Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service.

Self Service 120

Self Service Contact Center Trends Connections 120

Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business?

Customer Service 52

Customer Service Call Center CRM Customer Service Representative 52

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. What’s the value of customer experience? The Second Annual #CXDay is October 7th, 2014. Come celebrate with us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Team HGS

AUGUST 29, 2017

3 Ways to Rethink Customer Service in the Subscription Economy. Customers are buying differently these days. Customers are buying differently these days. And that means evolving customer service to reflect the changing drivers and outcomes. . It’s the rise of the subscription economy.

Customer Service 52

Customer Service Retail B2B Video 52

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

Customer Experience 100

Customer Experience Trends Customer Expectations Technology 100

Experience Investigators by 360Connext

OCTOBER 31, 2014

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Disaster Alert: Proactive Customer Service to the Rescue. A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Helen Dewdney

FEBRUARY 19, 2016

fall in sales at established stores in the 13 weeks to the 1 st January. Morrisons, Sainsbury’s and Tesco supermarkets, by comparison, all showed better than expected financial figures for Christmas trading, and discounters Lidl and Aldi taking on a substantial share of the sales (nearly one million more customers than last year).

Sales 30

Sales Customer Service Comparison Advertising 30

Comm100

JULY 23, 2019

Can you imagine a customer service agent hanging up on you? How to Hang Up on Customers and Excel at Customer Service” is a course that no one offers, ever. In 2014 we launched our MaximumOn service – a failover system that ensures that our live chat cloud solution would never go offline.

Communication 114

Communication Social Media Chatbots Customer Centricity 114

Retently

MARCH 23, 2023

However, it’s clear that the businesses scoring lowest in the NPS survey also tend to use the most aggressive sales and billing techniques. The lowest-ranked companies tend to use negative-option billing – a controversial practice that involves automatically providing goods and billing customers.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. The sales team is representing the product as it is today and not as they hope it will be tomorrow.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Helen Dewdney

FEBRUARY 15, 2022

The supermarket will consequentially increase sales, as many people will undoubtedly choose Asda over another supermarket, if they have a choice! Dave Lewis, the former Tesco Group CEO, turned the chain around during his 2014-2020 leadership. Much of this was put down to listening to customers and doing what they sought.

Case Study 72

Case Study Social Media Groups Sales 72

BlueOcean

DECEMBER 16, 2019

If you’re offering unique holiday products, services, or sales, communication is key – and it should flow through every corner of your organization. Your contact center should be collaborating closely with your marketing, sales, and distribution teams, with real-time communication so your team can adjust accordingly.

Contact Center 156

Contact Center Gamification Transportation Travel 156

Think Customers

OCTOBER 21, 2014

Bluewolf, a global business consulting firm, interviewed 1,000+ Salesforce.com customers in collaboration with MIT Sloan School of Management and made some interesting discoveries about trends in Salesforce usage and practices that are relevant for marketing, sales, and customer service leaders. 1to1Media.com/weblog.

Report 78

Report Consulting Trends Sales 78

Kerry Bodine

JUNE 7, 2017

In November 2014, JetBlue announced that it would be adding baggage fees and reducing leg room – and on June 30, 2015, the airline kept that promise to investors. But are customers sticking with JetBlue? But marketers aren’t the only people who make promises to customers. But that’s not all.

Airlines 184

Airlines Chief Customer Officer Hotels Brands 184

Stella Connect

JULY 17, 2017

Like so many other brands’ customer service operations, it was simply a cost of doing business. That’s when Stan, along with Bruce Pullens, Lane Bryant’s Director of Customer Service, Strategy and Customer Insights, introduced “whole summits” at the contact center. A New Breed of Customer Service Agent.

Contact Center 45

Contact Center Sales Metrics Apparel 45

Helen Dewdney

MARCH 29, 2022

For example I took Tesco to court in 2013 but when Dave Lewis became CEO of the group in 2014 I contacted him and over the next 6 years I still continued to criticize but also found common ground. Feedback on customer service performance. A consumer champion will be able to provide the unique perspectives of your customers.

Consumers 59

Consumers Government Consulting Policies 59

Experience Investigators by 360Connext

APRIL 30, 2015

After unsubscribing, there’s still someplace to go and a chance to make a sale. Instead of the generic “You will no longer receive…” confirmation page, Michaels offers a link to their sales page. Customer feedback is vital when it comes to creating the best experiences, but getting it is a challenge! Great move!

Brands 110

Brands Retail Consulting Touchpoint 110

Win the Customer

NOVEMBER 14, 2016

By pushing for the sale in all your Facebook posts and tweets, you end up ignoring many of your customers. How about being a bit more personal and actually communicating with your customers? Remember when customers were limited to using the telephone if they wanted to contact businesses?

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. Knowledge is Power in Service and Support.

