Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 98

Customer Care Transportation Social Media Government 98

InMoment XI

FEBRUARY 26, 2009

Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. But to do so, you have to provide your customers with as many options for communicating with you as possible. Read this blog post to learn more.

Customer Care 200

Customer Care Loyalty Feedback Customers 200

InMoment XI

FEBRUARY 26, 2009

Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. But to do so, you have to provide your customers with as many options for communicating with you as possible. Read this blog post to learn more.

Customer Care 200

Customer Care Loyalty Feedback Customers 200

InMoment XI

FEBRUARY 26, 2009

Some organizations don't exactly bury their heads in the sand when it comes to customer care--they just run away or abandon an avenue for customer feedback. But to do so, you have to provide your customers with as many options for communicating with you as possible. Read this blog post to learn more.

Customer Care 200

Customer Care Loyalty Feedback Customers 200

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

Comm100

JUNE 25, 2020

And customers care a great deal about where companies stand on important issues. It’s paramount to be upfront with where your business stands and what action your team is taking to make customers feel safe during times of uncertainty. But when customers feel a connection with your company, they’ll make the effort to support you.

Customer Service 130

Customer Service Social Media Policies Consumers 130

Steve DiGioia

DECEMBER 10, 2015

Get with the program… This article was originally featured on Shep Hyken’s blog as a ‘Friends on Friday’ guest post. Will You Keep Your Next Customer Forever? The post Do You Focus on Fluff or the Things Your Customers Care About? Leave a comment below and add to the discussion.

Customer Care 100

Customer Care Customers Meeting Marketing 100

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

BlueOcean

OCTOBER 4, 2023

Finding Bilingual Support That Suits Your Customers Best We’re an onshore Canadian contact center outsourcer and pride ourselves on delivering sophisticated (bilingual) customer care through strategic partnership. It’s our thing. So, of course, we’re biased.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Bill Quiseng

MAY 24, 2023

. # # # Just a little over a year ago, I authored a blog post that implied that customer service training is good, not better, just average. So, I offered people a continuous education in customer CARE. If you missed it, just follow it here: Don’t offer customer service training. Nobody raves about average.

Customer Service 113

Customer Service Customer Service Training Customer Care Training 113

One Millimeter Mindset

JUNE 25, 2018

And besides, your customers do not care about creating tremendous customer experiences… for you. You just may be leaving customer care up to your customers. And they really do not care whether, or not, you meet your job’s performance criteria. Subscribe to my blog. They don’t care!

Customer Care 47

Customer Care Customer Retention Innovation Sales 47

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Solving customer problems is expected. The key is to do it in such a way that also restores confidence, even when the customer is difficult. Shep Hyken.

How To 85

How To Airlines Social Media Communication 85

ShepHyken

OCTOBER 26, 2018

The post Guest Blog: Five Star Hotel, Minus Five Star Service appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: Like Apple, You Can Excel In Engagement, Differentiation and Consistency.

Hotels 111

Hotels Hospitality Guest Experience Leadership 111

ShepHyken

AUGUST 25, 2017

Read Shep’s latest Forbes Article: How To Humanize Customer Service For B2B Organizations. The post Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. Read more.

Customer Care 40

Customer Care Social Media Customers Customer Service 40

ShepHyken

DECEMBER 14, 2018

The post Guest Blog: Do customer experience teams take cyber security risks? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Holiday Gift-Giving: What Do Your Employees (Or Your Boss) Really Want? appeared first on Shep Hyken.

Customer Experience 103

Customer Experience Policies Government Customers 103

ShepHyken

NOVEMBER 9, 2018

At the fundamental level, most organizations maintain a corporate blog and regularly contribute to its development. This flexibility allows internal customer service, sales, and marketing teams to concentrate their efforts on improving the functionality of the site and maximizing the ROI of any content generation initiative.

Company 95

Company CRM e-support Resources 95

ShepHyken

DECEMBER 20, 2019

Reflecting on these statistics, it is clear that nurturing positive relationships with customers will bring value to your business. A large percentage would even pay more for a product or service if they’re guaranteed great customer care. Customer retention and procurement will help to increase your bottom line.

