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?

Customer Care 236

Customer Care Marketing Social Media Conference 236

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.

Metrics 233

Metrics Customer Care Measurement Customer Experience 233

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.

Customer Care 104

Customer Care Customer Experience Social Media Conference 104

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.

Customer Care 262

Customer Care Culture Customer Service Representative Guidelines 262

Advertiser: Interactions LLC

Customer Care

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

Customer Care 69

Customer Care Company Customer Experience Customers 69

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.

Customer Care 113

Customer Care Social Media Report Sales 113

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.

Customer Care 67

Customer Care Customer Experience Communication Retail 67

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.

Customer Care 208

Customer Care Customer Experience Case Study Virtual Agent 208

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?

Customer Care 203

Customer Care Social Media Contact Center omnichannel 203

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!

Customer Service 248

Customer Service Customer Care Connections Call Center 248

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.

Customer Care 90

Customer Care Conference Social Media Marketing 90

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.

Customer Care 156

Customer Care Social Media Customer Experience How To 156

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.

ROI 70

ROI Return on Investment Training Customer Care 70

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.

Healthcare 261

Healthcare Consumers Company Customer Service 261

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.

Customer Care 58

Customer Care Engagement Meeting Tools 58

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?

Customer Service 181

Customer Service Customer Experience Policies Customer Service Training 181

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.

Customer Care 186

Customer Care Brands Social Media Net Promoter Score 186

NetBase

MAY 23, 2019

When we talk about customer care, we now know we’re talking about the entire customer experience – not just isolated moments in-store, or when things go wrong. Hertz is one brand we’ve seen taking this idea of maximizing customer touchpoints to heart – with great success.

Travel 69

Travel Customer Care Customer Experience Hotels 69

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey.

Social Media 110

Social Media Healthcare Hospitality Customer Service 110

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.

Customer Service 156

Customer Service Consulting Customer Care Technology 156

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.”.

Customer Experience 89

Customer Experience Customer Service Exercises Banking 89

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.

Customer Experience 128

Customer Experience Customer Service System Insurance 128

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.

Customer Care 156

Customer Care Social Media Customer Experience How To 156

Magellan Solutions

JUNE 11, 2019

In this technological era, customer service is king. Customers demand fast and timely response to their complaints. Sadly, a bad customer service reaches twice as many ears as praise for good customer service. Can customer service increase sales?

Customer Experience 82

Customer Experience Competitive Advantage Call Center Customer Service 82

GetFeedback

JANUARY 14, 2019

As a customer service leader, you want to make sure your audience is supported at all times. Customers should have access to the information they need–whether it’s from a member of your team or from a robust knowledge base. When to develop customer service material.

Customer Service 235

Customer Service How To Customer Experience Guidelines 235

Win the Customer

JULY 2, 2014

When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service

Customer Care 129

Customer Care Customer Service Customer Experience Customers 129

ShepHyken

DECEMBER 20, 2018

Shep Hyken’s Best Customer Service and Experience. Top 5 Articles to Share With Your Team: Five Customer Service Must-Do’s For 2018. That’s Not My Department” and 10 Other Phrases Customers Hate. Treat Your Current Customers Better than Your New Customers.

Video 110

Video Meeting Customer Service Customer Service Training 110

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?

Customer Care 156

Customer Care Customer Experience Contact Center Social Media 156

Kate Nasser

OCTOBER 2, 2018

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. Happy National Customer Service Week!

Leadership 82

Leadership Customer Service Hospitality Travel 82

ShepHyken

OCTOBER 25, 2017

Rico was our waiter and was taking great care of us. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. And, you’ll take advantage of this moment to deliver a better service experience.

Tips 152

Tips Customer Service Customer Service Training Customer Care 152

ShepHyken

MAY 17, 2017

I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.

Customer Service 102

Customer Service Social Media Customer Care Customer Service Training 102

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience.

Metrics 217

Metrics Measurement Customer Service Net Promoter Score 217

Call Center Pros

OCTOBER 4, 2018

For both the new and well-established businesses, it is essential to deliver high-level customer service. If the clients are happy with your support service, they will refer you to the friends and family. Hence, you should pay particular attention to improve your Customer Care Service. Following are the 5 most helpful tips for enhancing the functional efficiency of your customer support team. Identify the needs of customers.

Customer Care 40

Customer Care Customer Experience Tips Training 40

Who's Your Gladys?

OCTOBER 28, 2014

Could your service use a facelift? Only your customers know for sure. Customer Relationship Management Customer Service internal customer Marilyn Suttle customer care Customer Service Articles customer service culture Customer Service Trainers

Customer Experience 209

Customer Experience Customer Service Examples Customer Relationship Management 209

Natalie Petouhof

SEPTEMBER 12, 2018

Tweet AI and customer service; it’s a hot topic! But when I talk to customers, they say, “ I get there’s something to AI and customer service, but how do I deliver business results and value with AI? ” If you are wondering how AI can move the needle on the metrics you get measured on every day, below is a short guide on how to get the best business results when considering AI as part of your Customer Service strategy.

ROI 83

ROI Customer Service Average Handle Time Contact Center 83

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.

Contact Center 156

Contact Center Customer Care Customer Experience Groups 156