Customers Rock!

JANUARY 10, 2012

However, I strongly feel one of the most effective uses of social media is to build and deepen relationships with customers – be they consumers, clients, donors, or constituents. I predict this will be a big focus for social media in 2012. Making a Difference in 2012. How can this be effectively done? No, really.

Social Media 221

Social Media Government Video Tips 221

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-Channel 95

Omni-Channel Self Service Trends Loyalty 95

CX Accelerator

MAY 25, 2022

Here’s the Tweet I shared: After receiving 68 creative, funny, insightful replies from customer service and experience folks from all across the world, I knew that this is something others are also thinking about. Jenny began her call center customer service journey on the front lines back in 2005.

Self Service 316

Self Service Social Media Contact Center Knowledge Base 316

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Who's Your Gladys?

NOVEMBER 4, 2014

According to a Nielsen Study conducted in 2012, ninety-two percent of consumers around the world say they trust earned media, meaning word-of-mouth and recommendations from their friends and family, above any other form of advertising. customer service article Delta Airlines Earned Media service excellence'

Airlines 168

Airlines Social Media Advertising Study 168

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. Hint: It all comes back to K.I.S.S.ing.).

Conference 244

Conference Study Sales Leadership 244

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. Image Credit: 401(K) 2012 via Creative Commons license. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Banking 286

Banking Loyalty Culture Social Media 286

Beyond Philosophy

DECEMBER 26, 2014

If you enjoyed this post, you might be interested in the following blogs: 2012 Customer Experience Predictions: Positives and Pitfalls. Seven Predictions for the Customer Experience Industry in 2013. The Future of Customer Experience in 2014. Is the auto insurance app a waste of memory on my phone?

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 49

Customer Service Touchpoint Customer Service Representative Policies 49

Customers Rock!

MAY 10, 2012

I recently attended the 2012 Lithium Network Conference (LiNC for short) in San Francisco to hear about the latest and greatest from Lithium Technologies as well as from thought leaders such as Brian Solis , photo left, who shared about Digital Darwinism from his new book The End of Business as Usual. Good News for Social Customer Service.

Social Media 174

Social Media Conference Self Service Entertainment 174

Vonage

SEPTEMBER 3, 2015

As a CRM provider, Marc’s perspective on customer service is unique; he has to look after his customers just as much as he has to help other businesses look after theirs. Here are three lessons to learn from the customer service expert: 1. Customers are discussing a company’s products and brand in real time.

Customer Service 120

Customer Service Social Media Hotels Conference 120

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. This deep dive study provides a glimpse into working on the front lines of the customer service industry.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

Kerry Bodine

MAY 1, 2018

And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012. So equating customer service with customer experience is like saying that a safety net is a trapeze act.

Customer Journeys 168

Customer Journeys Analysis Customers Groups 168

Comm100

APRIL 8, 2016

Surprisingly, Amazon’s success isn’t rooted in multi-million dollar advertising campaigns or shortening product life cycles, but rather, the desire to be the “Earth’s Most Customer-Centric Company” In the mind of Bezos, the success of a business is dependent on the ability to hone in on customer satisfaction.

Customer Service 124

Customer Service Social Media Call Center Multi-Channel 124

Customers That Stick

MARCH 3, 2020

Do our customers have hot buttons? When I ask these questions in our customer service trainings , the answer is always YES. Yet, the reality is that in so many industries and in newer customer relationships we will never know our customers that well. » Related Stories Are Customer Service Jobs Good?

Customer Service 88

Customer Service Retail Customer Service Training Customer relationships 88

Service Untitled

JULY 2, 2014

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. We do research to improve our services and to make the content people see on Facebook relevant and engaging as possible.

Customer Service 86

Customer Service Social Media Study Customer Service Representative 86

Kayako

SEPTEMBER 20, 2018

The first and most important best practice for B2B sales organisations when it comes to customer experience is actually making it a priority. Interestingly, 89 percent of companies now believe they compete primarily on the basis of customer experience, compared with just 36 percent who thought the same back in 2012.

