ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. That stat probably applies to other social channels as well. My Comment: Here is some interesting info on customer support.

2016 127

2016 Article Customer Service 2017 127

Inbenta

NOVEMBER 29, 2022

There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. Using a technology called Natural Language Processing , the mood of the customer can be detected, and an appropriate response can be given. 14-DAYS FREE TRIAL.

Multi-Channel 90

Multi-Channel Customer Experience Omnichannel Social Media 90

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). What have we learned during COVID?

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Think Customers

JANUARY 11, 2016

It's the time of the year again when savvy customer experience leaders are planning their strategies for 2016. Separating their organizations from their competition is no longer about price and features; instead it's about providing quality customer experiences. 1to1Media.com/weblog.

2016 73

2016 Customer Experience Blog Customers 73

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

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. My Comment: One way to improve the customer experience is to personalize it.

2016 78

2016 Article Customer Service Books 78

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 82

2022 Customer Service Omnichannel 2021 82

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Messina is an expert on this subject.

Social Media 166

Social Media Call Center 2016 Multi-Channel 166

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. However… 2.

Insurance 68

Insurance Net Promoter Score Customer Service Social Media 68

Tricia Morris

JUNE 13, 2016

Expectations for customer service have grown over the past few years: around convenience, speed, agent knowledge and insights – and by far around channel availability and digital transformation. 56% of global consumers say they have higher expectations for customer service now than they had a year ago.

2016 40

2016 Customer Service Webinar Social Media 40

ShepHyken

APRIL 3, 2017

Each week I read a number of customer service articles from various online resources. Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. In 2016, the conference organizers added a Customer Service track to the list of 20 or so other tracks. by AJ Agrawal .

2017 76

2017 Article Social Media Customer Service 76

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. Which is great, to a point.

Connections 94

Connections Customer Service Social Media 2016 94

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 61

2022 Customer Service Omnichannel 2021 61

OpinionLab

JUNE 8, 2017

A common reason is that for many organizations, customer listening efforts are limited to certain channels and not truly representative of the customer base. Additionally, few companies take the effort to understand how and when their customers prefer to provide feedback. The polling for the 2016 U.S.

Customer Experience 68

Customer Experience 2016 Social Media Feedback 68

BirdEye

JULY 5, 2023

Increase sales – Existing customers trust your brand and know your products, so they’re more likely to continue purchasing and engaging with your business. Grow brand awareness – Satisfied customers are likely to share their stories and promote your business in their immediate circle via word of mouth or social media channels.

Marketing 98

Marketing Social Media Loyalty Programs Customer Retention 98

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. The rise of mobile is driving customer service change in five key ways: 1. Omnipresence We have our phone with us all the time – and get worried and stressed if we leave the house without it.

Mobile Customer Service 72

Mobile Customer Service Customer Service Social Media 2016 72

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. Is it stopping the customer from buying?

Customer Service 71

Customer Service Contact Center Social Media 2016 71

ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Keep these in mind the next time a customer service crisis occurs. Here’s how customer service of the future will look like.

2017 81

2017 Article Customer Service Airlines 81

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.

Technology 59

Technology Call Center Social Media 2007 59

Bob Hayes

AUGUST 21, 2017

Customer Experience Management (CXM) is the process of understanding and managing customers' interactions with and perceptions about the company/brand. In our Big Data world, improving the customer experience is increasingly becoming data-intensive endeavor. retention, repeat purchases, increased purchases).

Customer Experience 103

Customer Experience 2012 Retail 2020 103

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. Published in Provide Support Blog , 2016.

Customer Service 63

Customer Service 2003 2015 Social Media 63

NICE inContact

OCTOBER 28, 2016

. ” Being recognized as a leader once again validates the work we’ve accomplished in the past 12 months as we’ve strengthened our ability to help organizations: Handle customer inquiries effectively and efficiently from all channels. Shift from reactive to proactive customer service. Integrations are Key.

Contact Center 65

Contact Center 2016 Social Media 2017 65

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. 47% said they were willing to pay more for better customer service. Empower agents Use digital to help agents handling calls, chats, emails and social media queries.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Published on: November 18, 2016. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals.

Customer Experience 71

Customer Experience 2016 Innovation Hotels 71

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016.

Customer Experience 49

Customer Experience 2016 2017 Social Media 49

ShepHyken

JANUARY 2, 2017

Each week I read a number of customer service articles from various online resources. Kick-Ass Customer Service by Matthew Dixon, Lara Ponomareff, Scott Turner, and Rick DeLisi. My Comment: This article had me a the title: “Kick Ass Customer Service.” However, any of this will work on most social channels.

2017 76

2017 Article Customer Service Social Media 76

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Customer Experience 72

Customer Experience Call Center Social Media Virtual Agent 72

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Shutting down key channels In contrast to social media, email and chat were major disappointments.

Customer Service 49

Customer Service Social Media 2015 2016 49

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Author: Guest author: Chloe Hacquard We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. Two strikes.

Customer Service 51

Customer Service Social Media 2016 Omnichannel 51

Eptica

APRIL 22, 2016

Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. This is driving a need for always-on, instant ways for brands to talk to mobile customers. Companies can create their own, branded chatbots and then use them to engage with customers on Facebook Messenger.

Customer Service 49

Customer Service Social Media 2016 Download 49

Customer Enthusiast

JANUARY 3, 2016

With the New Year upon us, I was asked by a blogger to comment on trends that will influence customer experience in 2016. And now I’m good for another five years… I can’t wait to share this experience with Mike! And if you possess all three, buckle up for the ride because you’re going to be very busy in 2016!

2016 53

2016 Transportation 2015 Social Media 53

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests.

Hotels 56

Hotels Customer Service Social Media Travel 56

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience.

Automotive 77

Automotive Customer Experience Social Media Customer Relationship Management 77

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. Sound far-fetched? Share this page on: Tweet.

Customer Service 48

Customer Service Social Media 2016 Contact Center 48

Think Customers

JUNE 28, 2016

Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Customer Service 56

Customer Service Social Media 2016 Presentation 56

ReviewTrackers

JULY 12, 2019

In terms of the customer experience, buying a car isn’t quite the same as dining at a restaurant or checking into a hotel. They don’t stop interacting on digital channels after buying a car, either; automotive shoppers are also increasingly active when it comes to leaving online reviews and feedback about their customer experience.

Automotive 72

Automotive Customer Experience Social Media Customer Relationship Management 72