TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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 newly-released 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101

Tricia Morris

MAY 28, 2015

In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application. Watch the Webinars: Get More Information, Best Practices on Knowledge for Customer Service. ———————————-.

2015 95

2015 Customer Service Webinar Presentation 95

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. A newly-released 2015 U.K. The 2015 U.K. Download the 2015 U.K.

Poor Customer Service 99

Poor Customer Service Consumers Brands Customer Service 99

Beyond Philosophy

OCTOBER 15, 2015

Consumers say Customer Service is important to them when choosing a brand and forming loyalty with it. 97% of Customers believe that Customer Service is important to them when they choose where they do business. According to the 2015 U.K. The post Customers Want Better Customer Service…or Else!

Customer Service 151

Customer Service 2007 2015 Customers 151

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. You will find even more helpful resources posted as 2015 progresses. Retirement of The Monthly Mash.

2015 111

2015 Blog 2014 Customer Centricity 111

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

2015 100

2015 Hotels Social Media Omnichannel 100

Tricia Morris

SEPTEMBER 15, 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. A newly-released 2015 U.K. The post INFOGRAPHIC: 2015 U.K.

2015 79

2015 Customer Service 2010 Webinar 79

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

2015 96

2015 Airlines Hotels Banking 96

Alida

JUNE 23, 2016

The insight community provides ongoing feedback from customers and helps Price Chopper make better decisions about strategy, branding and marketing campaigns. We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape.

Consumers 150

Consumers Insights Retail E Commerce 150

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., Guest post by Matt Dixon. Matt holds a Ph.D.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Kustomer

NOVEMBER 30, 2020

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. We understand consumers want more from the companies they do business with. They want effortless and seamless customer service across all communications and social channels.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. EMC Corporation.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

Tricia Morris

JULY 23, 2015

For everyone who was customer service when customer service wasn’t cool, we have arrived. Customer service and customer-centricity is definitely cool now. In the new 2015 State of Multichannel Customer Service Report , 98% of U.S. Read more about the app here.).

Innovation 105

Innovation Customer Service 2015 Customer Service Representative 105

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! The Kustomer journey began back in 2015 when the world was a very different place. Direct-to-consumer (DTC) businesses and digital-first brands are thriving.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

Experience Investigators by 360Connext

JUNE 22, 2015

Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. It’s a means to an end.

Social Media 233

Social Media Engagement Magazine Innovation 233

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Communities reduce business costs and drive sales.

2015 0

2015 Social Media 2012 2019 0

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive.

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

APRIL 23, 2015

I was thrilled to have the opportunity to interview Amy Jackson, Senior Director of Brand Strategy and Consumer Marketing for TripIt from Concur while I was at the South By Southwest Interactive festival in Austin, Texas back in March. Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Kayako

MARCH 21, 2022

No matter how much information companies provide before the sale, most customers will still need help. 83% of consumers expressed a need for some help on their online shopping journey. The customer is king” is an old saying, yet it has never been more relevant than it is now. Collaboration is Key for Customer Service Success.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day.

Consumers 94

Consumers Marketing Advertising 2015 94

Kustomer

OCTOBER 19, 2020

Kustomer’s CRM is the first true omnichannel customer service platform, purpose-built for brands that want to deliver hyper-personalized customer experiences at scale. In this time of rapid e-commerce acceleration, providing fast, personalized engagements with followers, influencers, and customers has taken on a new urgency.

E Commerce 105

E Commerce Customer Service Omnichannel E-support 105

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. Have you been focusing on social media service lately? Why Messaging Is So Promising For Customer Service.

Blog 126

Blog Customer Service Social Media Sports 126

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Customer Service 85

Customer Service 2015 Wireless Contact Center 85

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. Knowledge is Power in Service and Support.

Wireless 89

Wireless Customer Service 2015 2016 89

GetFeedback

DECEMBER 27, 2018

Customers benefit from sharing feedback too. According to AgilOne’s Consumer Survey , over 70% of US and UK consumers expect some form of personalization from the brands they buy from. Consumers want a personalized customer experience , and they’re willing to hand over data to get it. This is a unique problem.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Beyond Philosophy

MAY 14, 2015

Parature is a research and advisory firm specializing in communicating service-centric best practices. Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance.

White Paper 160

White Paper 2014 2015 2012 160

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. Questions they’ve considered will have included: How joined-up is my service across different channels? Are there any potential pain points on the customer journey?

E Commerce 88

E Commerce Customer Service 2015 E-support 88

transcosmos Information Systems

SEPTEMBER 27, 2016

billion smartphone subscribers in 2015 around the world and researchers expect the rate to grow to about 6.1 While your customers are probably online all the time, chances are, this connectivity offers a new challenge on how to deliver exceptional customer service support for people on the go in this digital age.

Customer Service 107

Customer Service Social Media E-support 2015 107

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Customer Service 70

Customer Service 2015 2016 2018 70

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Customer Service 76

Customer Service 2015 2014 Social Media 76

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.

Government 81

Government Customer Service White Paper 2015 81

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Blog 70

Blog 2015 Customer Service E Commerce 70

Joe Rawlinson

MAY 18, 2016

In this age of digital media, brands have many ways to offer exemplary customer service to their customer base. The advent of social media has also enabled customers to share their own customer service stories , which, in turn, become the brand’s own walking advertisement and word-of-mouth. Love, Chowking.”

Brands 94

Brands Customer Service Social Media 2015 94

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Here are six areas to focus on: 1.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Kustomer

DECEMBER 4, 2019

NEW YORK, NY — December 4, 2019 — Kustomer, the SaaS platform reimagining enterprise customer service, announced today it raised $60 million in Series E funding. Kustomer is transforming customer service as we know it. Founded in 2015, Kustomer empowers businesses to succeed in today’s customer-first world.

Customer Service 86

Customer Service Omnichannel 2015 2019 86