Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service. Just under half of customers (49%) said they switched after a bad experience....
People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...
Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? New research by contact center analysts, Contact Babel, in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.The study, which is based on surveys of contact center managers, suggests that:The volume of interactions for many
We hear a lot about the impact of millennials on customer service, and how they are driving change in customer service. We asked guest author and millennial Chloe Hacquard for her perspective.Millennials expect five things as standard from customer service:1. Being on social media and responding as fast as possibleIf there is an issue, the company concerned is already in a bad position. And, if at...
Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and...
Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends.Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.
Last month’s Gartner Customer Strategies & Technologies Summit provided a perfect opportunity to review where the customer experience market currently is – and to look forward at the next challenges and opportunities for companies. One of the key points raised is that while senior managers now understand the importance of customer experience, many are unsure...
We live in a world where time is of the essence, and everyone is trying to cram more and more into their lives. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. For example, online consumers don’t want to break...
At a time when brands face an increasing volume of customer service interactions, across more and more channels, some may feel tempted to question whether they will ever get on top of delivering the service that consumers want. It can feel like they are running on a treadmill with the pace continually being ramped up, increasing the likelihood that they’ll be catapulted off the end before to...
Technology has the power to transform how we communicate with each other, and has made huge advances over the last twenty years. We’ve seen the growth of email, the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. In turn, this has revolutionized customer service, adding new channels an...