eglobalis
OCTOBER 21, 2024
Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Should they engage with every post or focus on resolving issues privately? Quick responses are important, but they should never come at the cost of genuine care.
eglobalis
DECEMBER 17, 2024
By analysing massive datasets, AI can predict individual customer needs, delivering experiences that feel tailor-made in real-time. A McKinsey study found that AI-driven personalization not only increases engagement but also leads to measurable results such as 20-30% higher upsell success rates and significant cost savings.
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InMoment XI
APRIL 3, 2025
The Rise of the Experience Economy Brands are recognizing that the quality of experiences significantly influences customer choices, so making experience-led engagement a crucial differentiator is a priority. How well do we understand customer values across different segments? Surveys alone no longer suffice.
Bill Quiseng
JANUARY 3, 2022
Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. And satisfied customers may leave when they find something better or less expensive.
BlueOcean
OCTOBER 23, 2023
With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Agent Engagement What is your annual agent attrition rate companywide (list both voluntary and involuntary turnover numbers)?
BlueOcean
MARCH 24, 2022
When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Modified Recruitment Strategy.
Vonage
SEPTEMBER 21, 2017
No social customer care program can be successful without the right people interacting with your customers and prospects. The hiring of the front-line social care staff should be thoughtful, strategic and intentional, as it will set up the rest of the program to be able to scale in the future.
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