ShepHyken

MAY 12, 2020

Building Resilience into Your Customer Service Strategy for Today… and Beyond. They discuss how digital technologies can support employees in delivering outbound, proactive customer service that truly delights. Prioritize adding proactive service to your CX strategy. Proactive Customer Service in Times of Change. It’s tragic.

Brand ambassadors 244

Brand ambassadors Technology Customer Experience Customer Service 244

CSM Magazine

JANUARY 30, 2024

As consumers, we are not merely transactional entities; we are individuals seeking experiences that resonate with us. They don’t just view your inquiries as tasks to be checked off they see them as opportunities to connect and assist. They take the time to understand your unique needs, preferences, and history with them.

Customer centricity 111

Customer centricity Benchmark Personalization Feedback 111

Beyond Philosophy

MAY 31, 2016

And, just as importantly, this extends to living the role, and behaving with full commitment, as value delivery agents and supplier ambassadors, inside and outside of the organization. The Employee Ambassador. Increasingly, we are beginning to understand, and even predict, the effect on customer advocacy of employees.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Beyond Philosophy

DECEMBER 8, 2015

We think so. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

Brand ambassadors 170

Brand ambassadors Customer Experience Enterprise Feedback 170

Real Blue Sky

NOVEMBER 21, 2023

We understand the key to thriving isn’t just about weathering the storm—it’s about learning to dance in the rain. As we delve into five dynamic strategies for brand growth, we’ll explore how prioritizing customer retention can significantly boost profits.

Employee engagement 105

Employee engagement outsourcing Upselling Customer retention 105

Global Response

OCTOBER 25, 2023

The newest generation is on the block with some major purchasing power and a thirst for luxury, eco-conscious and socially-responsible brands. As a result, they are starting to have disposable income of their own, and are looking to luxury brands to satisfy their shopping cravings. But how does this affect their shopping expectations?

Brand ambassadors 62

Brand ambassadors Advertising outsourcing Personalization 62

Beyond Philosophy

MARCH 27, 2017

But with Kalanik still at the helm, I wonder how successful these efforts will be. Uber’s Brand Reputation Has Suffered. In our customer experience research, we’ve learned that people like to do business with brands that share their values. Have recent controversies affected how you feel about using Uber? Register here.

Airlines 339

Airlines Consulting Consulting Engineering 339

Fonolo

AUGUST 29, 2018

It’s a noisy little planet we live on. It’s simply become too loud. This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Upstream Works

JUNE 9, 2022

There was a reason you did it in the first place – he said there was a point where you slammed your fist on the table and said, “There must be a better way!” ” And that’s where you’ll find the soul of your company. Today, we are embarking on something new and exciting.

Contact Center 157

Contact Center Brand ambassadors Call Center Virtual Agent 157

Hello Customer

DECEMBER 6, 2020

Here we are again, confined in our homes. Did you already realize that delivery is the only step in the buyer journey where your customer sees someone face to face? your delivery partner does. Okay, now that we've recovered from the first shock, let's discuss how you can get a grip on the situation. The delivery.

Brand ambassadors 95

Brand ambassadors Sales Feedback Service level 95

ShepHyken

JUNE 8, 2018

This week we feature an article by Daphne Kasriel-Alexander who tells us how to create mega-fans who can then become your biggest advocates. – Shep Hyken. After just one bad customer support experience, trust in a brand is gone forever. Our methods are tried-and-true: we get over 2500 queries a week.

Customer Support 189

Customer Support Brand ambassadors Scripts Customer Care 189

Beyond Philosophy

DECEMBER 5, 2017

In part because of today’s greater emphasis on the emotional components of customer experience and customer value delivery, and how this must be an enterprise cultural priority, employees have become center stage in optimizing customer behavior. We’ve seen employee surveys where there are no customer-related value elements.

Employee engagement 170

Employee engagement Consulting Consulting Enterprise 170

BlueOcean

FEBRUARY 14, 2024

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. Locking your data behind closed doors.

SaaS 71

SaaS outsourcing Brand ambassadors Average Handle Time 71

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Best practices 118

Best practices Management Brand ambassadors Upselling 118

CCNG

MAY 11, 2022

However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems we currently face. We fail to acknowledge that applicants come to us from all walks of life, each with their own unique story.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

TeleDirect

DECEMBER 14, 2023

Do your employees feel overworked, constantly working overtime and never seem to get enough done in their eight -hour shifts? Are your customers needing more assistance from you than you can provide? If these scenarios apply to you, a full-service call center such as TeleDirect could be extremely beneficial to your company.

call center solutions 62

call center solutions Call Center Scripts Enterprise 62

Global Response

FEBRUARY 28, 2024

If your small business is currently experiencing these growing pains, it’s time to consider partnering with a call center. In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Ready to perfect your CX?

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

Fonolo

JANUARY 19, 2023

It’s worth the effort, we promise. Train, compensate, and engage your employees! But your employees want to grow and progress in measurable ways, financially, professionally, and personally. More Benefits of Call Center Retention There’s plenty to lose if your employee turnover rate is too high. Bottom line?

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

CSM Magazine

APRIL 15, 2021

The global pandemic has changed the way we live, work and do business. Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors. Turn Contact Centre Representatives Into Brand Ambassadors. A successful path to recovery starts from within.

