ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. The 27 Best Customer Service Books by Mathew Patterson.

Customer Service 195

Customer Service B2C Personalization Metrics 195

IdeasUnlimited

NOVEMBER 15, 2021

Regardless of product quality, customer satisfaction can make or break your ecommerce business. Here at IdeasUnlimited, we’ve learned the tremendous value of high-quality customer service in the ecommerce industry. Improving Customer Trust. Online customers expect fast and responsive service for their queries.

Customer Service 75

Customer Service B2C Call Center Scripts 75

IdeasUnlimited

NOVEMBER 15, 2021

Regardless of product quality, customer satisfaction can make or break your ecommerce business. Here at IdeasUnlimited, we’ve learned the tremendous value of high-quality customer service in the ecommerce industry. Improving Customer Trust. Online customers expect fast and responsive service for their queries.

Customer Service 75

Customer Service B2C Call Center Scripts 75

Working Solutions

JUNE 14, 2019

The quality of customer care is important for any company—and not just for its reputation, but also for its bottom line. According to Zendesk, 42% of B2C consumers will make more purchases from a business after receiving a “good customer service experience.”

B2C 40

B2C Customer Service Customer Care outsourcing 40

IdeasUnlimited

NOVEMBER 15, 2021

Regardless of product quality, customer satisfaction can make or break your ecommerce business. Here at IdeasUnlimited, we’ve learned the tremendous value of high-quality customer service in the ecommerce industry. Improving Customer Trust. Online customers expect fast and responsive service for their queries.

Customer Service 40

Customer Service B2C Call Center Scripts 40

Fonolo

NOVEMBER 1, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via messaging channels (Facebook Messenger, WhatsApp, WeChat, etc.). then it can deliver great customer service and build a lasting and loyal customer base. Impact of Messages on Customer Service.

Customer Service 69

Customer Service B2C Finance Engineering 69

Fonolo

OCTOBER 30, 2018

Originally preferred for person-to-person communication, the past few years have seen a surge of B2C communication via Messaging channels (ex: Facebook messenger, WhatsApp, WeChat etc). Impact of Messages on Customer Service. VPs & Directors of Customer Service. VPs & Directors of Customer Experience.

Customer Service 52

Customer Service B2C Engineering Finance 52

Clarabridge

OCTOBER 23, 2015

Social media has made it easy for people to vent about bad service. Companies no longer control the terms of engagement with customers for customer service. It’s the customer who determines when and how they reach out to a brand. Telecoms are in high demand of social customer service.

Transportation 64

Transportation Customer Service Banking Finance 64

The Northridge Group

MAY 2, 2023

It has immense promise not only for enabling people to talk with machines but also for improving customer service, providing emotional support, and revolutionizing key processes associated with other lines of work that are currently done solely by humans. which was limited to text-based input.

Contact Center 67

Contact Center B2C Chatbots B2B 67

C3Centricity

OCTOBER 22, 2018

I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. Is that how your own customer care centre exchanges feel?

Healthcare 81

Healthcare Customer Service Customer centricity CRM 81

CX Global Media

JULY 8, 2019

Lance Gruner EVP, Global Customer Care at Mastercard | Keynote Speaker | CX Expert. There was no seat for neither him nor the customer at the table. Now, Lance leads B2B and B2C customer care, global CX and insights, engagement, and customer-centric culture transformation organization-wide.

Contact Center 120

Contact Center Education Coaching B2B 120

Answer Dash

MAY 7, 2018

But what exactly are customers’ expectations today, and how have they evolved in recent years? Today’s Customer Expectations Fast Customer Service “Three-quarters of online customers said they expected help within five minutes,” ( McKinsey ) Superior Service According to McKinsey , customers desire superior service.

Customer Experience 54

Customer Experience B2C B2B SaaS 54

Interactions

JANUARY 30, 2020

And when you drill down and get more specific into this area of focus, leading industry analyst firms Tractica and IDC both identify automated customer service as the number one use case for AI-enabled digital transformation. Companies spend the large majority of their customer service on voice.

Chatbots 77

Chatbots B2C Customer Experience Analytics 77

TechSee

SEPTEMBER 3, 2019

As customer service leaders envision the contact center of the future, a key question is whether agents will need to come in to work at all. After all, the costs of operating a physical contact center are immense, and the challenges of training , motivating and retaining staff remain major pain points for all B2C organizations.

Contact Center 84

Contact Center B2C Self service Contact center software 84

Connecting the Dots

DECEMBER 1, 2021

Word-of-mouth and margin impact by granular issue The key to winning new customers is word-of-mouth (WOM) referrals. Successful B2C companies like Harley Davidson, Chick-fil-A and USAA get more than seventy percent of their new customers from WOM. Harper Collins, 2015. [3] The post Net Promoter Score 3.0

B2C 62

B2C Advertising B2B Metrics 62

Skybridge

JULY 8, 2020

Contacted one of your customer service representatives to place an order or resolve an issue? As CX professionals, we spend a lot of time collecting customer information, analyzing survey data, completing journey maps, creating process maps, using measurements to track our progress against established metrics and so on.

Journey mapping 52

Journey mapping Interactive Voice Response B2C B2B 52

Quiq

APRIL 29, 2020

The 100+ page report presents data, insights, and usable best practices that all B2C and B2B companies can use now and going forward. The shuttering of contact centers, either voluntarily or due to government mandates like those in the Philippines and India, was a hard lesson learned about scale and flexibility for customer service.

