Tue.Jul 05, 2016

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Customer Experience in Healthcare, With Natalie Schneider – CB012

Customer Bliss

Episode Overview. Welcome to Episode 12 of The Chief Customer Officer Human Duct Tape Show. In this edition, my guest is Natalie Schneider, the Vice President of Customer Experience at Anthem, Inc. She describes the transformation she is leading for one of the largest national healthcare providers. From assessing the many operations and variations of service to uniting the C-Suite and CEO focus, Natalie walks through her detailed plan with practical advice on how to ensure the work from getting

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What Cable Providers Can Teach Your Business About Customer Service

Calabrio

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” So if you’re wondering what you could possibly learn from reading this—don’t worry, I’ll explain.

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Brand Independence Day: Staying in the Black from One of the Men in Black

Michelli Experience

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Recently, however, I was taken aback by the succinct and powerful branding perspective offered by Will Smith. Will Smith started his career as a rapper in the late 1980’s, later starred on the television series The Fresh Prince of Bel-Air, and went on to a blockbuster movie career with films like Independence Day

Brands 140
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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. But it is also a call to action. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? And the next obvious question is: how does social media impact our practices?

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Measuring the ROI of Enterprise Learning for Customers, Partners, and Professionals

Prove the ROI of Learning Struggling to measure the business impact of learning initiatives? Try our three-pillar approach to show the true value of learning, backed by stories from real businesses like yours. Make 2024 the year of ROI!

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Customer Experience and the Bottom Line

CX Journey

Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements. The implications of investing in both the employee experience and the customer experience are measurable against the bottom line.

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Amazing Business Radio: Dan Gingiss

ShepHyken

Dan Gingiss on How to Leverage Social Media to Create a Better Customer Experience. Shep Hyken discusses social customer care with Dan Gingiss, head of digital marketing for a Fortune 100 healthcare company, expert on social media & social customer care, and co-host of the “Focus on Customer Service” podcast. Dan shares his thoughts on the impact that social media is having on customer service and provides tips on how to deliver a better customer experience by using social media.

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How to preserve business values when outsourcing to an inbound contact center

Magellan Solutions

One of the reasons why some companies refuse to outsource is because they believe they will lose their sense of control on the project. Contrary to what they think, outsourcing does not translate to relinquishing control of your company’s standards or giving up your business identity. Here are the ways on how you can ensure your business values are preserved when you outsource an inbound call center service.

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Want Customer Loyalty? Don't `Nickel-and-Dime' Them

Think Customers

One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Or when a hotel charges separate WiFi fees for each device that's used.

Loyalty 58
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10 Reasons Oracle CPQ Cloud Fits the Complex Sales Cycle

Keste

Without the right quoting tools, complex sales cycles will develop a bad case of “the slows”. Inaccurate configurations, operational inefficiencies, bottlenecks in the approval cycles and even data integrity issues lead to unnaturally long sales cycles which, in turn, lead to lost deals and lost revenue And this is just a partial list.

Sales 49
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Top 5 Ways to Optimize Your Loyalty Strategy

Speaker: Lauren Barash, Vice President, Brand Marketing

In an ever-evolving industry, building and retaining loyal customers is critical to the success of any restaurant business. Join Lauren Barash, VP of Brand Marketing at Full Course, as she delves into the world of restaurant loyalty programs, and reveals the top five essential strategies to optimize your approach! This webinar will explore: Loyalty trends and what you should be focusing on 📊 Actionable insights and ideas to help you develop the most powerful and effective loyalty program

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CXW #8: What is Customer Service?

Talkdesk

Hello readers! We’re happy you joined us for our eighth installment of the Customer Experience Weekly (CXW). You know the drill: each week we pick a topic to explore by collecting insights from around the web. For this CXW, we thought we’d go back to basics: What is customer service? Honestly. We talk so often about the importance of excellent customer service and yet, sometimes the definition can be elusive.

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Why You Can’t Afford to Ignore Employee Engagement (Infographic)

Provide Support

Highly engaged employees make the customer experience. Disengaged employees break it. – Timothy R. Clark. Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience.

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4 growth predictions for market research

Alida

Growth in market research spending has been modest for the past few years, according to ESOMAR’s annual Global Market Research (GMR) report. “Revenues being generated a year ago have broadly been maintained,” ESOMAR reported in its 2015 edition, saying the industry’s market growth is 0.1 percent. That statistic from ESOMAR might suggest that the demand for market research is waning, but that can’t be further from the truth.

Marketing 180