ShepHyken

MARCH 3, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Why Is Customer Service So Bad? Even the Slightest Bit of Friction Can Derail Your Customer Experience.

2019 96

2019 Article Customer Service Omnichannel 96

Help Scout

DECEMBER 15, 2023

In this article, we’ll take a closer look at omnichannel retail, discuss successful (and not so successful) examples, identify emerging trends, examine its impact on customer experience, and recommend ways you can effectively measure its success. Read the full article

Omnichannel 44

Omnichannel Retail Article Measurement 44

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. Fast response times boost customer satisfaction, showing that concerns are quickly addressed.

Customer Service 75

Customer Service Omnichannel Social Media Customer Satisfaction 75

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

Beyond Philosophy

MARCH 29, 2017

Omnichannel means at its foundation, integration. Therefore, an omnichannel strategy could also be called an integration plan. Furthermore, there are seven essential elements to your omnichannel approach that you can’t afford to forget. Optimization of the mix of channels for the customer and the company.

Omnichannel 119

Omnichannel 2002 Hotels Consulting 119

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. by Sam Bradley. by Sam Bradley.

2022 65

2022 Article Customer Service Contact Center 65

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. And, that’s what this article is about.

2019 88

2019 Article Net Promoter Score Customer Service 88

InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

ShepHyken

JUNE 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 3 Things That Will Boost Your Reputation For Great Customer Service by Mark Armstrong. How can you predict or forecast?

Article 68

Article 2020 Customer Service Call Center 68

PK

JANUARY 27, 2021

With more consumers staying at home, the omnichannel experiences they’re looking for are in stark contrast to previous years. […]. The post Unlocking omnichannel experience with Adobe appeared first on PK. Telecom has woken up to a much-changed consumer environment in 2021.

Omnichannel 95

Omnichannel 2021 Consumers Article 95

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. Here are my top five picks from last week.

Article 115

Article 2019 Customer Service Poor Customer Service 115

ShepHyken

DECEMBER 9, 2022

This week, we feature an article by Nick Bandy, Chief Marketing Officer at LiveVox , an omnichannel platform that helps brands seamlessly communicate with their customers. He shares how you can align your customer’s journey with their brand expectations. What do customers expect from contact centers? .

Customer Journey 124

Customer Journey Brands Contact Center Sales 124

ShepHyken

SEPTEMBER 16, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Seven Ways To Improve Customer Service by Sara Lavenduski. Seven Ways To Improve Customer Service by Sara Lavenduski.

Article 101

Article 2019 Airlines Customer Service 101

Oracle

DECEMBER 28, 2020

As companies continue to adapt to the changing commerce landscape consumers can expect important omnichannel advances in 2021. Following last year’s three omnichannel trends to watch out for in 2020 , this article looks at the top trends that you’ll likely see moving development forward in 2021.

Omnichannel 75

Omnichannel 2021 E Commerce Multi-Channel 75

Help Scout

DECEMBER 8, 2021

Learn what omnichannel customer service is, how to get started building an omnichannel strategy, and best practices for getting it right. Read the full article

Omnichannel 44

Omnichannel Definition Customer Service Article 44

Happy or Not

MARCH 10, 2022

An omnichannel customer experience is made up of individual touchpoints over a variety of channels, for example, in-store, webshop, social media, and more, that seamlessly connect. It allows customers to pick up where they left off on one channel, and continue the experience on another. . Where should they focus? . .

Omnichannel 58

Omnichannel Touchpoint Retail Social Media 58

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Boost Customer Satisfaction by G. Here are my top five picks from last week.

2023 48

2023 Article Customer Service Customer Satisfaction 48

CSM Magazine

DECEMBER 16, 2021

Customers don’t call you to say goodbye when they’re fed up with your service – you could be losing them every day without knowing it, thanks to a poor customer care system. It takes one minute to install Omnichannel Live Chat Customer Care App , the very latest in customer care technology.

Omnichannel 52

Omnichannel Customer Care 2012 Social Media 52

Strativity

JULY 14, 2022

This article was written by Collette Eccleston and originally appeared in TotalRetail. Customers like to “feel and touch our offerings and get that experience.”. In Material’s tracking work we’ve learned that the keyword for 2022 and beyond is omnichannel. High Advertising Costs Are Accelerating Omnichannel Trends.

Omnichannel 52

Omnichannel Consumers E Commerce Apparel 52

Peter Lavers

NOVEMBER 16, 2017

eCommerce kicked this off on a massive scale, although the catalog and home shopping industry would say it’s been going for a lot longer than the internet (see Kelly Phillips Erb’s article in Forbes ). Which brings us to what marketers are now talking about – the omnichannel customer experience.