B2B 203

B2B Sales Customer Experience Customer Journeys 203

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6

Omni-Channel 104

Omni-Channel Self Service Consumers Meeting 104

Customers Rock!

JANUARY 24, 2012

As we move into 2012, I fully believe this will be the year that executives begin asking the difficult questions to their social media teams, including what kind of returns they are getting on their social media investment. They believe that it is there, and they keep looking for it even though it eludes them.

Social Media 207

Social Media Measurement ROI Advertising 207

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Service Untitled

NOVEMBER 28, 2012

Recently, I sat down with Ritz-Carlton Vice President Diana Oreck to see if she could share any more secrets to the company’s customer service super sauce. ” Why is this important to customer service success and how do you train employees to recognize and act on unexpressed needs? A: We’ve got a vast list.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

Customers That Stick

SEPTEMBER 22, 2014

Yet, if we look at why most customers are lost, a great many represent a failure of customer experience or of customer service. Each lost customer is an opportunity to grow and to absorb the lessons that will help retain the next customer in line. What can you learn from your lost customers?

Customers 126

Customers Communication Customer Service Marketing 126

C3Centricity

OCTOBER 7, 2020

This is why their core value is to WOW their customers. WOW involves differentiation by doing more for your customers than they expect. Zappos is not your average company, and their customer service is anything but average or ordinary. However this doesn’t mean that you can’t mention your customers.

Marketing 288

Marketing NPS Net Promoter Score Effort Score 288

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Customer Bliss

SEPTEMBER 27, 2018

Lucy joined Genesys in 2012 to create a global support and maintenance program and led the launch of Genesys Care and the transformation of the Genesys Customer Care organization to a global 24X7 center of excellence. Anticipate that worst case scenario and what you do about it. About Lucy Norris.

Communication 222

Communication Chief Customer Officer Customer Care Leadership 222

Kayako

FEBRUARY 16, 2017

CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team.

Ecommerce 232

Ecommerce Self Service Analysis Knowledge Base 232

C3Centricity

APRIL 17, 2018

Many organisation store our information when we contact their customer service center, enter a promotion, sign up for a club or gift card, or apply for free samples. Brands that are agile are where their customers are; that’s what matters. But automated data gathering doesn’t only happen online. Coke vs Pepsi.

Strategy 296

Strategy Customer Centricity Innovation Airlines 296

Service Untitled

MARCH 19, 2013

Since 2007, Walmart department and discount stores repeatedly have been labeled with the dubious distinction of having the “worst customer service in America.” Yet, shoppers can be a forgiving lot if customer service personnel are at the job and eager to please, but that doesn’t seem to happen much at Walmart.

Customer Service 72

Customer Service Retail Customer Satisfaction Customers 72

Comm100

FEBRUARY 24, 2022

Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. However, every industry and its consumers have different needs and expectations. So, how does live chat fare in higher education? .

Chatbots 235

Chatbots Knowledge Base Wait Times Survey 235

Comm100

FEBRUARY 24, 2022

Today’s higher education students are primarily Gen Z (born 1997-2012), and it is this generation that has embraced technology more than any other. However, every industry and its consumers have different needs and expectations. So, how does live chat fare in higher education? .

Chatbots 47

Chatbots Knowledge Base Wait Times Survey 47

Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. The amount of Customers that leave does not represent small amount of business. www.jdpower.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Experience Matters

DECEMBER 22, 2015

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

ShepHyken

MAY 15, 2019

The letter goes on to explain that they haven’t raised prices since 2012 and they want to continue to deliver the quality their members expect. So turn that frown upside down, and turn bad news into a good customer experience! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Customer Service Training 117

Customer Service Training Customer Service Training Customer Focused 117

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Service Untitled

FEBRUARY 27, 2013

According to online surveys, over 80 percent of customers now give Sears poor customer service grades citing reasons of inept management, unreliable products, poor customer service, and a profound lack of employee training. billion in 2012. So what has happened? Can Sears be saved?

Customer Service 61

Customer Service Poor Customer Service Culture Retail 61

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156