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. Listening will serve you and your customers better – really listening to what your customers and stakeholders want and need can be a super power.

Customer Care 98

Customer Care Government Communication Engagement 98

ClearAction

SEPTEMBER 3, 2018

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. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

ShepHyken

NOVEMBER 8, 2017

It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department? based customer support rep. This should be automatic.

Customer Service 184

Customer Service Customer Experience Wait Times Policies 184

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 76

Technology Customer Experience Self Service Customer Journeys 76

InMoment XI

JANUARY 23, 2024

Participating users are called Local Guides, and they share their knowledge and customer experiences by writing reviews, adding pictures and videos, updating information found on business listings, and answering questions about various locations on Google Maps. How Do Customers Become a Local Guide? .”

Management 260

Management Strategy Video Feedback 260

Joe Rawlinson

APRIL 16, 2014

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.

Customer Care 121

Customer Care Management Policies Training 121

CSM Magazine

JANUARY 17, 2020

The needs of car insurance customers have never been so complicated. For instance, Root, which raised another $350 million in 2019, uses AI to assess the individual risk level based on driving behaviours and patterns and then matches each driver to the right car insurance policies. What matters most to the customers?

Insurance 52

Insurance Customer Care Policies Comparison 52

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? Lynn Hunsaker.

Customer Experience 119

Customer Experience Net Promoter Score B2B Study 119

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. Let’s first define brand experience. How Do Consumers “Experience” a Brand?

Consumers 109

Consumers Brands Customer Experience Social Media 109

transcosmos Information Systems

JANUARY 5, 2017

In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. And here’s where good customer service can make all the difference. It’s not much of a secret that the most successful businesses thrive because of their brand of customer service. Product Pages. Search Button.

e-support 87

e-support Customer Experience Social Media Policies 87

Steve DiGioia

MARCH 8, 2021

Today’s post tells you how to stop giving customer service like a useless scarecrow. 3 Examples of Scarecrow Customer Service. RELATED POST: 6 Customer Service Facts For Every Business. Do Customers Care About Employee Uniforms? But what the throngs of customers who DO care about the appearance of the staff?

Customer Service 204

Customer Service How To Policies Training 204

ShepHyken

DECEMBER 14, 2018

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. Every employee working with customer data needs to consider their treatment of data very carefully.

Customer Experience 105

Customer Experience Policies Government Customers 105

Interactions

NOVEMBER 8, 2022

Now we’re thrilled to share that in the next 48 hours, we will share an incredible solution for the most vexing issue in the WFA world: protecting customers’ personal information. It protects your customer, your care agent and your business. . It improves privacy and satisfaction for end customers.

Contact Center 116

Contact Center Policies Analytics Call Center 116

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. Insurance review sites collect customer feedback to shape your business’s narrative.

Insurance 109

Insurance Financial Feedback Consumers 109

CSM Magazine

FEBRUARY 16, 2024

Nevertheless, it is important to remember that even the top life insurance providers with the greatest claim settlement percentages have the right to deny claims if the policy forms contain inaccurate or misleading information. Here’s when research becomes crucial, and you should consider resources like Review of Zurich Life Insurance.

Insurance 52

Insurance Company Financial Policies 52

ClearAction

NOVEMBER 2, 2017

Customer Experience Handoff Silos are the Heart of Success Lynn Hunsaker. One of the most profound discoveries from customer experience journey mapping is interdependencies across data, systems, channels, processes and people. Customers experience our companies horizontally. 2) Customer-Centric Priorities.

Customer Experience 63

Customer Experience Customer Centricity Employee Engagement Customer Journeys 63

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Software 31

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. To learn more about how Interactions Trustera keeps sensitive customer data safe, check out our webinar.

Interaction 62

Interaction Customer Service Contact Center Social Media 62

CSM Magazine

JANUARY 6, 2021

Whether you sell a product or a service, keeping customers happy should always be at the forefront of your business. It is important to remember that unhappy customers can always shout louder and reach further than happy customers. This should be the same whether you are dealing with customers over the phone or via email.

Ecommerce 59

Ecommerce Customer Service Policies How To 59

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. ICCU takes a fresh, unique approach to customer service, and it shows. We’re thrilled to be a part of it.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Think about it.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ClearAction

APRIL 19, 2017

10 Keys to Organic Growth via Customer Experience Lynn Hunsaker. User experience design, customer care, CRM, VoC, engagement / retention / loyalty programs — all of these inject insights and tailoring to customers’ needs and the company’s growth. At least your target customers do!

