BlueOcean

MAY 16, 2017

Our workforce management teams and operations teams work hard to refine staffing models and improve efficiency – their expertise is essential to driving cost out of our clients’ businesses through productivity and efficiency gains. Myth #2: You Sacrifice Your Culture When You Outsource. Respectfully, we disagree.

Contact Center 136

Contact Center Call Center Government Culture 136

ShepHyken

DECEMBER 26, 2016

Oddly enough, some businesses still ignore the hidden costs of poor internal customer service. Management doesn’t even realize or acknowledge that internal customers exist. My Comment: The internal customer is just as important (if not even more so) as an outside customer. The reason is simple.

Chief Customer Officer 83

Chief Customer Officer Customer Service Lifetime Customer Loyalty 83

Bold360

APRIL 13, 2020

Self-service remedies divert traffic to manage workflows. Understanding intent from text remains a big challenge for NLP, but it’s also challenging for us humans,” he says, “especially when it comes to understanding things like cultural references, jokes and sarcasm.” The result?

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69

ijgolding

MAY 20, 2015

Today I am sharing a story about a company that has had an overt Customer Centric culture for many years. Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

SurveySensum

JULY 14, 2020

She is an internationally recognized Customer Experience Thought Leader, Coach, Keynote Speaker, and Author of ‘Customer Understanding: Three Ways to Put the “Customer” in Customer Experience’ (and at the Heart of Your Business). LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pretium Solutions

JANUARY 1, 2012

Returning customers and those to whom they refer to your business keep the cash register ringing. Know the lifetime value of your customer. So, if you want your employees to provide great customer service , treat your employees well. Reassess your employment culture. Create a Culture of Accountability.

Customer Centricity 49

Customer Centricity Loyalty Handbook Policies 49

Pretium Solutions

JANUARY 1, 2012

Returning customers and those to whom they refer to your business keep the cash register ringing. Know the lifetime value of your customer. So, if you want your employees to provide great customer service , treat your employees well. Reassess your employment culture. Create a Culture of Accountability.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

Pretium Solutions

JANUARY 1, 2012

Returning customers and those to whom they refer to your business keep the cash register ringing. Know the lifetime value of your customer. So, if you want your employees to provide great customer service , treat your employees well. Reassess your employment culture. Create a Culture of Accountability.

Customer Centricity 40

Customer Centricity Loyalty Handbook Policies 40

LiveChat

DECEMBER 9, 2016

So, what do you do to keep your customers engaged over the years ? Customer engagement strategies. Customer engagement is the process of actively nurturing and managing relationships with customers. One of the best ways to check if your customers are engaged is to use NPS ( Net Promoter Score ).

Customer Engagement 28

Customer Engagement Engagement Strategy Social Media 28

LiveChat

JUNE 8, 2015

Moreover, they engage the audience by launching interesting video campaigns , like a video about a cultural phenomenon: selfies – and all the obsession that goes with it. It pays off much more than gaining a new customer. You want them to be your lifetime customers, so you need to be constantly working on your relationship.

How To 28

How To Social Media Video Entertainment 28

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. Making sure everyone is on the same page—from the agents to the coaches to managers to the client—is key to ensuring we don’t sacrifice quality.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Today, businesses are able to measure their activities, impact of customer experiences, and customer relationship with unprecedented precision.

Chief Customer Officer 60

Chief Customer Officer Omni-Channel Customer Centricity Consulting 60

Kustomer

JANUARY 14, 2021

Next is evaluating how the brand should go about in creating and enforcing their customer service ideals. Ed mentions, “You keep your employees happy, you provide good culture and environment and training and coaching, they’re going to deliver good service to your customers.” So with that, Ed, thanks for joining.

Omni-Channel 81

Omni-Channel How To Multi-Channel Contact Center 81

SmartKarrot

JULY 26, 2021

As businesses become more customer-centric , companies are focusing more on forming and training their internal resources to become CX specialists. Customer Experience Director Customer Experience Manager Customer Experience Consultant Customer Experience Specialist Customer Experience Agent Customer Experience Advocate.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11

BlueOcean

DECEMBER 10, 2019

The True Cost of Losing a Customer. Did you know it can cost five times as much to acquire new customers versus retaining existing ones? That’s why calculating lifetime customer value is key to understanding the impact of customer service. Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Contact Center 31

Contact Center Customer Service Infographics Trends 31