Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Build relationships with customers BEFORE they are customers. Care about your relationships enough to view them as such, not as transactions. They are active in building a community and doing creative things to showcase their employees, culture and growth. Be who you are, everywhere, and to everyone.

Loyalty 272

Loyalty Banking Social Media Consulting 272

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. Ever since then, we have made it a point to focus on what the customer would need, what would they want, what would answer their questions, how would they like to engage, etc.

Customer Care 98

Customer Care Government Communication Engagement 98

Hello Customer

MAY 19, 2021

G iven that customer service is a good way to create customer loyalty, it makes sense that organizations should be investing in it, not cutting costs. Steven Van Belleghem perfectly illustrated why good customer service is essential with this example. ??. Customer Experts. To wrap up. And it won't disappear any time soon.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate you with customer CARE actions to practice your interpersonal skills.

Customer Care 78

Customer Care Customer Service Training Training Customers 78

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Get Schooled.

Entertainment 247

Entertainment Leadership Social Media B2B 247

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. Their corporate success is dependent on delivering a brand-enhancing customer experience.

Contact Center 174

Contact Center Customer Care Employee Engagement Culture 174

InMoment XI

AUGUST 22, 2022

Decrease Cost to Serve: Higher-quality experiences mean fewer calls to customer care and a subsequent reduction in call center costs. Increased Profitability: Engage and empower employees to take ownership of profitable CX outcomes. Companies with engaged employees are 21% more profitable.

Employee Experience 195

Employee Experience eBook Employee Engagement Call Center 195

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. Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this!

Culture 244

Culture Contact Center Leadership Employee Engagement 244

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. On-site pitching and negotiations are critical to establishing long-term strategic partnership with your customer care outsourcer.

Contact Center 294

Contact Center Travel Culture Meeting 294

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Brad Cleveland Blog

JUNE 30, 2022

Supply chain problems and the Great Resignation have caused challenges on every aspect of customer care. The work we’re handling has surged and become more complex, while the employees … Continue reading → The post Do your goals and metrics foster employee engagement?

Employee Engagement 48

Employee Engagement Metrics Engagement Contact Center 48

BlueOcean

JANUARY 23, 2024

However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included. Employee engagement is critical for retention. The right outsourced partner invests heavily in their retention efforts and employee engagement.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

BlueOcean

NOVEMBER 6, 2019

However, returning to the “per agent hour” (or sometimes “per minute” or “per transaction”) investment in a customer care outsourcer, every factor is already included. Employee engagement is critical for retention. The right outsourced partner invests heavily in their retention efforts and employee engagement.

Contact Center 156

Contact Center Contact Center Software Employee Engagement Call Recording 156

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. According to the global leaders, that’s because: They deliver excellence customer service. They have stated publicly they want to be the “ Earth’s most customer centric company. ”

Banking 138

Banking Culture Employee Engagement CEM 138

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 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., Here are some highlights from the finalists: Activision Customer Care.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I love podcasting as a platform for employee engagement and community building and this conference provides so much valuable information to be successful.

Social Media 52

Social Media Government Customer Care Transportation 52

BlueOcean

APRIL 28, 2020

And in the world of customer care, an industry that has felt the entire spectrum of effects – from drought to tsunami – we’re asking the big questions in anticipation of a better future. And then there’s the intangible issues – in particular, employee engagement and corporate culture. But we weather the storm.

Contact Center 156

Contact Center Comparison Culture Omni-Channel 156

BlueOcean

OCTOBER 23, 2019

In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Cost Factors in Major Urban Centers . The More Affordable Alternative.

Customer Service 136

Customer Service Contact Center Transportation Customer Care 136

Hallmark Business Connections

MAY 27, 2021

If employees are given a chance to repeatedly act in an empathetic manner, your chances of achieving a differentiated customer experience increase dramatically. As they participate, they begin to listen to customers with a more heightened awareness. Phone This field is for validation purposes and should be left unchanged.

