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2013 #Marketing Trends & #Data that will impact 2014 [#Infographic]

2013 #Marketing Trends & #Data that will impact 2014 [#Infographic] | Customer Service | Scoop.it
Marketing Strategy - Let's look back at the significant marketing trends and events in 2013 that may shape our marketing in 2014.

Via Eric_Determined / Eric Silverstein
Colin Taylor TRG's insight:

More tips and trends that will impact #custserv in 2014

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Eric_Determined / Eric Silverstein's curator insight, December 31, 2013 3:53 AM

Trends and Data from 2013 will become the foundation for 2014.


Any stats that surprise you?


Which area will impact you the most?

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Why is everyone so freaked out about automated customer service?

Why is everyone so freaked out about automated customer service? | Customer Service | Scoop.it
For years, I downplayed the use of automation in customer support. I did so because of all of the ways I've seen it used incorrectly, resulting in an awful customer experience. We all have horror stories about the automated phone tree we can't get through, or the chat bot that was completely useless and wouldn't connect you with a person. A personal touch is where it's at. Right?

Well, it's not that binary. Automation isn't always a bad experience, and talking to a real person isn't always a good experience. It all depends on how you execute
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How artificial intelligence can make the difference for customer service

How artificial intelligence can make the difference for customer service | Customer Service | Scoop.it
Scaremongering articles about artificial intelligence (AI) are easy to find, generating fear about job-losses in many sectors, particularly in customer-service.   

The reality however, may be more exciting than frightening, with the technology freeing customer-service agents from drudgery and boosting the role they play in the consumer journey. 
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What is the True Value of Customer Retention?

What is the True Value of Customer Retention? | Customer Service | Scoop.it

"Studies show that acquiring a new customer costs a business between four and 10 times more than it takes to retain a customer. This is caused by the amount of effort it takes to find, target and successfully sell a new consumer a product or service when compared to selling something to a customer who has already previously purchased something from a company. Econsultancy reports that 82% of companies they surveyed agreed that customer retention costs less to execute than customer acquisition. However, Econsultancy also found that companies were more focused on acquisition marketing. In addition, 63% of marketers surveyed by Kissmetrics stated that customer acquisition was the most important advertising goal for their company."

Colin Taylor TRG's insight:

We all know the benefits of Customer Retention, but do we understand the true value of this? Here's a good read and some great statistics to demonstrate the value of retention and loyalty. 

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Lead the charge to use data in every stage of your design process - #service #design

Lead the charge to use data in every stage of your design process - #service #design | Customer Service | Scoop.it
It can be hard to change things. I know. I started writing about conversion optimization in 2007, when it wasn’t even big enough to be called “nascent.” It took many years of writing and teaching before people started asking for optimization services. But the alternative is to simply be a follower. If you’ve been working…
Colin Taylor TRG's insight:

Data is the key to #service design and delivery. #custserv #custexp #cx

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Contact Center Quality Management the SAFE Way | 8x8, Inc.

Contact Center Quality Management the SAFE Way | 8x8, Inc. | Customer Service | Scoop.it
As businesses strive to attract the top talent and compete to find motivated individuals, the qualified applicant pool has become increasingly scarce. This is especially important in the contact center, which traditionally has some of the highest levels of employee turnover. To combat this problem, it is more important than ever to ensure you are maximizing the productivity of each and every one of your contact center agents.
Colin Taylor TRG's insight:

Here's a quick read on Quality management in the Contact Center with 4 SAFE coaching - great acronym to use.  

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Cloud Contact Center: Customer Centricity with Great Agility & Less Cost

Cloud Contact Center: Customer Centricity with Great Agility & Less Cost | Customer Service | Scoop.it

"Cloud computing has been hyped in the media and in IT circles for almost a decade now. So I don’t need to cover what cloud computing is or what the benefits of cloud computing are. It’s been covered, and perhaps ad nauseum for some readers. For all the chatter, it would be easy to assume most companies have already shifted to the cloud but Morningstar estimates that just 20% to 25% of virtualized infrastructure is running in a public cloud environment."

Colin Taylor TRG's insight:

There are some interesting statistics in here on cloud computing. 

