ijgolding

JULY 18, 2018

The Customer Service Summit is a two-day event bringing over 150 senior customer experience, customer service and social customer care leaders together to discuss strategies for delivering effortless, efficient, and engaging customer experiences in an age of everchanging customer expectations.

Self Service 123

Self Service Customer Service Customer Experience Groups 123

Comm100

DECEMBER 1, 2017

Fulfilled agents also have a lower turnover rate (a common industry problem that saps companies’ precious time, resources, and affects customer care). As the report puts it: “Agents, quite simply, are the gateway to a productive, customer-centric experience.” Successful Brands Are Customer-Centric.

Contact Center 145

Contact Center Report Customer Journeys Customer Centricity 145

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., Download report for $195. Download report for $195.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Comm100

APRIL 27, 2020

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. Omnichannel platforms give agents visibility into their customers’ entire conversation history, no matter which channel they reach out from. Free Download: Mastering Omnichannel CX: A Success Guide.

Omni-Channel 147

Omni-Channel eBook Automotive CRM 147

Beyond Philosophy

MARCH 8, 2017

Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. Quite frankly, a lack of Customer Centricity does not create a win-win situation or even a win-lose situation. This is simply unacceptable.

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Consulting 124

Comm100

DECEMBER 11, 2017

Live chat is especially popular among online retailers who don’t want to let customers slip away if they’re the least bit interested. Some providers allow co-browsing, where the customer care agent takes temporary control over the user’s browser and provides technical troubleshooting or directs them to pages where they will find resources.

Customer Experience 153

Customer Experience Social Media Self Service Multi-Channel 153

TechSee

MAY 29, 2018

With clear ROI demonstrated almost immediately upon implementation, C-level decision-makers and call center management have turned to visual engagement as an important stepping stone on their journey towards providing a digital customer-centric experience. Customer Service KPI #1 – NPS (Net Promoter Score).

Contact Center 95

Contact Center Engagement Call Center Net Promoter Score 95

DCX

DECEMBER 1, 2024

If your brand’s doing the same things as everyone else—same chatbots, same perks, same emails—why should customers care? Customers want brands that break the mold and make them feel valued. Source NEW from DCX: Get Every Department Onboard with Customer-Centricity Want to build a true customer-first culture?

Fashion 52

Fashion Culture Trends Connections 52

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

Think Customers

FEBRUARY 11, 2020

What do you find gets overlooked in creating a customer-centric organization? TSF: I would say the customer. We always try to give the customer everything they want. If a customer exhibits certain behavior—download an app, read two stories in the newsletter—maybe their propensity to churn is different.

Customer Care 52

Customer Care Self Service Contact Center B2C 52

ShepHyken

OCTOBER 14, 2019

4 Ways to Celebrate Customer Service Week by Whitney Puidokas. Here are the four ways we celebrated the hard work our Customer Care team puts in every day. We hope one of these ideas can make their way into how you think about honoring your customer-facing employees! My Comment: Last week was Customer Service Week.

Customer Service 20

Customer Service Customer Centricity Customer Service Training Customers 20

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. These businesses started with the right culture, philosophy, and customer-centric CRM platform. Customer Care Delivered in a Remote Environment.

Customer Experience 90

Customer Experience Self Service e-support CRM 90

Kayako

MAY 12, 2016

Every week, a crew of customer happiness pros from Buffer, Automatic and Wistia, get together, discuss a new topic each week, and record it as a podcast, a Youtube video, and MP3 download. We Support NYC is an online community dedicated to redefining great customer service and elevating the role of support and community in tech.

Conference 120

Conference Call Center Video Tips 120

ShepHyken

DECEMBER 5, 2022

This is a financially driven, inside-out view of customer support and not an outside-in, customer-centric approach. If companies truly want to reduce the cost associated with customer support, learn from these calls and fix the upstream issues that are creating the need for the calls in the first place.

Customer Service 74

Customer Service Hospitality e-support eBook 74

Comm100

FEBRUARY 5, 2018

This put power into the hands of the consumer, and lead businesses to focus in on the customer experience. The beauty of virtual spaces is not only the establishment of a different, more customer-centric corporate culture: customers’ footprints are now easier than ever to map and transform into revenue. Download Now.

Social Media 171

Social Media CRM Self Service Software 171

DCX

JANUARY 28, 2025

Here are a few reasons things might not click: You’re Focused on the Wrong Thing: Your team prioritizes speed and convenience, but customers care more about feeling heard and valued. For instance, a faster chatbot response doesn’t matter if the bot can’t resolve their issues.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

DCX

SEPTEMBER 29, 2024

30 Days to Greater Influence is my new course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

e-support 86

e-support Customer Centricity Apparel Leadership 86

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Bill has been recognized for his customer service and customer experience insight with the following accolades: Userlike 11 Gurus of Customer Service, Fonolo Top 10 Tweeters Talking About the Customer Experience, Future Care Today Top Ten Social Customer Service Influencers, and SAP Business Innovation Top 60 Customer Experience Influencers.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

PeopleMetrics

JANUARY 12, 2015

We have 12 months to kick butt with our customer-centric goals. senior-level champions, line leaders, product people, IT, HR, sales, marketing, or customer care). Schedule monthly, recurring customer experience business review meetings with all attendees. To become NPS Olympians.

