Connecting the Dots

NOVEMBER 6, 2017

It’s something no brand wants to be associated with, but new data from the Customer Rage Survey shows that more companies have customers experiencing rage than they may think. The post Top Takeaways From The 2017 Customer Rage Study appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Surveys 48

DMG Consulting

DECEMBER 11, 2019

DMG Consulting Releases 2019 – 2020 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. 12/11/2019.

Consulting 48

Consulting Consulting Contact Center Marketing 48

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 48

Consulting Consulting Contact Center Marketing 48

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Director: Customer Success Operations, @netmow, LinkedIn. Erin Fogerty, Affinio, Senior Customer Success Manager, @efogess, LinkedIn.

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

Connecting the Dots

JULY 13, 2020

By leveraging good science, Scott, along with the CCMC team, has assisted leaders in all industries in strategic investments in customer care that lead to favorable return on investment. Scott’s business partners, Marc Grainer and John Goodman , were involved in the first of its kind 1976 study on customer care.

Customer Care 62

Customer Care Consulting Consulting Call Center 62

Fonolo

JANUARY 31, 2018

There is still a large untapped market for cloud solutions though, with 56% of contact center respondents in our 2017 survey stating that they did not use any form of cloud-based functionality at all.”. China Merchant Bank’s bot [served on WeChat] handles more natural customer conversations… 1.5 Who wrote it: Interactions.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). It found that the number of households experiencing at least one problem over the past 12 months increased by 10 percentage points since the 2017 study. There is some hope.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Connecting the Dots

JULY 13, 2020

The 2020 National Customer Rage Study was featured recently in the Wall Street Journal. The WSJ highlighted one of the good news findings in this year’s Customer Rage Study: 32% of customers were satisfied, up from 21% in 2017. ” Read more here.

Customer Care 62

Customer Care Consulting Consulting Surveys 62

Connecting the Dots

JANUARY 2, 2018

The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it.

Consulting 48

Consulting Consulting Customer Care Customer Service 48

Connecting the Dots

JANUARY 2, 2018

The 2017 Customer Rage study conducted by Customer Care Measurement & Consulting for Arizona State University confirms what every holiday shopper knows: customer service remains horrible even as businesses continue to invest in customer service programs, and customers are mad about it.

Consulting 48

Consulting Consulting Customer Care Customer Service 48

Grupo Noa

DECEMBER 15, 2020

According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.

call center solutions 52

call center solutions Call Center Contact Center Consulting 52

Connecting the Dots

FEBRUARY 14, 2018

As a result, marketers are focusing even more on retaining current customers, and they have placed a high priority on their VOC initiatives. The post TRANSFORMING LISTENING INTO ACTION: Fortifying VOC Programs appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Marketing 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

ShepHyken

JANUARY 27, 2017

Luckily, with the right mixture of technology and human touch, customer service doesn’t have to be hard. Here are 4 technology solutions to help you manage your customer service more effectively: CRM Software. While investing in CRM seems like a no-brainer, the customer service modules are becoming more advanced.

Technology 237

Technology Customer Service Management CRM 237

Grupo Noa

JUNE 1, 2018

According to Walker statistics, 81% of the customers view customer care service as the necessary determinant of a firm’s long-term success. The biggest advantage of outsourcing shared customer service center is its less formality and easier availability.

call center solutions 40

call center solutions Call Center Contact Center Consulting 40

Connecting the Dots

SEPTEMBER 10, 2020

This success, coupled with recognition, fit perfectly with the results of Dr. Paul Zak’s research as reported in the 2017 Harvard Business Review article entitled, The NeuroScience of Trust. [1]. 1] Paul Zak, “The Neuro-Science of Trust”, Harvard Business Review, , Cambridge, MA, January, 2017.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Fonolo

NOVEMBER 17, 2020

“Agents are responding with genuine empathy and care because they are as worried and concerned as their customers about this pandemic and its impact.”. Bill Quiseng CX Expert, Speaker & Consultant. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Jon Arnold

DECEMBER 29, 2017

I stand corrected on my earlier blog post, saying that our podcast about Net Neutrality was the last one for 2017. Forgot about that one, and this one is our lookout for what 2018 holds for the always expanding/ever-confusing world of communications/collaboration/customer care.

