ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. In-store shopping lives on, but technology will dramatically change what it looks like. Repeat business is not built on a foundation of customer loyalty.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

AUGUST 14, 2017

How to Justify the Importance of Customer Experience by Nitish Gautam. It’s not to build an excellent product using the latest innovative technologies. The answer lies in improving Customer Experience (CX). But just how important is customer experience for your organization? Follow on Twitter: @Hyken.

2017 80

2017 Article Customer Service Retail 80

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 48

Contact Center 2017 Connections 2020 48

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Achieve customer centricity through your culture. Drive revenue through the brand and customer service.

2017 40

2017 Customer Centricity Events Culture 40

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 93

Blog Technology Customer Service Management 93

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Be sure to read through the entire article as there are some good suggestions to focus on in 2017.

2016 127

2016 Article Customer Service 2017 127

Stella Connect

JUNE 5, 2017

In an age when consumers love sharing their brand interactions on social media, the impact of a single service experience can be massive. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. See You at CCW 2017!

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? 2017 won’t be a year of “one thing changes one time.”

Contact Center 34

Contact Center 2017 Brands Hospitality 34

TechSee

APRIL 10, 2019

A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. The path to the future of efficient AI in customer service is collaborative – today, humans and AI-based customer service chatbots can collaborate to maximize interactions with customers.

Customer Service 95

Customer Service Call Center 2017 Interaction 95

Interactions

FEBRUARY 20, 2019

Sure, the idea of talking to a bot online seems like it would be a quick and efficient way to solve your customer care inquiry, but is that really the case? 2 in 3 consumers are skeptical of chatbots and their ability to provide just as great an interaction as a live representative.² Chatbots CAN help (when done correctly).

Consumers 54

Consumers 2017 2019 Definition 54

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? What’s the most important thing contact center managers should prepare for in 2017?

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

ShepHyken

JUNE 2, 2017

But there’s a silver lining, here: there are organizations that have become early adopters of the new service model we hear so much about – one built around “knowing” customers, and treating every interaction like what it really is: the perfect opportunity to create value on both sides, and build a stronger, longer-term relationship.

Blog 75

Blog Wireless Call Center 2017 75

ShepHyken

MARCH 9, 2018

It is no secret that customers are turning towards digital communication channels when contacting organizations. This is expected to grow, as over the next 5 years it has been predicted by Gartner that phone interactions will drop from 41% to 12% as consumers keep going digital [i].

2018 75

2018 Blog Customer Service 2017 75

ShepHyken

JANUARY 8, 2018

(Retail Customer Experience) As the new year arrives, it’s a great time to look ahead at what’s to come from those in the trenches. Retail customer experience gurus, leaders and experts shared their insight with Retail Customer Experience via email as 2017 ebbed to a close. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster ! MIT Sloan and BCG Study, 2017.

Customer Service 89

Customer Service E Commerce Average Handle Time Metrics 89

transcosmos Information Systems

JANUARY 29, 2017

Decades ago, we have seen companies engage their customers through switchboards and physical stores, followed by customer service outsourcing and online shopping services a few years later. As technology became smarter, so did the customers. Excellent customer experience became the benchmark for company success.

Social Media 85

Social Media Omnichannel 2017 Innovation 85

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Insight technologies that deliver personalization and predictive analytics. Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

BlueOcean

MARCH 30, 2018

And will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but there’s another question to ask that can impact all of those answers: is this the year customer care outsourcing takes a more central role in your go-forward plan?

Insights 184

Insights Contact Center Hospitality Culture 184

CSM Magazine

JANUARY 19, 2018

For example, assisted care satisfaction is 26 points higher than unassisted care satisfaction (819 vs. 793, respectively), and satisfaction is 824 among customers who ask their question in the store channel vs. 797 among those who speak with a rep over the phone. The studies were fielded from July through December 2017.

Wireless 49

Wireless Social Media Customer Service 2018 49

COPC

MAY 16, 2018

Although consumers continue to use traditional care channels (such as phone, email and face-to-face interactions) in large numbers, preferences for alternative channels of care are on the rise. Alternative channels of care include options such as interactive, social media and mobile care.

