Building a Culture of Customer Care Isn’t Easy

Kayako

She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer.

Social Customer Care Cannot Be Ignored

ShepHyken

So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

Trending Sources

3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service.

What’s the State of Social Customer Care in 2016?

BlueOcean

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a toilet over talking with customer service. If the call to customer care is a dreaded and distasteful last resort, how do we adapt and improve the experience?

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

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?

IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand.

Use Empathy To Strengthen Your Customer Care

Nimble

Customer Focus Nimble Tips Social Business #CustServ Customer Experience Customer Service CXYou’re waiting in line at a clothing store.

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI.

Social Customer Care: Isn’t it Time?

Customer Interactions

Organizations are still trying to figure out what to do about social media. The top approach to handling posts that mention a company is to ignore them, because businesses do not have the infrastructure or best practices to handle social media

Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service

10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service

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Social Customer Care is Changing CX: Two Real-Life Examples

Clarabridge

Of course, he was talking about customer experience—but this time, Sid was the customer having the experience. Social in particular, because it’s not the dominant path for communication between customers and airlines, does tend to have a shorter queue,” he said.

A Step Forward in Connecting Sales, Marketing, and Customer Care

Think Customers

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. This view includes the full stream of transactions that a customer has had with a company, the most recent touchpoints she used to interact with the company, feedback she shared about her experiences in social media or in the contact center, etc.

The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service

C3Centricity

It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!

How Customer Care Can Boost Your Sales and Increase Your Profits

CSM Magazine

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits. He was going out of his way to get the best deal for his customer. Ellen Goodwright is a freelance writer and customer service raving fan.

Making the Right Investments in Customer Care

Think Customers

Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy

When Customer Expectations Are Unreasonable, Meet Them Anyway

Who's Your Gladys?

It takes self-control to handle a customer with over-the-top expectations. The post When Customer Expectations Are Unreasonable, Meet Them Anyway appeared first on Who's Your Gladys?

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.

24-Hour Customer Service Solutions for Those who Need to Sleep

360Connext

Customer service. The customers acted. The post 24-Hour Customer Service Solutions for Those who Need to Sleep appeared first on Customer Experience Consulting. It used to be a specific thing. It was the desk with the curvy cursive letters above it in the grocery store.

Maybe the Best Customer Service Line Ever

ShepHyken

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.

Do Your Employees Need A Customer Care Management Degree?

Joe Rawlinson

Fierce competition, rapidly changing technologies, and a customer base that is exposed to an omnipresent barrage of marketing campaigns are making it increasingly difficult to stay the course. Your customers are your number one asset and the best way to ensure your success is to serve those customers better than anyone else in your industry. ” Here are a few steps to help you achieve exactly that–a customer service dream team. Customer Service

New Report: ROI Of Customer Service & Customer Experience

Natalie Petouhof

Tweet This report looks at how companies, using the right software, can gain ROI from Customer Service and Customer Experience. Customer Care as a cost center is an unfounded p aradigm. This research is based on in-depth customer interviews and field research.

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Customer Experience: Loyalty Through Narcissism?

Kate Nasser

Super customer experience is achieved when you think from the customer perspective not from yours. The post Customer Experience: Loyalty Through Narcissism? Involve them & win their loyalty. 4 ways to win big. appeared first on KateNasser.com.

Super Customer Service People Skills: Reverse Regret | #custserv

Kate Nasser

Super customer service has little room for regret. By then customers are gone. The post Super Customer Service People Skills: Reverse Regret | #custserv appeared first on KateNasser.com. Key service people skills to master from Kate Nasser, The People Skills Coach™.

Self-Care Tips For The Dedicated Customer Care Agent

Nimble

Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. As a Care [.]. Customer Focus Customer Service Customer Support

Reverse Customer Experience: Are You Driving Calm Customers Away?

Kate Nasser

Don't just focus on angry customers. Reverse customer experience strategy & make sure you retain calm customers too. The post Reverse Customer Experience: Are You Driving Calm Customers Away?

