Tricia Morris

AUGUST 11, 2015

According to the American Customer Satisfaction Index (ACSI), a leading cross-industry consumer survey, citizen satisfaction with federal services overall is at an eight-year low , with satisfaction scores averaging 64.4 A big reason is because they’re not listening to and acting upon what their customers want or need.

Government 81

Government Customer Service White Paper 2015 81

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. One billion dollars! For information contact or www.hyken.com.

Customer Service 92

Customer Service 2011 2012 Customer Focused 92

Comm100

NOVEMBER 8, 2017

When 67% of consumers turn to social media for customer service support, and 87% of customers indicate that these interactions positively impact their buying decisions, integrating social media into your customer service support strategy becomes a no-brainer. Click here to download the full ebook.

Social Media 48

Social Media Customer Service Marketing Hotels 48

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

2012 82

2012 Customer Service Representative 2016 Contact Center 82

Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Telecoms are bad at CX around the globe!

Customer Experience 124

Customer Experience Customer Centricity 2012 Poor Customer Service 124

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.

2011 52

2011 2012 2010 Financial 52

Kayako

FEBRUARY 21, 2018

You might believe social media is a boon for customer care. A Google search for the phrase ‘social media customer service’ returns 117 million results. It’s easy to find authoritative articles, like this one , that claim customers love to use social media for customer support—and they have statistics to back it up.

Social Media 48

Social Media 2012 Customer Care Consumers 48

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations 2012 Social Media Measurement 40

Natalie Petouhof

FEBRUARY 4, 2016

Using machine learning to understand the intent of an incoming ticket and determine the best available response, Wise Auto Response automatically selects and applies the appropriate reply to address the customer issue without ever involving an agent. Founded in 2012,Wise.io Follow at @wiseio.

Customer Experience 40

Customer Experience 2012 Customers Customer Service 40

Magellan Solutions

FEBRUARY 13, 2022

After examining 82 research papers in 2012, it was revealed that ISO certification has “clear benefits” on organizations. That means, in terms of operations, customer happiness, and staff engagement levels, ISO has a positive impact on their process. Higher Quality in Customer Service. The ISO Certified BPO You Can Trust!

Call Center 40

Call Center 2013 Document 2012 40

Magellan Solutions

JULY 5, 2021

. – Does the BPO firm consider your customers as their customers too? – Do they get you involved in any decision-making process pertaining to the development of both the agents and customer service? Helpware creates customized teams for customer service and back-office functions of their business partners.

Call Center 40

Call Center 2021 E-support 2012 40

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Magellan Solutions

AUGUST 2, 2021

In 2012, the Department of Tourism launched its campaign “It’s More Fun in the Philippines.” 24/7 customer care. While IT will continue to remain the No. 1 sector in outsourcing, there are two other industries that are predicted to invest heavily in outsourcing in the coming years: healthcare and fintech.

Call Center 52

Call Center Contact Center Tourism Healthcare 52

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.

2022 10

2022 Customer Experience E Commerce Social Media 10

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. 5 Ways to Create a Customer Obsessed Brand. A customer obsessed brand starts with personalization. The Me-Economy.

Brands 52

Brands Omnichannel Loyalty E-support 52

Bold360

NOVEMBER 21, 2016

In 2017, we expect more curious customers; more chances for us to reach out to different kinds of people of all ages. It entices me to imagine what awaits us in 2017 for customer service. We eventually would like to have customer service reps that can chat 24/7 to provide fast service for our overseas customers.

2016 111

2016 2017 Customer Experience Social Media 111

Kustomer

OCTOBER 29, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Freedman from Kustomer to evaluate the formula for high performing CX teams. 5 Ways to Create a Customer Obsessed Brand. A customer obsessed brand starts with personalization. The Me-Economy.

Brands 40

Brands Omnichannel Loyalty E-support 40

Amity

OCTOBER 31, 2016

It’s always fun for me to look back at customer reviews from those early years as all of them mention how amazingly reactive and supportive our customer support team was (and still is). In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team.

Customer Success 0

Customer Success Customers Definition Metrics 0

Grade.us

JUNE 2, 2020

GatherUp is an online review management and customer service platform that’s geared towards growing businesses regardless of their size. They would pivot again, selling their pay-per-call business to IAC in 2012. Outstanding customer service. Their platform leans heavily towards local listings. Focus areas.

2020 47

2020 Management Net Promoter Score Multi-Channel 47