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. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. 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-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

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Government 52

Government Customer Care Transportation Benchmark 52

ShepHyken

SEPTEMBER 10, 2021

A good customer experience (CX) begins with a 24-hours seamless website user experience, followed by top-notch customer care, and concludes with the receiving of the product/service purchased from you. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 253

Customer Experience Advertising Employee engagement Sales 253

Skybridge

NOVEMBER 12, 2020

Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture, processes and technology.

Customer Care 52

Customer Care Government Self service Education 52

Nicereply

MARCH 23, 2021

Staying on top of new customer service trends can be exhausting. Having a well-rounded collection of sources can help your team identify new opportunities for improvement and up your customer service game. We’ve got quite a few friends in the customer service world who inspire us. Keeping them is hard.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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

CSM Magazine

APRIL 1, 2020

For retailers and service providers, in particular, it can be difficult to distinguish your brand from others in the market. According to the latest statistics, customer service is becoming increasingly important to consumers and business buyers. Facilitate Multi-channel Customer Care. Put Things Right.

Customer Service 52

Customer Service CRM Customer Care Customer centricity 52

ProProfs Blog

DECEMBER 22, 2019

But, with the overwhelming consumer demands and customer expectations, you cannot afford to negate the importance of satisfactory customer services. . Increasing customer retention rates by 5% boost profits by 25% to 95%. Let’s start with clarity about the meaning of Proactive Customer Service. .

Customer Service 152

Customer Service Customer retention Feedback Airlines 152

Nicereply

MAY 30, 2022

Customers now have higher expectations than ever before regarding customer service. In a fast-paced society where customers expect you to solve their problems in seconds and social media allows around-the-clock communication, sub-par customer service is no longer acceptable.

Customer Service 59

Customer Service Journey mapping Feedback Metrics 59

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. They communicate well.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

24-7 InTouch

FEBRUARY 2, 2023

.” Many business leaders agree that customer experience (CX) is vital for success, yet only 51% of CX professionals say that customer feedback is a leading factor in their business’s overall strategy. A customer-centric business strategy is essential to keep up with the evolving needs of customers.

Customer Experience 52

Customer Experience outsourcing Customer Care Customer centricity 52

CSM Magazine

MARCH 10, 2021

Whether you are a personal injury lawyer or deal with business law, you need to adopt a customer-centric approach to achieve client satisfaction and loyalty. Despite the rapid onset of technology in customer service today, it is important not to forget the basics of customer engagement that all clients deeply appreciate.

Personalization 52

Personalization Customer Service Customer Care outsourcing 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Think about it. Or recommend them to your friends and family?

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

Skybridge

APRIL 12, 2022

In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well worth the read, outlining 5 critical findings. Just two years ago, a mere 6% of customer service agents worked from home.

Contact Center 52

Contact Center Customer Care Engineering Surveys 52

Skybridge

AUGUST 24, 2022

We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. Not if you’re reaching for extraordinary heights in customer experience. Your customers remember them.

Average Handle Time 52

Average Handle Time Customer Care Scripts contact center solutions 52

Dialer 360

MAY 14, 2019

Customer-centric isn’t about offering the best customer service. Even though, the strategy is based on putting with the customer first. Besides, call center cohesive and understand the role of offering thrive service. Besides, call center cohesive and understand the role of offering thrive service.

Customer centricity 24

Customer centricity Call Center First call resolution Scripts 24

Skybridge

MAY 25, 2021

Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Leverage inbound calls as a critical customer retention channel.

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

PeopleMetrics

AUGUST 22, 2022

Customer satisfaction surveys have traditionally focused on collecting aggregate data. However, many customers today often feel less than satisfied with this “open-loop system.” In this article, we’ll answer common questions businesses have about closed-loop feedback and how it can facilitate a better customer experience.

Feedback 71

Feedback Surveys Metrics Journey mapping 71

ShepHyken

OCTOBER 14, 2019

Each week I read a number of customer service and customer experience articles from various resources. 6 Customer Service Tenets Used By Amazon To Create Effortless Experiences by Dan Gingiss. Its nothing you wouldn’t expect from a company recognized for being truly customer-focused.

