Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Self Service Chatbots Airlines 36

InMoment XI

AUGUST 2, 2023

While it may not be a major driver, there is a subtle undercurrent of customers caring about how companies treat their employees (which manifests itself in the employee experience ) and the origins of their products.

NPS 260

NPS Customer Centricity Automotive Tips 260

Bill Quiseng

NOVEMBER 22, 2023

Let’s be revolutionary to improve the customer experience. This revolution “is a radical overthrow of conventional business mentality, designed to transform what customers and employees experience.” For starters, customer experience or CX is about the customers’ emotional value of their experiences.

Customer Journeys 97

Customer Journeys Self Service Customer Service Training NPS 97

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Video 156

Video Customer Care Leadership Culture 156

BlueOcean

AUGUST 30, 2018

Thanks to advancements in AI and machine learning, chatbots and other Tier Zero customer service solutions are a great way to handle basic, high-volume customer care interactions on a 24/7/365 basis. Knowing how technology fits into the big picture of customer care is critical to the success of your outsourced partnership.

Customer Service 232

Customer Service Contact Center Chatbots Customer Care 232

ShepHyken

DECEMBER 5, 2022

Understanding what gives your customers “gratification” will help you meet and exceed their expectations. Your Customer Experience Model Has a Problem—Your Employee Experience is the Solution by Janelle Dieken. My Comment: We’re back to one of my favorite topics, which is the employee experience (EX).

Customer Service 71

Customer Service Hospitality e-support eBook 71

ShepHyken

NOVEMBER 8, 2022

Creating Defining Moments for Customers and Employees. Why Businesses Should Invest in EX (Employee Experience) as Much as CX. Shep Hyken interviews Liza Smyth, senior vice president of customer experience at Formstack , a company that helps organizations create workflows that enhance productivity.

Employee Experience 62

Employee Experience Employee Engagement Report Customer Experience 62

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. And then there’s the intangible issues – in particular, employee engagement and corporate culture. But we weather the storm.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

Storyminers

JUNE 3, 2022

Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. You might consider adding a measure that captures your employees sentiments because great customer experiences come from great employee experiences.

Trends 147

Trends Customer Experience Wireless Entertainment 147

CSM Magazine

JANUARY 11, 2023

Their vision is clear: empower people to create spaces they can be proud of by creating an exceptional customer experience that builds confidence with the most diverse selection and helpful resources.

Customer Experience 52

Customer Experience Contact Center Touchpoint Employee Engagement 52

CSM Magazine

SEPTEMBER 1, 2022

Leaders are now at an unprecedented inflection point where Employee Experience (EX) has become equally as critical as Customer Experience (CX) to the success of the organization. Conversations about the future of work, employee engagement and empowerment have been propelled to the forefront of customer service strategies.

Technology 52

Technology Customer Service Contact Center Employee Engagement 52

ShepHyken

SEPTEMBER 17, 2021

“Can the customer count on your product and/or service to deliver the same dependable quality each time they purchase it?” . A genuine focus on the customer’s needs leads to proactive customer care that endears them even more to the company, Pedowitz says. Anticipate needs. That’s loyalty gold,” he says.

Tips 110

Tips Customer Experience Loyalty Loyalty Programs 110

CSM Magazine

FEBRUARY 9, 2022

2022 is filled with exciting opportunities to drive significant change to your organization’s customer experience – everything from building long-lasting customer relationships to cultivating happier employee experiences. The pandemic has shifted your teams’ expectations of the ideal work environment.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Chief Customer Officer 52

Kitewheel

AUGUST 12, 2021

It’s that hard work and team mentality that has brought us to where we are today, continuing to innovate the world of customer journeys and customer experience. Customers Demand A Better Experience. Years ago, we listened to customers and our clients and foresaw that CX would be the next competitive battleground.

Customer Journeys 52

Customer Journeys Employee Experience Innovation Engagement 52

ShepHyken

AUGUST 16, 2022

The Role of AI in Customer Care. Building Human-Centered AI in Customer Service and Experience . He shares how businesses can take a human-centered approach when utilizing AI to help their customers. The goal is to drive business value through providing great customer care.”

Healthcare 65

Healthcare Government Customer Care Technology 65

ShepHyken

MAY 28, 2018

Luckily, today we know far more about how to provide people with the experience they want. And it all begins with employees. My Comment: Every year the stats from numerous reports remind us that a good customer experience starts with a good employee experience. This article highlights a recent J.D.

Customer Service 77

Customer Service Loyalty Programs Social Media Loyalty 77

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

inmoment

JULY 22, 2020

That’s why it’s important for brands keen on recovering customers to both enable a platform that combs social media for feedback, and allows feedback submissions via image, video, voice and other multimedia methods. Strategy #3: Empowering Employees. Many brands risk overlooking employees when considering how best to recover customers.

