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The State of B2C Complex Customer Care

Blue Ocean

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. These are real people with real lives that inform their expectations and define their needs with every shift and change of the world around them.

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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? customer loyalty Customer Service Uncategorized above and beyond service customer care Customer Experience marilyn suttle

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How to hire the right social customer care agents

Vonage

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.

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How to hire the right social customer care agents

Vonage

No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.

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Are Your Customer Care Metrics Customer-Centric?

ClearAction

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Customer wait time during chat.

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Making Your Contact Center Adaptive: Advanced Management Techniques for Quickly- Changing Customer Expectations

Storyminers

How do you expect customer expectations to change in 2017? Customers will expect most of their vendors to serve them as well as their favorite vendors do. Prefer the customized recommendations you get from Nordstrom? 1 Deepen your customer profile.

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Five Things Utility Customers Care About Apart From Price 

CSM Magazine

Customers are enduring the pain of unprecedented price rises.And there is more to come this autumn when the Ofgem price cap will increase again. With so much attention on prices, it may seem irrelevant to talk about customer service. Customer Service Articles

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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? With social networks evolving at a breakneck pace, that leads us to the question at the root of this post: what is the state of social customer care in 2016 and beyond?

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Learnship Launches Sprint to Make Customer Care Professionals Fluent in English in Record-Breaking Time

CSM Magazine

Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work.

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Unraveling the Tangled Vines of Omnichannel Customer Care

BlueOcean

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.

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The 3 Hottest Trends Impacting Outsourced Customer Care

BlueOcean

The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. The Role of Chatbots in Customer Care. “

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Experience TV Episode 2: Customer Care and Service Featuring Grad Conn of Sprinklr

Oracle

In June the Wall Street Journal found retailers struggling to keep up with the deluge of care needed for the surge in online shopping. “Customer service operations for retailers are overwhelmed by shoppers frustrated by delayed shipments and sluggish refunds for returned goods.

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How to set customer expectations through customer experiences, and why it is important.

Call Experts

Customer expectations are not uniform, nor are customer experiences. . To build an ideal experience, you want to think about various characteristics, like social expectations, how they met your company, and which channel they choose to communicate with your company. .

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Guest Post: Customer Care–It’s Now or Never

ShepHyken

H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, Meeting customer expectations for “now” can seem impossible without the proper tools.

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Never Take Your Eyes Off the Customer

ShepHyken

So, good in fact that they are one of the businesses that don’t have to exceed expectations. They are so good at what they do, all they have to do is meet expectations to amaze their guests. There are many excellent customer service tips from a veteran in the hospitality business. The Lesson: Never take your eye off your customers. Stay focused on doing the right thing for your customers, and they will stay focused on you. One of my favorite restaurants in St.

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GM Leverages AI in Social Customer Care

Brad Cleveland

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.

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Guest Blog: How to Provide Fast and Personal Customer Support in a World that Cannot Wait

ShepHyken

This week we feature an article by Valeriya Yordanova who writes about how customer support agents can deliver the fast and personal customer support that today’s customers demand. In fact, three-quarters of online customers expect help within five minutes.

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5 Ways You can Build Customer Trust with Social Media

Russel Lolacher

Are you taking the necessary approach to build customer trust? . “It The reason – it’s considered in every aspect of it, that includes the relationship your organization has with its customers. Including between a brand and its customers. .

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Six Challenges You Need To Conquer To Effectively Deliver Automated Customer Care

Linc

In my day-to-day work partnering with leading brands and retailers to solve customer challenges, I’ve often heard the statement, “We are behind.” Over time, it's become clear to me that they aren't so much referring to being behind their competitors, but rather that they are falling behind customer expectations. thought leadership branded assistant artificial intelligence customer service customer engagement chatbots ecommerce

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Customer Care: Dealing with a crisis you couldn’t plan for

Qualtrics

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience.

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GM Leverages AI in Social Customer Care

Brad Cleveland

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.

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Guest Post: Customer Experience: Expectation vs. Reality

Shep Hyken

She writes about what customers expect from companies in 2021 and what they actually get. Consumers today expect speedier access to services than ever before. Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

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Customer Expectations and Staff Retention Are Biggest Challenges to Outstanding Service

CSM Magazine

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. The survey, fielded online during World Quality Month in November, polled more than 400 quality and customer service professionals worldwide. Twenty-nine percent surveyed this year said managing customer expectations was their No.

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The Unexpected Stands Out – Especially If It’s Bad

Hyken

In the customer service world, people have expectations. They expect that if they buy something, it will work and do what it is supposed to. If it doesn’t, they expect the company to stand behind its products and services. And a good experience is always expected.

