Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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.

2018: New Ways Cloud Will Enhance Customer Care

NICE Systems

Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

Social Customer Care: What Every Marketer Needs to Know

360Connext

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. Why not get better at how you’re serving customers there?

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.

4 Steps to Developing Your Customer Care Strategy

Building a Culture of Customer Care Isn’t Easy

Kayako

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.

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. Customer wait time during chat.

AI and Customer Care: The Future is Here

BlueOcean

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.

Social Customer Care Cannot Be Ignored

ShepHyken

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.

The Customer Care, Success, and Experience Continuum

Andrew Mcfarland

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

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

Luxury Customer Care: Capturing Next-Level Engagement

NetBase

Is creating experiences enough to win you loyal customers for life? With views regularly in the tens of thousands, they have a clear understanding of what their customers want. Customer Care Isn’t a Luxury. Reach out and we’ll show you with a customized demo of our tools.

Should Online Shops Outsource E-Commerce Customer Care?

Magellan Solutions

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.

3 Most Important Ingredients of Social Customer Care

Provide Support

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service.

You Can Absolutely Ignore Social Customer Care

The Upsell

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.

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?

Do You Focus on Fluff or the Things Your Customers Care About?

Steve DiGioia

What do today’s customers want? So much time is spent on “ business fluff ”, yes the fluff (un-needed paraphernalia) that has little to do with the actual product or service the business is providing, that you forget why most customers continue to do business with you. Who cares?

Travel Customer Care Excellence, Informed by Social Listening

NetBase

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.

IMP Customer Care Becomes Blue Ocean Contact Centers

BlueOcean

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.

Leaving Customer Care up to Customers? They don’t care!

One Millimeter Mindset

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.

What’s the State of Work-at-Home in Customer Care in 2017?

BlueOcean

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?

How to hire the right social customer care agents

NewVoiceMedia

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.

The Impact of Speech and AI on Customer Care

Interactions

JULY 11, 2018 As customer preferences continue to evolve and. Read more » The post The Impact of Speech and AI on Customer Care appeared first on Interactions Resource Center. Artificial Intelligence Customer Care

How to hire the right social customer care agents

NewVoiceMedia

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.

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

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.

Why Artificial Intelligence Now—and Why in Customer Care?

Avaya

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer CareCustomer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.

New Report: The ROI Of Agile Customer Care: Reduce Training and Easy To Add Channels

Natalie Petouhof

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

How Natural Language Processing Improves Customer Care

Interactions

Read more » The post How Natural Language Processing Improves Customer Care appeared first on Interactions Resource Center. SEPTEMBER 5, 2018 There are many who would say that Natural.

Customer Care … CRM … Customer Experience — What’s the Difference?

ClearAction

Customer Care … CRM … Customer Experience — What’s the Difference? Customer CareCustomer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need.

5 Tips to Improve your Customer Care Service

Call Center Pros

For both the new and well-established businesses, it is essential to deliver high-level customer service. 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. For keeping each of your customers happy, you have to provide a hassle-free experience.

Optimize Outbound Customer Care and Agent Productivity

Avaya

So how do we, as businesses, ensure that we are delivering the full message to our customers’ answering machines? Or, more importantly, differentiating between our customers’ answering machines, and our customers themselves.

10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service

Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them

Michelli Experience

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.

Use Empathy To Strengthen Your Customer Care

Nimble

Customer Focus Nimble Tips Social Business #CustServ Customer Experience Customer Service CXYou’re waiting in line at a clothing store.

Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

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

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.