CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No consultants. Consistently.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Skybridge

NOVEMBER 12, 2020

“Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.”. That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. You can read her entire article here.

Customer Care 52

Customer Care Government Self service Education 52

CCNG

APRIL 2, 2021

Having an engaged team of employees is critical to delivering an world-class customer experience. I was inspired by a 1990’s Harvard Business Review article, entitled “Staple Yourself to an Order”. Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care.

CCNG 195

CCNG Customer Experience Journey mapping Consulting 195

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Listen to the audio or read the article. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Evaluating Your Customer Care RFP Responses.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

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]. Results allow a company to make their operating employees more successful.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Connecting the Dots

JUNE 19, 2017

Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. For more downloads, visit our Articles, Whitepaper and Studies page. PDF, 1.2Mb).

Sales 48

Sales Marketing Customer Care Consulting 48

Connecting the Dots

JUNE 19, 2017

Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. For more downloads, visit our Articles, Whitepaper and Studies page. PDF, 1.2Mb).

Sales 48

Sales Marketing Customer Care Consulting 48

Connecting the Dots

JUNE 19, 2017

Head of Quality at the Dr. Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. For more downloads, visit our Articles, Whitepaper and Studies page. PDF, 1.2Mb).

Sales 48

Sales Marketing Customer Care Consulting 48

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Tools, techniques, and case studies catalyze your customer experience management success. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Employee Engagement.

Customer Experience 48

Customer Experience Customer centricity Employee engagement Enterprise 48

Connecting the Dots

MAY 4, 2017

“When they analyze the number of customers at risk due to each outcome, executives are often shocked to see that the greatest number of customers at risk are among those who never requested assistance.”. Part 1 and Part 2 of the series of articles can be download below.

Employee engagement 48

Employee engagement Consulting Consulting Customer Care 48

Nicereply

MARCH 23, 2021

Customer Service Experts, Writers, Consultants, and Influencers. Mathew Patterson – Customer Service Evangelist at HelpScout. Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

Connecting the Dots

APRIL 9, 2017

In Examining The Myths and Costs of Agent Disengagement, a three-part series, John Goodman, author of Customer Experience 3.0 Download the articles published by Contact Center Pipeline: EXAMINING THE MYTHS AND COSTS OF AGENT DISENGAGEMENT, PART 1 (PDF, 210Kb ). For more downloads, visit our Articles, Whitepaper and Studies page.

Consulting 48

Consulting Consulting Contact Center Customer Care 48

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]. Results allow a company to make their operating employees more successful.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Connecting the Dots

DECEMBER 1, 2021

CCMC ~ In their November 2021 Harvard Business Review article, “Net Promoter 3.0”, Reichheld, Darnell and Burns acknowledge several Net Promoter Score (NPS) weaknesses and misuses, many of which I have noted in books and articles in the last decade. [1]

Consulting 62

Consulting Consulting Customer Care 62

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. What company or organization comes to mind?

Consulting 279

Consulting Consulting Sales Marketing 279

Beyond Philosophy

MARCH 8, 2017

It isn’t clear, but it feels as if no customer call information ever gets recorded. In Florida, we are having problems with our service, so I called customer care. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day. Telecoms lack follow through.

Customer Experience 313

Customer Experience Customer centricity Engineering Consulting 313

Beyond Philosophy

SEPTEMBER 11, 2014

They have stated publicly they want to be the “ Earth’s most customer centric company. ” How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8 They have high-quality touch points. billion in revenue last year. Blogs Employee Experience'

Banking 347

Banking Employee engagement Customer centricity Consulting 347

COPC

OCTOBER 26, 2023

AI is advancing rapidly and will have a revolutionary impact on customer experience. The potential of AI to enhance customer engagement, streamline operations, and foster efficiency is undeniable. This article explores the inner workings of AI assistants, showcasing their ability to provide direct answers to customer inquiries.

Technology 77

Technology Customer Experience APIs Consulting 77

DMG Consulting

JUNE 12, 2023

Customer Service Woes? There seems to be an increasing number of customer service complaints across industries. While my survey was obviously not scientific, Customer Care Management and Consulting reached the same conclusion. consumers admit feeling rage during a recent customer service interaction.

