Russel Lolacher

MARCH 2, 2021

Recently I was invited to take part in two interviews, one for CX Buzz and one for CX Quick Tips, where I shared a bit about our team’s work for the BC Ministry of Transportation. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service.

Government 52

Government Customer Care Transportation Benchmark 52

Nicereply

DECEMBER 5, 2019

As per research by Salesforce , almost 75% of the consumers want a consistent experience wherever they are engaging, be it in-person, social networks, phone, or online. It also has been found that almost 86% of the buyers are willing to pay extra for rich customer experience. It helps in differentiating the brand from one another.

Customer Experience 90

Customer Experience Transportation Customer centricity Analytics 90

CSM Magazine

APRIL 28, 2021

Mads Fosselius, CEO of Dixa commented: “Our mission has always been to build a platform for companies that love their customers. The US is the most customer-centric market in the world, but it has been held back by customer interaction technology being developed in silos and not brought together at the point of interaction.

Marketing 52

Marketing Customer Service Customer Experience Abandon rate 52

Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Let personalities shine – your people are awesome.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

The Petrova Experience

APRIL 4, 2023

Fold tools like OpenAI into your customer experience strategy in a way that reaffirms your commitment to customer centricity. Leverage AI intentionally to add value internally to employees, business processes and budgets; and externally, to your customers. It is not an end-product. We see this frequently.

Customer Experience 52

Customer Experience Government Customer centricity Calibration 52

C3Centricity

SEPTEMBER 24, 2017

Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!). Technology is an enabler; it’s customer-centricity that is the disruptor today.

Technology 48

Technology Transportation Entertainment Customer centricity 48

C3Centricity

OCTOBER 1, 2019

The reason is that our customers may be satisfied, but they will never stay satisfied for long. Our customers may be satisfied, but they will never stay satisfied for long. I hope they inspire you to do the same and to aspire to exceed customer satisfaction whenever and wherever you can. Image source: Amazon.com.

Marketing 72

Marketing Customer centricity CRM Transportation 72

Integrity Solutions

FEBRUARY 27, 2023

But historically, a coach was a horse-drawn carriage that transported important people from where they were to where they wanted to be. And ask your team afterward to share which open-ended questions created the most productive conversations with their customers. They each reinforce what the other already believes.

Coaching 62

Coaching Sales Management Employee engagement 62

ijgolding

JANUARY 12, 2018

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy – from the commuting perspective that is. I have so far avoided using the word customer – which brings me to the theme of this post.

Transportation 62

Transportation Government Personalization Customer Experience 62

ijgolding

JUNE 21, 2017

Public transport is another example of an ‘industry’ whose products and services are used by many people who have no other viable option. It would be remarkably easy for the providers of public transportation in London to view their customers as ‘hostages’ – and treat them as such.

Customer Experience 72

Customer Experience Airlines Transportation Surveys 72

Netomi

FEBRUARY 21, 2024

These AI-powered tools are revolutionizing how hotels and travel agencies interact with their guests, offering convenience, speed, and personalized service. As 90% of customers rate immediate responses as important or higher when they have a question, speed and accuracy are of greatest importance.

Chatbots 40

Chatbots Upselling Feedback Personalization 40

PeopleMetrics

MAY 12, 2022

In this hotel example, the sample customer is a frequent solo business traveler, married, age 40, in town for a professional conference. She likes uncomplicated check-in experiences, easy access to transportation, quiet nights, and convenient food options. Stages of the Customer Journey. Using a Customer Journey Map.

Journey mapping 62

Journey mapping B2C Feedback B2B 62

Customer Guru

FEBRUARY 26, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer centricity 106

Customer centricity Call Center B2B Sales 106

The Petrova Experience

FEBRUARY 20, 2024

A capability that needs to be developed in customer-centric use cases. Use AI to create a new product , end-user experience, and customer outcomes. They can even serve as a way of moving your customer along the customer journey in a more personalized environment that ultimately increases product utilization and fosters loyalty.

