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

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

Comm100

FEBRUARY 19, 2014

When one thinks of providing a great customer experience, it’s easy to visualize some of the more common aspects of customer service – employees with customer friendly attitudes, giving the customer their money’s worth and promptly resolving any concerns or issues. Web Chat – Customers Love It!

2014 40

2014 Customer Satisfaction Multi-Channel Social Media 40

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

E Commerce 100

E Commerce 2014 Customer Experience Customer Expectations 100

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

Retently

MARCH 23, 2023

Comcast’s customer service is among the lowest-rated in the United States. In fact, the brand’s service is so poorly rated by its customers that it’s become subject to senate hearings , in which the company presented a plan to improve its relations with clients.

Net Promoter Score 102

Net Promoter Score NPS Insurance Airlines 102

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

PeopleMetrics

JULY 14, 2015

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. Brand Ambassadors focus on the people-side of business, which can be seen in the amount of customer recognition they generate.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

GetFeedback

JUNE 12, 2019

But McKinsey argues that it’s nearly impossible to deliver consistent service without managing the entire buyer’s journey. Because there are more potential touchpoints than ever before, the first step to improving customer service is taking a closer look at the entire journey. Response rates were low, and our costs were high.”.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

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 48

Social Media Customer Service 2014 Exceptional Customer Service 48

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? But they do expect companies to care.

Customer Service 63

Customer Service ROI 2014 Brands 63

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Experience Investigators by 360Connext

NOVEMBER 8, 2022

Tumultuous economies, unpredictable landscapes, and increasing customer expectations create even more angst here. Leaders are expected to “deliver” but aren’t really aligned with what that actually means. CX strategy is not just about the customers. Deloitte & Touche, Customer Centricity 2014 ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It was a sentiment I very much agreed with – you can read more about the 2014 results here. Expectations – Managing, meeting and exceeding customer expectations.

2015 87

2015 2014 Brands Customer Experience 87

ijgolding

SEPTEMBER 8, 2014

What a phenomenal way of dealing with a customer enquiry!! Response via Email 06/09/2014 10:37. As Brian said in his Facebook post about the experience – no charge, no hassle, just amazing customer service. Not only did Brian receive a postal response, he also received the following email: Subject. Disney Store.

Customer Experience 131

Customer Experience 2014 Customer Expectations Customer Retention 131

Joe Rawlinson

JULY 25, 2018

If you feel like you may need to think about hiring dedicated customer support here are three indicators that you may be right. Customers expect excellent service when making purchases. Not only do they expect to be served, but they expect to be served within what they consider to be a reasonable amount of time.

Social Media 84

Social Media 2017 2014 Poor Customer Service 84

Bold360

JANUARY 5, 2017

It can be hard to navigate the murky waters of customer service, especially during peak seasons when it can feel like you’re swimming as hard as you can but you’re barely managing to tread water as the current pushes right back against you. Sense a pattern? Let’s look at some facts.

2017 65

2017 E Commerce E-support 2014 65

C3Centricity

OCTOBER 1, 2019

The above personal example I give is one way that the hotel staff ensure they have enough time to correct whatever is not a “ superior experience ” as they term their own desired service level, and to continue to offer total customer satisfaction. Customer service to Amazon means going beyond customer satisfaction alone.

Customer Satisfaction 72

Customer Satisfaction Hotels Marketing Customer Centricity 72

CSM Magazine

FEBRUARY 9, 2021

Property companies will continue to focus on customer service as a differentiator. . Create genuine sales and lettings leads for agents – pent up demand for property means higher customer expectations and greater competition among agents and landlords. Established in 2014, EBI.AI Abbie Heslop at EBI.AI

Marketing 59

Marketing Competitive Advantage Automotive Transportation 59

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

2017 63

2017 Financial Banking 2014 63

Natalie Petouhof

APRIL 12, 2016

What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

2014 49

2014 Connections Leadership Customer Journey 49

ijgolding

MAY 20, 2015

Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports. The company was named ninth on Business Week’s top 25 companies customer service list in 2007.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. Are they really providing value to the customer? The bottom line is customers expect, in fact demand, an unparalleled customer experience.

Customer Experience 66

Customer Experience Hotels 2014 2025 66

Michelli Experience

JULY 5, 2016

Forbes magazine has labeled him the “most bankable star” and as of 2014 his movies alone had grossed $6.6 Additionally, customers expect that a product or service will meet their needs and demand operational excellence when we deliver those products and services to them. 3 Try to improve lives.

Brands 56

Brands Magazine 2014 Entertainment 56

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Consumers 24

Consumers 2014 Customer Care Customer Expectations 24

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Customer expectations. Customer loyalty. Active customer engagement is crucial for any business to become a success. Communication challenges.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Tricia Morris

JULY 29, 2016

Just a few years ago, Gartner Research conducted a marketing spending survey where 89% of the responding companies said that by 2016, they expected to compete mostly on the basis of customer experience. Customer Experience Index , and if the U.S. ————– Learn More About Customer Expectations.

Customer Experience 57

Customer Experience 2016 Wireless Webinar 57

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Consumers 20

Consumers 2014 Customer Care Customer Expectations 20

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Analyze alternatives.

Presentation 103

Presentation Multi-Channel Return on Investment 2014 103

COPC

SEPTEMBER 5, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Financial 40

Financial 2004 2014 Innovation 40

COPC

SEPTEMBER 4, 2019

Ding Yi (Allen), Director of Customer Service. recently sat down with Ding Yi (Allen), Director of Customer Service, who oversees the development of artificial intelligence (AI) in customer service at Ant Financial. “… the technology revolution (e.g.,

Financial 40

Financial 2004 2014 Innovation 40

ENGAGE.cx

JULY 9, 2015

Social is driving sales for ecommerce: Q1 2015 data from a MarketLive survey indicates that US retail ecommerce traffic driven by social jumped nearly 200% between Q1 2014 and Q1 2015. Are they really providing value to the customer? The bottom line is customers expect, in fact demand, an unparalleled customer experience.

Customer Experience 40

Customer Experience Hotels 2014 2025 40

ProProfs Chat

FEBRUARY 13, 2020

Hard to Attain Customer Loyalty. Customer Loyalty Through Customer Satisfaction. Customer Loyalty Program Improving Sales. Mobile Customer Loyalty. Customer Loyalty Brands. Customer Service Loyalty. Retail Customer Loyalty. Customer Loyalty & Retention. million to 3.8

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

SaleMove

MAY 8, 2018

Many times, if there is a mistake on the customer service side, it is swept under the rug in favor of losing reputation or being punished. A ccording to a Harris Interactive Pol l, customer service agents failed to answer customers’ questions nearly 50% of the time. Common Reasons for CX Failure.

Customer Journey 40

Customer Journey Customer Centricity 2014 Omnichannel 40

Comm100

FEBRUARY 5, 2018

First, knowledge bases are an excellent way to store critical information relating to customers, services, products or even general office or employment information. But customer-facing knowledge bases, when provided in addition to standard customer service channels, are often a win-win on this front. Download Now.

E Commerce 41

E Commerce Contact Center 2012 E-support 41

Kayako

MAY 11, 2017

Consistently exceeding expectations is what any entrepreneur or startup should aim for to increase customer bookings and enjoy growth. Companies like Virgin Atlantic, British Airways, and Zappos go the extra mile to ensure their customers receive top-notch customer service. What does “average” service look like?

Customers 99

Customers Customer Journey Customer Retention 2014 99