BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. Bring it.”

Contact Center 156

Contact Center Gamification Transportation Travel 156

TechSee

DECEMBER 12, 2017

In practice, agents accessing an open customer care case must sift through increasingly complicated data sets and perform a time-consuming analysis in order to form a comprehensive picture of the customer’s profile.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

Customers That Stick

DECEMBER 15, 2014

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 37: November 2014. Thoughts on the Customer: The Sympathetic Holiday Shopper. See what other customer emotions linger. But should be used all year ’round.

Contact Center 126

Contact Center Tips Social Media Customer Care 126

Amity

JANUARY 22, 2014

Dave Strang from Achievers replies to a audience question at the Customer Success Meetup event on January 22, 2014. Have you set your Customer Success New Year’s Resolutions yet? If not, you can find inspiration from members of the Customer Success Meetup group. The event consisted of a panel discussion.

Customer Success 48

Customer Success Chief Customer Officer Groups Customers 48

Experience Investigators by 360Connext

APRIL 30, 2015

Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Added by Anne Reuss on Feb 28, 2014. 0 likes.

Brands 110

Brands Retail Consulting Touchpoint 110

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

Customer Service 110

Customer Service e-support Social Media Leadership 110

Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Win the Customer

DECEMBER 25, 2019

Social media sites have evolved from simply personal sharing portals to communication platforms that can enable organizations to deliver enhanced customer care and customer relationship development not typically capable in traditional customer service channels. YoY increase in customer retention.

Customer Service 115

Customer Service Social Media Multi-Channel How To 115

Comm100

OCTOBER 11, 2017

Should it be customer service? If you want a well-rounded, capable, and effective social media customer care team, then the answer is all of the above. This is also possible for companies whose social media team comes from a single department, and who aren’t fully versed in the ins-and-outs of responding to customers as a team.

Social Media 171

Social Media Customer Service Strategies Customer Service Strategy 171

PeopleMetrics

OCTOBER 27, 2014

How can this possibly relate to customer experience? If you’re looking to improve customer experience, maybe it’s best to think of customers you interact with online as fans. Your customers care enough about you to talk to you (and talk to each other about you) on the massive forum that is the internet.

Social Media 102

Social Media Customer Experience Customer Care Interaction 102

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. He also stated to focus on customers, not competitors. A good relationship with customers will solve many things. Will customers care about this improvement? It’s all about the customer! YWCA Chicago (@YWCAChicago) June 10, 2015.

Leadership 110

Leadership Innovation Social Media Consulting 110

Vonage

SEPTEMBER 20, 2016

When teams have a 360-degree view of a customer, they in turn have the ability to provide better attention to their customers’ needs.” Related Posts How businesses in Australia are losing $11bn a year due to poor customer service – a 38% increase from 2014 (INFOGRAPHIC).

Omni-Channel 120

Omni-Channel Self Service Infographics Poor Customer Service 120

ShepHyken

DECEMBER 7, 2018

Her question served as a lightbulb moment for us, eventually turning into Text Request , the business texting service we co-founded in the fall of 2014. It was at that moment that my wife, Jamey, said something like, “Why can’t we just text them?”

Tools 121

Tools Customer Service Hospitality Healthcare 121

ShepHyken

NOVEMBER 15, 2016

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. HelpSocial is the number one integration platform for customer care and social media. Matt Wilbanks on How to Provide.

Social Media 48

Social Media Customer Care Trends Innovation 48

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Priya was awarded New England Entrepreneur of the Year in 2014 and ranked on the 2015 top 100 Entrepreneur list by the Boston Globe.

Customer Care 40

Customer Care Chatbots Average Handle Time Video 40

CX Journey

JANUARY 27, 2015

Image courtesy of cgrantham Today''s post is a modified version of a post I originally wrote for Confirmit in September 2014. We often hear customer experience professionals talk about the fact that there''s a great emphasis to - and a greater return if we - focus our efforts on the customer experience for B2C companies.

