ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Article 98

Article 2021 Customer Service Retail 98

Help Scout

SEPTEMBER 27, 2021

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. After an early career as a web designer dating back to the age of Geocities , I joined the email marketing app Campaign Monitor as their first customer service professional. If you’ve already found one, please let me know.

Books 75

Books Customer Service 2010 Fashion 75

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. Hint: It all comes back to K.I.S.S.ing.).

2013 244

2013 2011 2012 2010 244

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 84

Customer Service Customers 2010 Net Promoter Score 84

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

SaleMove

MAY 21, 2021

This is made possible by one ‘system of record’ like an ERP that maintains a single source of truth regardless of where the customer is engaging. Consider that since 2010, when the term omnichannel was adopted, consumers have evolved to a digital-first mentality. What is Omnichannel Customer Service?

Omnichannel 52

Omnichannel Customer Service Touchpoint Retail 52

ProProfs Chat

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. Census records.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels.

2015 79

2015 Customer Service 2010 Webinar 79

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Technology 88

Technology Customer Service 2010 Social Media 88

CSM Magazine

MAY 31, 2023

The goal of customer service is to make customers happy, but the logistics behind it can be costly for businesses, especially when they’re not sustainable. Whether shipping packages to customers or transporting products from one warehouse to another, logistics impacts your bottom line and the environment.

Transportation 52

Transportation Customer Service 2022 2010 52

CSM Magazine

JUNE 19, 2019

Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010.

Loyalty 69

Loyalty Customer Service Social Media 2010 69

Advantage Communications

JULY 14, 2022

Ever-evolving technology is bringing huge change for businesses, especially when it comes to customer service. Today’s technology is introducing new ways to drive up customer satisfaction and improve customer loyalty. Today’s customers demand more from businesses than ever before.

Call Center 52

Call Center 2010 Customer Satisfaction Loyalty 52

Tricia Morris

AUGUST 4, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. is at its lowest level since 2010 , it has never been more important for U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. The 2015 U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

NICE inContact

DECEMBER 9, 2015

That passion also extends to delivering outstanding customer service. As their customer support inquiries increased, Columbia Sportswear knew they needed a new contact center solution to support seasonal call volumes, e-commerce, and their unique brands. That was unheard of in 2010.”. 1,346 man hours saved for the year.

E Commerce 75

E Commerce Customer Service Contact Center E-support 75

Provide Support

JULY 24, 2015

This infographic tells us about 5 most popular among businesses myths and delusions about customers’ complaints. . Customer Service Myths. Devin Boudreaux traded in his Cro Mags tshirt for a suit and tie and has been riding the waves of the marketing world since he graduated from BSU in 2010.

Customer Service 78

Customer Service 2010 Customers Blog 78

Service Untitled

MARCH 3, 2010

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. The winner this year was a company called Pet Relocation.

2010 41

2010 Blog 2006 Consulting 41

Bold360

DECEMBER 12, 2019

Sure, you know the importance of customer service. One look at customer service statistics and it’s clear that consumer expectations when it comes to service aren’t just rising—they’re skyrocketing. If you want to stay competitive, it’s critical to step up your customer service game. Why can’t you?”

Customer Service 40

Customer Service 2010 Competitive Advantage Poor Customer Service 40

Customers That Stick

DECEMBER 3, 2019

Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their organizations.

Customer Experience 103

Customer Experience 2010 Retail Books 103

CSM Magazine

OCTOBER 7, 2019

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ shares the first of five special insights for Customer Service Week. Insight: Knowing your customer and how to deliver to them. At OmniServ, we deliver a wide range of services to a diverse group of customers in and around airports.

Customer Service 40

Customer Service 2004 Travel 2010 40

Win the Customer

DECEMBER 29, 2015

Vernon Hill is the most customer-driven banker who has tapped into the power of customer service experience to build one of the fastest growing financial institutions in the world. Metro Bank, in the United Kingdom, run by Vernon Hill, was issued its license by the government’s Financial Service Authority in March 2010.

Customer Service 64

Customer Service Banking Financial 2010 64

Tricia Morris

JANUARY 4, 2016

A new year brings resolutions to change or improve in ways that matter, and for brands and organizations, customer service is always a key focus. ——————– Read 10 Customer Service Trends to Watch in 2016. .” – Fred Reichheld, Author, Business Strategist. What were their answers?

