TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. They demand highly convenient and fast service. Self-service platforms. Know your customer.

2018 303

2018 Customer Service Virtual Agent Social Media 303

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. 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. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.

2020 97

2020 Customer Service 2019 2024 97

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops.

2020 121

2020 Customer Service Workshop Customer Service Strategies 121

Micah Solomon

OCTOBER 11, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Last week, I suggested quick wins that could improve your customer service and customer experience. Superior customer service depends on superior customer-facing employees; here’s an article of mine on how to get them.

2018 224

2018 Customer Service Customer Experience Hospitality 224

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Today’s most successful brands understand how great customer support can grow their bottom line. Having provided outsourced customer support to some of the world’s top brands, we know what works, and now we’re sharing that with you.

Brands

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience.

2020 129

2020 Customer Service Customer Service Representative Reference 129

C3Centricity

AUGUST 3, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. It had been desperately trying to address a long-term deficit in customer service excellence versus its main competitor Swisscom.

2020 80

2020 Customer Service Consumers Social Media 80

BlueOcean

JUNE 26, 2018

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. We sat down with Paul to discuss his views on best practices for creating incredible customer service. Do you have a “process” for consistently creating exceptional service experiences?

2018 220

2018 Customer Service Hospitality Contact Center 220

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. In honor of National Small Business Week ( #SmallBusinessWeek ), here are five highly effective, low- or no-cost ways to amp up the quality of your customer service experience. Train your employees to handle unhappy customers–and to win them back when things go wrong.

2018 229

2018 Customer Service Consulting Customer Experience 229

BlueOcean

JULY 8, 2020

In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. Read on for more insight on what’s trending in customer service. Customer experience expert Adam Toporek has noticed a lot of talk about empathy lately – and rightly so. Every customer service interaction is an opportunity to deliver this connection point. How about your customers?

2020 120

2020 Customer Service Contact Center Definition 120

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

Customer Journey

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service. Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Effective self-service options.

2019 204

2019 Customer Service Customer Experience E Commerce 204

BlueOcean

JULY 3, 2019

In particular, customer service agents are among the most in-demand roles in the US, making them extremely difficult to fill. In spite of some of those persistent negative stereotypes about the contact center industry, delivering an optimal customer experience does require business acumen, technical/digital skill, and emotional intelligence – and that’s just for starters ( more info on the ideal agent profile here ). Ultimately, your customer experience could be at risk.

2019 146

2019 Customer Service Contact Center Reference 146

BlueOcean

AUGUST 30, 2018

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. Although the surface reasons may be broad, often the root cause is a failure to evolve the customer service solution. More and more customer interactions are happening without any human interaction at all.

2018 194

2018 Customer Service Roadmap Customer Care 194

GetFeedback

JANUARY 7, 2019

Live chat customer service has become an expectation to the modern customer—more than half of all customers prefer chatting with someone in real time via chat rather than picking up their phone. While live chat is the perfect addition to any customer service program, it doesn’t come without its challenges. Here are the top 5 pain points associated with instituting a live chat customer service program and how to overcome them.

2019 200

2019 Customer Service Feedback 2018 200

Speaker: Bryan Horn, Founder, CS Solutions

If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel. Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions.

Customer Service

Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. In episode 15, we tackle the subject of how certain industries can get away with treating customers poorly and still get good business results. Customer inclusion from the start.

2015 225

2015 Customer Service Airlines 2014 225

Kustomer

OCTOBER 14, 2020

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, if the customer experience is tainted with one poor interaction, customer loyalty can be lost.

Customer Service Strategies 56

Customer Service Strategies 2020 Customer Service Competitive Advantage 56

Beyond the Arc

JULY 24, 2020

Is your approach to customer support optimized for today's mobile-first customer service world? The post How important is mobile-first customer service? Customer Experience Digital Transformation Mobile customer engagement customer service Innovation strategy

2020 69

2020 Presentation Customer Service Technology 69

Experience Investigators by 360Connext

MARCH 5, 2015

Disappointing a customer really comes down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are the steps to disappointing any customer. If the shipping is late or the product needs more time, communication is your best ally with customers. It’s difficult to over communicate when it comes to customer issues. Take the time to hear customers each step of the way.