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A Customer Service Lesson for Millennials

A Customer Service Lesson for Millennials | Customer Service | Scoop.it
Best content around contact center solutions Call Center selected by the Customer Contact Central community.
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Building a Bridge between Customer Experience and Marketing

Building a Bridge between Customer Experience and Marketing | Customer Service | Scoop.it
Developing a marketing plan centered on our customers has allowed us to personalize our interactions and serve them more effectively. Here are some of the guiding principles we’ve incorporated, which might make a difference for your small business:
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Customer Satisfaction is not Always an Indication of Customer Service

Customer Satisfaction is not Always an Indication of Customer Service | Customer Service | Scoop.it
Industry insights your peers are reading. The very best industry content from the Customer Contact Central community.
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Resolving Customer Complaints … Tips for Success

Resolving Customer Complaints … Tips for Success | Customer Service | Scoop.it
Resolving customer complaints correctly is an important part of the overall service experience you deliver. It has huge impact on the customer's experience.

Via Mike Schoultz
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Mike Schoultz's curator insight, July 20, 6:16 AM
Oftentimes, a negative experience that a customer has with your business can be salvaged and turned into an opportunity to win them over for life.
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Let’s Stop Calling Customer Service a Soft Skill | CustomerThink

Why Terminology Matters

Keep in mind the term “soft skill” is applied to skills that are difficult to define, observe, and manage. So calling something a “soft skill” is often an unconscious attempt to avoid difficult work.
Colin Taylor TRG's insight:

This is a good read and agreed - taking the time to gain clarity on customer service skills enables a world of opportunities and growth for customer service leaders. Always remember to define, observe and measure. 

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How to Get the Customer Experience Right When Things Go Wrong | CustomerThink

Customer experience strategies often focus on designing the ideal journey for when everything goes right – when the shopper fits your ideal persona, your expected timeline, etc… However, it’s often the times when things go wrong that become pivotal moments in shaping brand perception in the eyes of the customer.
Colin Taylor TRG's insight:

Here's a great example of how losing business can actually increase customer loyalty and future purchases. Interesting stat: 92% of customers will buy something again if returns are made easy. 

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Can Outsourcers Help You Be Customer-Centric? TELUS International Say “Yes” | CustomerThink

"...we explored how consumers and enterprises believed different initiatives impacted customer experiences. We found a significant number of customers said off-shore call centers (38 percent) and IVRs (35 percent) had adverse effects."

Colin Taylor TRG's insight:

Some good points made in this article. Firstly, outsourcing can be a great option for saving costs however it is important to determine preparedness and suitability while keeping a focus on being customer-centric. Second - technologies have great ability to assist in the customer journey however customers should always be aloud the option of talking to a human; at the very minimum as a "Plan B".

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When Customer Service Creates Customer Validation - Shep Hyken

When Customer Service Creates Customer Validation - Shep Hyken | Customer Service | Scoop.it
Direct interaction can come in many forms. It can be the traditional customer service team who fields questions and complaints. It can come through a customer simply calling, for any reason, to connect with someone inside the company. The customer may reach out to the company via social channels, a website, a text message – really any interaction with the company.
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Your Brand is Only as Strong as Your Weakest Link - Shep Hyken

Your Brand is Only as Strong as Your Weakest Link - Shep Hyken | Customer Service | Scoop.it
So, the other day I’m flying to a speaking engagement. While waiting for my flight to board I bought a yogurt parfait. After paying for it, I looked for a spoon. There were knives and forks, but no spoons. The little compartment next to the knives and forks was empty. I asked the cashier if they had any spoons. He pointed to where they weren’t. I told him they were out, and in an effort to get rid of me, he suggested that I could go to the restaurant next store and ask them for a spoon.
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What Makes Good Customer Service - Shep Hyken

What Makes Good Customer Service - Shep Hyken | Customer Service | Scoop.it
We cannot determine if we give good customer service. Only our customers can. In other words, it is our customers’ perceptions that determine if we’ve provided good or bad customer service. The customer acts as the judge and jury. As a business, we can only hope that our efforts are in line with our customers’ expectations. And, only our customers will determine if we have met or exceeded them.
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Do You Have an Audit Plan for Customer Service? | The Taylor Reach Group Inc.

Do You Have an Audit Plan for Customer Service? | The Taylor Reach Group Inc. | Customer Service | Scoop.it
Today, Customer Service delivery has become so important that is even talked about in the board room! Government and cabinets are growing more concerned than ever around federal, local and parastatal agencies delivering appropriate levels of service to meet citizens’ needs.

 

All leading business journals today recognize the importance of customer service as a function and a strategy; HBR, McKinsey and a host of others.