2016 58

2016 Customer Service Chief Customer Officer 2010 58

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Is it about the least expensive service? Hence, they can provide a better service quality for your consumers.

Customer Service 52

Customer Service Call Center 2008 2014 52

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” Isn’t it time we engage the empowered customer with equally empowered employees?

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

customer sure

NOVEMBER 27, 2023

We’re delighted to announce that CustomerSure has been named as a finalist in the Trusted Quality Provider category at the Institute of Customer Service ‘UK Customer Satisfaction Awards’ for 2024.

Customer Satisfaction 62

Customer Satisfaction 2024 Healthcare 2010 62

InMoment XI

SEPTEMBER 25, 2024

For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service. These AI bots can understand and answer customer questions. These tools can understand and answer customer questions quickly. Why is Natural Language Processing Important?

Insights 195

Insights Social Media Net Promoter Score Events 195

CSM Magazine

NOVEMBER 13, 2019

Taking automation to the next level, Utilita is now training AI-enabled digital workers to read, categorise and forward more than 2,000 customer queries each week to the correct customer service team. The company serves approximately 800,000 customers, managing around 1.3million meters. It employs 1,400 people.

Customer Service 40

Customer Service 2019 2003 2010 40

Service Untitled

FEBRUARY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Do toll-free numbers help customer service?

2010 41

2010 Blog 2006 Customer Satisfaction 41

Forrester

JUNE 21, 2016

To do that we compared five pairs of publicly traded companies where one company in each of the pairs had a significantly higher score than the other in Forrester's Customer Experience Index during the period 2010 to 2015. Then we gathered financial data from company SEC filings like Forms 10-K and 10-Q.

2016 75

2016 Customer Experience 2010 2015 75

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

Contact Center 62

Contact Center 2010 Loyalty Customer Retention 62

West Monroe

OCTOBER 30, 2024

Globally, data has grown year-over-year since 2010 and estimates project 181 zettabytes of data to be generated in 2025. Utilities collect diverse intake data from various sources, categorized into customer, operational, and environmental data, to optimize operations, enhance customer service, and ensure regulatory compliance.

2025 52

2025 2010 Definition Culture 52

CSM Magazine

APRIL 20, 2023

Dean Asher, Head of Technical and Customer Services at Polypipe Building Products, says: “We’re proud to be delivering a universally positive experience across the service, and the itemised nature of how we collect feedback provides us with data that highlights areas we’re really excelling in, and those in which might need a little work.

Feedback 52

Feedback 2017 2010 Insurance 52

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.

Technology 59

Technology Call Center Social Media 2007 59

LiveChat

APRIL 19, 2016

Social media has become an essential ingredient of great customer service, but there are some aspects that are specific to certain businesses, and need to be adapted as such. However, once you’re done, you’ll end up with a customer service that’s ready anytime for any type of reaction from the people using your service or product.

Social Media 50

Social Media Customer Service 2010 Document 50

CSM Magazine

OCTOBER 25, 2022

Part of the Atlanta Group of insurance brands, which includes Swinton, Marmalade’s approach has picked up recognition and resulted in them being named a finalist in several industry awards, most recently as highly-commended finalists in the UK Customer Service Excellence Awards.

Net Promoter Score 52

Net Promoter Score Insurance Feedback 2006 52

Service Untitled

APRIL 28, 2014

The Government Accountability Office reports $900 million in costs have been cut from the IRS since 2010. Those budget adjustments have resulted in less personnel, less training, and as a consequence of course, less service. Angry Customers Customer Satisfaction Customer Service Employees Specific Companies'

Customer Service 59

Customer Service Government 2010 Fashion 59

ProProfs Chat

FEBRUARY 19, 2021

But on the other hand, less wait time indicates efficient customer service and low customer effort. The amount of effort a customer has to put in to engage with your business can make or break the customer experience. . Range Scale of 1-5 : Using this scale, you can capture customer effort on a scale of 1-5.

Effort Score 52

Effort Score 2010 Multi-Channel 2013 52

Retently

MARCH 23, 2023

The most frequent one, dating back to 2010 and repeatedly reported over the last six years , involves automatically re-billing customers’ credit cards. Comcast’s customer service is among the lowest-rated in the United States. In Comcast’s case, the customer service wasn’t just bad but outright disrespectful.

Net Promoter Score 124

Net Promoter Score NPS Insurance Airlines 124