BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

Horizon CX

FEBRUARY 29, 2024

While efficiency and productivity are undoubtedly essential, businesses must not forget the importance of treating customers with genuine kindness and respect. Negative Word-of-mouth: Dissatisfied customers are not only likely to take their business elsewhere but also to share their negative experiences with others.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

NobelBiz

FEBRUARY 13, 2024

This efficiency reduces idle time and increases overall contact rates. NobelBiz OMNI+ takes the capabilities of Predictive and Power Dialing to the next level, transforming the contact center landscape with its versatile suite of dialing options. Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration?

Call Center 59

Call Center Self Service Software Contact Center 59

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. Live Webchat : Instant messaging platforms on websites or apps.

Interaction 98

Interaction Analytics Call Center Contact Center 98

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Beyond Philosophy

OCTOBER 21, 2021

We know from industry research and personal experience that despite all the attention on it, Customer Experience is either stagnating or not getting the results CEO’s desire. Having managed over 3,500 people in contact centers in my previous career, I was sympathetic of organizations at the start of the pandemic.

Chief Customer Officer 78

Chief Customer Officer Contact Center Call Center Net Promoter Score 78

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. Adam Toporek is an internationally-recognized customer service expert, keynote speaker, and frontline trainer who helps organizations get results by thinking differently about customer service.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

GetFeedback

JANUARY 6, 2020

The study also notes increasing usage of online resources (social media, review sites, and vendor web sites) which has pushed sales engagement later in the cycle. . While certain people on the buying (customer) side of the B2B relationship sign the purchase orders, it’s a huge mistake to assume they are the most important.

Customer Journeys 195

Customer Journeys B2C B2B Social Media 195

ShepHyken

DECEMBER 23, 2022

Mitel’s leadership team sat down and looked into the UC crystal ball. 2023 will be all about customer lifecycle management (CLM). Delivering continued support during all phases of the customer relationship and adapting the UC technology stack as needs change will – predictably – be a key differentiator. Our prediction?

Communication 71

Communication Contact Center Return on Investment System 71

Stella Connect

JUNE 5, 2017

Hiring for Retention: Building Blocks for Staffing your Contact Center for the Next Generation (Master Class). Director Consumer Care Center, Banner Health. Few contact center issues are more pressing (or costly) than employee churn. 5 Must-See Sessions. Cippy Seidler. Cecilia will share the impact and the results.

Call Center 40

Call Center Contact Center Conference CRM 40

ProProfs Chat

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. Angry customers can easily ruin your reputation, especially with today’s social media reach.

Customer Experience 106

Customer Experience Marketing How To Social Media 106

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” ” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media.

Strategy 20

Strategy Management Social Media Contact Center 20

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” ” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media.

Strategy 20

Strategy Management Social Media Contact Center 20

Customer Guru

AUGUST 8, 2018

Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner. He advises Fortune 500 businesses on customer-centric CX strategy, goals, metrics, and procedures. He has tremendous experience in social media marketing and customer experience management. 19. ” 29.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

inmoment

JUNE 1, 2020

The global pandemic has led to a shifted relationship between businesses and their customers. Globally, brands have grappled with how to navigate through these turbulent times and emerge with customer relationships intact. The technology now exists to understand customer data in its native form.

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Brad Cleveland Blog

NOVEMBER 2, 2016

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” ” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media.

Strategy 20

Strategy Management Contact Center Social Media 20

Brad Cleveland Blog

NOVEMBER 2, 2016

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.” ” It includes short, to-the-point podcasts on topics such as building profitable customer relationships, customer access strategies, contact center value, and customer service through social media.

Strategy 20

Strategy Management Contact Center Social Media 20

Brad Cleveland Blog

AUGUST 11, 2017

If you haven’t listened before, you might want to check out my podcast series “Customer Strategy and Management.”

Strategy 26

Strategy Management Contact Center Customer relationships 26

Brad Cleveland Blog

MARCH 17, 2021

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first?

Social Media 32

Social Media Metrics Survey Customer Experience 32

Brad Cleveland Blog

MARCH 17, 2021

You face many choices when deciding where and how to improve the customer experience. And possibilities multiply when analyzing customer data from sources that range from social media posts to surveys to operational metrics. Which issues do you tackle first?

Social Media 26

Social Media Metrics Survey Customer Experience 26

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. But how do you bring that team together?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Natalie Petouhof

APRIL 12, 2016

For companies that don’t have this relationship worked out, the connection with Facebook Messenger may be the missing piece they need to connect the dots between Customer Service and Marketing. Salesforce extends its leadership in CRM with the launch of Salesforce for Messenger.

CRM 40

CRM Ecommerce Connections Leadership 40

Brad Cleveland Blog

APRIL 16, 2015

With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide range of generations our customers represent – supervisors have become increasingly important to the contact center’s success. But it is a …

Social Media 20

Social Media Study Customer relationships Contact Center 20

Brad Cleveland Blog

APRIL 16, 2015

With today’s developments – emerging channels, proliferation of social media, the competitive importance of customer relationships, and the wide range of generations our customers represent – supervisors have become increasingly important to the contact center’s success. But it is a …

Social Media 20

Social Media Study Customer relationships Contact Center 20

Brad Cleveland Blog

OCTOBER 3, 2018

The post Communicating Access Alternatives to Customers appeared first on Brad Cleveland.

Communication 26

Communication Customers Multi-Channel Social Media 26

Brad Cleveland Blog

FEBRUARY 28, 2017

The Edge of Service® Newsletter, Issue 20: TEDx: Thriving in an Always-On World Being always connected…is it a blessing or a curse? Are we in charge, or are we slaves to our smartphones?

Connections 26

Connections Multi-Channel Social Media Contact Center 26

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. Lindsey Groepper of BlastMedia and John Rampton … Continue reading → The post Four Keys to Retaining Millennial Customers appeared first on Brad Cleveland.

Financial 26

Financial Industry Customers Self Service 26

Brad Cleveland Blog

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Are we in charge, or are we slaves to our smartphones?

Government 26

Government Connections Multi-Channel Social Media 26

Brad Cleveland Blog

FEBRUARY 28, 2017

For the past three decades, I’ve been privileged to work with a diverse range of organizations—from small startups to national governments and multinational corporations—in shaping their customer … Are we in charge, or are we slaves to our smartphones?

Government 20

Government Connections Multi-Channel Social Media 20

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial 20

Financial Industry Customers Self Service 20

Brad Cleveland Blog

JUNE 2, 2016

It was great to be included in an article Telus International put together on retaining millennial customers. The article focuses on the financial services industry, but the principles apply to many other industries. Lindsey Groepper of BlastMedia and John Rampton of Due were also interviewed for the article. You can read it here.

Financial 20

Financial Industry Customers Self Service 20

Brad Cleveland Blog

DECEMBER 16, 2014

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Trends 20

Trends Customer Service Customer Expectations Meeting 20

Brad Cleveland Blog

DECEMBER 16, 2014

In this 12-minute interview, we discuss the trends shaping service and how to meet today’s fast-evolving customer expectations. Earlier this week, I joined Laura Sikorski on the WebTV show, Sikorski’s Think Abouts.

Trends 20

Trends Customer Service Customer Expectations Meeting 20

Brad Cleveland Blog

OCTOBER 3, 2018

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Communication 20

Communication Customers Multi-Channel Social Media 20

Brad Cleveland Blog

OCTOBER 3, 2018

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Communication 20

Communication Customers Multi-Channel Social Media 20