Customer Bliss

NOVEMBER 17, 2017

How does your company incorporate its mission statement? Is it used daily as a decision-making lens for uniting the organization in making operational decisions? Most importantly, do employees know it and use it to improve customers’ lives and earn the right to growth? When I work with clients, it’s important that we define what I call, “clarity of purpose.

Chief Customer Officer 129

Chief Customer Officer Customer Journeys Case Study Customers 129

ProProfs Chat

NOVEMBER 17, 2017

Improving customer support has become more important than ever, given the never-ceasing expectations of customers. As leading researchers indicate that organizations lose about $62 million every year due to poor customer service , you can’t expect any good with an average customer support. No matter how great your product your service is, you can’t sustain market competition without a top of the line customer service.

Self Service 111

Self Service Trends Chatbots Omni-Channel 111

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Asking your customers to post online reviews shows that you have confidence that you will take care of your customers by delivering a great customer service experience and taking care of any problems that may arise – in such a way that will earn you a glowing online review. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

Truthlab

NOVEMBER 17, 2017

Reading Time: 3 minutes Being at the beginning of the product creation process always excites me. There is nothing quite like being on the team that brings thoughts and ideas from a whiteboard into a fully functional product. It’s rare when the mix of creative outlet falls directly in-line with the day-to-day tasks. I get to work with every […].

Customer Experience Design 69

Customer Experience Design Technology Customer Experience Customers 69

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Amity

NOVEMBER 17, 2017

Here we are again, in the month of November. As in tradition, the month of November is a time to reflect on everything in our lives that we are thankful for, give gratitude where it’s due, and of course overindulge in all of the delicious foods that you only eat once a year. All of this reminiscing about the past year’s happenings had me thinking about what I am doing to make my customers thankful.

ROI 57

ROI Customers Course Customer Satisfaction 57

LiveChat

NOVEMBER 17, 2017

On November the 6th, Facebook announced the launch of beta tests of their new customer chat plugin. This plugin will allow customers to chat with businesses not only on Facebook pages but also on these businesses’ own websites. As you might imagine, these thrilling news shook the ecommerce industry. It wasn’t just a new big player joining live chat market; it was THE big player joining the market.

Industry 54

Industry Ecommerce Social Media Advertising 54

COPC

NOVEMBER 17, 2017

In our quarterly blog series, Ask the Experts, we ask COPC Inc. experts questions about specific areas for improving operational performance in call centers, customer experience operations, vendor management organizations and procurement. In this edition of Ask the Experts, we chatted with Kathleen Jezierski, COPC Inc.’s chief operating officer and subject matter expert on vendor management, about pricing models for outsourced service providers (OSPs).

Financial 40

Financial Contact Center Metrics Call Center 40