CSM Magazine

MAY 27, 2024

Did you know that the colors used in your customer service environment can significantly impact how customers perceive and interact with your brand? So much so, that 80% of consumers believe that color increases brand perception during the customer experience.

Customer Service 52

Customer Service Magazine Exceptional Customer Service Brands 52

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Social Media 128

Social Media Brands Customer Service E Commerce 128

CSM Magazine

DECEMBER 1, 2021

New data from Dixa , a leading customer engagement platform, has today revealed that brands are struggling to meet evolving consumer demands and expectations in the realm of customer service. . Quantifying the impact of bad customer service. Has Covid-19 widened the disconnect? .

Consumers 52

Consumers Brands Customer Service 2022 52

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. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 75

Customer Service Omnichannel Social Media Customer Satisfaction 75

Kustomer

JANUARY 2, 2024

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view n customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

2023 105

2023 Customer Service 2024 Airlines 105

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. 8 Keys to Making Customer Service a More Positive Experience by Martin Zwilling (Inc. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics.

Article 73

Article 2024 Customer Service Loyalty Programs 73

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Consider that 99% of consumers rely on online reviews before making a purchase. This article will give you some insights into the power of your customers speaking out on behalf of you and your products (and customer service).

Article 80

Article 2024 Customer Service Government 80

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: As costs go up, we must charge customers. Even loyal customers don’t want to pay more if they don’t have to. My Comment: Nike is a brand that we all know and many love.

2024 73

2024 Net Promoter Score Article Loyalty Programs 73

Comm100

APRIL 10, 2024

AI is reshaping countless industries and services, and customer service is one such area that is changing for the better. An uptick in brand loyalty, something that makes the $323 billion spent yearly on loyalty management worth it. The result?

Customer Service 90

Customer Service Customers Social Media Customer Satisfaction 90

BirdEye

NOVEMBER 15, 2023

Online reviews have the power to transform customer perceptions on a massive scale. When shoppers express their love for your brand online, they’re not just speaking to friends; they’re announcing to the world that you are the best in the business. But what happens when those words travel at the speed of the internet?

Retail 109

Retail Brands E Commerce Demo 109

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 80

2024 Article Customer Service Government 80

TechSee

MAY 19, 2021

In the last few years, the customer service domain has experienced an awakening with the rising awareness of the benefits of delivering a good customer experience. Companies have invested in their customer service function to differentiate and personalize their brand and improve overall operational efficiency.

2021 159

2021 Technology Customer Service Competitive Advantage 159

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

2023 137

2023 Customer Service Customer Experience B2C 137

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

DECEMBER 31, 2019

Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. Customer Service will become increasingly AI-driven.

2020 136

2020 Customer Service Contact Center Social Media 136

MyCustomer

SEPTEMBER 15, 2022

90% of managers think they are treating agents as brand guardians, yet only 33% of consumers agree. 15th Sep 2022 Calabrio: Consumers Judge on Customer Service

Brands 61

Brands Consumers 2022 Customer Service 61

CSM Magazine

JULY 14, 2023

The ubiquitous nature of social media and its engagement potential has led companies to increasingly leverage these platforms for customer service purposes. However, it raises the question – how much customer service should your social media accounts handle? The Rationale: Why Social Media for Customer Service?

Social Media 89

Social Media Customer Service Omnichannel 2023 89

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Engaging your customers in between visits pays dividends.

2024 60

2024 E Commerce Article Customer Service 60

Kustomer

SEPTEMBER 1, 2022

It’s no secret that a strong customer service strategy is the cornerstone of a successful business. Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. What Is Customer Service Strategy?

Customer Service Strategies 104

Customer Service Strategies Customer Service 2025 Consumers 104

Kustomer

APRIL 14, 2022

The perspective of the modern consumer has shifted. Expectations have become more complex and today’s customers expect to receive more than traditional customer service protocols. They now expect a streamlined customer service experience. Personalized Customer Service Examples to Implement.

Customer Service 98

Customer Service E-support Consumers Customers 98

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.)

2024 75

2024 Net Promoter Score Article Customer Service 75

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Gen Z will become the most powerful force of consumers in the next few years. Our customer service and CX research confirm this. Our customer service and CX research confirm this.

2024 67

2024 Article Customer Service Social Media 67

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. brands are losing approximately £7.7 brands are losing approximately £7.7

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

2024 58

2024 Article Customer Service Retail 58

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline.

2024 56

2024 Article Customer Service Retail 56

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 Here are my top five picks from last week.

2024 62

2024 Article Customer Service B2B 62

ShepHyken

SEPTEMBER 10, 2023

Each week, I read many customer service and customer experience articles from various resources. How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed.

Article 80

Article 2023 2028 Customer Service 80

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Through chatbots and empathy simulators are transforming customer service by taking over tasks traditionally done by humans, such as speech recognition, empathy, and decision-making.

2024 78

2024 Article Hotels Loyalty Programs 78

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

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 123

Customer Journey Brands Contact Center Sales 123

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If they want to continue to succeed, it’s key that they make their customers feel valued and that they truly care about them and their experience with the brand. Is Customer Empowerment the New Customer Engagement?

Article 78

Article 2024 Customer Service Airlines 78

ShepHyken

MAY 24, 2021

Each week I read a number of customer service and customer experience articles from various resources. How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away!

2021 155

2021 Article Customer Service Customer Retention 155

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

2024 62

2024 Article Customer Service Average Handle Time 62

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Here are my top five picks from last week.

2024 60

2024 Article Customer Service Workshop 60

Kustomer

MARCH 14, 2022

While phone support isn’t going anywhere, when you force consumers to switch platforms in order to get their questions answered, you give them a reason to abandon their purchase or generate negative feelings. The less effort, the better — and with the digital-first consumer, chat is often better. Why Consumers Love Chat.

Consumers 98

Consumers E-support Customer Service Representative Social Media 98