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

Bill Quiseng

MAY 29, 2024

They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline. As customers, NOW is the time for our customer CARE Revolution! Well, no more.

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

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

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

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

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

BlueOcean

OCTOBER 6, 2020

Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy? Are Your Customers Happy? appeared first on Blue Ocean.

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what mix of live agents versus AI is best for your business? It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

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

ShepHyken

DECEMBER 11, 2020

H e explains how and why expanding customer care operations to include online chat and brand communities can elevate both self-service and customer care. “Hi, That little chat box in the bottom right corner of the screen promises to answer every customer question — but will it? Hi, how can I help you?”

Customer Care 115

Customer Care Self Service e-support Chatbots 115

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

GetFeedback

DECEMBER 26, 2018

By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too. Monitoring brand perception. Research shows there are 2.1

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

C3Centricity

SEPTEMBER 16, 2019

I also do a lot of analyses on what customers really want today. I’m always trying to understand exactly the solutions customers need, desire and dream of having. My regular searches include customer service, customer satisfaction, customer care and similar topic areas. CUSTOMER CENTRICITY.

Customer Centricity 184

Customer Centricity Measurement How To Customer Satisfaction 184

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

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. 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.

Tips 195

Tips Management Social Media Hotels 195

InMoment XI

JULY 16, 2024

The result is a robust brand reputation , increased customer loyalty, and ultimately, improved business results. 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.

Tips 195

Tips Management Social Media Hotels 195

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

Inbenta

NOVEMBER 9, 2021

Chatbots allow customers to manage requests swiftly and efficiently while acting as a listening channel so that banks can better understand user habits, anticipate customer actions and deliver personalized offers and services. By contextualizing products and services, banks increase their customer loyalty and their lifetime value. .

Chatbots 95

Chatbots Banking Customer Care Self Service 95

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

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

Comm100

APRIL 16, 2018

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. After all, the customer is always right, right? This idea is so ingrained in us that 89 of 100 leaders surveyed flat out stated that their primary goal was to exceed customer expectations. First, the customer is always right.

Effort Score 138

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 138

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

Customer Service 156

Customer Service Insurance Conference Customer Satisfaction 156

Bill Quiseng

MAY 17, 2023

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. To earn customer loyalty, don’t get inside their heads.

Metrics 88

Metrics Customer Care NPS Loyalty 88

BlueOcean

MAY 23, 2017

But being lowering costs came with a different price: customer frustration and compromised customer loyalty. Today’s self-serve or Tier 0 customer service is heavily focused on customer satisfaction, and as a result, the technology has become increasingly elegant, better integrated, and – most importantly – more user-friendly.

Omni-Channel 228

Omni-Channel Customer Service Customer Journeys Call Center 228

Kayako

OCTOBER 25, 2017

Deliver live chat incorrectly and you will put customers off using your business: . But live chat done correctly will boost your sales , revenue, and loyalty: When the chat experience is geared towards the user, consumers are 51% more likely to return. Request customer satisfaction ratings. Listen to user feedback.

User Experience 211

User Experience Consumers Study Wait Times 211

Bill Quiseng

JUNE 26, 2024

Customer experience is how your customers feel before, during, and after what you do. Customer experience management is what you do before, during, and after discovering how customers feel about what you did. Customer loyalty is how your customers feel about what you proactively do repeatedly.

Customer Experience 173

Customer Experience Social Media Loyalty Customer Care 173

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Lynn Hunsaker.

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Bill Quiseng

OCTOBER 9, 2024

So, when it comes to your customers and you and your business, think RELATIONSHIPS or Go Broke. QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. Relationships build loyalty. Loyalty builds your business.

Customer Experience 173

Customer Experience Customer Service Social Media Loyalty 173

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client.

Contact Center 156

Contact Center Insurance Conference Customer Care 156

C3Centricity

AUGUST 15, 2016

As a customer centricity champion, just like you, I spend a lot of my time researching the topic. I’m always trying to understand exactly what customers want. My regular searches include customer service, customer satisfaction, customer care and similar areas. Customer centricity.

Customer Centricity 120

Customer Centricity Infographics Customer Satisfaction Trends 120

CSM Magazine

NOVEMBER 6, 2024

Customers value a business where they feel appreciated, and this often depends on the service they receive, not just the product they buy. A franchise that prioritizes customer care earns loyalty, boosts its reputation, and encourages positive word-of-mouth. A loyalty program doesn’t have to be complicated.

Customer Service 52

Customer Service Loyalty Programs Self Service CRM 52

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

Lumoa

AUGUST 3, 2021

These metrics should measure customer satisfaction with journeys and track operational indicators such as user clarity that underline each journey. By measuring results continuously and making data available to all teams involved in the customer experience, you can improve the journey in close to real-time.

Customer Journeys 243

Customer Journeys Customer Experience Touchpoint Customers 243

Interactions

MARCH 26, 2020

Hold times that seem to last hours, phone trees that are impossible to navigate, and rigid voice prompts forcing customers to speak like a robot. This type of experience is detrimental to customer satisfaction for many reasons and engaging with contact centers can be frustrating even without long hold times or robotic prompts.

Customer Care 71

Customer Care Contact Center Hospitality Travel 71

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Customer lifetime value (CLV) — profitability of customers’ cumulative purchases. Lynn Hunsaker.

Customer Care 59

Customer Care CRM Customer Experience CEM 59

GetFeedback

AUGUST 16, 2018

When it comes to customer happiness, you have to focus on quality over speed. Customers care more about the quality of the answers they get than how quickly they get them. To measure customer happiness, turn to CSAT, CES, and NPS. Customer Satisfaction (CSAT) Score. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

TechSee

MARCH 19, 2019

Customer care center metrics in the era of self-service clearly require a different approach. Customer Satisfaction. Adding a visual element to each self-service channel makes it easier for the customer to find the resolution they are seeking, thereby eliminating the need for them to transfer to a higher level of service.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146