Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. Blog faces-customer-experience faces of customer experience'

Customer Experience 104

Customer Experience Employee engagement Banking Customer retention 104

Connecting the Dots

MARCH 15, 2017

Forty years after the first White House Study on customer satisfaction and billions of dollars later, people are as unhappy as ever, finds the 2015 Customer Rage Study. The post Whitepaper: Are You Wasting Money on Customer Service? appeared first on Customer Care Measurement & Consulting (CCMC).

Customer Service 48

Customer Service Consulting Consulting Customer Care 48

Provide Support

AUGUST 18, 2015

There are so many tips online on how to boost customer satisfaction that sometimes one can get lost in the flood of information. Recent CX Act research 2015 “ Omni-Channel Customer Care Study ” revealed that there are 3 most important drivers of customer satisfaction. Let’s look at each one of them. Human contact.

Customer Service 87

Customer Service Customer Care Self service Personalization 87

Provide Support

NOVEMBER 24, 2015

With all this power comes great responsibility, so here’s my reasons for using social media for customer support (I encourage brands to take notice):(.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015. Read more. Permalink | One comment.

Customer Service 54

Customer Service Customer Support Technology Customer Care 54

Clarabridge

AUGUST 28, 2015

As a type of self-service customer care , direct your community to it with helpful links. In any customer service environment, flexibility is key. Introduce mobile devices and mobile apps, to work on/with either at home or at the office, to provide customer care on the go. Customer care team, at your service!”).

Customer Service 75

Customer Service Customer Care outsourcing Self service 75

Avaya

MAY 4, 2016

Using the latest services and solutions paves the way to guaranteed customer retention and loyalty. One of the leading organizations in the area of customer care, winning multiple awards for its contact centre operations including a Hamdan bin Mohammed Smart Government Award, is the Roads & Transport Authority (RTA).

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

OctopusTech

JULY 18, 2018

However, this lead to an increase in the competition as even the established brands now had to struggle to find new customer service solutions in order to stay successful. Customer Care. The delivery of an excellent customer care service plays a critical role in determining the success of any organisation.

Call Center 48

Call Center Telecommunications Government Technical Support 48

aircall

NOVEMBER 21, 2022

As a result of Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.” ? Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome. If you’re a part of a sales and support team, it’s likely that you’ve experienced the pain and time wasted when it comes to managing prospect or customer calls. .

CRM 62

CRM Wait times Consulting Consulting 62

Revation Systems

FEBRUARY 5, 2019

According to a 2015 report by Aspect Software, for example, 73 percent of consumers preferred solving product or service issues on their own. Chatbot technology using artificial intelligence (AI) to automate the initial — or in some cases, entire — interaction can greatly enhance an organization’s customer engagement.

Customer Experience 48

Customer Experience Chatbots Self service Banking 48

Netomi

JANUARY 5, 2022

Adam understands the impact that customer experience can have on the bottom line. He’s the author of Be Your Customer’s Hero, the founder of the popular Customers That Stick® blog, and the co-host of the Crack the Customer Code podcast. Temkin Group was acquired by Qualtrics in October 2018.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Clarabridge

SEPTEMBER 2, 2015

Without a proper tool, you can leave your customer care agents juggling between multiple social media profiles and tools, trying to keep pace with the high volume of incoming social media mentions. This post originally appeared on the Engagor blog on March 30, 2015; head to Engagor to continue reading.

Enterprise 73

Enterprise Customer Care Accountability Management 73

Natalie Petouhof

DECEMBER 1, 2015

Tweet SOASTA, a performance analytics firm, announced the results of its 2015 Holiday Retail Readiness Survey, which revealed: 66% of Americans expect they will lose their temper this holiday season over annoyances such: 38% as traffic/parking. A large firm predicted that by the end of 2016 company will be competing on customer experience.

