Customer Service
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What to expect from consumers in 2016

What to expect from consumers in 2016 | Customer Service | Scoop.it
Marketing as usual is not going to be an option in 2016. Consumers are becoming less forgiving of brands that disappoint…

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malek's curator insight, January 3, 6:17 PM

Millennials are more individual than past demographic segments and should not be lumped into a single set of “characteristics”

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6 Tips To Make Customers Fall in Love with Your Self Service Community

6 Tips To Make Customers Fall in Love with Your Self Service Community | Customer Service | Scoop.it
If You Build It, Will They Come?
Customers considering the roll out of a customer support community are often concerned if their investment will pay off by deflecting contacts and increasing customer satisfaction. Here are some tips to ensure you see value and to make your community a

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How Does Technology Impact the Customer Experience? | CustomerThink

How Does Technology Impact the Customer Experience? | #customerexperience #customerservice #quality | https://t.co/y1q3GrFSCY


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5 Creative Ideas for Call Center Team Building

5 Creative Ideas for Call Center Team Building | Customer Service | Scoop.it
Call center team building is vital to employee motivation and productivity and key to delivering excellent customer service.

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Vocalcom's curator insight, February 19, 3:45 AM

Call center employees have the demanding job of representing the human face of a brand while delivering excellent customer service. Given the intense rhythm of a call center and the sometimes isolated nature of an agent’s work (especially for those working remotely), call center team building is essential to motivating employees, enhancing their sense of camaraderie and shared learning, and ultimately driving their productivity. Here are five ideas for bringing out the team spirit in a call center through call center team building.

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Email Customer Service Tips and Best Practices

Email Customer Service Tips and Best Practices | Customer Service | Scoop.it
Email customer service allows for efficient, timely, and thorough communication.

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Vocalcom's curator insight, February 12, 4:55 AM

Before the advent of social media, email was the prime method of written online communication. Yet, in our modern age, social media platforms seem to dominate as channels for quicker and savvier communication, playing an increasingly important role in the customer service sphere. However, just as email continues to serve people in their daily professional and personal communications, its significance in customer service should not be underestimated. An Econsultancy report found that 60% of consumers still prefer customer service via email, while an American Express study found that 38% of customers still turn to online customer support or email for simple issues. How can companies be sure to engage efficiently with customers on this all-important channel and deliver exceptional email customer service?

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3 Mistakes That Undermine Using Social Media for Customer Service

3 Mistakes That Undermine Using Social Media for Customer Service | Customer Service | Scoop.it
Here are 3 reasons why your social customer care programs might not deliver results:

1. Different teams use different tools

When you have multiple social media accounts on multiple social networks, customer-service related issues can come from anywhere. If you’re still managing things natively, you’ll miss these conversations entirely. If your company uses multiple disparate tools, things will fall through the cracks. It’s critical to get the right customer issues to the right team, which means you’ll need multiple departments working in the same environment. 2015 is a good time to upgrade to fuller, more comprehensive software solutions.

2. Your approval processes are not optimized

Depending on the industry and sensitivity of a message, up to dozen different departments can be involved. You need to find a way to optimize your approval process so that if there’s a crisis, it doesn’t take you days to form a response. I recommend creating custom approval paths through a social management system that can map to your existing processes. If your legal team needs to see something, for example, they’ll get notifications within the platform and via email. This eliminates the need for word documents and spreadsheets. It also keeps messages in one environment, which will streamline and speed-up internal communication. And it provides detailed history and governance compliance.

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How Many Employees Does It Take to Break the Customer Experience

How Many Employees Does It Take to Break the Customer Experience | Customer Service | Scoop.it

How many employees does it take to break the customer experience? Just one.


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Proactive Customer Service Drives Brand Loyalty

Proactive Customer Service Drives Brand Loyalty | Customer Service | Scoop.it
Proactive customer service means putting customers first and giving them exactly what they want, when they want it.

