BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. Expectations for Social Customer Support Are Maturing.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Storyminers

JULY 7, 2020

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? It’s simply natural to let expectations creep between brands.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Beyond Philosophy

JANUARY 8, 2018

However, for a while now, I have been writing about the decline and dilution of the discipline of Customer Experience. From changing titles but not behavior to a poor understanding of what customers want, the trends are troublesome. My concerns only grow as we roll into 2018. I can sum it up with two examples. BigIdeas2018.

Trends 125

Trends eBook System Conference 125

ShepHyken

JANUARY 3, 2018

Over the last few weeks, I’ve been reading about predictions and trends for 2018. With that in mind, I’d like to share five customer service tips every business must do to stay competitive in 2018: Embrace the changing expectations of your customer: This one I’ve touted every year. Follow on Twitter: @Hyken.

Customer Service 117

Customer Service Self Service Tips Social Media 117

Oracle

DECEMBER 31, 2018

2018 was the year of customer experience for businesses around the globe, and CX experts and business leaders captured their experience in thought-provoking customer experience quotes. As part of our year in review , here’s a closer look at some of the most inspiring and thought-provoking quotes on CX from 2018.

Customer Experience 108

Customer Experience Customer Satisfaction Touchpoint Customers 108

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. While some businesses have struggled to withstand the shifting tides, others have reacted in a timely enough fashion to keep up (at least minimally) with changing customer expectations. Organic Mobile Experiences Blur Channel Lines.

Exceptional Customer Service 112

Exceptional Customer Service Customer Service Chatbots Hotels 112

InMoment XI

OCTOBER 23, 2024

Customers expect to walk into a branch and want to immediately feel valued. Needless to say, providing a memorable customer experience in banking should be a top priority for all financial institutions. The insights provided opportunities for enhancing customer retention and satisfaction.

Banking 195

Banking Customer Experience Effort Score Financial 195

Vonage

APRIL 12, 2018

For Gainsight CEO Nick “Block Chainz” Mehta, Customer Success isn’t just business; it’s personal. But Dennis was quick to emphasize during his keynote that Customer Success is a team sport. . This year’s conference welcomed more than 5,000 attendees from 1,000+ companies for 240+ sessions.

Customer Success 120

Customer Success Contact Center Conference Sports 120

ShepHyken

MAY 11, 2018

In this background, a B2B business not only needs to take on a different and informed kind of marketing strategy but is also required to take care of service issues in a way that customer loyalty stays intact and is in the driver’s seat. Customer Loyalty: Customer loyalty will be the key to survival in the new customer-centric world.

Trends 105

Trends Customer Service Video B2B 105

GetFeedback

AUGUST 14, 2019

No explanation is provided by ACSI, but you can take a look at the years and make some guesses based on the key drivers, which are expectations, perceived quality, and perceived value. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018. Download the Toolkit.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Think Customers

JANUARY 2, 2018

As we say hello to 2018, certain business practices and trends are sure to follow us into the New Year. For instance, personalized experiences, meeting customer expectations, and protecting customer data continue to be important aspects of the customer experience. Here’s my customer experience wish list for 2018.

Customer Experience 86

Customer Experience Trends Customer Expectations Customers 86

ShepHyken

DECEMBER 31, 2018

19 Customer Experience resolutions for 2019 by Customer Guru. Customer Guru) As we bid goodbye to 2018 and usher in 2019, we have made some customer-centric resolutions for this new year. As we move ahead, customer experience will be the only differentiator between brands. Follow on Twitter: @Hyken.

Customer Service 102

Customer Service Touchpoint Customer Centricity Customer Service Training 102

ProProfs Chat

NOVEMBER 17, 2017

No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service. As 2017 is coming to an end, here’re 3 customer support trends that promise a better customer support in 2018. It keeps customer satisfaction up, cuts handling costs, and helps.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

CX Journey

DECEMBER 20, 2017

Customers Expect More Consider these statistics from the National Federation of Independent Business regarding what customers have come to expect in terms of service across channels: When communicating via social media, 57% of customers expect a response within thirty minutes, regardless of the time of day.

Communication 137

Communication Brands Social Media Touchpoint 137

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) Only this year, they must execute!

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

GetFeedback

DECEMBER 21, 2018

More and more, companies are recognizing just how much customer happiness impacts revenue , and they’re focusing on transforming their customer experience to meet modern expectations. Set and measure customer expectations. If you offer high-quality products and services, you’ll drive customer loyalty.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Comm100

FEBRUARY 21, 2019

Rising customer expectations means that organizations are squaring off against their competitors with superior customer experience when it comes to attracting and retaining customers. Key Takeaways for 2018: Mobile takes over: Our data showed that in 2018 mobile chats increased by 7.9% Download Now.

Report 173

Report Data Wait Times Effort Score 173

CSM Magazine

DECEMBER 5, 2017

Here are some of the top customer service predictions for 2018, brought to you by Fara Haron is CEO of CRM Solutions, Arvato. Technology related to voice recognition will be most impactful in 2018. In relation to customer service, technologies like AR and VR will not be as impactful in 2018. Voice Recognition.

Self Service 80

Self Service Customer Service Gamification CRM 80

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Self Service ROI Chatbots 89

CloudCherry

SEPTEMBER 1, 2019

You’ll hear Matt’s thoughts on how technology has changed the way we do Customer Service, some of the biggest blunders businesses can avoid, and what technologies he thinks are making the biggest difference with customer experience.

