ShepHyken

JANUARY 30, 2017

Each week I read a number of customer service articles from various online resources. Keep these in mind the next time a customer service crisis occurs. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. Digital Customers Less Loyal by Tanya Gazdik.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

FEBRUARY 27, 2017

Each week I read a number of customer service articles from various online resources. The 7 Best Retailers for Customer Service b y Jamie Grill-Goodman. The “20th Annual Mystery Shopping Study” recognizes seven retailers who excel in customer service. Here are my top five picks from last week.

2017 75

2017 Article Customer Service Retail 75

ShepHyken

MAY 29, 2017

Each week I read a number of customer service and experience articles from various online resources. How good is your company’s internal customer experience? McKinsey & Company) To excel with customers, frontline employees need high-level service from core support functions. by Nicolas Maechler.

2017 96

2017 Article Customer Service Airlines 96

Ecrion

SEPTEMBER 23, 2020

The term customer service is a catch-all phrase that roughly equates to a customer’s experience with and perception of your brand. Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service.

Customer Service 105

Customer Service Social Media Poor Customer Service Customer Service Representative 105

ShepHyken

SEPTEMBER 11, 2017

Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of? Five Ways to Humanize Customer Service by Jeff Toister.

2017 82

2017 Article Customer Service Customer Service Training 82

ShepHyken

OCTOBER 2, 2017

Each week I read a number of customer service articles from various online resources. How to Become a More Customer Centric Business in 5 Steps b y Mark Sallows. FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. by Anand Subramaniam.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

ShepHyken

FEBRUARY 6, 2017

Each week I read a number of customer service articles from various online resources. 11 Reasons Why Customer Advocacy is the Bedrock of Your Business by Robbie Richards. This excellent article on internal customer service shares seven ways to build trust with your employees. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

AUGUST 14, 2017

Each week I read a number of customer service and experience articles from various online resources. Seth Godin) We know that your customers will put up with imperfect, but one thing that they’d like in return is for you to care. Will AI Replace Humans In The Customer Service Industry? by Tiago Paiva.

2017 79

2017 Article Customer Service Retail 79

ShepHyken

MAY 1, 2017

Each week I read a number of customer service and experience articles from various online resources. 3 Tips for Successful Social Customer Service by Krysta Gahagen. Consumers seek on-demand customer service as they shop both online and offline. Here are my top five picks from last week.

2017 83

2017 Article Customer Service Social Media 83

ShepHyken

MAY 8, 2017

Each week I read a number of customer service and experience articles from various online resources. 10 Content Marketing and Customer Experience All-Stars by James A. By the way, these align with the things we expect from our colleagues at FCR on every customer interaction. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

Solvvy

SEPTEMBER 20, 2022

With more people using apps, web-based services, and fintech solutions, businesses must overcome the challenge of providing the best possible customer service to these new customers. What is a Customer Service Chatbot? However, chatbots don’t require customers to ask a question in a particular way.

Metrics 62

Metrics Customer Service E-support Net Promoter Score 62

TechSee

MARCH 13, 2018

Artificial Intelligence was the talk of 2017. The customer service industry, in particular, pinned high hopes on AI, expecting that upon its introduction to the market, smart machines would truly transform the customer experience. as well as a PR blitz by some of the leading technology enterprises.

Customer Service 95

Customer Service Virtual Agent 2017 Call Center 95

InteractionMetrics

MAY 4, 2017

They’ll be presenting “10 Laws You Need to ACE the Customer Experience.” Attendees will learn how to improve customer service […]. The post May 2017: Dedicated to Improving Customer Service & Measuring CX ROI appeared first on Interaction Metrics.

2017 40

2017 ROI Measurement Customer Service 40

Lumoa

SEPTEMBER 16, 2020

One of the places in which the customer journey rises or falls is customer service. Your support staff acts as the face and voice of your brand and, to many customers, this is the only direct interaction they will ever have with your company. That being said, poor customer service can lead to disastrous results.

Customer Journey 83

Customer Journey Customer Service Customer Journey Mapping Poor Customer Service 83

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Call Center 122

SurveySensum

JULY 10, 2023

This is how Starbucks prioritizes its customers and consistently delivers exceptional retail customer service – showing how by creating a positive customer experience you can foster trust, cultivate customer loyalty , and set your business apart. Before that, What is Customer Service in Retail?

