How to Build a Strong Customer Centric Team
There is a big difference between appreciating the importance of customers within a business and creating a customer centric team..
Gas Utility Customer Satisfaction Reaches All-Time High
Gas utility business customer satisfaction scores have reached their highest levels ever, as measured in the J.D. Power 2017 Gas Utility Business Customer Satisfaction Study, SM. With an overall satisfaction score of 792 (on a 1,000-point scale), gas utility business customers are now the most satisfied among all utility customers surveyed by J.D. Power. “Gas … Read more
Customer Experience and Omnichannel are Top Priorities for Banks in 2018
Building stronger customer experiences and unifying their digital and traditional channels will be a top priority for bankers in 2018, according to Computer Services, Inc.’s annual Banking Priorities Executive Report. Nearly half of the respondents (48 percent) plan to increase spending on customer experience initiatives in 2018, with the same percentage indicating that reaching new … Read more
Social Media Emerges as Wireless Customer Service Channel of Choice
Could social media be realizing its true calling as the ultimate customer service channel?
Global Report Reveals Customer Engagement Opportunities for Utilities
A global study of 20,000 utility customers across 20 countries by Homeserve reveals the latest challenges and opportunities for Utility Providers..
Better Customer Service with Chatbots?
Malene Wessel believes chatbots can boost a company’s customer service, taking over some of the most simple and frequent types of customer contacts..
5 Ways to Ensure Your Customer Service Is a Hit This Year
Shep Hyken offers some solid tips to ensure your customer service takes off in the coming year..
Customer Service Predictions for 2018
Now that 2017 has come to an end, here are some customer service predictions for 2018 brought to you by Fara Haron, CEO of CRM Solutions at Arvato..
Burger King Offers a Restaurant to It’s Biggest Fan
For Christmas, Burger King France decided to surprise their biggest Facebook fan by offering him the biggest gift ever..
What Representatives Wish Customers Knew Before Calling In
More than 1,200 Arvato customer service representatives share tips, insights to help customers when reaching out to contact centers..
2018 Customer Contact Innovation Awards Shortlist Announced
Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards..
Allianz Global Assistance Recognized for Customer Experience Excellence
Allianz Global Assistance USA has been named a winner in the sixth annual Customer Experience Excellence Awards. The annual awards program, managed by Temkin Group, recognizes companies that are being innovative in their efforts to become more customer-centric. Allianz Global Assistance was recognized for its innovative program to map and review its customers’ journey with … Read more
Get on the Same Page with Your Customer—Literally
Learn how the latest live chat features are driving customer satisfaction and retention..
Gen Z Rely on the Internet Primarily for Social Media and Entertainment
A new, national study commissioned by WP Engine and conducted by the Centre for Generational Kinetics explores the mindset, preferences, and expectations of Generation Z, Millennials, Generation X and Baby Boomers for their current and future digital experiences. “The Future of Digital Experiences” study, which surveyed 1,005 people in the EU ages 14 – 59, … Read more
The Most Important Thing in Customer Experience
Kristina Evey reveals the one thing we must keep in mind when managing the customer experience..
Could You Survive If 25% of Your Customers Left Tomorrow?
According to a research conducted by McKinsey and Company, 25% of customers will leave after just one bad experience..
Get Ready for Customer Contact Week 2018!
The largest global customer contact series is coming to Glasgow!
Do Your Employees Love Your Brand?
No matter how much you invest in customer service, if your frontline employees do not love your brand then the customer experience will suffer..
How to Get More Customers to Take Your Surveys
If you want to boost your customer survey response rate there are two important factors to consider. Shep Hyken explains..