ShepHyken

JULY 17, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of July 17, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

OCTOBER 23, 2017

For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles for the Week of October 23, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 74

Customer Service Retail Customer Service Training Measurement 74

CSM Magazine

JANUARY 15, 2025

Whether you run your own e-commerce platform or work for a payment processor that operates very similarly to a bank , you have likely implemented or thought about implementing AI into your customer service strategy. But for all the good that AI and chatbots offer in customer support, there are also challenges.

Chatbots 52

Chatbots e-support Multi-Channel Banking 52

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self Service 40

Self Service Video Customer Centricity Customers 40

Talkdesk

SEPTEMBER 25, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. How To Build Trust Between Customers and Startups: A Fireside Chat Between Handy and TechCrunch.

Self Service 80

Self Service Video Customer Centricity Customers 80

ShepHyken

JANUARY 9, 2017

This short article has a number of tips that will drive the “next time customer.” Handled properly, that customer will turn into a loyal, long term relationship. 3 Areas to Focus your Customer Experience in 2017 by Adam Toporek. 2017 Customer Experience Resolutions by Lynn Hunsaker.

Customer Service 48

Customer Service Loyalty Analytics Tips 48

ShepHyken

JANUARY 23, 2017

(Sharpen) Here’s part II in our series about the future of customer experience. We’re taking a look at how progressive companies are successfully integrating self-service into their customer service strategy. For information on The Customer Focus™ customer service training programs go to www.thecustomerfocus.com.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

FEBRUARY 27, 2017

10 Quotes To Inspire Better Customer Service by Sharpen. Sharpen) Here are 10 quotes to get the wheels turning and inspire your next improvement to your customer service strategy. This short article has ten customer service quotes to inspire you and your employees. Follow on Twitter: @Hyken.

Customer Service 48

Customer Service Self Service Retail Loyalty 48

ShepHyken

MARCH 9, 2018

Businesses that already have a strong digital customer service strategy in place are steps ahead of the competition, however here’s how you can catch up in 2018. This type of technology is still very juvenile and even the top tech giants such as Facebook were receiving high failure rates during 2017.

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

transcosmos Information Systems

JANUARY 5, 2017

Statistics on e-commerce business for 2017 and beyond remain strong. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. So if you’re a retailer, you might want to spend some time going over this ultimate checklist for your e-commerce customers.

e-support 87

e-support Customer Experience Social Media Policies 87

ShepHyken

OCTOBER 5, 2022

When Brian was in Suzanne’s office the first time, he noticed a massive trophy with her name engraved six times – next to the years 2016, 2017, 2018, 2019, 2020, and 2021. And here is where the story gets better. . Brian asked about the trophy, and Suzanne confidently said, “Salesperson of the year. I’ve never lost.”

Sales 126

Sales Customer Service Advertising Customer Service Training 126

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems. Click here.

Measurement 246

Measurement Average Handle Time Wait Times Effort Score 246

ShepHyken

SEPTEMBER 28, 2020

Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi. And as industries continue to get more and more competitive, building a dedication to customer service into your brand DNA is more important than ever.

Customer Service 80

Customer Service Culture Poor Customer Service Contact Center 80

Provide Support

APRIL 26, 2017

In fact, according to Gartner , by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. There are many reasons why offering chat support might be a valuable customer service strategy. © 2003 - 2017 Provide Support LLC. Read more.

Infographics 53

Infographics Customer Service Strategies Trends Survey 53

Comm100

JANUARY 14, 2016

In order to stay on top as an industry-leader, it is more important than ever that businesses recognize upcoming consumer service trends, and understand how to update their customer service strategies accordingly. In fact, customers will demand it.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 10+ Times Hotels Surprised Everyone With Their Creativity by Sarune Mac.

Net Promoter Score 54

Net Promoter Score Customer Service Hotels Effort Score 54

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

JANUARY 29, 2018

Customer Service Report 2018 by Olga Kolodynska, Justyna Polaczyk, Malgorzata Buksinska and Lukasz Labedzki. LiveChat) The report contains key customer service findings from 2017 and trends for 2018. Its main goal is to bring knowledge to business owners and customer service decision makers.

Customer Service 97

Customer Service Social Media Tips Contact Center 97

Team HGS

NOVEMBER 21, 2017

With increasing implementation, AR can go a long way in reducing customer effort involved in issue resolution and leading them towards the Right Answer Fast ™. Augmented Reality (AR) in Customer Service. In 2017, AR technology is assisting customer service in differentiating their tech support strategies.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

Kustomer

AUGUST 11, 2022

Customer Loyalty and Retention. When customer service conversations go well, consumers are more likely to continue purchasing a brand’s products or services regularly. It’s important for your organization to prioritize these channels in order to deliver effective customer service.

