Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Still, what’s disheartening is this: across this sample size, customer experience actually fell from 2016 to 2017. What does it mean? Conversely, things are great.

Customer Experience 236

Customer Experience 2008 2017 2016 236

ShepHyken

MAY 22, 2017

It’s really all about communication skills. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. The post 5 Top Customer Service Articles For the Week of May 22, 2017 appeared first on Shep Hyken. Tip number two suggests closing your eyes to visualize the caller. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Airlines 83

Customer Bliss

DECEMBER 15, 2016

What are you going to do strategically to drive customer experience, earn the right to the work, and create a customer-driven growth engine in 2017? Communication. Communication: Let’s be completely honest here. If you can’t communicate with co-workers and up/down a hierarchy, how is work going to get done?

Management 152

Management 2017 Books Leadership 152

GetFeedback

JULY 24, 2018

Marketing and sales tend to shape the pre-sale experience, communicating value and setting customer expectations for later. Editor’s Note: This post was originally published in September 2017. Where does customer experience begin and end? Every department influences customer sentiment, whether they realize it or not.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Linda Rutherford, Southwest’s chief communications officer, shares three tips on how Southwest handles crisis management. The post 5 Top Customer Service Articles For the Week of January 30, 2017 appeared first on Shep Hyken.

2017 82

2017 Article Customer Service Airlines 82

Customer Bliss

NOVEMBER 23, 2016

As you know, what comprises a customer experience transformation needs to be clarified and agreed to, so you can use this as both an audit and communication tool. The Reality Check Audit And 2017 Goals. Come back to the office ready to close out the year strong and build even better customer experience in 2017.

Chief Customer Officer 147

Chief Customer Officer 2017 Workshop Books 147

ShepHyken

FEBRUARY 6, 2017

Can a machine learn enough about a customer – and communicate with a customer – better than a human? The post 5 Top Customer Service Articles For the Week of February 6, 2017 appeared first on Shep Hyken. My Comment: Artificial Intelligence (AI) is a hot topic in the customer service world. Follow on Twitter: @Hyken.

2017 85

2017 Article Customer Service Social Media 85

Customer Bliss

DECEMBER 29, 2016

We’ll be back with new episodes in early 2017. Pick a few to listen to before you go back to work in 2017. Internal communication is crucial: This was in Episode 10 from Nick Frunzi, who is one of my only interviewees who works for a privately-held company. So far, we’ve published 32 episodes.

2016 0

2016 Chief Customer Officer Customer Experience Social Media 0

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. Customer service AND CX leaders need to create channels for that type of communication. CX Investigators (@360Connext) October 4, 2017. RT @360Connext : Jason Dabrowski @jeanniecw and @Dragonburger75 loooove customers! cxday #custexp pic.twitter.com/cxdCaGEpzn. Embrace the tension.

Customer Service 181

Customer Service 2017 Social Media Innovation 181

ShepHyken

SEPTEMBER 11, 2017

12 Ways To Keep Customer Interaction Alive In The Face Of Self-Service Technology Integration by Forbes Communications Council. The post 5 Top Customer Service Articles for the Week of September 11, 2017 appeared first on Shep Hyken. A perfect way to open a discussion about some very important customer service topics.

2017 84

2017 Article Customer Service Customer Service Training 84

ShepHyken

AUGUST 7, 2017

They are great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. The post 5 Top Customer Service Articles for the Week of August 7, 2017 appeared first on Shep Hyken. My Comment: Chatbots are a hot topic. The author reached out to 14 experts to get their opinions.

2017 17

2017 Article Customer Service Social Media 17

Avaya

SEPTEMBER 15, 2016

The idea of collaboration is much more than a term used to describe the latest communication strategy. Beginning in 2017, Avaya and IAUG will come together to host their first truly joint event. The post Avaya and IAUG: Better Together at 2017’s Avaya ENGAGE Event appeared first on Avaya Connected Blog.