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Guest Blog: The Hidden Workings of Top Customer Support Teams

ShepHyken

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . This puts a lot of extra pressure on businesses to deliver exceptional customer service.

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Amazing Business Radio: Sam Lessin

ShepHyken

Customer Service Drives Value. Measuring the Customer Journey to Meet New Expectations. 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. There must be more training and coaching present within contact centers and customer-facing roles.

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Guest Blog: The Do’s and Dont’s of Using Chatbots for Customer Service

ShepHyken

This week we feature an article by Reuben Yonatan who writes about how using chatbots for customer service properly can be a powerful customer service tool. Chatbots can be great for handling basic customer support functions, communicating with customers when a rep isn’t available and more. – Shep Hyken. They know customers want fast, accurate information as soon as they need it. They use data from what the customer is saying to personalize the interaction.

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Five Ways to Create Customer Loyalty

ShepHyken

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. If it doesn’t, it doesn’t matter how good your customer service is. People need to know they can count on your product, not just your customer support department. And, if you have a customer support department , you must offer amazing support.

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Start Your Social Media Customer Service Strategy Here

Russel Lolacher

” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. Why do you want to be on social media to serve your customers? What does success look like for your customer service efforts?

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Guest Blog: Do customer experience teams take cyber security risks?

ShepHyken

This week we feature an article by Chanice Henry who writes about the importance of cyber security in providing a trustworthy experience for your customers. – Shep Hyken. Customer loyalty is built on trust. CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Especially as businesses process more customer data than ever before and often this data is siloed in different departments and systems.

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Guest Blog: Impact of Technological Advancements on Consumer Behavior

ShepHyken

As a result of the technological impact influencing consumer behavior, most company leaderships face an unending challenge to meet consumer expectations. Today, a typical customer expects a prompt response and fast service from any business. To keep up with consumer expectations, all businesses are facing huge challenges. Customers are connected. Are you doing what’s necessary to use innovation and handle the educated customer?

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5 Top Customer Service Articles for the Week of December 17, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Why Customer Experience Has Never Been More Vital by Samantha Paxson. Forbes) No matter what services your company provides or what communication platforms you use, customer experience (CX) needs to be at the core of everything you do. These 3 Steps Will Turn Occasional Customers Into Loyal Ones by Rhett Power. My Comment: We want feedback from our customers.

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Amazing Business Radio: Keith Pearce

ShepHyken

Keith Pearce From Salesforce Talks About Your Most Competitive Differentiator: Customer Service. What are the major trends that are evolving in customer service, what do you need to do to keep up, and why? Shep and Keith will discuss the motivation behind businesses doubling down on customer service as customer expectations evolve in the always-on, on-demand environment. Further, empowered customers expect their customer service to be personalized.

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Why Are We The Customer Service Outsourcing?

Magellan Solutions

The best customer support outsourcing in the Philippines. The experience you give your customers makes up a huge part of your company brand. . Do you need a company with a smooth, effective customer support outsourcing experience? Don’t expect huge cost savings upfront.

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Amazing Business Radio: Bill Aston

ShepHyken

of Using Technology to Provide Amazing Customer Service. Have you thought about how you and your organization can use technology to enhance the customer service experience? Shep Hyken speaks with Bill Aston about how the pace of change is increasing in the customer care environment. They discuss how companies must now rely on technology to deliver a satisfactory customer experience due to increased demands placed on them.

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Guest Blog: Empathy – What Your Customer Service Strategy Is Missing

ShepHyken

This week we feature an article by Tim Fujita-Yuhas that discusses the importance of empathy when using new technology for customer service. When the topic of customer service comes up, the most common associations aren’t typically positive ones. Over the years, brands have experimented with a variety of methods to most effectively serve their customers. It’s much more than that, especially in the customer service realm.

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Guest Blog: Customer Communication: Bots are Nice, But Humans are Better

ShepHyken

This week we feature an article by Stephanie Jones about the importance of human interaction in the customer service world. While bots are helpful in many ways, the human touch is still so imperative, and so craved by the customer. – Shep Hyken. Bots are a great customer service tool, but they aren’t the ultimate solution to your service woes. Bots lose their appeal when a customer has a complex issue. Not all of your customers want to use the phone.

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Guest Blog: The 8 Elements of Customer Support Quality

ShepHyken

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. The speed of service delivery has a massive effect on how customers view your support. Customers expect correct information from support.

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5 Top Customer Service Articles for the Week of August 13, 2018

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Business2Community) Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” Want better customer service? Traditionally customers called.

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The Secret is BEING Social, Not DOING Social Media

Russel Lolacher

They find it far more important to DO a platform than BE the experience their customers expect. If your company sets up a branded account on social media, you are making brand promises to meet the expectations of a social media experience: listening and responding, and doing it quickly.