Social Customer Care Cannot Be Ignored


So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that.

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Relationships Customer Service Multi-channel Support Social Media

A Pop Culture Guide to Customer Care Training

The Center for Client Retention

Looking for a guide to build your customer care training session off of? Not everyone learns the same way, and today we are sharing with you some examples that excellent customer service training can adopt for those who may be more visual or auditory learners.

Social Customer Care: Listen, Learn, and Dialogue

Brad Cleveland

I recall an executive who works with an automobile manufacturer standing behind a computer with several others on her team as … Call Center Contact Center Customer Experience Customer Service Social Media Brad Cleveland customer experienceLet me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

2018: New Ways Cloud Will Enhance Customer Care


Cloud contact center deployments that began in customer care may have been extended to other business areas. Two topics come to mind: participating fully in corporate digital transformation initiatives and investigating uses of artificial intelligence in customer care.

Social Media Presence vs. Social Media Customer Care

Brad Cleveland

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media. … Call Center Contact Center Customer Service Multi-channel Support Research/Statistics Social Media customer access strategy

Dreamforce Spotlight: Social Customer Care

Chad Schaeffer

One of those themes is Social Customer Care. Francis called Social Customer Service – The Basic Building Blocks. I’ll be presenting along with Matt Staub ( [link] ) an expert in the field of social care. Why is social customer care important?

Amazing Business Radio: Doug Sandler


Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!

Do Customers Care About Which Contact Center Platform You Use?


Do customers care about which contact center platform a company uses? If not, then how can a vendor promise theirs is the one that will improve the customer experience? [.]. The post Do Customers Care About Which Contact Center Platform You Use? Customer ExperienceRead More. appeared first on Sharpen Contact Center Software.

Customer Satisfaction Surveys: Stop Guessing What Customers Care About

CSR Inc.

What Matters to Your Customers? Do your customers care if call center agents address them by name? If you don’t know, you should definitely find out – especially if you are training and measuring agents on a specific behavior such as using the customer’s name a few times.

Amazing Business Radio: Matt Wilbanks


Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Social care isn’t a fad. What is social care and why is it important?

10 Simple Tips to Improve Customer Care In Just 1 Day

Win the Customer

Customer care is one of the most important aspects of growing a successful business. Here are 10 tips and tools you should utilise to improve customer care. Call Center Culture Customer Service

Upgrade Your Customer Support Rep to a Customer Support Professional


The other day I was talking with a gentleman who was as passionate about customer service and experience as I am. He had worked with support centers and we were discussing how important the team in a customer support center is to an organization.

Takeaways from Cisco's Customer Care Analyst Event

Jon Arnold

Last week, I was in Montreal for this event, and wearing my UC Expert hat , I wrote up my thoughts for UCStrategies. The post is running now on the portal , and I hope you find it a good read. As always, sharing and comments are welcome. Contact Center Collaboration Cloud Communications

My Next Webinar - Digital Assistants for Collaboration and Customer Care

Jon Arnold

This is another way of saying chatbots, and what I'm really talking about is the emergence of conversational interfaces as a way to leverage AI to make both collaboration and customer care more effective. I've been doing webinars with Ziff Davis on a steady basis lately, and the next one is about digital assistants.

Charging More for a Better Customer Service Experience


It’s almost a given that every company has some form of a customer service department. Even the smallest companies – with just one solo entrepreneur – will act as if they have a customer service department. Why do people reach out to the customer service department?

Maybe the Best Customer Service Line Ever


I recently had the good fortune to meet Frankie Saucier , the former director of social media customer service (also known as social care) for a major cable company. When the cable goes out, upset customers call, email, tweet, post on Facebook, etc.

5 Top Customer Service Articles For the Week of November 14, 2016


Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. My Comment: Here is some interesting info on customer support.

Moving from Customer Service to Customer Care in the Age of Customer Experience

Win the Customer

When you show customer care, you’re proactive, you listen and understand customers, then deliver on needs before they even ask for it. Communication Customer Experience Customer Service

6 Ways to Offer Better Customer Care in Your Legal Practice

Abby Connect Virtual Receptionists

If you are not providing great initial customer care that attorneys or lawyers are expected to, your client may move down the list of names and end up retaining one of your competitors. Customer Service Small Business & EntrepreneursMost attorneys would agree that the first time your client calls you up or speaks to you personally, they are likely going to be very anxious or let's just say, over-whelmed.

Five Ways to Disrupt Your Competition with Customer Service


Doing something that is so noticeable that it pulls customers to you. Start comparing yourself to the best customer service companies you do business with. Today’s customers know what great customer service looks like. Call your customer. Go to your customer.

