Grooming Your Customers As Brand Ambassadors

Win the Customer

Want to turn customers into brand ambassadors? There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Creating Customer Brand Ambassadors.

Turn your CSRs into brand ambassadors

Plantronics

The best CX organizations have knowledgeable, engaged advisors who are proud of their brand and who want to deliver a good experience for their customers.

The Best Companies Hire These 3 Positions

Steve DiGioia

We must all be Service Ambassadors. Customer Service brand ambassador lobby ambassador service ambassador The Best Companies Hire These 3 Positions…plus my 8 steps to great service. This original article was written by Steve DiGioia.

The value of happier call center agents

TRUSTID

Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. Finally, happy agents make better brand ambassadors that deliver better customer service.

Gorgias Builds Strong eCommerce Relationships With Aircall

aircall

Gorgias is a helpdesk platform designed for today’s customer-focused eCommerce brands. By exceeding expectations in terms of relationship building and technical support, they believe more eCommerce companies can transform customers into powerful brand ambassadors.

How To Move Your Customers from Indifference to Recommendation

Beyond Philosophy

Moving from Indifference and Ambivalence to Brand Ambassador. So how do you move the indifferent and ambivalent to engaged and excited advocates for your brand? Customers that recommend you to other people are the gold-standard of successful Customer Experience.

Yoga Pants Can Realign Customer Experience

Beyond Philosophy

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. They are upgrading the stock and forecasting a positive turning point the brand by the 4th quarter. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. It’s nice to see a brand remember what makes Customer Loyalty and Retention work. How are you listening to the VOC with your brand?

The Secret to Rewarding Customer Loyalty

Beyond Philosophy

Over time, this sort of inequality can send a message that a brand doesn’t care about the customers who are most loyal – the ones who buy more items and bring their friends along. We have found that customer loyalty is often driven by an emotional bond, and that the most loyal customers are also the most likely to buy a company’s additional products and services and serve as “brand ambassadors” who promote the brand to their friends.

Eyes On The Customer Experience Prize: Will 2016 (Finally) Be The Year Of The Emotionally-Driven Employee Ambassador?

Beyond Philosophy

Powerful new research has produced results which allow companies to identify current levels of employee commitment and provides actionable direction on how to help them become more committed and active brand ambassadors. At the poles, these employee-focused commitment categories include: – Ambassadors , the employees who are most committed to a brand. – Saboteurs , the employees who are the least committed to a brand. We think so.

The Best Advice for Contact Centers in 2018: The Experts Weigh In

Fonolo

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. It’s a noisy little planet we live on.

Creating Brand Distinction, Optimizing CX with Channel Management

HGS

Creating Brand Distinction, Optimizing CX with Channel Management. Today, “brand” is defined many ways—it could be a corporation, product, service, or person. And what’s absolutely essential to good brand management? Brand Uniqueness and Prevalence.

Coffee, Tea or Laptop?

ShepHyken

The United Airlines customer service debacle hurt all airlines, not just the United brand. Last week was a bad week for the airlines. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry.

How Can Wells Fargo Recover From Massive Stakeholder Insensitivity?

Beyond Philosophy

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. They have brand ambassadors. Michael Lowenstein, Ph.D.,

5 ways to prepare customer care agents for this holiday season

Liveops

Although customer care is typically regarded as a cost center, savvy brands know that 80% of their shoppers will return after a positive customer experience. If your brand hasn’t become fully omnipresent or is still just figuring out what omnichannel is, not to worry.

Kindness, Customer Retention, and the Contact Center Agent

Call Center Weekly

Rather, they are opportunities to create loyalty, brand ambassadors, and build long lasting relationships. By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave.

Guest Blog: Exceptional Customer Support Is Fresh, Not Canned

ShepHyken

After just one bad customer support experience, trust in a brand is gone forever. Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support.

50 Quick Tips for Improving the Customer Experience

Fonolo

Your customer is your brand. Whether your client-facing business is a long-standing institution or the brand new kid on the block, you ought to keep this one fact in mind. Crown the customer as your brand ambassador.

How to align your brand promise with your front-line customer service agents

Liveops

Customers view the phone sales and service support they get from a product or brand as an essential part of the overall buying package. That low quality, at least, matches the brand. What’s regularly missing [from customer service interactions] is the spark between the customer and frontline staff members—the spark that helps transform wary or skeptical people into strong and committed brand followers,” the McKinsey study reported. Call takers are brand ambassadors.

5 Top Customer Service Articles For the Week of February 6, 2017

ShepHyken

Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. Each week I read a number of customer service articles from various online resources.

Guest Blog: Improve Company Culture By Listening to Your Employees

ShepHyken

Educate your employees on exactly what your company stands for and how it differentiates from similar brands, products, or institutions. Don’t make the corporate brand and the personal brand compete.

Customer Retention or Customer Acquisition? It’s Not Even Close.

CSR Inc.

Let’s face it – a customer knows your brand and is already familiar with your products and services, so – while not effortless – keeping them as a customer has to be easier right? You are the expert & brand ambassador.

5 Top Customer Service Articles For the Week of May 30, 2016

ShepHyken

Instead of a customer simply being someone who buys a product from you, they can become much more than that; i.e. a brand ambassador who talks about your brand positively within their social and professional networks.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

inContact

Frontline brand ambassadors will increasingly face complex challenges engaging customers with the right data at the right time to provide the right experience.

CX Trends You Need to Watch in 2018 [White paper]

Fonolo

In fact, brands should be focusing less on their logos and products as the crux of their identities; the customer should be the number one brand ambassador instead. Remember: How agile and adaptable you are will determine whether your brand wins or loses.

4 Reasons You Need to Be Using the Phone for Customer Support

aircall

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly.

7 Tips for Training Call Center Agents Effectively

VocalCom

Call center agents are at the core of every brand’s customer experience. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. Call scripts may therefore be used to teach agents soft skills and help them understand the voice and image of the brand. Lastly, agents cannot be expected to succeed without knowing their brand’s objectives.

What One Change Would Most Improve Customer Support in 2018?

aircall

Account executives can act as brand ambassadors as well as points-of-contact for newly acquired clients. Our 2018 customer support strategy survey was sent to 475 industry leaders. Some questions were straightforward. What is your annual budget? Do you employ remote agents? How large is your customer support team? All surveys were anonymous, so we can be confident that these answers were honest. Nowhere was this more apparent than the final question — an open response form.

How Poor Customer Service Is Hurting Your Entire Business

aircall

Your service = your brand. Part of the reason for the correlation between poor customer service and insufficient customer retention is this: customers and prospects will amalgamate your service and your brand. It’s the embodiment of your brand, culture, and mission statement.

Personalized Customer Service: How to Deliver and Drive Loyalty

aircall

Today, customer service is carried out over multiple channels and platforms, and is more important to customers’ perception of your brand than ever. In today’s market, customer service is a huge differentiator.

How to Make the Most out of a Customer Satisfaction Survey

aircall

Learning how customers perceive and interact with your product, brand, and company is invaluable to future growth. A customer satisfaction survey can allow you to be more in tune with your customer’s expectations, needs, and interaction with your brand.

Top 5 Customer Service Trends to Look out for in 2017

aircall

Cross platform branding and customer experience must be the same on all channels; having complaints and queries escalade from one channel to another will only frustrate customers. The challenge of teaching machines to dispense effective customer support isn’t brand new.