The Contact Company

JANUARY 13, 2021

Time after time the importance of customer service and the customer experience has been proven to be at the top of the list when it comes to both attracting and […]. The post Customer Service Statistics you Need to Know in 2021 appeared first on The Contact Company.

Customer Service 52

Customer Service Customer Experience 52

The Contact Company

JUNE 10, 2021

As a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. One we often get asked about is WhatsApp messenger and whether or not they should be offering this as a customer service channel.

Customer Service 52

Customer Service Social Media Customer Relationship Management AI 52

Zendesk

MAY 5, 2021

As a customer service agent, being a great communicator means everything. But your ability to communicate well goes beyond listening to what your customers and team members say. Understanding the various communication styles can help you improve your relationships with customers and colleagues alike.

Customer Service 59

Customer Service Social Media Contact Center CX 59

The Contact Company

JUNE 10, 2021

As a customer contact provider with many years’ experience, our partners look to us for advice on the contact methods they should be utilising. The post 4 things you need to know about WhatsApp for customer service appeared first on The Contact Company. One we often get asked about […].

Customer Service 52

Customer Service Customer Experience 52

Zendesk

AUGUST 4, 2021

Because cloud computing is the norm in our distributed, digital-first world, and startups need digital-first support strategies to help them grow by gaining and retaining customers. Scaling your startup with customer service. “In A SaaS startup needs to stand apart from the herd at every phase of development.”.

Customer Service 98

Customer Service Social Media CX AI 98

UJET

SEPTEMBER 7, 2018

Customer support is a vital part of your business. Your customer service agents are on the front line with the customer, and they need to be able to provide the best possible support at all times.

Customer Service 122

Customer Service Contact Center 122

Win the Customer

JANUARY 17, 2014

The easiest way to make sure that you deliver exceptional customer service is to know exactly what your customers want. Call Center Customer Service Infographic Customer Experience Customer Relationship infographic'

Customer Service 145

Customer Service Customer Relationship Customer Experience 145

Myra Golden Media

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. Let me show you.”.

Retail 66

Retail Customer Experience Customer Service 66

Inside Customer Service

APRIL 11, 2024

This training plan is for customer service managers and trainers. It helps you use the Customer Service Foundations course on LinkedIn Learning with your team. It also helps experienced customer service pros refresh their skills. Access to Customer Service Foundations for all participants.

Customer Service 220

Customer Service Start-ups Customer Expectations 220

Inside Customer Service

SEPTEMBER 14, 2023

A customer walked into Nordstrom with two tires and asked for a refund. Nordstrom doesn't sell tires, so the customer clearly didn't buy the tires from that store. Yet the associate gave the customer a refund anyway. You need legendary stories of your own if you want to deliver legendary customer service.

Start-ups 228

Start-ups Customer Service Customer Survey Customer Feedback 228

Inside Customer Service

DECEMBER 7, 2023

You're a customer service trainer. You care deeply about helping employees develop customer service skills. The manager delegates customer service training to you and expects you to do all the work. It bothers you when employees' managers aren’t nearly as invested. It's a broken model.

Customer Service 228

Customer Service Start-ups 228

Inside Customer Service

MARCH 30, 2023

You want to build a service culture. This guide shares everything you need to know to get started. Contents: What is service culture training? When is the best time for service culture training? Conclusion What is service culture training? Naturally, you think of training. more info ) What does it mean?

Construction 182

Construction Customer Service Customer Experience 182

Inside Customer Service

AUGUST 10, 2023

You want your team to grow their customer service skills. My advice is to focus on three fundamentals: Rapport Listening Problem-solving These skills are the foundation of consistently great service. Rapport Skills Building rapport is the process of getting customers to know, like, and trust you.

Customer Service 199

Customer Service Start-ups 199

Inside Customer Service

MAY 11, 2023

You've sent your team through customer service training. I've repeatedly used them to demonstrate the impact of customer service training to executives. Why evaluate customer service training? Step 1: Identify expectations Start by meeting with the person who asked for the customer service training.

Mystery Shopper 182

Mystery Shopper Customer Service Mystery Shopping Start-ups 182

Execs In The Know

MARCH 7, 2024

The landscape of financial services evolves constantly, with tech advancements redefining the word “possible” for an industry that has long struggled to fully leverage customer insights. When fueled by an organization’s own data, generative AI can uncover hidden patterns, predict customer trends, and optimize decision-making processes.

AI 111

AI Actionable Insights Innovation Compliance 111

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

CX 97

CX CXM Education Social Media 97

Zendesk

FEBRUARY 12, 2024

Workforce engagement management is key to not only meeting, but exceeding customer expectations. A traditional satisfaction score won’t tell you everything you need to know. “While most QA software can only score up to 5 percent of CX interactions, Klaus automates QA across 100 percent of customer support interactions. .”

AI 144

AI Customer Expectations Customer Satisfaction CX 144

DMG Consulting

MAY 2, 2024

Making Self-Service More Intelligent View this article on the publisher’s website Omnichannel self-service solutions are a requirement for companies that want to deliver a cost-effective and consistently outstanding customer experience (CX). Intelligent virtual agents (IVAs)—a.k.a.

Artificial Intelligence 59

Artificial Intelligence Contact Center AI Omnichannel 59

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience ML Social Media CX 83

Bill Quiseng

MAY 24, 2023

If that should change, I’ll let you know.” It’s the same for customer service. You already know what customer service is, but to make it flourish, you and your team need to be reminded periodically. So, I offered people a continuous education in customer CARE. You NEVER say I love you back.

