BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

BlueOcean

APRIL 15, 2019

How do we deliver amazing customer experiences despite increasingly challenging stressors? The Tools to Tackle Customer Entitlement. First and foremost, there needs to be a very tight relationship between the contact center team and the company leadership team. Empowering Your Team to Deliver Kick-Ass Customer Experience.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Document Insurance 52

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. Good leadership hasn’t changed. This is a great opportunity to work on those leadership skills?—?communication, “Yes, but what do you do?

Social Media 52

Social Media Government Customer Care Transportation 52

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. My role is to facilitate their leadership. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Ten years done.

Customer Care 98

Customer Care Government Communication Engagement 98

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

Customer Bliss

FEBRUARY 13, 2018

Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship with the end consumer. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus. About Josh Ives.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. Customer Experience Leadership is Earned.

Leadership 74

Leadership Marketing Customer Experience Airlines 74

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 74

Customer Voice Leadership Customer Experience Customers 74

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 72

Customer Voice Leadership Customer Experience Customers 72

Kate Nasser

NOVEMBER 24, 2019

Success insights fr Kate Nasser, The People Skills Coach™ | Leadership, Leading Morale, Teamwork, Customer Service, Career. The post Avoid These Defensive Replies to Feedback | #PeopleSkills #Leadership appeared first on KateNasser.com.

Leadership 82

Leadership Feedback Insights Customer Service 82

Joe Rawlinson

APRIL 16, 2014

” Here are a few steps to help you achieve exactly that–a customer service dream team. While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. Hire the right people.

Customer Care 121

Customer Care Management Call Center Customers 121

Maz Iqbal

MARCH 6, 2015

Today, this organisation (and its leadership) is on my mind again. Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social'

Leadership 76

Leadership Customer Philosophy Customer Centricity Customer Care 76

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

InMoment XI

AUGUST 2, 2023

NPS Best Practices Tip #2: Build a Customer-Centric Culture A customer-focused culture is essential, where processes align with customer-centricity, making it a systematic approach rather than mere aspiration.

NPS 260

NPS Customer Centricity Culture Automotive 260

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

BlueOcean

NOVEMBER 30, 2018

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. I’m looking forward to continuing to provide leadership to our workforce team, to our clients, and to prospective clients as we navigate the changing landscape,” says Miller.

Management 227

Management Insurance Leadership Customer Care 227

Kate Nasser

JANUARY 13, 2019

As we explore customer experience leadership, it’s amazing how much we learn from asking the simple question, What do customers wish we would do? The answers to this question ensure that our customer experience leadership focuses on what truly matters to customers. So let’s look at those answers!

Leadership 52

Leadership Customer Experience Customers Hotels 52

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

Kate Nasser

OCTOBER 2, 2018

Leaders, managers, and team leaders, lead customer service morale w/ these 5 steps from Kate Nasser, The People Skills Coach, author of new book, Leading Morale. Happy National Customer Service Week! The post Customer Service Morale: 5 Key Leadership Steps | #CustServ #NCSW18 appeared first on KateNasser.com.

Leadership 72

Leadership Customer Service Books Customers 72

Maz Iqbal

DECEMBER 22, 2014

I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer. I am clear that folks in business care about customers. What Has This To Do With Leadership?

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

BlueOcean

FEBRUARY 17, 2022

At a time when just about everything you can think of in terms of goods and materials seems to be experiencing a shortage and it feels like each week, new crises abound, companies simply can’t afford to run short of excellent customer care. Buy-in, collaboration, and adaptability are key elements of a successful BCP. A Brief Example.

Contact Center 156

Contact Center Customer Care 2020 Measurement 156

BlueOcean

MAY 13, 2021

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care ROI E-support Contact Center 61

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity.

Reference 156

Reference Customer Care Culture Leadership 156

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Will customers care about this improvement? It’s all about the customer! Leadership is about integrity.

2015 217

2015 Leadership Innovation 2014 217

Lithium

MAY 7, 2024

Khoros Communities Dev Lab | Virtual Meetup Join us for a developer meetup that includes insights from product leadership about the Khoros Communities: Aurora SDK, a live Q&A session, and the chance to collaborate with fellow developers in virtual breakout rooms.

2024 52

2024 Social Media Webinar Download 52

CSM Magazine

APRIL 3, 2024

In today’s digital-first world, customer service outsourcing to India stands as a strategic move for businesses seeking not just to thrive but to revolutionize their approach to customer support. This synergy enables businesses to access services that are at the forefront of customer support innovation.

Customer Service 40

Customer Service Customer Care Innovation Technology 40

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 140

Customer Experience Net Promoter Score 2021 Transportation 140

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. Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Old school, cheesy, but totally on-point.

Culture 244

Culture 2019 Contact Center Leadership 244

CSM Magazine

MAY 16, 2024

Helen Wilson, Chief Operations Officer at Atom Bank; Heather Drinkwater, Head of Operations at Benenden Health; and Joe Quinliven, Head of Customer Care at Gousto, all shared their wisdom as contact centre and customer service leaders. That means living customer-centricity from the C-suite down. Tap into your data.

Customer Service 52

Customer Service Banking Consulting Events 52

Experience Investigators by 360Connext

JANUARY 26, 2015

It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! I totally get it.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

CSM Magazine

FEBRUARY 5, 2019

Negative Leadership. In relation to leadership, it’s time to replace our old negative characteristics with new, better and more positive ones. Perfecting your leadership skills takes time – and there will always be room for improvement. And remember, with change comes greater opportunity for growth. Conclusion.

Leadership 40

Leadership Contact Center Travel Communication 40

Brad Cleveland Blog

MARCH 3, 2016

No matter how big or experienced your competitors are, quality customer care is a business’ most powerful differentiator. … Continue reading → The post Great Service Is a Leadership Responsibility appeared first on Brad Cleveland. The talk focused on how great service must emanate from the top.

Leadership 26

Leadership Presentation Customer Care Contact Center 26

BlueOcean

SEPTEMBER 4, 2019

Success – and the satisfaction of your customers – comes from having the right people in the right place at the right time doing the right things. Depending on the size of your company, staffing, alone, for the customer care center can be a significant task requiring a huge investment of time and resources from your talent acquisition team.

Contact Center 159

Contact Center Customer Service Customer Care Customers 159

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. On-site pitching and negotiations are critical to establishing long-term strategic partnership with your customer care outsourcer.

Contact Center 294

Contact Center Travel 2020 Culture 294