Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our strategy is about putting the customer first. In 2010, the ministry was putting together something that hadn’t existed for them before.

Social Media 52

Social Media Government Customer Care Transportation 52

Lithium

AUGUST 3, 2022

I think a lot of people tend to look at what they want to be able to touch and feel, and you want easily quantifiable metrics. The darn fact of the matter is that if you're only looking at the metrics, you will see you will reach many people, and maybe you don't get a lot of conversions. Matt Deluca.

ROI 52

ROI Marketing Social Media Advertising 52

ClearAction

FEBRUARY 7, 2016

4 Building Blocks for a Customer-Centric Culture article. Building a Customer-Centric Culture article. Customer Experience Management Improves Brand Value article. Growing a Customer Care Culture by Hiring Right BKM: Southwest, Nordstrom, Ritz-Carlton. Voice of the Customer. Performance Metrics.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Service Untitled

SEPTEMBER 3, 2010

Service Untitled The blog about customer service and the customer service experience. Are the customer care professionals who work with Centurion card members hired for that position or do they need a certain amount of years’ experience before they can move up to a role like that? So it was a real cultural shift for us.

Customer Care 41

Customer Care Average Handle Time Call Center Travel 41

Magellan Solutions

JULY 5, 2021

Eastvantage is a Euro-Filipino outsourcing firm that offers the following service to SMEs: Customer Care Support. You no longer have to be blindsided by the result of your outsourcing investment since you have metrics to go by. Broad linkages across the different public and private sectors. Eastvantage Business Solutions.

Call Center 40

Call Center Company Omni-Channel e-support 40

C3Centricity

AUGUST 17, 2020

A recent report from OnBrand Magazine on the KPIs used by marketing showed that Marketers are using a variety of metrics to measure the impact of their brand marketing activities. Even worse, the customer care centre was seen as mere complaint handlers. No company can afford to be a customer service laggard.".

Strategy 293

Strategy Customer Centricity Social Media Analysis 293

Storyminers

JULY 6, 2020

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147