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Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

The good news, according to Gartner insight, is that channel switching isn’t actually hurting customer loyalty. As long as there’s responsive feedback (more on this below) and eventual resolution, they’re happy no matter which channels they interact with. Interaction and care. Speed and flexibility. Got 15 minutes?

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5 Top Customer Service Articles For the Week of November 14, 2016

ShepHyken

ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. My Comment: One of the best ways to create customer confidence is by creating a consistent customer experience.

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Guest Blog: 4 Easy Ways to Achieve Difficult Customer Contact Goals

ShepHyken

Whether this involves altering the policy or empowering agents to ignore the terms in certain situations, the move will result in more harmonious interactions – and more loyal customers. A live chat interaction is obviously never going to mirror a voice conversation, which is obviously never going to mirror a social media thread.

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How to lead quarterly business reviews (QBRs) customers want to attend

ChurnZero

From the customer side, QBR attendees ideally include executive sponsors and relevant points of contact. While optional, it can be valuable to invite other departmental leaders who interact with your product or its output in some capacity. Alignment is understanding why the customer cares. People hate not having options.

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Customer Experience Strategy: Paradigm Shift!

InteractionMetrics

If you misunderstand the customer experience, any strategy to improve it will fall short. The Usual Definition of Customer Experience Many companies, such as Zendesk, Oracle, etc., define customer experience as the sum of customersinteractions with a company’s touchpoints. What does your website say?

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Affordable Customer Service E-Learning

Myra Golden

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Training led by customer service expert, Myra Golden.

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Affordable Customer Service E-Learning

Myra Golden

We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Training led by customer service expert, Myra Golden.