Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Wow your customers on social media with excellent service.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? Established in 2014, EBI.AI

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

PeopleMetrics

JULY 14, 2015

PeopleMetrics is proud to recognize its fifth-annual Brand Ambassador Award Winners. These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. The Importance of Brand Ambassadors.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Joe Rawlinson

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. There are a number of brands already catering to the demands of Millennials.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Experience Investigators by 360Connext

OCTOBER 1, 2014

It’s a chance to show your brand at its finest. Jeannie wrote last week about how micromapping can save your business , after her simple request from Regus revealed their shortage of empathy and ability to accommodate customer needs. Can you do the same for your customers? Added by Anne Reuss on Jan 31, 2014.

E-support 274

E-support 2013 2014 Social Media 274

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

Win the Customer

JANUARY 28, 2015

The telephone has been proven to be the most basic and core tool for any organization to truly understand its customers and effectively serve them. I recently attended the Association of National Advertisers’ 2014 Masters of Marketing Conference, alongside some 2,800 other marketers and vendors.

Customer Service 136

Customer Service 2014 Call Center Advertising 136

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. It was a sentiment I very much agreed with – you can read more about the 2014 results here. Rather, a brand is what a brand does. Powerful stuff.

2015 87

2015 2014 Brands Customer Experience 87

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business?

Customer Service 52

Customer Service Call Center Customer Service Representative Average Handle Time 52

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Wireless 89

Wireless Customer Service 2015 2016 89

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Blog 75

Blog Customer Service Management Retail 75

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. Published on: September 11, 2015.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

transcosmos Information Systems

SEPTEMBER 10, 2015

Exceptional customer service is one of the key factors to business success. In fact, a study shows that providing a bad customer service experience causes US companies a loss of an estimated $41 billion per year. Providing great customer service though is something that must extend to your social media channels.

Social Media 106

Social Media Customer Service 2014 Exceptional Customer Service 106

Second to None

APRIL 9, 2018

Measuring what the most successful brands are doing in any industry can serve as a great source of information for your organization. One recent initiative that organizations can learn from was implemented by the luxury brand Sephora. So we brought in-store and digital under one roof, along with customer service.

Brands 54

Brands E Commerce Retail Loyalty 54

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. We’ll get into further detail later: Brand.

Customer Experience 154

Customer Experience 2014 2016 2012 154

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? Thus, they can represent it better to your customers.

Customer Service 52

Customer Service Call Center 2008 2014 52

Bold360

OCTOBER 27, 2016

Well, long story short, now we know – While Vine measures a view as having watched an entire video (which last up to all of six seconds) and YouTube clocks in at 30 seconds, since 2014 Facebook has felt that a mere three seconds was enough to consider a video as “viewed”. Inaccurate Customer Service Metrics = A Shaky Foundation.

Metrics 93

Metrics Customer Service Marketing 2014 93

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Experience Investigators by 360Connext

OCTOBER 31, 2014

We think they are often overlooked and are the types of events that can make or break not only the experience of a customer with a brand, but someone's entire day. Why One Bad Customer Interaction Could Haunt Your Brand. Disaster Alert: Proactive Customer Service to the Rescue.

2013 197

2013 E-support 2014 Social Media 197

Tricia Morris

MAY 18, 2015

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

BlueOcean

JUNE 22, 2022

Read on to unpack our recommendations as an outsourcer supporting some of the world’s best brands in verticals from SaaS to travel and tourism. So, what should you ask when you’re addressing contact center technology in your RFP? Technical Resiliency. RFP Question: Describe your technical infrastructure relative to the remote work model.

Contact Center 156

Contact Center Technology Tourism 2014 156

ShepHyken

AUGUST 22, 2016

Each week I read a number of customer service articles from various online resources. 45 Ways to Improve Your Customer Churn Rate by Dev Tandon. TheKiniGroup) Here are 45 different ways for your team to reduce churn, at every step of the customer management process. Here are my top five picks from last week.

2016 0

2016 Article Customer Service Customer Retention 0

Team HGS

AUGUST 29, 2017

3 Ways to Rethink Customer Service in the Subscription Economy. Customers are buying differently these days. Customers are buying differently these days. And that means evolving customer service to reflect the changing drivers and outcomes. . customer engagement. Wed, 08/30/2017 - 11:37.

Customer Service 52

Customer Service Magazine Retail 2014 52

Experience Investigators by 360Connext

MARCH 24, 2015

Get real about your experience and brand. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it. Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. It’s a subtle but important idea.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. 3 Try to improve lives.

Brands 56

Brands Magazine 2014 Entertainment 56

Tricia Morris

JUNE 19, 2015

While many brands and organizations are stepping up and keeping up when it comes to multichannel customer service , it’s the transition between channels where service often stumbles, causing extra frustration for customers, even those who wanted to save time and effort by serving themselves.

Customer Service 77

Customer Service Chief Customer Officer Wireless Webinar 77

NetBase

AUGUST 4, 2020

Sometimes the next big thing for a brand is found in the places where there is a small amount of buzz, but not enough to make it immediately identifiable. Competitive intelligence that identifies new opportunities for your brand. Using social listening to solve consumer and brand concerns. Understanding White Space.

Social Media 83

Social Media 2014 Consumers Brands 83

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. Don’t fool yourself!

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Kustomer

AUGUST 26, 2022

The team at What It Means defines themselves as truly customer-obsessed, and hopes that you will be, too. Customer service expert and New York Times bestselling author Shep Hyken hosts this dynamic customer-centric podcast. The Chief Customer Officer Human Duct Tape Show. Author of Chief Customer Officer 2.0,

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

Customer Enthusiast

SEPTEMBER 16, 2014

These companies are breathlessly “hacking at the leaves” of customer acquisition with their social media strategies rather than artfully honing in and “striking at the root” of customer retention. Are you a qualified prospect or current customer of every brand you follow on social media? What I expected: Empathy.

Customer Service 77

Customer Service Social Media Customer Retention 2014 77

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

Natalie Petouhof

JULY 16, 2015

Tweet How many of you have waited for the “cable guy” or “phone person” or experienced customer service that just wasn’t close to being the experience you wish the brands you do business with would provide? One way to show they care is by providing better customer care.

Customer Service 63

Customer Service ROI 2014 Brands 63