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 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.

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 Health of the Contact Center: Are You Ready for 2019?

Brands like Sephora are racking up accolades both in-store and online with corresponding benefits. center, showing that brands are willing to do—and spend—what it takes to create loyal customers. Many brands aren’t. is mounting, and brands risk agent burnout and customer churn.

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.

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?

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.

How Connected, Contextual Customer Journeys Make a Difference

Upstream Works

From the perspective of your brand ambassadors – your agents – the only way to provide that continuity is by having context for every step of that customer journey. What John does know is that whenever he interacts with your brand, he is treated to a fast, personal, informed experience.

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.

Five Ways Ecommerce Stores Can Keep Existing Customers Engaged

The Center for Client Retention

As you engage your customers within and beyond your ecommerce site, you also get to develop customer loyalty for your brand. It’s also important that you inject your brand’s personality into it. Get brand ambassadors on board.

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.

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.,

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.

Introducing BB: The Bold360 Chatbot

bold360 Blog

As companies create more customer facing AI-powered experiences, this continuum will only become more important to properly navigate as it is an extension of the company brand and may become the first line of most customer interactions. However, if you are a consumer brand you may want to give the design more attention to drive clicks and create familiarity. Create bot brand guidelines. Look for ways to expand your chatbot’s brand.

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.

Best Tips to Improve Customer Service This Holiday Season

ProProfs Blog

Brand promise- Be sure to live up to your Brand promise of two-day package delivery; otherwise it’s a classic case of overpromising and under delivering. Frontline Phone & Floor Associates are your Brand Ambassadors, be sure to hire and train on soft skills.

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.

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.

8 Qualities of Effective Contact Center Agents

inContact

What if the only human interaction your customers have with your brand is through an agent working at your contact center? Wouldn’t you make sure that agent was great “brand ambassador” material? Many companies, especially those with no brick and mortar presence, are in this very position. Contact center agents have a significant impact on customer experience and thus the bottom line. Additionally, agents influence the morale of their team.

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.

Marketing & Social Content Writer

Stratifyd

is a B2B tech company located in Charlotte, NC and is fundamentally changing the way brands analyze the voice of the consumer. By enabling real time visibility into what customers are saying, we reduce the time to value and allow brands to make business decisions quickly.

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.

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.

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.

New Year, New Agents: How AI is Breathing New Life into Customer Service

bold360 Blog

With the rise of what analysts call the “empathy economy ,” it’s increasingly important that brands address customers’ pain points effectively, and make them feel that their needs and concerns matter. Instead of being expected to work through customer queues as fast as possible, agents will be expected to be actually spend time with customers, as allies, problem solvers, and brand ambassadors. So here we are, 2019.

Your Customer Service Team Can Win or Lose you Business

Kayako

And while not every customer may be an online journalist, every delighted customer will feel better about your brand, product, or service. Your customer service team is the often the only human-to-human contact your customers will have with your brand.

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.

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.

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.

11 Customer Service Metrics to Start Measuring

GetFeedback

Businesses understand that great customer service isn’t optional–it can make or break a brand’s reputation. How can you quantify how customers feel about your brand? Marketing can identify potential brand ambassadors by looking at your list of promoters.

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.

Hear Tony Medrano’s Benchmark CallTalk Podcast Recording

RapportBoost

In working with multiple brands and types of contact centers, our data science team has discovered that the outcomes of a very large percentage of chat conversations can be changed. Let me briefly discuss the four drivers surfaced by McKinsey: Changing customer preferences: The internet has made it easier for customers to defect and quickly choose another brand. Generally, brands can service customers with live chat for only about 40% of the cost of servicing them by phone.