Customer Experience 71

Customer Experience Customer Centricity Loyalty Programs Innovation 71

Comm100

MAY 10, 2018

If you work in customer service, chances are you know the signs of a complaining customer. Nobody likes a complaining customer, yet it’s something that every organization has to deal with. Complaining Customers Care. This may not be the fuzzy sort of care that companies and agents hope for from their customers.

Customers 211

Customers eBook Policies Customer Service Training 211

Clarabridge

OCTOBER 3, 2017

He’s one of the most credible customer experience analysts I’ve talked to in the last 5 years. I can’t imagine trying to help a customer and trying to remember which of the 20 systems houses the information I need about them to be helpful. Your brand, your customers’ loyalty, and your contact center team’s sanity rely on it.

Customer Experience 45

Customer Experience Contact Center Customer Experience Management System 45

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Here’s how to engage and motivate a gigCX workforce that delivers exceptional results.

How To 105

How To Policies Tips Contact Center 105

Talkdesk

DECEMBER 18, 2020

Talkdesk analyzed contact volume from a representative group of our retail customers over the “Cyber Five” holiday shopping weekend (Thanksgiving through Cyber Monday) and found a 48% total increase year-over-year: Why so many returns this year? Customers have developed different expectations for online shopping. .

Retail 106

Retail Apparel Data Ecommerce 106

ClearAction

SEPTEMBER 16, 2016

10 Silos Impact Customer Experience Lynn Hunsaker. This might be the highest-ROI effort of your customer experience council, chief customer officer, chief operating officer — or better yet, every employee. And the pain of business silos is well-known to everyone, whether employee or customer.

Customer Experience 48

Customer Experience Return on Investment Effort Score Policies 48

CSM Magazine

MARCH 11, 2022

Customer care and support is an integral part of any business including the gambling industry. The importance of customer care in the gambling industry. Customer service is a vital part of any online casino. The working of customer care support. Assist new players.

Industry 52

Industry Customer Service Customer Care Competitive Advantage 52

Interactions

APRIL 29, 2021

We’ve long been in the business of creating exceptional customer experiences and our innovation within the insurance space is no different. According to Gartner, by 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019. . Approach Customers with Empathy and Scalability.

Insurance 62

Insurance Self Service Touchpoint Policies 62

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ClearAction

DECEMBER 11, 2016

An out-of-tune piano or violin may be one of your most vibrant memories of a poor user experience. And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

CSM Magazine

JULY 30, 2020

When it comes to providing the best possible service to your customers, the people you hire make all the difference. Busy customer service managers sometimes make the mistake of hiring new reps without much discernment and end up with a team member that is just “doing a job” rather than providing outstanding customer care.

Customer Service 59

Customer Service Customer Service Representative Policies Communication 59

SurveySparrow

SEPTEMBER 29, 2020

Customer support is the hallmark of a great company. It is building loyal customers who act as great marketers for your company. Companies need to make sure that they are providing a great customer experience. There’s really no shortage of studies that show that customer support makes you money.

Policies 59

Policies e-support Customers Examples 59

CX Journey

NOVEMBER 4, 2014

Do customers really care about brands? A couple weeks ago, SDL shared a post of theirs that included 25 facts about customer experience, including a variation of this one: Most people worldwide would not care if more than 73% of brands disappeared tomorrow. Do people care about brands? Is this even a thing?

Brands 206

Brands Loyalty Advertising Policies 206

Hallmark Business Connections

AUGUST 17, 2021

Knowing this, you have a wonderful opportunity to establish stronger connections with clients by leaning into empathy to improve their insurance customer experience. McKinsey research shows that customers appreciate it when companies take their needs into consideration. What is empathy in business? Make connecting simple.

Insurance 98

Insurance Loyalty Company Customer Journeys 98

CSM Magazine

JULY 9, 2021

Some of these may be the finance, sales, marketing, customer service, production, and human resource divisions. While each office is essential, there’s a department every company can’t live without, and that’s the customer service section. Client care agents are considered valuable assets to a business.

Customer Service 59

Customer Service Guidelines Policies Training 59

CSM Magazine

JANUARY 27, 2021

Providing a great customer experience has never been more important than it is today. Recent events have shown how an unexpected health and economic crisis can dramatically affect customer behavior and many unprepared retailers have been forced to lay off employees or even shut up shop due to loss of business.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52