Connecting the Dots

JUNE 30, 2021

CCMC recently completed an independent, scientific, large-scale longitudinal study measuring the market impact of employing fifteen unique strategies to delight customers. Read more about the study here. Work with Sales and Marketing to assure that the offering is truly a good value. Find a survey guide here.

Airlines 62

Airlines Scripts Surveys Consulting 62

Liveops

OCTOBER 11, 2018

For instance, customers who reach a foreign agent, according to a study by CFI Group , are 52 percent more likely to have to speak to more than one representative, 10 percent less likely to resolve an inquiry and 25 percent less likely to do so on the first call. In other words, to deliver a consistent customer experience, a U.S.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

Skybridge

NOVEMBER 12, 2020

This summer, Oracle and Skift published a comprehensive study about consumer travel expectations post-Covid. Senior Vice President, Sales and Marketing. Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging.

Customer Care 52

Customer Care Government Self service Education 52

TLC Associates

AUGUST 14, 2019

Your customer acquisition team starts with a major strike against them – and it’s not even their fault! Years of irrelevant sales calls from crummy salespeople soured consumers to outbound calls. Consumers recognize the bold-faced negligence of a generic sales pitch. The sale doesn’t have time to breathe.

Outbound sales 40

Outbound sales Sales Scripts Customer Care 40

ShepHyken

OCTOBER 24, 2016

Each week I read a number of customer service articles from various online resources. Increasing Sales With Personalized Marketing by Tyler Walton. More than just an increase in sales, personalizing the customer’s experience will help create more customer loyalty. Here are my top five picks from last week.

Government 298

Government Customer Service Customer Care Personalization 298

Connecting the Dots

NOVEMBER 6, 2017

Arizona State University’s newly released 2017 Customer Rage Survey found that these nightmare scenarios do not just irk consumers but also cost businesses hundreds of billions of dollars. The post ASU survey: Angry customers cost businesses $300B in future sales appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

Arizona State University’s newly released 2017 Customer Rage Survey found that these nightmare scenarios do not just irk consumers but also cost businesses hundreds of billions of dollars. The post ASU survey: Angry customers cost businesses $300B in future sales appeared first on Customer Care Measurement & Consulting (CCMC).

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

JUNE 19, 2017

Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. Data clearly shows that customer loyalty is hurt when customers feel they have been misled by marketing and sales personnel.

Sales 48

Sales Marketing Customer Care Consulting 48

Connecting the Dots

JUNE 19, 2017

Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. Data clearly shows that customer loyalty is hurt when customers feel they have been misled by marketing and sales personnel.

Sales 48

Sales Marketing Customer Care Consulting 48

Connecting the Dots

JUNE 19, 2017

Pepper Snapple Group, Ken Feldman, and John Goodman, Vice Chairman of Customer Care, teamed up to co-author Quality’s New Frontier, Applying continuous improvement tools to marketing and sales. Data clearly shows that customer loyalty is hurt when customers feel they have been misled by marketing and sales personnel.

Sales 48

Sales Marketing Customer Care Consulting 48

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. Nope, not on my watch.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

Vcaretec

JUNE 6, 2022

In today’s digital age, where your competitors are only a click away, customer loyalty is one of the most vital aspects to any retail strategy. Countless studies have shown that ensuring your customers have a great buying experience leads directly to larger purchases and repeat sales. Timing is everything.

Customer Care 97

Customer Care Technical Support Upselling Analytics 97

ShepHyken

MARCH 31, 2018

Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Dan Gingiss started the Social Customer Care Track and interest has grown exponentially. Social Media Changes Customer Service. Social Proof. Speed Counts.

Marketing 218

Marketing Customer Service Airlines Self service 218

Global Response

MARCH 27, 2024

Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience, every time. Case studies: success stories in call center optimization Implementing big data analytics in call centers is a transformative strategy. Ready to perfect your CX?

Big data 62

Big data Call Center Analytics Interactive Voice Response 62

Lumoa

MARCH 9, 2023

Customer empathy is at the heart of Lush’s approach to building trust with its customers. By understanding that their customers care deeply about the products they buy and how they are created, Lush has taken steps to address these concerns. This can prove to be a powerful asset in shaping the customer experience.

Customer Experience 169

Customer Experience Accountability Customer Service Customer Care 169

24-7 InTouch

JULY 13, 2023

The world of digital commerce is ever-changing when it comes to customers’ purchasing behavior and their expectations of brands. Worldwide e-commerce sales are projected to top $7 trillion in 2025, even as sales subside following a two-year boom. This will better satisfy your customers and boost your reputation.

outsourcing 52

outsourcing Customer Care Customer Support Metrics 52

Skybridge

FEBRUARY 6, 2023

Yet the consequences of these interactions can be felt for months and years afterward, in sales, satisfaction and promoter scores, retention, and of course, long-term profitability. I’ve been in this industry a long time and I’ve seen what happens when customer care falls into the “cost” bucket. Customers feel it.

Customer centricity 52

Customer centricity Customer Care Contact Center Sales 52

ShepHyken

JULY 31, 2020

Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. According to a recent study, it was found that as much as 86% of buyers were willing to pay more for better customer experience. Exploit AI-Powered Tools to Automate Common Queries.

Customer Experience 271

Customer Experience Customer Service Chatbots Upselling 271

Dialer 360

JULY 15, 2019

View of the social, public, making customer service a spectator sport for the first time. Customer experience and post-sale customer service on all channels. Social customer service is a spectator sport. For some time, most of the customer contact have taken personally. Get social/public with them.

Customer Care 26

Customer Care Call Center Advertising Marketing 26

Global Response

FEBRUARY 26, 2024

You want your team members to be able to: Resolve issues efficiently Build strong relationships with customers Handle challenging situations with professionalism and empathy Feel confident and satisfied in their jobs Ready to perfect your CX? LET’S CONNECT As all managers know, empowering employees to make customer-centric decisions is key.

