ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. Despite our advances in technology today and the many ways in which we can now communicate, the phone call isn’t going anywhere. How to Connect the Right Way. Make It Personal.

Connections 120

Connections Blog Customer Centricity Consumers 120

NICE inContact

JUNE 25, 2019

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. 32% of customers expect a response within 30 minutes 42% expect a response within 60 minutes.

Customer Expectations 54

Customer Expectations Customer Service Social Media Contact Center 54

Win the Customer

JUNE 7, 2016

From automated purchasing and shipping to simple returns and mobile-friendliness, these are the modern conveniences your online customers expect from your business. Today’s customer expects a lot. Online shoppers expect even more. And their expectations should not be ignored. Your customers expect it.

Customer Expectations 90

Customer Expectations 2014 Social Media 2018 90

NICE inContact

APRIL 11, 2019

Today’s customers are digitally savvy, more demanding and expect instant service. Contact centers face a constant challenge in managing customer expectations. . Here are some key customer expectations and some tips towards managing them . Win your customers through some of the tips outlined above.

Customer Expectations 60

Customer Expectations Management Omnichannel Contact Center 60

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy. Take The Lead!

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NPS Customer Centricity Culture Automotive 260

NICE inContact

AUGUST 2, 2019

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 1) Live Chat.

Technology 91

Technology Customer Service Omnichannel Call Center 91

ShepHyken

MAY 11, 2018

Customer Loyalty: Customer loyalty will be the key to survival in the new customer-centric world. Apart from convenience, the one factor that will define and underline customer loyalty is personalization. Today’s customer expects a business to understand him or her fully and suggest or recommend service/product options.

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2018 Blog Customer Service B2B 100

Avaya

APRIL 12, 2019

It is the exact opposite of a modern digital experience – and the negative effects on customer satisfaction and retention can be dramatic. Let’s look at two ways combining Nuance capabilities with your Avaya contact center solutions can help you keep up with customer expectations. Your customers expect it.

Customer Expectations 75

Customer Expectations Call Center Contact Center Customer Satisfaction 75

ShepHyken

FEBRUARY 9, 2018

Train your sales team using the right technology. Some key sales technology to consider are: Customer Relationship Management (CRM) software – this allows you to track and manage your customers as they move through the sales funnel. Customer expectations are higher than ever and word of mouth travels fast!

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Customer Service Training Brands Blog Customer Service 154

Integrity Solutions

OCTOBER 30, 2019

Today, with customer expectations, industry disruption and competitive pressures continually transforming markets and opportunities, sales leaders need to reevaluate what an effective approach to sales onboarding looks like. Sales organizations are investing heavily in these digital tools, and they expect salespeople to use them.

Customer Expectations 71

Customer Expectations Sales Technology Customers 71

ShepHyken

DECEMBER 14, 2018

Meanwhile, as technology evolves – and the sophistication of attacks along with it – we will likely see technologies such as artificial intelligence and machine learning being applied by malicious actors for more persistent and intelligent attacks. The post Guest Blog: Do customer experience teams take cyber security risks?

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Blog Customer Experience Government Article 104

Comm100

MAY 25, 2022

These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Ultimately, customer service and contact centers have not been immune to these changes. Challenges have emerged in the past two years.

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2022 Blog Contact Center Customer Service 52

One Millimeter Mindset

JULY 4, 2019

I offer these five customer retention strategy value blog posts for your reading pleasure. While retaining customers is an art form, the relentless pace of technology change challenges the norm. Enjoy reading these blog posts on customer retention strategy value. Subscribe to my blog.

Customer Retention 59

Customer Retention Blog Workshop Download 59

ShepHyken

AUGUST 25, 2017

They know customers want fast, accurate information as soon as they need it. According to some reports , 41% of customers expect a business to answer an email in just six hours. They could reduce your customer service costs by as much as 30%, according to some providers. A chatbot has limitations like all technology does.

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Blog Customer Service Poor Customer Service Consumers 148

Comm100

OCTOBER 19, 2022

But you can only deliver that positive value by making sure your chatbot features offer the best possible customer experience. The right chatbot features combine to create a tool that meets customer expectations and delivers prompt answers to questions. Unfortunately, no technology is completely hack-proof.

Blog 91

Blog Omnichannel Interaction Measurement 91

Calabrio

NOVEMBER 25, 2020

These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center. Contact centers have to adapt and continuously evolve in order to meet customer expectations. Consumer Behavior, Higher Expectations are Changing the Game.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

ShepHyken

NOVEMBER 23, 2018

Customers expect correct information from support. Training is essential to guarantee accuracy, and so is a system for delegating issues to the right colleagues, and carefully integrating information in the right spots in the customer journey. Your service speed depends on factors like the contact channel (e.g.

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Blog Effort Score Interaction Article 107

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. – Shep Hyken .

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Blog Social Media Mobile Customer Service Innovation 126

ShepHyken

JULY 12, 2019

He shares some examples of how this technology can be a difference-maker. Across industries, the collection, analysis, and refinement of data is the battleground businesses are competing in to differentiate themselves to customers. At the heart of this is the need to create better customer experiences and deliver new services.