Consulting 40

Consulting Consulting Customer Care Contact Center 40

Connecting the Dots

SEPTEMBER 10, 2020

This success, coupled with recognition, fit perfectly with the results of Dr. Paul Zak’s research as reported in the 2017 Harvard Business Review article entitled, The NeuroScience of Trust. [1]. 1] Paul Zak, “The Neuro-Science of Trust”, Harvard Business Review, , Cambridge, MA, January, 2017.

Surveys 62

Surveys Consulting Consulting Customer Care 62

HGS

MAY 22, 2018

More stringent compliance— When it comes to protecting member/patient/customer, and partner data, as well as storing it as securely, healthcare carries a much heavier risk and burden than most other industries. Wed, 05/23/2018 - 12:14.

Healthcare 100

Healthcare B2C Government Analytics 100

Toister Performance Solutions

SEPTEMBER 28, 2017

Vee Rose used the conference hashtag to tweet a request for customer service leadership book and podcast recommendations. — Vee Rose (@jainyrose) September 27, 2017 It's been awhile since I compiled a list of my favorites, so I decided to write this post in response.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. Qualtrics, 2022) 32 is the Net Promoter Score of the Net Promoter System.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Taylor Reach Group

OCTOBER 3, 2017

We all have heard that Customer Satisfaction is important and of high value to the business. What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. By: Turaj Seyrafiaan. But what does that mean? That’s up $20 billion since 2013!

Advertising 50

Advertising Surveys Customer centricity Consulting 50

Connecting the Dots

JUNE 26, 2020

Summary: Applying the Multiplier to customer complaint data allows you to scale up your business case by 400-2,000 percent, thereby demonstrating that enhanced customer experience provides a rapid, high return on investment.

Finance 62

Finance Surveys Marketing Sales 62

Connecting the Dots

JUNE 26, 2020

More customers have problems and greater rage than in 2017-. More customers are buying from smaller companies. The post Quantifying the Complaint Iceberg and Problem Multipliers appeared first on Customer Care Measurement & Consulting (CCMC). More problems are coming from internet purchases.

Finance 62

Finance Surveys Marketing Sales 62

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1

Technology 122

Technology Customer Service Gamification Contact Center 122

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). connected customer journeys with 9 channels in most contact centers. Blair Pleasant , analyst and consultant about Unified Communications.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Call Center Pros

AUGUST 27, 2018

He also writes that, if businesses don’t pursue 1:1 customer care and engagement, they’ll lose business to their competitors. This book will teach you about how to use the power of technology to more effectively grow relationships with customers around the world.

Customer Service 40

Customer Service Call Center Sales Engineering 40

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Comm100

AUGUST 23, 2018

In 2018, industry leaders have turned to mobile as a means of establishing an effective omnichannel outreach in customer service and in marketing. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices).

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Callminer

FEBRUARY 23, 2021

For instance, when they go from email support to calling the customer service team. “A A major recent customer service trend is the demand for omnichannel service. Customers want a variety of channels to contact your agents. In 2017, Microsoft uncovered most people contact a company using three separate channels.”

Call Center 376

Call Center Technology Banking Contact Center 376

COPC

NOVEMBER 13, 2019

Shouqi Group, with its 68 years of experience in car services and the well-known “State Guest Service Team,” has been offering services to major foreign affairs and political conferences including the NPC (National People’s Congress) and CPPCC (Chinese Political Consultative Conference) in China. Working closely with COPC Inc.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8

Robert Davis

MARCH 2, 2017

Our success has provided a solid foundation, giving our company the reputation for being one of the best full-service training, coaching and facilitation consultancies in the marketplace. Additionally, RCDA consultants are experts in modeling and mentoring the correct behaviors at all levels within the organization.

Call flow 48

Call flow Coaching Telecommunications Customer retention 48

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. Business Insider’s Former President and COO, Julie joined the Babbel team in 2017. Kellie Capote – Chief Customer Officer, Gainsight. Connect with Jennifer. Connect with Julie.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Technology Self service Call Center 116