ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: Too often an organization’s leadership believes the experience and service they provide a customer is better than it actually is. by Athina Mallis.

2019 98

2019 Article Social Media Customer Service 98

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. “Customer experience and employee experience are now two of the driving forces of business.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

2019 92

2019 Customer Experience Leadership Webinar 92

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

2019 99

2019 Article Customer Service Social Media 99

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. Our Pro Ops team members are true all-stars to Blue Ocean, to our client, and to our client’s customer.

2019 136

2019 Customer Service Contact Center Insurance 136

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond.

2020 136

2020 Customer Service Contact Center Social Media 136

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Retail Customer Experience) With nearly 3.8

2019 61

2019 Article Customer Service 2018 61

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

2020 156

2020 Customer Service Insurance 2017 156

Think Customers

FEBRUARY 11, 2020

At its core, excellent customer support is about making your customers feel understood and appreciated by your business. The last 13 I’ve been in the customer service department and I like to say that I’ve never had the same day twice. So clearly our customers want it to be faster and easier. And we introduced a chatbot.

Customer Care 52

Customer Care Contact Center B2C B2B 52

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. However, poor customer service can impact the bottom line. What’s a Brand to Do?

Social Media 45

Social Media 2019 Poor Customer Service Customer Care 45

NetBase

DECEMBER 3, 2019

. Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why, then, are brands failing to make the most of this insight? Why are very obvious customer needs and wants left unmet in many categories? And what can brands do to change this dynamic? Online reviews.

2019 52

2019 Entertainment Insights Social Media 52

Experience Investigators by 360Connext

AUGUST 6, 2019

Success Relies Upon Customer Trust. When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” ” What brand has proven, time and again, they can live up to their promises? It’s all about trust.

2019 125

2019 Touchpoint Brands Customers 125

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

2019 59

2019 Omnichannel Customer Care 2018 59

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

2019 40

2019 Customer Experience Social Media 2024 40

NetBase

JULY 25, 2019

Wondering if your marketing efforts are up to snuff when compared to other brands in your industry? Our 2019 Global Social Media Market Survey Report presents findings from a global survey of more than 1,700 senior marketers around the world. Even if your brand isn’t international, your competitors are. monitor brand heath.

Social Media 65

Social Media 2019 Marketing ROI 65

NetBase

AUGUST 1, 2019

Is your brand doing everything it should be to capture the EMEA market? Our 2019 EMEA Social Media Market Survey Report answers that question, and more. And brands in every category need to become omnipresent and create eCommerce offerings to counter the loss. Better understand customer experience and the consumer journey.

Social Media 53

Social Media 2019 Marketing ROI 53

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. How a customer service project is helping Southwest Airlines realise its 360-customer vision by Nadia Cameron.

Article 71

Article 2019 Customer Service Airlines 71

BlueOcean

AUGUST 9, 2021

In fact, many recent developments promise to reshape the landscape of customer service completely. Simply request pricing for our outsourced customer care solution. As both frontline agents and customers went remote, the amount of available data exponentially increased. Contact Center Data Analytics. billion by 2024.

Contact Center 156

Contact Center Technology 2024 Healthcare 156

Oracle

JUNE 11, 2019

At ModernCX 2019 , Brian Fanzo, Millennial Keynote Speaker and CEO of iSocialFanz took over as interviewer and met with Ann Handley , WSJ Best-Selling Author & Digital Marketing Pioneer, on the show floor to discuss the true meaning of customer experience and how it’s evolving this year. Copyright © 2019 Oracle.

2019 46

2019 Customer Experience Events Touchpoint 46

ClientSuccess

JULY 23, 2019

Over the past several years, boosting the customer service experience has caught and held businesses’ attention—and rightfully so. After all, good customer service is the deciding factor in sales growth. The following lists the top five innovations in customer service those winning brands are adopting.

2019 40

2019 Customer Service Social Media Multi-Channel 40

Lithium

DECEMBER 28, 2020

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Everyone came to discuss the state of the union for digital customer experience today. Brands win by leading in digital customer engagement. But the truth is, Khoros Engage truly is “a family reunion.”

Engagement 52

Engagement Social Media 2019 ROI 52

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. How top brands use influencer analysis to power competitive intelligence. How to find niche influencers and activate brand ambassadors.

