article thumbnail

The Franchise Owners Guide to Providing Outstanding Customer Care

CSM Magazine

This guide dives into practical, effective strategies for franchise owners to elevate their customer care game. Why Exceptional Customer Care Matters in Franchising Franchises operate in a unique business ecosystem where brand consistency is everything.

article thumbnail

Samsung’s Speed, Simplicity, and Service with Mark Williams

ShepHyken

Top Takeaways Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand. Customer service shouldn’t just be about fixing problems. Customer care doesn’t always have to be reactive. It should also be about preventing them.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

AI-Human Synergy for Exceptional Customer Care

24-7 InTouch

As AI continues to evolve, the future of CX looks promising, with AI-human collaboration setting new standards for excellence in customer support. The post AI-Human Synergy for Exceptional Customer Care appeared first on IntouchCX. Learn more about how you can leverage AI to improve your CX at IntouchCX.

article thumbnail

How to Scale Customer Care Seamlessly as Your Business Grows

CSM Magazine

More customers are showing up. But there’s one part that gets tricky fast—customer care. As your customer list grows, so does the need for solid support. You can scale your customer care without breaking a sweat. The Takeaway Customer care is not just a nice bonus. Growth is exciting.

article thumbnail

To Text or To Talk? Understanding Customer Care Preferences for Voice and Digital Channels

As customer care channels continue to evolve and expand, there’s been a lot of debate about which channels customers actually prefer to interact with brands.

article thumbnail

How to Deliver a Personal Touch in Customer Care

TMP Direct

TMP’s EVP Bret Butterfield, with his 40 years of experience in CX, emphasizes that ‘the synergy between advanced technology and human empathy is the key to creating unforgettable customer experiences.’ The essence of exceptional customer care is rooted in the power of human connection.

article thumbnail

Top 5 Customer Service & CX Articles for Week of June 16, 2025

ShepHyken

I was pleasantly surprised when the article went into examples of brands chasing a new customer segment and unintentionally alienating existing customers. Customer contacts brand; brand helps Customer (ideally); Customer goes on about life. Is My Feedback *Really* Important to You?

article thumbnail

CSR Recruiting, Hiring and Retention

Speaker: Andrew Decker, Customer Care Manager, VSP

Watch this re-released conversation between Andrew Decker, Customer Care Manager for VSP, and David Hadobas, President and CEO of CCNG, as Andrew shares VSP's success story for improving the recruiting, hiring, and retention process of their front line CSRs.

article thumbnail

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Download this Interactions LLC eBook to learn more about chatbots and how to select automated customer care technology for your company. Chatbots are becoming increasingly popular, but it’s important to remember that they’re only as smart as the technology behind them.

article thumbnail

Artificial Intelligence and the Customer Experience

But in the world of customer care, getting AI right - deploying it in a way that helps customers get things done quicker and easier, removing frustrations and roadblocks - is easier said than done. This eBook will teach you how to use AI to improve the customer experience, while significantly cutting costs for your business.

article thumbnail

Best Practices for Keeping Remote Employees Engaged

Speaker: Dave Hoekstra, Calabrio

As your brand’s voice on the front line, it’s imperative to find new and unique ways to keep your remote agents motivated to maintain performance and deliver quality customer care. The topics discussed during this webinar replay include: Do I need to score more calls when my agents are working from home?

article thumbnail

4 Steps to Developing Your Customer Care Strategy

The quality of a customer care strategy can make or break a company. Simply resolving a customer service issue or complaint is no longer enough— in a competitive, customer-obsessed environment, there is always room for improvement. And do all of this while reducing the ever increasing cost and complexity of customer care.

article thumbnail

Transforming Customer Care with AI

Speaker: Laura Bassett, Senior Director Product Marketing, NICE inContact

Gartner predicts that by 2020, 85 percent of customer relationships will be managed without human interaction. We are well on our way and may even hit 90% by next year. With the increase in artificial intelligence tools we see in the marketplace, it’s important to understand how AI is transforming our contact centers.

article thumbnail

Drive Employee and Customer Satisfaction with SLAs

Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting

Let's empower our employees and give them the tools and strategies that will turn even the angriest customer into a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting, author of Customer Experience 3.0, and master customer rage for an insightful webinar on September 23rd.