Self Service 40

Self Service Wireless Customer Service CRM 40

Ian Williams

MAY 14, 2015

Now, I don’t usually do this, as it is not within my interest as a Customer Experience consultant to ‘go public’ on a bad experience that I have, however this has been SO bad that I thought it would be wrong not to share it. Sent: 14 November 2014 09:45. To: sales@tigerbox.co.uk. Sent: 19 November 2014 10:48.

Customer Service 40

Customer Service Sales Customers Consulting 40

Tricia Morris

SEPTEMBER 17, 2015

Some brands overall have had competitive rivalries in sales and marketing (think of the great Cola Wars of the 1980s), but what if customer service teams, or better yet, obsessed brands began engaging in this type of competitive rivalry? Get your game-face on CEOs, CMOs, CIOs and Chief Customer Officers.

Customer Service 40

Customer Service Chief Customer Officer Customer Centricity Report 40

Customer Bliss

MAY 31, 2018

In today’s episode, I speak with Antonio Susta , Head of Customer Experience and Customer Service at The Linde Group , a world leading supplier of industrial, processes and specialty gases. . Antonio has a lot of experience blending marketing and sales. About Antonio Sustas.

B2B 107

B2B Industry Leadership Conference 107

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Stella Connect

SEPTEMBER 11, 2017

We want to know exactly what’s happening from a customer service perspective. Throughout last year, including holiday 2016, our best-in-class Index brands set a high bar for service speed and quality. They’re clearly investing in the service channels their customers (like all consumers) prefer above all: chat and phone.

Retail 41

Retail Customer Service Ecommerce Metrics 41

Natalie Petouhof

AUGUST 9, 2015

A company’s business model must move post-sales care to a more mature level. This evolution requires a different mindset and approach to customer lifetime value. Four Areas Needed to Master Customer Success Management. [1] Companies who believe in customer experience build CSM organizations.

Customer Success 40

Customer Success Sales Management Analytics 40

One Millimeter Mindset

NOVEMBER 22, 2018

This year represents the culmination in an ongoing business pivot – my own leap of faith – I’ve been making since 2014. Starting in 2012, I realized that while my Sales Aerobics for Engineers® Blog continues to win awards, the blog focuses on far more than topics which are exclusively sales-related.

Customer Retention 67

Customer Retention Sales Consulting Conference 67

Strativity

AUGUST 19, 2014

Hackensack, NJ (PRWEB) August 19, 2014. Join Automotive Management Services, Inc. In her role as Director Operations at Automotive Management Service, Inc. AMSI), Mrs. Riazzi is responsible for the implementation of standards set forth by the manufacturer to provide the highest customer service experience within each brand.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

Service Untitled

SEPTEMBER 15, 2011

In 2010, Forrester Research stated that retail online sales had grown 11 percent and expected increases of 10 percent a year through 2014. By 2014, consumer purchases using e-retail is expected to exceed $249 billion. Internet retailers should capitalize on customer service Much of retail has shifted from brick and mortar to.

Customer Service Strategies 48

Customer Service Strategies Customer Service Strategy Retail 48

CX Journey

SEPTEMBER 19, 2014

It was published on their blog on May 19, 2014. Have you thought about this question: "In your company, are customers persona non grata?" And yet, we still see some dismal statistics about how many companies don''t focus on the customer experience or think they focus on the customer experience but really don''t. $83

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 But no matter which CRM solution you use, a few features are essential in today’s sales environment. In today’s sales environment, mobile capability is essential for an effective CRM tool.

CRM 108

CRM Company Customer Experience Social Media 108

Comm100

OCTOBER 20, 2016

According to research by ComScore , in 2015 desktop online holiday sales reached $56.4 And this doesn’t include mobile sales, which is an ever expanding force for online vendors. billion PC users, and in 2014, mobile was responsible for over 20% of holiday sales. Increase Customer Support. Don’t believe us?

Tips 100

Tips Social Media Advertising Sales 100

Kerry Bodine

MARCH 8, 2017

-based clients, and even with my friends and family, they equate “service” with one of two things. The first is the support organization you call or visit when you need to resolve a problem with a company or product: “I had to call customer service to get the charge reversed” or “I need to take my car in to the service department.”.

Chief Customer Officer 216

Chief Customer Officer Innovation Government Study 216

Win the Customer

JUNE 7, 2016

According to data reported by the Selz Blog , ecommerce sales are expected to increase to $491.5 billion by the year 2018, compared to 2014 when online sales totaled $304.1 Customers shop online because it’s convenient. Your customers expect it. Top-Notch Customer Service. Simple Returns.

Customer Expectations 52

Customer Expectations Ecommerce Policies Social Media 52

Customers That Stick

NOVEMBER 10, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging.

Omni-Channel 147

Omni-Channel Tips Mobile Customer Service Trends 147

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . Join Lior Arussy and Bruce Temkin as they discuss: Clear, actionable steps to design an effective customer journey map. Techniques that will elevate your customer journey mapping to the next level . ? CEM Certification – October 21 – 23, 2014. . .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52