Expert insights. Personalized for you.
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. MORE
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. MORE
It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud! MORE
Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. MORE
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy MORE
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Evaluating Your Customer Care RFP Responses. MORE
They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The post What’s the State of Work-at-Home in Customer Care in 2017? MORE
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. MORE
When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success MORE
I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1. MORE
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. MORE
Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. MORE
How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. The customer is right and has a valid request. MORE
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service. MORE
Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”. MORE
Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Millennials aren’t your enemy. MORE
The trend of personalized customer experience has since transformed almost every industry as we know it. The upside to this personalized, high-touch service is the humanness of it all. So, what is the best way to support customers with extremely high service expectations? MORE
Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent. MORE
She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer. MORE
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love. MORE
This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. MORE
Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you. MORE
This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from. MORE
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. MORE
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? MORE
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Are you ready to engage with customers on social media? MORE
Customer service. The customers acted. The post 24-Hour Customer Service Solutions for Those who Need to Sleep appeared first on Customer Experience Consulting. It used to be a specific thing. MORE
I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. MORE
How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Redundancy. Business Continuity. MORE
No social customer care program can be successful without the right people interacting with your customers and prospects. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach. MORE
IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand. MORE
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. MORE
Can e-commerce customer care help them last in the saturated market? Closing sales marks only the start of your real journey with your customer. To make it possible, you first need to have the complete ingredients that will pull your existing customers back into your business. MORE
Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Customer Service Articles MORE
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. MORE
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? MORE
She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. Each department depends upon and dovetails into the other to produce quality service or product. MORE
BlueOcean
MAY 20, 2020
How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Redundancy. Business Continuity.
C3Centricity
MARCH 31, 2020
How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. The customer is right and has a valid request.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
BlueOcean
JANUARY 6, 2020
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.
BlueOcean
FEBRUARY 7, 2019
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love.
Advertiser: Interactions LLC
The quality of a customer care strategy can make or break a company, but simply resolving a customer service issue or complaint is no longer enough. Learn the 4 steps that address the major points you need to consider when building a customer care roadmap.
Experience Investigators by 360Connext
JANUARY 23, 2015
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Are you ready to engage with customers on social media?
|
BlueOcean
MAY 11, 2020
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Evaluating Your Customer Care RFP Responses.
BlueOcean
JANUARY 9, 2018
Long gone are the days when customers almost expected to experience IVR hell and would pretty much tolerate jaw-dropping wait times. IBM reports that by 2020 – that’s just two years away – 85% of all customer service interactions will occur without a human agent.
ShepHyken
MARCH 29, 2017
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.
BlueOcean
APRIL 15, 2019
The trend of personalized customer experience has since transformed almost every industry as we know it. The upside to this personalized, high-touch service is the humanness of it all. So, what is the best way to support customers with extremely high service expectations?
Kayako
APRIL 11, 2017
She will guide you through why customer care is so important and how teams can feel empowered to help their customers. You love doing everything that you can for your customers. Customers can make crazy requests. But, it’s the first step in helping your customer.
|
|
Russel Lolacher
MARCH 8, 2020
Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Millennials aren’t your enemy.
Provide Support
OCTOBER 28, 2015
Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service.
Andrew Mcfarland
DECEMBER 19, 2017
When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success
CSM Magazine
DECEMBER 3, 2019
Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Customer Service Articles
C3Centricity
FEBRUARY 23, 2016
It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver true customer service. A longer post than usual this week, but one that will make you smile, if not laugh out loud!
Magellan Solutions
FEBRUARY 12, 2019
Can e-commerce customer care help them last in the saturated market? Closing sales marks only the start of your real journey with your customer. To make it possible, you first need to have the complete ingredients that will pull your existing customers back into your business.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Computer Vision-powered self-service.
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.
The Upsell
APRIL 4, 2017
Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature.
BlueOcean
MARCH 13, 2020
Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out.
ShepHyken
MARCH 6, 2020
She writes about how one negative interaction can affect the customer’s overall experience. At a time when every customer counts, we must never forget how our customers see us. Each department depends upon and dovetails into the other to produce quality service or product.
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?
C3Centricity
OCTOBER 22, 2018
I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. I remind my clients that exceptional customer service examples can come from anywhere! So here are my seven learnings about customer service excellence: 1.
BlueOcean
JULY 5, 2016
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?
Natalie Petouhof
FEBRUARY 9, 2016
This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI.
NewVoiceMedia
SEPTEMBER 21, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The patience, empathy, compassion and friendliness that a Customer Service agent must possess to be successful are extremely difficult to teach.
BlueOcean
MAY 17, 2016
IMP Customer Care, a bilingual outsourced contact center with roots in Bathurst, is transitioning to the Blue Ocean Contact Centers brand. The transition will be seamless as the leadership and customer care team will remain in place under the Blue Ocean brand.
BlueOcean
AUGUST 30, 2018
Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis.
ShepHyken
AUGUST 8, 2018
Some people are just naturally good at providing great customer service. I realized that there was a point in my life that I could look back and say, “That’s when I knew I was passionate about taking care of customers.” That was my “Customer Service DNA.”.
Michelli Experience
APRIL 11, 2017
I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g.
Experience Investigators by 360Connext
JANUARY 6, 2016
Customer service. The customers acted. The post 24-Hour Customer Service Solutions for Those who Need to Sleep appeared first on Customer Experience Consulting. It used to be a specific thing.
One Millimeter Mindset
JUNE 25, 2018
Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you.
BlueOcean
MARCH 20, 2017
They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. The post What’s the State of Work-at-Home in Customer Care in 2017?
ShepHyken
JANUARY 2, 2019
This reminds us that having a good system with good people who understand how to take care of their customers is the backbone of a good service experience. The guest or customer wins because of the great service. Here’s another great story we can learn from.
Think Customers
MAY 12, 2015
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. Improving customer service isn't simply about throwing money at the problem or adding agents. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Emerging Trends Employee Engagement contact center preparedness customer experience programs customer service strategy
NewVoiceMedia
OCTOBER 2, 2017
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.
170 
Let's personalize your content