BlueOcean

JANUARY 6, 2020

To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customer confidence rather than get thrown into the mix as a “more is better” afterthought. Bolting on new channels with an ad-hoc approach is not the answer. Got 15 minutes?

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

NOVEMBER 14, 2016

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. Here are my top five picks from last week. My Comment: This is an important stat.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

ShepHyken

NOVEMBER 30, 2018

A live chat interaction is obviously never going to mirror a voice conversation, which is obviously never going to mirror a social media thread. Consistency instead refers to a singular, on-brand commitment to customer centricity. In this case, consistency does not mean that the experience should be the same in every channel.

Omni-Channel 96

Omni-Channel Self Service Policies Abandon Rate 96

SurveySparrow

JANUARY 20, 2020

3 Provide information: After the purchase, there might be areas where the customer doesn’t know how to handle a situation. Do not make them call the customer care number although that should be an option. They will talk about it and share the same on their social media platforms. Free publicity for you. #10

Measurement 52

Measurement Omni-Channel Loyalty Programs Social Media 52

Qualtrics

MAY 26, 2020

Within a matter of days of using Qualtrics COVID-19 Brand Trust Pulse , Green Spot was able to determine how its response to the crisis, such as donations and consumer support, along with social media activity was impacting consumers’ attitudes towards the brand. Giving customers confidence.

Brands 26

Brands Social Media Consumers Customer Confidence 26