Surveys 40

Surveys Analytics Customer Care Customer Experience 40

Natalie Petouhof

DECEMBER 6, 2016

The agent browser user interface is now a single version, meaning it is compatible with versions of Oracle Service Cloud all the way back to May 2015 and upgrades will now happen with zero downtime. The UI theme has been updated for consistency across all Oracle Cloud portfolio applications.

Contact Center 79

Contact Center Analytics Best practices Metrics 79

aircall

NOVEMBER 3, 2021

Editorial Note: This post was originally shared on March 23, 2015, and has since been updated. There’s no doubting the value of good customer service. 54% of people consider good customer service to be a major factor in their decision to do business with a company. Request a demo with us today to find out how Aircall can help.

CRM 62

CRM SaaS Sales Feedback 62

C3Centricity

MARCH 15, 2018

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge and understanding, and then into actionable insights. Fast, Personal Service Is Directly Linked to Customer Loyalty. The Opportunity.

Big data 82

Big data Analytics Personalization Entertainment 82

C3Centricity

MAY 25, 2020

Yes you have data and information, but if you’re a regular reader of my blog, you will know that you have to turn these into knowledge to understand your customers. Fast, Personal Service Is Directly Linked to Customer Loyalty. The Opportunity. And then develop insights and actions.

Technology 77

Technology Big data Analytics Personalization 77

Connecting the Dots

APRIL 21, 2017

Scott Broetzmann is the Co-Founder, President and CEO of Customer Care Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P

Customer Care 48

Customer Care Scripts Front-line service Contact Center 48

COPC

MAY 16, 2018

So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service?

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Natalie Petouhof

FEBRUARY 28, 2016

The latest version of Verint Performance Management became generally available in November 2015. Covering Customer-facing Applications In the Cloud That Drive Better Business Results and Awesome Customer Experiences. For more information about Verint Workforce Optimization solutions, click here.

Gamification 45

Gamification Management Analytics Metrics 45

Provide Support

NOVEMBER 3, 2015

That is why it is important to offer not only a top-notch customer service, but also to provide access to various ecommerce website communication channels which your customers can use to get in touch with your customer care team. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Customer Support 78

Customer Support Customer Care Customer Service Personalization 78

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Natalie Petouhof

MAY 9, 2016

As we listened to Mark V. Hurd’s (Co-CEO or Oracle) keynote, he talked about the issues in IT spending. He estimated, worldwide IT spending is down over the last five years and down 5.1% He also talked about revenue growth being stalled because companies are focusing on cost cutting to make their numbers for Wall Street.

Banking 40

Banking Sales Marketing B2B 40

Provide Support

NOVEMBER 3, 2015

That is why it is important to offer not only a top-notch customer service, but also to provide access to various ecommerce website communication channels which your customers can use to get in touch with your customer care team. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Customer Support 53

Customer Support Customer Care Customer Service Personalization 53

CSM Magazine

JANUARY 11, 2016

Media 2015 survey found that 67% of respondents did not think social media was integrated well enough. Businesses understand they need to fix this, so I’ve put together five super-helpful tips to help you plan and take the customer care you provide to the next level. Table setting.

Customer Service 40

Customer Service Contact Center Accountability APIs 40

RichCall

SEPTEMBER 13, 2017

Here are the experts: @Jon Arnold , an independent research analyst with a great blog. In fact this number increased from 67% in 2012 to 84% in 2015. Kate Leggett expands on the idea : In 2017: Customer service will continue to invest in structured knowledge management and leverage communities to extend the reach of curated content.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Provide Support

SEPTEMBER 27, 2016

Assuming that your products or services are absolutely great, do you know what can drive your customers away and prevent you from building long-lasting relationships with them?(.). © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. Read more. Permalink | No comment.

Sales 89

Sales Customer Care Customer Service Customer Experience 89

Provide Support

AUGUST 30, 2016

© 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2016. The same survey found that the average time it takes brands to respond to a social media message is 10 hours, though most people consider under 4 hours reasonable.(.). Read more. Permalink | No comment.

Surveys 46

Surveys Customer Support Marketing Customer Service 46