Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Everyone in the business, including those beyond the customer-facing teams, has an accurate understanding of who the customers are and what matters to them.

Culture 139

Culture Customer Service How To Policies 139

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Bold360

JANUARY 5, 2017

Gartner predicted that while 55% of interactions in 2014 did not require human support, by 2017, 2/3 of all customer service interactions would no longer need a human intermediary. The New Year presents an opportunity to tag in new partners in the relay and reexamine your stroke to get you swimming in the right direction.

Self Service 65

Self Service e-support Travel Customer Service Strategies 65

ShepHyken

MARCH 15, 2019

Don’t sleep on facilities management, since it can be the difference between delighting customers in-store and driving them away. Tom Buiocchi joined ServiceChannel as an Executive Director in 2014.

Customer Service 80

Customer Service Management Retail e-support 80

Joe Rawlinson

JULY 8, 2015

You must be consistent when engaging with customers on social media and work on maintaining relationships as well as building new ones. UK retailers, for example, are adjusting their customer service strategies to provide a better customer experience for Millennials and other shopper demographics.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ProProfs Chat

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. Takeaway: Customer engagement and service go hand-in-hand. In 2018, 46.5

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Stella Connect

JULY 17, 2017

That’s when Stan, along with Bruce Pullens, Lane Bryant’s Director of Customer Service, Strategy and Customer Insights, introduced “whole summits” at the contact center. Business partners, supervisors, team leaders, and agents were invited in, and Stan and Bruce shared audit results and a new organizational strategy.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Martin Hill-Wilson

FEBRUARY 16, 2016

But beyond this important service design principle, it’s worth noting that voice is being extensively punted as a post keyboard interface. An often quoted figure from a 2014 Google research paper revealed that 41% of adults and 55% of teens use voice search more than once a day.

Self Service 40

Self Service Omni-Channel Strategy Roadmap 40

Martin Hill-Wilson

JUNE 8, 2015

By the time of the 2014 report, voice still held 70% share with the so called ‘digital channels’ showing rapid growth from a small share within the channel mix. Web chat and social were still blips on the radar, although certain sectors and brands of course were proving the exception to that rule as online behaviour took root.

Omni-Channel 40

Omni-Channel Multi-Channel Self Service Insurance 40