Customer Experience 83

Customer Experience Roadmap Financial Contact Center 83

ShepHyken

NOVEMBER 16, 2018

Read Shep’s latest Forbes article: Industry Leader Secrets: Six Ways To Stand Out With Customer Experience. The post Guest Blog: Impact of Technological Advancements on Consumer Behavior appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

ShepHyken

FEBRUARY 2, 2018

Misa Chien is the co-founder of Praiseworthy , a customer service blog helping small businesses improve their customer service. Read Shep’s latest Forbes Article: Would You Rather Clean A Toilet Or Contact Customer Service? The post Guest Blog: What Can We Learn from Southwest’s Customer Service?

Customer Service 85

Customer Service Airlines Culture Survey 85

ShepHyken

SEPTEMBER 1, 2017

Read Shep’s latest Forbes Article: Are Your Customers Cheating On You? The post Guest Blog: Don’t Make Me Wait appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Self Service 83

Self Service Knowledge Base e-support Groups 83

ShepHyken

JANUARY 18, 2019

The post Guest Blog: Are You Setting the Right Customer Experience Goals? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Representative … Representative … Representative! appeared first on Shep Hyken.

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

ShepHyken

SEPTEMBER 22, 2017

Read Shep’s latest Forbes Article: There Is No Place For Racism In Customer Service. The post Guest Blog: An Unlikely Business Makeover appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Wireless 81

Wireless Government Entertainment Airlines 81

ShepHyken

MAY 10, 2019

Read Shep’s latest Forbes article: What Your Customers Really Want. The post Guest Blog: What is Outsourced Customer Support and Why Do You Need it appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Resources 109

Resources Customers Groups Customer Service 109

ShepHyken

FEBRUARY 23, 2018

The post Guest Blog: 3 Key Principles for Customer Satisfaction appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: L.L. Bean Discontinues Lifetime Guarantee.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

Bill Quiseng

NOVEMBER 23, 2023

When I retired, I was planning to be a customer CARE speaker and then everything went south. To those who have read and emoji or verbally acknowledged my blog posts, thank you. So I want to take this opportunity to express my appreciation and gratitude for the many who helped me as I recover. So, I was hoping for my comeback.

Customer Care 88

Customer Care Customers Customer Service 88

Think Customers

OCTOBER 20, 2014

As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Customer Care 95

Customer Care Tips Loyalty Trends 95

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Read Shep’s latest Forbes Article: Six Ways Listening Improves The Customer Experience.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

ShepHyken

DECEMBER 28, 2018

The post Guest Blog: How Millennial’s are Changing the Customer Service Landscape appeared first on Shep Hyken. Paddy currently serves as the President of Tie Seattle, sits on the board of Washington Technology Association and several Seattle startups.

Self Service 98

Self Service Customer Service Fashion Groups 98

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. Can AI Handle Complex Customer Care? Data and algorithms can only do so much.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Read Shep’s latest Forbes Articles: Whole Foods Knows Its Customers. Ever been put on hold for three hours? Do You Know Yours?

Social Media 75

Social Media Video Case Study Customers 75

ShepHyken

OCTOBER 19, 2018

Read Shep’s latest Forbes Article: You Cannot Downsize Your Way To Profit: Newspapers’ Lesson In Customers’ Changing Habits. The post Guest Blog: How Will Artificial Intelligence Impact CX and Customer Service? For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Customer Service 111

Customer Service e-support Chatbots Automotive 111

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 260

NPS Customer Centricity Tips Automotive 260

Upstream Works

JULY 17, 2019

If you are ready to wow your customers with proactive and predictive experiences like these, be sure to learn more about the latest release of Upstream Works for Finesse with a personalized demo. . The post 5 Ways to Wow – The Power of Proactive & Predictive Customer Care appeared first on Upstream Works.

Customer Care 60

Customer Care Contact Center Contact Center Software Omni-Channel 60

ShepHyken

MARCH 9, 2018

The post Guest Blog: Digitalizing Customer Service for 2018 appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes Article: To Infinity And Beyond: What If Disney Ran Your Company?

Customer Service 75

Customer Service Knowledge Base Chatbots Social Media 75

ShepHyken

NOVEMBER 23, 2018

He and his team share tips about customer service and communication on the Userlike Blog. The post Guest Blog: The 8 Elements of Customer Support Quality appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Self Service 67

Self Service Effort Score Guidelines Tips 67

ShepHyken

NOVEMBER 30, 2018

The post Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals appeared first on Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Read Shep’s latest Forbes article: Is A Subscription Model In Your Company’s Future? It Had Better Be!

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95