating that they will experience knowledge loss caused by a retiring workforce over the next five to ten years.
delighted
DECEMBER 17, 2019
Thus, the resulting solutions are often short-sighted and ineffective, with similar or new symptoms reappearing as customer needs change and businesses grow. In an increasingly customer-centric world, avoiding band-aid solutions to customer experience problems starts by having a framework in place to evaluate the totality of an issue. Essentially, a root cause analysis uses these questions to uncover the optimal solution to any challenges: What’s the REAL problem here?
SharpenCX
MAY 6, 2020
Good customer service drives higher revenue, happier customers, and lowers churn. How you manage your contact center and develop your agents has a direct impact on customer outcomes and your bottom line. Good customer service doesn’t just save revenue, it generates it.
ProProfs Blog
JANUARY 17, 2020
Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. What is Customer Service Recovery? Self-Analysis.
Totango
FEBRUARY 25, 2020
Both are made up of individuals with a specialization—say, playing the clarinet or managing a Customer Success team. In today’s customer-centered economy, this is particularly true of Customer Success and Customer Service teams. Customer Service Responsibilities.
ShepHyken
NOVEMBER 21, 2016
Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer?
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