5 Top Customer Service Articles for the Week of September 11, 2017


Each week I read a number of customer service and experience articles from various online resources. A Pop Culture Guide to Customer Care Training by Matt Searfoss. TCFCR) Looking for a guide to build your customer care training session off of?

Customer Service Tip: The Power of Observation


Rico was our waiter and was taking great care of us. Sometimes it’s what a customer doesn’t do or doesn’t say that gives you the opportunity to create an amazing customer service experience. The post Customer Service Tip: The Power of Observation appeared first on Shep Hyken.

Rhonda Basler: From Adequate to Outstanding: 5 Ways to Inspire Customer Advocacy Through Customer Care

Bill Quiseng

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. Put Yourself in the Customers’ Shoes.

Social Customer Service: Lingering Issues to Overcome

Contact Center Pipeline

Last week’s post offered a brief look back at a couple of social customer care pioneers—two companies that led the industry in 2009 by demonstrating how customer service could be delivered through social channels.

Guest Blog: Key KPIs You Must Monitor for an Optimal Customer Experience


Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Type: Customer Centric.

All Customers Are Created Equal – Just Some Are More Equal than Others


Someone recently referenced the book and this famous line, and it made me think about how customers are treated. Are all customers equal? Loyalty programs promote perks, rewards, elite status and more, which might suggest that not all customers are equal.

“That’s Not My Department” and 10 Other Phrases Customers Hate


You finally get to a customer service rep. You tell your story and the customer service rep responds, “I’m sorry, that’s not my department.” That said, there are still plenty of other phrases and words we, as customers, hate to hear. Customers hate to be told they’re wrong. “I

Amazing Business Radio: Brad Birnbaum


How to Eliminate Friction and Improve the Customer Support Experience. How can you provide a better experience for the customer and an even better one for the agents? Every support agent should have all the information about the customer in front of them.

Social Customer Service: Advice from the Experts on How to Move Forward

Contact Center Pipeline

But it’s safe to say that social media will continue to expand and evolve—and that customers will increasingly turn to social channels to get the attention of the companies […]. Social Customer Care call center contact center social customer care

Customer Care for the Digital Generation - Guest Post for Upstream Works

Jon Arnold

As I normally do with direct clients, my analysis isn't about their offerings; rather, my focus is on industry trends that impact their served market, which in this is case is cloud-based customer care. I've been exploring thought leadership themes with Toronto-based Upstream Works Software recently, and my first guest post has been published now on their blog portal.

Strike the Balance Between the Digital Experience and the Human Experience


A little box pops up and there’s a picture of a customer service rep with a typed message asking if you need help. If a customer needs support, a chatbot may not have all the answers. Zappos is the online retailer that makes it easy to connect with a customer service rep.

What Doesn’t Get Done Gets Noticed


Jeff Bezos, the CEO of Amazon, once said, “The best customer service is if the customer doesn’t need to call you, doesn’t need to talk to you. In other words, the best customer service is invisible. The customer doesn’t have to ask for it. And, you don’t really care.

Guest Blog: Things to Consider Before Buying a Live Chat Software


This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. – Shep Hyken. Every business aims to delight their customers.

B2B 303

5 Top Customer Service Articles For the Week of May 28, 2018


Each week I read a number of customer service and customer experience articles from various resources. The Customer Journey Begins – and Sometimes Ends – With Your Employees by Katherine Evans . Is Your Social Media Customer Service Helping or Hurting Your Customer Experience?

5 Top Customer Service Articles For the Week of April 9, 2018


Each week I read a number of customer service and customer experience articles from various resources. 3 Ways Amazon Has Raised the Bar on Customer Experience by Joey Coleman. My Comment: Joey Coleman is one of the leading customer service and CX experts.

Sorry Shouldn’t Mean “Too Bad”


Even if it is “too bad,” the way you say it can include some empathy and caring that makes the customer know you feel their disappointment. When you know that your customers are regularly disappointed with a part of your process, figure out a way to eliminate that disappointment.

5 Top Customer Service Articles For the Week of March 26, 2018


Each week I read a number of customer service and customer experience articles from various resources. You’ll love this story about how a member of the airline’s social media customer care team took care of a passenger during her flight. .

Guest Blog: 3 Key Principles for Customer Satisfaction


This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. They make us feel cared about.

Amazing Business Radio: Joshua March


The Future is Here: Artificial Intelligence and Bots in Customer Service. How will AI and bots transform customer service in the near future? Shep Hyken discusses the next phase of customer service, automated messaging, with Joshua March, Co-founder and CEO of Conversocial. ? ? ?.