ShepHyken
JANUARY 25, 2017
The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. In 2012, they rolled out a promotional video on YouTube that was hilarious and went viral.
ShepHyken
MARCH 31, 2018
Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Even millions! Social Proof.
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Natalie Petouhof
SEPTEMBER 1, 2016
Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.
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. In this classic example, there can be disconnects, causing higher costs and other operational inefficiencies.
Fonolo
DECEMBER 2, 2015
In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). complicated automated response menus, no empowerment to customer care agents, understaffing, etc.). Updated June 2020.
C3Centricity
NOVEMBER 16, 2014
If customer service personnel are valued and respected, then they will respect and do the best they can for the customer. In an excellent article by Iwona Tokc-Wilde in Raconteur , she gives several new examples of organisations where everyone from the CEO down is involved in satisfying the customer.
Russel Lolacher
JUNE 29, 2021
As someone who has worked in public sector customer care for more than a decade, I’ve found that World Social Media Day is a great opportunity to educate your organization about what a social media group does and why it does it for the benefit of the brand and its customers. This is your elevator pitch. Your purpose.
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