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Blog Customer Experience Roadmap Technology 108

ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

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Blog Customer Service Contact Center Customers 91

Bold360

NOVEMBER 19, 2019

A new global survey of customer-facing employees by Ovum, in partnership with Bold360, reveals that while frontline employees understand customers’ rising expectations, they don’t have the tools and technology they need to fulfill them—and it’s taking a toll on their morale. Training isn’t up to par.

Customer Expectations 40

Customer Expectations Call Center Download Retail 40

ShepHyken

OCTOBER 27, 2017

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. When the topic of customer service comes up, the most common associations aren’t typically positive ones. From contact centers to email marketing campaigns, we’ve seen it all.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

CSM Magazine

JUNE 24, 2021

Especially after the pandemic, it’s more important than ever for companies to create meaningful customer interactions across all communication touchpoints and focus on engagement rather than aggressive self-promotion. They expect more from brands. Your blog can become a source of customer interaction.

Customer Centricity 52

Customer Centricity Technology Social Media Reference 52

ShepHyken

MAY 27, 2016

This week on our Friends on Friday guest blog post Shaista Haque writes about a very timely topic, the digital customer experience. Digital experiences are starting to mirror in-person experiences and you better be monitoring your digital customers now! – Shep Hyken. Connect with Shaista on Twitter and LinkedIn.

Blog 80

Blog Customer Experience Omnichannel Social Media 80

ShepHyken

AUGUST 23, 2019

Therefore, it’s an excellent feature for increasing sales: the faster you provide information, the greater the likelihood the customer will make a purchase. Customer retention. If the service meets your customers’ expectations, they will be more satisfied with your company — and satisfied consumers buy more.

Omnichannel 110

Omnichannel Blog Customer Service Social Media 110

ShepHyken

NOVEMBER 23, 2018

Customers expect correct information from support. Training is essential to guarantee accuracy, and so is a system for delegating issues to the right colleagues, and carefully integrating information in the right spots in the customer journey. Your service speed depends on factors like the contact channel (e.g.

Blog 68

Blog Effort Score Customers Interaction 68

Bizagi

JULY 8, 2020

In this article, we’ll talk about a few of the ways that technology leaders can prepare for the inevitable economic challenges and possible economic downturn ahead. After all , acquiring a new customer can cost five times more than retaining an existing customer. For unexpected reasons that possibility became a certainty.

Technology 52

Technology Net Promoter Score E Commerce Financial 52

NICE inContact

JULY 11, 2017

In a world where customer expectations and needs seem to change almost daily, how does a contact center stay one step ahead of it all? With inContact, what they found was not only the technology they needed but also a partner in innovation. This simple tagline sits at the forefront of Focus Services ’ business vision.

Customer Expectations 48

Customer Expectations Innovation Contact Center Call Center 48

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Tricia Morris

OCTOBER 1, 2015

Brands and organizations are stepping up to the plate in engaging on more channels before, but a seamless customer experience where customers aren’t passed between agents and don’t have to repeat their information across channels and service interactions is what’s desired. Customer expectations are rising year over year.

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2015 Customer Expectations Customer Service Poor Customer Service 97

NICE inContact

AUGUST 2, 2019

So, when you do integrate digital customer service technology , you’ll want to be thinking about the future of the technology, its agility and flexibility, and the development of your business. Most customers expect a self-service option on websites, and they want speed combined with personalization. 1) Live Chat.

Technology 48

Technology Customer Service Omnichannel Call Center 48

ShepHyken

MARCH 15, 2019

It’s facilities managers’ jobs to execute space changes during off-hours to minimize any impacts on customer experience. Businesses are now competing in a marketplace where customer expectations are elevated. Read Shep’s latest Forbes article: The Other “E” In Customer Experience: Customer Effort.

Blog 75

Blog Customer Service Management Retail 75

ShepHyken

DECEMBER 1, 2017

Advances in mobile technology have made it possible to go a full day without talking to a single human being. We all know that speed is everything in social service, and failure to live up to customer expectations can really put a dent in your customer counts. In the home and in business, bots are everywhere.

Communication 79

Communication Blog Social Media Connections 79

Bold360

FEBRUARY 4, 2020

Many companies are reluctant to invest in technology for fear of sacrificing a personal touch. 5 big CX challenges that can be overcome: 1. Investing in technology while staying personal. Customers expect to get what they want when they want it. This is now the world of expectations all companies must compete in.

Technology 59

Technology Insights Events Call Center 59

ShepHyken

DECEMBER 6, 2019

In fact, three-quarters of online customers expect help within five minutes. These growing customer expectations of superior service continue to drive companies’ efforts to look for advanced digital solutions to meet customer demands. Read Shep’s latest Forbes article: Amazon, Walmart And Target Go Head-To-Head.

Blog 71

Blog Customer Expectations Article Customers 71

ShepHyken

OCTOBER 5, 2018

New Direct-to-Consumer companies are flourishing by focusing on building strong relationships with their customers that they own directly, bolstered by better experiences. But loyalty doesn’t mean just repeat business, it requires a deep connection and service that consistently wows customers. Read Shep’s latest Forbes Article: Woof!

Consumers 85

Consumers Blog Brands Retail 85

ShepHyken

MARCH 2, 2018

Retailers would tell you that digital technologies have disrupted the business, then go on to add that Millennials are proving a tough demographic to crack. There is a huge payoff in trusting and empowering sales teams to meet customer expectations, which essentially boil down to building a relationship and fostering memorable experiences.

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Retail Blog Culture Article 79