2017 42

2017 Social Media Consumers Customer Journey Mapping 42

Team HGS

AUGUST 22, 2017

Q1: Do any of your clients have more digital interaction than voice today? This client is seeing that 70% of interactions are digital and only 30% are phone calls. Then we get to how a bot can help address a particular question, inquiry, suggestion, or customer complaint. Wed, 08/23/2017 - 11:53. Customer Experience.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

Call Experts

APRIL 28, 2022

In addition, agents should strive to be helpful and selfless, making the experience more enjoyable for both the customer and the company. While exemplary customer service isn’t possible in every industry, some businesses have been praised for excellent customer care. Taking care of the customer’s needs.

Customer Service 52

Customer Service Entertainment Exceptional Customer Service Social Media 52

Guavus

OCTOBER 9, 2019

This Tractica report details the major market drivers and barriers, technologies, key players, and forecasts related to eight telecom AI use cases. Guavus sits squarely in the customer experience/service delivery solution space. The company was acquired by Thales in 2017.

Telecommunications 44

Telecommunications Net Promoter Score Download 2017 44

Magellan Solutions

MAY 28, 2019

Volatile markets, fierce competition, changing government regulations, erratic financial conditions, and advancement of technologies at break-neck speeds contribute to the success (or failure) of the company. It is also wise to interact with managers and possibly other team members of the BPO firm before signing a long-term contract.

Call Center 75

Call Center Financial E-support E Commerce 75

Chattermill

JULY 31, 2017

Customer support in the modern age. by Jack Miller on 1 Aug 2017. customer support. An analysis of customer support experiences across industries and companies. Customer support in the modern age. Yet some of the biggest brands in the UK are failing their customers.

Fashion 40

Fashion Banking Multi-Channel Social Media 40

Stella Connect

JANUARY 25, 2018

By making customer service a “cross-functional hub,” you’ll align the entire organization with your customers’ interests. Growth in Self-Service Technologies Will Increase Demands on Customer Service Teams. In 2018, self-service tools will continue to change the way consumers interact with brands.

2018 40

2018 Customer Service Contact Center Omnichannel 40

SurveySparrow

JANUARY 7, 2021

Whether your customers shop for their own need or on behalf of their organization, they simply expect a memorable interaction with the brand. After the pandemic, every brand is becoming customer-centric. Before the pandemic devastated us, most businesses weren’t aware of how to keep customers engaged for the long run.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Barry Dalton is a Customer Experience strategy and CX technology leader with accomplishments in designing and implementing strategy and technology architecture across Marketing, Sales & Service with a particular industry focus on Consumer Products, Pharmaceuticals, Retail, and Technology. Barry Dalton. Bruce Temkin.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

Magellan Solutions

MAY 10, 2020

As revealed in Live Chat Statistics 2020 , 79% of customers prefer live chat support. Unlike other communication channels, live chat doesn’t have lengthy back and forth interaction. Aside from generating sales leads, live chat support is also an intuitive and proactive way to show customers that your business is accessible 24 hours.

E-support 52

E-support Competitive Advantage Call Center Retail 52

Call Center Pros

AUGUST 27, 2018

He also writes that, if businesses don’t pursue 1:1 customer care and engagement, they’ll lose business to their competitors. This book will teach you about how to use the power of technology to more effectively grow relationships with customers around the world.

Books 40

Books 2018 Customer Service Call Center 40

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

Currency Alliance

JUNE 19, 2019

Really, for those relatively few brands achieving impressive levels of customer engagement, it’s breath-taking how fast the industry has progressed in such a short time. You can read our article on loyalty technology microservices to find out how they greatly reduce costs and enable more agility.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. Visually map out the customer journey using these touchpoints. Agents that are happier can better care for customers, inspiring loyalty through quality service.

Contact Center 42

Contact Center 2018 Customer Centricity Social Media 42

LiveChat

AUGUST 3, 2018

Like nearly every other business today, your business is likely sitting on a trove of valuable customer information. A strong CRM platform like Microsoft’s Dynamics 365 or Zoho CRM helps you connect the dots with ease during every single customer interaction. to tailor communications that are hyper relevant to each customer.

Customer Focused 28

Customer Focused Multi-Channel Airlines 2007 28