BlueOcean

JANUARY 6, 2020

Gartner reveals that of the 70% of customers who start their journey on self-service channels, only 9% resolve their issue there – the vast majority switch channels, creating an exponentially more expensive customer service solution. To put it simply: focus on your holistic customer experience design before you add new channels.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Storyminers

JULY 29, 2016

The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. All of these can be delivered across channels such as email, social media, a hand-written note or a phone call. Customers care about their “bang for their buck”.

B2C 124

B2C Customer Retention Strategy Brands 124

Myra Golden

JULY 31, 2019

How to Handle Difficult Customers (with a focus on de-escalation). Thanks to the Internet and social media, customers are savvier now than ever before. Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. You will not be sorry.”.

Social Media 55

Social Media Course Training Customer Care 55

Myra Golden

MARCH 18, 2020

–Anna Hoang, Customer Support Specialist I, Vertafore Walmart called Myra’s eLearning “the gold standard” and John Hancock said, “The first thing that struck us was how engaging each module was….you Thanks to the Internet and social media, customers are savvier now than ever before. You will not be sorry.”.

e-support 52

e-support Course Social Media Call Center 52