BlueOcean

JUNE 29, 2016

From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team. How to Extend Your Customer Experience Strategy to Your Outsourcing Team. How to Succeed as a Client: Helping Your Outsourcer’s Workforce Management Team Win.

Contact Center 120

Contact Center eBook Call Center Strategy 120

Customer Bliss

DECEMBER 27, 2016

One of the biggest things I did online in 2016 was create a customer experience podcast. 35 data-backed approaches to customer retention. The most important thing to know about customer experience competencies. The three quick steps to preventing customer defection. The MBA of customer love. This is bad.

Leadership 0

Leadership Customer Retention Company Strategy 0

BlueOcean

JULY 5, 2016

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. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience? The Facts About Social Customer Care.

Customer Care 120

Customer Care Social Media Contact Center Entertainment 120

ijgolding

JUNE 14, 2016

When it comes to the subject of Customer Experience, there are many questions I would like to know the answer to. So this year, I wanted to explore another aspect of Customer Experience that I find extremely interesting. So what did people see as either enabling customer centric behaviour… or frustrating it?

Customer Centricity 120

Customer Centricity Customer Experience Customers Leadership 120

CSM Practice

MAY 28, 2020

What is the average Customer Success Manager Salary? More and more SaaS businesses are realizing the value of having a customer success team to ensure the continued success of their customers. Popular Customer Success Manager Salary Plans. 2. Base + Bonus Plan. 3. Base + Variable Plan.

Customer Success 126

Customer Success Management Metrics Effort Score 126

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Kayako

JANUARY 14, 2016

Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work? And, did you know that it takes an extra $10k per year for customer support professionals to go from satisfied to very satisfied? Four new facts about the support industry in 2016.

Survey 96

Survey Report Industry Customers 96

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

NICE inContact

OCTOBER 28, 2016

amassed a large installed base of both large and small customers. ” Being recognized as a leader once again validates the work we’ve accomplished in the past 12 months as we’ve strengthened our ability to help organizations: Handle customer inquiries effectively and efficiently from all channels. . Integrations are Key.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

C3Centricity

FEBRUARY 27, 2024

A Gartner survey found that employees’ willingness to support enterprise change fell from 74% in 2016 to just 43% in 2022. And McKinsey found that companies which failed their transformation programs identified employee resistance or management behaviour as the major barrier (72%) to success.

Employee Engagement 226

Employee Engagement e-support Policies Retail 226

Topdown

DECEMBER 15, 2016

Gartner’s content and customer communications management (CCM) analysts have been quite busy lately. In the last few articles on our blog, we’ve been going over their recommendations for contextualizing CCM and the customer experience.

Strategy 48

Strategy Management Customer Experience Management Communication 48

Storyminers

APRIL 11, 2016

This Interview was conducted by ReachForce and first appeared March 9, 2016 Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today.

Customer Experience Management 100

Customer Experience Management Customer Experience Management Customer Experience Design 100

Storyminers

JULY 7, 2020

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? The more adaptive companies will excel at keeping pace with their customers’ changing needs.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. Agent Training Describe your training structure (team, facilities, Learning Management Systems, remote platforms, etc.)

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

TrustFuel

JULY 1, 2017

To date, Trust Fuel is the most comprehensive platform developed for customer support and client management. Based on our financial statement for 2016, our company has scored tremendous growth because the clients have recognized our quality and decided to utilize our software in their businesses.

Report 63

Report Industry Customer Success Software 63

InMoment XI

DECEMBER 7, 2015

According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. More than ever, CX is the province of the CEO – but what does that mean for CX leaders? This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article.

Management 200

Management Trends Customer Experience Company 200

InMoment XI

DECEMBER 7, 2015

According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. More than ever, CX is the province of the CEO – but what does that mean for CX leaders? This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article

Management 200

Management Trends Customer Experience Company 200

InMoment XI

DECEMBER 7, 2015

According to Gartner, 89% of companies will be competing MOSTLY on the basis of customer experience (CX) by 2016. More than ever, CX is the province of the CEO – but what does that mean for CX leaders? This number is up from 35% in just 5 years. Many would argue that this trend significantly raises. View Article

Management 200

Management Trends Customer Experience Company 200

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

SuiteCX

JANUARY 2, 2017

As 2016 rapidly draws to a close, Customer Experience continues to be a “hot topic” on everyone’s agenda, but companies are having trouble making progress. The primary disconnects are how Customer Experience professionals present and communicate Customer Experience to the C Suite. Customer Insight.

Customer Journeys 100

Customer Journeys Self Service Customer Insights Survey 100

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.” Does that mean (in the words of Charlie Sheen) you are “winning?”

Social Media 100

Social Media Government System Consumers 100

Experience Matters

JUNE 7, 2016

We just published a Temkin Group report, The State of the CX Management, 2016. Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. This year we found an […].

