CSM Magazine

JUNE 27, 2022

We commissioned a survey of 1,000 household energy and water bill payers which asked them about the service they expect from suppliers. Based on the results, here are five key things they care about aside from the price they pay for their utilities. Complaint handling is a critical area that can be a trigger for customer defections.

Customer Care 52

Customer Care Self service Surveys Benchmark 52

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. Finally, we conduct a yearly Customer Satisfaction Survey as part of our service KPI, that measures response time, satisfaction and preferred platforms.

Government 52

Government Customer Care Transportation Benchmark 52

BlueOcean

APRIL 15, 2019

An efficient escalation process and a well-trained Tier 2 team who are expert communicators can make the difference between a lost customer and a loyal customer. In some cases, the regular array of tools and resources aren’t enough, and more strategic solutions are required to satisfy frustrated customers. Read this next!

Customer Care 75

Customer Care Coaching outsourcing Contact Center 75

Skybridge

AUGUST 4, 2020

When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s 2020 ACA “Achieving Customer Amazement” (ACA) Survey. Hyken’s ACA report doesn’t even mention the current pandemic, for example.) Skybridge Americas.

Customer Care 52

Customer Care Finance Surveys Sales 52

Skybridge

NOVEMBER 12, 2020

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. In 2020 The Petrova Experience conducted a leadership survey across industries.

Customer Care 52

Customer Care Government Self service Education 52

Connecting the Dots

JULY 27, 2020

The work of John Goodman and Marc Grainer , two of Customer Care Measurement & Consulting’s principals, led to a customer care revolution in the United States, and for both, an ongoing passion to monitor and continuously optimize the customer experience to create a win-win for buyers and sellers.

Customer Care 62

Customer Care Government Engineering Education 62

Fonolo

AUGUST 10, 2021

According to research from Khoros, 86% of clients say they’re more likely to turn into lifetime brand advocates if they receive exceptional customer care. The Secret Sauce for Increasing Customer Happiness. Develop a strong customer care strategy. Start by creating a customer care vision and set goals.

Contact Center 167

Contact Center Customer Service Agent burnout Customer Care 167

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

CCNG

NOVEMBER 9, 2022

For example, engagement among customer service agents is demanding due to the one-to-one nature of customer care, the continuous flow of customer interactions and the lack of physical mobility due to reliance on screen-based support systems. A 2021 Gallup survey found that a mere 23% of U.S.

Gamification 195

Gamification Customer Experience CCNG Employee engagement 195

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Voice of Customer.

Customer Experience 346

Customer Experience Transportation Feedback Metrics 346

SharpenCX

NOVEMBER 11, 2020

Here’s what to expect in the future of customer service and how you can prepare your contact center for a new standard of customer care in a post-Covid climate. The Golden Rule of Customer Experience: Your Customer Experience Will Never Exceed Your Agent Experience. First up in the future of customer service?

Customer Care 67

Customer Care Customer Service Self service Coaching 67

Pointillist

MARCH 20, 2020

Leveraging these solutions enables you to aggregate, analyze and act on customer journey data to improve customer experiences and achieve business outcomes. So, how are leading enterprises using customer journey analytics in the real world? Let’s dive into the first category of these customer journey analytics examples.

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

ShepHyken

JANUARY 28, 2024

Service without a Smile: Bad Customer Service Examples by David Rand (The Future of Commerce) Research reveals the poor state of customer service. According to the 2023 National Customer Rage Survey from Customer Care Measurement and Consulting (CCMC) and the W.P. Find out what we had to say!

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

CCNG

JUNE 14, 2023

Share your company's vision, values, and mission in a way that your customers can relate to, and make sure your brand story is consistently reflected across all touchpoints, from marketing materials to customer service. In my example above, the agent immediately identified my sense of urgency.

Customer Experience 195

Customer Experience Airlines CCNG Chief Customer Officer 195

Bill Quiseng

DECEMBER 6, 2021

Don’t bore your employees with rote customer service training. Instead, inspire them with a customer service education. Give your employees customer service tips and the reasons or explanations why it was important for customers. To customers, it’s all about them, not the employees. Appreciate.

Customer centricity 195

Customer centricity Education Customer Care Surveys 195

Connecting the Dots

SEPTEMBER 10, 2020

Wharton’s Dr Peter Cappelli suggests in the August 3, 2020 Wall Street Journal C-Suite Strategies that employee surveys should be retired for six reasons. While each of the reasons he cites might be true with certain surveys, I believe the better approach is to correct the concerns rather than to dispense with employee surveys.

Surveys 62

Surveys Consulting Consulting Customer Care 62

Toister Performance Solutions

DECEMBER 10, 2020

The second study is the 2020 National Customer Rage Study from Customer Care Measurement and Consulting (CCMC). Image source: Customer Care Measurement and Consulting. I conducted a survey of 1,084 U.S. 58 percent of customers never got a resolution. There is some hope.