Customer Service 113

Customer Service Education Customer Loyalty 113

Fonolo

FEBRUARY 29, 2024

This means hiring trained staff, testing your vulnerabilities, and creating and maintaining a robust strategy that meets your needs. Make sure you let your customers know about your efforts. Talk about them in your consumer-facing marketing because customers care about security. They need to know that you do, too.

Contact Center 87

Contact Center Artificial Intelligence AI CX 87

Bill Quiseng

FEBRUARY 7, 2024

This is not a customer service training class. And training is top-down, one-way “I know everything, you know nothing” instruction. And the job of employees is to serve to satisfy the customer. Ideally, all of you will be enthused and energized to engage customers, not just to satisfy, but to WOW them.

CX 78

CX B2C Hospitality Hospitality 78

C3Centricity

MAY 12, 2024

Today, most markets are saturated, and companies are fighting for the same customers. This is why organisations should no longer aim for customer satisfaction but rather delight. But how can you delight your customers so they remain loyal? Another company renowned for its customer service is Zappos , an online retailer.

Customer Satisfaction 62

Customer Satisfaction Retail Customer Service Customer Expectations 62

Beyond Philosophy

MAY 9, 2024

A Master Class: Unlocking The Psychology of Customer Experience Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: This issue is the first in an eight-part series to explore customer behavior and the psychology driving it.

Start-ups 78

Start-ups Customer Experience Sales 78

Totango

FEBRUARY 23, 2024

Apple and IBM Peanut butter and jelly Martha Stewart and Snoop Dogg Marketing and Customer Success They are all unexpected — yet incredibly successful — partnerships. On the other hand, the CCO focuses on what happens after the sale, overseeing onboarding, customer support, driving retention, and minimizing churn.

Customer Acquisition 93

Customer Acquisition Sales CRM Innovation 93

TeamSupport

JUNE 29, 2023

Does your customer service software help you measure customer expectations? Understanding the relationship between customer expectations and customer satisfaction is crucial to business success. What’s The Benefit Of Focusing On Customer Satisfaction?

Customer Expectations 97

Customer Expectations Customer Satisfaction Net Promoter Score NPS 97

Bill Quiseng

FEBRUARY 14, 2024

From me to you, from one customer service advocate to another, Happy Valentine’s Day. On this special day, I wish each of you the very best, but I already know you’re one of the very best. When we express our appreciation to each other and our fellow business professionals and customers, let’s not be just good.

CX 78

CX Customer Service Customer Satisfaction Customer Loyalty 78

Fonolo

DECEMBER 8, 2023

Today’s trends are tech-driven Today’s top customer service story is all about technology. For example, big data makes things like hyper-personalized customer service possible, but it also puts enormous stress on data security. But we think the bigger payoff will be found on the agent side.

Contact Center 81

Contact Center Artificial Intelligence Sports AI 81

Experience Investigators

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

Net Promoter Score 94

Net Promoter Score CEM CX Customer Experience 94

TeamSupport

OCTOBER 4, 2022

A customer can expect everything from the ordinary to the seemingly impossible. But whether or not a customer is asking you to take them to the Moon or provide a simple reporting apparatus, your business needs to be able to meet their expectations in at least some manner, or risk the consequences. Openly discuss solutions.

Customer Expectations 126

Customer Expectations B2B Customer Service Customer Experience 126

Experience Investigators

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

AI 52

AI Sentiment Analysis Artificial Intelligence Customer Experience 52

Win the Customer

NOVEMBER 30, 2020

Being an exceptional customer service representative comes with specific requirements. One of them is understanding the effect of using service phrases. Your goal as a customer service employee is to hear problems and bring solutions. As long as you know how to solve the issues arising, you’re successful.

Customer Service 170

Customer Service Gaming Start-ups Customer Experience 170

ECXO

APRIL 18, 2024

posts header on ECXO The Story of Jose – A Tale About Customer Experience Once upon a time in the bustling city of Metropolis, there was an extraordinary lion named Jose. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture. Was this routine exhausting?

Customer Experience 103

Customer Experience Start-ups Customer Feedback Sales 103

Intercom

NOVEMBER 29, 2023

The rules of customer support are being totally rewritten, and anyone who thought “this whole AI thing” would eventually blow over is updating their predictions. But what does your team need to do to embrace the all-powerful combination of human and AI-powered support?

Customer Service 89

Customer Service AI Start-ups Innovation 89

Fonolo

MARCH 2, 2023

Our influencers discuss how digital transformation is fast-tracking changes to the agent’s role, and why you need to take your customer service to social media. The rise of artificial intelligence and its impact on self-service was a huge topic of interest. Customers love it. And not a moment too soon.

Contact Center 141

Contact Center Artificial Intelligence Sentiment Analysis AI 141

Shep Hyken

JANUARY 11, 2023

Most everyone in the business world is familiar with the idea of customer experience (CX). You can’t have a consistent and predictable CX without an EX to support it. . Most businesses today use technology to meet their customers’ needs. But what about the employees’ needs? Make it easy. But employees do care.

Customer Experience 116

Customer Experience AI CX Technology 116

Customer Think

DECEMBER 29, 2022

My comments on Service Recovery as Your Superpower. So often I hear having a service and doing a great service recovery is good for you. Is an unnecessary service because of a defect good for a customer? If you reach this point, you do need service recovery. Make service a profit centre.

Manufacturing 116

Manufacturing 116