Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., Guest post by Matt Dixon.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels.

2015 79

2015 Customer Service 2010 Webinar 79

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Technology 88

Technology Customer Service 2010 Social Media 88

Bold360

DECEMBER 12, 2019

Sure, you know the importance of customer service. One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game.

Customer Service 40

Customer Service 2010 Competitive Advantage Poor Customer Service 40

CSM Magazine

JUNE 19, 2019

Customer expectations of interactions with brands and businesses have intensified and show no sign of slowing down. Increasingly time-poor consumers often expect an organisation to know what they are contacting them about, and how to resolve any issues on demand. Stewart Kitson is Head of Customer Service at SmartDebit.

Loyalty 69

Loyalty Customer Service Social Media 2010 69

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Is it about the least expensive service? Hence, they can provide a better service quality for your consumers.

Customer Service 52

Customer Service Call Center 2008 2014 52

Service Untitled

AUGUST 12, 2011

A recent survey conducted by American Express shows Americans demanding better customer service as compared to last year. Statistics showed 70 percent of consumers willing to spend 13 percent more for “WOW&# service as compared to 2010 when only 55 percent of consumers were only willing to spend 9 percent more.

Consumers 55

Consumers Airlines 2010 Travel 55

NetBase

JANUARY 28, 2020

NetBase Quid will give businesses an unprecedented solution to understanding consumer and market data. The combined company is the next generation consumer and market intelligence platform. This new company will provide the ultimate resource in understanding consumer context.”. Leadership View: The NetBase Quid Difference.

Social Media 124

Social Media Airlines 2010 Leadership 124

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 113

Net Promoter Score NPS Insurance Airlines 113

CSM Magazine

JUNE 27, 2023

Zenarate raises $15M and leads movement from passive training to natural language AI Simulation Training to develop confident and prepared customer service and sales agents who deliver superior empathetic experiences and performance. Founded in 2010, Volition has over $1.7

Telecommunications 59

Telecommunications 2023 Insurance Healthcare 59

Forrester

JUNE 21, 2016

To do that we compared five pairs of publicly traded companies where one company in each of the pairs had a significantly higher score than the other in Forrester's Customer Experience Index during the period 2010 to 2015. Then we gathered financial data from company SEC filings like Forms 10-K and 10-Q.

2016 75

2016 Customer Experience 2010 2015 75

Service Untitled

SEPTEMBER 13, 2010

Service Untitled The blog about customer service and the customer service experience. a Georgia provider of Customer Experience Management reported American consumers feel customer service satisfaction has slipped since the first quarter of the year. noted the downward trends.

Consumers 43

Consumers Blog 2010 2006 43

GetFeedback

DECEMBER 27, 2018

Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. This is a unique problem.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

CSM Magazine

NOVEMBER 13, 2019

Utilita, one of Britain’s leading suppliers of Smart Pay As You Go Energy, has recruited a digital ‘workforce’ to relieve their human counterparts of laborious, time-consuming tasks and make the business more efficient. The company serves approximately 800,000 customers, managing around 1.3million meters.

Customer Service 40

Customer Service 2019 2003 2010 40

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

Contact Center 62

Contact Center 2010 Loyalty Customer Retention 62

Interactions

JUNE 24, 2021

Taking a step back, we know that there are some things that brands are collectively doing right in customer experience. Imagine if we time travelled back to 2010. I’m pretty sure that we would be astounded at the lack of channels, integration, and overall speed, personalization, and convenience of service that we had back then.

Customer Experience 71

Customer Experience Contact Center 2010 Poor Customer Service 71

Service Untitled

NOVEMBER 10, 2011

According to a Price Grabber survey, 45 percent of consumers say they are going to spend less on holiday shopping compared to what they spent in 2010. And what that means is the need of customer service representatives demonstrating those people skills that assure shoppers they are making good decisions.

Customer Service 47

Customer Service 2010 2011 Rewards Programs 47

ProProfs Chat

FEBRUARY 19, 2021

Imagine your customer makes multiple calls to the customer support team before their query is resolved. It involves a great effort which is both time-consuming as well as frustrating. But on the other hand, less wait time indicates efficient customer service and low customer effort.