B2C 52

B2C Wait times Government B2B 52

Pointillist

SEPTEMBER 10, 2020

Journey orchestration incorporates the full understanding and context of a customer’s experience at every interaction—whether it is instigated by your customer or your company. According to Forrester , “RTIM aligns outbound marketing campaigns with inbound, customer-initiated interactions to ensure relevance.”

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Skybridge

OCTOBER 20, 2020

Businesses that survive the onslaught successfully will be those that make shopping easy and safe, including convenient digital ordering, creative and efficient fulfillment and responsive customer service, according to Rob Garf, VP of industry insights for retail and consumer goods at Salesforce.” Skybridge Americas.

B2C 52

B2C Sales Marketing Personalization 52

JustCall

APRIL 19, 2023

Additionally, marketing creates awareness for your brand and its products/services, which will drive both prospective customers and loyal relationships. Generally, it’s advisable for: B2B businesses to spend 2-5% of their revenue on marketing B2C businesses to spend 7-10% of their revenue on marketing 3.

Customer centricity 52

Customer centricity Enterprise voip B2C 52

JivoChat

MARCH 25, 2021

Live chat is the platform with the highest customer satisfaction rates. 73% of customers are satisfied with their live chat experience, compared to 61% of email users and 44% of phone users. 73% of consumers say that valuing their time is the most important thing a company can do when providing customer service.

Wait times 52

Wait times Sales Scripts B2B 52

JivoChat

MARCH 25, 2021

Live chat is the platform with the highest customer satisfaction rates. 73% of customers are satisfied with their live chat experience, compared to 61% of email users and 44% of phone users. 73% of consumers say that valuing their time is the most important thing a company can do when providing customer service.

Wait times 52

Wait times Sales Scripts B2B 52

Taylor Reach Group

MARCH 26, 2018

Dive into the innovation, strategies and tactics you’ll need to success in Today’s Ecommerce environment – from increasing customer satisfaction to boosting productivity and cutting costs. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. Smart Customer Service 2018 April 9 – 11, Washington, DC.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

ProProfs Blog

JANUARY 30, 2020

Companies that successfully engage their B2B customers reported 63% lower customer attrition. The benefits of customer engagement are not just restricted to B2C sectors. With successful customer engagement strategies, a B2B business can easily lower customer attrition. Mobile Customer Engagement.

B2B 204

B2B Banking Personalization Employee engagement 204

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center 52

Contact Center Real estate Customer Service Self service 52

BlueOcean

JUNE 21, 2022

Need to understand the nuances of complex B2C customer care? So, without further ado, it’s my great pleasure to announce Deep CX , the official podcast of Blue Ocean, made by and for people who care deeply about the customer experience. We’ve got a blog for that. Read on , my friend.

B2C 12

B2C outsourcing Call Center Customer Care 12

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Customers are switching services and switching brands rapidly. Customer service is no longer a commodity, it’s a competitive differentiator.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. Customers are switching services and switching brands rapidly. Customer service is no longer a commodity, it’s a competitive differentiator.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

REVE Chat Blog

JUNE 17, 2020

companies lose more than $62 billion annually due to poor customer service.”. In order to retain your customers delivering consistent experience is imperative. Businesses that build a strong customer experience strategy can reap the benefits of repeat business and develop a loyal customer base.

Customer Service 78

Customer Service Self service Average Handle Time Brand ambassadors 78

SmartKarrot

JUNE 29, 2022

It represents a crucial customer journey for enterprises, now more than ever. As customers are moving towards self-service solutions and personalization, businesses need to empower their customer service with better tools, services, and processes to ensure customer care is at the top of their priority list.

Enterprise 11

Enterprise Customer Experience B2B SaaS 11

SmartKarrot

FEBRUARY 16, 2022

Employee engagement rises by 20% on average in companies that take steps to improve their customer experience. Providing a high-quality customer experience can save up to 33% of customer service costs. What do customers have to say about customer experience? 50% of the consumers in the U.S.

Customer Experience 10

Customer Experience B2B Advertising B2C 10

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 77

Customer Experience Coaching B2C Customer Care 77

ShepHyken

JUNE 12, 2017

Each week I read a number of customer service and experience articles from various online resources. 27 Experts Discuss Key Customer Support Metrics That Drive Growth by Robbie Richards. The titles of the experts weighing in include CEO’s to directors of customer success, engagement, etc. Follow on Twitter: @Hyken.

Customer Service 195

Customer Service Metrics B2C B2B 195

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 62

Customer Experience Coaching B2C Customer Care 62

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. different methods to accurately measure customer experience. The large majority of B2B companies use surveys, while B2C conducts user interviews.

Customer Experience 71

Customer Experience B2B B2C Contact Center 71

Comm100

FEBRUARY 19, 2020

Your VIPs are your company’s most important customers , as defined by you. Whether you work in a B2B or B2C industry, you can identify your VIPs either by demographics, or by their activity with your brand. On the other hand, deny certain customers VIP status and you could damage relationships or undermine loyalty. Conclusion.

B2C 64

B2C B2B Advertising Accountability 64

JustCall

MARCH 23, 2023

Introduction Two words: Customer Service. These days companies are running in the race for customer loyalty by leveraging customer service and better customer experiences. In fact, customer service ensures better returns for your business over product quality.

outsourcing 52

outsourcing B2B B2C Marketing 52