Kayako

MAY 11, 2017

By always looking for what more you can do for your customers , you’ll ensure your company holds a place in your industry as a thought-leader and pioneer. Anticipating the needs of your customer to provide exceptional customer service. To do so, you’ll need to know: Who your customers are.

How To 289

How To Case Study Customers Industry 289

Comm100

JUNE 30, 2016

The course, Culture of Service: New Perspective on Customer Service Relation , includes video lectures and discussion board forums—currently archived, you can use the course material to study independently, or sign up to be notified about the next enrollment date in order to take the class in real time with other global students.

Customer Service Training 186

Customer Service Training Course Training Customer Service 186

CSM Magazine

JANUARY 15, 2025

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact.

Customer Service 52

Customer Service First Call Resolution Call Center Exceptional Customer Service 52

CSM Magazine

JANUARY 30, 2024

Case Studies: Companies That Prioritize Customer Service Pioneers of Customer-Centric Excellence Let’s dive into real-world case studies to illuminate the exceptional commitment of companies that have elevated customer service to an art form. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CSM Magazine

OCTOBER 21, 2024

Labour costs in the Philippines are significantly lower than in Western countries, allowing companies to reduce their operational expenses while still delivering exceptional customer service. Data-driven insights are another key innovation in customer experience.

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

CSM Magazine

FEBRUARY 6, 2025

Weve rounded up some of the best MBAs that emphasize customer service excellence, leadership, and innovation to help you make an informed decision when choosing which MBA to study. Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Examples 36

Examples Customer Service Case Study Hospitality 36

Customer Enthusiast

JANUARY 23, 2017

The host took exception to the word “voluntary”, stating that, in his mind, it’s not voluntary – and he cited his support staff as an illustration saying that, if properly screened and trained, employees have no choice but to provide exceptional customer service. Because exceptional customer service is always voluntary.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Course Retail 40

Comm100

NOVEMBER 29, 2021

Advances in technology and shifts in customer preferences mean live chat best practices are often changing. We have been building live chat software for more than 10 years, helping brands like IBM, HomeTrust Bank, and Canadian Blood Services to deliver exceptional customer service. Let’s get started!

Average Handle Time 246

Average Handle Time Software Exceptional Customer Service Video 246

Vonage

APRIL 25, 2017

He pored through the local papers and studied radio and television programs. And when Harvey Mackay walked on stage to deliver his 90-minute presentation, he had more customized notes sticking to the pages of his speech than I have seen anyone carry in years! Key learning point for customer service skills.

Customer Service 145

Customer Service Exceptional Customer Service Culture Contact Center 145

ShepHyken

FEBRUARY 14, 2018

If someone is willing to spend more, they will surely expect to get more value, and that value should be in the form of a better customer experience. A recent study by Aspect found that 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service.

Exceptional Customer Service 94

Exceptional Customer Service Study Customer Service Training Customer Service 94

CSM Magazine

JUNE 20, 2016

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders. We have come a long way within the customer service industry since Automatic Call Distributor (ACD) technology in the 1960s.

Omni-Channel 40

Omni-Channel Exceptional Customer Service Self Service Customer Service 40

InMoment XI

SEPTEMBER 12, 2023

These could be features that no current products offer, service needs that are not adequately addressed, or new ways to engage customers. Capitalizing on Competitor Weaknesses Studying your competitors’ strategies through competitor analysis will expose their strengths, but more importantly, their weaknesses.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

CSM Magazine

OCTOBER 18, 2022

A customer’s preference for their native language is often a deciding factor in whether or not they will do business with a company. In today’s global economy, it is more important than ever for businesses to offer customer service in multiple languages.

Exceptional Customer Service 52

Exceptional Customer Service Customer Service Social Media Culture 52

Lumoa

APRIL 24, 2018

Finally, there are research studies that question the validity of the science behind NPS." Steve Towers Customer Experience & BPM Visionary, Keynote Author, Board Advisor & Judge. But the same can be said for companies using the Customer Effort Score or even the old-fashioned satisfaction. blog linkedin twitter Why?

System 317

System Effort Score NPS Net Promoter Score 317

ImprintCX Articles

JANUARY 7, 2025

A 2017 Industrial and Organizational Psychology study found that intrinsic motivation surpasses extrinsic motivation in driving employee engagement. Engagement Drives Better Customer Outcomes Disengaged Employees Harm CX : Disengaged employees are 50% less likely to provide exceptional customer service.

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

Experience Investigators by 360Connext

APRIL 14, 2020

Certified Customer Experience Professional (CCXP) Jeannie Walters shows how to set up a customer journey mapping program for success, introduces tools and techniques to execute the journey mapping process, and explains how to go deeper to test your understanding and take action. Journey Mapping: Case Study in Action.

Customer Journeys 374

Customer Journeys How To Course Touchpoint 374

Alida

FEBRUARY 1, 2017

A new study from the digital agency Wunderman provides some answers. The study, called Wantedness, reveals eye-opening insight on what it takes to attract and retain customers. Business leaders who are serious about becoming more customer-led can learn a lot from this fascinating study. Here’s why.

Study 100

Study e-support Competitive Advantage Touchpoint 100

ShepHyken

FEBRUARY 24, 2020

While you may or may not be a retailer, the thinking behind their customer-focused solutions is something everyone should study. There’s even an interesting prediction about how this year’s elections are changing the way customers think about how they like doing business with a company.