Retail 52

Retail Customer Service Exceptional Customer Service Customer Centricity 52

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

2017 34

2017 Multi-Channel Customer Service 2016 34

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

2017 59

2017 Article Social Media Customer Service 59

Experience Investigators by 360Connext

JANUARY 23, 2024

Over-Reliance on Chatbots While AI and chatbots are absolutely critical to your overall customer experience strategy, over-relying on them at the cost of human interaction can be detrimental. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task. Former CX “Trends” to Leave Behind 1.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. Latest Customer Experience Trends. What Customers Think of CX.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Help Scout

JUNE 22, 2021

Your customer experience is the main differentiator between you and your competitors, and all of the customer service statistics back it up. Below, we’ve collected 111 key statistics exploring the relevance and importance of good customer service — and expanding on the cost and impacts of poor customer service.

Customer Service 128

Customer Service Social Media Poor Customer Service Consumers 128

Michelli Experience

DECEMBER 27, 2016

As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”. Here’s the question – which 10% of your customers are you willing to dissatisfy?

2017 89

2017 Hotels Leadership Customers 89

Kerry Bodine

JANUARY 23, 2017

Over the last decade, journey maps have transformed from obscure design artifacts to common customer experience tools. If so many people are already on board with journey mapping, why will 2017 will be the year of the journey? How must existing interactions evolve? And they’re not just for CX professionals anymore.

2017 76

2017 Touchpoint Workshop 2016 76

Comm100

SEPTEMBER 4, 2022

Note: This blog post was originally published in January 12th, 2017. By making the most of live chat features while working on the human side of live chat interactions, it’s possible to see improved outcomes and deliver superior customer service. Live Chat ROI Calculator. Make the most out of canned messages.

Customer Service 97

Customer Service ROI Apparel Customer Service Representative 97

TechSee

NOVEMBER 20, 2017

One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive.

Innovation 117

Innovation Customer Service 2016 Consumers 117

Bold360

JANUARY 5, 2017

Now that 2017 has come, we have to take stock of how we fared in the crazed holiday season. If a customer couldn’t reach an agent or manage to ask a question or receive support, you lost business. If traffic overwhelmed your site or your customer journey was convoluted or your cx unpleasant, you lost business. Sense a pattern?

2017 65

2017 E Commerce E-support 2014 65

Bold360

FEBRUARY 23, 2017

The financial services industry is changing and developing at a ferocious pace, and 2017 is expected to be a year of growth, at least for those companies able to provide their customers with access to the best technology available to assist them throughout their online journey.

2017 63

2017 Financial Banking 2014 63

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Part of our Avaya Oceana™ solution , it will be capable of holding intelligent conversations with customers, answering their queries, and resolving customer service issues.

2017 76

2017 Social Media Technology Events 76

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. So, what to do?

2016 127

2016 Article Customer Service 2017 127

Stella Connect

SEPTEMBER 11, 2017

We want to know exactly what’s happening from a customer service perspective. But wondering how to handle that volume spike from Black Friday onward is enough to give service-minded retailers nightmares. They’re clearly investing in the service channels their customers (like all consumers) prefer above all: chat and phone.

2017 41

2017 Retail Customer Service 2016 41

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? Meet Our Panel of Customer Experience Pros: Daisy Jing. Sasha Tenodi.

2016 111

2016 2017 Customer Experience Social Media 111

Clarabridge

JANUARY 4, 2017

Here are 19 fundamental customer experience stats for 2017 to show you where CX stands, and where it is headed. People are still looking for a good customer experience. 45% of customers are willing to pay more for better customer service 1. 52% stop buying after a bad customer service interaction 2.

2017 51

2017 Customer Experience Return on Investment Competitive Advantage 51

Clicktools

JANUARY 6, 2017

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. What does this year have in store in the world of feedback, customer service, and customer experience? Here are five topics likely to headline 2017. Mind the millennials. So here we are.

2017 58

2017 Multi-Channel 2004 Feedback 58

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? What do Kayako’s founders recommend?

2017 79

2017 Article Customer Experience Chief Customer Officer 79

Talkdesk

DECEMBER 13, 2016

There are other people who thrive in the thankless work of assisting customers thoroughly and promptly. Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Here’s a quick rundown of the details: Dates : April 25 -26, 2017.

2017 40

2017 2016 Omnichannel Events 40

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

2017 48

2017 Competitive Advantage Social Media Customer Centricity 48