Beyond Philosophy

DECEMBER 25, 2017

So, celebrate your successes for 2017 but prepare for new challenges in 2018. As the hustle and bustle of 2017 come to a close, here is a list of our top ten Customer Experience concepts to get your new year off to an emotionally engaging start. Understanding the Anatomy of an Interaction could be the key.

2017 119

2017 Net Promoter Score NPS 2018 119

GetFeedback

NOVEMBER 20, 2018

We know how hard it can be to monitor daily customer interactions as well as their underlying business impact when you serve customers across so many channels. Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. .

Customer Satisfaction 257

Customer Satisfaction Net Promoter Score Social Media Customers 257

ReviewTrackers

APRIL 10, 2017

Key Takeaways from ReviewTrackers Local Search and Online Reviews Survey 2017. This holds especially true today, when consumers are eager to validate their purchase decisions — and attempt to do so by using social media and real-time feedback from other consumers as their key resources. percent) and social media posts (10.8

2017 101

2017 Social Media Automotive Consumers 101

Second to None

MARCH 9, 2018

Customer expectations within the social media space are changing as the technology platforms become more integrated in society. To learn more about why your customer service staff should engage with customers via social media, check out the following piece written by Ashley Cooksley, for AdWeek.

Social Media 69

Social Media Customer Service 2018 Brands 69

Alida

JANUARY 13, 2017

If you’re a marketing leader with CX responsibility, it’s likely you need to focus your efforts to meet business expectations in 2017—and you need to do so fast. Here’s what six of them told us about how to improve CX in 2017. Such an easy thing to correct, and, as a consumer, such a frustrating way to start off my interaction. .

Marketing 91

Marketing Customer Experience 2017 Multi-Channel 91

Kayako

JANUARY 5, 2017

These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call. businesses still can’t be contacted by social media, only 12.9%

2017 38

2017 Multi-Channel Loyalty Customer Service 38

ShepHyken

FEBRUARY 6, 2017

Jay Baer’s Top 3 Tips for Acing Customer Service in the Age of Social Media by Matt Hunkler. My Comment: My friend and colleague Jay Baer, author of Hug Your Haters, is an expert on social media and customer service. Can a machine learn enough about a customer – and communicate with a customer – better than a human?

2017 85

2017 Article Customer Service Social Media 85

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. It works by leveraging self-learning artificial intelligence technologies to model customer language and dialogue interactions. Don’t believe me?

2017 76

2017 Social Media Technology Events 76

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. It’s short and sweet and makes the case for why every type of business needs to be on Twitter (and any other social channel for that matter). 3 Tips for Successful Social Customer Service by Krysta Gahagen.

2017 84

2017 Article Customer Service Social Media 84

ShepHyken

AUGUST 7, 2017

It’s all about service, the story, the way people feel when they interact with you and more. How Brands Can Use Social Listening to Improve the Customer Experience by Smadar Landau. An effective Social Listening strategy can provide a significant business advantage to an ecommerce or brick-and-mortar business, and build a great brand.

2017 17

2017 Article Customer Service Social Media 17

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. Digital Customers Less Loyal by Tanya Gazdik. Follow on Twitter: @Hyken.

2017 81

2017 Article Customer Service Airlines 81

ShepHyken

MAY 22, 2017

My Comment: While this article focuses on seven customer service tips for the phone, they are also appropriate for other interactions with your customers, including face-to-face. None of these allow for human-to-human interaction. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier.

2017 82

2017 Article Customer Service Airlines 82

ShepHyken

DECEMBER 12, 2016

Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. We bet you’ll notice how much smoother your customer service interactions go when you apply these words! TeleTech) Memorable.

2016 106

2016 Article Social Media Customer Service 106

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. It’s all about your people. And it’s also about…your people. Connecting the dots of customer experience.

Airlines 152

Airlines 2017 Metrics Social Media 152

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. Customers love visual interactions: mobile video viewing has increased by nearly 10 million minutes per day over the past two years.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. Which is why most businesses today use multi-channel customer service to interact with their customers across different channels.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Comm100

NOVEMBER 3, 2017

Social media is chaotic, but your social media team shouldn’t be! In order for your social media strategy to work, it’s important that your team be onboard with what you are trying to achieve, and have the knowledge and resources to help you achieve it. The Basics of Social Media Training.

Social Media 58

Social Media Marketing Customer Service Training Customer Service 58

Comm100

JULY 20, 2020

Mobile Marketer research found out that nearly 40% of millennials interact with chatbots regularly. While many brands have implemented chatbots through live chat, it’s now becoming increasingly popular and easy to do so on social media too. First Things First, Why is it Important to Optimize Your Social Media Presence?

Social Media 56

Social Media Blog ROI Brands 56

Provide Support

MARCH 8, 2017

Customer service has shifted more and more online over the past couple of decades, and increasingly that means customers are reaching out via social media when they have an issue that they’d like you to resolve. It just takes a bit of insight and a little social media flair – all skills you can pick up online.(.).

