CCNG

NOVEMBER 22, 2023

Employee surveys are a great way to get employee feedback and implement changes where possible. If the company is smaller or does not want to invest in employee survey software, create an employee suggestion box. Where possible, ask for employee input and allow for flexibility.

Employee engagement 195

Employee engagement CCNG Best practices Surveys 195

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? Modified Recruitment Strategy.

B2C 62

B2C Customer Care Schedule adherence outsourcing 62

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

Interactions

JULY 29, 2021

Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. Interactions recently surveyed 1,100 U.S. consumers to see what they like when it comes to customer service. Brands must look at what customers really want and remove pain points from interactions.

Customer Care 71

Customer Care Surveys Wait times Self service 71

Skybridge

SEPTEMBER 7, 2022

As a consumer, I know how I feel when I have to reach out to customer care. According to The State of Customer Service in 2022 , the recent report by AI platform provider Netomi, a major source of our disappointment and frustration can be traced back to our own growing impatience since the pandemic. The long hold times.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

Connecting the Dots

MAY 10, 2017

In this twenty-five minute interview, customer satisfaction industry expert Laura Sikorski and author John Goodman discuss the importance of customer surveys and the need to find customers who don’t complain even when they are not satisfied.

Surveys 48

Surveys Consulting Consulting Customer Care 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 63

Surveys Customer Experience Consulting Consulting 63

BlueOcean

JUNE 10, 2021

Today we look at how this last consideration applies to the way companies are investing in customer care. We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. It’s here to stay, and customer care initiatives must keep up.

Customer Care 62

Customer Care outsourcing Contact Center contact center solutions 62

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

Amity

FEBRUARY 18, 2016

Any well-established business knows that it needs honest feedback from its customers in order for it to properly evaluate how well its clients’ needs are being met. Customer satisfaction is, after all, the secret to success. Surveys are designed to give insight on how your customer views your company.

Surveys 57

Surveys Feedback Customer Care Marketing 57

CCNG

AUGUST 10, 2022

Recently, I had the opportunity to sit down with Mindy Lentz, Director of Customer Care at Hilton, to discuss the crazy world of travel today. In this episode, Mindy shared stories of the travel chaos.but more importantly, how it affects the Hilton agents.

CCNG 195

CCNG Contact Center Customer Care Surveys 195

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

Connecting the Dots

NOVEMBER 6, 2017

When that brand-new television breaks or the Internet goes out, consumers have no choice but to call customer service in search of a solution – an experience that often includes automated operators, long hold times and other inconveniences.

Surveys 48

Surveys Sales Consulting Consulting 48

COPC

NOVEMBER 16, 2016

TRAVEL CUSTOMERS HAVE THEIR SAY IN THESE KEY AREAS: CUSTOMER CARE EXPERIENCE, PURCHASE EXPERIENCE AND CUSTOMER LOYALTY. The survey results are based upon these self-selected categories. Survey results showed that only 10% of leisure travelers took 10 or more trips per year, compared to 41% of business travelers.

Surveys 40

Surveys Multichannel Customer Care Personalization 40

Noble Systems

JULY 15, 2019

Customer care today remains mostly reactive. Businesses wait for a customer to call into the contact center. The agent asks a series of questions to gather information needed in order to answer the customer’s question or solve their problem. Then we’ll cover why you should care. AI Defined.

Customer Care 70

Customer Care Self service Abandon rate Airlines 70

ShepHyken

SEPTEMBER 22, 2023

Implementing self-service features will allow customer service experts to focus on these more complicated issues, resulting in a better overall customer experience. #2 Customer care In today’s business landscape, customer care is crucial in protecting a company’s brand reputation.

Customer Service 155

Customer Service Chatbots Self service Customer Care 155

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

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

Connecting the Dots

AUGUST 16, 2017

Are you spending too much for too little return on your customer experience surveys? Done right, customer experience surveys can be a trustworthy barometer of corporate well-being. Click here to download a PDF of Seven Customer Experience Survey Habits Of Companies That Give A Damn.

Surveys 48

Surveys Customer Experience Consulting Consulting 48

delighted

NOVEMBER 19, 2019

They’re using retail customer feedback to understand what their customers want, enhance retail CX, and maintain a competitive advantage. But honestly, many customers have little faith that brick-and-mortar retailers understand them. Why in-store retail customer feedback is vital.

Surveys 40

Surveys Feedback Advertising Wait times 40

Connecting the Dots

JULY 27, 2020

A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.

Customer Care 62

Customer Care Complaint resolution Government Education 62

Helpware

FEBRUARY 13, 2024

Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored. Even simple but AI-powered customer feedback surveys can help your business improve your customer care process and become better than your competitors.

Customer Service 85

Customer Service Self service Customer Care Surveys 85

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

CSM Magazine

DECEMBER 3, 2019

Surveys, like one conducted by Forbes , conclude that a huge part of that communication is repetitive. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Most of these operations can be automated and are imperative to survive rapid growth. Ievgen Sliusar.

Customer Care 52

Customer Care CRM Enterprise Marketing 52

ClearAction

SEPTEMBER 3, 2018

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. Both of these orientations tend to be company-serving rather than customer-focused.

Customer centricity 54

Customer centricity Customer Care Metrics Feedback 54

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

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

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

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

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.

Customer Care 98

Customer Care Transportation Government Construction 98

Liveops

SEPTEMBER 27, 2018

Although customer care is typically regarded as a cost center, savvy brands know that 80% of their shoppers will return after a positive customer experience. That’s why customer care teams must work hard to deliver service on par with what customers are promised. What is a virtual customer service model?

Customer Care 82

Customer Care Brand ambassadors Call Center Sales 82

Interactions

JUNE 22, 2023

Interactions surveyed 1,000 consumers from across the U.S. in March 2023 to better understand the current customer experience mindset. Customer Needs and Preferences To cultivate a customer-centric culture, companies should invest in understanding their customers’ needs and preferences.

Customer centricity 62

Customer centricity Surveys Customer Care Analytics 62

SharpenCX

APRIL 3, 2019

Countless research reports and surveys pile up each year defining the business impacts of keeping your employees engaged with their work. The post Why Your Customers Care About These 15 Employee Engagement Statistics (And Why You Need to Do the Same Today) appeared first on Sharpen Contact Center Software. Higher productivity.

Employee engagement 64

Employee engagement Customer Care Contact center software Contact Center 64

Skybridge

JUNE 1, 2020

It has softened customer expectations of some providers, while intensifying their frustrations with others. Yet, at the center of all of these shifting priorities, one thing has remained remarkably consistent: the power of a talented, engaged customer care agent to strengthen the bond between brand and customer.

Customer Care 52

Customer Care At home agents Call Center Education 52

Aspect

NOVEMBER 9, 2018

In an effort to shed light on how to best use a variety of channels to address customer expectations, Aberdeen surveyed 445 contact centers around the world regarding key trends and best practices for their recently released report, Omni-Channel Customer Care: How to Delight Your Empowered Customers.

Customer Care 59

Customer Care Contact Center Accountability Best practices 59

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. Not surprisingly, more and more consumers are shopping online and seeking assistance through omnichannel customer care.

Customer Care 52

Customer Care Finance Surveys Sales 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