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

Comm100

FEBRUARY 6, 2023

Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it. According to research compiled by CXINDEX , 86% of customers are willing to pay extra for a better customer experience, and 64% will recommend your brand if you offer an amazing experience.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

Fonolo

JULY 5, 2023

In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Blueship Call Center

DECEMBER 12, 2023

During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. Whether your business is new to outsourcing or has extensive expertise in vendor management, choosing the right vendor may make or break your outsourcing efforts.

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

ShepHyken

MAY 30, 2016

4 Ways to Destroy Your Company Through Bad Service by Flavio Martins. The four tips he shares in this article are common sense – almost basic – but I’m surprised how many companies struggle in these areas. Customers don’t know as much as we might. And, the back-up plan can’t be a hassle.

Customer Service 180

Customer Service Brand ambassadors Self service Surveys 180

PeopleMetrics

AUGUST 25, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

Customer centricity 124

Customer centricity Brand ambassadors Feedback Best practices 124

CSM Magazine

AUGUST 23, 2022

The more emphasis you place on the experience a person has with your brand can yield higher ticket sales, future revenue, and referrals to your offerings among the customer’s sphere of influence. Providing a remarkable customer experience regardless of the industry will provide future growth opportunities for your business.

Brand ambassadors 52

Brand ambassadors Customer Service Management Feedback 52

Lumoa

MARCH 10, 2022

But if you’re not putting that customer feedback to work in your marketing, you’re missing out on a huge opportunity.   Incorporating customer feedback into your marketing strategy can level up your marketing efforts and help you drive even more growth for your business. What is Customer Feedback? I’m glad you asked! 

Feedback 94

Feedback Marketing Surveys Advertising 94

Nicereply

NOVEMBER 23, 2023

In today’s market, consumers have more options and expect more from brands. Meeting these demands isn’t just a strategy; it’s essential for building trust and growing your brand. So, how can we keep this critical aspect front and center?

SaaS 59

SaaS Feedback Brand ambassadors B2B 59

Beyond Philosophy

AUGUST 30, 2018

How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. These customers are your most loyal and the most sought-after of the lot, the “Raving Fans” of your organization.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

CSM Magazine

JUNE 10, 2021

Fed up of negative contact centre perceptions limiting your budget, resources and potential? Nick Smith at Calabrio , discusses how you can overcome these concerns and reposition your contact centre as a “profit centre”, instead of a “cost centre”. Okay, we might be getting a little ahead of ourselves.

Gamification 105

Gamification Brand ambassadors Analytics Enterprise 105

Playvox

FEBRUARY 27, 2024

How do you keep your best employees engaged, motivated, and empowered? One way to tackle the challenge is to integrate artificial intelligence (AI) into your workforce engagement strategy. Every day employees make decisions and take actions that directly affect your workforce and business. Attract new talent?

Contact Center 73

Contact Center Coaching Real estate Employee engagement 73

PeopleMetrics

AUGUST 18, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

24-7 InTouch

FEBRUARY 25, 2020

In our most recent blog post , we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. We care about our brands, and want to provide the highest quality customer service possible for their customers. How can this be achieved?

Brand ambassadors 52

Brand ambassadors Customer Service Calibration Average Handle Time 52

PeopleMetrics

AUGUST 11, 2014

In an effort to discover the experts within our clients’ companies that truly understand customer experience, we used customer feedback to identify those individuals who consistently deliver an exceptional customer experience. In 2011, we launched our first annual Brand Ambassador Awards to recognize these outstanding individuals.

Brand ambassadors 112

Brand ambassadors Customer Experience Customer centricity Feedback 112

ProProfs Blog

JANUARY 24, 2020

What if I were to tell you that the aspect that genuinely tops the list is what your friends and family think? Get closer than ever to your customers. So, before we get into the dynamics of customer advocacy, let’s cover the basics first. . How to Develop Customer Advocacy for Your Business?

Customer advocacy 155

Customer advocacy Marketing Feedback B2B 155

Call Center Weekly

JULY 21, 2017

By: Sean Hawkins As customer service professionals, we can all sympathize with the monotonous routine of call center agents. Have you ever witnessed a newly hired agent full of zeal, only to witness that same agent become disinterested, and without the joy and enthusiasm they once had? The passion they had has evaporated.

Contact Center 143

Contact Center Employee engagement Metrics Government 143

Beyond Philosophy

JUNE 11, 2015

In fact, this has become something of a trend. Walmart believes that loyalty programs can, indeed, provide excellent information about customers who participate; however, as one Walmart executive put it: “…some of the loyalty programs are very expensive, and we don’t think that serves everyday low cost and everyday low price.”

Airlines 274

Airlines Customer centricity Multichannel Sales 274

CSM Magazine

JANUARY 8, 2024

We’ve all been in that frustrating spot of endlessly waiting on a delayed order. Tracking the shipment becomes an obsessive routine. But what we customers rarely consider is how these letdowns often start with inefficient manufacturing processes. Transforming your manufacturing processes takes time and commitment.

Customer Experience 52

Customer Experience Brand ambassadors Engineering Advertising 52