ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service. Here are my top five picks from last week.

2016 121

2016 Article Customer Journey Mapping Customer Service 121

Natalie Petouhof

JANUARY 5, 2016

Tweet CES: The Connected Internet of Things Dominates: Analysts predict by 2019 that only 49 percent of data in the cloud will be from PCs, and the biggest drivers of the shift will be smartphones and IoT. So yes, lot’s of it and the key is how to use it to make a customer experience – whether B2C or B2B – better.

Connections 40

Connections 2016 2019 B2C 40

Tricia Morris

JUNE 17, 2016

Microsoft’s 2016 State of Global Customer Service Report shows that globally, 55% of consumers’ customer service interactions now begin online rather than on the phone or in person. Of those online interactions, 28% now typically begin on a mobile device. Get the 2016 State of Global Customer Service Report.

Interaction 55

Interaction Customer Service 2016 Webinar 55

Tricia Morris

JANUARY 25, 2016

As we start talking about self-service , virtual assistants and artificial intelligence in more and more customer service conversations, we have to talk about where human-to-human interaction will continue to make an impact, and why many customers have turned to more “humanless” customer service options in the first place.

2016 68

2016 Customer Service Chief Customer Officer Magazine 68

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

2016 98

2016 Innovation Return on Investment Airlines 98

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Author: Vincent Giraud Traditionally brands have segmented their customer bases by demographic factors such as age, and used this information to drive specific customer experiences for each group.

Connections 72

Connections Social Media 2016 Innovation 72

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting?

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

NICE inContact

AUGUST 25, 2016

According to Gartner’s report, Bridge Silos of Customer Engagement, or Risk Killing Your customer Experience , “Customer engagement is frequently delivered in silos, even though this is a known, significant customer experience issue. The days of technology-driven process design are over.

Customer Engagement 48

Customer Engagement Connections Engagement Contact Center 48

ShepHyken

JULY 11, 2016

Each week I read a number of customer service articles from various online resources. Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences? That means the loud and complaining customer may get more attention than one who quietly and politely complaints.

2016 81

2016 Article Customer Service Loyalty Programs 81

Alida

MARCH 23, 2017

According to Jen Palmer from T-Mobile , “If we don’t provide the service our customers want, expect and deserve, they can leave us.” Despite this, telecoms are notorious for having the lowest rated customer service departments and representatives of any industry. Looking beyond traditional customer experience (CX) metrics.

NPS 133

NPS Net Promoter Score Loyalty Telecommunications 133

Bold360

MARCH 9, 2017

As Forrester posited, we are in the Age of the Customer, and in this era of immediacy and availability, offering digital self-service is a requirement for any company hoping to provide high-level service for consumers. Human-like Interactions for True Connection with your Customers Where They’re Comfortable.

Consumers 65

Consumers Connections Customer Service Touchpoint 65

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. One of the early pioneers in CRM software was ACT!

Technology 59

Technology Call Center Social Media 2007 59

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? Will it ever replace human interactions? There always has to be a “fall back” plan that defaults to human interaction. Here are my top five picks from last week.

2016 69

2016 Article Customer Service Social Media 69

Stella Connect

JANUARY 15, 2017

UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. Jennifer Grim , Director of Customer Service at UncommonGoods, provides some valuable insights into how the company leverages Stella Connect. When did you first begin working with Stella Connect?

Connections 40

Connections 2015 Feedback 2016 40

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. Think about it: who would you rather get customer service from?

Customer Service 98

Customer Service 2016 2022 Brands 98

ShepHyken

JULY 25, 2016

Each week I read a number of customer service articles from various online resources. The omni-channel strategy for customer service part 1: email by Heerd. My Comment: Email is still a viable way to communicate with customers. My Comment: One way to improve the customer experience is to personalize it.

2016 78

2016 Article Customer Service Books 78

OpinionLab

NOVEMBER 1, 2016

As I spoke with customers and analysts, and listened to the keynote presentations, I found emerging commonality across three main themes: 1) Mobile is a mainstay. One Forrester analyst coined the term “landmarks” to describe the critical moments that matter in the customer journey. But the opposite is also true. Gain clarity on cost.

2016 60

2016 Innovation Return on Investment Airlines 60

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Article 58

Article 2024 Customer Service Retail 58

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Consumer Trust Languishes at 2016 Levels by MarTech Cube (MarTech Cube) Consumers’ trust in the organizations they do business with has not recovered from its pandemic decline. Here are my top five picks from last week.