Customer Service 142

Customer Service Surveys Consulting Consulting 142

CSM Magazine

SEPTEMBER 14, 2023

certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support.

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Vcaretec

JUNE 6, 2022

Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. From a customer care perspective, how do the best retailers really Wow their customers and create loyalty throughout the season? Timing is everything.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

Blueship Call Center

JULY 7, 2023

Whether you like it or not, customers are the heartbeat of your business, therefore providing excellent outsourced customer care services is crucial to its success. We can provide outsourced answering services to assist with your customer service requirements. It is crucial to maintain delighted and happy consumers.

outsourcing 69

outsourcing Customer Service Customer Care Self service 69

Blueship Call Center

OCTOBER 9, 2023

The demands of the consumer should inform everything your customer care staff performs. Your customer service strategy will be guided by your understanding of these demands. Ask them about their demands that are particular to your sector through a survey, an email, a phone call, or any other resource you have at your disposal.

outsourcing 75

outsourcing Call Center Customer Care Coaching 75

Fonolo

SEPTEMBER 14, 2021

No matter what product or service you offer, your approach needs to be nothing short of “customer-obsessed.”. Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business.

Call Center 142

Call Center Customer Service Abandon rate Average Handle Time 142

Interactions

MAY 26, 2022

By offering customers more self-service options via the virtual agent, the live agents you have can be utilized where they are most needed and can make the most impact. For example, during the pandemic many agents could not physically be at the contact center and then had to transition to a work from home model.

Virtual Agent 110

Virtual Agent Contact Center Wait times Self service 110

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

CCNG

OCTOBER 6, 2020

For example, it can be invaluable to remember each team members’ preferences for ways in which they prefer to communicate and share documents (email, phone, instant message, meetings, shared folders, and calendars, etc.). The survey results were clear: the team experienced greater focus, higher engagement, and more satisfaction overall.

CCNG 195

CCNG outsourcing Surveys Coaching 195

ShepHyken

JULY 31, 2020

Let’s take Acquire, for example. Acquire’s co-browsing feature helps you show the customer how to use your product instead of telling them. By controlling the tab on which the user is asking for help, you can bring in more interactivity and humanize customer relationships.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

24-7 InTouch

FEBRUARY 2, 2023

A customer-centric business strategy is essential to keep up with the evolving needs of customers. In a recent survey , 63% of CX professionals agreed that customer feedback largely contributes to their organization’s growth and revenue. A great example of this is the Net Promoter Score (NPS).

Customer Experience 52

Customer Experience outsourcing Customer Care Customer centricity 52

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. Surveys of consumers who speak English as an additional language (rather than their primary language) have revealed similar statistics. It’s our thing.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. According to a recent PWC survey, customers value : Speed. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Nicereply

SEPTEMBER 28, 2021

Start by asking yourself what are your company’s core needs when it comes to customer support. For example, if you’re offering your customers support through social media, phone, and email, you might want to only consider help desks that provide full omnichannel support as a feature. Customer Feedback Survey.

Customer Service 98

Customer Service call center software Surveys Analytics 98

JustCall

MARCH 9, 2023

Proactive customer service and reactive customer care are two widely-used approaches to customer service. Organizations use these to manage customer interactions and relationships. And while proactive customer care can improve customer satisfaction, it can be time-consuming and difficult to implement.

Customer Service 40

Customer Service Customer Care Education Feedback 40

Interactions

JUNE 11, 2021

We recently surveyed consumers to find out what their comfort level was across a variety of everyday AI applications in the following categories: business, home, healthcare, and on the road. Survey says…consumers love Alexa and personalization. Survey says…consumers love Alexa and personalization.

Healthcare 62

Healthcare Customer Care Surveys Chatbots 62

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 62

Contact Center Customer Experience Chatbots Customer Care 62

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. I’d love to hear your examples in the comments below. That is to say, Amazon has it—and Bank of America doesn’t. You Will Now.

Banking 347

Banking Employee engagement Customer centricity Consulting 347

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. But customer feedback and supervisor observations can. Your customers remember them. I think it has.

Average Handle Time 52

Average Handle Time Customer Care Scripts contact center solutions 52

Skybridge

MAY 24, 2022

Why brand intimacy might be a smarter way to gauge the health (and profitability) of your customer relationships. Sure, “loyalty” measurements can be useful indicators of a customer’s repeat business and potential long-term profitability. Find out how Skybridge Americas can help you delight your customers and grow your business.

Surveys 59

Surveys Customer Care Metrics Management 59

ShepHyken

FEBRUARY 18, 2022

There are various efficient approaches for SaaS organizations to gather client feedback in order to assess their entire customer experience. Consumers may offer rapid feedback by emailing or posting surveys on your website. For example. Internal organizational silos are known in B2B SaaS.

SaaS 175

SaaS Customer Experience B2B Feedback 175