Experience Investigators by 360Connext

JANUARY 30, 2015

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Disaster Alert: Proactive Customer Service to the Rescue. This is a Public Service Announcement: Good guys don't finish last in customer service! Tying the Knot on Top-Notch Customer Service.

2013 252

2013 Customer Service E-support 2014 252

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Beyond Philosophy

JANUARY 12, 2015

Philosophy #2: Your Customer Experience drives value for your organization. . When an organization focuses on improving the Customer Experience, it drives the value for the organization, reduces the costs associated with customer service, and builds a competitive advantage in today’s global and commoditized marketplace.

2015 163

2015 Customer Experience CEM Webinar 163

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

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.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise.

2015 108

2015 Customer Service Customer Centricity Download 108

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

Customers That Stick

MAY 13, 2015

In the Temkin Group’s 2015 Experience Ratings Industry Snapshots, Internet Service Providers were ranked last out of 20 different industries. Comcast announced recently that it will be putting a massive effort behind changing its customer service. The announcement will come as welcome news to many Comcast customers.

Customer Service 146

Customer Service Poor Customer Service 2015 Wireless 146

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Stop ruining your customer’s day by ignoring the little things or thinking you’ll fix what you know is broken tomorrow.

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

JANUARY 23, 2015

In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? 11:00 AM - 11:30 AM CST.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

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. consumers said they have stopped doing business with companies that blow it with Customer service.

Customer Service 151

Customer Service 2007 2015 Customers 151

Customers That Stick

OCTOBER 1, 2015

We've Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us.

2015 160

2015 Customer Service Customers Customer Service Training 160

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. More Posts - Website Follow Me: The post Is Your Customer Experience Technology Helpful or Creepy? appeared first on Customer Experience Consulting. Trends are always a big part of SXSW , but each year it comes down to people. A few years ago, group messaging apps were the big thing at SXSW.

Technology 265

Technology Customer Experience Social Media 2015 265

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. Matt holds a Ph.D.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

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.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

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

Experience Matters

OCTOBER 9, 2015

Since today is the final day of Customer Service Week , I want to give a shout out to the leaders in the 2015 Temkin Customer Service Ratings : USAA , Chick-fil-A , credit unions , Aldi , Trader Joe’s , Publix , Panera Bread , and H-E-B. Then you save customer service for those truly unusual situations.

Customer Service 118

Customer Service 2015 Books Customers 118

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Think Customers

SEPTEMBER 20, 2015

While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

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

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. What I and others like about NPS is the simplicity.

Net Promoter Score 167

Net Promoter Score NPS Customer Service Insurance 167

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 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. They want effortless and seamless customer service across all communications and social channels. We understand consumers want more from the companies they do business with.

Customer Service 135

Customer Service Brands 2015 Omnichannel 135

Experience Investigators by 360Connext

JANUARY 26, 2015

And I nod along as my seat mate or party friend tell me the latest horror story of waiting on hold, paying for service that wasn’t requested, losing service unexpectedly, or more. The viral videos of customer service reps losing their cool or falling asleep on couches fit nicely into these categories, too.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

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

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.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers. Choose a rival brand.

Customer Service 100

Customer Service Chief Customer Officer 2015 Webinar 100

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. These businesses deliver CX that is better for everyone — customers, agents, and businesses.

Customer Service 111

Customer Service 2015 Healthcare Customer Retention 111

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Nobody’s picking up the phone.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Experience Investigators by 360Connext

APRIL 7, 2015

He informed me it had departed and we should go to customer service. (It We walked through the airport and found the customer service agent. My husband tries another American Airlines customer service rep. Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. Thank you, gate agent!).

Airlines 307

Airlines Customer Experience Travel Books 307

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

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

Experience Investigators by 360Connext

DECEMBER 23, 2015

In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […]. The post Know What Customers Expect? There’s a reason we all love The Onion, America’s finest parody news source. 5 Onion Headlines that Nail It!

Customer Expectations 154

Customer Expectations 2015 Consulting Article 154

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Kayako

MARCH 21, 2022

Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media. There are measurable steps companies can take to improve customer service.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

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. Help users find each other and support your brand.

Social Media 233

Social Media Engagement Magazine Innovation 233

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. Impressive #leader who understands what #customer first leadership means. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Jack Ma @AlibabaGroup “women are key to #success “!

2015 217

2015 Leadership Innovation 2014 217