CSM Magazine

SEPTEMBER 24, 2019

Insurers still seem to be struggling to match customer expectations, although overall performance had risen by 10% from 2017. Only 20% successfully answered a basic question sent via email, despite 49% of consumers identifying it as their primary or secondary channel for finding information.

Insurance 45

Insurance Customer Service Multi-Channel Fashion 45

Eptica

JANUARY 24, 2018

Author: Olivier Njamfa Organizations understand the importance of the experience they provide to winning and retaining customers, building brand reputation and their overall financial success. And, while well-publicized cases may make the news, it is normally smaller, more individual problems that cause customers to stop buying from a brand.

Multi-Channel 49

Multi-Channel 2018 2017 Airlines 49

Bold360

OCTOBER 20, 2016

Live chat is proven to be effective in responding to questions and helping customers troubleshoot problems. In fact, many customers expect nothing less when using an ecommerce site, and the 18-34 demographic even prefer it to a phone call. Imagine you purchase airline tickets for you and your spouse online.

E Commerce 85

E Commerce E-support Multi-Channel Poor Customer Service 85

NICE inContact

MAY 10, 2019

NICE inContact research confirms this trend: Agent-assisted digital channels are gaining ground, with the largest growth in the agent-assisted web chat. SMS and mobile apps also have made gains, though less than chat channels (find more details here ). WebHelp with its CXone platform had just the solutions Swedish Rail needed.

Customer Experience 10

Customer Experience Social Media Omnichannel Airlines 10

Currency Alliance

NOVEMBER 17, 2020

The sixth trend – to be present and compete in marketplaces – will become a new, but pressing objective for brands that have been operating in silos – since it is now patently clear that customers are interacting with brands beyond the brands’ own channels. travel or luxury goods).

2021 52

2021 Loyalty Loyalty Programs Travel 52

LiveChat

OCTOBER 6, 2017

A good customer service experience sets a brand apart from the competition. Look at United Airlines. Many won’t fly United after their poor customer service made headlines recently. Single Channel vs. Multi-Channel. Customer service is often available in one of two ways. They’re ‘clean’.

Customer Service 37

Customer Service Multi-Channel E Commerce E-support 37

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Stay tuned to find out more.

Customer Service 84

Customer Service Customers 2010 Net Promoter Score 84

LiveChat

OCTOBER 19, 2018

They now face the daily challenge of managing social media customer service and meeting ever-growing customer expectations. And social media offers the perfect playground for customer service. Statistically , the most social media customer service happens on Twitter. The same is with customer service.

Social Media 35

Social Media Customer Service Multi-Channel Airlines 35

Currency Alliance

MAY 19, 2021

Now, however, the goalposts – with regard to what constitutes a ‘good’ customer experience and good value – have shifted so far, that the cost and complexity of updating these aging systems is now a real hindrance to performing well. If you don’t recognize your customer across every channel and touchpoint, they will feel you don’t care.

Loyalty 52

Loyalty Touchpoint Loyalty Programs Social Media 52

Kustomer

MARCH 12, 2020

Most companies are stuck in the trap of trying to wow their customers, so Matt Dixon has created four pillars on how to ensure frictionless service. First is channel stickiness. They want to be in control and you want them to keep using your digital channels. This was a multi-year, probably 10 year plus research effort.

2010 52

2010 Customers Multi-Channel Net Promoter Score 52

Currency Alliance

OCTOBER 27, 2017

As technologies mature and customer behavior changes, markets must evolve to remain relevant. Customers expect flexibility and convenience from the companies they do business with because people live in a world where almost everything is accessible with a few clicks on their smartphone. Market Growth comes from Liquidity.

Loyalty 45

Loyalty Customer Engagement Engagement Loyalty Programs 45