2015 219

2015 Customer Service Sports Social Media 219

Speaker: Brian Morin, CMO, Mark Landry, VP Product, Marilyn Cassedy, Director of Customer Success, SmartAction

It just so happens that whenever we design and deploy a new AI-powered virtual agent over voice, the self-service application invariably falls into one of 5 distinct categories. This has been true for more than a hundred clients encompassing hundreds of use cases across 12 industries. Having a keen awareness of where or how AI fits in your contact center for a great CX and ROI begins with understanding how to broadly classify your interactions. If it fits into one of these 5 categories, a live human agent should never handle it. Join Brian Morin, Mark Landry, and Marilyn Cassedy of SmartAction, and learn how to streamline your customer service.

Virtual Agent

Customers That Stick

JANUARY 22, 2020

Is customer service dead? Customer service is not dead, but it is changing. Part of that change is that we now look at the broader concept of customer experience, which is that overall journey a customer takes with a business or brand. However, customer service is still an integral part of customer experience. Reports of the death of customer service are premature; it is still alive and well. Customer Service Blog

2020 60

2020 Customer Service Books Customer Relationships 60

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Whether you’re working with an outsourced strategic partner or whether you are operating with an in-house customer service solution, these posts are must-read content as you work on improving your customer experience on social media.

2018 173

2018 Customer Service Social Media ROI 173

Magellan Solutions

OCTOBER 6, 2020

The number one challenge in doing it is to find more cost-efficient and effective ways to do the different processes of your business, especially customer service. It is why you might want to consider outsourcing customer service as your business grows. .

2020 52

2020 Customer Service Contact Center Call Center 52

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Today, we’re sharing how you can leverage VOC data to improve customer service. Understand Voice of Customer capture methods. Customer Service How To

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Voice of Customer 2019 Customer Service Net Promoter Score 203

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey. Examples of AI-Driven Personalized Customer Service. Customer Analytics. Hello.

2018 133

2018 Customer Service Call Center 2007 133

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. Customer Happiness Metrics. Customer Satisfaction (CSAT) Score.

Metrics 183

Metrics Measurement 2018 Customer Service 183

Customers That Stick

MARCH 4, 2020

The data is in and customer experience leads to all sorts of favorable outcomes. If we’re talking about customer service specifically, as opposed to customer experience, it is important because it is one of the most important and crucial aspects of customer experience. Customer service is not just important; it is crucial to anyone who wants to, as we say, win with experience. Customer Service Blog

2020 60

2020 Customer Service Retail Books 60

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. By now, we are all well aware that the COVID-19 pandemic has drastically impacted customer experience.

2020 154

2020 Customer Service Touchpoint Interaction 154

Magellan Solutions

SEPTEMBER 27, 2020

One of the keys to a successful business lies not only in the products or services but also to loyal customers. This is especially true for the insurance industry — an industry that relies greatly on its customer base. Securing the Future of Customers.

Insurance 52

Insurance 2020 Customer Service Social Media 52

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship. 76% of consumers say they view customer service as the true test of how much a company values them.

2015 86

2015 Customer Service Poor Customer Service Consumers 86

Kustomer

OCTOBER 15, 2020

No matter what line of business you’re in, it’s critical to pay attention to the quality of your customer service delivery if you want to keep your customers happy. Quality Customer Service, by the Numbers. What It Means to Your Customers.

2020 52

2020 Net Promoter Score Customer Service Omnichannel 52

Magellan Solutions

SEPTEMBER 17, 2020

These days, when choosing or purchasing products or services, clients tend to identify the most appropriate platform to use. The recent ATG study reveals that 30% of consumers use three or more customer service channels for a single transaction. Self-Service Knowledge Base.

2020 52

2020 Social Media Customer Service Omnichannel 52

ShepHyken

JANUARY 31, 2018

I’ve written about the customer service gap before. The second version of the gap focused on narrowing the distance between you and your customers. The closer you are to your customers, and the more you are meeting their needs, the narrower the gap is between you and your customer. This also puts your competition further away from your customers. In a truly customer-focused organization, you might even see the gap reversed.

2018 85

2018 Customer Service Leadership Reference 85

GetFeedback

MAY 8, 2019

Customer service is undoubtedly a key player in any company’s customer experience (CX) program. It’s the necessary companion to a great product or service —in fact, 80% of customers say that the experience a company provides is as important as its products or services. Given its significance, we conducted a global study to identify the latest customer service trends and best practices. Customer Service

2019 218

2019 Customer Service Feedback Metrics 218

Steve DiGioia

SEPTEMBER 24, 2020

Two staple examples are “The customer is always right” and “It’s more expensive to acquire a new customer than to keep an existing one”. But for me, this is… Customer Service Fact #1. I realize that my paycheck comes from the customers who buy my product or service.

2020 71

2020 Customer Service Books Sales 71