Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015!

2014 104

2014 Customer Experience 2015 Contact Center 104

Maz Iqbal

OCTOBER 10, 2014

The focus of this conversation is the customer experience themes that Nunwood call attention to in their 2014 UK Analysis Report. What Are The Primary Customer Experience Themes? I shared one of these customer experience themes with you in the last one. In 2014, customer’s expect ethics as standard. .

2014 78

2014 Customer Experience Retail Leadership 78

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. Impacts of consistent engagement. Customer loyalty. Customer Engagement Statistics 2020 Explained.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

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?

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Win the Customer

DECEMBER 25, 2019

The significant benefits of effectively engaging with customers on social channels make the investment worthwhile. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

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%. Don’t hesitate to engage.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Joe Rawlinson

JULY 8, 2015

And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. Accenture’s research also found that Millennials demand a customer-centric shopping experience and like to be treated like valued customers. Ongoing social engagement.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Experience Investigators by 360Connext

APRIL 30, 2015

Our Microinteraction of the Month comes from Stan Phelps of 9INCH Marketing who captured a rather unfortunate microinteraction that might offend customers. Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand.

Brands 266

Brands 2013 2014 Retail 266

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

Beyond Philosophy

DECEMBER 8, 2014

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.’ Colin is an international author of four best-selling books and an engaging keynote speaker. won the award, and I thought I would share with you what they did well.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

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

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? The Second Annual #CXDay is October 7th, 2014. Come celebrate with us!

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

OCTOBER 1, 2014

Why One Bad Customer Interaction Could Haunt Your Brand. A bad customer service email is just one interaction, but these kind of things could haunt your brand. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Spooky Microinteractions Linger.

E-support 274

E-support 2013 2014 Social Media 274

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Published on: September 11, 2015. Again, these figures are half those of electronics retailers.

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

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. Key Summary Of Discussion.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

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

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

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

Beyond Philosophy

DECEMBER 26, 2014

The great recession has made Companies realize keeping Customers is critical, especially when the bad times hit. We saw many more organizations contact us to help them emotionally engage with Customers, particularly after struggling with their budgets. Seven Predictions for the Customer Experience Industry in 2013.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

Experience Investigators by 360Connext

OCTOBER 31, 2014

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Disaster Alert: Proactive Customer Service to the Rescue.

2013 197

2013 E-support 2014 Social Media 197

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community. Communication Culture Customer Experience Customer Service Technology'

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

2014 70

2014 2004 Events Loyalty 70

Customer Enthusiast

SEPTEMBER 5, 2014

With the start of the 2014 NFL football season, I got to thinking about how customer service is like football. In face-to-face customer service, “blocking and tackling” consists of smiling, making eye contact, and adding energy to one’s voice. Customer Service Employee Engagement Enthusiasm at Work!

Customer Service 67

Customer Service 2014 Retail Books 67

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience 2014 2016 2012 154

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

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

Team HGS

AUGUST 29, 2017

3 Ways to Rethink Customer Service in the Subscription Economy. Customers are buying differently these days. And that means evolving customer service to reflect the changing drivers and outcomes. . What does this booming subscription economy mean for customer experience? customer engagement.

Customer Service 52

Customer Service Magazine Retail 2014 52

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

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

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

BirdEye

FEBRUARY 15, 2024

Overall industry trends The landscape of online reviews witnessed notable growth and engagement in 2023, reflecting its increasing influence on consumer behavior. As things started to return to normal, the increase in review volume pointed to a recovery phase, with people getting more engaged than before.

2024 109

2024 Automotive 2023 Healthcare 109

Experience Investigators by 360Connext

OCTOBER 6, 2014

Too often, the worst case scenarios are all we hear about when it comes to showcasing customer experience. Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. How can you get your organization to deliver an exceptional customer experience?

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

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

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Delivering excellent customer service in the utility sector can be difficult.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Experience Investigators by 360Connext

JANUARY 21, 2015

One airline trying to understand the actual journey more for their customers is Virgin Atlantic. I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

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