NICE inContact

AUGUST 27, 2019

Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. 1) Be personal. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

Hallmark Business Connections

MAY 27, 2021

We care about our employees. We truly value our customers. ” Why Your Company is Still Getting CX Wrong (And How to Turn It Around) – Customer Think, May 2021. ” Why Your Company is Still Getting CX Wrong (And How to Turn It Around) – Customer Think, May 2021. Damasio 1994, LeDoux, 1988.

Video 92

Video Connections Customer Care Employee Engagement 92

Win the Customer

NOVEMBER 25, 2019

In today’s competitive marketplace, customer care isn’t merely an add on, it’s become an integral part of most business strategies. Entrepreneurs understand that high-quality customer care drives profits, increases customer satisfaction, and helps to secure and retain happy customers. . Here’s why.

Connections 111

Connections How To System Customer Care 111

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Hello Customer

MAY 19, 2021

Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Recently, many organizations saw peaks in demand for customer service and the requests never went down.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Register now to join live or pre-order the recording!

Customer Care 52

Customer Care Customer Experience Ecommerce Culture 52

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Listening will serve you and your customers better – really listening to what your customers and stakeholders want and need can be a super power. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. The impact of bilingual support on the customer experience cannot be understated. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Russel Lolacher

MARCH 8, 2020

Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. younger generations are finding social media preferable as a means to connect with brands.

Customer Care 80

Customer Care Social Media Comparison Groups 80

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. What about you? 30, January 2015.

Customer Care 110

Customer Care Social Media Marketing Conference 110

The DiJulius Group

JULY 2, 2020

What business isn’t using social media to connect with customers nowadays? In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group.

Customer Care 59

Customer Care Social Media Groups Connections 59

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center Government Healthcare 94

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Why It Works.

Customer Care 98

Customer Care Transportation Social Media Government 98

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. “Yes, but what do you do? Aren’t you just tweaking on faceplant?” Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

BlueOcean

MARCH 20, 2017

They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The post What’s the State of Work-at-Home in Customer Care in 2017? About five years ago, we entered a discussion with a prospective client.

Customer Care 189

Customer Care Contact Center Call Center Average Handle Time 189

NICE inContact

MAY 12, 2017

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care.

Contact Center 120

Contact Center Connections Conference Case Study 120

Interactions

MARCH 26, 2020

“Please hold while we connect your call”. After a few failed attempts to cancel the missing card on a bank’s website and mobile app, you get rerouted to call their customer service line. The pain and frustration associated with poor customer experience in contact centers is all too familiar. Imagine you misplace your debit card.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Basically, this is the same idea as “treat the customer as a friend”. The key to the best customer service in the home building industry is using available technology.

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. He has led customer success at Adobe since 2007.

Connections 100

Connections Exercises Customers Metrics 100

Customer Bliss

JANUARY 14, 2016

With a customer listening path in place, your leaders and the organization will become personally involved in understanding the lives of your customers. Your customer listening method will provide a constantly refreshing source of information organized by journey stage. He has led customer success at Adobe since 2007.

Connections 100

Connections Exercises Customers Metrics 100

Kayako

MAY 13, 2022

In recent years, the rise of social media put the customer in charge of the brand conversation. As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Fortunately, customers also like to help themselves. What Is Customer Self-Service?

Self Service 275

Self Service Knowledge Base e-support Policies 275

Interactions

OCTOBER 29, 2020

However, etiquette extends far beyond the dinner table into everyday social and business settings, formal occasions like ceremonies, and yes, even to customer experience. A good customer experience should be built on this same premise–a combination of good manners as well as actions that come from consideration, respect, and honesty.

Customer Care 48

Customer Care Self Service Wait Times System 48

Bold360

JUNE 18, 2020

You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. Customers just don’t want that kind of high-touch, hand-holding treatment like they once did. How customers get support in a post-COVID world. Marie Ruzzo.

Connections 71

Connections Engagement Self Service Insurance 71

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . Building and nurturing these connections can lead to improved internal and external engagement, deeper trust and boosted social capital. Great social customer care can do the same.

Customer Care 45

Customer Care Social Media Engagement Brands 45

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 72

Customer Service Social Media Tips Trends 72

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

Customer Service 64

Customer Service Social Media Tips Trends 64

Bill Quiseng

NOVEMBER 15, 2023

In the last two weeks, I explained the first and second QUI TAKEAWAYS: CX versus CXM, and customer service versus customer CARE. This week, I will explain the third QUI TAKEAWAY: customer service training versus customer CARE education. QUI TAKEAWAY: Don’t offer customer service training.

Customer Service Training 97

Customer Service Training Customer Care Training Social Media 97

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. When it comes to customers and customer service, don’t be just good. Customer service excellence is not an attitude.

Customer Service 78

Customer Service Social Media Loyalty Customers 78

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Think Customers

SEPTEMBER 15, 2015

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers. While this is hardly a shocking revelation, it's dismaying how little progress has been made on this front.

Customer Care 40

Customer Care Sales Connections Marketing 40

CSM Magazine

MARCH 20, 2024

In the fast-evolving global business landscape, the strategic move of customer support outsourcing to the Philippines has become a critical path for companies seeking to boost operational efficiency and elevate customer satisfaction. The expertise residing within Cynergy BPO’s leadership is unparalleled.

Customer Experience 52

Customer Experience Contact Center Competitive Advantage Exceptional Customer Service 52

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 76

Customer Experience Net Promoter Score Guidelines Customer Care 76

Bill Quiseng

NOVEMBER 8, 2023

With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. So shouldn’t customer service be customer care? At the same time, customer service experts have advocated that the the people in customer service are the frontlines. CARE Magnificently!

Customer Service Representative 88

Customer Service Representative Customer Care Social Media Loyalty 88

COPC

FEBRUARY 14, 2018

Today, Nest is on the leading edge of home automation technology, specializing in wifi-connected devices like thermostats, smoke detectors and security cameras. Our Nest thermostat was having a hard time maintaining a connection to our wifi network. So it came time to call Nest’s customer care. Do you know about Nest?

Customer Care 43

Customer Care Customers Connections Loyalty 43

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177