Customer Care vs. Customer Satisfaction


We deal with a lot of buzzwords and phrases that saturate the customer service industry, some of which have become a little bit tired. One in particular that we really detest here at Fonolo is “Delight your customer”. Why Fuss Over Customer Care?

Are Your Customer Care Metrics Customer-Centric?


Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Customer wait time during chat.

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.

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.

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.

Peter Lavers features on Vcare’s Top 50 Customer Care Influencers List

Peter Lavers

We’re delighted to announce that WCL’s Cross Sector Relationship Marketing and Customer Experience Director, Peter Lavers, has again been recognised as a leading influencer in the field of Customer care and Customer Experience!

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?

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.

Customer Care Measurement & Consulting has partnered with Medallia

Connecting the Dots

Customer Care Measurement & Consulting has partnered with Medallia, a leading customer experience software firm, to fortify its mission of ensuring companies receive substantial return on their customer experience investments. CCMC’s deep strategy and consulting experience, combined with Medallia’s industry-leading technology software, will offer clients an outstanding opportunity to become the best in class in customer experience. CCMC ~.

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.

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

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.

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

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.

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

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

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

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.

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.

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… Then and Now

Contact Center Pipeline

Social customer service has come a long way since I first wrote about it in Pipeline eight years ago (“The Impact of Word of Mouth in the Web 2.0 Social Customer Care call center contact center social customer service user experience

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.

Convenience is King for Millennials in Customer Service


As the first generation of digital natives to enter the workforce, they changed how businesses interact with customers, forcing these companies to rethink how to deliver exceptional customer service. . What does that mean for your customer service teams?

How to turn telephone identity interrogations into better customer care


If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few notches below where it should be. How valuable of a security tool would this be in protecting your customers and confidential bank information? How much would that save on your annual operating costs, not to mention positively impacting the profitable bank/customer relationship?

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!

Want Your Customers to Love You? Start by Actively Listening!

Contact Center Pipeline

Contact Center Nation is where passionate fans of the customer experience come to learn, share, connect and collaborate. We bring dynamic groups of Contact Center, Customer Service and Customer Experience Professionals together in person and virtually.

Customer Engagement Excellence Regardless of Economic Times


A robust economy might be great for your 401K but if you’re a customer service manager, it could make it tougher for you to do your job. This Washington Post article explains that when the economy is good and jobs are easier to come by, customer service jobs experience high turnover.

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?

Leveraging Digital Channels, Part 2: Adapt to Your Customers’ Changing Preferences

Contact Center Pipeline

Matt Wilbanks understands what it’s like to try to retain customers who never reach out when there’s a problem. As CEO and co-founder of HelpSocial, a leading integration platform for customer care and social media, he believes that companies can not only prevent customer churn but also connect with new customer segments by adapting to […].

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.

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.

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.

Sometimes It’s Just the Right Thing to Do


We can train people on how to deliver good customer service. We teach people how to greet customers when they walk in the store, how to properly answer the phone when customers call the company and much more. That means our customers pump their own gas.

Never Take Your Eyes Off the Customer


There are many excellent customer service tips from a veteran in the hospitality business. The Lesson: Never take your eye off your customers. Stay focused on doing the right thing for your customers, and they will stay focused on you. One of my favorite restaurants in St.

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.

The hidden costs of digital silos


More and more, call centers are becoming customer contact centers, where customer service agents provide support over a variety of channels – phone, email, live chat, The post The hidden costs of digital silos appeared first on InTheChat.

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.

Don’t Blame Me. I Just Work Here.


We all have two jobs: Our server didn’t recognize his most important responsibility, which was to take care of his customer. Everyone must recognize that they have two jobs; to do the job that they are hired to do and to take care of the customer.