2017 0

2017 Events Engagement Competitive Advantage 0

Bold360

FEBRUARY 16, 2017

Bots can also mirror the text interactions which people are used to having on Facebook Messenger or WhatsApp, so they are a trusted form of communication which feels both safe and natural. The post It’s 2017- do you know where your customers are? Your customers won’t need to download any software or sign up for anything.

2017 80

2017 White Paper Events Customers 80

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. Left: Staged photo to communicate vision. Managers have better communication with staff.

Airlines 152

Airlines 2017 Metrics Social Media 152

ShepHyken

AUGUST 14, 2017

The reality is you would never want to say any of these things to a customer in any form of communication. The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken. My Comment: Here is a great list of ten things to never say (or type) to a customer on “live chat.” to your customers.

2017 83

2017 Article Customer Service Retail 83

InMoment XI

OCTOBER 10, 2024

However, industries such as communications and media allocated 23.9% Social media advertising spending per internet user worldwide from 2017 to 2027. ( [link] ). Your social media management budget will vary depending on the industry you are in. For example, the average business will spend 14.9% Accessed 9/24/2024. Accessed 9/24/2024.

Social Media 195

Social Media Management 2024 Multi-Channel 195

Customer Bliss

APRIL 12, 2019

With a background working in PR & communications, local government, and the non-profit sector, Monica gained plenty of skills and experience that would help her succeed in her current role at TECO. Be prepared to go live : In January 2017, TECO deployed its first online portal, allowing customers to conduct transactional services.

Customer Experience 162

Customer Experience Chief Customer Officer 2017 Leadership 162

Alida

JULY 11, 2017

Forrester’s 2017 Global Customer Experience Trends report found the vast majority of firms in digital and traditional retail, banking and insurance around the world only earned the research firm’s Customer Experience Index (CX Index) score in the “OK” range. Customer experience is middling at best, and that’s troubling for brands.

Customer Experience 183

Customer Experience 2015 Omnichannel Retail 183

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. Four TV/Internet service providers earned the lowest scores: Comcast, Cox Communications, Spectrum, and Time Warner Cable. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries.

2017 75

2017 Insurance Banking Online Experience 75

Alida

SEPTEMBER 22, 2016

To launch an insight community successfully requires strategic planning, such as gathering stakeholder buy-in and consulting brand guidelines. The first activities in your community are just as critical because they set the tone for future communications. See you at the 2017 Customer Intelligence Summit! .

2016 267

2016 Innovation Marketing Insights 267

Beyond Philosophy

MARCH 20, 2017

Forrester Research declares 2017 the year that businesses become customer-obsessed. I have just read a great new book called Value-ology Palgrave McMillan, 2017. The danger of not being able to craft or communicate your value proposition, of course, is lost sales. So what is the secret? Providing ‘value’ to the Customer.

2017 137

2017 Customer Centricity Sales Books 137

Alida

OCTOBER 20, 2017

It’s an essential shift for successful digital transformation, but it’s happening rather slowly according to the Kaufman, Hall & Associates report 2017 State of Consumerism in Health Care: Slow Progress in Fast Times. The remedy for health care organizations: View patients as though they are customers. Patients put themselves first.

Wireless 170

Wireless Return on Investment Airlines Hotels 170

Customer Bliss

DECEMBER 29, 2017

As 2017 comes to an end, I’m thanking all of you who have taken the time to listen to my podcast. Many of us are spending these last few days of the year relaxing, so during this time, I’m replaying 3 of my most popular podcast episodes of 2017. CCOs Must Define and Clarify Customer Experience.

Chief Customer Officer 111

Chief Customer Officer 2017 ROI Leadership 111

Customer Bliss

AUGUST 15, 2017

They scaled it out; in summer 2017 it’s in 3,000+ hotels. “You Can’t Communicate Enough” Crucial point Annette makes a few times during this episode. This has been a major communication touchpoint, as has some of the standard plays like the Intranet, email blasts, etc. It did NOT cost a lot of money.

Travel 204

Travel Hotels 2010 Customer Journey 204

BlueOcean

JANUARY 21, 2020

The company received a Bronze Stevie in 2017 and a Silver Stevie in 2019 in the “Customer Service Team of the Year – Recovery Situation” category. They should also be proud of how well they effectively communicated those achievements to the judges. This is Blue Ocean’s third time being recognized by the Stevie Awards.

