ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Steve DiGioia shares some nice ideas about the importance pretending to be your own customer.

2016 116

2016 Article Social Media Net Promoter Score 116

ShepHyken

NOVEMBER 28, 2016

Each week I read a number of customer service articles from various online resources. Five Ways Artificial Intelligence is Changing the Customer Experience by Titir Pal. TechZone360) AI is also transforming the way companies interact with customers. How to Staff Your New Social Customer Service Team by J ulian Nguyen.

2016 110

2016 Article Customer Service Social Media 110

ShepHyken

DECEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Beyond the Wow Factor: Why Customer Experience Management Is Not About Exceeding Expectations by Paul Greenberg & Thomas Wieberneit. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2016 122

2016 Article Customer Service Travel 122

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. My Comment: If customer service is the new marketing, and personalization is the hottest strategy, then this article is a must-read. Customer Service Lessons from the Pump by Jeremy Watkin. What happened?

2016 118

2016 Article Customer Service Government 118

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Here are my top five picks from last week. by Graham Jones.

2016 124

2016 Article Customer Service Loyalty 124

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. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Follow on Twitter: @Hyken.

2016 127

2016 Article Customer Service 2017 127

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Take Starbucks as an example.

2016 120

2016 Article Customer Journey Mapping Customer Service 120

ShepHyken

SEPTEMBER 19, 2016

Each week I read a number of customer service articles from various online resources. The Customer Service Strategies Behind Zappos’s Success by Sharpen. My Comment: It’s been a while since I’ve read an article about Zappos and their amazing service. Are customer service chatbots full of chit?

2016 0

2016 Article Customer Service Culture 0

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. You’ll find good information, some stats and facts and insights from some of the top customer service and experience experts in the industry. 20 Positive Phrases for Customer Service Success: Part 1 by Conversational.

2016 102

2016 Article Social Media Customer Service 102

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. I don’t think that this endeavor will be completed in 2016, but those who have bought in to the importance of service will look to: 1. Why Will This Have an Impact in 2016? “A

2016 58

2016 Customer Service Chief Customer Officer 2010 58

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S.

2016 44

2016 Customer Service Consumers Customers 44

ShepHyken

SEPTEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. 20 Must-Read Books for Anyone Who Does Customer Service (UPDATED!) Groove) These books will change the way you look at customer support. Here are my top five picks from last week. by Len Markidan. Happy Reading! Happy Reading!

2016 112

2016 Article Customer Service Books 112

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

2016 59

2016 Customer Service 2017 Contact Center 59

Experience Investigators by 360Connext

FEBRUARY 3, 2016

Managing time and workload will be the biggest challenge that customer support professionals face in 2016. A new study by Kayako looked into the state of the customer support […]. The post Multichannel Support Will Burn Out your Customer Support Team in 2016 appeared first on Customer Experience Consulting.

2016 154

2016 Consulting Customers Management 154

Tricia Morris

JULY 18, 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. The post INFOGRAPHIC: 2016 State of Global Customer Service appeared first on Parature.

2016 42

2016 Customer Service Webinar Customers 42

Experience Investigators by 360Connext

DECEMBER 10, 2015

The post 5 Ways to Improve the Patient Experience in 2016 appeared first on Customer Experience Consulting. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. Healthcare […].

2016 157

2016 Healthcare Definition Consulting 157

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. Millennials and Customer Service by Heerd.

2016 74

2016 Net Promoter Score Article Customer Service 74

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Arguably, in 2021 the industry experienced a seismic shift.

Customer Service 98

Customer Service 2016 2022 Brands 98

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

2016 83

2016 Article Social Media Customer Service 83

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. Integrify) Of course, every business understands the need to maintain a high commitment to providing excellent customer service. The reason is simple.

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

JULY 4, 2016

Each week I read a number of customer service articles from various online resources. 3 Tips for Using Twitter as a Customer Service Tool b y Joe Wadlington. Hootsuite) Want to learn how to better engage with existing and potential customers on Twitter? Here are my top five picks from last week.

2016 81

2016 Article Customer Service Culture 81

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

2024 56

2024 Article Customer Service Retail 56

ShepHyken

SEPTEMBER 5, 2016

Each week I read a number of customer service articles from various online resources. Create Great Customer Experiences with These Three Principles by Opinurte Team. Opinurate) Matt Watkinson has worked with some of the biggest businesses in the world on customer experience strategy, service design, websites and mobile apps.

2016 0

2016 Article Customer Service Hospitality 0

ShepHyken

JUNE 20, 2016

Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! Customer Guru) Here are our top three picks for the most customer centric companies and some lessons on how they manage to be customer-centric despite their size and diversity.

2016 78

2016 Article Customer Service Loyalty Programs 78

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

2024 55

2024 Article Customer Service Retail 55

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

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. The 27 Best Customer Service Books by Mathew Patterson.

2016 78

2016 Article Customer Service Books 78

ShepHyken

MAY 30, 2016

Each week I read a number of customer service articles from various online resources. The Great Customer Service Debate by Judith Aquino . 1to1 Media) Can companies trade the human touch for automation without sacrificing the quality of their customer service? Here are my top five picks from last week.

2016 72

2016 Article Customer Service Competitive Advantage 72

ShepHyken

JULY 18, 2016

Each week I read a number of customer service articles from various online resources. Pokémon Go Shows What Augmented Reality Can Do For Customer Experience by Mark Hillary. When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Customer Loyalty: Obligation or Happy Marriage?

2016 69

2016 Article Social Media Customer Service 69

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? Here are 6 tips that can help you write a perfect customer support email every time. by Ian Golding.

2016 81

2016 Article Customer Service Loyalty Programs 81

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

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? And the easier it is to do business with a company, the better chance for repeat business – and maybe even customer loyalty! This is reactive customer service.

2016 69

2016 Article Customer Service Social Media 69

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

MARCH 31, 2023

He shares the challenges that customer service representatives face and how companies can overcome them. Good customer service is something we cherish. Think back to your latest amazing customer service experience. Overall customer satisfaction has been on a steep decline since 2018.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

Think Customers

DECEMBER 15, 2015

In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2016 112

2016 Connections Customer Experience Customer Experience Professionals 112

Customers That Stick

SEPTEMBER 19, 2016

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

2016 145

2016 Customer Service Customers Customer Service Training 145