Effort Score 52

Effort Score 2010 Multi-Channel 2013 52

CloudCherry

JANUARY 22, 2020

Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development. But voice of the customer data can also come in real-time. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company.

White Paper 243

White Paper Social Media Feedback 2019 243

InteractionMetrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. Test : End where you started: with the consumers.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

NetBase

JUNE 4, 2020

And Pinterest is perfectly positioned to sell recipe ingredients to its significant and highly engaged consumers! If you aren’t thinking about how to rebuild your business strategy to adapt to this new consumer capability, you should be! Social media truly becoming a one stop shop for consumers. Do consumers ever need to leave?

Social Media 70

Social Media 2010 Retail Consumers 70

Service Untitled

FEBRUARY 20, 2012

The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. drop from 2010. The Department of Transportation received 11,545 complaints – up 5 percent from 10,988 in 2010. CNN states mishandled baggage was at an all time low for 2011 – 3.39

Airlines 48

Airlines Customer Service Transportation 2010 48

Magellan Solutions

MAY 3, 2022

As the lifeblood of most industries, there is no wonder why even the largest multinational companies aim to attract and please as many consumers as they can. In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand.

Call Center 81

Call Center Telecommunications Banking Financial 81

Service Untitled

DECEMBER 16, 2011

In a global survey, Accenture wrote about deteriorating customer service and how most of us have at least switched one of our own service providers because we were displeased that our expectations had not been met. The consumer no longer will deal with that organization, and the company has lost a customer.

Customer Service 50

Customer Service 2010 Airlines Customers 50

CSM Magazine

JANUARY 27, 2021

The current situation has highlighted the need for a robust and deliverable customer service strategy. One company that is leading the way with a strong customer-centric approach is Blindster , the nation’s leading custom-made window treatment retailer.

Customer Satisfaction 52

Customer Satisfaction E-support Retail 2010 52

Service Untitled

SEPTEMBER 15, 2011

In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. By 2014, consumer purchases using e-retail is expected to exceed $249 billion. Customers like to touch, feel, and taste; it’s all part of the retail experience.

Customer Service Strategies 48

Customer Service Strategies Customer Service 2014 2010 48

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house.

2010 98

2010 2015 Poor Customer Service 2005 98

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ShepHyken

APRIL 3, 2023

Each week, I read many customer service and customer experience articles from various resources. Of course, if the customer/passenger needs help beyond the self-service experience, they can connect with a human agent. Here are my top five picks from last week. She worked on it every day between 4.00

Article 9

Article 2023 Customer Service E Commerce 9

Customer Bliss

APRIL 26, 2016

Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. This will be quite interesting for those of you wanting to pursue your own customer room. Consumer Markets at Liberty Mutual. Consumer markets business has 17,000 employees and generates $16.8B

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Service Untitled

OCTOBER 1, 2010

Service Untitled The blog about customer service and the customer service experience. The International Customer Association began Customer Service Week in 1988, and in 1992 Congress proclaimed Customer Service Week a nationally recognized event.

Blog 44

Blog Customer Service 2010 2006 44

TechSee

SEPTEMBER 21, 2021

No longer are consumers watching news, entertainment, and sports over a limited number of channels at specifically scheduled times of the day. Consumer shift toward streaming content. These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV.

2028 41

2028 Entertainment Advertising 2010 41

Service Untitled

JANUARY 25, 2011

In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. Portas thinks that Britain has the worst customer service, and customers have never had it so bad.

Customer Service 54

Customer Service 2010 Retail Customer Centricity 54

CSM Magazine

OCTOBER 1, 2020

Stone served as CFO for marquee Amazon operations during key periods of growth, including Amazon devices and digital content from 2010 to 2011 and Amazon Web Services from 2012 to 2015. ASAPP delivers AI innovations that exponentially increase the operational performance of customer experience teams for leading consumer companies.

2011 52

2011 2012 2010 Financial 52

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

2020 26

2020 Article Customer Service Customer Retention 26

Avaya

MARCH 23, 2017

At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). According to Accenture, there is an estimated $6 trillion in global revenue up for grabs due to dissatisfied customers constantly switching providers. Every customer is familiar with the call queue.

Apparel 61

Apparel 2010 Contact Center Call Center 61