Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customer Centricity Customer Expectations Customers 20

TechSee

APRIL 3, 2018

Harvard Business Review reports that providing customers with short tutorials on product features before disengaging can reduce churn by 6%. Customer care and support – TechSee. The relationship with your customers only begins with the sale.

Customer Retention 141

Customer Retention Technology Multi-Channel Customer Satisfaction 141

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. I … Continue reading → The post Social Customer Care: Listen, Learn, and Dialogue appeared first on Brad Cleveland. Listen Begin by listening.

Customer Care 26

Customer Care Customers Multi-Channel Social Media 26

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Customer Care 20

Customer Care Customers Multi-Channel Social Media 20

Brad Cleveland Blog

FEBRUARY 16, 2017

Let me give you three steps that are absolutely fundamental in delivering services through social channels. Listen Begin by listening. You don’t just walk into a room and start talking, and that’s just as true in the social world.

Customer Care 20

Customer Care Customers Multi-Channel Social Media 20

Brad Cleveland Blog

AUGUST 15, 2014

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Social Media 20

Social Media Customer Care Customers Multi-Channel 20

Brad Cleveland Blog

AUGUST 15, 2014

According to ICMI’s recent research report The Normalization of Social Customer Care, 73% of organizations report having a social media presence, but only 39% formally support it as a customer care channel. That leaves 34% of organizations with a presence, but without customer care for social media.

Social Media 20

Social Media Customer Care Customers Multi-Channel 20

ProProfs Chat

JULY 29, 2020

From the first telephone call made by Alexander Graham Bell in 1876 to the billions of phone calls that connect people every day, we’ve come a long way. The crux of the matter is that although phone support has evolved over the years, it still is light years away from meeting customer expectations. Personalize Every Single Call.

Call Center 85

Call Center Customer Experience Multi-Channel Social Media 85

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes. What Are the Benefits of Customer Service Software?

2022 98

2022 Customer Service E Commerce E-support 98

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

Omnichannel 63

Omnichannel Contact Center Fashion Consumers 63

NICE inContact

AUGUST 6, 2019

1) Centrally managing next generation digital interactions in the contact center. Today in most company’s ownership of digital channels is siloed outside the contact center, typically in marketing. 2) Adding support for digital messaging and real-time channels.

Omnichannel 54

Omnichannel Contact Center Fashion Consumers 54

Natalie Petouhof

MARCH 7, 2016

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. Is Your Brand Ready ?

Innovation 49

Innovation Customer Engagement Engagement Contact Center 49

Comm100

DECEMBER 11, 2017

Having an organizational framework that is aligned with customer experience is important because all the employees have to chip in. Knowing your customer allows you to select the best communication channels to use for better CX. Here are 10 first steps to improve your customer experience. Customer-Focused Culture.

Customer Experience 47

Customer Experience Social Media Multi-Channel Culture 47

NICE inContact

JUNE 18, 2019

Trends have moved away from phone service and email, and if you didn’t know that customers demand digital-first omnichannel solutions, you probably aren’t listening to your customers. Customers want more options for customer service, specifically social media and digital channels. 2) Ratchet up responsiveness.

Customer Service 54

Customer Service Omnichannel Social Media Net Promoter Score 54

Clarabridge

AUGUST 15, 2017

Contact center efficiencies are intrinsically linked to the customer experience your company delivers as a whole. Once you improve the customer experience, you’ll find that your contact center metrics improve too. Minimize or eliminate manual call disposition and avoid the expensive post-call work.

Contact Center 45

Contact Center Multi-Channel Call Center Call Recording 45