C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. With the advances in AI technology, we have seen the emergence of chatbots and virtual assistants that can engage in more natural and context-aware conversations.

Interaction 226

Interaction Guidelines Chatbots System 226

Lumoa

MARCH 9, 2023

This level of transparency shows that Lush is willing to go the extra mile to demonstrate to their customers that they care about what they care about. When you’re able to get to the core of what someone needs, you’re able to provide the best customer experience possible. And, in fairness, it’s easy to do that.

Customer Experience 423

Customer Experience Social Media Customers Video 423

Lumoa

MARCH 21, 2023

You read blog posts and research articles if you want to learn more about a specific topic. Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. I hold nothing back.

Customer Experience 236

Customer Experience Chief Customer Officer Customer Experience Management Customer Centricity 236

BlueOcean

APRIL 16, 2024

One Stevie judge commented on Blue Ocean’s nomination story, “I love reading about successes like this, especially with the data to support the claim. Blue Ocean truly exemplifies what a BPO can do for a client in building a relationship and innovating to meet extraordinary needs. Another judge wrote, “Wow!

Contact Center 177

Contact Center Sports Effort Score Customer Care 177

C3Centricity

MARCH 25, 2024

What they all need is a strategic growth blueprint. What a waste of resources! And yet we didn’t seem to be any closer to solving it, at least until recently. It is a well-known fact that when budgets get tight, marketing is usually one of the first departments to suffer cuts, and market research in particular!

Marketing 226

Marketing ROI Analysis B2C 226

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?)

Customer Success 177

Customer Success Contact Center Average Handle Time Touchpoint 177

BlueOcean

NOVEMBER 13, 2023

What new trends and technologies are on their mind? What new trends and technologies are on their mind? What trends are more than buzzwords and can actually make a real impact on your work? Take a read if you’re looking for tangible use cases of AI that don’t suck. How are other customer experience leaders delivering?

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

Experience Investigators by 360Connext

OCTOBER 17, 2023

While this can feel like it’s “common knowledge” it’s actually what I would call “common understanding.” What’s the difference? Even if you believe you understand what it means to be customer-centric, or feel like you’re getting those nods of encouragement during conversations about CX, I encourage you to read this anyway.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Steve DiGioia

JANUARY 3, 2022

We all speak about expectations, customer expectations. These are the absolute minimums I expect and what a vendor should provide. What about anticipating the customer’s needs? Click here to read them. What if it doesn’t? They can be reasonable or extreme, and sometimes achievable or bizarre. They are so right.

Customer Expectations 351

Customer Expectations Social Media Advertising Touchpoint 351

Experience Investigators by 360Connext

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. This also enables you to test new messaging or conversation flows to see what leads to the best customer experience.

Feedback 270

Feedback How To Social Media Analysis 270

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship.

Contact Center 296

Contact Center Call Center Comparison Customer Care 296

Experience Investigators by 360Connext

AUGUST 3, 2021

Too often, shortcuts within the wrong areas lead to shortfalls and short-sightedness on what really matters. We will never sell, share, or abuse your information. What do customers really want? We have an “expert” problem. And sure, there’s validity to what they have to say. It IS a lot.

Customer Experience 380

Customer Experience Social Media Feedback Brands 380

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care How To Sports Case Study 177

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. What stupid rules can we kill ?”. Did you improve my life?

Chief Customer Officer 327

Chief Customer Officer ROI Banking Financial 327

Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. Ask: “What should we add to our service or products?”.

Feedback 380

Feedback Customers Loyalty Resources 380

Comm100

MAY 23, 2023

While we read about the many benefits of automation in customer service, it can be difficult to know how exactly to introduce this into your own organization. What is customer service automation? What are some automated customer service examples? What is the state of automated customer service in 2023?

Examples 177

Examples Customer Service Chatbots Knowledge Base 177

Comm100

SEPTEMBER 26, 2023

While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization. This gives agents a wealth of information about the customer and their customer journey, no matter what channel they reach out on.

Examples 173

Examples Chatbots Omni-Channel Customers 173

Comm100

MARCH 13, 2023

However, what hasn’t been so clear is student receptiveness to these chatbots – until now. Higher Education Admissions Report – Prospective Student Survey Discover what prospective students really want during the pre-enrolment phase and how your engagement strategy can sway them into choosing your school. Read more Report 1.

Chatbots 187

Chatbots Survey Social Media Report 187

Customer Bliss

APRIL 23, 2021

What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. I’ve always been amazed how when we stand as witnesses, and we put our hand on the Bible, and we raise our hand, we say, ‘I swear to tell the truth, the whole truth, and nothing but the truth.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

The DiJulius Group

APRIL 15, 2024

The Most Critical Element of an Amazing Customer Experience is Being Human-Centric Today, we are living in the “digital disruption era.” As an entrepreneur, like so many, I have become enamored with the potential of what AI can do. And, Read Full Article The post The Human-Centric Approach appeared first on The DiJulius Group.

