ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand.

2024 73

2024 Article Customer Service Social Media 73

ShepHyken

MAY 5, 2024

My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth. In our customer service research , social media is low on the list of ways a customer wants to connect with a company or brand.

2024 65

2024 Article Customer Service Social Media 65

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

Magellan Solutions

MARCH 23, 2017

These four advantages show that booking a flight through a call center is ideal for customers too. Shorter hold times due to a larger pool of reservation agents. Customers do not appreciate being put on hold for a long time, with some correlating long hold times with poor customer service.

Call Center 53

Call Center Books Travel Poor Customer Service 53

BlueOcean

OCTOBER 17, 2023

With that said, how do you ensure your outsourced customer care partners or potential partners are holding themselves accountable to robust ESG standards? Book an appointment here. This is often the case for smaller companies or those with complex supply chains with limited visibility.

Government 177

Government 2004 Automotive Customer Care 177

SmartKarrot

SEPTEMBER 8, 2021

As is said, a book is a man’s best friend. This adage has held true against time and indeed there is nothing like reading a book. With the new times, customer experience as a subject, theme and industry has evolved and various master pieces are brimming up to the libraries. This book is a jewel in the customer experience niche.

Books 11

Books Customer Experience Social Media Customers 11

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

InMoment XI

JANUARY 23, 2024

Detailed reviews, helpful information, and updated details about a business can encourage users to interact more with the Business Profile to ask questions, get directions, book an appointment, and more. Users often rely on reviews from real customers to make informed decisions about where to go and what services to use.

Management 260

Management Feedback Information Brands 260

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Yes, it is an extremely difficult thing to achieve…but putting the effort to develop this type of culture is the greatest thing we can do to enhance both the Employee Experience and the Customer Experience.

Culture 244

Culture 2019 Contact Center Leadership 244

BlueOcean

DECEMBER 21, 2020

In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. Impacted by the pandemic, unemployment, health issues, wildfires, lockdowns, and endless other challenges, customers needed a point of human connection more than ever before. Laurie Ruettimann.

2021 156

2021 Workshop 2020 Definition 156

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? My Comment: I’ve been preaching for years (since my first book over 30 years ago) that customer service is not a department.

2021 68

2021 Article Customer Service 2022 68

ShepHyken

OCTOBER 4, 2016

They discuss his book, “ Nice Guys Finish First.” Doug shares his expertise about how to provide excellent customer care, and how you can achieve more with customers by being nice. If you want to finish first in customer care, tune into this episode of Amazing Business Radio!

Customer Care 127

Customer Care Books Customer Service Customers 127

ShepHyken

NOVEMBER 13, 2023

My Comment: We kick off this week’s Top Five roundup with Nate Brown’s article introducing us to a new way to look at the importance of customer communities. In my book, The Amazement Revolution, I stress the importance of customer communities enhancing the customer experience.

Article 58

Article 2023 Customer Service Workshop 58

ShepHyken

AUGUST 31, 2021

He is an author of two books ( The Experience Maker and Winning at Social Customer Care ) and the host of multiple podcasts and video series. is a customer service and experience expert,? .” About: Dan Gingiss is an international keynote speaker and coach. Shep Hyken ?is New York Times ?bestselling

Social Media 144

Social Media Leadership Books Customer Care 144

Interactions

MARCH 20, 2023

In his 1982 bestselling book Megatrends: Ten New Directions Transforming Our Lives , futurist John Naisbitt forecasted that a high-tech world would demand a high-touch balance. The technology delivers human-like experiences across all customer care channels: voice, text, web chat, social media, and mobile.

Interaction 62

Interaction Social Media Demo Technology 62

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. I give them customer experience tips and insights, not the other way around.”. Story about Jim featured in Robert Cialdini’s book, Pre-Suasion. But you’d be surprised.

Roadmap 118

Roadmap Books Sales Airlines 118

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. Using self-scheduling, agents can easily create their ideal work-life balance, booking a long weekend away or swapping shifts with a colleague in an instant.

Multi-Channel 52

Multi-Channel 2013 Social Media Customer Care 52

The DiJulius Group

JULY 2, 2020

In Dan Gingiss’ book, Winning at Social Customer Care, he outlines a couple of things you need to consider when hiring someone to. The post How You Can Win at Social Customer Care appeared first on The DiJulius Group. Read Full Article.

Customer Care 59

Customer Care Social Media Books Article 59

Magellan Solutions

SEPTEMBER 29, 2023

Enhancing Customer Satisfaction Inbound support meets customers’ expectations of answers and a delightful experience. Aside from being repeat buyers, loyal customers refer your business to others. Generating Valuable Data Insights Inbound customer support services provide valuable data insights.

Customer Satisfaction 52

Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

ShepHyken

OCTOBER 17, 2018

Many books have been written about companies like Disney, Nordstrom, Ritz-Carlton and Apple. You can’t answer with “Because we have great customer service.” Find out what makes you truly different, something that your customer cares about, and exploit it. There is a lot we can learn from great companies, big and small.

Social Media 121

Social Media Customer Care Customer Service Training Brands 121

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. Book flights? Book a rental car? Book a hotel? In my experience, the major problems with booking travel happen at the worst possible time. This is when the headaches start.