Multi-Channel 73

Multi-Channel Omnichannel 2025 Customer Centricity 73

Lumoa

JANUARY 15, 2024

When customers shop in physical stores, they might have several questions about a product: Is it available in a different size? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. In This Article: What is Conversational Commerce? What’s the warranty?

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

Magellan Solutions

AUGUST 23, 2021

Why are Telemarketing Philippines adapting Autonomous Omnichannel for their operation? Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? And that includes Omnichannel.

Omnichannel 52

Omnichannel Call Center Contact Center 2013 52

GetFeedback

AUGUST 25, 2016

Customers want personalized experiences with companies. Omni-channel customer support improves the customer experience one ticket at a time.

Omnichannel 195

Omnichannel Customer Experience Customers Article 195

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 71

Customer Service Omnichannel Customer Satisfaction Social Media 71

Lithium

APRIL 12, 2022

Your customer experience team is no stranger to attrition — It's a tough gig! Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come. A contact center is only as good as the people interacting with customers. It doesn't stop with your frontline either. Zero-training AI.

Omnichannel 52

Omnichannel Innovation Contact Center Customer Service 52

Cyara

JUNE 12, 2020

I can’t wait to read that article as soon as I finish…” category of my work life. And, if you are anything like me, you make it to Friday realizing you never found your way back to all the articles and news you wanted to dive into but couldn’t find the time.

Article 67

Article Customer Experience Customers Contact Center 67

NICE inContact

FEBRUARY 14, 2018

Businesses today know that they need to create an omnichannel customer experience to meet the needs of consumers, who are looking to engage with companies anytime and through any method (i.e., But businesses’ perceptions of how they are performing do not always align perfectly with those of their key stakeholders – their customers.

Omnichannel 48

Omnichannel Customer Experience Consumers Innovation 48

NICE inContact

JUNE 7, 2018

In today’s digital economy, there have never been more opportunities for businesses and their customers to interact. Chat, text, social media, websites, IVR, even traditional phone calls with customer service representatives – the list continues to grow. Unfortunately, businesses do not share customer enthusiasm for personalization.

Omnichannel 48

Omnichannel Consumers Customer Experience Social Media 48

ShepHyken

JANUARY 8, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Industry Experts Offer Up 2018 Predictions on Retail Customer Experience by Judy Mottl. Of course, not!

2018 0

2018 Article Customer Service Contact Center 0

CSM Magazine

JULY 18, 2023

The customer service landscape is experiencing a fundamental transition as a result of changing customer expectations, technological improvements, and the pursuit of excellent client experiences. The Rise of Omnichannel Support The rise of omnichannel support is one of the most noticeable changes in customer service.

Customer Centricity 52

Customer Centricity Customer Service Omnichannel Social Media 52

CSM Magazine

MAY 10, 2024

Understanding customer expectations is paramount in the landscape of financial services, where consumer trust and satisfaction are key to retaining clientele and maintaining a competitive edge. In this sector, customer experience ties directly to the perception of the institution’s reliability and expertise.

Financial 52

Financial Customer Expectations Banking Net Promoter Score 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. It is no longer a competitive advantage but a necessity.

Customer Experience 83

Customer Experience Omnichannel Multi-Channel Competitive Advantage 83

ShepHyken

AUGUST 12, 2022

This week we feature an article by Soumya Juttukonda, a content developer & digital media strategist at Knowmax , an AI enterprise knowledge base solution to enhance customer service. She shares how you can reduce customer support tickets and enhance customer experience. Map the customer journey.

Omnichannel 71

Omnichannel Social Media Customer Journey Mapping Customer Journey 71

Oracle

JULY 25, 2018

Modern CX professionals place a lot of emphasis on the concept of omnichannel. But is an omnichannel approach to building customer loyalty right for every business, especially those with limited resources? They need to prioritize channels and go where their customers are. Yes, please have an omnichannel approach.

Omnichannel 40

Omnichannel Loyalty B2C B2B 40

Topdown

SEPTEMBER 29, 2017

In a recent article and video for Forbes, “ The Case for a Chief Omnichannel Officer ,” Blake Morgan ( @BlakeMichelleM ) argues for the inclusion of a Chief Omnichannel Officer in the C-suite. But isn’t that the same thing as what many companies are calling their Chief Customer Officer?

Chief Customer Officer 72

Chief Customer Officer Omnichannel Touchpoint Article 72

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Personalized support through omnichannel expands.

2023 88

2023 Customer Service Omnichannel 2025 88

ShepHyken

DECEMBER 2, 2022

This week, we feature an article by Steve Miller, Head of Customer Success at Cirrus , a contact center solution that helps companies engage with their customers. He shares the benefits of excellent customer experience for your customers and employees. In a recent survey by SuperOffice , 45.2% Enabling agents.

Contact Center 71

Contact Center Customer Experience Omnichannel Social Media 71