ShepHyken

MAY 1, 2017

My Comment: If you’ve been following me at all you know I’m a huge fan of social media customer care. 3 Tips for Successful Social Customer Service by Krysta Gahagen. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. Follow on Twitter: @Hyken.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business. My Comment: Social customer care has become mainstream in the customer service world. Follow on Twitter: @Hyken.

2017 75

2017 Article Customer Service Social Media 75

ShepHyken

APRIL 17, 2017

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them by Joseph Michelli. Joseph Michelli) Here are some broad approaches to activating promoter behavior in your loyal customer base. Here are my top five picks from last week. Follow on Twitter: @Hyken.

2017 79

2017 Article Social Media Customer Service 79

ShepHyken

JANUARY 2, 2017

(Salesforce) Every year, companies must put customers first, and this year was no exception. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. My Comment: Social media customer care is something that too many companies ignore – or don’t pay close enough attention to.

2017 76

2017 Article Customer Service 2016 76

ShepHyken

JULY 17, 2017

How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more. Follow on Twitter: @Hyken.

2017 30

2017 Article Customer Service Net Promoter Score 30

ShepHyken

SEPTEMBER 4, 2017

One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention. 10 Insights from Customer Care Experts & Influencers by CGS. Why Visual Support is the Future of Customer Service by Robert C.

2017 64

2017 Article Customer Service Net Promoter Score 64

ShepHyken

DECEMBER 18, 2017

The author has an interesting twist and discusses the move from a customer journey map to a customer experience map. The focus is on both the acquisition of a new customer as well as the retention of that customer. The Customer Experience Effect: A Look at We Learned in 2017 and What’s Ahead by Liliana Petrova.

2017 79

2017 Article Customer Service Customer Journey Mapping 79

ShepHyken

NOVEMBER 20, 2017

Why Memory Is Your Most Powerful Tool For Building Customer Relationships by Yannis Kotziagkiaouridis. Forbes) Leading brands like Amazon and Apple have set a new standard for attentive and thoughtful customer care, and companies striving for success today must meet or even exceed it. . Memory” can be a big part of that.

2017 38

2017 Article Customer Service Competitive Advantage 38

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care. Digital Transformation. Artificial Intelligence.

Customer Care 74

Customer Care 2018 Contact Center 2013 74

Storyminers

JANUARY 24, 2017

This article appeared first January 10, 2017 at SharpenCX.com. Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. How do you expect customer expectations to change in 2017? 2017 won’t be a year of “one thing changes one time.”

Contact Center 53

Contact Center 2017 Brands Hospitality 53

ShepHyken

JUNE 12, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of June 12, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 78

2017 Article Customer Service Metrics 78

ShepHyken

AUGUST 14, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of August 14, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Retail 81

Beyond Philosophy

MARCH 20, 2017

Customer-centric organizations are 60% more profitable than non-customer focused organizations (Deloitte and Touche). Forrester Research declares 2017 the year that businesses become customer-obsessed. Providing ‘value’ to the Customer. I have just read a great new book called Value-ology Palgrave McMillan, 2017.

2017 137

2017 Customer Centricity Sales Books 137

Customer Bliss

DECEMBER 20, 2016

Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role. At Lifesize, she was initially VP of Customer Care. That scope ultimately didn’t make sense, which is how she became the Chief Customer Success and Happiness Officer.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. The average person spends two hours on social media every day. – CTV news (2017).

Customer Care 45

Customer Care Social Media 2017 Engagement 45

ShepHyken

AUGUST 21, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of August 21, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 19

2017 Article Customer Service Fashion 19

TechSee

APRIL 3, 2018

Churn refers to the percentage of customer attrition over a specific period of time. The churn rate is calculated by dividing the number of customers lost by the total number of customers. For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

ShepHyken

NOVEMBER 21, 2016

(Buffer) Imagine being able to predict the next big thing on social media, knowing what social media will look like in 2017 and beyond and how will brands use social platforms to connect with their audience. I’m surprised at how many companies have not yet embraced social media for marketing and customer care.

2016 118

2016 Article Social Media Net Promoter Score 118

ShepHyken

AUGUST 17, 2021

When you consider the different scenarios that individuals are put in, dealing with different contacts every day, they have a lot of people they have to interact with, whether that’s the customer directly or the supervisor at the company they’re supporting. in 2017 after 10 years with the company in senior leadership roles.