 
Colin Taylor TRG's insight:

Any board or CEO must consider an audit plan for customer service delivery, when it is a critical component that impacts their primary measures of senior leadership.

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Customer Service and the Golden Rule

Customer Service and the Golden Rule | Customer Service | Scoop.it

"Treating others as you would want to be treated is a practice of empathy.  The golden rule is such a simple, timeless principle, and yet I’m constantly amazed at how little it’s practiced any more. On my recent family vacation, I encountered two situations where simply putting this into practice would have resulted in entirely different outcomes."

Colin Taylor TRG's insight:

We need to understand and appreciate the customer perspective. While it may 1 of 50 customers we interact with today, each customer has their own concerns, perceptions and perspectives on their experiences. Every customer has something they are seeking to achieve through the interaction and we need to be empathetic and understanding of their situation. 

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Follow These 9 Steps to Copy Zappos' Exceptional Customer Service Strategy

Follow These 9 Steps to Copy Zappos' Exceptional Customer Service Strategy | Customer Service | Scoop.it
How Zappos creates a customer-obsessed culture -- and you can, too.
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Guest Blog: 5 Lessons I’ve Learned from Answering Support Tickets - Shep Hyken

Guest Blog: 5 Lessons I’ve Learned from Answering Support Tickets - Shep Hyken | Customer Service | Scoop.it
I have to be honest, answering support tickets or doing customer service isn’t the most thrilling job on earth but if you’re part of a startup or small business and you lack resources, you have no choice but to do it.

Just kidding, you actually have a choice to do it or not. BUT, if it’s not your passion or you have no interest at all, better ask someone to handle it for you or else you’ll cause a lot of damages.

If you like interacting or helping people or growing a business, then this is the job for you. It may not be the one of most exciting jobs in the world but it’s definitely one of the most important jobs in today’s digital age.

What You Need to Know About Answering Support Tickets
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Which Customers Do You Want to Keep? - Shep Hyken

Which Customers Do You Want to Keep? - Shep Hyken | Customer Service | Scoop.it
There is an old joke in the dental world that a patient asked his dentist, “Which teeth should I floss?” The dentist answered, “Only the ones you want to keep.” Customer Service is the same.

All customers are good customers. Okay, maybe not all. Every business has customers – or should I call them former customers – that companies choose not to do business with. But, for the purpose of this article, let’s assume you’re willing to do business with everyone who wants to do business with you.
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The Secret To Becoming A Customer Service-Focused CEO?

The Secret To Becoming A Customer Service-Focused CEO? | Customer Service | Scoop.it
Being CEO isn’t for the weak of heart, particularly if your brand has staked its reputation on customer service in an industry that has "hospitality" in its actual name. When customers are in distress, the buck has got to stop with you, as it does with Geoff Ballotti, CEO of Wyndham Hotel Group.

Via Christian Barbaray
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A survey breakdown of 2017 tech adaption in the enterprise by #IDG - How to be a leader in #service: #servicedesign and #designthinking

A survey breakdown of 2017 tech adaption in the enterprise by #IDG - How to be a leader in #service: #servicedesign and #designthinking | Customer Service | Scoop.it
https://twitter.com/dhinchcliffe/status/886246762226348037 The 2017 CIO Tech Poll: Tech Priorities study was conducted to gauge for the upcoming year which technology areas will be the focus of IT leaders, and to measure the direction of spending within those categories. Key findings include: Since 2011, IT budgets have been increasing steadily. (Click to Tweet) Adoption of certain tech initiatives and…
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3 Ways to Convince the Boss to Invest in Customer Service Technology | CustomerThink

I’ve had some time to think about that failed proposal and am ready to share some of the things I should have done differently. Here are three recommended actions for anyone looking to convince their boss to spend money on new customer service technology.
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Grow Your NPS by Making These 3 Improvements in the Call Center | CustomerThink

Grow Your NPS by Making These 3 Improvements in the Call Center | CustomerThink | Customer Service | Scoop.it
While there’s no one-size-fits-all approach to increasing NPS, there are common areas that directly impact the metric and the overall customer experience. One such area is the call center — the place customers turn to for answers — often as a last resort. With two-thirds of customers reporting being frustrated before they even start talking with a customer service representative, missteps during these calls can cause NPS to take an immediate nosedive.
Colin Taylor TRG's insight:

Here are some good pointers for boosting Net Promoter Scores (NPS) within the Call Center and Contact Center. 

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