Customer Service 48

Customer Service Contact Center Self service Government 48

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

JUNE 30, 2021

In an article published by Customer Think, author John Goodman explains the key differentiators between companies that move the needle following investments in customer surveys and those companies that do not. READ the full article here. .

Best practices 62

Best practices Surveys Engineering Consulting 62

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. This article is from a TMP Direct newsletter. A few facts: There are almost 1 million blog posts every 24 hours, according to www.thefuturebuzz.com.

Customer Care 40

Customer Care Advertising Best practices Analytics 40

Skybridge

AUGUST 20, 2020

The customer care agent wasn’t clear enough, wasn’t fast enough, wasn’t apologetic enough…. Of course, when an agent mishandles any customer interaction, we do need to train, coach, and empower that agent to do better next time. READ the entire article here > -Bobby Matthews. First impulse? You can read it all below.

Coaching 52

Coaching Consulting Consulting Customer Care 52

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn. Introduction: AI in CX. _.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

Connecting the Dots

AUGUST 16, 2017

In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online.

Consulting 48

Consulting Consulting Customer Care Customer Service 48

Connecting the Dots

AUGUST 16, 2017

In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online.

Consulting 48

Consulting Consulting Customer Care Customer Service 48

Connecting the Dots

AUGUST 16, 2017

In an interview with TIME, Scott Broetzmann, President and Chief Executive Officer of Customer Care Measurement & Consulting, explains the appeal of airing grievances in social media: Even if you don’t get the response you want from the company, there are still upsides to airing complaints publicly online.

Consulting 48

Consulting Consulting Customer Care Customer Service 48

Fonolo

JANUARY 14, 2020

Not only has technology changed the way we interact with customers, but it’s also massively changed the way we communicate with our peers within the industry. There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Connecting the Dots

SEPTEMBER 9, 2019

Click to download a PDF of the article ‘ Treating employees as customers ‘ (124Kb). This article and many more are available to view and download on our ‘ In the News ’ page. The post Treating employees as customers appeared first on Customer Care Measurement & Consulting (CCMC).

Consulting 48

Consulting Consulting Customer Care Marketing 48

Connecting the Dots

SEPTEMBER 13, 2017

In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Read more ….

Customer Care 48

Customer Care Consulting Consulting 48

Connecting the Dots

SEPTEMBER 13, 2017

In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Read more ….

Customer Care 48

Customer Care Consulting Consulting 48

Connecting the Dots

SEPTEMBER 13, 2017

In this article Quirk’s article, Researchers, bad news is inevitable. Set expectations, John Goodman and David Beinhacker of Customer Care explain why it is critical that researchers give their clients bad news and how to set expectations in advance for the strong likelihood that bad news is coming. Read more ….

Customer Care 48

Customer Care Consulting Consulting 48

Skybridge

SEPTEMBER 1, 2020

That’s why I particularly enjoyed this recent article by consultant Jay Dettling for Forbes. In it, he celebrates four remarkable advances that many brands, marketers, and customer care leaders have managed to make, not just in spite of the pandemic but as a result of it. We would love to talk! Skybridge Americas.

Customer Care 52

Customer Care outsourcing Marketing Consulting 52

ShepHyken

OCTOBER 26, 2018

This week we feature an article by Tim Richardson who writes about a hospitality experience gone bad and then reminds us what must be done to provide a great guest experience. – Shep Hyken. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. What company or organization comes to mind?

Consulting 124

Consulting Consulting Sales Marketing 124

ShepHyken

NOVEMBER 10, 2017

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Transportation 185

Transportation Analytics Banking Metrics 185

ShepHyken

JANUARY 27, 2017

She has diverse experience in management and strategic consulting with technology-based businesses and has managed global teams and implemented projects in 16 countries. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Technology 232

Technology Customer Service Management CRM 232

CSM Magazine

JANUARY 24, 2022

Read on this article to understand the difference between PRK and LASIK eye surgery and their merits. Always consult with different eye centers and compare the prices. Customer Care. It is important to understand the role of customer service in eye care. Difference between PRK and LASIK.

Consulting 52

Consulting Consulting Customer Care Personalization 52