ShepHyken

OCTOBER 23, 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 October 23, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 74

2017 Article Customer Service Retail 74

ShepHyken

JANUARY 23, 2017

(Sharpen) Here’s part II in our series about the future of customer experience. We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

2017 59

2017 Article Social Media Customer Service 59

CSM Magazine

JANUARY 15, 2025

Whether you run your own e-commerce platform or work for a payment processor that operates very similarly to a bank , you have likely implemented or thought about implementing AI into your customer service strategy. But for all the good that AI and chatbots offer in customer support, there are also challenges.

E Commerce 52

E Commerce E-support Multi-Channel 2024 52

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

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

2018 75

2018 Blog Customer Service 2017 75

ShepHyken

OCTOBER 5, 2022

When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. And here is where the story gets better. . Brian asked about the trophy, and Suzanne confidently said, “Salesperson of the year. I’ve never lost.”

Sales 124

Sales Customer Service 2016 2017 124

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

2017 40

2017 Customer Centricity Customers Leadership 40

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

2017 80

2017 Customer Centricity Customers Leadership 80

ShepHyken

SEPTEMBER 28, 2020

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. And as industries continue to get more and more competitive, building a dedication to customer service into your brand DNA is more important than ever.

2020 77

2020 Article Customer Service Culture 77

ShepHyken

DECEMBER 12, 2016

This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. TeleTech) Memorable. Surprising.

2016 106

2016 Article Social Media Customer Service 106

Uniphore

MARCH 28, 2017

The main challenge in customer service strategy today lies in its ability to adapt to these changes and to grow in complexity, especially as it becomes increasingly crucial to the success of a company. Read More.

2017 45

2017 Customer Service Customer Service Strategies Innovation 45

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac.

Article 52

Article Net Promoter Score 2017 Customer Service 52

Team HGS

NOVEMBER 21, 2017

With increasing implementation, AR can go a long way in reducing customer effort involved in issue resolution and leading them towards the Right Answer Fast ™. Augmented Reality (AR) in Customer Service. In 2017, AR technology is assisting customer service in differentiating their tech support strategies.

White Paper 52

White Paper 2017 Customer Service Representative Consumers 52

Kustomer

AUGUST 11, 2022

Customer Loyalty and Retention. When customer service conversations go well, consumers are more likely to continue purchasing a brand’s products or services regularly. It’s important for your organization to prioritize these channels in order to deliver effective customer service.

Customer Service 88

Customer Service Social Media Loyalty Competitive Advantage 88

Provide Support

APRIL 26, 2017

In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. There are many reasons why offering chat support might be a valuable customer service strategy. © 2003 - 2017 Provide Support LLC. Read more.

2003 53

2003 2017 2018 Customer Service Strategies 53

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers.

2018 94

2018 Article Customer Service Social Media 94

Second to None

MARCH 9, 2018

Unless a brand replies to 90 percent of queries, and—crucially—does this within 15 minutes (something we at The Social Element have been advising brands to include in their crisis plans for years), it won’t get the coveted fast responder status from Facebook, and it could, potentially, lose customers to those brands that respond quickly.

Social Media 69

Social Media Customer Service 2018 Brands 69

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Article 76

Article 2018 Customer Service Airlines 76

CSM Magazine

OCTOBER 10, 2019

It is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation’s customer service strategy. Each and every one of our employees has played their part in the process and should be justifiably proud of this recognition.”

Customer Service 40

Customer Service 2017 Customer Service Strategies 2020 40

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Wed, 08/23/2017 - 11:53. Customer Experience. But those that have deployed them are starting to see those digital channels increase every single year. LEAVE A COMMENT. automation.

Webinar 52

Webinar Customer Service Chief Customer Officer Average Handle Time 52

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically. Customer support agents are crucial and AI is a distraction. Will you use bots in 2017 or won’t you, that’s the question.

Hotels 40

Hotels 2017 Books Contact Center 40

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster !

Customer Service 89

Customer Service E Commerce Average Handle Time Contact Center 89

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it.

2016 0

2016 Customer Service Social Media 2015 0

Confirmit

OCTOBER 9, 2017

” Next, Abel Rhyne, VP, Customer Service Strategy & Operations at Erie Insurance took to the stage. After Faith’s more academically-led presentation, it was great to get the balance of a real-life story of a business striving to listen to customers and do the right thing by them.

Insurance 40

Insurance Contact Center Events Presentation 40

Confirmit

OCTOBER 9, 2017

” Next, Abel Rhyne, VP, Customer Service Strategy & Operations at Erie Insurance took to the stage. After Faith’s more academically-led presentation, it was great to get the balance of a real-life story of a business striving to listen to customers and do the right thing by them.

Insurance 40

Insurance Contact Center Events Presentation 40

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems. Click here.

Measurement 98

Measurement Average Handle Time Metrics Customer Satisfaction 98

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret? DiJulius III.

Books 40

Books 2018 Customer Service Call Center 40

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Repairing Your Reputation by Lynda.

Social Media 58

Social Media Marketing Customer Service Training Customer Service 58

Ecrion

SEPTEMBER 23, 2020

The most successful customer service strategies are those that work to anticipate the needs of a customer, instead of simply responding to them. You must anticipate when a customer is the most likely to need assistance, suggestions/recommendations, advice, or anything else. American Express.

Customer Service 105

Customer Service Social Media Poor Customer Service Customer Service Representative 105

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. As virtual and physical worlds collide, customer information is becoming more valuable – and increasingly insecure. Introduction. Add a Link.

2018 43

2018 2017 Customer Service Social Media 43

Kustomer

APRIL 30, 2020

Punk CX is a new way of looking at customer service that Adrian thought of back in 2017. The creators of punk saw prog rock as becoming too measured and overly technical, and Adrian sees a lot of similarities in the customer experience space. Listen to the full episode below. What is Punk CX?

White Paper 53

White Paper Customer Service Books Connections 53

ShepHyken

DECEMBER 4, 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 December 3, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 0

2017 Article Customer Service Government 0

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic. This is huge.

Customer Service 112

Customer Service Competitive Advantage B2C Culture 112