Customer Service Representative 105

Customer Service Representative Call Center 2017 Leadership 105

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. So if you’re a retailer, you might want to spend some time going over this ultimate checklist for your e-commerce customers.

E Commerce 87

E Commerce E-support Social Media 2017 87

TechSee

APRIL 10, 2019

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. 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.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Experience Investigators by 360Connext

JANUARY 23, 2024

A joint study by McKinsey and NielsenIQ found that customers care about sustainability – and they’re willing to pay more for sustainable goods. Be a Mind Reader (Sort of) Proactive is the New Cool : Customer experience management is still relegated to reactive customer service in too many organizations, in my opinion.

Customer Experience 143

Customer Experience 2024 Omnichannel Customer Journey Mapping 143

ShepHyken

AUGUST 7, 2017

4 Simple Yet Innovative Tips To Boost Customer Care (without sacrificing your tech budget!). LinkedIn) Here are 4 simple yet innovative tips that help change the way customer care operations are run and improve the customer experience for the better. The author reached out to 14 experts to get their opinions.

Article 59

Article Customer Service 2017 Social Media 59

Stella Connect

JUNE 5, 2017

Conversocial makes social customer care look effortless. Leading global brands from Audi to Alaska Airlines rely on Conversocial to assign the right agent at the right time, resolve customer issues in real time, simplify case management, and strengthen customer relationships. See You at CCW 2017! Conversocial.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

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.

Contact Center 48

Contact Center 2017 Connections 2020 48

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

2017 45

2017 Customer Service Workshop Customer Care 45

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever.

2017 40

2017 Customer Centricity Events Culture 40

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. We’ve updated it for 2017. Steve Haeckel (the guy who taught me systems thinking applied to enterprise design) introduced me to Lou Carbone (the guy who helped me fall in love with customer experience).

Customer Experience 68

Customer Experience 2017 2016 Wireless 68

ShepHyken

SEPTEMBER 21, 2018

.’ – (Source: American Express Customer Service Barometer 2017). For every customer who complains, there are 26 customers who don’t say anything.’ – (Source: Lee Resources International). 82% of customers have left a company because of a bad customer service experience.’ – (Source: Rightnow).

Blog 106

Blog Customer Experience 2017 Social Media 106

Provide Support

SEPTEMBER 6, 2017

In fact, according to Aberdeen, companies that have a well-crafted social customer service approach experience 92% customer retention.(.). © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Read more. Permalink | 2 comments.

Social Media 70

Social Media 2003 Customer Service 2017 70

ShepHyken

MARCH 14, 2017

According to the report, 85% of business executives believe that customer experience is a key competitive differentiator. Further, empowered customers expect their customer service to be personalized. How does AI fit into the customer experience? How can customer service differentiate you from your competition?

Social Media 83

Social Media 2017 Customer Expectations Call Center 83

Provide Support

JANUARY 2, 2018

Whether you are a start-up company, regional SME or global corporation, chances are how you and your staff provide great service to your own customers is a process that has been carefully honed and refined. © 2003 - 2017 Provide Support LLC. Read more. Published in Provide Support Blog , 2018. Permalink | No comment.

2003 53

2003 Social Media 2017 Customer Care 53

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016.

2016 40

2016 Customer Care Consumers Multi-Channel 40

TechSee

APRIL 17, 2018

With all the AI hype in 2017, the customer service industry expected smart machines to truly transform the customer experience. The path to the future of efficient AI in customer service is collaborative – today, humans and AI-based customer service chatbots can collaborate to maximize interactions with customers.

Customer Service 95

Customer Service Call Center 2017 Interaction 95

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr.

2017 40

2017 Customer Service Workshop Customer Care 40

C3Centricity

DECEMBER 3, 2018

Big data has actually done customer understanding a disfavour since organisations are hardly increasing their spend on market research according to ESOMAR’s latest industry figures. in 2017, down from a 2.2% Even worse, the customer care centre was seen as mere complaint handlers. The industry grew a measly 1.0%

2016 87

2016 Poor Customer Service Social Media 2020 87