Kerry Bodine

JUNE 7, 2018

We’re often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. The term “jobs-to-be-done” first surfaced in 2003, coined by Clayton Christensen in The Innovator’s Solution , but its philosophy shares underpinnings with older models like goal-directed and activity-centered design.

Customer Journeys 136

Customer Journeys Customer Focused Customer Confidence Banking 136

Provide Support

JANUARY 3, 2017

5 Considerations When Building Multichannel Customer Support. The number of channels and choices for customer support are growing and businesses who enable customers to reach them on the channel of their choice experience high levels of customer satisfaction. © 2003 - 2016 Provide Support LLC.

Self Service 50

Self Service Social Media Course Customer Satisfaction 50

Provide Support

MAY 17, 2016

According to McKinsey survey 70% of buying experiences are based on how the customers feel they are being treated. More and more companies put the customer service at the forefront today. Consumers get used to those technologies and when it comes to customer experience expect modern approach from businesses.

Infographics 50

Infographics Tips Customer Service Survey 50

Provide Support

DECEMBER 13, 2016

Stay Connected with your Customers. According to a Walker study , by the year 2020 customer experience will overtake price and product as the key brand differentiator. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. Read more.

Connections 40

Connections B2C B2B Study 40

Provide Support

DECEMBER 20, 2016

How to Become an Expert in Customer Service. As a customer service manager or representative, you know first hand just how important it is to provide quality, effective customer service – especially in today’s world where social media dominates. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 40

Customer Service How To Social Media Consulting 40

Provide Support

FEBRUARY 24, 2016

10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. © 2003 - 2015 Provide Support LLC.

Customer Service 40

Customer Service Poor Customer Service Customers Marketing 40

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. © 2003 - 2015 Provide Support LLC.

Training 40

Training Customer Service Leadership Innovation 40

Provide Support

DECEMBER 6, 2016

We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Management 40

Management Tips Training Tools 40

Provide Support

NOVEMBER 2, 2016

7 Tips for Maintaining A Positive Attitude in Customer Service. There’s no surprise that customer service is among occupations that commonly involve quite a high number of stressful experiences. In my previous blog post I outlined 5 reasons why you should embrace a positive attitude in customer service. Read more.

Tips 40

Tips Customer Service Report Customers 40

Provide Support

OCTOBER 12, 2016

While communicating with customers over live chat there is always a risk to spoil the impression of the conversation by writing something inappropriate. However, not all customer service representatives realize this risk and understand that there are phrases and words to avoid in live chat communication. Drop the Jargon. Read more.

Communication 40

Communication Customer Service Representative Tips Customer Service 40

Provide Support

JULY 21, 2016

Lessons Learned Working In Customer Service. With so many stories of bad customer service we hear these days, many people are getting the impression that customer service jobs are entry-level or unimportant roles taken just to get by until a better opportunity. © 2003 - 2015 Provide Support LLC. I hope, not. Read more.

Customer Service 40

Customer Service Customers Customer Experience Tips 40

Provide Support

FEBRUARY 16, 2016

In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Below are my few tips on how you can bring yourself to a more efficient state of mind.(.). Read more.

Tips 40

Tips Customer Service Customers Customer Experience 40

Provide Support

FEBRUARY 2, 2016

Properly and politely asked questions always make a good impression on customers. They create an atmosphere of friendliness and encourage customers to come back again and again. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Just compare these two questions: (.). Read more.

How To 40

How To Customer Experience Tips Customers 40

Provide Support

JANUARY 18, 2016

The 10 Commandments of customer service. Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. Serving customers is the main job for every business and every department within a business. © 2003 - 2015 Provide Support LLC.

Customer Service 40

Customer Service Guidelines Customers Customer Experience 40

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. © 2003 - 2015 Provide Support LLC. © 2003 - 2015 Provide Support LLC.

Customer Service 40

Customer Service How To Contact Center Software 40

Beyond Philosophy

JULY 16, 2019

We discussed Choice Architecture on a recent podcast and how it could be affecting your Customer Experience. The interesting bit about putting the armrest halfway down this seat was I thought it was to enhance the seat experience, making it more comfortable with the armrests. Instead, they created these physical barricades.

Insurance 126

Insurance Customer Journeys Comparison Consulting 126

Avaya

OCTOBER 19, 2017

Simple, instant and natural engagement is at the heart of the next-gen CX (Customer Experience). Yet this is exactly what one of our customers, NYC311 , has achieved, marking a significant milestone in its journey as the No. That’s 311,311,311 calls, clicks, chats, texts and more combined since launching in 2003.

