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. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 156

Customer Care How To Sports Case Study 156

NICE inContact

JANUARY 11, 2019

More recently, the topic of artificial intelligence (AI) and its role in customer care has been one that contact center managers have wanted to learn more about. If so, register to listen to a replay of the webinar – which includes a quality management case study. appeared first on NICE inContact Blog.

Omni-Channel 45

Omni-Channel Management Contact Center Self Service 45

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 61

Case Study Study Customer Care Software 61

Brandwatch CX

APRIL 1, 2025

Social customer service costs around $1 per interaction , six times cheaper than phone support costs. While the cheaper cost of conducting customer care digitally might be expected to be the driving factor, in large part it is driven by consumers themselves. Done right, socialmedia customer care will benefit both parties.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

BlueOcean

DECEMBER 18, 2018

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. . #6

Contact Center 195

Contact Center Self Service Chatbots Case Study 195

ShepHyken

FEBRUARY 1, 2017

Yet every cloud has a silver lining, and in this instance it’s a mini-case study on how to handle a customer service crisis. I can’t speak to what happened at the airport when passengers approached gate agents for help, or what happened on the phone lines as passengers tried to reach a customer service representative.

Case Study 48

Case Study Airlines Study Customer Service 48

CX Centric

JANUARY 20, 2021

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. The 5th stage involves the establishing of customer-centric KPIs and Metrics. These are the KPIs that customers care about and hence have a huge impact on the customer’s experience. Ruth Crowley.

Case Study 52

Case Study Study Customer Journeys Customer Experience 52

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. We have the very best and newest technology, hire the perfect “on-paper” resumes, and have the budget of King Tut, but without a healthy, positive working culture…these things are essentially meaningless.

Culture 244

Culture Contact Center Leadership Employee Engagement 244

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

JUNE 11, 2019

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Lithium

DECEMBER 17, 2018

More than 200 million customers trust Autodesk software to help them make things. An early adopter of community, Autodesk redesigned its user community to create an Expert Elite member program that delivers accurate, fast peer-to-peer customer care. How did they motivate customers to volunteer and become Expert Elites?

Case Study 40

Case Study Study Customer Care Software 40

Natalie Petouhof

MAY 11, 2016

If you are doing something really interesting, make sure to send in your case study! Covering Customer Facing Applications that Drive Awesome Customer Experience. If you have what it takes to compete in the SuperNova Awards submit your application today: https://www.constellationr.com/events/supernova/2016.

Case Study 40

Case Study Study Innovation Leadership 40

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 154

Social Media Customer Service Strategies Customer Service Strategy 154

TechSee

JULY 21, 2020

Many enterprises struggle to deliver excellent customer care and suffer from a range of operational inefficiencies due to a lack of inter-departmental communication and cross-functional collaboration. A rep may promise a customer next-day service but then field service cannot provide a technician. To access it, click here.

Knowledge Base 136

Knowledge Base Contact Center Case Study Customer Centricity 136

NICE inContact

MAY 12, 2017

In 2017, it became increasingly clear that tracking a customer’s journey needs to be part of a broader corporate imperative to coordinate marketing, selling, service and customer care. I put quotations around debate because it seemed to me that the overwhelming answer to the question by all the participants was YES.

Contact Center 120

Contact Center Connections Conference Case Study 120

Beyond Philosophy

MARCH 20, 2017

In the book, the authors explain that the single most important factor to determining your business success, is your ability to tune into and deliver what your customers value. What do your Customers care about? This means you should demonstrate the ROI of your solution using real customer testimonials or case studies.

Customer Centricity 137

Customer Centricity Case Study Sales ROI 137

Beyond Philosophy

JULY 17, 2017

At the other end of the spectrum, Dan Hesse, former CEO of Sprint, tied customer experience to mobility and connectivity and profitability. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care. Hesse didn’t talk about customer emotions.

Technology 132

Technology Touchpoint Case Study Consulting 132

Russel Lolacher

DECEMBER 10, 2019

The digital world is littered with social media accounts that died a slow death, posted with little consistency or intent, misrepresented their brand or ignored the very customers they promise to serve. Don’t be a case study of how to do it badly. How will you foster change management and get buy-in from every level?