Customer Service 88

Customer Service Social Media Self Service Loyalty 88

Storyminers

JULY 6, 2020

His 23rd book, “Kaleidoscope: Delivering Innovative Service That Sparkles” was released in February 2017 and is an inspirational guide to providing remarkable service. It won a 2017 Best Book Award for business books after winning a silver medal from North American Book Awards. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Second to None

MARCH 9, 2018

Unless a brand replies to 90 percent of queries, and—crucially—does this within 15 minutes (something we at The Social Element have been advising brands to include in their crisis plans for years), it won’t get the coveted fast responder status from Facebook, and it could, potentially, lose customers to those brands that respond quickly.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Comm100

NOVEMBER 3, 2017

Someone who is going to work with social media customer service is going to need different training than legal, legal is going to need different training than corporate, etc. Recommended for you : You Need a Jointly Owned Social Media Customer Service Strategy ASAP – Here’s Why. Repairing Your Reputation by Lynda.

Social Media 167

Social Media Course Training Marketing 167

ShepHyken

JUNE 4, 2018

How Companies Can Identify Racial and Gender Bias in Their Customer Service by Alexandra C. HBR) In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. To me, that’s what “delight” is about. Feldberg & Tami Kim.

Customer Service 77

Customer Service Airlines CRM Social Media 77

Talkdesk

JANUARY 10, 2017

Have you heard that 2017 is the Year of the Chatbot ? Twitter unveiled new Welcome Messages and Quick Replies that can interact with customers automatically and direct their inquiries automatically. Customer support agents are crucial and AI is a distraction. Will you use bots in 2017 or won’t you, that’s the question.

Chatbots 40

Chatbots Hotels Contact Center Conference 40

CSM Magazine

OCTOBER 10, 2019

It is awarded based on customer satisfaction feedback and an assessment of employee engagement with an organisation’s customer service strategy. Each and every one of our employees has played their part in the process and should be justifiably proud of this recognition.”

Groups 40

Groups Customer Service Customer Service Strategies Employee Engagement 40

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. So, how can you ensure you are giving customers the best experience possible?

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Team HGS

AUGUST 22, 2017

Q2: What would you suggest as the first step in integrating bots into our customer service strategy? Wed, 08/23/2017 - 11:53. Customer Experience. But those that have deployed them are starting to see those digital channels increase every single year. LEAVE A COMMENT. automation.

Customer Service 52

Customer Service Chief Customer Officer Average Handle Time Social Media 52

Natalie Petouhof

SEPTEMBER 12, 2018

” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy. Implementing technology without strategy makes us do the wrong things faster !

Self Service 89

Self Service Customer Service Average Handle Time CRM 89

Confirmit

OCTOBER 9, 2017

” Next, Abel Rhyne, VP, Customer Service Strategy & Operations at Erie Insurance took to the stage. After Faith’s more academically-led presentation, it was great to get the balance of a real-life story of a business striving to listen to customers and do the right thing by them.

Insurance 40

Insurance Contact Center Groups Communication 40

Confirmit

OCTOBER 9, 2017

” Next, Abel Rhyne, VP, Customer Service Strategy & Operations at Erie Insurance took to the stage. After Faith’s more academically-led presentation, it was great to get the balance of a real-life story of a business striving to listen to customers and do the right thing by them.

Insurance 40

Insurance Contact Center Groups Communication 40

ShepHyken

DECEMBER 12, 2016

This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. TeleTech) Memorable. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Call Center Pros

AUGUST 27, 2018

Customer Loyalty is a comprehensive resource for business people who are looking to improve customer service and satisfaction. The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken. What’s the Secret? DiJulius III.

Customer Service 40

Customer Service Call Center Loyalty Exceptional Customer Service 40

Kustomer

APRIL 30, 2020

Punk CX is a new way of looking at customer service that Adrian thought of back in 2017. The creators of punk saw prog rock as becoming too measured and overly technical, and Adrian sees a lot of similarities in the customer experience space. Listen to the full episode below. What is Punk CX?

Customer Service 53

Customer Service Strategy Customer Experience Connections 53

Ecrion

SEPTEMBER 23, 2020

The most successful customer service strategies are those that work to anticipate the needs of a customer, instead of simply responding to them. You must anticipate when a customer is the most likely to need assistance, suggestions/recommendations, advice, or anything else. American Express.

Infographics 105

Infographics Self Service Customer Service Social Media 105

ShepHyken

DECEMBER 4, 2017

For information on The Customer Focus customer service training programs go to www.thecustomerfocus.com. The post 5 Top Customer Service Articles For the Week of December 3, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Customer Service 0

Customer Service Government Poor Customer Service eBook 0

ShepHyken

DECEMBER 20, 2017

According to the Five9 Customer Index 2017 report , 77% of customers in the B2C space will not do business with you again if you give them bad customer service the first time they do business with you. Here is a sobering statistic. This is huge.

Customer Service 115

Customer Service Competitive Advantage B2C Culture 115