Calibration 52

Calibration Chatbots Transportation Technology 52

Netomi

JANUARY 5, 2022

LinkedIn: Augie Ray – Vice President Analyst – Customer Experience for CX and Marketing Leaders – Gartner. Our favorite content from Augie : The COVID-19 Dilemma: Remaining Customer-Centric When Customers Expect Incompatible Pandemic Rules. Barry Dalton. Bob Thompson. Denise Lee Yohn.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C3Centricity

SEPTEMBER 12, 2016

Of course, my mind is never far from work and I realised that I was so enamoured by this country because it’s people have customer centricity down to a fine art. Do your customers feel the same about your product or service? One of the many surprises in Peru was their transport system. You’re welcome.

Airlines 91

Airlines Coaching Banking Customer centricity 91

Help Scout

OCTOBER 23, 2018

Last month, Mo wrote a wonderful post introducing Support-Driven Growth , which included this helpful definition: Support-Driven Growth is a business approach aimed at shifting the customer support channel from cost center to critical revenue driver. Why should you do this instead of hiring a dedicated Customer Success person or team?

Transportation 40

Transportation Accountability Customer centricity Sales 40

NobelBiz

JUNE 26, 2023

Telecom Services Telecommunication services are the veins of a call center, transporting voice data from one point to another. They encompass telephones, VoIP systems, and the internet connection, which allows communication between customers and call center agents. Learn more about how to optimize your dialing operations.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

JustCall

AUGUST 21, 2020

Some patients are not sure if they’re experiencing a true emergency, some may have issues with transportation or other reasons. Providing a real, personalized, and swift service over call wins positive reviews and better brand perception. Personalization & Empathy. Pharmaceutical companies are becoming more customer-centric.

Call Center 52

Call Center call center software Healthcare Abandon rate 52

aircall

DECEMBER 19, 2016

Customers can also look to self-service, via the forums or Amazon Co-Pilot. In short, their customer service is expeditious and complete, and treats the user with care and respect. I would define Amazon by our big ideas, customer centricity, putting the customer at the center of everything we do.

Customer Service 74

Customer Service Advertising Transportation Customer Support 74

Talkdesk

JULY 31, 2017

In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Average Handle Time 42

Average Handle Time Chief Customer Officer Wireless Enterprise 42

Talkdesk

JULY 31, 2017

In the large enterprise they are now coming up with a person who has the title of Chief Customer Care Officer, or Chief Experience Officer. I think what’s interesting is that in SMBs, we are finding that it’s the CEO who is focused on customer care — and that’s how they are differentiating their company from the get-go.

Average Handle Time 40

Average Handle Time Chief Customer Officer Wireless Enterprise 40

Comm100

AUGUST 23, 2018

Similarly, effective mobile experiences can blend service channels together, creating an experience that is purely customer-centric. There are several ways that companies have tapped into mobile as a source of omnichannel, or channel-less , customer service in 2018. Source: Statista. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

SmartKarrot

JANUARY 25, 2022

They provide their customers with a unified, powerful, and low-code-designed platform to help them make optimized, customer-centric , and situation-aware business decisions. Employers can personalize a white-labeled training portal by integrating courses from the marketplace or build an alternative course using business content.

SaaS 10

SaaS Transportation Feedback Construction 10

CrazyCall

JULY 4, 2019

She even bought all of us tickets for public transportation in Lisbon that I was wondering how to get! In other words, while your answer might be accurate, it might turn out not be helpful at all as the person won’t know how to apply it. Clarity, although often overlooked, plays a big role in how your customers perceive your service.

Customer Service 66

Customer Service Interactive Voice Response Metrics Gamification 66

COPC

NOVEMBER 13, 2019

Shouqi Limousine & Chauffeur is an online car hailing platform established by Shouqi Group, answering the call of the Ministry of Transport on the renovation of the traditional taxi operations. As the frontline of Shouqi Limousine & Chauffeur, customer service is the key touch point for both drivers and customers.

Customer centricity 8

Customer centricity Consulting Consulting Transportation 8