OpinionLab

JULY 28, 2016

The age of the customer. If you’re a consumer, it’s the age of smartphone enabled empowerment. Does your customer care? Despite the mobile complexity you face, your customers expect a seamless cross-channel experience, instant gratification, and immediate action. Not really.

Download 100

Download Books Feedback Customer Care 100

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Events 49

Events Customer Service Customer Experience Customer Care 49

Lithium

DECEMBER 6, 2022

[Podcast] Customer Experience As a Two-Way Conversation In this episode, Nate Jaffee (nateprayt) , Head of Strategy at Praytell , talks to us about customer relationships, customer expectations, and overturning the belief that the customer is always right. Download the report today to get the full story.

2022 52

2022 Social Media 2023 Roadmap 52

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. Click here.

Government 81

Government Customer Service White Paper 2015 81

Kustomer

SEPTEMBER 18, 2020

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. If tickets aren’t the ticket, what is the secret to direct-to-consumer success today?

Customer Experience 52

Customer Experience E-support Omnichannel Contact Center 52

CSM Magazine

AUGUST 22, 2019

With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. In order to feed that back into the organization, their responsibilities and internal footprint are changing and, simultaneously with customer expectations, they must evolve. SVP, Customer Care, Samsung.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Opinionator

JANUARY 8, 2021

Specifically, this reviews the quality of encounter as the customer interacts with the business – both online and offline, no matter how many times. Invariably, this would include: The quality of customer care. The interaction between customer and employees. The quality of customer service. Advertising.

ROI 52

ROI Customer Experience Financial Customer Journey Mapping 52

Qualtrics

JULY 15, 2019

Offer Multiple Channels for Customer Support. According to Microsoft’s State of Global Customer Service report , more than half of consumers want to start the customer service interaction online, opposed to making a phone call or in-person. have used social media to complain about a brand or its customer service.

Net Promoter Score 41

Net Promoter Score Customer Service Social Media NPS 41

Oracle

NOVEMBER 10, 2020

In fact, the article notes, weekly customer-service chatbot sessions for retailers and consumer-goods brands increased nearly fourfold since the pandemic began. Customers haven’t lowered their expectations. During the pandemic, it’s getting harder to keep up with expectations.

Customer Care 78

Customer Care E Commerce Retail Brands 78

ReviewTrackers

JUNE 27, 2018

Simply put: the search engine giant is dominating the review market: 64 percent of consumers say they are likely to check reviews on Google before visiting a business — more than any other review site. Customers care about being responded to. 53 percent of customers expect a review response within 7 days.

Social Media 94

Social Media Download Feedback Government 94

Comm100

APRIL 6, 2020

Offering true omnichannel customer engagement requires you to be omnipresent — you need to be everywhere, all the time. Offer communication channels that your customers expect you to be on. To help convert these customers, you need to be accessible wherever they are, including live chat, email, SMS, and social media.

Omnichannel 52

Omnichannel Customer Engagement Engagement White Paper 52

Comm100

MAY 11, 2020

And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t. Instead, they will ask the customer to repeat their issue again. This is one of the top customer complaints and the perfect recipe for abandonment and low CSAT scores. Download Now.

Omnichannel 59

Omnichannel Multi-Channel 2003 Download 59

Comm100

MAY 11, 2020

And even if some agents go through the time-consuming effort to find all the relevant information, many simply won’t. Instead, they will ask the customer to repeat their issue again. This is one of the top customer complaints and the perfect recipe for abandonment and low CSAT scores. Download Now.

Omnichannel 52

Omnichannel Multi-Channel 2003 Download 52

Comm100

JANUARY 14, 2020

It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Increased customer satisfaction. Download Now.

Omnichannel 40

Omnichannel White Paper 2020 Social Media 40

Comm100

NOVEMBER 6, 2017

As of last year, at least 86% of Fortune 500 companies have an active Twitter account, and more than 50 million small businesses use Facebook to connect with consumers. As true as the legends may be (yes, social media can win you fans and boost customer loyalty ), social media customer service isn’t always sunshine and rainbows.

Social Media 61

Social Media Customer Service White Paper Airlines 61

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. Google is my best friend!

Customer Centricity 54

Customer Centricity Measurement 2019 Customer Satisfaction 54

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. Here we offer 12 essential tips for live chat operators to communicating effectively, addressing customer issues efficiently, and representing your brand professionally.

Social Media 47

Social Media Customer Service Strategies Customer Service Download 47

Currency Alliance

JUNE 19, 2019

In a climate where customers expect everything more or less instantly, even that one day seems like an eternity, but it’s important to remember that many very large loyalty brands are still sending flat files between partners that get processed in batch. This is a huge problem for the consumer. measure through program execution.

Magazine 49

Magazine Loyalty 2019 Loyalty Programs 49

Comm100

OCTOBER 17, 2017

This blog post will show you exactly why social media customer service is so important, and how social media support can help take your business into the future of customer care. Free Download] 120+ Ready-to-Use Live Chat Scripts for Both Sales and Customer Service. Download Now.

Social Media 50

Social Media Customer Service Download Customer Care 50

C3Centricity

SEPTEMBER 3, 2018

My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. I believe they show a serious problem in the business of looking after our customers today. By your customer care, that’s how. And knowing exactly what your customers want.

Customer Centricity 67

Customer Centricity Customer Satisfaction Social Media 2011 67

Comm100

FEBRUARY 16, 2018

Mark Zuckerberg, the founder of the social media giant, explains that passively consuming information on social media can have negative health consequences for users, and that Facebook will be making the switch “from focusing on helping you find relevant content to helping you have more meaningful social interactions.” Add a Link.

2018 40

2018 2017 Customer Service Social Media 40