Innovation 76

Innovation Groups Technology Customer Experience 76

Comm100

MARCH 7, 2023

So what can schools do to attract more students and boost their enrolment figures against this incredibly difficult backdrop? It all begins with understanding what students want during the pre-enrolment process – and Comm100’s latest survey reveals all. College undergraduate enrolment in 2022 was down by 9.4% compared to 2020.

Survey 167

Survey Chatbots Wait Times Report 167

Storyminers

DECEMBER 14, 2020

Please don’t read ahead. That’s what Rite-Aid did. They created a story (yeah, it was a commercial) that allowed you to step into the future and experience the store rather than just read about it. If you’re interested, we can chat. Best, The post What difference does a story make? You’ll get the gist of it.

Healthcare 296

Healthcare Innovation Retail Video 296

Steve DiGioia

SEPTEMBER 24, 2018

But we should do this instead of worrying about a good NPS score. What should we do? But what about those customers who gave a score of 7-8 and who aren’t even considered in the score calculations? Continue reading…. I’ll get to that in a moment but first, some background.

NPS 392

NPS Net Promoter Score Measurement Metrics 392

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This one focuses on field service, but it’s still worth the four minutes it takes to read. My Comment: As costs go up, we must charge customers.

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

Eptica

NOVEMBER 3, 2023

We examine what to look for when picking a partner to ensure long-term success. Read the full article on our parent company Enghouse Interactive’s site. We examine what to look for when picking a partner to ensure long-term success.

Interaction 101

Interaction Customer Engagement Technology Customer Service 101

ECXO

APRIL 24, 2024

To understand them, we must consider the unique and specific context of enterprise software, which differs significantly from consumer software in terms of user expectations, purchase processes, and implementation scale. When we make decisions, we use mental models that are essentially internal representations of our understanding of reality.

ROI 105

ROI Software B2B System 105

ShepHyken

JANUARY 16, 2024

First, how we think our customers perceive our customer service and CX is often not the reality. Reality isn’t what we think or believe. It’s what our customers say. They should learn firsthand what it’s like to be a customer. So, what are you waiting for? It’s just our perception.

Customer Service 140

Customer Service Customer Centricity Customer Service Training Survey 140

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. When I go in, we chat to catch up, and then he recommends a lure for me to try that day. Graham Hill is a guy I follow and read on LinkedIn a lot.

Advertising 78

Advertising Conference Technology Brands 78

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If we don’t have a product or service that meets a customer’s needs, we will go out of business. My Comment: What is customer science?

Customer Service 80

Customer Service Government B2B B2C 80

ShepHyken

APRIL 1, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. If we don’t have a product or service that meets a customer’s needs, we will go out of business. My Comment: What is customer science?

Customer Service 76

Customer Service Government B2B B2C 76

The DiJulius Group

DECEMBER 13, 2023

When the chips are down, what can wrestling teach us about life, entrepreneurship, and the art of excellent customer service? On this episode of The Customer Service Revolution, John and his son, the dynamic wrestler-turned-entrepreneur Johnni DiJulius, explore what the wrestling world can teach us.

Groups 95

Groups Customer Service Customers 95

Totango

NOVEMBER 15, 2023

We were recognized for our strength in end-to-end relationships, overall value, and leading features and functionality. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers. We love data-driven insights.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

BirdEye

OCTOBER 12, 2023

When you send a message with a certain icon or symbol, you want to make sure that the customer, that is, the recipient, understands what you mean by it. If you want to know what’s the difference between an open blue circle with a white check mark and a filled blue circle with a checkmark, you’ve come to the right page.

Groups 111

Groups Communication Video Government 111

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. I believe we control our destiny much more than anybody else can do anything to us,” he says. Here are my top five picks from last week.

Customer Service 78

Customer Service Self Service Tips Contact Center 78

Beyond Philosophy

NOVEMBER 11, 2021

So, since the state of things is such a mess at the moment, we did a podcast on the 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints, and I thought I would share them here as well. . The 5 Rules for improving the customer complaint process are: Read between the lines. Rule #1: Read between the lines.

Policies 153

Policies Insurance Call Center Financial 153

Help Scout

APRIL 10, 2024

Learn what customer experience KPIs are, plus nine we think are worth tracking for almost any team. Read the full article

Customer Experience 52

Customer Experience Customers 52

Beyond Philosophy

FEBRUARY 10, 2022

We spoke with Ryan Stuart ( @rstuart85 ), Founder and CEO of Kapiche , a platform specializing in helping organizations use the data they have collected. To learn more about that situation, we hosted the ACSI’s managing director David VanAmburg in a recent podcast.) That means 70 percent were either flat or declined. (To

Measurement 167

Measurement Customer Experience Net Promoter Score Effort Score 167