Customer Service 48

Customer Service Best practices Finance Customer centricity 48

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. Last year’s survey revealed that Amazon claimed the top spot and Bank of America…well, didn’t. According to the global leaders, that’s because: They deliver excellence customer service. They communicate well.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

delighted

JANUARY 7, 2021

In this post, we will cover: What is a customer journey map? How can customer journey maps improve customer experiences? Where do I start with my customer journey map? Why are surveys crucial for developing my customer journey map? What is a customer journey map? Creating a customer-centric company.

Journey mapping 98

Journey mapping Surveys Advertising Feedback 98

TechSee

MAY 29, 2018

Visual engagement and support are maturing as a technology, and are swiftly becoming key differentiators in many customer service organizations. Google Consumer Survey underscores these statistics, with 20% of consumers (1 in 5) reporting that they’ve watched an unboxing video. Higher agent engagement.

Contact Center 95

Contact Center Call Center Best practices Customer centricity 95

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

Skybridge

SEPTEMBER 2, 2020

When you do, consider the powerful example Newman uses to describe the fundamental necessity of having a nimble, reliable, brand-centric customer care partner: one “company saw customer service inquiries increase from 60 per minute to 200 per second…” . We all want to provide optimal customer experiences.

Metrics 52

Metrics Surveys Customer Care Customer centricity 52

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

SharpenCX

JULY 21, 2020

Instead, I consistently choose to use the service Chewy for my dog’s food and toys. Chewy has incredible customer service. They send handwritten Christmas cards to loyal customers. And, they’re known to send flowers and bereavement notes to customers who have recently lost a pet. But I don’t.

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

ProProfs Blog

MAY 30, 2019

Customer success is not just an alternative buzzword for customer service. Rather it indicates that your business is fulfilling the key objective of delivering excellent customer support. Your brand should be able to engage your customers and help them throughout their journey of buying a product or service.

Employee engagement 110

Employee engagement Journey mapping Customer Support Feedback 110

NobelBiz

MARCH 21, 2023

The First Contact Resolution Rate (FCR) is a crucial KPI for measuring the effectiveness and quality of your customer service. This indicator is regarded as one of the most influential metrics for measuring customer service effectiveness. When a problem arises, the customer expects a quick and efficient resolution.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

Vonage

MARCH 26, 2018

Personalized customer service is about treating people as individuals. In an age where customers can buy into your products and services from almost anywhere in the world, this has become increasingly complex. Your company’s marketing department should be able to supply demographic data and customer information.

Personalization 58

Personalization Interactive Voice Response Customer Experience CRM 58

Spearline

JUNE 17, 2021

Consider requiring all employees to complete formal customer service training. Pay attention to what your customers and employees are saying to you. Don't send out a customer satisfaction survey because it is common to do and carry things on as they are. Ignore your existing customer base.

Customer Support 59

Customer Support Telecommunications Feedback Customer centricity 59

NobelBiz

JUNE 29, 2021

The “touchpoints” with the firm or brand, which define the customer journey, determine how customers connect with a brand or company through various channels. Techniques are emerging to better satisfy customer expectations before, during, and after the purchase/use, whether it’s before, during, or after the purchase/use.

Customer Experience 52

Customer Experience Contact Center CRM Customer centricity 52

CSM Magazine

JUNE 7, 2021

That’s why businesses are realizing that providing excellent customer service is not enough. What is Customer Experience? Difference between Customer Experience and Customer Service. Customer Experience Strategy. Establish a clear vision for customer experience.

Customer Experience 52

Customer Experience Advertising Feedback Banking 52

bold360 Blog

SEPTEMBER 15, 2020

In a chat session, customers can get fast answers to their typed questions, help with their purchases, recommendations on products and services, and other assistance from customer service agents. It shows you’re a customer-centric company and makes it easier for customers to do business with you.

Chatbots 90

Chatbots Virtual Agent Customer centricity Customer Support 90

Etech

DECEMBER 10, 2017

In my last blog post, we defined what a Social Enabled Call Center is, a call center using social media platforms to effectively interact with their customers. We also looked at a couple of ways to enhance the customer experience within the Social Media call center. The best way to solicit feedback is through short customer surveys.

Call Center 67

Call Center Chief Customer Officer Customer centricity Surveys 67

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

Customer Service 295

Customer Service Customer Care Customer centricity Finance 295

Taylor Reach Group

OCTOBER 3, 2017

What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. But what about good customer service? Is there a difference between ‘satisfied’ customer versus ‘very satisfied’ customer? Wallet Share.

Advertising 50

Advertising Surveys Customer centricity Consulting 50