Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. In social media, customer service has been something of an afterthought and is still very much in its infancy.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

SaleMove

MAY 21, 2021

This is made possible by one ‘system of record’ like an ERP that maintains a single source of truth regardless of where the customer is engaging. Consider that since 2010, when the term omnichannel was adopted, consumers have evolved to a digital-first mentality. What is Omnichannel Customer Service? The missing link?

Omni-Channel 52

Omni-Channel Customer Service Strategy Touchpoint 52

ProProfs Chat

APRIL 16, 2020

Do you contact customer service vs. technical support ? Let’s not get into the debate of which one is more apt in these situations because you start by trying the self-servicing options first. Left with no choice, you try getting hold of a customer service agent on the phone. Census records.

Loyalty 96

Loyalty Customer Service Self Service Knowledge Base 96

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 Effort Score Self Service Customers 84

CSM Magazine

OCTOBER 15, 2019

Thanks to their interactions with service providers in other industries, people expect their utilities to provide the same seamless experience they encounter elsewhere. When it comes to providing that kind of experience, the best place to start is with customer communications. Digital innovation and customer expectations.

Communication 40

Communication Retail Study Customer Expectations 40

InMoment XI

SEPTEMBER 25, 2024

This technology supports a wide array of applications, from voice-activated assistants and chatbots to sophisticated text analysis tools and language translation services. For instance, product teams can extract data specific to their products, while service teams can focus on improving customer service.

Data 195

Data Social Media Net Promoter Score Analysis 195

Service Untitled

MARCH 3, 2010

Service Untitled The blog about customer service and the customer service experience. Some were more “traditional&# and featured people talking about customer service while some of the others were more upbeat and engaging. The winner this year was a company called Pet Relocation.

Video 41

Video Exercises Consulting Culture 41

Team Support

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next.

Technology 59

Technology Chatbots Call Center Social Media 59

C3Centricity

AUGUST 17, 2020

But only 1% of customers feel that vendors consistently meet their expectations. 89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Customers 2020 Report. Customer services are seen as complaint handlers.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Service Untitled

FEBRUARY 26, 2010

Service Untitled The blog about customer service and the customer service experience. Actually the company’s customer service award can be attributed to the attentiveness and concern for the well-being of their associates. Do toll-free numbers help customer service?

Exercises 41

Exercises Customer Satisfaction Policies CRM 41

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). Customers hate repeating themselves. Customers expect quick responses and resolutions.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

CloudCherry

JANUARY 22, 2020

Direct feedback from customers can still come from surveys, focus groups, and interviews, all of which are important for product development. But voice of the customer data can also come in real-time. Your VoC program isn’t just a project for the marketing or customer service department — it affects the entire company.

How To 243

How To Social Media Analysis Feedback 243

ShepHyken

FEBRUARY 25, 2022

This week we feature an article by Janine Hunt, Client Partnership Director at Kura , a company that provides customer service solutions by outsourcing contact center services and software solutions. She shares how customer service is the deciding factor to your customer’s loyalty to your business.

Contact Center 62

Contact Center Loyalty Customer Retention Exercises 62

Comm100

MAY 11, 2020

Some sources claim that the concept of ‘omnichannel’ was coined in 2010. Whenever and how ever it began, omnichannel has never been more important, and it has now become crucial to successful customer experience (CX). Customers hate repeating themselves . Customers expect quick responses and resolutions .

Omni-Channel 130

Omni-Channel Multi-Channel Knowledge Base Chatbots 130

Service Untitled

APRIL 28, 2014

The Government Accountability Office reports $900 million in costs have been cut from the IRS since 2010. Those budget adjustments have resulted in less personnel, less training, and as a consequence of course, less service. Angry Customers Customer Satisfaction Customer Service Employees Specific Companies'

Customer Service 59

Customer Service Government Fashion Wait Times 59

Russel Lolacher

JUNE 29, 2021

First, a Social Media Day definition from NationalDay.com : “World Social Media Day was launched by Mashable on June 30, 2010. It was born as a way to recognize social media’s impact on global communication and to bring the world together to celebrate it. We are talking about the public SERVICE after all. Those benefits?

Social Media 98

Social Media Infographics Travel Government 98

Vonage

JULY 31, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. It’s therefore not surprising that positive or negative customer experiences spread like wildfire. Create your customer service mantra.

Social Media 120

Social Media Multi-Channel Consumers Connections 120

CSM Magazine

APRIL 20, 2023

Dean Asher, Head of Technical and Customer Services at Polypipe Building Products, says: “We’re proud to be delivering a universally positive experience across the service, and the itemised nature of how we collect feedback provides us with data that highlights areas we’re really excelling in, and those in which might need a little work.

System 52

System Feedback Insurance Healthcare 52

Magellan Solutions

MAY 2, 2024

Communication and Cultural Challenges Navigating the complexities of outsourcing offshore can present communication and cultural hurdles. Establishing clear performance metrics, regular communication, and effective quality assurance processes are essential to mitigating this risk.

