BlueOcean

DECEMBER 13, 2022

loyalty programs on average. If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. The Downlow on Loyalty: Reciprocity is Key.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Our AI is developed specifically for contact centers. Your boss will thank you.

Interaction 62

Interaction Self Service Customer Service Contact Center 62

NobelBiz

JUNE 29, 2021

These contact points, which can be physical or digital, include a consumer’s arrival on a website in search of information, conversation with a customer care representative, as well as an online or in-store purchase. The contact center is an important part of the client journey because of this.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer.

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

LiveChat

OCTOBER 24, 2016

Here are some best practices that will let your staff deliver wow experiences that will delight the most demanding customers. #1: Today’s consumers interact with companies through several channels including but not limited to website, email, phones, brick and mortar stores, contact centers, kiosks, and social media.

Loyalty 28

Loyalty Omni-Channel Customer Retention Poor Customer Service 28

Thematic

NOVEMBER 13, 2018

This can be social media messages, online reviews and text analytics used for customer care interactions. Inferred feedback: Operational, behavioral and transactional data that is associated with a customer experience, which can include website data, purchase history or contact center data.

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101