Up Your Service

MAY 3, 2017

Companies ahead of the curve recognize the critical role that customer service plays in winning people over, and the best travel and hospitality brands are stepping up their game with white-glove service and concierge contact centers to transform travelers from simply being loyal, to being proactive brand advocates.

Hospitality 74

Hospitality Travel Industry Brands 74

West Monroe

MAY 31, 2019

Many banks still have hundreds of contact center agents answering simple questions like these, which are the exact types of queries that virtual assistants and chatbots excel at answering. How much did I spend at Starbucks last month? (or or any other merchant). What are my most recent transactions? Personal Financial Management.

Banking 40

Banking Financial Self Service Chatbots 40

NobelBiz

OCTOBER 24, 2023

Loyalty program enrollment for customer retention. SMS text messaging In-person (for retail contact centers) Of course, the easy way of deploying, managing and tracking all these channels is to opt for a cloud contact center platform such as NobelBiz OMNI+ that allows full omnichannel operability.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

Responsetek

MAY 3, 2018

They ask questions about the user friendliness of their online customer portal or the quality of support delivered by the field or contact center. To collect real-time feedback, some companies send short SMS surveys immediately after new subscribers activate a plan. Dashboards also conclusively highlight key pain points.

Omni-Channel 40

Omni-Channel CEM Loyalty Programs Roadmap 40

Tricia Morris

MAY 31, 2016

Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience. Buying customer loyalty doesn’t work anymore,” says Pombriant who notes that traditional loyalty programs may soon be a thing of the past.

CRM 40

CRM Customer Experience Self Service Conference 40

ShepHyken

JANUARY 23, 2023

Here are five charts on how to up your loyalty game. My Comment : This is one of the more interesting articles about loyalty programs. It also includes some findings on why customers would leave your program. Shoppers get discounts and retailers get invaluable first-party data. It’s a win-win.

Customer Service 14

Customer Service Self Service Contact Center Loyalty 14

NobelBiz

JULY 25, 2023

Christian Montes, Executive Vice President of Client Operations @NobelBiz The Multifaceted Channels of Interaction In a contact center, customer interactions unfold across a myriad of channels, each holding a unique treasure trove of insights.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Currency Alliance

DECEMBER 17, 2019

But there remain some fundamental things that loyalty programs need to achieve to weather the looming storm that open banking, mobile payments, aggregation models, and other marketplace dynamics will bring. More customers will want to earn more loyalty currencies – which is potentially fantastic for all brands. How to compete.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Russel Lolacher

MAY 8, 2022

In this episode of Relationships at Work, Russel chats with Neal Dlin , founder and Chief Human Experience Officer of customer and employee experience consultancy Chorus Tree, on intention and action alignment at work, including how it can impact culture, the role of leadership and employees, and how curiosity can help. How do you listen?

Leadership 52

Leadership Culture Employee Experience Insurance 52