Kristina Evey

NOVEMBER 19, 2014

I preach continually about the importance of Customer Service and am really happy to share this personal story. We happened to find ourselves there about 8 years and have returned every year because the service, food, and prices are so wonderful. She very politely apologized for the wait and assured us we’d be seated shortly.

Customer Service 228

Customer Service Customer Retention Loyalty Wait Times 228

InMoment XI

OCTOBER 19, 2023

In a world where customer service and support are crucial to business success, the importance of an efficient and effective contact center cannot be overstated. Contact centers are the beating heart of customer service operations, and is often considered as part of customer services best practices.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

Comm100

MAY 7, 2024

The demand for fast, efficient, and personalized customer service is growing – and growing fast. 54% of global consumers have higher customer service expectations than they did just one year ago, according to a recent Microsoft study. How to Streamline Customer Service with 7 Actionable Strategies 1.

Customer Service 233

Customer Service Strategy Self Service How To 233

Comm100

FEBRUARY 17, 2022

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand. Only 10% of customers say that most brands are meeting their expectations for a “good experience”. However, 82% of marketers believe that they are meeting customer expectations. Personalization.

Meeting 242

Meeting Brands Customer Service Omni-Channel 242

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

Call Center 130

Call Center Measurement Self Service How To 130

Joe Rawlinson

NOVEMBER 3, 2024

Customer service goes beyond responding to queries or concerns. This means shorter response times and improved resolution rates. Card scanning solutions not only make these processes more efficient but also significantly boost client satisfaction and loyalty. It focuses on making each interaction impactful.

Innovation 78

Innovation Customer Service Multi-Channel Loyalty Programs 78

Calabrio

MARCH 5, 2025

Analytics First Response Time (FRT): How to Measure and Improve Share What is first response time (FRT)? Tools often come with dashboards that highlight performance, making it easier to track and analyze how quickly your team responds to customers.

Measurement 100

Measurement How To Self Service Contact Center 100

ShepHyken

NOVEMBER 5, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses bridge the gap between customer expectations and satisfaction? What role does artificial intelligence play in enhancing customer service interactions?

Customer Service 73

Customer Service Self Service Social Media Customer Service Representative 73

ECXO

JANUARY 21, 2025

Customers were starting to complain about poor customer service, confusing user manuals, and the lack of durability in newer products. The Warning Signs One day, a young employee named Sophie, who worked in the customer service department, approached Max with a report. Max dismissed these complaints.

Customer Experience 156

Customer Experience Social Media Net Promoter Score Innovation 156

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 246

Omni-Channel Customer Service Chatbots Social Media 246

InMoment XI

OCTOBER 30, 2024

Importance of Customer Experience in Insurance A 2023 McKinsey survey of over 8,500 North American insurance customers suggests that CX initiatives are crucial to revenue growth and employee satisfaction. A positive customer experience fosters trust and satisfaction. Be transparent with your customers.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

ECXO

DECEMBER 25, 2024

Todays customers expect companies to: 1. Provide convenience and speed: Long wait times and cumbersome processes are deal-breakers. Heres why this is crucial for sustainable growth: Informed decision-making: Insights gathered from customers can drive innovation, identify opportunities, and uncover inefficiencies.

Customer Experience 156

Customer Experience Customer Journeys Social Media e-support 156

Thematic

MARCH 30, 2025

Customer service is more than just answering questions. It’s also about understanding what your customers need, sometimes before they even ask. That’s why customer service insights are important. Let’s explore eight ways these insights can take customer service from reactive to proactive.

Customer Service 62

Customer Service Strategy Self Service Airlines 62

Experience Investigators by 360Connext

JANUARY 21, 2025

Special guest co-host Andrew Carothers, CCXP, joins Jeannie Walters to discuss the evolving landscape of customer experience in 2025, highlighting innovative strategies by companies like AT&T and Samsung alongside challenges posed by automation, as seen in the Waymo incident.

Handbook 143

Handbook Wait Times Innovation Customer Journeys 143

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. The Science of Wait Times and Rewarding Customers. Listen along to learn more. .

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. Table of Contents.

Tools 238

Tools Customer Service Tips Omni-Channel 238

CSM Magazine

DECEMBER 4, 2024

However, ensuring an exceptional customer service experience for those purchasing or trading gaming skins can be a significant challenge for providers. From long wait times to unresolved disputes, poor service can frustrate customers and lead to lost sales and loyalty.

