PPV Customer Service Case Study: Cable Company Avoids a TKO

TechSee

As the pre-fight preliminaries began at 6 pm, the call center started to receive angry calls from anxious customers who had paid for the broadcast but were unable to access the telecast. The PPV Customer Service agents checked the internal systems and found no technical issues.

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis.

6 Study-Backed Tips for “Best in Class” Customer Service

Provide Support

6 Study-Backed Tips for “Best in Class” Customer Service. Good quality customer service is the best interest for both companies and their customers today.

The Customer Service Gap

ShepHyken

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. This also puts your competition further away from your customers. Here are just a few ideas: Survey your customers.

Study: The Health of the Contact Center

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

5 Top Customer Service Articles for the Week of July 8, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

10 Customer Service Transformations That Can Overhaul Your Customer Experience

Micah Solomon

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

5 Top Customer Service Articles for the Week of December 3, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The Mount Rushmore of Customer Service Leaders by John DiJulius. The DiJulius Group) Who are the greatest Customer Service Leaders of all time?

Enhancing Customer Service Interactions With DiSC

Contact Center Pipeline

There are a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having now studied DiSC and received my credentials as a certified facilitator, there is no mystery […].

AI Customer Service: Today’s Most Transformative Technologies

TechSee

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.

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

New Study Reveals Reliance on Too Few. 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. transformation to meet elevated customer.

5 Top Customer Service Articles for the Week of March 25, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. How Blending Brand And Culture Can Impact The Customer Experience by Chris Cancialosi. Forbes) Customer experience is a memory.

New Study: Why Emotional Connection is Essential for Customer Loyalty

GetFeedback

Every company wants a slew of loyal customers who are excited about new products, features, and offerings. Customers will drop everything to attend a sale, try out a new feature, or write a positive review. But this does not need to be done on an individual level with each customer.

Best Practices for Getting Started with Chatbots in Customer Service

Unymira

Based on the recent CCW Market study, chatbots are one of the highest executive priorities for customer service in 2019. Chatbot Customer Service

Creating Award Winning Employee Engagement: A Case Study

Beyond Philosophy

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ One of the most important things they learned, however, was that improving Customer Experience starts with improving your Employee Experience and managing the pain of change for them. The way we did business years ago with a small base of customers was one-on-one, face-to-face, and we knew them intimately.

The Challenges of Omnichannel: Why so Many Contact Centers Struggle with Digital Self-Service

New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Digital Self Service Tweet this Customers want digital self- service options, such as chat and.

5 Top Customer Service Articles for the Week of April 15, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Pitfalls and How to Avoid Them by Sam Del Rowe. ” How to create a customer experience that keeps bringing people back by Joe Schultz.

5 Top Customer Service Articles for the Week of June 10, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner.

Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

This week we feature an article by Ford Blakely about text messaging which can provide that instant, convenient and low-friction customer experience that delivers delight. Let’s face it, customer service is the lifeline of any company. Reasons for bad customer service.

Dos and Don’ts of Building a Customer Service Chatbot: LiveChat Case Study

LiveChat

Here’s how we built our customer service chatbots, what we’ve learned, and – yes – what went wrong. But as much as we felt like the customer service chatbot pioneers, we already knew what problems we want it to solve. Customer service

The Top 3 Ways to Forecast for Your Contact Center

that customers may decide to go elsewhere, to. savings and improves customer satisfaction. overstaffing, minimizes customer wait times. and optimizes the customer experience. forecasted customer. customer’s initial. service levels. to Meet Any Custom.

5 Top Customer Service Articles for the Week of March 4, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Is Customer Service So Bad? Even the Slightest Bit of Friction Can Derail Your Customer Experience.

Smile Study: Guest Post by David Nielson

Chip Bell

In a 2002 study performed in Sweden , researchers confirmed what our grandmothers already knew—people respond in kind to the facial expressions they encounter. In the study, test subjects were shown photos of faces—some smiling and some frowning—and were required to respond with their own smiles, frowns, and non-expressions as directed by those conducting the experiment. Indeed, this cart-before-the-horse effect has been studied and measured by numerous researchers.

5 Top Customer Service Articles for the Week of May 27, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Amazon Bringing One-Day Shipping To Prime Shows The Real Battle For Customers by Daniel Newman. That translates to higher morale, lower turnover and happier customers.

New Research: Customer Service Trends and Best Practices

GetFeedback

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services.

The Health of the Contact Center: Are You Ready for 2019?

1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the. center, showing that brands are willing to do—and spend—what it takes to create loyal customers.

Anticipatory Customer Service: The Radar O’Reilly Standard

ShepHyken

So, what does all of this have to do with customer service? One of the characters, Corporal Walter “Radar” O’Reilly, played by Gary Burghoff , set a standard for customer service. Take the initiative and deliver a standard of customer service that would make Radar proud.

Chatbots or Humans: Which Will Win for Customer Service?

Transparent BPO

The battle between man and machine has continued since the invention of the wheel and, today has implications where customer service is concerned. Which will win out as the best option for resolving customer service issues? ” Dealing with angry customers.

5 Top Customer Service Articles for the Week of February 4, 2019

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Matters for B2B by Suketu Gandhi, Alanna Klassen Jamjoum, and Conrad Heider. Using AI To Get Closer To Your Customer by Abhi Yadav.

5 Top Customer Service Articles for the Week of October 15, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. The 3 Types of Customers That Will Talk About Your Business—and The One That Definitely Won’t by Jay Baer.

5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power.

Study: Executives Are Delusional About Customer-Centricity

Toister Performance Solutions

There's a famous statistic that 80 percent of executives believed their organization delivered a superior customer experience, but only 8 percent of customers agreed. A 2017 study by Capgemini Consulting sought to provide updated insight into the so-called executive disconnect.

5 Top Customer Service Articles for the Week of September 3, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. I call it The Convenience Revolution , and I’ve written an entire book about it and how you can use convenience to take your customer service to the next level.

5 Top Customer Service Articles For the Week of March 19, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Infographic: What Marketers Need to Know About Changing Customer Service Expectations by Erik Wander. My Comment: Customer service is everyone’s job.

New Data Reveals How Critical Customer Service KPIs are Enhanced by Visual Assistance Technology

TechSee

For years, companies have battled to strike the right balance between customer service KPIs. For example, heavy emphasis on low AHT would often negatively impact customer satisfaction. Customer Service KPIs – The Results.

5 Top Customer Service Articles For the Week of May 7, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. The author uses Overstock.com as the case study, and get this.

5 Top Customer Service Articles For the Week of February 26, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? Managing the Fragile Customer Experience by Laurent Bride. (IT

What Consumer Goods Companies Can Learn From Healthcare. 7 Lessons of Customer Service Excellence

C3Centricity

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.

3 Case Studies in Successful Social Media Customer Engagement

Win the Customer

Here are three lessons to be learned from brands that have effectively used social content publishing to start a conversation with customers and build long-term relationships. The post 3 Case Studies in Successful Social Media Customer Engagement appeared first on Win the Customer!

Guest Blog: 3 Simple Ways (Backed by Research) to Improve Customer Service Quality

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. Inform customers that you have received their request.