Travel 61

Travel Hotels Hospitality Books 61

ShepHyken

DECEMBER 20, 2022

Wasting your customers’ time is a mistake that you have to stop making.” ” About: Jay Baer is a customer experience and marketing expert. He is the author of six best-selling books, including, Youtility , Hug Your Haters , and Talk Triggers. How fast do customers expect businesses to be?

Customer Expectations 65

Customer Expectations Books Consumers Customer Care 65

Experience Investigators by 360Connext

AUGUST 9, 2022

Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain their effectiveness. There are often assumptions about what great customer experience means. Teams crave real direction and are told again and again to just “do customer experience better.”

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

ShepHyken

AUGUST 7, 2019

That’s when he dropped the “bomb” on the audience—several thousand customer care professionals, all anxiously awaiting Tony’s comments. He informed them that the customer was no longer the first priority. Culture had replaced the customer as the top priority. Entire books have been written about how to create a culture.

Customer Service 131

Customer Service Culture Customer Service Training Leadership 131

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. Book flights? Book a rental car? Book a hotel? In my experience, the major problems with booking travel happen at the worst possible time. This is when the headaches start.

Travel 48

Travel Hotels Hospitality Books 48

ShepHyken

DECEMBER 20, 2018

Create a game-changing experience for your customers, and in the process, make your competition irrelevant. Give A Valuable Gift: The Top 10 Business Books For 2018. Each year I read about 40 books. I peruse dozens of others. Google Introduces Lifelike AI Experience With Google Duplex.

Article 122

Article Customer Service 2018 Books 122

BlueOcean

NOVEMBER 25, 2019

We’ve been in business for more than 25 years – the foundation for our success is our ability to attract and retain people who care deeply about doing a good job for our clients and their customers. If you’re looking for a customer care solution where kudos like these happen every day, we can help you out.

2019 156

2019 Customer Service E-support Interaction 156

inQuba

JUNE 22, 2023

At inQuba we’ve harnessed the power of AI to make customers’ journeys and experiences more personal, relevant and fun. Here are a few applications: Always-On Customer Care [Use Case] Always-On Customer Care [Use Case] Customer-centric businesses are now able to have contextual, human-like interactions with customers, at scale!

Customer Experience 52

Customer Experience Customer Journey Competitive Advantage Customer Centricity 52

transcosmos Information Systems

AUGUST 17, 2017

Gone are the days when offering a telephone customer care service would suffice, as omni-channel has shifted the business paradigm. For this reason, outsourcing companies no longer just offer phone or email customer support. Here are the reasons you should offer an omni-channel engagement to improve customer experience.

Engagement 75

Engagement E Commerce Social Media Customer Experience 75

Beyond Philosophy

JULY 17, 2017

John’s comments also touch on one of the central points in the book I recently co-authored with Prof. Ryan Hamilton: customer memories are one of the most important components of long-term value for a brand. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care.

Technology 132

Technology Touchpoint Workshop Books 132

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Zeisler Consulting

DECEMBER 8, 2021

For that matter, after having interacted with them, we lacked confidence enough that we went so far as to book separate appointments on our own with an urgent care clinic up the street just to be safe in case—as seemed more likely than we felt comfortable about—they dropped the ball entirely. Their reaction to my email?

Airlines 72

Airlines Travel Books Brands 72

ShepHyken

NOVEMBER 14, 2018

As most of you (hopefully know), my latest book, The Convenience Revolution , is all about making the customer experience as frictionless as possible. In the book, there are six Convenience Principles with plenty of examples, and many of our followers have read my articles and watched my videos on these powerful concepts.

Touchpoint 118

Touchpoint Books Customer Service Training Customer Service 118

Customer Bliss

JULY 16, 2019

In this week’s Daily Dose video, I share a short video inspired by the lessons of my most recent book, Would You Do That To Your Mother. . As a patient, we want health care to put us back together again when we’re just not right, to give us peace, to be cared for, with our dignity intact. ” ? ?

Hospitality 143

Hospitality Books 2019 Customers 143

Kustomer

JUNE 7, 2022

Just as customers expect more tailored and personal communications, they also demand self-service options for immediate resolution. As our new AI e-book explains, AI is being rapidly adopted in contact centers to act as the first line of defense, amplify performance, and create strong efficiencies. Omnipresent, Guided Self-Service.

Customer Experience 98

Customer Experience E-support Omnichannel Contact Center 98

Customer Bliss

MARCH 14, 2017

She was SVP of Worldwide Customer Solutions at Endeca, SVP of Services and Support at Enterprise Mobile, Chief Customer Officer at Bullhorn, and now CCO of Brainshark (following a stint as SVP, Customer Care) at the same company. Because Brainshark has been around 17 years, they have a huge renewal book of business.

Chief Customer Officer 219

Chief Customer Officer Sales Customers Books 219

Playvox

AUGUST 25, 2022

As workforce management professionals, we know how one person can make a difference in providing timely service to our customers and hitting SLAs – or missing them completely. The book “ The Power of One ” goes into further detail regarding this concept. Power of One Customer Care and Contact Center Exercises.

Management 85

Management Contact Center Average Handle Time Healthcare 85