Article 56

Article 2024 Customer Service Retail 56

Alida

DECEMBER 22, 2016

presidential election, we’re entering the new year with a global geopolitical landscape that’s more uncertain and potentially more disruptive to businesses than 2016. Gaining customer trust will become a more significant source of long-term competitive advantage. Protecting customer data would be a good start. RELATED RESOURCES.

2017 0

2017 E Commerce 2016 Social Media 0

Alida

JANUARY 19, 2017

Sales in athletic apparel rose 12 percent in 2016 , according to the market research firm NPD, as more consumers wear their workout clothes outside the gym. As a result, the average selling price of activewear apparel dropped by nine percent in the first quarter of 2016. Photo: Bloomberg.

Retail 167

Retail Apparel E Commerce 2016 167

CSM Magazine

MARCH 17, 2023

Many things contribute to a poor customer experience. Take buffering, slow download speeds or bad Wi-Fi connections, for instance. Connectivity issues are beyond a brand’s control. But so many fail at the first hurdle because they don’t take the time to understand the customer journey.

Customer Journey 52

Customer Journey Touchpoint Travel Entertainment 52

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

Alida

JULY 28, 2016

To learn more about this topic, join us at the 2016 Customer Intelligence Summit , where Lauren Meewes, senior program manager of seller at eBay, and Catherine Makk, vice president of global insights at HarperCollins, will share how to use customer feedback to give context and meaning to big data. The rise of big data.

2010 160

2010 Social Media 2016 2013 160

Calabrio

JUNE 9, 2016

At Calabrio, we like to stay ahead of the curve so we can meet our customers where they want to be tomorrow, instead of where they were yesterday. One of the places I look for trends is in the 2016 Dimension Data Global Contact Centre Benchmarking Report , the most extensive global contact center survey in the industry.

Contact Center 40

Contact Center 2016 Insights Banking 40

Inbenta

NOVEMBER 29, 2022

More than ever before, customers expect a near-immediate response to their questions and queries. So much so that many customers will now expect to encounter a chatbot, with a staggering 80% of people have interacted with one at some point. Which chatbot features will give your customers the best experience?

Multi-Channel 90

Multi-Channel Customer Experience Omnichannel Social Media 90

Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Beyond Philosophy

MAY 15, 2017

With malls looking at the writing on the wall, businesses are now focused at effective customer engagement strategies. This is the reason brands are focusing on a customer experience module so that they can handhold customers through this process. Key insights for customer handholding. Look at customer psyche.

Social Media 133

Social Media E-support E Commerce 2016 133

TechSee

MAY 1, 2018

AI is revolutionizing the way utilities operate, optimize and provide service to their customers. AI in utilities is also playing an increasingly central role in customer-facing interactions. Gartner reports that the vast majority of utilities’ investment in AI is earmarked for customer service.

2016 132

2016 2017 Call Center ROI 132

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

2022 88

2022 Customer Service Omnichannel 2021 88

PeopleMetrics

DECEMBER 9, 2016

You’re probably familiar with the classic customer satisfaction survey. So, here at Interaction Metrics, we asked ourselves: sure companies ask their customers to share, but do companies really care about what their customers have to say? Poor customer listening. © Interaction Metrics 2016. --.

Retail 64

Retail 2016 Metrics 2017 64

CX University

MARCH 29, 2018

As it turns out, customer experience unlocks a radical capability of mapping the customer journey. To destroy silos, all you need to do is focus on changing customer journeys. From Touchpoint to Customer Journey: How the simple act of connecting the dots will start a revolution.

Customer Experience 86

Customer Experience Touchpoint 2016 Banking 86

Beyond Philosophy

DECEMBER 8, 2015

Employees are the common denominator in optimizing the customer experience. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

2016 68

2016 Customer Experience Insurance Leadership 68

Martin Hill-Wilson

JANUARY 29, 2016

The first is Interaction Analytics which provides credible evidence of what goes on day in day out. Its range of application is impressive – 100% compliance management, advisor dashboards for self development, a key input to Voice of the Customer initiatives and customer journey mapping. The second is Visual IVR.

Roadmap 49

Roadmap 2016 2019 Customer Journey Mapping 49

Customer Bliss

MARCH 29, 2017

Customers are a Good Judge of Character. Whether institutional or personal values, customers are drawn to organizations and people who share similar beliefs. Character is one of the most important traits of a leader and a company, and one that customers gravitate to or stay away from when given the choice.

Leadership 208

Leadership Culture Telecommunications Customers 208

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. And I ought to know.

Contact Center 48

Contact Center 2017 Connections 2020 48