Self-Care Tips For The Dedicated Customer Care Agent

Nimble

Working in customer care can be a rewarding job for those of us who love helping others! Here at Nimble, we understand the importance of providing our customers with the best support possible. As a Care [.]. Customer Focus Customer Service Customer Support

People Skills Shock: Leaders, Would Your Teams Ever Say This?

Kate Nasser

Customer Service Employee Engagement Hot Topics and New Bits Leadership People Skills Soft Skills communication Customer Care emotional intelligence empathy employee engagement interaction interpersonal management people skills Personality Type Teamwork

15 Reasons Your Customers Don’t Like You (Infographic)

Provide Support

The key to any business success is building trust and establishing strong relationships with customers as those are the main factors that contribute to customer loyalty and generate more sales. Very often though, we unknowingly create barriers that discourage customers from doing business with us, sometimes simply because we don’t realize they exist. Infographics customer care customer experience customer service customer service infographics infographic

Customer Service Transparency: Remove the Shadow of Fine Print! #custserv

Kate Nasser

Sales & customer service transparency impresses w/ integrity & builds priceless trust. Remove the fine print or lose customers. The post Customer Service Transparency: Remove the Shadow of Fine Print!

Conquer Listening Barriers: Unstick from Keywords | #peopleskills

Kate Nasser

| Leadership, Customer Service, Teamwork. Customer Service Hot Topics and New Bits IT Leadership Listening Power People Skills Sales Soft Skills Teamwork call center clarity communication contact center Customer Care interpersonal skills listening people skills Ultimate Customer Service

Customer Service People Skills Timing: How to Sharpen Yours

Kate Nasser

How is your customer service people skills timing? Improve it with these 4 steps fr The People Skills Coach™, The post Customer Service People Skills Timing: How to Sharpen Yours appeared first on KateNasser.com.

Memorable Customer Experience: Far Deeper Than a Smile | #CX

Kate Nasser

Truly memorable customer experience is not transaction; it is great interaction. The post Memorable Customer Experience: Far Deeper Than a Smile | #CX appeared first on KateNasser.com.

How to Improve Customer Experience Quickly |#cx #custserv

Kate Nasser

Want to improve the customer experience quickly? Here are 5 ways from Kate Nasser, The People Skills Coach™, guru of irresistible customer experience. The post How to Improve Customer Experience Quickly |#cx #custserv appeared first on KateNasser.com.

Complimentary Should Mean Free

ShepHyken

My friend will go back, and I’m sure the owner of the restaurant will go overboard to take care of him. Depending on the ones you read, up to 96% of customers who have a complaint, don’t make the complaint. My buddy went to dinner with his wife to celebrate their anniversary.

Customer Service Leaders: Remove These Morale Killers | #Leadership

Kate Nasser

Customer service leaders, are you unknowingly killing employee morale? The post Customer Service Leaders: Remove These Morale Killers | #Leadership appeared first on KateNasser.com. Checklist from The People Skills Coach™ & remove these morale killers. | | Leadership.

Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills

Kate Nasser

Working with rude angry customers doesn't have to wear you down. Great EQ EI tips fr The People SKills Coach™, The post Rude Angry Customers: 5 Ways to Stay Calm & Caring | #Custserv #Peopleskills appeared first on KateNasser.com. Customer Service Hot Topics and New Bits People Skills Soft Skills agents angry call center contact center customer Customer Care EI emotional intelligence interpersonal skills people skills rude service technical support reps.

12 Reasons I Want Customer Service on Social Media

Provide Support

Customer service via social media can no longer be considered as a luxury but as an essential component of any customer service strategy – for two simple reasons: Everyone’s thumbs are practically connected to their cellphones – it gives little room for companies to consider alternatives.

Beware A Backlash From Too Much Tech {Infographic}

Michelli Experience

10 Signs of a Company That Really Cares About Customers

Provide Support

10 Signs of a Company That Really Cares About Customers. Although I’ve been in customer service for more than a decade, I first learned of it last week through a special offer email that I got in my inbox. Articles customer care customer service