Call Center 52

Call Center Culture Software Communication 52

CSM Magazine

NOVEMBER 13, 2019

Taking automation to the next level, Utilita is now training AI-enabled digital workers to read, categorise and forward more than 2,000 customer queries each week to the correct customer service team. The company serves approximately 800,000 customers, managing around 1.3million meters. It employs 1,400 people.

Customer Service 40

Customer Service Self Service Healthcare Customers 40

Comm100

AUGUST 17, 2022

Answer: “It didn’t start out as CX, it started out as CS, that’s customer service. And when I first started, the concept of customer experience was not even thought about, it was all about service.”. Service is a big part of that. Service helps drive the experience, but it’s not all of it.”

Meeting 194

Meeting How To Airlines Virtual Agent 194

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

CSM Magazine

SEPTEMBER 21, 2020

Internal Communications. Internal communications solutions like Slack enable employees to interact with each other seamlessly, allowing chat channels to be curated to talk about random, general, or business-specific topics. Customer Relationship Management. Social Media Management and Monitoring. Accounting.

Software 97

Software Social Media Knowledge Base Financial 97

Interactions

DECEMBER 18, 2019

It’s not often that rapidly forward-moving industries like customer experience and Conversational AI look back on the past (to be honest, there’s really just no time), but If you did, you would find that customer experience was way different 10 years ago. . Which takes us to 2019, which was a big step forward from what we saw in 2010.

Trends 62

Trends Customer Experience Chatbots Contact Center 62

Helen Dewdney

JUNE 20, 2023

This blog focusses on some of the experiences of passengers and, where outcomes were reached, the resolutions awarded by the Rail Ombudsman, under the Equality Act 2010, or otherwise. The Rail Ombudsman can look at claims with the potential to fall within the remit of the Equality Act 2010 and otherwise relating to accessibility.

Travel 78

Travel Consumers Transportation Case Study 78

Horizon CX

APRIL 4, 2019

Bosworth and Holland have also published a more updated version of the concept in a book published in 2010 titled Customer-Centric Selling, Second Edition which is worth checking out as it addresses more of the current trends in the digital sales and business environment. And, customer experience encompasses all of this.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Vonage

OCTOBER 2, 2017

With the rise of social media, businesses are no longer talking to one customer, they’re talking to a customer and their audience, and potentially their audience’s audience. It’s therefore not surprising that positive or negative customer experiences spread like wildfire. How can businesses adapt to consumer needs?

Social Media 120

Social Media Multi-Channel Consumers Connections 120

Inbenta

NOVEMBER 13, 2017

The Inbenta Semantic Search Engine was first created in 2010 and was able to understand searcher intent and the contextual meaning behind customer’s searches rather than rely on keywords. Much of this capability was due to Inbenta’s patented natural language processing which significantly improved companies’ self-service rates.

Chatbots 109

Chatbots Self Service e-support Virtual Agent 109

C3Centricity

NOVEMBER 15, 2015

Customers love to tell stories about “their” brands. There are many myths about the greatest brands around, often starting from their packaging or communications. Also in 2010, another airline KLM, had staff members prepare gifts for a select few passengers who tweeted about their pending departure on a KLM flight at the airport.

e-support 120

e-support Brands Connections Consumers 120

ProProfs Chat

FEBRUARY 19, 2021

But on the other hand, less wait time indicates efficient customer service and low customer effort. The amount of effort a customer has to put in to engage with your business can make or break the customer experience. . Range Scale of 1-5 : Using this scale, you can capture customer effort on a scale of 1-5.

Effort Score 52

Effort Score Omni-Channel How To Multi-Channel 52

Service Untitled

JANUARY 25, 2011

In Great Britain, Mary Portas used to help failing businesses get back on the right path, but now she has changed sides and stars in a customer service reality show. Portas thinks that Britain has the worst customer service, and customers have never had it so bad.

Customer Service 54

Customer Service Retail Customer Centricity Customers 54

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. Source: CEI Survey).

Strategy 193

Strategy Poor Customer Service Social Media Analysis 193

Michelli Experience

MAY 16, 2017

The market position of the car today is similar to where the smartphone was in 2010 — it’s just taken off and is ready to explode.”. Develop a communication plan that repeatedly shares the change vision and engages supervisors throughout the organization to personalize and activate the message.

Automotive 113

Automotive Banking Retail Financial 113

Vonage

FEBRUARY 28, 2017

Nearly half of the companies that were at the top of the Fortune 500 in 2000 were no longer there in 2010, research showed. To use just one example: Social media is constantly evolving and the way customers might interact with your brand is evolving too. Digital customer experience. Share your thoughts below.

Omni-Channel 120

Omni-Channel How To Social Media Culture 120