CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

2018 80

2018 Customer Service 2009 2017 80

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Everyone knows that trust is key in brand loyalty. This is something that we see gathering pace in 2018.

2018 49

2018 Loyalty Brands Loyalty Programs 49

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. Remember customer service training is not something you di, it’s something you do. – Shep Hyken. What is brand advocacy?

Customer Service Training 153

Customer Service Training Brands Blog Customer Service 153

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

ShepHyken

JUNE 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. 5 Common Customer Service Complaints and How to Fix Them by Swati Kungwani. Retail Customer Experience) A retail business can never be immune from complaints. If you want customers, complaints are complimentary.

Article 83

Article 2018 Customer Service Airlines 83

Qualtrics

JUNE 22, 2020

Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experiences. Explicit Expectations. or “Compared to the leading brand.” Static Performance Expectations.

Customer Expectations 59

Customer Expectations Customer Satisfaction 2012 Reference 59

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The score is solid. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

NOVEMBER 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to. Digiday) 7-Eleven is making more moves to go cashierless — or at least give customers the option to.

2018 90

2018 Article Customer Service 2019 90

ProProfs Chat

NOVEMBER 17, 2017

Improving customer support has become more important than ever, given the never-ceasing expectations of customers. As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. Take a look. .

2018 111

2018 Omnichannel 2017 Technology 111

Second to None

FEBRUARY 14, 2018

As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service?

2018 63

2018 Social Media E Commerce E-support 63

GetFeedback

OCTOBER 21, 2019

A recent study by PwC found that one in three consumers will walk away from a brand they love after just one negative experience. At the same time, 54% of respondents said that the customer experience at most companies needs to improve. . What is customer experience management? Share insights across the entire organization.

Customer Experience Management 199

Customer Experience Management Customer Experience Management 2008 199

ChurnZero

NOVEMBER 16, 2018

Top 15 Takeaways from Pulse Europe 2018. Last week we had the opportunity to travel to London to sponsor and exhibit at the Pulse Europe 2018 Conference as a Silver sponsor. For those of you that might not know – this is the premier Customer Success conference in Europe. Chris Weddick (@chrisweddick) November 8, 2018.

2018 49

2018 Customer Success Travel 2019 49

Ann Michaels and Associates

DECEMBER 27, 2018

But reviews carry a lot of clout when it comes to customers and their buying power. If you are a business owner you should know how important reviews are to customer satisfaction as well as earning repeat buyers. Customers are reading reviews. 94% of customers read online reviews (Fan and Fuel, 2016). •

2018 73

2018 2017 2016 B2B 73

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? Customers are getting more comfortable with alternative support channels.

2018 72

2018 Article Customer Service Loyalty 72

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . The article states that customer delight (in other words, exceeding expectations) won’t bring customers back to your brand.

Loyalty 257

Loyalty Touchpoint Books Metrics 257

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. (The T-Mobile is becoming a role model for customer service.

Article 69

Article 2018 Customer Service B2B 69

CX Journey

DECEMBER 20, 2017

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive. This makes for a strong brand image that’ll remain on their minds.

Communication 54

Communication Brands 2018 Social Media 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? It’s simply natural to let expectations creep between brands.

Contact Center 59

Contact Center Customer Expectations 2017 Management 59

ShepHyken

OCTOBER 25, 2021

Each week I read many customer service and customer experience articles from various resources. What Kind of CX Do Customers Really Want? No Jitter) Many customers still prefer email and voice channels for customer service requests over chatbots. Read this article and learn more about what customers expect.

Article 145

Article 2021 Customer Service 2026 145

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 40

Exceptional Customer Service 2018 Customer Service Hotels 40

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. And, when asked what brand has truly wowed Matt? The biggest takeaway from the book?

2013 244

2013 2011 2012 2010 244

CSM Magazine

NOVEMBER 4, 2022

Sixty percent of customer service managers say it’s going to be “the toughest winter yet” as they worry about losing customers in the run up to the holidays. Customer confidence is crumbling in the current environment .

Customer Service 93

Customer Service Management 2023 2022 93

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. If you’re not able to deliver a high level of customer satisfaction, chances are that a competitor will do so and reap the benefits. How to remap the customer journey.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

Answer Dash

MAY 7, 2018

Now, more than ever, optimizing customer experience should be a #1 business priority. Today’s customer expectations are continuously on the rise, and a positive online experience could mean the difference between a conversion and a lost customer. Organisations with a poor omnichannel strategy retain just 33% of customers.

2018 54

2018 Customer Experience B2C B2B 54

ReviewTrackers

MARCH 26, 2018

When you were applying to jobs right out of college, your advisor, family and friends may have told you to watch what you post on social media because you had to create a positive online brand reputation to get a job. When customers search for businesses online, they will turn away if they see negative content or reviews about your company.

Brands 82

Brands Marketing Sports Social Media 82

ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. KelloggInsight) The Zappos of the world are redefining expectations. Your customers’ expectations are h igher than ever.

2018 39

2018 Article Customer Service Social Media 39

ProProfs Chat

JANUARY 30, 2020

“Your most unhappy customers are your greatest source of learning.” — Bill Gates. Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. It takes less than a minute for an angry customer to post their bitter experiences online. Customer expectations.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Customers are considered loyal when they consistently purchase from your brand over an extended period of time. . How do you get loyal customers?

NPS 278

NPS Metrics Net Promoter Score Effort Score 278

ReviewTrackers

MAY 17, 2019

Restaurant Customer Statistics for Every Social Media Manager. Here are five statistics that prove just how successful social media can be for restaurants when there’s an emphasis on the customer. Statistic: Customer advocacy will increase by 25 percent if you answer a complaint, according to Convince and Convert. .

Social Media 100

Social Media 2018 Customer Expectations Brands 100

GetFeedback

JULY 25, 2018

Looking at customer experience (CX) and churn in the SaaS environment from a high level, there’s one theme that stands out from the mix: The fact that we live in what’s called a “switching economy.”. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience.

Omnichannel 150

Omnichannel Net Promoter Score E-support E Commerce 150

ShepHyken

AUGUST 6, 2018

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Here are my top five picks from last week. It’s a fact.

Article 67

Article Customer Service Social Media 2018 67

Maru Group

NOVEMBER 28, 2018

We’ve continued to see a trend towards retailers extending Black Friday shopping events this year in a bid to manage demand and customer expectations. Maru/edr track customer experience feedback over a number of leading retail websites. The impact on customer experience. The extended Black Friday. Sizing and dimensions.

2018 45

2018 Loyalty Retail Events 45

Second to None

APRIL 11, 2018

Like other fields, organizations get gain the upper-hand by monitoring and responding to popular trends in the Customer Experience field. Consumer preferences are continually shifting, and brands that manage to update their CX platform to meet this moving target are positioning themselves to provide a great value to customers.

Customer Experience 54

Customer Experience 2018 Voice of Customer 2017 54

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. Specifically, the ability to provide a high level of customer service can help improve the way that online consumers perceive your brand. 1: A rapid response is now standard.

Social Media 69

Social Media Customer Service 2018 Brands 69

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds. What’s missing in customer experience momentum?

Customer Experience 62

Customer Experience 2019 Metrics Insurance 62

Oracle

JULY 31, 2018

This week, the SmarterCX.com team is in attendance at Insight 2018 , the second annual conference hosted by PipelinePros, the Oracle ATG, Endeca, and Oracle Commerce Cloud user group. How do brands compete with digital native companies and meet the needs of digitally native consumers? Here are some of the key takeaways.

2018 40

2018 Insights Retail Travel 40

ProProfs Chat

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Benefits of Improving Customer Loyalty.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109