BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Omni-Channel 156

Omni-Channel Customer Care Self Service eBook 156

Experience Matters

JANUARY 20, 2015

Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

CSM Magazine

NOVEMBER 15, 2024

Visually, a slogan can be used in various marketing materials, such as brochures, advertisements, and digital platforms, reinforcing the message across customer touchpoints. Consistency in messaging ensures that the brand’s promise is clear and omnipresent. This can improve overall service quality and consistency.

Customer Service 52

Customer Service How To Social Media Culture 52

Call Experts

OCTOBER 5, 2023

Whether it’s a contact center for doctors or accountants , these customer service hubs are not merely cost centers but vital touchpoints for building and maintaining strong customer relationships. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

SurveySparrow

MARCH 12, 2019

Here is how closing the feedback loop increases your brand value: 1. Increases brand loyalty. When you go to your customers and chat with them to get feedback from them, you not only get results that you can use to improve your service but it also adds a new dimension to your relationship with the customer.

System 75

System Feedback Survey Touchpoint 75

delighted

SEPTEMBER 20, 2019

Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application. Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Fewer repeat calls.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

ClearAction

FEBRUARY 7, 2016

4 Building Blocks for a Customer-Centric Culture article. Building a Customer-Centric Culture article. Customer Experience Management Improves Brand Value article. Growing a Customer Care Culture by Hiring Right BKM: Southwest, Nordstrom, Ritz-Carlton. Voice of the Customer.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement CEM 48