Kerry Bodine

MAY 1, 2018

But if I could go back and change one thing about the book, it would be this passage from Chapter 1, which attempts to describe the difference between customer experience and customer service: “People call customer service when they have a problem. Yes, the net is important to the act.

Customer Journeys 168

Customer Journeys Analysis Customers Groups 168

Beyond Philosophy

MARCH 16, 2023

But the bottom line is switching to technological-led interactions will probably improve customer satisfaction. There is nothing worse for a score than relying on an unhappy, poorly trained, underpaid person providing customer service with a frown on their face, Morgeson says. Click here. appeared first on Beyond Philosophy.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

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

ShepHyken

JANUARY 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Leveraging Trends to Drive Business Success through Customer Experience by Joseph Michelli. My Comment: Joseph Michelli has written an excellent article about how to leverage trends in the customer experience world.

Customer Service 21

Customer Service Customer Retention Trends Airlines 21

TechSee

SEPTEMBER 21, 2021

These web-based, over-the-top (OTT) media services such as Netflix and Amazon are negatively affecting the subscriber numbers for pay-TV. In 2010, there were 105 million customers with pay-TV; today eMarketer estimates that there are 74 million paying households and expects that number to drop another 10 million by 2023.

Self Service 41

Self Service Advertising Entertainment Return on Investment 41

ShepHyken

NOVEMBER 8, 2021

Each week I read many customer service and customer experience articles from various resources. The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? The key to building customer loyalty, they claimed, was to simply make it effortless for people to do business with you. by Jon Picoult.

Customer Service 96

Customer Service Retail Interaction Hospitality 96

Customers Rock!

OCTOBER 4, 2010

social media and customer loyalty, a very new topic at the time. Fast forward two years to 2010. Much has changed in the world of social media, and customer loyalty/customer service is just now being discussed as a social media goal. Customers Rock! My blog Customers Rock! We discussed.

Social Media 146

Social Media Conference Hotels Loyalty 146

Kerry Bodine

MARCH 8, 2017

I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. based clients, and even with my friends and family, they equate “service” with one of two things.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Steve DiGioia

JUNE 20, 2016

Between 1979 and 2010, the median weekly income of full time wage and salary workers grew from 241 to 747 U.S. The median weekly income in 2010 constant dollars only increased from 675 to 747 U.S. But we still expect our employees to be engaged and to work hard under conditions like this, and to provide GREAT customer service!

Competitive Advantage 167

Competitive Advantage Employee Engagement Social Media Engagement 167

Service Untitled

FEBRUARY 17, 2011

On January 21, a customer service agent for 39DollarGlasses.com has been lauded as a hero after some quick thinking. Customer service representative Donna Petrosini was speaking with Karen Ford, a customer since 2008, when Ford began to slur her words and dropped the phone. Good service valued over good food?

Customer Service Representative 69

Customer Service Representative Customer Service Hospitality Banking 69

Help Scout

SEPTEMBER 27, 2021

This post is part of The Supportive, Mathew Patterson’s column for customer service professionals. After an early career as a web designer dating back to the age of Geocities , I joined the email marketing app Campaign Monitor as their first customer service professional. If you’ve already found one, please let me know.

Customer Service 75

Customer Service Fashion Customers Measurement 75

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 218

Strategy Poor Customer Service Social Media Analysis 218

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

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

Solvvy

JANUARY 8, 2020

The ball has just dropped on a new decade—and it’s still hard to believe how much technology has transformed the customer experience in the past ten years, with the growth of self-checkout stations, real-time virtual assistant support, and robust CRMs to track and manage every phase of the customer experience, to name just a few. .

Self Service 88

Self Service Technology Trends Customer Service 88

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Customers That Stick

DECEMBER 3, 2019

Personally, as a third generation entrepreneur, this was the decade where I made my transition to taking the principles I’d learned through my years of entrepreneurship and codifying them into ideas and theories to teach others how to improve the customer experience and customer service in their organizations.

Customer Experience 103

Customer Experience Retail Tips Customers 103

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

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

ijgolding

FEBRUARY 26, 2019

Guy Letts led customer service at a FTSE 100 company before founding CustomerSure in 2010. Hundreds of medium to large companies now rely on CustomerSure’s award winning customer experience software to measure and improve customer satisfaction and retention.

Feedback 214

Feedback Financial Company Customer Journeys 214

CSM Magazine

JUNE 19, 2019

Hand in hand with speed of resolution and responsiveness is the customer’s evaluation of the quality of service they receive, which in turn impacts customer loyalty. Researchers from CEB , (now part of Gartner) first discussed the idea that we should stop always trying to delight our customers in 2010.

Loyalty 69

Loyalty Customer Service Effort Score Social Media 69

Kayako

JUNE 16, 2022

When customers are unhappy, customer service agents are busy. For many years companies believed that customer service was the vanguard for building customer loyalty. Their research showed that customer loyalty is correlated with brand attachment and overall experience with a product or service.

Effort Score 156

Effort Score Measurement Net Promoter Score Self Service 156

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

Kayako

APRIL 25, 2017

There’s an easy way to find out where these high-effort points are occurring, by tracking customer effort transactionally using the CES survey. The most difficult experiences usually end with a customer service conversation. This is why tracking customer effort transactionally can give you the most actionable results.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

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

Comm100

APRIL 12, 2018

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times. Understanding Customer Experience.

NPS 170

NPS Measurement Effort Score Customer Experience 170

GetFeedback

DECEMBER 27, 2018

From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. Long story short, if you’re sending email surveys to customers, you need to assume they’re opening them on their phones. They go where your customer goes, and they look great regardless of where your customer opens them.

Survey 225

Survey Net Promoter Score Feedback Abandon Rate 225

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 expect quick responses and resolutions. Others even further back in 2003.

Omni-Channel 147

Omni-Channel Multi-Channel Knowledge Base Chatbots 147

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

Service Untitled

FEBRUARY 20, 2012

The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. drop from 2010. The Department of Transportation received 11,545 complaints – up 5 percent from 10,988 in 2010. CNN states mishandled baggage was at an all time low for 2011 – 3.39

Airlines 48

Airlines Customer Service Transportation Travel 48

NICE inContact

SEPTEMBER 11, 2018

Unify to Deliver Immersive Customer Experiences. Founded in 2010, as TechStyle Fashion Group expanded and added new brands to its portfolio, customer service infrastructures were siloed – no overarching system supported synergy between brands.

Contact Center 120

Contact Center Virtual Agent Net Promoter Score Self Service 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

Forrester

JUNE 21, 2016

To do that we compared five pairs of publicly traded companies where one company in each of the pairs had a significantly higher score than the other in Forrester's Customer Experience Index during the period 2010 to 2015. Then we gathered financial data from company SEC filings like Forms 10-K and 10-Q.

Customer Experience 75

Customer Experience Airlines CRM Sales 75

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 180

Meeting How To Airlines Virtual Agent 180

NetBase

JANUARY 28, 2020

Its platform processes millions of social media posts daily for actionable business insights for marketing, research, customer service, sales, PR, and product innovation. NetBase is a trusted partner to American Airlines, Arby’s, Coca-Cola, Ogilvy, T-Mobile, United Airlines, and YUM! Learn more at netbase.com. ABOUT QUID.

Social Media 124

Social Media Airlines Analytics Leadership 124

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