ShepHyken

DECEMBER 21, 2021

Top Takeaways: Learn about “customer avoidance” and why it happens. In the age of digital transformation, companies must find ways to eliminate customer service and experience avoidance and create a seamless customer experience with technology and customer relationships.

Customer Service Representative 67

Customer Service Representative Books Customer Confidence Advertising 67

ShepHyken

APRIL 12, 2017

Once the customer service representative came on the call, Cindy briefly described the problem. Shattered customer confidence. Even though our last customer service rep got the job done, the other two couldn’t. The frustration began with fifteen minutes of hold time. But what is the big cost?

Banking 99

Banking Customer Service Representative Customer Confidence Customer Service Training 99

CSM Magazine

DECEMBER 13, 2023

Understanding the Customer Service Gap The customer service gap refers to the difference between the level of services customers expect to receive and the level they get. Recognizing and closing these gaps is important to enhance the overall customer experience.

Customer Service 52

Customer Service Call Center Customer Satisfaction Poor Customer Service 52

Answer Dash

NOVEMBER 21, 2018

(This article is originally published at IT-Online ) According to Gartner, customer experience (CX) – more than products or solutions – is the new battlefront for business, with 81% of marketers saying that by 2020 they expect to be competing mostly or completely on the basis of CX. The age of the customer isn’t just a passing phase.

User Experience 75

User Experience Social Media 2025 2010 75

ShepHyken

FEBRUARY 1, 2017

I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative. I’m sure there were long lines and hold times.

Airlines 96

Airlines Customer Service Customer Service Representative Customers 96