BlueOcean

NOVEMBER 25, 2019

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents. Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Customer Kudos. Maybe all-time.

2019 156

2019 Customer Service E-support Interaction 156

BlueOcean

JANUARY 21, 2019

Blue Ocean, a world leader in customer care solutions, was named a finalist in the “Customer Service Team of the Year – Recovery Situation” category in the 13th Annual Stevie® Awards for Sales & Customer Service. Our Professional Operations Team has already made raving fans out of our client and their customers.

2019 204

2019 Customer Service Insurance 2017 204

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. That’s why you need to know how to improve customer service using social media.

2019 114

2019 Article Customer Service Social Media 114

ShepHyken

JULY 22, 2019

Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Improving Social Media Customer Service by Fara Haron. My Comment: Companies are using social media customer care/service to increase loyalty and gain market share. Do your customers talk about you?

2019 115

2019 Article Social Media Customer Service 115

Russel Lolacher

MARCH 8, 2020

Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens. 1) If They aren’t Your Customers Now, They will Be. Millennials aren’t young. 3) They’re Tired of Your Tired Marketing.

Customer Care 80

Customer Care Social Media 2018 2019 80

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? Which-50) Every marketer has heard a horror story where a brand went viral for horrible customer experience with social media enhancing the frequency of those stories twofold.

2019 96

2019 Article Social Media Customer Service 96

ShepHyken

AUGUST 5, 2019

Each week I read a number of customer service and customer experience articles from various resources. 3 Small Aspects Of ‘Customer Experience’ That Make A Big Competitive Difference by Gary Lyng. 3 Strategies for Humanizing the Digital Customer Experience by Vibhas Ratanjee and Teresa Tschida. Here are the big trends.

2019 104

2019 Article Customer Service Customer Relationship Management 104

BlueOcean

MARCH 31, 2021

What do mattress sales, wildlife populations, and peak customer service times all have in common? COVID-19 has significantly impacted customer behaviors and expectations. In fact, in a survey from Noble Systems , almost 54% of respondents claimed to have noticed behavioral changes in their customers over the last 12 months.

Tourism 156

Tourism Contact Center Customer Care 2020 156

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. “Customer experience and employee experience are now two of the driving forces of business.

2019 58

2019 Customer Experience Competitive Advantage Customer Care 58

Oracle

FEBRUARY 5, 2019

Customer experience (CX) is having a moment. More attention and more resources are flowing as organizations realize that CX just may be the centerpiece of their master plan for customer acquisition AND customer retention (not to mention employee satisfaction). What CX Leaders LOVE in 2019. Don’t miss it!

2019 92

2019 Customer Experience Leadership Webinar 92

NetBase

MAY 17, 2019

Is creating experiences enough to win you loyal customers for life? Similarly, beauty brand L’Oreal’s collaboration with singer Camila Cabello had them dominating with 36% of all mentions in that category in the Netbase Social Media Industry Report 2019: Luxury Brands. Customer Care Isn’t a Luxury. Maybe, maybe not.

Customer Care 52

Customer Care Engagement Fashion Social Media 52

ShepHyken

APRIL 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Service Is Poised for an AI Revolution by Vala Afshar. ZDNet) AI is viewed by customer service decision makers and agents alike as a boon to the customer and employee experience.

2019 98

2019 Article Customer Service Social Media 98

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

BlueOcean

FEBRUARY 25, 2019

It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member. But first – What is a Kick-Ass Customer Experience Anyway? So, what does it take? Engaging Your Frontline Agents.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

NICE inContact

SEPTEMBER 5, 2019

Advances in Artificial Intelligence (AI), conversational chatbots , self-service and digital channels all contribute to an improved customer experience – but what kind of risks come with adopting AI? But first, be sure to review our latest 2019 NICE inContact CX Transformation Benchmark. Where can AI add the greatest benefits?

Customer Care 55

Customer Care Contact Center Call Center Webinar 55

BlueOcean

FEBRUARY 25, 2019

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie Award ® in the “Customer Service Team of the Year – Recovery Situation” category in the 13th annual Stevie Awards for Customer Service. Our Pro Ops team members are true all-stars to Blue Ocean, to our client, and to our client’s customer.

2019 136

2019 Customer Service Contact Center Insurance 136

ShepHyken

FEBRUARY 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top Technology Trends That Will Reshape The Customer Experience In 2019 by Puru Govind. 3 Customer Loyalty Trends for 2019 by SmarterCX Team. Retail Customer Experience) With nearly 3.8

2019 60

2019 Article Customer Service 2018 60

Think Customers

FEBRUARY 11, 2020

At its core, excellent customer support is about making your customers feel understood and appreciated by your business. The last 13 I’ve been in the customer service department and I like to say that I’ve never had the same day twice. So clearly our customers want it to be faster and easier. And we introduced a chatbot.

