C3Centricity

SEPTEMBER 14, 2020

The pandemic has forced most customers to buy online, at least during the various lockdowns. I agree as the change in customer behaviour was so fast that it was difficult for those retailers who were not prepared to catch up and move their sales effectively online. This discussion happened just a few years back in 2017.

Transportation 77

Transportation Finance Sales Banking 77

SharpenCX

JUNE 23, 2020

Gen Z and Millenials often care about mental health issues and prefer companies that also value a healthy work-life balance. Likewise, how do you take advantage of these diverse work styles to grow your contact center and better help customers? Maybe your agent Anne is struggling with de-escalating tough situations with customers.

Management 76

Management Call Center Coaching Contact Center 76

C3Centricity

APRIL 29, 2020

With Amazon muddying the waters by testing their new Fresh delivery and Go bricks and mortar offer and Walmart retaliating with a competitive online offer of fast service and free delivery, this is a battle that has already begun. Customers will always need to see and try before they buy in numerous categories.

Transportation 71

Transportation Finance Banking Wait times 71

Infinity

NOVEMBER 29, 2018

Furthermore, 70% of millennials, the demographic considered pivotal for the growth of the future market, prefer customer reviews, rather than marketing efforts, when making a purchase decision 2. Create customer-centric content. Picture the scene, your top 100 customers are all invited to an event that’s hosted by your brand.

Marketing 45

Marketing B2C Customer centricity Surveys 45

aircall

DECEMBER 23, 2016

Some companies consider customer service to be mere damage-control at best, and a cost center at worst. However, providing poor customer service is no longer an option, regardless of the quality and price of your product or service. The perils of poor customer service. Your service = your brand.

Customer Service 87

Customer Service Wait times Brand ambassadors Customer retention 87

CrazyCall

JANUARY 11, 2019

With increased advertising, it’s harder to find the honest presentation of a product or service. Customers grow tired of this practice. As Edelman Barometer reports, customers continue to lose trust in advertising and business. Remember that 1 in 4 customers uses ad blocker of some kind in 2018. Sales trend no.

Sales 83

Sales Advertising Marketing Chatbots 83

C3Centricity

JULY 20, 2020

Another recent post of mine concentrated on why companies fail in their adoption of a customer-first strategy. You can read it here: 7 reasons most companies fail to adopt a customer first strategy. This was a follow up to another popular post on what a customer-first strategy is, and what it isn’t. Click To Tweet. #2

Marketing 77

Marketing Coaching Sales Customer centricity 77

ShepHyken

NOVEMBER 4, 2016

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. nurture bonds with customers.

Analytics 315

Analytics B2B Technology Enterprise 315

3CLogic

JANUARY 9, 2024

You've heard it before; "In today's competitive market, outstanding customer experience is more important than ever." According to IDC research, most customers will not interact with businesses that aren’t contextually aware. Because your customers are unique, so should your digital transformation plan be.

Contact Center 52

Contact Center Interactive Voice Response Self service CRM 52

C3Centricity

MAY 1, 2018

Last week I mentioned the 7 reasons most companies fail to adopt a customer first strategy. They were the conclusion to a post on what a customer first strategy is, and what it isn’t. All innovation processes should start with a deep understanding of the potential customer segment and then insight development. #2

Marketing 48

Marketing Customer centricity Coaching Sales 48

Aspect

JULY 11, 2018

Want to make your customers happy? We all know happy agents, make happy customers. For example, The Tempkin Group’s 2016 Employee Engagement Benchmark Study found that organizations that deliver great customer experiences have one-and-a-half times as many engaged employees as under-engaged employees. Start with your agents.

Customer Service 54

Customer Service Self service Surveys Benchmark 54

JustCall

AUGUST 7, 2020

The top 7 industries for small businesses in Florida are elderly care services, healthcare services, tourism, food and accommodation, technical and scientific services, agriculture, and real estate. Whether you are thinking of setting up a business in Florida or are serving customers down there. square miles.

virtual call center 52

virtual call center Real estate Interactive Voice Response Call Logging 52

JivoChat

AUGUST 27, 2019

It helps your business get more brand exposure so your customers can remember you when they are ready to buy. It is more than a customer telling another potential customer about your product or service. Instead, it is a result of a positive customer experience. As mentioned, it works because it’s authentic.

Marketing 40

Marketing Brand ambassadors Advertising Sales 40

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Customer service is becoming simultaneously more complex, and more crucial to success.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

SmartAction

JULY 9, 2018

Amid all of the buzz surrounding chat, text, and social media in customer service, voice has reemerged as the preferred method of communication for consumers – including millennials. What a drastic shift from the customer expectations of the past! What a drastic shift from the customer expectations of the past!

Call Center 41

Call Center Interactive Voice Response Self service Enterprise 41

Tethr

OCTOBER 2, 2020

In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty. There’s a lot of good from simply delivering what the customer expect.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108