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. Service is a Growing CRM Investment. Customer Service Maturity Yields Measurable Gains.

Wireless 89

Wireless Customer Service 2015 2016 89

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Stop ruining your customer’s day by ignoring the little things or thinking you’ll fix what you know is broken tomorrow.

2015 247

2015 Webinar Entertainment Leadership 247

Tricia Morris

SEPTEMBER 25, 2015

This year, nTelos Wireless showed its continued focus on the customer by making a major investment in delivering the best value and customer service experience, no matter what channel the customer prefers – and a big consideration in its investment was valuing their customers’ time. .

Wireless 72

Wireless Customer Service 2015 Telecommunications 72

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

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center. Small Change Can Make a Difference.

White Paper 85

White Paper Engagement Customer Service 2015 85

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

Experience Investigators by 360Connext

JANUARY 26, 2015

And I nod along as my seat mate or party friend tell me the latest horror story of waiting on hold, paying for service that wasn’t requested, losing service unexpectedly, or more. The viral videos of customer service reps losing their cool or falling asleep on couches fit nicely into these categories, too.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Clarabridge

AUGUST 28, 2015

If this is still a mystery to you, you will quickly understand when you need to provide customer service. As a type of self-service customer care , direct your community to it with helpful links. In any customer service environment, flexibility is key. Customer care team, at your service!”).

Customer Service 75

Customer Service Social Media Customer Care 2015 75

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. It is also important to hire customer service reps that care, and who already have the personality to succeed in a customer service position.

Blog 88

Blog Customer Service Workshop 2015 88

CSM Magazine

OCTOBER 16, 2023

Where they can continually evolve and improve their communications and discover new innovative ways of working to enhance customer care and do more with less which is critical for them,” comments Jonathan Sharp, CEO, Britannic.

2015 52

2015 Consulting Customer Care Innovation 52

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Blog 92

Blog Customer Service Connections 2015 92

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. Will customers care about this improvement? It’s all about the customer! Impressive #leader who understands what #customer first leadership means. Jack Ma @AlibabaGroup “women are key to #success “!

2015 217

2015 Leadership Innovation 2014 217

Provide Support

AUGUST 18, 2015

Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. How can you ensure that your customer service is swift and easily available? Of course, multi-channel customer service is still important. Human contact.

Customer Satisfaction 87

Customer Satisfaction Customer Service Multi-Channel 2015 87

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Martin Hill-Wilson

SEPTEMBER 2, 2015

I’ve come across quite a few of the brands that offer social customer service here in the UK. They tend to be seasoned customer service pros maybe with a personal track record in social engagement. Recently I’ve noticed these teams are being co-located with digital service teams sometimes even cross skilled.

Customer Service 55

Customer Service 2015 Customers Customer Journey 55

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Provide Support

NOVEMBER 24, 2015

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more.

Social Media 54

Social Media Customer Service 2003 2015 54

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

TechSee

JANUARY 29, 2019

Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation. Computer vision is relevant across the entire customer journey, including sales and commerce, marketing and customer service.

E Commerce 164

E Commerce E-support Sales Fashion 164

Comm100

JUNE 30, 2016

Time and time again, we see evidence that great customer service experiences are critical in maintaining customer loyalty and satisfaction. According to research conducted in 2015 by Aspect Cloud Solutions , 76% of respondents see “customer service as a ‘true test’ of how much a company values them.”

Customer Service Training 55

Customer Service Training Customer Service Seminar Banking 55

TechSee

APRIL 10, 2019

The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Visual engagement means the use of a visual communication channel – live video, recorded video, photo stream or photo chat messaging – by a customer service organization in order to facilitate issue resolution. Power’s 2018 U.S.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

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

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

2003 78

2003 2015 Exceptional Customer Service Communication 78

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

transcosmos Information Systems

FEBRUARY 13, 2018

Modern-day CEOs are taking a more hands-on approach and becoming the frontrunner of their companies when it comes to providing excellent customer service. They’re channeling their customer persona when developing customer-friendly policies within their organization or establishing an up-close and personal relationship with customers.

2009 84

2009 2013 2015 2016 84

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. But how does employee self-service knowledge separate the best from the rest? Customer Service. Here are seven key ways: 1. Engagement. Profitability.

White Paper 104

White Paper 2015 Culture 2014 104

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. If you have a story to share, let us know.

2014 104

2014 Customer Experience 2015 Contact Center 104

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated.

Social Media 40

Social Media Customer Service Contact Center Customers 40

Provide Support

NOVEMBER 3, 2015

Customer Service Channels. When starting an online business your main concern is the communication channels your customers will use to get in touch with your team. Personalized and prompt customer service gives you an edge over the bigger and more well-known competition. © 2003 - 2015 Provide Support LLC.

2003 53

2003 2015 Exceptional Customer Service Communication 53

Win the Customer

FEBRUARY 26, 2016

Customer Care in a Transparent Company. Expanding the umbrella further, marketing is just one part of the total customer experience. In this social media driven world, brand transparency is a talking point for word-of-mouth customer care.

Brands 69

Brands Social Media Airlines 2015 69

Tricia Morris

AUGUST 21, 2015

Customer experience is how a customer feels about a company over time. Customer Relationship Management (CRM) is a technology and system that sustains sales, marketing and customer service activities. Four Areas that Must Be Coordinated in Customer Success Management: strategy, processes, leaders, and data.

Customer Focused 111

Customer Focused Customer Relationship Management 2015 Events 111

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. And we suspect that this is happening beyond telecoms customers.”.

Net Promoter Score 40

Net Promoter Score 2015 Call Center 2013 40

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

Provide Support

SEPTEMBER 27, 2016

Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). © 2003 - 2015 Provide Support LLC. Read more. Published in Provide Support Blog , 2016. Permalink | No comment.

2003 89

2003 2015 2016 Loyalty 89

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