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3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.

What’s the State of Social Customer Care in 2016?

BlueOcean

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? The Facts About Social Customer Care. Kim Campbell Social Media Customer Support

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The post What’s the State of Work-at-Home in Customer Care in 2017? About five years ago, we entered a discussion with a prospective client. So what happened? What about quality assurance?

Do You Focus on Fluff or the Things Your Customers Care About?

Steve DiGioia

What do today’s customers want? So much time is spent on “ business fluff ”, yes the fluff (un-needed paraphernalia) that has little to do with the actual product or service the business is providing, that you forget why most customers continue to do business with you. It’s the service you provide and its perceived value that makes your customers return. Who cares?

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. Agile Customer Care Results in High ROI and Less Stressed, More Engaged Employees .

Use Empathy To Strengthen Your Customer Care

Nimble

Customer Focus Nimble Tips Social Business #CustServ Customer Experience Customer Service CXYou’re waiting in line at a clothing store. The only element that stands between you and your receipt is the little old lady in front of you screeching about why she should be allowed to returned her year old moccasins. She claimed she never used them.

Social Customer Care: Isn’t it Time?

Customer Interactions

Organizations are still trying to figure out what to do about social media. The top approach to handling posts that mention a company is to ignore them, because businesses do not have the infrastructure or best practices to handle social media

Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service

10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Taking for granted that each and every customer matters is the quick way to ruining your reputation and damaging your ability to be successful in making and keeping […].

Social Customer Care is Changing CX: Two Real-Life Examples

Clarabridge

Of course, he was talking about customer experience—but this time, Sid was the customer having the experience. Social in particular, because it’s not the dominant path for communication between customers and airlines, does tend to have a shorter queue,” he said. The Harvard Business Review reports that 60% of US-based companies are engaging in social customer care.

A Step Forward in Connecting Sales, Marketing, and Customer Care

Think Customers

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers. This view includes the full stream of transactions that a customer has had with a company, the most recent touchpoints she used to interact with the company, feedback she shared about her experiences in social media or in the contact center, etc. While this is hardly a shocking revelation, it's dismaying how little progress has been made on this front.

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The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service

C3Centricity

It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. The post The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service appeared first on C3Centricity.

How Customer Care Can Boost Your Sales and Increase Your Profits

CSM Magazine

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits. He was going out of his way to get the best deal for his customer. The conclusion I came to was that not only does great customer service leave customers feeling happy but actually results in them buying more. Customer Service Articles

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When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

It takes self-control to handle a customer with over-the-top expectations. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys? customer loyalty Customer Service Uncategorized above and beyond service customer care Customer Experience marilyn suttle

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train agents, the culture of the customer care organization, and, ultimately, the experiences that customers are receiving.

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. I am convinced that if you commit to following consistently these five essentials, you will Deliver the World’s Best Customer Experience. .

24-Hour Customer Service Solutions for Those who Need to Sleep

360Connext

Customer service. The customers acted. The post 24-Hour Customer Service Solutions for Those who Need to Sleep appeared first on Customer Experience Consulting. Blog Communications Customer Experience customer service Featured communication customer care embedded customer care innovation linkedin management

Do Your Employees Need A Customer Care Management Degree?

Joe Rawlinson

Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry. The question is, “How can you develop a top-notch customer service team that will be able to win over loyal clientele and quash your competitors’ attempts to woo them away?” Customer Service Rejoice.

Customer Experience: Loyalty Through Narcissism?

Kate Nasser

Super customer experience is achieved when you think from the customer perspective not from yours. The post Customer Experience: Loyalty Through Narcissism? Customer Service Hot Topics and New Bits IT call center CCO CIO contact center customer Customer Care customer experience customer loyalty service technical support Ultimate Customer Service

Super Customer Service People Skills: Reverse Regret | #custserv

Kate Nasser

Super customer service has little room for regret. By then customers are gone. The post Super Customer Service People Skills: Reverse Regret | #custserv appeared first on KateNasser.com. Key service people skills to master from Kate Nasser, The People Skills Coach™.

New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. In fact, executives have long thought of customer service or customer care as a cost center. Some of the implications of poorly implemented customer care are:  .

Self-Care Tips For The Dedicated Customer Care Agent

Nimble

Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. As a Care [.]. Customer Focus Customer Service Customer SupportWe hire people for this job who demonstrate stellar emotional intelligence.

