Remove 2016 Remove Customer Care Remove Customer Expectations
article thumbnail

What’s the State of Social Customer Care in 2016?

BlueOcean

If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond? The evidence is overwhelming.

article thumbnail

Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? It’s simply natural to let expectations creep between brands.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

5 Top Customer Service Articles For the Week of August 15, 2016

ShepHyken

My Comment: There have been many lists shared about how to be more effective with social customer care. Using social media channels to connect one-on-one with customers is a powerful social media customer care strategy. This is reactive customer service. Follow on Twitter: @Hyken .

article thumbnail

The State of Social Customer Support in 2018

BlueOcean

Remember when social media was the young upstart of the customer care channels and voice was still king? Way back in the good old days of the early 2010s… It seems like a lifetime ago that we were asking ourselves how to handle customers in such a public forum. Or was it customer service? Easier said than done.

article thumbnail

3 Key Trends That Are Transforming the Customer Service Industry

CSM Magazine

As recognised recently by McKinsey , a gig customer service or ‘GigCX’ model “could give customer care the horsepower and flexibility it needs for today’s increasingly volatile markets.” In light of this, there are three important trends that will be indispensable to customer service.

Trends 98
article thumbnail

How a Customer Service Consulting Firm Can Grow Your Company

InteractionMetrics

Why You Need a Customer Service Consulting Firm The quality of customer service impacts everything from how your customers perceive your brand to sales. Bad customer service hurts companies’ bottom lines—by a lot. According to a 2016 Accenture study, the cost of customers switching companies due to poor service is $1.6

article thumbnail

How Top Performing Contact Centers Will Own 2017

Storyminers

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device. Here’s what we learned.