BlueOcean

FEBRUARY 19, 2025

When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. Follow these steps to check all the boxes: 1.

Customer Care 156

Customer Care How To eBook Training 156

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

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 177

Customer Care How To Sports Case Study 177

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. Using AI-driven analytics, InMoment provides actionable insights to help companies improve customer satisfaction and loyalty.

Analysis 195

Analysis Customer Journeys Social Media Analytics 195

BlueOcean

OCTOBER 6, 2020

Understanding Lifetime Customer Value (LCV) and how the service and support experience contributes to or detracts from the realization of LCV is critical ( more on the LCV metric here ). This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

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

Calabrio

MARCH 5, 2025

A McKinsey survey revealed customer care leaders top growth priorities included customer experience improvement, technology implementation, and identifying revenue growth opportunities. Happy customers are more likely to become repeat customers and brand advocates.

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Customer Centricity. By your customer care, that’s how.

Customer Centricity 240

Customer Centricity How To Customer Satisfaction Social Media 240

BlueOcean

MARCH 3, 2025

Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan?

Contact Center 156

Contact Center Customer Journeys Culture Return on Investment 156

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. .

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116

Kayako

MAY 13, 2022

As e-commerce and demand for online help expands, companies have to meet and exceed new expectations to keep customers satisfied. Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. Are you ready to provide fast and responsive customer care?

Self Service 275

Self Service Knowledge Base e-support Policies 275

InMoment XI

MARCH 26, 2025

Even more so in retail, customers appreciate brands that respect their time and are transparent about what theyre asking in online surveys. A well-designed, concise survey can actively improve brand perception and customer satisfaction. Keep in mind that short for shortness sake is not necessarily a good thing.

Survey 195

Survey Abandon Rate How To Customers 195

Beyond Philosophy

APRIL 9, 2022

However, later in the report we learn: 23% of organizations said that they were looking to increase customer satisfaction. Framing that one in reverse means 67% are not looking to increase customer satisfaction or drive stronger relationships. Key Ideas to Improve your Customer Experience. How can we help?

Customer Satisfaction 24

Customer Satisfaction Report Consulting Financial 24

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! customerservice #customerexperience #custserv #custexp #cx

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

eglobalis

SEPTEMBER 28, 2024

Introduction: Toyota and its enhanced brand Lexus have long been recognized as global leaders in the automotive industry, not just for their reliable vehicles but also for their commitment to customer satisfaction and accountability. This failure leads to a cycle of dissatisfaction and missed opportunities for improvement.

Automotive 469

Automotive Loyalty System Return on Investment 469

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

ProProfs Chat

MARCH 30, 2018

In short, you need to be an expert to understand how you can ensure higher customer satisfaction rate. But in case you’re new to the market or haven’t worked through the road of being an expert, then it’s time you read what market experts have to say on building better customer satisfaction rate. A gap in understanding?

Customer Satisfaction 111

Customer Satisfaction How To Effort Score Contact Center 111

InMoment XI

NOVEMBER 14, 2024

The right social media listening tool will help you analyze customer behavior and competitors to stay ahead of the pack. Key features to look for include: Sentiment Analysis Identifying and monitoring the sentiment behind social media activity helps understand customer satisfaction.

Tools 195

Tools Social Media Customer Experience Analysis 195

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Communication Engagement 98

Inbenta

NOVEMBER 9, 2021

Banks need to engage with their customers in the right way and in the right channels. Integrating chatbots as part of their engagement processes can improve customer satisfaction, reduce costs and deliver valuable qualitative and quantitative feedback on customer demands and opinions. . Get our 14-day free trial.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. Let me give you a real-life scenario of how it works in general.

Customer Experience 397

Customer Experience Social Media Customers Video 397

GetFeedback

DECEMBER 26, 2018

Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. 33% of consumers prefer to reach out to a business via social media, and it’s common for current and prospective customers to scan social media interactions to get a sense for the brand’s customer care standards.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Customers care more about experiences than ever before. Customers no longer just want a great experience, they demand it. About our guest author.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

COPC

AUGUST 16, 2022

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: Redesign your quality form to focus on key drivers. Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight.

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

InMoment XI

OCTOBER 5, 2023

By turning employees from mere service providers into valued contributors to the customer-centric mission, brands can effectively transform detractors into enthusiastic promoters. Improve Contact Center Experience Step #4: Data Is a Gold Mine Your brand generates mountains of data every day.

Contact Center 364

Contact Center Self Service How To Call Center 364

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Self Service Omni-Channel Metrics 62

Comm100

SEPTEMBER 6, 2022

In order to do this, it is important that you hire live chat agents who are professional and all about ensuring customer satisfaction. But exactly how many live chat agents do you need to hire to provide the happily-ever-after customer service that you dream of? So how many chats should each agent take on at once?

Guidelines 246

Guidelines Customer Satisfaction Report Average Handle Time 246

Bill Quiseng

MAY 17, 2023

Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions.

Metrics 88

Metrics Customer Care NPS Loyalty 88

Comm100

DECEMBER 7, 2022

Due to Kotsovolos’ high request volume through phone and email, they wanted a way to reduce wait times and keep customer satisfaction high. Kotsovolos first introduced Comm100 Live Chat to meet the needs of their customers and saw a precipitous drop in call volumes. Improve support speed.

Chatbots 243

Chatbots Examples Self Service Customer Satisfaction 243

InMoment XI

JULY 16, 2024

Ensuring your team promptly addresses inquiries, complaints, and feedback can significantly enhance customer satisfaction and boost your brand’s reputation for attentiveness and service excellence. Consider a scenario where a customer posts a complaint about delayed shipping on Twitter.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

Ensuring your team promptly addresses inquiries, complaints, and feedback can significantly enhance customer satisfaction and boost your brand’s reputation for attentiveness and service excellence. Consider a scenario where a customer posts a complaint about delayed shipping on Twitter.

Tips 195

Tips Management Social Media Hotels 195

CSM Magazine

DECEMBER 18, 2024

Whenever people are looking for lenders, they always seek a company with the best customer reviews. Those reviews are the product of excellent services provided by the lender and the customer care team that welcomed the client and guided them through the whole process. Using new tools and technologies to improve the service.

Trends 52

Trends Customer Service Banking Financial 52

BlueOcean

JULY 2, 2024

Our position is: one size does not fit all when it comes to customer care. Their smaller size naturally allows you closer access to their leadership team (at Blue Ocean, our president and senior leadership team attend every client QBR) and more opportunity for customizing your program.

Contact Center 156

Contact Center Customer Care Wait Times Leadership 156

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. NPS Best Practices Tip #1: Listen To Your Customers Understanding your customers is paramount in shaping your business strategy.

NPS 195

NPS Customer Centricity Automotive Culture 195

Calabrio

MAY 28, 2019

According to Gartner, “The Gartner Peer Insights Customers’ Choice is a recognition of vendors in this market by verified end-user professionals.” To ensure fair evaluation, Gartner maintains rigorous criteria for recognizing vendors with a high customer satisfaction rate.

Engagement 199

Engagement Management Call Center Industry 199

Oracle

NOVEMBER 10, 2020

Trend of the week: Customer care is the new marketing. This could really be the trend of the year given the ways in which brands are dealing with service changes during COVID-19 while trying to retain customers. You don’t get the opportunity to re-do it. ” Why many companies have a marketing/service disconnect.

Customer Care 78

Customer Care Customer Experience Retail Brands 78