Reverse Customer Experience: Are You Driving Calm Customers Away?

Kate Nasser

Don't just focus on angry customers. Reverse customer experience strategy & make sure you retain calm customers too. The post Reverse Customer Experience: Are You Driving Calm Customers Away? Video fr The People Skills Coach™. appeared first on KateNasser.com.

People Skills Shock: Leaders, Would Your Teams Ever Say This?

Kate Nasser

Customer Service Employee Engagement Hot Topics and New Bits Leadership People Skills Soft Skills communication Customer Care emotional intelligence empathy employee engagement interaction interpersonal management people skills Personality Type TeamworkPeople Skills Shock: Leaders would your teams say people skills aren't needed because business isn't personal?

Customer Service Transparency: Remove the Shadow of Fine Print! #custserv

Kate Nasser

Sales & customer service transparency impresses w/ integrity & builds priceless trust. Remove the fine print or lose customers. The post Customer Service Transparency: Remove the Shadow of Fine Print! Fr The People Skills Coach™. custserv appeared first on KateNasser.com.

Conquer Listening Barriers: Unstick from Keywords | #peopleskills

Kate Nasser

| Leadership, Customer Service, Teamwork. Customer Service Hot Topics and New Bits IT Leadership Listening Power People Skills Sales Soft Skills Teamwork call center clarity communication contact center Customer Care interpersonal skills listening people skills Ultimate Customer Service3 steps fr The People Skills Coach™. |

15 Reasons Your Customers Don’t Like You (Infographic)

Provide Support

The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist. Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). Read more. Permalink | No comment.

Customer Service People Skills Timing: How to Sharpen Yours

Kate Nasser

How is your customer service people skills timing? Improve it with these 4 steps fr The People Skills Coach™, The post Customer Service People Skills Timing: How to Sharpen Yours appeared first on KateNasser.com.

Self-Care Tips For The Dedicated Customer Care Agent

Nimble

Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. As a Care [.]. Customer Focus Customer Service Customer SupportWe hire people for this job who demonstrate stellar emotional intelligence.

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

Truly memorable customer experience is not transaction; it is great interaction. The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com. The People Skills Coach™ shares memorable exp at Delta Calgary South Hotel and tips to all hotel leaders & reps on doing the same thing!

Customer Service Leaders: Remove These Morale Killers | #Leadership

Kate Nasser

Customer service leaders, are you unknowingly killing employee morale? The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com. Customer Service Hot Topics and New Bits call center communication contact center Customer Care emotional intelligence leaders Leadership management managers morale supervisors Ultimate Customer Service

How to Improve Customer Experience Quickly |#cx #custserv

Kate Nasser

Want to improve the customer experience quickly? Here are 5 ways from Kate Nasser, The People Skills Coach™, guru of irresistible customer experience. The post How to Improve Customer Experience Quickly |#cx #custserv appeared first on KateNasser.com.

Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills

Kate Nasser

Working with rude angry customers doesn't have to wear you down. Great EQ EI tips fr The People SKills Coach™, The post Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills appeared first on KateNasser.com. Customer Service Hot Topics and New Bits People Skills Soft Skills agents angry call center contact center customer Customer Care EI emotional intelligence interpersonal skills people skills rude service technical support reps. Ultimate Customer Service

Amazing Business Radio: Matt Wilbanks

ShepHyken

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial. Social care isn’t a fad.

12 Reasons I Want Customer Service on Social Media

Provide Support

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives. Read more. 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Four Reasons Why Remembering Your Customers Is Important

ShepHyken

She said that it was compliments of Tomas, the gentleman who took care of us the last time we were in for breakfast. That’s why I’ve been a customer of theirs since they opened their stores in St. Remembering your customers is huge. It makes your customers feel special. It creates a connection with your customers. It’s simply part of good customer service.

Management #PeopleSkills: How Procedures Quietly Block Listening

Kate Nasser

Listening Power People Skills challenge customer Customer Care interpersonal skills listening management managers people skills procedures Project Management sales service Soft Skills Ultimate Customer ServiceDon't let procedures block listening. Use management people skills to ensure these 4 situations don't ruin your success. Tips from The People Skills Coach™.