Natalie Petouhof

SEPTEMBER 1, 2016

If a customer doesn’t get the help she needs, she often will not remain loyal – or worse, she will take to social media and tarnish the brand. The business results (cost savings or revenue generation) or the return on investment (ROI) for the social customer care initiative. How to Calculate Social Customer Care ROI.

ROI 45

ROI Social Media Airlines Customer Service 45

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Culture 12

Culture 2019 Engagement Net Promoter Score 12

Comm100

OCTOBER 30, 2017

This mentality often impacts corporate cultures and also reduces organizational efficiency due to teams working at cross-purposes. A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. but also email, live chat and social media responsiveness.

Contact Center 46

Contact Center Management Call Center Download 46