GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. Increasing competition and high standards for customer experience mean that improving customer service at your company is one of the most vital things you can do.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

ShepHyken

SEPTEMBER 16, 2020

I recently wrote an article in Forbes about how to get customers to pay more. The focus, of course, was on customer service and experience. Research has irrefutably proven that customers will pay more for a better experience. It’s the same for certain aspects of customer service. Not that much!

Customer Service 169

Customer Service Customer Service Training Customer Service Representative Reference 169

InMoment XI

AUGUST 8, 2023

By implementing these techniques, you’ll not only provide outstanding customer experiences but also emphasize that their feedback is not just heard, but genuinely valued. #1. How many times have you called a customer service representative and thought, “I am your customer—you should already know all these details about me.”

Net Promoter Score 435

Net Promoter Score Customer Service Representative Feedback Touchpoint 435

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful.

Customer Service 170

Customer Service Customer Service Representative Exceptional Customer Service Customers 170

eglobalis

OCTOBER 21, 2024

However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency. Mature companies often face the dilemma of scaling customer service while ensuring that every response is thoughtful and effective.

Social Media 458

Social Media Feedback Engagement B2B 458

Omnicus

AUGUST 17, 2022

While it might not be as glamorous as building a new feature or launching a product, customer support is still an important part of every business. And no one is better suited to providing that service than a Customer Service Representative (CSR). But what exactly does the role entail?

Customer Service Representative 72

Customer Service Representative Customer Service Article Customers 72

GetFeedback

DECEMBER 21, 2018

One in three customers will pay more to receive a higher level of service. 66% of adults feel that valuing their time is the most important thing a company can do to provide them with good online customer experience. online adults shop more with retailers that offer consistent customer service both online and offline.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 118

Customer Service Net Promoter Score Customer Service Representative NPS 118

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 137

Customer Service Customer Retention Customer Service Strategies B2C 137

Joe Rawlinson

JULY 10, 2019

More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen. Let’s check out a few important customer experience statistics as they foreshadow the future of customer service. Huffpost ). Image Source. Microsoft ). Accenture ).

Customer Service 130

Customer Service Social Media Customer Journey Mapping Poor Customer Service 130

Experience Investigators by 360Connext

DECEMBER 14, 2021

It also means considering how to inform customers about new rules or options. This is especially important to consider for your frontline workers like cashiers, customer service representatives, and customer success managers.

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

ShepHyken

SEPTEMBER 30, 2020

And of course, one of my favorite “holidays” is National Customer Service Week , which happens the first full week of October each year. Traditionally, Customer Service Week has been the time to highlight and celebrate the great work employees do to take care of their customers. This year it’s October 5-9.

Customer Service 128

Customer Service Poor Customer Service Customer Service Representative Customers 128

Bill Quiseng

MAY 29, 2024

Concurrently, business leaders and CX influencers dub customer service representatives as the frontline. They may logically say that customer service is the frontline because they are front and center with customers. As customers, NOW is the time for our customer CARE Revolution! But frontline?

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

eglobalis

AUGUST 28, 2024

It is the gap between a stimulus—say, a marketing message or a customer service interaction—and the individual’s unconscious response. When businesses are transparent, honest, and respectful of customer choices, they build trust. This trust, in turn, fosters loyalty.

Customer Experience 283

Customer Experience Events Customer Service Representative Culture 283

InMoment XI

MAY 25, 2023

Great customer experience doesn’t just happen as soon as you send out a survey; it needs to be planned and designed purposefully. What Is Customer Experience Design? To start, what is customer experience? Understanding the differences between these concepts is crucial to creating a great customer experience.

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

Experience Investigators by 360Connext

FEBRUARY 1, 2022

It’s fairly common that as employees rise up in the organization, they get farther and farther away from the customer. They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. CS: Defining the Difference As a reminder: Customer Experience (CX) : The total sum of every interaction a customer has with your company, spanning digital platforms, product usage, service touchpoints, and more.

Customer Service 118

Customer Service Touchpoint E Commerce E-support 118

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. ’ CX is much more than these, though.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Kayako

AUGUST 12, 2022

Customers still want personalized service even if they aren’t coming into the store. What consumers really want is personalization in the customer service experience. In fact, 79% say personalized service is more important than personalized marketing. Are you ready to deliver Friction-Free Customer Service?