2020 156

2020 Customer Service Insurance 2017 156

Beyond Philosophy

OCTOBER 12, 2017

Per the Trendsource 2017 Retail Industry Report , it seems that millennial shoppers prefer physical stores for fashion, home improvement, and electronics. If you can communicate how you advocate for change and make the world a better place at your store (e.g., No Googling, either. If you guessed online, you are wrong.

Fashion 130

Fashion Retail Multi-Channel 2017 130

CX Accelerator

FEBRUARY 12, 2018

In 2017, VoC maturity is still an issue. A version of this post originally appeared on M4 Communications blog. Sue writes for CustomerThink and you can also see her insights on her company's blog, M4 Communications. According to the report, only 14% are successful with their VoC. Twitter - @SueDuris

Customer Success 140

Customer Success 2017 Feedback Call Recording 140

Alida

NOVEMBER 29, 2017

At the 2017 Customer Intelligence Summit , Rick Parrish, a Forrester principal analyst servicing customer experience professionals, shared results of a recent study that shows an alarming lack of leadership in CX across all industries. Twenty-five percent of consumers rated their experience as “poor” or “very poor” in 2017.

2017 127

2017 Leadership Customer Experience Professionals Metrics 127

Provide Support

SEPTEMBER 18, 2017

It helps to build a lasting relationship with the customer, inspire future communication and create fans and advocates of your brand. Professional line of communication is not that obvious to expect your service agents to get at it intuitively. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017.

2003 111

2003 Customer Service 2017 Customer Service Training 111

TechSee

MAY 1, 2018

For utilities, that means using data-driven insights to automatically deliver timely and relevant communications that wow consumers and optimize business operations. According to Priori data, the global smart thermostats market grew 56% between Q2 2016 and Q2 2017 to $218.5M.

2016 132

2016 2017 Call Center ROI 132

Beyond Philosophy

JUNE 22, 2017

Also, the steps of it repeat in an endless cycle until the communication ends. To learn more about the Anatomy of a Customer Interaction and the concepts behind it, please register for our FREE, informative 30-minute webinar on June 27th, 2017 at 11 am Eastern Time (USA). That sounds like a contradiction, but it isn’t.

Books 161

Books 2016 2017 Interaction 161

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

TechSee

APRIL 10, 2019

Drive Revenue with Great Customer Experience 2017 indicates that after the auto industry and upscale hotels, telecoms has the third highest potential for increasing revenue by improving CX. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs.

Customer Experience 154

Customer Experience Customer Centricity Omnichannel Social Media 154

Beyond Philosophy

DECEMBER 5, 2017

Your customer-facing employees must be able to recognize these moments and the verbal and nonverbal cues that communicate how customers are feeling. These ‘tools’ include soft skills, like empathetic listening, better communication, and specific actions and phrases to apply to the situations. 13 November 2017.

Call Center 111

Call Center 2017 Contact Center Consulting 111

Customer Bliss

DECEMBER 20, 2016

Amy Downs is the Chief Customer Success & Happiness Officer at Lifesize, a company enabling communication and collaboration among many mediums (their slogan is “connecting people to make their workplace great” ), was quite interesting. Episode Overview. Her path to this role started as a software engineer.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Customer Bliss

JUNE 20, 2017

One of the first quick wins was internal communications; employees weren’t in the loop. And for example: the clinic they built out with the above ideas was profitable 3 months before expected, and their Q1 2017 net promoter score was 3 points higher than average. They solved that simply with a weekly internal newsletter.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Beyond Philosophy

MAY 3, 2018

The Communications Workers of America, the union for telecom workers, predicts a loss of 20,000 U.S. Former Federal Communications Commissions’ chairman Tom Wheeler credits the four-carrier model in the U.S. 16 January 2017. What CEOs want to Hear in 2017.” 1 November 2017. Sources: Mortiz, Bob. “4 www.forbes.com.

Wireless 113

Wireless 2018 2017 2002 113