ShepHyken

APRIL 28, 2017

This week on our Friends on Friday guest blog post my colleague, Murph Krajewski, writes about the importance of a single customer view when it comes to serving your customers. This will help lead you to forming important relationship with your customer. – Shep Hyken. Customer service needs customer data.

Customer Service 231

Customer Service Contact Center Technology Big data 231

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Technology 237

Technology Customer Service Management CRM 237

ShepHyken

OCTOBER 26, 2018

Keynote speaker and sales, service, and leadership consultant Tim Richardson works with corporate clients, associations, and the hospitality and private club industry to help them unlock the blocks to effective sales, service, and leadership.

Consulting 126

Consulting Consulting Sales Marketing 126

Beyond Philosophy

FEBRUARY 10, 2022

For example, organizations are motivated to care about Customer Experience because it’s what their customers care about, and customer reactions to experiences drive the results at the bottom line. We explore the many reasons why customers do what they do—and what you should do about it.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

Nicereply

MARCH 23, 2021

For those of you not on Twitter, we’ve also included links to the best customer service podcasts, books, email newsletters, and blogs, so you can follow your favorites without logging on! Manage the contact with the customer ever step of the way. Customer Service Experts, Writers, Consultants, and Influencers.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. You Will Now.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

AUGUST 10, 2016

Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care. How to Measure Customer Emotions. In the past, that meant having the best price.

Wireless 265

Wireless Self service Surveys Consulting 265

Toister Performance Solutions

SEPTEMBER 28, 2017

Winning at Social Customer Care Dan Gingiss wrote this excellent playbook on how to run a social customer care operation. Crack the Customer Code Adam Toporek and Jeannie Walters host a wide variety of customer service and customer experience experts on their podcast.

Customer Service 49

Customer Service Contact Center Customer centricity Customer Care 49

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. Get the Report Subscribe to this blog and get a copy of the report, “What type of service do customers receive most often?”.

Customer Service 141

Customer Service Surveys Consulting Consulting 141

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

Beyond Philosophy

MARCH 8, 2017

I am a detractor and that is what has motivated me to write this blog. Rather than this be a rant let’s look at the key issues with Telecom’s Customer Experience? Telecoms lack Customer Centricity. The customer must chase the organization. It isn’t clear, but it feels as if no customer call information ever gets recorded.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Beyond Philosophy

APRIL 13, 2016

The subconscious signal of offering a loyal customer $23.29 for their trouble says, “We don’t care.” This same effect was realized in a Twitter exchange with their Customer Care. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues.

Consulting 282

Consulting Consulting Marketing Customer Experience 282

TMP Direct

MAY 19, 2015

Online brand reputation monitoring with customer care. You may also be interested in “5 Things the Most Customer Service Savvy Companies Know About Social Media” here. A few facts: There are almost 1 million blog posts every 24 hours, according to www.thefuturebuzz.com. TMP Direct can now listen for you — then act.

Customer Care 40

Customer Care Advertising Best practices Analytics 40

Sikorski's Think Abouts

MARCH 30, 2015

Key operations point for your Customer Care Center: Customer experience as your primary goal. Warmest regards, Laura Sikorski – Independent Call Center Consultant. Service as a product. Employees as your greatest asset. Quality as everyone’s responsibility. Thank you for reading and sharing! lsikorski@laurasikorski.com.

Contact Center 53

Contact Center Call Center Consulting Consulting 53

Aspect

MARCH 30, 2020

I could not be more proud of the Aspect Customer Care team. We are very proud of our worker’s flexibility and their ability to provide a high level of customer service. Like many of you reading this blog, we are like ducks in a pond – seemingly calm as we glide across the water, while feverishly paddling below.

Government 153

Government Contact Center Education Consulting 153

CCNG

MARCH 8, 2023

As soon as an agent starts “just going through the motions” rather than engaging with customers, interaction quality plummets—and so do customer satisfaction scores. In this blog post, we're discussing how to recognize warning signs and prevent contact center agent apathy before it affects performance metrics (and profits!).

Morale 195

Morale Contact Center CCNG Agent burnout 195

CCNG

OCTOBER 6, 2020

It seems like you guys are everywhere – on calls, meetings, in person from time to time, in trainings, writing on blogs…everywhere!” As a consultant Kerry Meyer is a CCNG Academy member helping members by sharing experience and knowledge in contact center and customer care.

CCNG 195

CCNG outsourcing Surveys Coaching 195

Aspect

JUNE 17, 2019

This will in turn help you to understand whether you create a personalised service through the likes of chatbots, self-service technologies or indeed through predictive customer care. Learn about how we created this interactive chatbot for Lidl to deliver personalised wine expertise to its customers.

Customer Experience 122

Customer Experience Chatbots Self service Consulting 122

Vcaretec

JUNE 6, 2022

Creating A Consistent Experience: Ordering Experience When it comes to customer care , “consistency” can mean a lot of things. When the customer places their order, the experience needs to be consistent with what they get in the restaurant. But that doesn’t help this customer, and the complaint that they have right now.

