Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized.

Omni-Channel 230

Omni-Channel Customer Service Chatbots Social Media 230

Experience Matters

DECEMBER 31, 2015

Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: 2015 Temkin Experience Ratings. Report: Net Promoter Score Benchmark Study, 2015. 8 CX Trends for 2015 (The Year of the Employee). The Ultimate Customer Experience Infographic, 2015.

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Between 2014 and 2015, only five industries improved and 14 declined.

Report 120

Report Customer Connectedness Airlines Retail 120

Comm100

JUNE 15, 2022

If you’re on the fence about introducing a chatbot to your organization’s digital support strategy, here are four common chatbot customer service use cases, alongside customer stories that show the best chatbot examples and how they can be used in practice. Canadian Blood Services. Tangerine Telecom.

Chatbots 217

Chatbots Industry Customer Service Wait Times 217

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. consumers during January 2015.

Airlines 120

Airlines Hotels Banking Retail 120

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 232

Customer Service Chatbots Banking Customers 232

TechSee

JUNE 16, 2022

Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.

Customer Service 252

Customer Service Contact Center Chief Customer Officer Call Center 252

Kustomer

FEBRUARY 15, 2022

Today I’m pleased to announce our mission to reimagine customer service for consumers has become even stronger — we are officially part of Meta! The Kustomer journey began back in 2015 when the world was a very different place. These businesses deliver CX that is better for everyone — customers, agents, and businesses.

Customer Service 111

Customer Service Healthcare Customer Retention Retail 111

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Very Best Service

OCTOBER 12, 2015

Here are some of our favourite customer service week 2015 stories, organised by #hashtags used on twitter. IMCares #CSWeek2015 pic.twitter.com/mgCbMmSSno — I&M Bank Ltd (@imbankke) October 5, 2015 هذا هي الطريقة المجلس الثقافي البريطاني في السعودية احتفل بأسبوع خدمة العملاء! Our relationship with you matters.

Customer Service 40

Customer Service Banking Groups Customers 40

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. The 2015 results appear to go a step further. It is what customers experience. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Tricia Morris

JULY 31, 2015

A newly-released 2015 U.S. State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that customer service expectations, as well as views around the importance of customer service, are on the rise.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Tricia Morris

SEPTEMBER 15, 2015

With the Institute of Customer Service reporting that customer satisfaction in the U.K. brands and organizations to know as much as possible about consumers and their growing expectations for service across channels. A newly-released 2015 U.K. The post INFOGRAPHIC: 2015 U.K.

Infographics 40

Infographics Customer Service Customer Centricity CRM 40

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Chatbots 150

Chatbots Examples Customer Service Banking 150

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

Trends 40

Trends Self Service Customer Service Customer Centricity 40

NICE inContact

JANUARY 26, 2016

The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. The question of how a small business can win the customer service battle is crucial to business success and sustainability.

Customer Service 120

Customer Service Contact Center Self Service Contact Center Software 120

Kustomer

NOVEMBER 30, 2020

When we started Kustomer in 2015, we did so with the vision of reimagining customer service for a new generation of businesses and consumers. They want effortless and seamless customer service across all communications and social channels. We understand consumers want more from the companies they do business with.

Customer Service 135

Customer Service Brands Omni-Channel Advertising 135

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

CSM Magazine

DECEMBER 7, 2023

Ever wondered how the high-stakes, high-speed world of horse racing manages its customer service game? Every part of a horse race requires customer service. Especially when we talk about high-class events like the Kentucky Derby where attendants expect 5-star service.

Industry 52

Industry Customer Service Sports Fashion 52

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

Vonage

JANUARY 3, 2017

At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 But, what makes customers switch to a competitor? billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Experience Matters

OCTOBER 9, 2015

Since today is the final day of Customer Service Week , I want to give a shout out to the leaders in the 2015 Temkin Customer Service Ratings : USAA , Chick-fil-A , credit unions , Aldi , Trader Joe’s , Publix , Panera Bread , and H-E-B. Then you save customer service for those truly unusual situations.

Customer Service 120

Customer Service Infographics Customers Customer Experience 120

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

The DiJulius Group

JANUARY 20, 2016

In case you missed them the 10 most popular eServices of 2015 were the following -I suggest printing them out, reading and sharing them with your management team. Am I a hypocrite when I say you should offer a price match guarantee? A paradigm shift is needed from selling a commodity someone can get […].

Customer Service 40

Customer Service Customers Management 40

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. Your customers are your business! I think you get the point.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Tricia Morris

MAY 28, 2015

In the The Real Self-Service Economy Report , 70% of consumers surveyed now expect a company website to include a self-service application. Watch the Webinars: Get More Information, Best Practices on Knowledge for Customer Service. ———————————-.

Infographics 40

Infographics Self Service Customer Service Customer Care 40

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. The post The Ultimate Customer Service KPI?

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

Kustomer

DECEMBER 4, 2019

NEW YORK, NY — December 4, 2019 — Kustomer, the SaaS platform reimagining enterprise customer service, announced today it raised $60 million in Series E funding. Kustomer is transforming customer service as we know it. Founded in 2015, Kustomer empowers businesses to succeed in today’s customer-first world.

Customer Service 86

Customer Service Omni-Channel CRM Exceptional Customer Service 86

NICE inContact

JUNE 14, 2016

One of the biggest complaints about companies’ social media presences is a lack of responsiveness, resulting in the appearance that they don’t have any social customer service. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Kustomer

OCTOBER 19, 2020

Kustomer’s CRM is the first true omnichannel customer service platform, purpose-built for brands that want to deliver hyper-personalized customer experiences at scale. In this time of rapid e-commerce acceleration, providing fast, personalized engagements with followers, influencers, and customers has taken on a new urgency.

Customer Service 105

Customer Service CRM Omni-Channel e-support 105

Vonage

OCTOBER 12, 2015

To be truly effective, customer service must permeate the culture of a company. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. Incorporate these five customer service strategies into your sales tactics and watch sales grow.

Sales 120

Sales Customer Service B2C Customer Service Strategies 120

Customers That Stick

JANUARY 5, 2015

Happy New Year, and welcome to the first Customers That Stick TM blog post of 2015! To begin, we’ll be creating more free resources you can use to enhance your customer service and customer experiences. You will find even more helpful resources posted as 2015 progresses. Retirement of The Monthly Mash.

Infographics 60

Infographics Video Resources Customer Centricity 60

Vonage

DECEMBER 16, 2015

When you are proactive with solid customer service skills, potential clients will take notice. How can you help prospective customers right now – even before they become your paying customers? Good customer service skills will take you far. Key learning point for customer service skills.

Customer Service 120

Customer Service Infographics Culture Customer Service Training 120