2019 55

2019 Marketing Social Media ROI 55

Team HGS

SEPTEMBER 30, 2019

CX Day Thoughts on Brand-behind-the-Brand Storytelling. That’s precisely why brand storytelling is all the rage in today’s world. In the competitive marketplace, brands need a strong narrative to connect to customers—one that engages with empathy and bridges values, preferences—even lifestyle—of company and consumers.

Brands 40

Brands Social Media Contact Center 2006 40

NetBase

NOVEMBER 20, 2019

Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. It’s focused on top generational picks, and is here just in time for brands to put the finishing touches on their seasonal offerings. All brands were ranked per each score, and then given a cumulative score.

2019 40

2019 Fashion Social Media Consumers 40

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 99

Customer Experience Advertising Customer Expectations 2011 99

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience?

Metrics 219

Metrics Customer Care 2019 Measurement 219

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. are all the next-level experiences that these events deliver, aiding you to reinforce and bolster up your customer experience tactics. We just can’t stop talking about the sensational cx conferences that 2019 exhibited. Well, then dive in!

2020 96

2020 Customer Experience Workshop 2019 96

NetBase

NOVEMBER 20, 2019

Our latest Social Media Industry Report 2019: Holiday Gifts: Gen Z & Millennial Picks shares that exact intel. It’s focused on top generational picks, and is here just in time for brands to put the finishing touches on their seasonal offerings. All brands were ranked per each score, and then given a cumulative score.

2019 40

2019 Fashion Social Media Consumers 40

NetBase

FEBRUARY 18, 2019

Is 2019 the year of the Instagram Influencer? That’s powerful – and probably more so than most brands realize: 88% of consumers trust online recommendations as much as personal recommendations. How top brands use influencer analysis to power competitive intelligence. How to find niche influencers and activate brand ambassadors.

2019 40

2019 Marketing Social Media ROI 40

NetBase

JULY 3, 2019

We’re here to help with nine niche audiences that social analytics reveals for brands and agencies – an ‘off the beaten path’ collection to inspire exploration, ideation, and (very likely) category domination! Monitoring trends to latch on to relevant happenings that can skyrocket brand awareness. Let’s check ‘em out! Adventurers.

Brands 49

Brands 2019 Workshop Sales 49

Answer Dash

AUGUST 20, 2019

(The article Build Customer Trust By Avoiding These Mistakes was first published on ExperienceInvestigators.com. Success Relies Upon Customer Trust When I ask you a question like, “What brand are you loyal to?” you are actually answering the question “What brands have earned your trust?” It’s all about trust.

2019 65

2019 Brands Customers Loyalty 65

CSM Magazine

AUGUST 22, 2019

In an era of rapid automation and technological advances it can be easy to lose track of what customer service really means. As brands we need to ensure we are customer-centric, always putting their needs first and delivering a level of care that is personal and helpful regardless of scale.

Customer Service 40

Customer Service Multi-Channel Customer Centricity 2019 40

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Everyone came to discuss the state of the union for digital customer experience today. Brands win by leading in digital customer engagement. But the truth is, Khoros Engage truly is “a family reunion.”

Engagement 40

Engagement Social Media 2019 ROI 40

Lithium

SEPTEMBER 12, 2019

So, what caused 500+ busy executives and managers from brands including USAA, Google, and Facebook to fly into Austin? Everyone came to discuss the state of the union for digital customer experience today. Brands win by leading in digital customer engagement. But the truth is, Khoros Engage truly is “a family reunion.”

Engagement 40

Engagement Social Media 2019 ROI 40

ShepHyken

DECEMBER 10, 2018

Each week I read a number of customer service and customer experience articles from various resources. Crazy Ideas About Customer Service You Would Like To Try Again by Guy Sheetrit. My Comment: The title implies some of these customer service ideas are crazy. Here are my top five picks from last week.

Article 92

Article 2018 Customer Service 2019 92

Team HGS

MARCH 6, 2019

HGS Trend 1: Meeting Extraordinary Expectations of Today’s Customers. Earlier this year , HGS presented our trends forecast , comprising customer experience (CX) disrupter predictions, supported by practical strategies clients can use to succeed in the changing marketplace. How HGS Supports Increasing Customer Expectations.

Multi-Channel 40

Multi-Channel 2018 2019 Magazine 40