Customer Service 52

Customer Service Customer Care Scripts outsourcing 52

Blueship Call Center

SEPTEMBER 26, 2023

The focused expertise of call center outsourcing consultants fills the knowledge gap and guarantees that client contacts are handled with care and professionalism. Improving Customer Service Successful call center outsourcing starts with providing first-rate customer service.

outsourcing 70

outsourcing Call Center Calibration Contact Center 70

ShepHyken

SEPTEMBER 3, 2018

My Comment: Here are five “Keep Your Customer Coming Back” phrases that can be modified for just about any industry. Rupesh Patel has hotels and consults with other hotels (large and small), sharing great ideas to improve the bottom line. The Hottest Customer Service Around by Dina Dwyer Owens. Save the Customer.

Customer Service 198

Customer Service Chatbots Consulting Consulting 198

Cisco - Contact Center

JUNE 29, 2020

Get expert consulting, strategy, analysis, design, testing, and implementation services for optimal performance and reliability. Meet your immediate need to expand support to satisfy customer and business requirements, while setting your business up for a strong future with enriched next-generation capabilities.

Contact Center 98

Contact Center Call flow Enterprise Customer centricity 98

CSM Magazine

MAY 15, 2023

Being a highly competitive sector, healthcare providers need to keep up with the ever-evolving preferences of the customers and ensure superior customer experience across touchpoints. This blog discusses six ways to improve customer experience in healthcare. Customer self-service opportunities should be enhanced.

Healthcare 52

Healthcare Customer Experience Chatbots Consulting 52

Beyond Philosophy

APRIL 13, 2016

The subconscious signal of offering a loyal customer $23.29 for their trouble says, “We don’t care.” This same effect was realized in a Twitter exchange with their Customer Care. If you enjoyed this post, you might be interested in the following blogs: Training Employees on Nonverbal Clues.

Consulting 150

Consulting Consulting Marketing Customer Experience 150

Taylor Reach Group

JANUARY 21, 2019

has been an industry leader in call and contact center consulting for more than 15 years, the main area of focus has been on establishing great customer care in the business sector, especially in retail and service industries. announced the addition of Rosetta Lue to the industry-leading and globally-recognized consulting firm.

Journey mapping 70

Journey mapping Government Contact Center Consulting 70

Beyond Philosophy

SEPTEMBER 11, 2014

The global leaders ranked banks and the other companies listed here because: • They have poor quality customer service. • They have suffered from bad press recently. • They have poor customer care experiences. • They are poor at communication and problem solving. Blogs Employee Experience' You Will Now.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

Beyond Philosophy

MARCH 15, 2016

It’s “Care.” ” It’s impossible to have customers care for you if they don’t feel you care for them. Your care for them is mandatory; their care for you is optional. “If If we don’t take care of our customers, someone else will.” ~ Unknown. Care in the air.

Customer Experience 271

Customer Experience Journey mapping Customer Care Customer emotions 271

Stafford Communications

MAY 12, 2020

This approach is the workhorse of customer care organizations – it can be used across different channels and hones in on a specific service experience rather than an entire ‘brand experience.’. Net Promoter Score (NPS) NPS originated at Bain consulting and is a zero-to-10-point scale, asking if you would recommend a product or service.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

Nicereply

MARCH 28, 2019

You must also keep your messages free from grammatical errors – consumers will not trust a consultant who does not write well. It’s essential for customers to know that they are speaking to a real person, and that their problems are understood and can be resolved. How did you like this blog? Be Human, Not a Robot.

Customer Service 89

Customer Service Consulting Consulting Scripts 89

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. Happy New Year!

Consulting 40

Consulting Consulting Customer Care Contact Center 40

aircall

NOVEMBER 7, 2022

To understand how to further optimize your operations workflows (and limit the amount of time you spend on low-value tasks), we’ll take a look at a commissioned Forrester Consulting Total Economic Impact™ study to see how a composite organization saved 20% in operational admin time by switching to Aircall’s cloud-based phone system.

voip 48

voip Consulting Consulting Sales 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

HGS

MAY 22, 2018

BPOs with a consultative approach will provide healthcare organizations the abilities to manage the expectations of all of the influencers relevant to the business, from voice to back-office operations. Wed, 05/23/2018 - 12:14. Healthcare. By: Vishal Patil (not verified) | On: Wed, 06/27/2018 - 13:07 | Permalink. LEAVE A COMMENT.

Healthcare 100

Healthcare B2C Government Analytics 100

Customers That Stick

JANUARY 15, 2015

Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. Meet Debbie Szumylo! – She specializes in helping organizations balance employee engagement, customer experience & business results.

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Customer Interactions

MARCH 30, 2016

“Social Customer Care, Isn’t it Time?” Was the theme of a recent NICE guest blog post by Donna Fluss, President at DMG Consulting LLC. If the content featured in this week’s CMO Perspectives blog is anything to go by. Apparently so!

Marketing 42

Marketing B2B Consulting Consulting 42