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Vocalcom's curator insight, February 17, 3:58 AM

What exactly does it mean to deliver great customer service? Is it enough to handle service requests efficiently and send post-contact surveys to know if the customer was satisfied? Or perhaps it’s important to send occasional marketing emails tailored to the customer’s needs? There are numerous ways to define great service, and the modern landscape of customer service is changing as rapidly as the technologies used to deliver it. Yet one point remains certain: brands must always put customers first, keeping their perspective at all times to deliver what they want.

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Can marketing tech track the entire customer lifecycle?

Can marketing tech track the entire customer lifecycle? | Customer Service | Scoop.it
The capability to follow a customer through all phases of the buying process has long been considered the holy grail of enterprise marketing. Has technology finally evolved to deliver on that process?

Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, February 17, 12:41 PM

Is your marketing stack capable of tracking the same customer across phases of the buying process? Here's why true integration of marketing technologies continues to be challenge.

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9 Oscar Worthy Funny Customer Support Videos - I Want it NOW

9 Oscar Worthy Funny Customer Support Videos - I Want it NOW | Customer Service | Scoop.it
Check Out Our Awesome List Of 9 Oscar Worthy Customer Support Videos That Perfectly Capture Customer Service At It's Best, Worst, And Absolutely Bizzare Moments!
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9 Oscar worthy funny customer service videos:

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20 BEST Customer Experience blogs that you MUST follow

20 BEST Customer Experience blogs that you MUST follow | Customer Service | Scoop.it

Written by Vivek Jaiswal | Co-founder, Customer Guru “No matter what, the very first piece of social media real estate I’d start with is a blog.’ ~ Chris Brogan.


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Don’t Confuse Customer Services with Customer Service

Don’t Confuse Customer Services with Customer Service | Customer Service | Scoop.it
This was originally published as a guest post on Shep Hyken's  customer service blog.   There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reeduce one of the most expensive costs in any business –…

Via Vocalcom
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Great article!

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Vocalcom's curator insight, February 3, 12:13 AM

There are only two ways to make a profit in business. One way is to increase sales. The other is to reduce costs. Companies have relied on technology to reduce one of the most expensive costs in any business – human labor. Banks have replaced tellers with ATM’s, direct deposit and internet banking. Gas stations and supermarkets have moved to credit card readers and scanners, reducing the number of cashiers and eliminating gas attendants and grocery store baggers. Even hotels are experimenting with robots to deliver room service.  But in this technological evolution, too many companies are confusing customer services with customer service. Customer services is all about how to speed up the transaction. Businesses have used technology to become more efficient at the process of serving customers.

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The Perks of Being Loyal: How to Build a Customer Loyalty Program That Works

The Perks of Being Loyal: How to Build a Customer Loyalty Program That Works | Customer Service | Scoop.it
Want to launch a customer loyalty program for your business? Read this first.

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the first club's curator insight, February 1, 2:01 AM

Be ready to make changes to the program based on how customers are responding to it.

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Infographic: What works, what doesn't in CRM

Infographic: What works, what doesn't in CRM | Customer Service | Scoop.it

CRM is a highly adopted strategy for managing your customers and prospects. So how do you make it work for your business?


Via Fred Zimny
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great infographic!

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malek's curator insight, February 2, 11:05 AM

Lack of executive sponsorship degrades CRM projects. 

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Why retailers must prioritise the customer journey in the battle for loyalty - Engage Customer

Why retailers must prioritise the customer journey in the battle for loyalty - Engage Customer | Customer Service | Scoop.it

Retailers failing to prioritise the importance of the customer journey in their quest to build consumer loyalty risk giving their competitors an advantage.  That’s the message from retail technology specialist K3 CRM, at a time when figures...


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The Best Ways to Promote Happy Staff and Customers for Improved CX | CustomerThink

The Best Ways to Promote Happy Staff and Customers for Improved CX | CustomerThink | Customer Service | Scoop.it

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Colin Taylor TRG's curator insight, February 19, 8:59 AM

Happy Employees deliver a superior customer experience which leads to happier employees- All hail the virtuous cycle - #custserv #cx #cctr 

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Attendee Volunteers: A Meeting’s Best Customer Service

Attendee Volunteers: A Meeting’s Best Customer Service | Customer Service | Scoop.it

Instead of using only internal teams, some associations are asking attendees to volunteer at meetings. The good news: It benefits everyone involved.