Video 92

Video Connections Customer Care Employee Engagement 92

BlueOcean

AUGUST 7, 2018

If, on the other hand, you’re the VP of Customer Care or Customer Experience, you can use this guide to ensure alignment between your vision and the tightly-organized process your procurement team will run. If you’re the one in procurement, responsible for sourcing a partner, this is the guide for you.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

ijgolding

FEBRUARY 13, 2018

One will focus purely on acquiring customers, including running digital marketing campaigns. Five will focus on customer service, with responsibility for leading a customer care team and overseeing complaints and continuous improvement.

Resources 145

Resources Customer Journeys Customer Experience Customer Centricity 145

BlueOcean

OCTOBER 17, 2019

Meeting potential contact center partners in person allows you validate the intangible elements of the business relationships first (like culture fit, physical work environment, and employee engagement,) helping you shortlist the organizations you choose to invite into the RFP process. Shortlisting Potential Contact Center Partners.

Contact Center 149

Contact Center How To Effort Score Comparison 149

Maz Iqbal

DECEMBER 22, 2014

I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer. I am clear that folks in business care about customers. Which distinction? Does this difference matter?

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

COPC

MAY 23, 2023

This article uses insights from the following research to reveal the quantifiable impact of contact center team leaders on employee satisfaction, retention and performance. US Employee Engagement Research Report COPC Inc. US Employee Engagement Research Report , only 15% of centers have weekly discussions with their agents.

Contact Center 88

Contact Center Engagement Employee Engagement Leadership 88

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 144

Customer Experience Net Promoter Score Self Service Effort Score 144

Customer Bliss

JULY 24, 2018

He adds that the more compassionate the workplace, “the higher the performance in profitability, productivity, customer satisfaction and employee engagement.”. Profitability, productivity, customer and employee engagement all on the rise? How to care more… Internally: Show respect to your employees.

Employee Engagement 161

Employee Engagement Tips Customer Satisfaction Conference 161

Think Customers

MAY 12, 2015

Improving customer service isn't simply about throwing money at the problem or adding agents.

Customer Care 40

Customer Care Culture Customers Training 40

Michelli Experience

APRIL 18, 2017

Appreciate the impact of customer care. Once you let passengers assume a seat, “oversold” is not a condition that allows you to violate your contract to transport them. As Delta did, beef up the compensation to induce passengers to disrupt their travel voluntarily when circumstances necessitate.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

ShepHyken

OCTOBER 1, 2019

It allows for exceptional customer care. Find ways to provide your customers with fast and frictionless service. Give your customers the ability to connect with you the way they want to, not the way you want them to. The Calabrio Customer Connect (C3) conference takes place on October 13-16, 2019 in San Antonio.

Self Service 21

Self Service Contact Center Conference Trends 21

Michel Falcon Experience

JANUARY 3, 2020

Often, companies only provide customer service training for their frontline employees like customer care professionals and sales team members. I believe all leaders, across all departments, should spend time every month with their customer care and frontline employees.

Customer Service 99

Customer Service Strategy Culture Call Center 99

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

TechSee

APRIL 10, 2019

BT has taken this opportunity seriously, instituting a company-wide customer-centric culture. The company invested in coaching frontline talent and built a volunteer program called ‘Tiger Teams’ where employees engage in projects focused on improving customer experience in telecoms.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Experience Investigators by 360Connext

JUNE 15, 2015

He also stated to focus on customers, not competitors. A good relationship with customers will solve many things. Will customers care about this improvement? It’s all about the customer! Impressive #leader who understands what #customer first leadership means. Don’t expand for the sake expansion.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

JANUARY 26, 2015

It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it!

Industry 110

Industry Customer Experience Social Media Leadership 110

ShepHyken

SEPTEMBER 10, 2021

This week we feature an article by Tanya Ahmed, a Digital Marketer of Vantage Circle , a cloud-based employee engagement platform. She writes about what customers expect from companies in 2021 and what they actually get. Tanya Ahmed is a Digital Marketer of Vantage Circle, a cloud-based employee engagement platform.

Customer Experience 104

Customer Experience Self Service Advertising Customer Expectations 104