Customer Service 52

Customer Service Self Service How To Policies 52

CSM Magazine

OCTOBER 15, 2024

To excel in customer service, it’s essential to understand what works and what doesn’t. Here’s a comprehensive list of 21 customer service do’s and don’ts that can transform your interactions and create memorable experiences.

Customer Service 52

Customer Service Wait Times Feedback Customers 52

Comm100

APRIL 2, 2024

Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support. The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement.

Strategy 264

Strategy How To Wait Times Customer Satisfaction 264

CSM Magazine

NOVEMBER 6, 2024

Owning a franchise offers the chance to build on a popular brand’s success, but outstanding customer service is key to thriving. Great customer service helps franchise owners stand out, build trust, and keep customers coming back. Good service builds customer loyalty, making people feel valued and understood.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

CSM Magazine

JANUARY 8, 2025

If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.

Software 52

Software Self Service Customer Service Net Promoter Score 52

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

TechSee

OCTOBER 17, 2024

In the rapidly evolving landscape of customer experience (CX), businesses are constantly seeking innovative ways to enhance efficiency, reduce costs, and foster customer loyalty. This can strain support teams, lead to long wait times, and increase the risk of customer churn.

First Call Resolution 109

First Call Resolution Customer Satisfaction Telecommunications Innovation 109

Calabrio

MARCH 25, 2025

Customer Experience Why Chatbot QA Must Be a Top Priorityand How AI Can Help Share Customers know what they want and when they want itpreferably, now. Its no wonder, then, chatbots are becoming an increasingly popular feature of the customer service landscape.

Chatbots 130

Chatbots Contact Center Self Service Virtual Agent 130

Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Analytics 62

Analytics Customer Service Analysis e-support 62

TechSee

NOVEMBER 27, 2024

By actively listening to customers and gathering relevant information, enterprises can tailor their communication and service offerings accordingly. When customers feel heard and valued, they are more likely to develop trust and loyalty toward the brand. This reduces wait times and improves overall efficiency.

Customer Experience 124

Customer Experience Customer Centricity Net Promoter Score Culture 124

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. The survey dug deep into the aspects of customer service that made subscribers call it quits.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. That means a CX Manager isnt just responsible for handling customer concerns; theyre shaping how customers feel about the brand, turning one-time buyers into lifelong fans.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Comm100

DECEMBER 10, 2024

The world of iGaming is fiercely competitive, with countless platforms vying for players’ attention and loyalty. The rule of thumb is that it costs five times more to acquire a new player than to retain an existing one. Learn more Customer Story Armed with data, theres a lot more that you can do to engage your players.

Strategy 130

Strategy Multi-Channel Loyalty Social Media 130

InMoment XI

OCTOBER 25, 2024

It boosts customer trust and loyalty. Responding to reviews and addressing customer concerns builds trust. As a result, customers are more likely to stay loyal to your brand and even advocate for it. It’s easier to plan and prioritize once you understand the general opinion around your services.

Feedback 195

Feedback Management Social Media ROI 195

CSM Magazine

DECEMBER 2, 2024

Whether it’s a missing item or failed transaction, excellent customer support plays a pivotal role in ensuring customer satisfaction and loyalty. For businesses in the eSports industry, offering top-notch customer support is not optional—it’s essential. It builds trust.

Customer Service 52

Customer Service How To Chatbots Effort Score 52

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Strategy How To 52

Kayako

MARCH 29, 2019

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers.

Customer Service 149

Customer Service Self Service Average Handle Time Metrics 149

ShepHyken

OCTOBER 21, 2024

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does enhancing the employee experience contribute to a phenomenal customer service experience? How can businesses balance automated customer service solutions with human interactions?

Self Service 82

Self Service Customer Experience Banking Wait Times 82

CSM Magazine

OCTOBER 16, 2024

However, with this opportunity comes a significant challenge: clear and effective communication with customers who speak different languages. With customer service being a vital touchpoint for any business, seamless multilingual support has become essential for enhanced customer satisfaction and loyalty.

Customer Service 52

Customer Service How To Customer Service Representative Tools 52

Calabrio

MARCH 22, 2025

In this complete guide to call center management, well untangle some of these complexities, offering actionable strategies and best practices to optimize your contact center and drive sustainable growthultimately transforming it into a strategic asset that enhances customer loyalty and strengthens your business’s bottom line.

Contact Center 130

Contact Center Management Strategy Call Center 130