Call Center 62

Call Center Customer Service outsourcing CRM 62

Hodusoft

APRIL 17, 2024

Call Arrives This is the step when a caller dials a company’s customer care number and the auto attendant system receives the incoming call. To eliminate any doubt let’s look at this study’s findings. As per a study conducted by the Aberdeen Group, auto attendant technology can reduce customer service costs by up to 30 percent.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

ShepHyken

JUNE 1, 2018

Boosts Your Sales and Conversions. One of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions. You can put a customer’s skeptical outlook at bay by having a direct conversation through the tool. This is well supported by a study from Oracle.

Customer Support 257

Customer Support Sales Marketing B2B 257

ClearAction

NOVEMBER 3, 2017

Is Operations Involved in Customer Experience? How would you like to reduce customer churn by 27%, increase Net Promoter Score TM by 65%, and outperform competitors by 20% in sales, purchasing, ordering, installation, billing, service inquiry, maintenance and account management processes? De-silo customer experience management.

Customer Experience 119

Customer Experience B2B Advertising Coaching 119

CSM Magazine

APRIL 5, 2018

Or can contact centres start to leverage the move towards AI and create a more customer-focused environment that will result in higher levels of customer care? Video chat empowers your contact centre teams to build a trusted advisor relationship with your customer – something ChatBots simply cannot offer.

Customer Care 40

Customer Care Chatbots Automotive Average Handle Time 40

Skybridge

NOVEMBER 18, 2020

A CX Report Card from 4,000 retail customers. In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. Nearly half (46%) of all respondents said waiting on hold created a bad customer experience.

Customer Care 52

Customer Care Surveys Technology Sales 52

Integrity Solutions

SEPTEMBER 23, 2021

When a customer spends time with a salesperson- and come away saying they got value from the discussion- what are they actually getting ? Value is not about understanding the history of their firm, getting descriptions of the solutions being proposed, or reviewing case studies and testimonials. Enabling A Value Based Sales Process.

Coaching 72

Coaching Sales Employee engagement Customer Care 72

aircall

NOVEMBER 7, 2022

To understand how to further optimize your operations workflows (and limit the amount of time you spend on low-value tasks), we’ll take a look at a commissioned Forrester Consulting Total Economic Impact™ study to see how a composite organization saved 20% in operational admin time by switching to Aircall’s cloud-based phone system.

voip 48

voip Consulting Consulting Sales 48

aircall

OCTOBER 6, 2022

Aircall, a global provider of an integrated, easy to use, cloud-based phone solution, used in millions of daily customer care, sales and support calls, today announces its new office opening in Madrid. Anna Núñez, Iberia & LATAM Sales Manager at Aircall, adds: “We already had a small technology hub.

Marketing 62

Marketing SaaS Education CRM 62

CSM Magazine

NOVEMBER 29, 2022

.” Customer service: available when the customer needs it? . The evening peak in online sales (between 7 pm and 9 pm) confirms that consumers fully embrace this advantage. Customer service should be available during these peak moments to resolve the questions and doubts customers may have.

Benchmark 52

Benchmark Wait times Chatbots Customer Care 52

CSM Magazine

JULY 28, 2023

Selling and Beyond: The Importance of After-Sales Service Good businesses don’t just stop once the sale is made. That’s where after-sales service steps in. To reiterate that customers’ needs are valued even after they’ve handed over their money.

Customer Experience 52

Customer Experience Sales Personalization Customer Service 52

JustCall

NOVEMBER 24, 2022

Frontline customer care call center executives can often be exhausted. Improvements are needed when sales decline. A dead end for a customer care representative can demoralize him and lead him to look for a better opportunity elsewhere. Types of customer service incentive ideas you can start.

Morale 52

Morale Call Center call center workforce Metrics 52

24-7 InTouch

NOVEMBER 10, 2020

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. But how do you know what aspects to improve?

Contact Center 98

Contact Center Coaching Technology Best practices 98

Talkdesk

DECEMBER 18, 2020

Salesforce estimates that approximately 30% of all global holiday purchases in 2020 will be returned—about $280 billion worth of lost merchandise sales. This can include personalized email, proactive outreach or even surveys that provide an immediate feedback loop with insights into customer satisfaction (CSAT).

Personalization 106

Personalization Sales Customer Care Surveys 106

Tethr

MAY 27, 2021

Throughout this series, titled “Customer Effort: Through an AI Lens” , Chief Research & Innovation Officer Matt Dixon and SVP of Research & Innovation Ted McKenna discuss topics relevant to customer experience and customer care leaders alike. Episode 2: Origins of Effort. Why do they churn out?

Customer effort 77

Customer effort Customer Care Sales Customer Experience 77

CSM Magazine

JANUARY 27, 2021

Recent events have shown how an unexpected health and economic crisis can dramatically affect customer behavior and many unprepared retailers have been forced to lay off employees or even shut up shop due to loss of business. According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated.

Sales 52

Sales Customer Care outsourcing Customer centricity 52

Hello Customer

JANUARY 16, 2020

But why spend all that money and put in all that effort to get new customers, just to see them leave not long after? A simple question: in your organisation, who is responsible for your existing customers ? Companies focus a lot on marketing and sales to create growth. We bet it's a tough question to answer.

Customer retention 92

Customer retention Feedback Customer Care Metrics 92

Skybridge

MARCH 11, 2020

Customer retention challenges are growing across every industry. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when it comes to customer retention. Is your inbound customer care team ready to turn cancellations into save?

Customer retention 52

Customer retention Call Center Customer Care outsourcing 52