Government 51

Government Social Media Call Center Communication 51

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Hero Digital

APRIL 8, 2020

It turned out to be the best car leasing experience I have ever had, and one I will repeat. Why would anyone go back to buying a car “the old way” when they could have this type of experience all the time? Digital experiences. But then, in the spring of 2003, the SARS epidemic hit China. In March my car lease was up.

Banking 104

Banking B2C Healthcare Study 104

Provide Support

JUNE 7, 2016

Somewhere along the line, the customer service industry envisioned that it would be a great idea to start scripting everything. Your scripts may be cheapening the quality of your service, and your customers will notice that immediately. It’s no secret that a lot of customer service agents speak English as a second language.

Customer Service 40

Customer Service Advertising Customers Innovation 40

Wired and Dangerous

MAY 5, 2021

However: We have experience handling Agreements for workplaces between 1 and 700 employees. A service-level agreement is an agreement between two or more parties, where one is the customer and the others are service providers. The agreement may involve separate organizations, or different teams within one organization.

Policies 91

Policies Insurance Government Banking 91

Provide Support

APRIL 13, 2016

How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”.

Customer relationships 40

Customer relationships How To Social Media Consumers 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Talkdesk

MAY 2, 2016

We’re counting down the days until our customer experience summit, Opentalk , on May 17th. Of course, we haven’t forgotten about the one of a kind attendee experience we’ve created either!). I actually had a traumatic speaking experience in sixth grade. We’ll save the second part for May 17th!

Exercises 40

Exercises Customer Centricity Communication Course 40

Grade.us

MARCH 31, 2020

Absolutely, customers are still spending money and writing reviews. As a business owner, you’re doing your very best to take care of your customers, protect your employees, and take care of your families. It’s a little bit more challenging for your customers. Many customers are looking for some normalcy.

Consumers 32

Consumers Resources Fashion Tips 32

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Even worse, 91% of unhappy customers who are non-complainers simply leave. CES – Customer Effort Score.

NPS 150

NPS Metrics Effort Score Customer Experience 150

Natalie Petouhof

MARCH 6, 2017

This is enticing because leaders want to know what they need to “do” to create and/or transform their culture and leadership to build a network of like-minded leaders and human capital that will attract customers for life and employees that are brand advocates. So Who Are Some of The Speakers? Prior to her C.E.O. I Hope So! .

Culture 40

Culture Company Competitive Advantage Conference 40

Kustomer

FEBRUARY 25, 2020

Customers are gravitating towards brands that fulfill great experiences, leaving those that don’t in the dust. With this in mind, brands are beginning to realize that customer experience is directly tied to their revenue. Take a True Omnichannel (NOT Multichannel) Approach to Customer Experience.

Customer Experience 59

Customer Experience Omni-Channel Customer Centricity Multi-Channel 59

Magellan Solutions

JULY 5, 2021

Customer-based Organization. – Does the BPO firm consider your customers as their customers too? – Do they get you involved in any decision-making process pertaining to the development of both the agents and customer service? A consultative approach in providing a unique customer experience.

Call Center 40

Call Center Company Omni-Channel e-support 40

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Provide Support

APRIL 5, 2016

Great customer service quotes from business leaders is one of the best ways to motivate and inspire your team. They demonstrate not only rich experience but also show how important is to move forward and find a better way to do your job. Providing an exceptional and superior customer service is an integral part of any business success.

Customer Service 40

Customer Service Culture Customers Customer Focused 40

Provide Support

DECEMBER 1, 2016

Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. © 2003 - 2015 Provide Support LLC.

Leadership 40

Leadership Customer Service Innovation Customers 40

CSM Magazine

APRIL 28, 2016

Are you following the trend of conducting customer surveys? Do you really think customers want to fill out a customer satisfaction survey? every organization is following-the-leader with customer satisfaction surveys. Very few customers fill out the survey and if they do, it depends on what the freebie is at the end.

Customer Satisfaction 40

Customer Satisfaction Survey Net Promoter Score Airlines 40

Provide Support

JANUARY 13, 2016

Millennials , also known as Generation Y, are among us and before you even know it, they will make up most of your customer base. Besides being the largest demographic in the marketplace, Millennials have greatly redefined the customer experience and continue to challenge businesses to keep up to their ever-changing expectations.

Infographics 40

Infographics Customer Experience How To Retail 40

Provide Support

JULY 5, 2016

Highly engaged employees make the customer experience. 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. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016.

Employee Engagement 47

Employee Engagement Engagement Infographics Study 47

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. Being able to recognize and adjust to these new dynamics is absolutely vital in acquiring and retaining customers.

Consumers 40

Consumers Infographics Customer Service Poor Customer Service 40