Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Why It Works.

Customer Care 98

Customer Care Transportation Government Construction 98

ClearAction

SEPTEMBER 27, 2018

Secrets to Customer-Centric Business Growth Lynn Hunsaker. A potter’s wheel makes a great metaphor for customer-centered business. Sharing the vision, walking the talk, and nurturing the ecosystem are foundational musts for customer-centered business.

Customer centricity 74

Customer centricity Construction Accountability Feedback 74

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. To get the best from your people and yourself, nurture a space where everyone can be constructively challenged and can demonstrate and explore what drives them. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Government Construction 59

SharpenCX

JULY 21, 2020

Customer satisfaction doesn’t equate to customer loyalty. Delighting customers only goes so far. And, Gartner’s survey found that constructing your CX strategy around delighting your customers can cost 10% to 20% more in operational costs. Give your customers more control. Then, prioritize.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Tethr

JULY 21, 2020

Using Tethr’s Agent Impact Score (AIS), businesses can start connecting agent quality to effort reduction, while holding agents accountable for customer experience. Customer care teams have been using QA scorecards to measure agent performance for decades. Modernizing QA. Overhaul call center QA for good.

Coaching 71

Coaching Construction Upselling Scripts 71

ijgolding

FEBRUARY 13, 2018

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. One will focus purely on acquiring customers, including running digital marketing campaigns. The way you construct and name job a title is a reflection of the way you do business.

Customer Experience 58

Customer Experience Customer centricity Journey mapping Airlines 58