BlueOcean

JANUARY 6, 2020

To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customer confidence rather than get thrown into the mix as a “more is better” afterthought. 2020 Trends in Omnichannel Customer Service. Got 15 minutes?

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

ShepHyken

MARCH 14, 2018

Customers want to see you at least make an attempt to help them. “We The wait time is 45 minutes.” You’ll have to…” Customers hate being told “you have to…” Find a way to make it easy on them. “No!” We won’t do that.” Almost the same as can’t, but more emphatic. Still, make the attempt to find a solution.

Wait Times 117

Wait Times Customer Service Training Customers Customer Service 117

InteractionMetrics

APRIL 16, 2024

For example, Starbucks customers typically care much more about getting their order quickly than whether the barista uses their name–which is a nice touch and definitely affects the experience, just not by as much as how long the customer waits in line. What does your website say?

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52