Customer Care 52

Customer Care Contact Center B2C B2B 52

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. Let’s dive right in.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

2019 77

2019 Customer Service Customer Care Customers 77

CSM Magazine

JANUARY 17, 2020

The needs of car insurance customers have never been so complicated. For instance, Root, which raised another $350 million in 2019, uses AI to assess the individual risk level based on driving behaviours and patterns and then matches each driver to the right car insurance policies. What matters most to the customers?

Insurance 52

Insurance Customer Care Financial Omnichannel 52

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends. But now what?

Travel 156

Travel 2021 Customer Care 2019 156

BlueOcean

DECEMBER 10, 2019

In 2019, Blue Ocean launched a brand-new website to better serve our web visitors with a more engaging, intuitive experience (we hope you’re enjoying it!) We also published loads of content to share our insights and experiences in the world of customer care. The True Cost of Losing a Customer.

2019 31

2019 Blog Contact Center Customer Service 31

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

2020 156

2020 Customer Service Insurance 2017 156

Interactions

JANUARY 16, 2019

With a new year upon us, we’re looking forward to all of the exciting things Intelligent Virtual Assistants can bring to the customer care table. We wrapped up 2018 with a look back at the year’s biggest customer care trends , and we’re excited to see what 2019 has in store for the technology industry.

2019 59

2019 Omnichannel Customer Care 2018 59

TechSee

DECEMBER 31, 2019

Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. As 2019 comes to a close, they must better prepare for the new decade and beyond.

2020 136

2020 Customer Service Contact Center Social Media 136

Avaya

MARCH 19, 2019

This blog was first published Jan 31, 2019 on the C3i Solutions blog. It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. However, poor customer service can impact the bottom line. You can read more about the Spiceworks survey here.

Social Media 45

Social Media 2019 Poor Customer Service Customer Care 45

Hallmark Business Connections

MAY 27, 2021

We care about our employees. We truly value our customers. “In 2019, for example, the Forrester CX Index revealed that a majority of companies were stuck, failing to improve their CX scores in any meaningful way. As they participate, they begin to listen to customers with a more heightened awareness.

Connections 92

Connections Customer Care 2021 2019 92

Team HGS

JANUARY 9, 2019

HGS Roundtable: Top Customer Experience (CX) Trends in 2019. Each year, we publish our list of top customer experience (CX) trends —our on-the-ground forecast of how BPO partners will be called on to cost-effectively address the next year’s CX and service needs. But some would say our industry is hitting its stride.

2019 40

2019 Customer Experience Social Media 2024 40

NetBase

DECEMBER 3, 2019

. Customer experience (CX) stories are everything – and social analytics gives brands access to all of it. Why are very obvious customer needs and wants left unmet in many categories? The 2019 Consumer Experience Analytics Report: EMEA has answers! Those ways include: Understanding every part of the customer journey.

2019 52

2019 Entertainment Insights Social Media 52

Calabrio

MAY 28, 2019

At Calabrio we take a customer-first approach in everything we do. From our corporate culture to our business practices, it’s always our goal to make our nearly 5,000 global customers feel like one-in-a-million. Today, our customers have made us feel like one-in-a-million. out of 5 as of May 23, 2019 for WEM.

2019 79

2019 Insights Engagement Management 79

ShepHyken

OCTOBER 21, 2019

Each week I read a number of customer service and customer experience articles from various resources. CustomerGauge) In our latest eBook, we asked some of the top CX experts and influencers to discuss how B2B companies they’ve worked with have revolutionized their customer experience. Why Focus On Customer Experience?

Article 79

Article 2019 Customer Service B2B 79

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. Where Does Customer Care Sit in All of This?

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. The company won a Bronze Stevie in 2017 and a Silver Stevie in 2019. About Blue Ocean.

2020 156

2020 Contact Center Insurance 2017 156

Maru Group

JANUARY 16, 2019

The digital customer experience has never been so important for retailers. It’s why we’ve once again undertaken our renowned online benchmarking study to understand what makes a winning digital customer experience in 2019. Our industry-renowned Retail Benchmark report will be released in early 2019.

2019 45

2019 Retail Customer Experience Touchpoint 45

Helpware

JUNE 21, 2019

We are thrilled to announce that Clutch has named Helpware their number one customer care service provider of 2019!

2019 40

2019 Customer Service Customer Care Customers 40

Oracle

JUNE 11, 2019

At ModernCX 2019 , Brian Fanzo, Millennial Keynote Speaker and CEO of iSocialFanz took over as interviewer and met with Ann Handley , WSJ Best-Selling Author & Digital Marketing Pioneer, on the show floor to discuss the true meaning of customer experience and how it’s evolving this year. Copyright © 2019 Oracle.

2019 46

2019 Customer Experience Events Touchpoint 46