Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 246

Customer Service Social Media Omni-Channel Connections 246

Steve DiGioia

JUNE 11, 2020

Customer service is a 2 way street. It takes both sides of the interaction doing their part to provide a great customer experience. The “give and take of life” doesn’t stop at the service counter – it continues, always. No, I’m the customer! No, I’m the customer!

Tips 179

Tips Customer Service Policies Customers 179

Comm100

DECEMBER 16, 2024

Over the years, customer service has undergone a dramatic transformation, driven by rapid advancements in technology. A sector that once relied on phone calls and long email threads has shifted to a world of instant messaging, AI chatbots, and automated systems designed to meet customer needs faster than ever before.

Customer Service 130

Customer Service Self Service Chatbots Omni-Channel 130

Steve DiGioia

MAY 27, 2019

But their motto really stands for “always in a state of readiness in mind and body to do your DUTY” We customer service leaders can learn from their motto because there are at least 33 ways the Boy Scouts can improve your customer service. 3. To forgo our mandated policies to satisfy a good customer.

Customer Service 184

Customer Service Policies Customers Training 184

Steve DiGioia

MARCH 9, 2020

It’s a tried and true method to improve your customer service. Today’s post will give you 23 service improvement tactics that work. But first, let’s reevaluate your policies and procedures. Policies and Procedures. How often do you reevaluate your policies and procedures? customer service consultant.

Policies 310

Policies Competitive Advantage User Experience Comparison 310

ECXO

JULY 16, 2024

The Ripple Effect: Sleep and Customer Experience Elevated Customer Service: Employees who are well-rested are more attentive, empathetic, and responsive to customer needs. They are capable of providing superior customer service, addressing concerns efficiently, and creating a positive customer experience.

Customer Experience 348

Customer Experience Policies Culture Innovation 348

InMoment XI

MAY 4, 2022

Satisfaction is largely influenced by the value of services provided to customers. Employee satisfaction, in turn, results primarily from high-quality support services and policies that enable employees to deliver results to customers.” ( Putting the Service-Profit Chain to Work , Harvard Business Review, 1994).

Loyalty 435

Loyalty Call Center Leadership Call Center Solutions 435

Bill Quiseng

APRIL 18, 2021

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. QUI CUSTOMER SERVICE LEADERSHIP STRATEGY.

Social Media 167

Social Media Customer Service Self Service Customers 167

Steve DiGioia

MAY 25, 2020

Great customer service is comprised of many things. Besides policies and procedures which lead to a satisfied customer, your smile, positive words, and open body language are just as important – and many say even more important. Here are a few ways businesses can put their customers at ease.

Policies 328

Policies Tips Customers Groups 328

Retently

OCTOBER 11, 2024

The challenge lies in ensuring that every touchpoint across all channels meets the high standards your customers expect. This is where Quality Assurance tools come into play—they help pinpoint inconsistencies, monitor agent customer service performance, and highlight areas for improvement.

Ecommerce 133

Ecommerce Retail Software Customer Service 133

Comm100

OCTOBER 26, 2022

To improve customer service, there’s only one place every company should start – meeting customers’ expectations. Today’s consumers have ever-changing and ever-rising customer service expectations, and organizations must meet these expectations if they are to continue growing their business. SLA policies.

Customer Service 130

Customer Service Policies Knowledge Base Social Media 130

ShepHyken

FEBRUARY 18, 2025

He shared an amazing answer: The enemy of customer service is pride. If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! If youve been following my work, you know one of my favorite concepts is The Customer Is NOT Always Right ! Can you see the conflict?

Customer Service 99

Customer Service Policies Customer Service Training Customers 99

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. Be open about policies and anything you know the customer might question or simply not like.

Customer Service 161

Customer Service Tips Guidelines Policies 161

Lumoa

JANUARY 27, 2023

This is especially true when it comes to serving your customers. Customer service in the 21st century is not just the prerogative of one specific department but of every business process, role, and philosophy. This article looks at how customer service can be optimized for better results.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Alida

JULY 29, 2021

Since everyone can, in an instant, compare companies on all things related to the customer experience , delivery time, customer service, return policies, and even branding are included in the decision process.

Customer Experience 246

Customer Experience Policies Customers Brands 246

Kayako

MAY 13, 2022

Today’s customer expects efficient, seamless interactions with products, services, and customer service help across various devices. Fortunately, customers also like to help themselves. The portals also automate routine customer issues such as changing account information or passwords. Privacy policies.

Self Service 275

Self Service Knowledge Base e-support Policies 275

Kayako

SEPTEMBER 28, 2022

In today’s world, many companies are focusing on improving customer relationship management, and rightly so. Getting customer service right isn’t easy. A quick review of the most popular posts on LinkedIn shows that employees are internal customers with pain points and needs as well. What is Internal Customer Service?

Technology 156

Technology Self Service Tips Customer Service 156

Steve DiGioia

JANUARY 18, 2021

McDonald’s corporate policy was to serve it at a temperature that could cause serious burns in seconds. The Company Best Practices Don’t Match the Customer’s Needs. How can a company be at fault when practices and policies are put in place to do what they believe is best for their customers?

