Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Why It Works.

Customer Care 98

Customer Care Transportation Social Media Government 98

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business. Your business can develop customer-centricity DNA.

Customer Centricity 74

Customer Centricity Sports Policies Culture 74

ShepHyken

MAY 29, 2020

She shares tips on how to create an effective customer-centric company culture. There’s a lot of talk about customer-centricity and customer-centric organizations, but what does that really mean? If your business is customer-centric, those things are the least of your worries. Leadership.

Customer Centricity 80

Customer Centricity Culture Customer Journeys Leadership 80

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. The post Behind the Scenes of Government Social Media Customer Care appeared first on Russel Lolacher. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors). Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

InMoment XI

OCTOBER 5, 2023

This collaborative approach also sends a powerful message to contact center employees, demonstrating that the organization values their input and is genuinely committed to using an integrated CX approach to improve customer experience.

Contact Center 486

Contact Center Self Service How To Call Center 486

Horizon CX

JUNE 27, 2023

Imagine a scenario where a company’s marketing campaigns project an image of exceptional quality and superior customer care. However, when customers interact with the company’s representatives or use their products or services, the experience falls short of the promised brand perception.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer Well-Being (efforts to translate customer knowledge into organizational attitudes and behaviors). Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. COPC: In what ways does COPC certification benefit Mastercard customers directly?

Customer Experience 75

Customer Experience Net Promoter Score Guidelines Customer Care 75

Russel Lolacher

OCTOBER 28, 2019

74% of Millennials (18-34) and 58% of GenX (35-54) have a better opinion of organizations that provide social media customer care – Microsoft . The secret weapon in social customer care isn’t that much of a secret, it’s all in the name. Great social customer care can do the same. BONUS BENEFIT!!!

Customer Care 45

Customer Care Social Media Engagement Brands 45

Bill Quiseng

DECEMBER 6, 2021

Then let them know that you want to emphasize customer-centricity – always revolve around the customer. To customers, it’s all about them, not the employees. Then let them know that you want your employees, not to take care of customers, but to care for customers.

Customer Centricity 195

Customer Centricity Exceptional Customer Service Culture Customer Service Training 195

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

Customer Care 26

Customer Care Customer Centricity Customers Brands 26

Think Customers

FEBRUARY 11, 2020

What do you find gets overlooked in creating a customer-centric organization? TSF: I would say the customer. We always try to give the customer everything they want. The post Behind the Scenes of Dow Jones’ Customer Care appeared first on 1to1 Media. I think it’s really a balance.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customer Centricity Customer Expectations Customers 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

Lumoa

JUNE 14, 2023

By inserting humor , wit, and enthusiasm into their customer interactions, Netflix shows that they are not only listening to customers but also engaging with them on a personal level. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Self Service 60

Self Service Trends Customer Service Chatbots 60

Qualtrics

SEPTEMBER 12, 2019

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on insights. Celebrate great customer service.

Customer Centricity 24

Customer Centricity Culture Exercises Customer Service Representative 24

C3Centricity

JULY 8, 2020

It is “The 7 essentials of Customer Centric Websites.” It starts with technology and also includes company rather than customer priorities. But you, fellow customer centricity champions, know that everything should start with the customer! 9 Essentials of a Customer Centric Website.

Engagement 207

Engagement Entertainment Customer Centricity Social Media 207

Zeisler Consulting

MARCH 14, 2023

A while back, I participated in a round of judging for a Customer Service and Support awards competition. It was both an honor to be asked to participate, and a real inspiration to read so many great stories of dedicated Customer centricity. That said, one thing I saw several times stood out to me and was a bit of a surprise.

Fashion 72

Fashion Customer Care Customer Centricity System 72

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. One will focus purely on acquiring customers, including running digital marketing campaigns. And they hold businesses back. But these roles are not entirely what they appear to be.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

Peter Lavers

JANUARY 26, 2016

We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience! Click on the image to read the article.

Customer Care 40

Customer Care Customers Customer Experience Marketing 40

ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Vonage

MARCH 26, 2018

Although there’s no one-size-fits-all solution, the following 10-step plan will provide a framework that will allow your contact center to adopt a more personalized approach to customer care. Your company’s marketing department should be able to supply demographic data and customer information.

Omni-Channel 145

Omni-Channel Self Service Customer Experience Social Media 145

Blake Morgan

NOVEMBER 1, 2022

? ? ? ? ? ? ? ? ? ? ? ? ?. In the competitive financial services industry, delivering convenient, customer-centric solutions can be a significant competitive advantage. And that’s exactly the case for Discover, which ranked highest in customer satisfaction for a credit card mobile app and website by J.D.

Competitive Advantage 59

Competitive Advantage Banking Customer Centricity Customer Satisfaction 59

ShepHyken

OCTOBER 8, 2019

They discuss the changing needs and expectations of customers, and how to keep customer service simple while delivering satisfaction. The Interview with Sam Lessin: The world is becoming more customer-centric, but not every company is keeping up. Customers now expect companies to be as easy to reach as their friends are.

Contact Center 96

Contact Center Customer Journeys Customer Care Social Media 96

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. About Ascensos Ascensos was established in 2013 in Motherwell, Scotland to transform the customer experience by bringing a fresh and personal approach to customer care.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. These businesses started with the right culture, philosophy, and customer-centric CRM platform. Customer Care Delivered in a Remote Environment.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

ShepHyken

NOVEMBER 19, 2018

Customer Service Rookie Mistakes That Could Be Tarnishing Your Business Image! CustomerThink) Let’s face it, poor customer care support service can cost a business a fortune! Fader and Toms recently spoke on the Knowledge@Wharton radio show on SiriusXM about the importance of being customer centric.

Customer Service 86

Customer Service Self Service Customer Centricity Video 86

C3Centricity

JULY 30, 2018

All marketers know their marketing 5Ps, but how do you update your marketing when you adopt a customer first strategy? This is the easiest of the marketing 5Ps for a customer centric organisation to adapt because a customer first strategy is all about your customers. NPD #Customer #Marketing Click To Tweet.

Strategy 120

Strategy Marketing How To Customer Centricity 120

Zeisler Consulting

JULY 19, 2023

It’s as though someone asked a hypothetical question: “How could we best indicate to our Customers that we don’t care what they have to say nor even want to hear from them?” And some wiseass in the Customer Care department answered them literally: “How about we do this ?” Yes, systemization is helpful.

Consulting 72

Consulting System Customer Centricity CRM 72

inQuba

JUNE 22, 2023

At inQuba we’ve harnessed the power of AI to make customers’ journeys and experiences more personal, relevant and fun. Here are a few applications: Always-On Customer Care [Use Case] Always-On Customer Care [Use Case] Customer-centric businesses are now able to have contextual, human-like interactions with customers, at scale!

Chatbots 52

Chatbots Self Service Customer Experience Analysis 52

ShepHyken

OCTOBER 9, 2018

They discussed how to create a consistent customer experience, why you should listen to your customers (and what to do with what they tell you), and how you can create a customer-centric organization. The fundamental way to be customer-centric is to listen to customers consistently.

Customer Centricity 102

Customer Centricity Competitive Advantage Touchpoint Feedback 102

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

Michelli Experience

APRIL 18, 2017

Appreciate the impact of customer care. I am convinced that customer-centric brands with strong service cultures like Southwest, Virgin, and Jet Blue will make incremental progress as industry insiders. At the same time, I am hoping that customer centric brands (not in airline travel per se) will enter the fray.

Airlines 230

Airlines Travel Transportation Customer Centricity 230