Conference 244

Conference Study Sales Leadership 244

NICE inContact

MARCH 5, 2019

Customers are speaking, and their voices have never been louder or clearer! And if we’re listening, our customers’ opinions, preferences and expectations will be driving call centre strategy and channel support. The baseline: Customers expect omnichannel choices in our contact centres.

Self Service 169

Self Service Omni-Channel Chatbots Customer Expectations 169

GetFeedback

AUGUST 14, 2019

The groundwork of expectation has been laid by many businesses before you and will continue to be built by many businesses after you. What do customer expectations look like in your industry? Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today. Download the Toolkit.

Customer Satisfaction 268

Customer Satisfaction Survey eBook Industry 268

ShepHyken

OCTOBER 1, 2018

My Comment: The article opens with the following line: Today’s customers expect the same level of service and experience that they receive from global leaders such as Amazon, Google and Apple. This short article focuses on five mistakes organizations make with their customer experience initiative. Follow on Twitter: @Hyken.

Customer Service 18

Customer Service Infographics Employee Experience Customer Service Strategies 18

ShepHyken

NOVEMBER 12, 2018

My Comment: Customer experience is marketing. The organizations that that know this reap the benefits of knowing what their customers expect and desire. And who better to tell you what your customers want than the people on the front line who interact with your customers every day. Follow on Twitter: @Hyken.

Customer Service 96

Customer Service Effort Score Customer Service Training Retail 96

ShepHyken

APRIL 16, 2018

What are the “non-negotiable” behaviors and processes that drive a consistent high-level customer experience? Brands That Use AI To Enhance Marketing (Infographic) 2018 by Karthik Reddy. CMSWire) Delivering strong customer experiences (CX) ties directly to your bottom line. 16Best) We all know how marketing can enhance sales.

Customer Service 48

Customer Service Infographics Retail Tips 48

ShepHyken

JUNE 17, 2018

The author of this excellent article uses Southwest Airlines as an example of a company that has created such a great relationship with their customers (passengers) that they give the airline the benefit of the doubt and “cut them slack” when things go wrong. If you want to meet those expectations, there are trends that you can’t ignore.

Customer Service 83

Customer Service Airlines Retail Tips 83

ShepHyken

MARCH 12, 2018

When it comes to customer service and CX, you no longer compete against your direct competitor. You compete against anyone that has provided your customer a great experience. Your customers’ expectations are h igher than ever. New Report: Which Brands Deliver the Best Customer Experience? by Alex Jones.

Customer Service 39

Customer Service Social Media Case Study Customer Service Training 39

NICE inContact

APRIL 24, 2019

To date, Customer Experience wins have been felt in the early parts of the customer journey – particularly around tailored marketing campaigns, personalized web and brand experience, and more recently orchestrated omnichannel communication. However, a 2018 Forrester report points out that CX is stagnating. Last Mile CX.

Company 178

Company Contact Center Omni-Channel Insurance 178

eglobalis

AUGUST 13, 2024

This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. Customer Service: Samsung: Samsung offers robust customer service, with extensive support options including online help, phone support, and service centers.

e-support 507

e-support Innovation Customer Centricity Loyalty 507

GetFeedback

JANUARY 7, 2019

Here are the top 5 pain points associated with instituting a live chat customer service program and how to overcome them. The schedule changes and demands that come with live chat customer service. Today, 30% of customers expect to find live chat customer service on any company’s website.

Customer Service 225

Customer Service Survey Feedback Resources 225

Ann Michaels and Associates

DECEMBER 27, 2018

The importance of replying to customer reviews. • 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018). • 41% of consumers say that brands replying to reviews makes them believe the company really cares about their customers (Bazaarvoice). •

B2B 73

B2B Hotels Consumers Brands 73

Second to None

FEBRUARY 14, 2018

This piece was originally published by Forbes on February 8, 2018: “You may still be writing “2017” on forms, but no one can deny that 2018 is in full swing. So what does the year hold for customer service? As always, companies who provide great customer service have a huge advantage over companies that don’t.

Trends 63

Trends Social Media Self Service e-support 63

transcosmos Information Systems

MARCH 20, 2018

Since this trend is poised to continue for a long time, businesses should adapt and come up with different strategies to better serve customer demands and needs. Here are the top five trends for customer care service that will take your business to greater heights in 2018 and beyond: 1. Artificial Intelligence Solutions.

Trends 76

Trends Customer Service Self Service e-support 76

GetFeedback

OCTOBER 21, 2019

In response, many organizations have begun rolling out a new function called customer experience management (CXM). What is customer experience management? Customer experience management (CXM) is the process of designing and optimizing customer interactions to meet or exceed customer expectations.

Customer Experience Management 199

Customer Experience Management Strategy Customer Experience Management 199

Alliance by IFS

DECEMBER 10, 2018

Astea recognized for its comprehensive portfolio of user-oriented mobile field service applications that meet the evolving needs of organizations, technicians and customers. HORSHAM, PA (December 10, 2018) — Astea International Inc., Meeting heightened end-customer expectations. © 2018 Astea International Inc.

Management 83

Management Company Self Service Wireless 83

ijgolding

JUNE 25, 2018

In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience (CX) (boo, say some; hurrah, say others!) – far from it! Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to: ?

Customer Centricity 192

Customer Centricity Customers Industry Loyalty 192

NICE inContact

DECEMBER 3, 2018

The reality is that in order to deliver exceptional customer experiences, you need your contact center software to balance the need for agent-assisted and self-service channels. In our new 2018 Customer Experience (CX) Transformation Benchmark the insights were clear on the importance of both.

Self Service 121

Self Service Contact Center Software Contact Center Software 121