Customer Service 82

Customer Service Exceptional Customer Service Retail Ecommerce 82

Michel Falcon Experience

AUGUST 22, 2014

We run to complain but move like snails when given the opportunity to recognize exceptional customer service. I’ve studied customer experience management for nearly a decade and have recognized a few trends. First, I believe customer service is improving.

Customer Service 117

Customer Service eBook Exceptional Customer Service Tips 117

ShepHyken

SEPTEMBER 29, 2023

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

Vonage

JULY 25, 2016

New technologies and the growing number of service channels available to consumers has increased the complexities of delivering exceptional customer service. New and emerging technologies have created customers that are better informed and connected than ever before. How do you identify areas to improve?

Feedback 120

Feedback Brands Exceptional Customer Service Social Media 120

ShepHyken

JANUARY 7, 2019

My Comment: I’ve been studying and writing a lot about the subscription model over the past year. For the company that figures it out, it positively impacts the bottom line, and just as important, positively impacts the customer’s experience.

Customer Service 105

Customer Service Contact Center Tips Chatbots 105

ECXO

SEPTEMBER 4, 2024

How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Yep, It Works.

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? Now, let’s get down to the advantages.

Chief Customer Officer 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. Luckily, you know different. Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Kustomer

JUNE 8, 2021

In a study conducted by The Global Consumer , more than one-third of global consumers purchased products online at least once per week. This means it’s more crucial than ever to focus on the e-commerce customer service experience. The world is rapidly changing and that’s good news for businesses in the e-commerce space.

Customer Service 100

Customer Service e-support Self Service Omni-Channel 100

Interactions

JUNE 8, 2023

The Interactions’ survey conducted in March 2023, titled “CX and the Consumer: Pitfalls and Possibilities,” involving 1,000 US consumers, demonstrates how exceptional customer service can be utilized as a potent instrument for cultivating long-lasting connections with customers, leading to enhanced loyalty and business expansion.

Customer Service 62

Customer Service Exceptional Customer Service Omni-Channel Customer Service Representative 62

UJET

JUNE 4, 2021

This is especially true for customer service and contact centers, where the drive to digital can’t come at the expense of exceptional customer service. Studying the transformation process itself, BCG determined that the odds for success in digital transformation were just 30%. Work Toward Lasting Change.

Contact Center 121

Contact Center Roadmap Leadership Competitive Advantage 121

ProProfs Chat

JANUARY 25, 2019

Understand Customer Pain Points. Listening to your customer needs is an integral part of providing exceptional service. According to a study, 76% of customers expect that businesses should understand their needs and wants. Most customers wouldn’t want to wait that long for a response. Final Thoughts.

CRM 79

CRM System Customer Service Poor Customer Service 79

Zonka Feedback

JANUARY 12, 2024

In today's highly competitive business world, providing exceptional customer service has become indispensable for success. According to a study conducted by Microsoft, a staggering 97% of customers consider customer service to be a critical factor in determining their loyalty to a brand.

Customer Satisfaction 52

Customer Satisfaction Tools Exceptional Customer Service Survey 52

Zonka Feedback

JULY 4, 2023

Want to measure & improve your Helpdesk Customer Experience? Exceptional Customer Service is no longer just a luxury; it's a necessity. So much so that the value of a great Customer Experience and service has surpassed factors like price and product. Check out this blog to find quick tips to get started.

Measurement 52

Measurement Tips Customer Experience Exceptional Customer Service 52

ShepHyken

AUGUST 30, 2019

The next step to growing your customer lifetime value is to start segmenting your customers. There will always be different types of customers for your products and services. Sustain Your Customer Lifetime Value Through Exceptional Customer Service.

Loyalty Programs 110

Loyalty Programs Lifetime Customer Loyalty Poor Customer Service 110

Comm100

JULY 29, 2020

Advances in technology and shifts in customer preferences mean live chat best practices are often changing. We have been building live chat software for more than 10 years, helping brands like IBM, HomeTrust Bank, and Canadian Blood Services to deliver exceptional customer service. Let’s get started!

Average Handle Time 130

Average Handle Time Video Exceptional Customer Service Software 130

Zonka Feedback

JUNE 30, 2023

Gather valuable feedback from customers following their interactions with Customer Support using these Helpdesk Survey Questions & Best Practices. In today's highly competitive business landscape, providing exceptional customer service has become indispensable for success.

Survey 52

Survey Exceptional Customer Service Study Feedback 52

Joe Rawlinson

MAY 18, 2016

Hence, they don’t put up with any negative customer service because they know they deserve better. Why Great Customer Service Matters. Exceptional customer service matters to your consumers. Ergo, customer service is a vital component that can bring your business to greater heights.

Brands 94

Brands Customer Service Social Media Exceptional Customer Service 94

ShepHyken

AUGUST 7, 2020

Take regular follow-ups with your customers before and after they purchase a product. Know Your Customers Well. The key to exceptional customer service is knowing your customers well. Disney’s customer service works on the concept of “guestology,” which is the study of their guests.

Customer Service 100

Customer Service Guidelines Exceptional Customer Service Lifetime Customer 100