B2C 80

B2C B2B Voice of Customer Customer Voice 80

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. Lessons from the Woman Who Built.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Lumoa

JUNE 14, 2023

As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Train your Staff to Become Customer-centric How do you create a customer-centric culture? To illustrate, let’s take the example of United Airlines’ reputation crisis.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

ShepHyken

JUNE 2, 2017

Sprint Wireless overhauled their customer care program, providing their call-center agents with real-time recommendations to improve retention. As a result, they’ve reduced their customer churn rate by more than 50 percent since 2014.

Examples 75

Examples Self Service Wireless Call Center 75

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

CSM Magazine

AUGUST 28, 2019

Northern Gas Networks was shortlisted for six UK Customer Experience Awards in 2014 in recognition of its work to transform customer experience, and was awarded six gold awards including securing the award for Overall Best Customer Experience.

Customer Experience 8

Customer Experience Customer Centricity B2B Customer Satisfaction 8

Waypoint Group

FEBRUARY 4, 2016

Between October 2014 and December of 2014, for example, on-time deliveries improved 10 percent. In the 2014 Christmas season, Dell was one of only four retailers out of 40 promising a late cut-off time – delivery of orders made on December 23 rd. And with this improvement, their Net Promoter Score has also increased.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Win the Customer

NOVEMBER 14, 2016

These days, there are multiple digital channels for customers to choose from; everything from email, live chat and of course, social media. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. How you respond can also result in some fascinating wins.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. Customers have very high expectations regarding how fast their issues are resolved.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. Customers have very high expectations regarding how fast their issues are resolved.

Social Media 48

Social Media Customer Service Exceptional Customer Service Study 48

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Consumers 24

Consumers Customer Care Meeting Customer Expectations 24

Storyminers

JULY 6, 2020

An author, keynote speaker and international authority on business management trends, he has been a thought leader in customer-centricity since 1998. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Show podcast and a regular contributor to Forbes.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Lithium

AUGUST 2, 2018

In 2014, Joe co-authored the book, Social Customer Experience with his Lithium colleague, Dave Evans. While at Symantec, Tim notably launched Symantec’s award-winning Social Media Customer Care team. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

In 2014, Joe co-authored the book, Social Customer Experience with his Lithium colleague, Dave Evans. While at Symantec, Tim notably launched Symantec’s award-winning Social Media Customer Care team. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

In 2014, Joe co-authored the book, Social Customer Experience with his Lithium colleague, Dave Evans. While at Symantec, Tim notably launched Symantec’s award-winning Social Media Customer Care team. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

Lithium

AUGUST 2, 2018

In 2014, Joe co-authored the book, Social Customer Experience with his Lithium colleague, Dave Evans. While at Symantec, Tim notably launched Symantec’s award-winning Social Media Customer Care team. He also led the creation of Lithium’s community management certification programs.

Meeting 40

Meeting Social Media B2C Conference 40

ProProfs Chat

JANUARY 30, 2020

Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. With the customer trust level going down at this rate, it will become all the more essential for a business to interact with its customers actively. And delighted customers are equivalent to more revenue for the business.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Clarabridge

NOVEMBER 24, 2015

Make your social channels into customer care hubs : Getting up early the day after Thanksgiving to wait in line for Black Friday deals is an emotional decision. If your customers’ expectations aren’t met, their reactions can range from disappointment to frustration to anger—so you need staff ready and able to take quick action.

Omni-Channel 40

Omni-Channel Feedback Social Media Retail 40

Tricia Morris

OCTOBER 19, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , consumers now say they are using self-service FAQ pages on a company’s website for customer service more often than speaking with a live agent on the phone.

Self Service 40

Self Service Wireless Customer Service CRM 40

NetBase

SEPTEMBER 6, 2019

Bezos believes customers don’t often know what they want and it takes daring businesses to sort it out for them : For example, smart speaker Echo with voice assistant Alexa was released in 2014. At the time, Bezos says, a customer would not have even known to want an anything of the sort. “No No customer was asking for Echo.

Analysis 49

Analysis Ecommerce Social Media Comparison 49

NetBase

SEPTEMBER 17, 2019

In 2014, then-CEO Emil Brolick maintained that the chain would not push into breakfast” as they had they’d found “it’s very difficult to enter that space today and commit the kind of marketing resources that we feel would be necessary to really entrench ourselves successfully,” Brolick said at the time. Customer care excellence.

Analytics 45

Analytics Social Media Consumers Resources 45