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Guest Post: Should We Encourage Our Customers to Complain?

ShepHyken

He shares the four reasons why businesses should not shy away from customer complaints. Complaint resolution and service recovery must be a critical aspect of your customer experience strategy. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

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Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience

ShepHyken

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. Bots can enable automation to the extent of self-service (for basic queries/complaints) for the customers. Amazon is using bots for quick queries and complaint resolution.

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What Customer-Centric Companies Must Do To Become Customer-Obsessed

Beyond Philosophy

Customer obsession, what I refer to as ‘inside-out’ customer-centricity, has been a frequent subject of my blogs and articles. Customer Focus. Recognizing the information needs of their customers, they invest in altruistic content creation (over advertising); and they communicate proactively and in as personalized a manner as possible.

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The Contact Center Evolution: 5 Focus Areas to Move from Vanilla to Value

HGS

In a recent article, Vicki Jenkins , principal analyst at Nelson Hall, referenced how HGS’s Customer Excellence Centre London is delivering customized customer support programs capitalizing on location and demographic advantages. This continual channel shift has also influenced the nature and complexity of services being delivered.

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How to Create Service Standards that Really Work

Up Your Service

Follow up each complaint resolution within 24 hours. Did you enjoy this article? If you found this article useful, you might enjoy reading these other popular posts from our blog: Creating Customer Journey Maps that Work. Respond to every customer inquiry within 60 minutes. Resolve a client problem within 4 hours.

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The Omnichannel Customer Experience

CSM Magazine

Mobile and online channels have been on the rise in recent years, with digital channels being used more by customers for shopping and complaint resolution. Customers expect good—and fast—mobile and web services.

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The Five Building Blocks of Successful Customer Strategy

CSM Magazine

In either case, the feedback gained as part of the complaints process is hugely valuable, typically providing more in-depth insights than might be gained at other stages in the customer lifecycle. To ignore this is to miss an opportunity to learn and refine strategy going forward. Set expectations.