Customer Service 117

Customer Service E Commerce Effort Score E-support 117

GetFeedback

MAY 7, 2019

Things are no different when it comes to client expectations regarding customer service. According to a study by Harvard Business Review , 65 percent of customers want their issues resolved in the first contact, while 50 percent of them will not give more than a week’s time to get an issue resolved and move on to a competitor.

Customer Experience 252

Customer Experience Document Customer Service Representative Customers 252

ShepHyken

DECEMBER 31, 2024

A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Quotes: “An upset consumer (leaving a negative review) wants other customers not to suffer the same fate.

Feedback 89

Feedback Customer Service Customer Service Representative Customers 89

eglobalis

OCTOBER 1, 2024

This team should be responsible for ensuring alignment on company goals, customer experience, and operational priorities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

2020 391

2020 Customer Journey Mapping Culture Innovation 391

InMoment XI

JUNE 27, 2023

A VoC survey involves gathering both quantitative and qualitative feedback from customers about their various touchpoints with a company. Touchpoints could be anything from an interaction with your website, chatting with your customer service representatives, or actually using your products and services.

Customer Satisfaction 293

Customer Satisfaction Touchpoint Feedback Customers 293

InMoment XI

NOVEMBER 7, 2024

Did you know that 92% of customer relationship management (CRM) leaders say AI and automation have improved customer service response times? What is Customer Experience Automation? Organizations that invest in AI and automation report that it has helped them better serve customers.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Step 1: Implement Employee Engagement Software .

Employee Experience 131

Employee Experience Customer Service Engagement Article 131

CSM Magazine

NOVEMBER 19, 2021

With customer service, this is no different. Customers want to get help fast, and if your company fails to provide it, you risk losing their business. It’s the way of the world, and companies must adapt accordingly by investing in technology to help their customer service teams be proactive, not reactive.

Customer Service 98

Customer Service 2005 Customer Service Representative Customers 98

Very Best Service

DECEMBER 3, 2024

Revolutionising Customer Service: A Deep Dive into Recent Innovations Customer service has evolved significantly in recent years, driven by technological advancements and changing consumer expectations. This blog post explores some of the most innovative customer service practices that have emerged in recent times.

Innovation 59

Innovation Customer Service Social Media Customer Service Representative 59

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. One of the first areas recent AI advances will impact greatly is customer service and support – the exchange of information between companies and their customers.

Customer Service 105

Customer Service Customers Customer Service Representative 2022 105

Kustomer

JUNE 8, 2021

This means it’s more crucial than ever to focus on the e-commerce customer service experience. What Is E-Commerce Customer Service? E-commerce customer service is the act of assisting new or existing online customers when they encounter questions or challenges they may have throughout the customer journey.

E Commerce 100

E Commerce Customer Service E-support Document 100

CSM Magazine

AUGUST 5, 2022

Customer service managers are responsible for overseeing customer service in an organization. Customer service manager jobs are typically available in large organizations that have a customer service department. Some customer service manager positions may also be available in small businesses.

Customer Service 99

Customer Service Management Financial Government 99

ProProfs Chat

MAY 13, 2020

What is Personalized Customer Service. Marketers and customer support experts are always talking about the increasing role of personalization in customer service. But what is personalized customer service? The Importance of Offering Customer Service With a ‘Personal Touch’.

Customer Service 111

Customer Service Feedback Customers Interaction 111

Call Experts

NOVEMBER 4, 2021

Outsourcing customer service is one cost-effective way to improve the service quality that your company offers, particularly if you are just starting or your business is creating too much pressure on your existing customer service team. What is outsourcing customer service?

Customer Service 98

Customer Service Contact Center E Commerce E-support 98

Experience Investigators by 360Connext

AUGUST 20, 2024

Why does Customer Experience Training Matter? Customer Experience (CX) is commonly misunderstood as reactive customer service, support, or even just ‘being nice to customers.’ And customer experience management requires a thorough approach to training and educating all employees.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

Experience Investigators by 360Connext

NOVEMBER 2, 2021

We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

CSM Magazine

MAY 18, 2022

Improving your customer service can have a whole range of benefits to your business. Here are 5 key areas of customer service you should consider improving. Are your email addresses easy to find online or on customer documents? Then, consider how you might go about making your customer service calls better.

Customer Service 105

Customer Service Customer Service Representative 2025 Document 105