Strategy 52

Strategy Social Media Customer Retention Contact Center 52

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. 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.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Hallmark Business Connections

OCTOBER 27, 2020

Alaska Airlines, for example, encourages employees to engage customers on a human level before taking any other action. Each interaction is given the time and space necessary to care for the actual human being.

Company 98

Company Airlines Telecommunications Social Media 98

Beyond Philosophy

SEPTEMBER 11, 2014

In my experience, banks don’t ever put the customer first. We talk a lot about the emotional side of the experience and how important it is to evoke the right ones for your customers. It is important that your employee experience evokes the right emotions also. Blogs Employee Experience'

Banking 138

Banking Culture Employee Engagement CEM 138

ShepHyken

APRIL 1, 2019

Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience. A nice article featuring some of the most relevant trends and strategies happening in social customer care.

Customer Service 100

Customer Service Social Media Chatbots Trends 100

Storyminers

JANUARY 12, 2017

Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. You might consider adding a measure that captures your employees sentiments because great customer experiences come from great employee experiences.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Interactions

JUNE 18, 2020

Improving agent experience not only benefits agents, but also your customers and your business. According to Accenture, companies with great employee experiences still outperform the S&P 500 by 122%. Therefore, it should be a big focus in the contact center.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

BlueOcean

DECEMBER 13, 2022

They’ll also recommend a company, forgive a company’s mistake, and make future purchasing decisions based on that experience. In other words, a loyalty program (and loyalty in general) is inextricably tied to your customer experience and, therefore, to your customer care program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ECXO

JUNE 20, 2023

Business customers care about what your brand stands for. It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Neither will work without the other.

B2B 122

B2B Brands Innovation Government 122

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. They make us feel cared about. They make us feel seen and heard.

Customer Satisfaction 92

Customer Satisfaction Exceptional Customer Service Employee Experience Employee Engagement 92

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Russel Lolacher

MARCH 25, 2019

” Lance Gruner, EVP of Global Customer Care for Mastercard – “CX can’t be a one-time thing, or a flavour of the month. The focus on customer experience has to be a fundamental part of your DNA as a company.”. Kristy Traill, VP Customer for Hootsuite – “Map the employee experience to the customer journey.

Conference 48

Conference Customer Centricity Employee Experience Innovation 48

COPC

NOVEMBER 5, 2021

Virtual hiring, training, onboarding and employee experience obstacles. Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. Again, it’s crucial to consider why the customer is reaching out and the best channel to communicate with them.

Contact Center 52

Contact Center ROI Customer Journeys Touchpoint 52

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. Impact of Customer Experience on Churn and Retention.

Contact Center 69

Contact Center Trends Call Center Customer Journeys 69

Qualtrics

DECEMBER 3, 2021

Businesses that see their employees as just another number might find that they suffer more from labor shortages as the labor force goes elsewhere for better benefits. Not only that, but customers care more about employee experience than ever. Take the pulse on employee experience.

Customer Experience 49

Customer Experience How To Employee Experience Hospitality 49

CSM Magazine

JANUARY 31, 2022

This means prioritizing customer experience is one of the most effective ways to stand out in the crowd. As a business owner and employer, it is essential to understand that the quality of your customer care can only be as good as your team and how happy they feel. Self-Development.

Customer Service 52

Customer Service Loyalty Leadership Customers 52

Think Customers

JULY 2, 2019

Customer Contact Week—a conference focused on customer experience and customer care technology and trends—recently celebrated its 20th anniversary in Las Vegas. So, how has the customer experience evolved in the past two decades?

Contact Center 40

Contact Center Customer Journeys Net Promoter Score Conference 40

Think Customers

SEPTEMBER 21, 2022

Staffing issues are the biggest issue affecting many firms’ ability to provide quality customer experience, both Hein and Dukes agree. Companies unable to fully staff their contact centers are realizing higher call volumes and longer wait times, resulting in a lower level of customer care. Many end up leaving their jobs.

Financial 52

Financial Contact Center Banking First Call Resolution 52

ShepHyken

JANUARY 8, 2018

Ensuring A Positive Employee Experience by Brian Berns. Forbes) After years of focusing on improving the customer experience, businesses are now turning attention inward as employee experience (often referred to as “EX”) moves toward the top of executive priority lists.

Customer Service 0

Customer Service Retail Contact Center Competitive Advantage 0

Oracle

DECEMBER 12, 2019

Read on and see what can inspire you to develop innovative customer experiences in the emerging new year and new decade. “Customer experience and employee experience are now two of the driving forces of business. ” It’s time for marketing, sales, commerce, and customer care to catch up.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58