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Tricia Morris

AUGUST 11, 2015

In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector. But, according to leading consumer surveys, customer satisfaction ranks near the bottom of a cross-industry comparison. Click here.

Government 40

Government Customer Service Self Service Customer Centricity 40

DCX

OCTOBER 13, 2024

T-Mobile and OpenAI Aim to Redefine Customer Experience T-Mobile and OpenAI are teaming up to launch IntentCX , an AI-decisioning platform that will reshape how businesses handle customer care. ” - Jimmy, CX Leader, Google Get 30 day free trial Turn Your Colleagues into Customer Champions: Download the Free Guide Today.

Video 52

Video Customer Centricity Roadmap Course 52

Kustomer

SEPTEMBER 18, 2020

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. These businesses started with the right culture, philosophy, and customer-centric CRM platform. Customer Care Delivered in a Remote Environment.

Customer Experience 52

Customer Experience Self Service e-support CRM 52

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Customer Service Strategy 40

Comm100

FEBRUARY 16, 2018

Adopt a customer service solution that takes care of social messaging in the same console as your live chat, or at least ensure that your social media is in part owned by your customer service team to ensure quality customer care over messaging apps. So, what’s a customer-centric company to do?

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

DCX

OCTOBER 1, 2024

CX leaders are coming together for real talk and genuine connections at Frost & Sullivan’s Customer Contact West 2024. Get ready for hot topics like ChatGPT, AI in customer care, empowering agents, and optimizing operations with data for real results. It's going to be an electrifying event! If not, why not start today?

How To 52

How To Customer Centricity Meeting Course 52

DCX

OCTOBER 1, 2024

CX leaders are coming together for real talk and genuine connections at Frost & Sullivan’s Customer Contact West 2024. Get ready for hot topics like ChatGPT, AI in customer care, empowering agents, and optimizing operations with data for real results. It's going to be an electrifying event! If not, why not start today?

How To 52

How To Customer Centricity Meeting Course 52

DCX

OCTOBER 6, 2024

30 Days to Greater Influence is my new email course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

DCX

OCTOBER 6, 2024

30 Days to Greater Influence is my new email course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

Leadership 52

Leadership Customer Centricity Touchpoint User Experience 52

Service Untitled

AUGUST 26, 2010

Part one includes an introduction to Doria and her background with American Express, a quick overview of the different service centers that American Express has around the country, and some information on how American Express hires and trains its customer service representatives (called Customer Care Professionals).

Customer Care 42

Customer Care Call Center Customer Satisfaction Training 42

DCX

SEPTEMBER 29, 2024

30 Days to Greater Influence is my new course that will help you become the go-to expert your colleagues rely on for critical decisions, get executives to champion your customer-centric initiatives, and leave work each day knowing you’ve made a real, tangible difference for your customers.

e-support 52

e-support Customer Centricity Apparel Leadership 52

Service Untitled

OCTOBER 29, 2010

Camaraza made a point to regularly meet with the customer care professionals, not just about social issues, but what is important to the employee and to American Express. How employees are treated sharply reflect how they treat customers. Reward employees for stepping out of the box and taking initiative above and beyond.

Effort Score 42

Effort Score Employee Engagement Exercises Culture 42

DCX

OCTOBER 8, 2024

CX leaders are coming together for real talk and genuine connections at Frost & Sullivan’s Customer Contact West 2024. Get ready for hot topics like ChatGPT, AI in customer care, empowering agents, and optimizing operations with data for real results. It's going to be an electrifying event!

Customer Experience 52

Customer Experience Customer Centricity Customers Course 52

DCX

OCTOBER 8, 2024

CX leaders are coming together for real talk and genuine connections at Frost & Sullivan’s Customer Contact West 2024. Get ready for hot topics like ChatGPT, AI in customer care, empowering agents, and optimizing operations with data for real results. It's going to be an electrifying event!

Customer Experience 52

Customer Experience Customer Centricity Customers Course 52

Stella Connect

MAY 4, 2017

How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees . Join us to find out how the Customer Care team at Medfusion launched their Career Development Program, a training and rotational development program, targeting millennials. But these are our must-see picks in this category.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Stella Connect

JUNE 5, 2017

The Journey to Customer Centricity – People Powered, Customer Driven Strategy (Keynote). A customer-centric culture radiates outward, and endears brands to their customers. Conversocial makes social customer care look effortless. President and Chief Executive Officer, Safelite Group.

Call Center 40

Call Center Contact Center Conference CRM 40

Qualtrics

OCTOBER 23, 2019

Forrester applied a rigorous analysis process that involved interviews with enterprise executive customers who are using Qualtrics for various levels of experience management. million in improved customer care support and service , such as reducing the cost of incident support by shifting hundreds of thousands of customer calls to self-help.

Study 30

Study Consulting ROI Survey 30