ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Customer service expert Chip Bell has come up with a concept he calls “impulse service.”

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

Vonage

MAY 30, 2017

We’re extremely pleased to announce that ContactWorld has been voted best contact centre solution in the 2017 Call Centre Helper Awards! Related Posts 10 powerful statistics that prove the customer is still always right. Speed creates customer confidence: what is the velocity of your customer service?

Technology 120

Technology Customer Confidence Customer Service Marketing 120

ShepHyken

JULY 19, 2017

I just returned from Influence 2017 , the annual conference put on by the National Speakers Association. He shared an excellent customer service example that can be summed up this way: Trust your customers and they will trust you. One of Horsager’s favorite lines is, “A lack of trust is your biggest expense.” He gets it.

Conference 114

Conference Customers Customer Service Training System 114

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. While there are tweaks you can make to your product approach that will create more trust with potential buyers, there’s also a huge resource you’re sitting on already: your existing customers.

Case Study 86

Case Study ROI B2B Study 86

Answer Dash

NOVEMBER 21, 2018

Forrester’s Global Customer Experience Index continues to find that most companies are rated as “poor” or “very poor”[1] year on year. Even the organisations that scored “good” in 2017 either fell in 2018 or didn’t improve. In order to future-proof their business, organisations need to be asking themselves not ‘what do customers want?’

User Experience 75

User Experience Social Media Customer Service Representative Interaction 75

Bold360

JANUARY 23, 2017

In large part because of the 2008 global financial crisis, customers are finding it increasingly hard to trust banks and similar services, which means they also need to regain and retain customer confidence. This inevitably leads to the inability to keep customers loyal and reduce churn.

Omni-Channel 40

Omni-Channel Self Service Banking Financial 40