Report 120

Report Management Groups Survey 120

CSM Magazine

AUGUST 7, 2023

Crucial Engineering is underpinning a UK-wide expansion of its aluminium and automation business with the BigChange job management system which live links field engineers to back-office support staff using a mobile app. “Using BigChange we have had the working practices and management structure of a much bigger company from the start.

System 52

System Management Customer Relationship Management CRM 52

ShepHyken

NOVEMBER 7, 2016

Each week I read a number of customer service articles from various online resources. What’s stopping your customers from being loyal? Graham Jones) Most business leaders appreciate that 80% of their profits come from 20% of their customers. Keeping loyal customers is the “holy grail” of business. by Graham Jones.

Customer Service 124

Customer Service Loyalty Customer Success Resources 124

Wired and Dangerous

JANUARY 4, 2016

Welcome to 2016! We believe this year will be remembered in years to come as one in which people in the world of work embraced the spirit of consistently providing customers with great service across the entire customer journey! Great concierges are intensely loyal to a customer and consistently deliver great service. .

Call Center 70

Call Center Resources Consulting Study 70

Think Customers

DECEMBER 15, 2015

One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). 1to1Media.com/weblog.

Connections 60

Connections Customer Experience Customer Experience Professionals Trends 60

ppt solutions

NOVEMBER 29, 2016

FREMONT, CA, November 29, 2016— PPT Solutions, a premier provider of Client-centric, performance- based Customer Experience and Business Optimization Solutions, was recently named by CIOReview as one of the Top 20 Most Promising Customer Experience Solutions Companies. The annual list of companies is selected by.

Customer Experience Management 40

Customer Experience Management Customer Experience Management Customers 40

Customer Bliss

APRIL 24, 2018

This is the 100th episode of the Chief Customer Officer Human Duct Tape Show , and I have YOU to thank for it! I’m sending a huge, heartfelt thank you to all of the podcast guests I’ve interviewed since the launch of this podcast back in 2016.

Customer Experience 129

Customer Experience Chief Customer Officer Management Call Center 129

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. The Tufts researchers think the airlines are cushioning their schedules with extra time to prevent customers from becoming frustrated with flight delays. Airlines are Managing Customer Expectations.

Management 124

Management Airlines How To Transportation 124

Tricia Morris

JUNE 8, 2016

Below is a sneak peek of just a few of the survey responses from United States consumers polled as part of Microsoft’s 2016 State of Global Customer Service Report, which also includes responses from 4,000 additional consumers across Brazil, Germany, Japan and the United Kingdom. The post INFOGRAPHIC: 2016 U.S.

Infographics 40

Infographics Customer Service Report Trends 40

Win the Customer

FEBRUARY 5, 2016

Did you know that that delivering customer happiness is one of the easiest parts of working in support? And that the greatest challenge for customer support professionals is tackling burnout? In fact, 95% of respondents stated that handling customer enquiries was their top priority – and they’re good at it too.

Infographics 52

Infographics Survey Customers Report 52

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. It can be overwhelming. Support Driven Salary Survey.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

Kayako

JUNE 9, 2016

Particularly for humble customer support teams, who are secretly people pleasers, and find it difficult to put themselves before others for a change. When we put together the Customer Support State of Profession, one of the biggest surprises we found was the disparity in salaries. It can be overwhelming. Support Driven Salary Survey.

Chief Customer Officer 120

Chief Customer Officer Management How To Meeting 120

AWS Machine Learning

APRIL 2, 2024

In 2023, AWS announced an expanded collaboration with Hugging Face to accelerate our customers’ generative artificial intelligence (AI) journey. Hugging Face, founded in 2016, is the premier AI platform with over 500,000 open source models and more than 100,000 datasets. Reach out to your AWS Account Manager or submit your request.

Travel 91

Travel Meeting Resources Training 91

Tricia Morris

APRIL 1, 2016

Customers’ expectations for brands and organizations delivering the right answer at the right time, whether through assisted or self-service, continue to grow. In Microsoft’s Global State of Customer Service Report, 90% of consumers surveyed now expect a company website to include a self-service application. Get the 2016 Knowledge.

Infographics 40

Infographics Self Service Customer Service Report 40

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Is a lack of consistency letting your customer service down?

Trends 48

Trends Customer Service Contact Center Analysis 48

Tricia Morris

DECEMBER 18, 2015

This year’s lineup of contributors includes: • Bill Patterson: Microsoft General Manager of Service Engagement. Jeanne Bliss: Chief Customer Officer Author and CXPA Co-founder. Sumair Dutta: The Service Council Chief Customer Officer and Former Aberdeen Customer Experience Analyst.

Trends 40

Trends Chief Customer Officer Customer Service eBook 40