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. In fact, you’re probably telling yourself – “Salespeople? But you’d be surprised.

Roadmap 121

Roadmap Sales Airlines Case Study 121

Maz Iqbal

MARCH 6, 2015

Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social' Today, this organisation (and its leadership) is on my mind again.

Leadership 48

Leadership Customer Philosophy Case Study Customer Centricity 48

ShepHyken

NOVEMBER 20, 2017

Each week I read a number of customer service articles from various online resources. A case study by Idaho Central Union by Avinash Bhaisa . Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition.

Customer Service 38

Customer Service Self Service Case Study Competitive Advantage 38

Hallmark Business Connections

AUGUST 26, 2021

Heralding Customer Care Employees in 2021. Customer Service Week has been around since the 1980s, and it keeps evolving. To learn more about how to increase customer and employee satisfaction, check out this Evergy case study and see what’s possible with the power of a Hallmark card.

Customer Service 77

Customer Service Case Study Customer Service Representative Entertainment 77

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

CSM Magazine

MARCH 13, 2024

Implementing Sabio’s proprietary Salesforce Service Cloud Accelerator and Salesforce Service Cloud, Sweaty Betty realised game-changing operational efficiencies and customer satisfaction levels that exceeded all expectations. You can read the full case study here. “The live chat wasn’t an afterthought. .

Omni-Channel 52

Omni-Channel Groups Self Service Customer Experience 52

Magellan Solutions

FEBRUARY 10, 2016

Though you can rely on market research; focus group discussions; and case studies to determine these things, you can also make use of data gleaned from social media to develop audience personas. If they voice their concerns, be sure to provide adequate customer care. Be responsive. Do A/B testing.

Social Media 73

Social Media Customer Service Entertainment Case Study 73

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

CSM Magazine

JULY 27, 2015

These three C-Level telco speakers are: Nashad Emir, Chief Customer Experience Officer, Celcom, Malaysia. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines. Brenda Lynn Dichoso, Chief Customer Care Officer, Smartfren Telecom, Indonesia. Operator Case Study – Building A Customer First Culture.

CEM 40

CEM Case Study e-support Customer Centricity 40

Natalie Petouhof

APRIL 26, 2016

Tweet Having worked for GM years ago and lived in Detroit, the motor capital, it was really interesting to see how GM is using social media to listen and engage customers – in marketing as well as customer service. For more information on this report, you can find it here.

Social Media 40

Social Media Self Service Engagement Case Study 40

Amity

NOVEMBER 6, 2017

There is still time to reframe your approach, but first things first, you need to get this customer on a call. Below are some useful tips to get unresponsive customers to finally get back to you. There’s nothing like a sneak peek to make a customer feel special. -Ty Tease Them With Your Product Roadmap.

How To 81

How To Roadmap Case Study Tips 81

Kayako

DECEMBER 31, 2015

This post features an excellent case study on Squarespace and how they retired their phone support. What Apple, Lending Club, and AirBnB Know About Collaborating with Customers , by Barry Libert , Yoram (Jerry) Wind and Megan Beck Fenley. Squarespace’s Customer Care Team from 1 to 184 , by Shaun Young and Christa Collins.

Self Service 72

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

CSM Magazine

OCTOBER 5, 2020

Customer Service & Experience USA 2020 (November 17-18th) brings together an unrivalled list of senior customer service leaders from the world’s most powerful and innovative brands. Join 5000+ customer care professionals online for a virtual event that is purpose-built to propel your business into the future of customer service.

Self Service 52

Self Service Customer Service Customer Experience Case Study 52

SurveySparrow

NOVEMBER 28, 2019

CXS is yet another customer experience conference to look forward to. Customer experience leaders from all around North America gather here to be part of the insightful workshops, panel, case studies, and networking. Who should Attend: Customer service, customer care, and customer experience executives.

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Here’s an upbeat case study. Meet Mor and Yoni, two of the Lightricks support team all-stars. Still not sure?

Social Media 78

Social Media Video Case Study Customers 78

CSM Magazine

SEPTEMBER 20, 2016

After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Achieve customer centricity through your culture. Drive revenue through the brand and customer service.

Omni-Channel 40

Omni-Channel Case Study Customer Centricity Study 40