Customer Care Related Topics 
Bill Quiseng
JANUARY 11, 2023
Customers who are dissatisfied with your service rant about their no class experience to others. Customers who are satisfied with your service feel that their experience is good, not better, just average. So don’t just serve to sell your products or services to customers.
GetFeedback
MAY 19, 2021
An overview of customer care the role it plays in the overall customer experience. Articles
BlueOcean
NOVEMBER 11, 2020
For companies who outsource (or are thinking about outsourcing) their customer care, there is simultaneously a large degree of uncertainty and urgency. Change at an already tumultuous time is risky, but the need to serve your customers well is critical.
Experience Investigators by 360Connext
JANUARY 23, 2015
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it. Social customer care is going to be with us forever. Why not get better at how you’re serving customers there?
Speaker: John Goodman, Vice Chairman, CCMC, Customer Care Measurement & Consulting
Let's start making tech serve us rather than be a substitute for us. Let's empower our employees and give them the tools and strategies that will make even the angriest customer a loyal customer. Join John Goodman, Vice Chairman of Customer Care Measurement and Consulting and author of Customer Experience 3.0, and master customer rage for an insightful webinar on Wednesday, September 23, 2020.
Bill Quiseng
MARCH 30, 2022
We don’t offer customer service training. And the job of employees is to serve to satisfy the customer. In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University.
BlueOcean
MAY 20, 2020
How do we prepare customer care for crisis situations and ensure our capacity to serve customers? The post Redundancy: Preparing Customer Care for Crisis Situations appeared first on Blue Ocean. Redundancy. Business Continuity.
Bill Quiseng
JANUARY 3, 2022
Is customer service the frontline? Are we called to duty on the frontline battling customers? They care. So shouldn’t customer service be customer care? We are the Customer CARE team. We ENRICH the lives of every customer.
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. Customer Service Article
BlueOcean
JANUARY 6, 2020
Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution.
Bill Quiseng
FEBRUARY 22, 2022
These “Profits over People” traditionalists care about revenue dollars, market share, the stock price, bottom-line profits, even their competitors, more than their people. These traditionalists cared more about profits and didn’t care much about employees or customers.
BlueOcean
FEBRUARY 7, 2019
Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. How do we use that data to improve the customer experience? Changing this approach and perspective is the first step in becoming a brand that your customers love.
ShepHyken
MARCH 29, 2017
So, what does a social media marketing conference have to do with customer service? It’s been said that customer service is the new marketing. If that is true – and it is – then social media customer service is the updated version of that. And, if you’ve been following my work, you’ve heard me talk or write about how social media is a viable way to deliver amazing customer service. Customer service done right is one of your best marketing strategies.
Customercount
APRIL 16, 2020
Proper customer care will produce referrals, increase traffic and cause money to flow. The post Why you should care about customer care appeared first on CustomerCount. It minimizes complaints and creates efficiencies.
Steve DiGioia
JULY 23, 2020
The other day I heard some people complaining about poor customer service. One person complained that the store’s workers spent too much time talking to each other and seemed to not care that she was waiting in line. Talk about “customer care”, huh?
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Andrew Mcfarland
DECEMBER 19, 2017
When asked to explain the difference between customer care, success, and experience I explain my perspective in terms of a continuum. Customer care (or service) relates to a company’s ability to respond appropriately to customer inquiries. When a customer raises. Customer Experience What Is Customer Service? Continuum Customer Care Customer Success
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. Our strategy is about putting the customer first.
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 your enemy.
Hello Customer
MAY 19, 2021
Organizations have multiple touchpoints which define their level of customer centricity. Since it plays a critical role in defining the level of customer centricity within the organization it can’t be overlooked. Customer Experts.
BlueOcean
JULY 12, 2018
The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care. This is especially the case in the contact center, where your outsourcer handles critical interactions with your customer base. The Role of Chatbots in Customer Care. “
BlueOcean
OCTOBER 6, 2020
For clients with complex care scenarios – whether that is enterprise customer success management or providing critical support direct to consumers – change is never taken lightly. Total Value Returned Rate is a key metric that also has to be tied to customer retention.
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. CRM put another dimension on customer care metrics with profit-center orientation , intended to up-sell and cross-sell, increasing share of customers’ budget. Customer wait time during chat.
BlueOcean
SEPTEMBER 17, 2020
But you’re ready to implement and transition into your new outsourced customer care program so you’ve got to buckle up and buckle down. Here are the milestones you can expect along the way of implementing your outsourced customer care program.
BlueOcean
APRIL 15, 2019
The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement.
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. Our updated list of customer care RFP questions keeps these facts top of mind. Reporting Customization and Client Access.
Advantage Communications
APRIL 14, 2021
All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors. Customer Service Trends
Blue Ocean
JANUARY 20, 2023
If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. Our updated list of customer care RFP questions keeps these facts top of mind. Provide examples of standard and custom reporting.
BlueOcean
AUGUST 27, 2020
And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? The pandemic has put a thousand things on hold.
CSM Magazine
DECEMBER 16, 2021
Customers don’t call you to say goodbye when they’re fed up with your service – you could be losing them every day without knowing it, thanks to a poor customer care system. Benefits of the app include: Customer retention. Customer reviews.
Inbenta
NOVEMBER 9, 2021
Digital transformation has affected almost every industry, as organizations try to gain a competitive advantage and cater to changing customer demands. For years, customers have been demanding more from their financial institutions. AI AI Chatbot Customer Service
BlueOcean
MAY 11, 2020
Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? Evaluating Your Customer Care RFP Responses.
CSM Magazine
JUNE 27, 2022
Customers are enduring the pain of unprecedented price rises.And there is more to come this autumn when the Ofgem price cap will increase again. With so much attention on prices, it may seem irrelevant to talk about customer service. Customer Service Articles
BlueOcean
DECEMBER 8, 2020
The Solution: Our solution was contingent on establishing a clear view of what success would look like for our new client and a carefully crafted Statement of Work. Case Studies Contact Center Outsourcing Customer Service Outsourcing Kim Campbell
CSM Magazine
DECEMBER 3, 2019
Diversity of communication tools drives companies to develop omni-channel flexibility to stay in touch with customers and employees. Therefore, 5 years ago we decided at Dynamic AI to fully automate repetitive work in customer care in real-time. Customer Service Articles
CSM Magazine
SEPTEMBER 7, 2022
Learnship , the business language learning solution provider, announced the launch of Sprint Business Skills Customer Care today. The fast-paced, online learning solution helps customer service professionals acquire relevant English vocabulary to better communicate at work.
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