Social Media 61

Social Media 2003 2017 Blog 61

Lumoa

FEBRUARY 9, 2023

According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. B2B Customer Experience B2B Customer Experience is, simply put, the experience and interactions with your company of a B2B customer. Customer Experience Customer Experience refers to how customers perceive their interactions with your company.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

ShepHyken

JANUARY 23, 2017

BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. SparkCentral) Social media isn’t just for marketing anymore. Follow on Twitter: @Hyken.

2017 59

2017 Article Social Media Customer Service 59

NICE inContact

AUGUST 27, 2018

Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. The social channel as a whole is much more diverse than any other channel. In July 2018, Facebook had 2.2

Social Media 48

Social Media Contact Center 2018 2017 48

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Many companies hire, onboard, develop and manage service reps the same way they did 30 years ago. Customer satisfaction has been in a freefall for four years running.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

ReviewTrackers

FEBRUARY 10, 2021

Consumers look at feedback from online reviews and social media to use in their decision making when selecting a business. . And that’s by interacting with your brand in some way. Remember Uber in 2017? Fortune reported in July 2017 that Uber’s share of the ride-sharing market declined to 75 percent from 90 percent.

Management 123

Management 2017 Social Media 2015 123

QuestionPro Audience

MARCH 28, 2018

Here are 4 examples of times Wendy’s has stepped up their social media presence to engage and attract customers. INTERACTIVE. Carter Wilkerson, a Nevada teen, became a Twitter sensation in 2017 when he went asked Wendy’s a simple question. They’ve even released a mixtape, “We Beefin”. CONSISTENT.

Social Media 60

Social Media Consumers 2017 2018 60

ShepHyken

JULY 24, 2017

The point is, don’t be misled to think customer service solutions driven by technology or social media doesn’t apply to an older generation. How would you approach this interaction? The post 5 Top Customer Service Articles for the Week of July 24, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2017 28

2017 Article Customer Service Loyalty Programs 28

Joe Rawlinson

AUGUST 9, 2017

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 Use social media channels to keep in touch with your customers and stay engaged. IBM’s findings also recommend making more use of technology to add value to customers’ interactions with your e-commerce business.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

ProProfs Chat

FEBRUARY 1, 2019

Social media has quickly grown up to become the best tool to gain a clearer picture of what consumers want. Once you see the benefits of social media and create a plan of action, customer surveys become more effective and insightful. Use social media to engage with your customers to the fullest.

Social Media 56

Social Media Consumers 2017 Advertising 56

Calabrio

JANUARY 19, 2017

From creating improved customer experiences to a renewed focus on employees, we see 2017 as the year that brands look for ways to foster both employee and customer engagement. While customer engagement keeps its place as a top priority, in 2017, companies will broaden their focus to include employee engagement, particularly for Millennials.

2017 59

2017 Customer Satisfaction Brands Contact Center 59

Customer Bliss

JANUARY 20, 2022

The reason First Direct went in this direction is that is what their best customers told them, “Kibosh the interactive voice response and get me to a real person.” First Direct’s is equally as swift, personal and helpful in mobile, social and Internet interactions. You call, and a human being answers that is ready to help.

Banking 148

Banking 2017 Books Hospitality 148

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. Setting up this process for your social media customer support is not trivial, obviously.

Blog 77

Blog Social Media 2017 Healthcare 77

Comm100

DECEMBER 22, 2016

But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? We’ll be looking at the following trends in customer service for 2017: Omni-channel will gain more traction as a customer support strategy and replace its predecessor, multi-channel. Dan Wheeler, Vice President of U.S.

2017 43

2017 Multi-Channel Customer Service 2016 43

Bold360

NOVEMBER 15, 2017

Consumers in 2017 have heightened standards for customer service and support. During a time where every advertisement we see on social media and every recommended product on Amazon is tailored to our individual interests, customer support interactions must follow suit.

Interaction 56

Interaction Social Media 2017 Advertising 56

TechSee

DECEMBER 5, 2017

Contact Centers appreciate: “We got our customer support sorted the day we started using Casengo to manage emails and social media posts.” Lithium is a privately held company headquartered in San Francisco, and was named a Leader in The Forrester Wave: Social Media Management Solutions, Q2 2017.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. However, despite these high expectations, smart home adoption has been slower than anticipated.

Marketing 111

Marketing Wireless 2017 2016 111

ShepHyken

AUGUST 14, 2020

It’s not just about interaction with sales or customer service. Consumer experience involves all the interactions, everything including TV ads to the monthly statement. In 2017, insurance firm John Hancock offered Apple Watch to its life insurance policyholders at a discounted rate. Follow customers on social media.

Customer Experience 100

Customer Experience Social Media Insurance Entertainment 100

ShepHyken

NOVEMBER 14, 2016

Be sure to read through the entire article as there are some good suggestions to focus on in 2017. 8 Realistic Customer Service Trends for 2017 by Sven Ri. My Comment: It’s hard to believe that we are just six weeks away from 2017. Where customers go, service follows. So, what to do? That’s what the best companies do.

2016 128

2016 Article Customer Service 2017 128