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4 Lessons for Delivering flawless Customer Service in your Business

4 Lessons for Delivering flawless Customer Service in your Business | Customer Service | Scoop.it
A Video featuring 4 Lessons for Delivering flawless Customer Service

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3 Ways to Boost Your Customer Service Listening | CustomerThink

3 Ways to Boost Your Customer Service Listening | CustomerThink | Customer Service | Scoop.it
You see a customer heading your way to complain.
Or maybe they’ve already submitted feedback and checked the “please follow up” box on the form. Or maybe your employees have warned you about the person who has complained to them already and is bringing her concerns up the chain.

In any case, you think you have the right customer service listening skills to truly hear her out. So you square your shoulders, practice your best “I’m truly concerned” face and prepare yourself to stay calm while hearing a rant.

And you are already doing it all wrong.
Listening to customers – or employees for that matter – can be challenging. They often don’t know the reason things have to work the way they do. They often complain about things you can’t change. They sometimes have already decided to just tell you a long, drawn-out story about why they will never deal with your organization again!

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Three dark social channels with a billion active users & how to use them

Three dark social channels with a billion active users & how to use them | Customer Service | Scoop.it
While marketers are justifiably attracted to the Facebooks and Twitters of the world, stats from Radium One show that nearly 70% of global sharing activity takes place in dark social channels.

These are channels in which sharing activity takes place out of public view.

But just because dark social channels are harder to work and track doesn't mean that marketers should ignore them.

In fact, there are now a number of dark social channels that are just as big – and even bigger – than Facebook.

Here's a run-down of these channels and how marketers can use them.

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malek's curator insight, February 18, 7:13 PM

social channel not messenger apps

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CX Journey™: You Can't Transform Something You Don't Understand

CX Journey™: You Can't Transform Something You Don't Understand | Customer Service | Scoop.it
Why is journey mapping important? Because you can't transform something you don't understand... and maps help you to understand.

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Funny Cartoon: "For a Ridiculous Customer Service Experience, Press 2" - I Want it NOW

Funny Cartoon: "For a Ridiculous Customer Service Experience, Press 2" - I Want it NOW | Customer Service | Scoop.it
Learn Important Lessons In Customer Service Through The Hilarious Fails And Story-Worthy Experiences That Inconsistent Customer Service Can Create, As Demonstrated By This Funny Cartoon!
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funny customer service cartoon

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15 Social media marketing stats you need to know - Open Access BPO Neo Captive Blog

15 Social media marketing stats you need to know - Open Access BPO Neo Captive Blog | Customer Service | Scoop.it
These figures will help you craft a winning social media marketing strategy.

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Driving a better customer experience through marketing automation, it’s not an oxymoron | CGU Insurance

Driving a better customer experience through marketing automation, it’s not an oxymoron | CGU Insurance | Customer Service | Scoop.it

RT @grant_pattison: Marketing automation provides customers with relevant information in a timely manner https://t.co/BM1asm8Kfw https://t.…...


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Millennial Customers are Redefining Customer Experience

Millennial Customers are Redefining Customer Experience | Customer Service | Scoop.it
Millennial customers are challenging brands to keep up with a preference for quick and savvy service and an authentic human touch.

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Vocalcom's curator insight, February 2, 11:54 PM

As the first generation born into the modern digital world, millennials are changing the definition of exceptional customer service and transforming the customer experience. Also known as Generation Y, or anyone born after 1980, this generation has always had technology at their fingertips and in recent years has proven to be a population of savvy, socially conscious, and vocal consumers who care about the brands they do business with. Here are six ways millennial customers are reshaping the customer experience–and why brands should take notice.

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Reasons Why Your Customer Service Trainings are Not Effective

Reasons Why Your Customer Service Trainings are Not Effective | Customer Service | Scoop.it

In order to make training programs engaging for your customer service staff, you need to get well-acquainted with the latest learning trends and skills.


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