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. Agent Hiring/Training. Labor Market.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

BlueOcean

OCTOBER 6, 2020

Are their values still clearly aligned with your brand? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

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

InMoment XI

AUGUST 2, 2023

What we can Learn From the top Brands in the UK One size doesn’t fit all, but knowing essential NPS best practices that can fit any program is a great place to start. While reports and data can offer valuable insights, the most authentic and relevant information comes directly from your customers.

NPS 260

NPS Customer Centricity Culture Automotive 260

COPC

JUNE 22, 2017

A new research report titled Customer Experience Management Benchmark (CXMB) Industry Insights: Retail was recently published by COPC Inc. Topics include comparisons between online, in-store and mobile shoppers in the United States, and consumer opinion toward the retail customer experience.

Customer Care 40

Customer Care Retail Loyalty Insights 40

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Customer Engagement Metrics Amplified. By doing this, they can: * Better understand and capture all customer conversations. Let’s look at it in action.

Insights 60

Insights Brands Social Media Fashion 60

InMoment XI

OCTOBER 5, 2023

A lot of customer experiences hinge on your contact center’s effectiveness, which is why it’s important to ensure it’s a resource your customers find helpful, professional, and expedient. This frees your call center agents up to deal with more complicated problems while also reducing call volumes, saving your brand both time and money.

Contact Center 486

Contact Center Call Center Social Media Employee Experience 486

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Social Media Feedback Loyalty 52

InMoment XI

JANUARY 23, 2024

The Google Local Guide program features a global community of users that companies can engage with to support their marketing activities, build brand reputation, manage online reviews and ratings, and improve online search visibility and exposure. Connection line over the map, Navigation concept.

Management 260

Management Feedback Information Brands 260

Inbenta

NOVEMBER 9, 2021

Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Consumers expect immediacy, personalized, and flawless interactions with their favorite brands and they expect the same from their banks. Banks need to engage with their customers in the right way and in the right channels.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

CSM Magazine

NOVEMBER 1, 2022

Zenarate , the leading Simulation Training solution, today announced the release of the Consumer Edition of the 2022 CX Leaders Trends & Insights report. Zenarate partnered with Execs In The Know to gather current consumer preferences and perceptions related to customer service and customer experience channels.

2022 52

2022 Consumers Insights Telecommunications 52

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

ClearAction

SEPTEMBER 3, 2018

Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Both of these orientations tend to be company-serving rather than customer-focused.

Customer Care 54

Customer Care Customer Centricity Metrics Social Media 54

CSM Magazine

DECEMBER 3, 2019

Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. The Dynamic AI system has unique precision reasoning module, steered and controlled by the customer care department. It starts doing automation when it considers it is process knowledge confident.

Customer Care 52

Customer Care Competitive Advantage 2014 Definition 52

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Private Brand (PB). Understanding your Customers.

Brands 73

Brands Rewards Programs Loyalty Fashion 73

NetBase

MAY 8, 2020

And we’re sharing five brands that are beating the odds and winning eCommerce buzz during a global pandemic. That’s valuable consumer intelligence to inform future campaigns: During times like these – and anytime, really – it’s important for brands to be listening and staying ahead of their customer’s needs. Quite a feat!

Brands 64

Brands Social Media Consumers Insights 64

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. What does it take for your business to create remarkable experiences for your customers?

Customer Care 156

Customer Care Social Media Customers Loyalty 156

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Zeisler Consulting

NOVEMBER 8, 2023

Here, define CS as Customer Support, Customer Service, Customer Success, or Customer Care (that last one is actually CC, but you get the drift). That’s an important part of the CX world, and what goes on in that organization surely impacts a brand’s CX. But CX is not CS. At least not just CS.

Contact Center 93

Contact Center Customer Care Insights Definition 93

Think Customers

FEBRUARY 11, 2020

So clearly our customers want it to be faster and easier. How does this insight translate to creating a good online user experience? Some customers like real-time feedback. So you have to reinvest in the staff, the people that actually communicate our brand out to our customers.

Customer Care 52

Customer Care Contact Center B2C B2B 52

NetBase

JANUARY 2, 2020

So, here are five ways brands must resolve to listen better in 2020 if they want to be counted among the success stories. Resolution #1: Brand Health & Proactive PR. Brand health has to be a top priority these days, regardless of the space your business inhabits. Resolution #2: Customer Care. Absolutely.

2020 60

2020 Brands Social Media Consumers 60

CSM Magazine

SEPTEMBER 14, 2023

At the center of the research findings, the lynchpin to standout customer experiences is a strong dedication and discipline to CX fundamentals, such as people, training, and robust processes, that layer in advanced technology, and not vice versa. email, chat, live, social, etc.)

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

NetBase

DECEMBER 27, 2019

Brands spend lots of time and money creating logos – and for good reason. It helps businesses monitor for brand health; see just how effective their imagery is ‘in the wild’; and, super importantly – capture copious amounts of competitor and consumer experience insight to inform strategy! Why would brands need to do that?

Brands 67

Brands Competitive Advantage Social Media Consumers 67

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Private Brand (PB). Understanding your Customers.

Brands 48

Brands Rewards Programs Loyalty 2018 48

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

BlueOcean

AUGUST 14, 2019

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. Their corporate success is dependent on delivering a brand-enhancing customer experience.

Contact Center 174

Contact Center Customer Care Culture Brands 174

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 76

Customer Experience Net Promoter Score 2024 Customer Care 76

Magellan Solutions

SEPTEMBER 9, 2020

On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust. It is proven that 62% of customers are expecting to see a live chat feature available on mobile devices and 82% of them would gladly use it, proof that this support tool is effective and helpful to consumers. .

2020 52

2020 Insights B2C E-support 52

Zeisler Consulting

JANUARY 9, 2024

I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part within CX. a failure of CX). Wow, did that strike some people!

Contact Center 93

Contact Center Customer Care Article Brands 93

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fourteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Social Media Financial 52

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. They explored ways they are using social media insights to boost their marketing strategy. Jane Fieldsend, Social Insights Manager, L’Oréal. But how does this look? Let’s check out a recap!

Social Media 40

Social Media Insights Marketing Consumers 40

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. They explored ways they are using social media insights to boost their marketing strategy. Jane Fieldsend, Social Insights Manager, L’Oréal. But how does this look? Let’s check out a recap!

Social Media 40

Social Media Insights Marketing Consumers 40

NetBase

AUGUST 15, 2019

What is being said about your brand online right now matters. So, which conversations and resulting “stories” do brands need to be aware of with their social listening ? How can a brand possibly have a handle on every story swirling around it online? Insight that would speed up the “connection” process by light years.

Brands 60

Brands B2C Social Media Customer Care 60

NetBase

JUNE 16, 2020

There’s a short list of “must have” items that every brand needs to succeed, and the right social intelligence tools certainly dominate much of it these days. Brands can make it one minute and break it the next with social media missteps. The possibilities for extracting insight are truly endless in this social intelligence tool.

Brands 60

Brands Social Media Metrics Consumers 60

NetBase

DECEMBER 2, 2019

We’ve all heard that consistency is essential to brand marketing, and it is – till it isn’t. And that point is when it crosses the line and becomes a brand killer. Brand Marketing Madness. When launching a new campaign or pursuing a new direction with your brand marketing, the excitement is palpable. It depends!

Brands 56

Brands Consumers Marketing Sales 56