Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

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. Winners of the 2015 Award are: Jen Beier of 1st National Bank. They are attuned to customer and client needs.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

Experience Investigators by 360Connext

JANUARY 30, 2015

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 252

2013 Customer Service E-support 2014 252

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Quantifying the impact of bad customer service. Has Covid-19 widened the disconnect? . About Dixa.

Consumers 52

Consumers Brands Customer Service 2022 52

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. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

2015 247

2015 Webinar Entertainment Leadership 247

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

2015 49

2015 E Commerce Customer Experience 2014 49

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

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

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. 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.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Technology 265

Technology Customer Experience Social Media 2015 265

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Customer service has the power to make or break a company. Use Technology for Self Service.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Experience Investigators by 360Connext

JANUARY 23, 2015

In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? 11:00 AM - 11:30 AM CST.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Think Customers

SEPTEMBER 20, 2015

While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? recently released a new report aimed at helping them deliver customer service excellence.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS).

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2015 72

2015 Customer Experience Blog Customers 72

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. Published on: April 18, 2016.

Customer Service 49

Customer Service Social Media 2015 2016 49

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

2016 72

2016 Chief Customer Officer Customer Service 2015 72

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016.

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

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

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

2015 74

2015 Customer Experience 2016 Engagement 74

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. Published on: March 11, 2016. There are over 4.35

Brands 49

Brands Customer Service 2015 Insurance 49

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 49

Customer Service 2015 Contact Center Retail 49

Tricia Morris

APRIL 22, 2016

On May 23 – 25, the Nation’s Capital plays host to CRM Evolution , accompanied by the Customer Service Experience and SpeechTEK conferences running concurrently. Because of his success and passion for customer service, Eric has been featured in the Harvard Business Review , Entrepreneur and on ZDNet. .

Customer Engagement 40

Customer Engagement Insights Engagement 2015 40

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. On that note, let us focus on the positive side of customer service. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. The result?

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. These factors increase the focus on the customer experience as the key point of differentiation for retailers.

Retail 49

Retail E Commerce Customer Service Entertainment 49

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