Customer Experience 298

Customer Experience Policies Customers Report 298

C3Centricity

MAY 12, 2024

Deliver Exceptional Customer Service Exceptional customer service is the first essential step to plan. A study by American Express found that 70% of consumers are willing to spend more with companies they believe provide excellent customer service.

Loyalty 260

Loyalty Exceptional Customer Service Loyalty Programs Customer Service Representative 260

InMoment XI

OCTOBER 30, 2024

There are several best practices, trends, and challenges you need to consider to deliver an exceptional customer experience in insurance. What is Customer Experience in Insurance? Customer experience (CX) in insurance refers to the overall journey customers go through when purchasing a policy from an insurance provider.

Insurance 195

Insurance Customer Satisfaction Customer Experience Strategy 195

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Nobody’s picking up the phone.

Sales 277

Sales Loyalty Programs Social Media Policies 277

ShepHyken

JULY 2, 2021

He writes about the do’s and don’ts of social media customer service. We already know more brands are using social media as a customer service channel for answering FAQs, customer complaints, and general support questions. . It’s time to review the do’s and don’ts of social media customer service. .

Social Media 149

Social Media Customer Service Chatbots Self Service 149

Comm100

SEPTEMBER 15, 2022

To offer this experience to customers successfully and efficiently, organizations are adopting omnichannel customer service platforms. The benefits of omnichannel are clear, but before we dig more into this, let’s first answer the question “what is omnichannel customer service?”. Channel choice.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

Steve DiGioia

AUGUST 16, 2021

Your employees: Know which company policies “tie their hands” and make their job more difficult. Remove restrictive rules and policies – untie their hands. The post 10 Actions to Bring Your Team Into Your Confidence Zone appeared first on Steve DiGioia Customer Service Blog. See the weakness in their managers.

Policies 245

Policies Leadership Course Management 245

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Here are just a few questions to get started. Does your organization have formal environmental policies and practices? This is especially true for smaller, privately-owned companies.

Contact Center 177

Contact Center Policies Effort Score Government 177

PeopleMetrics

JANUARY 24, 2025

In Listen or Die , I emphasized that customer service (CS) and customer experience (CX) are not interchangeable. CS: Defining the Difference As a reminder: Customer Experience (CX) : The total sum of every interaction a customer has with your company, spanning digital platforms, product usage, service touchpoints, and more.

Customer Service 118

Customer Service Customer Journeys Touchpoint e-support 118

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

ECXO

JUNE 23, 2024

” This is an excellent question, and I’m genuinely enthusiastic about discussing customer success! Transforming a standard customer service team into a highly efficient customer success team requires several essential steps. It holds significant importance for any business.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

Experience Investigators by 360Connext

AUGUST 3, 2021

For more information, view or Terms of Service & Privacy Policy. Three Activities for Customer Experience Quick Wins: 1. What do customers really want? And if your your customer service copy is not worth the time to read it, then start over and take the time you need to make it worthwhile.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

CX Accelerator

JANUARY 11, 2021

Customer service as a differentiator. , Roy Atkinson shares this wonderful insight, "Tony Hsieh and his approach to customer service and CX impacted me and the industry in a big way. Inspiring service workers. He helped to give great pride to an entire generation of service workers. I could go on and on.

Return on Investment 266

Return on Investment Customer Centricity Culture Ecommerce 266

ShepHyken

JULY 30, 2024

We can call it Lousy Service Versus Good Service , or a better title I came up with: The Dark Side Versus the Shep Side. The Dark Side of service is just bad. The opposite is what I teach in my CX keynote speeches and customer service training program. Shep Side: Customers don’t wait.

Customer Service 89

Customer Service Policies Customer Service Training Training 89

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Fortunately, as Bonigala notes, “These kinds of people are actually good for the company, because they expose holes in your customer service process that can be exploited.”. Optimize Your Customer Complaint-Handling System.

Customers 229

Customers eBook Policies Customer Service Training 229

ECXO

JUNE 15, 2021

Customer-centricity can’t be achieved overnight – it requires dedicated commitment from everyone in the organization as well as shifting mindsets and behaviors. It’s not a project that you start and finish nor just about offering great customer service. However, believe it or not, a shift can happen!

Customer Centricity 358

Customer Centricity Culture Tips Company 358

CX Accelerator

NOVEMBER 7, 2023

It was incredibly distressing to encounter a customer service representative who clearly couldn’t care less if I ever left my house again. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

Customer Centricity 316

Customer Centricity Company Airlines Net Promoter Score 316

BlueOcean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Here are just a few questions to get started. Does your organization have formal environmental policies and practices? This is especially true for smaller, privately-owned companies.

Contact Center 156

Contact Center Policies Effort Score Government 156

InMoment XI

JULY 16, 2024

If the company responds within minutes, offering an apology and a solution, it demonstrates a high level of customer care and responsiveness. This immediate engagement not only resolves the issue but also showcases the brand’s commitment to customer service.

Tips 195

Tips Management Social Media Hotels 195