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

Experience Investigators by 360Connext

AUGUST 23, 2022

” — as the baffling reason employees aren’t understanding customer experience. It seems so obvious that employees should: Put the customer first. Get the right information to the customer. Call customers by their name. But what if: the customer is incorrect. the right information is hard to find.

Retail 143

Retail Innovation Interaction Information 143

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . How did this happen?

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. at Blue Ocean. at Blue Ocean. Constant and Effective Communication.

Contact Center 156

Contact Center Transportation 2014 2020 156

Eptica

JANUARY 5, 2021

Author: Pauline Ashenden - Demand Generation Manager As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme. Read the full?

2020 104

2020 Blog 2021 Article 104

Experience Investigators by 360Connext

SEPTEMBER 2, 2020

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. The answer is a Customer Experience Mission. The answer is a Customer Experience Mission. The purpose is based on the outcome for customers and the brand.).

Brands 214

Brands Airlines Hotels Apparel 214

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. Building Your Outsourced Customer Care Team. Initial Meeting and Plan Development.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Unleash the chatbot!

Customer Experience 52

Customer Experience 2007 2009 Customer Service Strategies 52

Experience Investigators by 360Connext

JUNE 8, 2021

It’s like the secret everyone knows – predicting the future is HARD. Many organizations are benefiting from leveraging machine learning and artificial intelligence tools to isolate data points that can help predict next actions and future customer desired outcomes. How to Look for & Consider Customer Experience Clues.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Experience Investigators by 360Connext

APRIL 14, 2020

It’s one of the most useful tools you have in your customer experience toolbox at this moment. Customer Journey Maps are a great resource, especially in times of change like these. To uncover duplication of efforts or ways our siloed organizations create inefficiencies or irritations for your customers.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

Method:CRM

MAY 1, 2023

You’ve gathered all the customer information you can dream of through your CRM system, but now what? How do you make sense of the CRM and customer experience data you’ve worked so hard to collect? Read on to learn more about how you can use your CRM and customer experience data to its fullest potential. Ticketing systems.

Customer Experience 93

Customer Experience Customers Customer Service Interaction 93

Experience Investigators by 360Connext

JUNE 16, 2020

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Put the customer at the center of your efforts. Why does reducing customer effort matter? Your customers are working too hard.

Effort Score 214

Effort Score Contact Center Touchpoint Customer Journey 214

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Beyond Philosophy

AUGUST 11, 2022

Many of my followers weighed in with their own experiences that tell a truth that is hard to swallow, the world has changed for good, but it’s not good for customers. She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Mandy is right.

Airlines 146

Airlines Net Promoter Score Culture Travel 146

ShepHyken

SEPTEMBER 23, 2020

We just skate hard, pass a lot and occasionally score a goal. I was asked an interesting question in an interview about a lesson I learned from a personal experience, and my hockey experience is the perfect example. What does this have to do with customer service and business? Let’s say you have a customer that is upset.

Travel 132

Travel Customer Service Training Customer Service Information 132

SurveySensum

DECEMBER 26, 2023

A product with exceptional customer service Or a bug-free product? In the ever-evolving landscape of business, the ongoing debate regarding whether customer service or bug-free product should take precedence continues to fuel discussions. If my internet never worked but the service was great, I would still cancel my plan.

Customer Service 52

Customer Service Exceptional Customer Service Loyalty Demo 52

Team Support

AUGUST 17, 2022

The concept of customer experience has become one of the main focuses of customer-facing teams, and for good reason. The customer experience is at the forefront of everything a company does for its customers, whether it's the products and services they provide or the simple, everyday interactions between them.

Customer Experience 98

Customer Experience B2B Customer Centricity B2C 98

ShepHyken

MARCH 23, 2022

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again I cover the concept of being nice. After all, isn’t that a big part of customer service? Some say, “Practice makes perfect,” but that isn’t necessarily the case here. They are a big part of why customers say, “I’ll be back!” .

Books 126

Books Customer Service Training Reference Presentation 126

Call Experts

FEBRUARY 17, 2022

How do you improve customer service? The answer always lies in your customer experience. Great experiences lead to loyal customers who buy more from you in the future. When you take care of customers from start to finish, they will always come back and refer others to your business. Listen to your customers.

Contact Center 98

Contact Center Customer Service Social Media Call Center 98

BirdEye

APRIL 5, 2023

Nailing down the perfect name is crucial in building a rock-solid brand. Here are seven tips to keep in mind so that you come up with a name you’re proud of and that helps you attract customers. Avoid complicated words or funky spellings that will leave your customers confused and scratching their heads.

Government 98

Government Social Media Consulting Brands 98

Win the Customer

OCTOBER 6, 2020

This is a perfect opportunity to spotlight an employee and their accomplishments. There are some super fun and modern ways to recognize your employees and their hard work. Sometimes, you notice an employee working especially hard to reach a goal. This merit-based incentive motivates employees to work hard to reach their goals.

Customer Service 76

Customer Service Financial Social Media Travel 76

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?”

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

BirdEye

NOVEMBER 27, 2023

It is dealing with difficult customers. When customers are hard to deal with, the saying “the customer is always right” matters more than ever. It means you must try your best to make customers happy, especially when things get tricky. We dive into the types of customers you’re probably dealing with.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

CSM Magazine

FEBRUARY 3, 2023

Dan Darcy, Chief Customer Officer at Qualified , explains how business leaders can double down on amazing customer experiences to not only cut costs but grow despite a tough economy. We all know it’s more expensive to bring on a new customer than it is to retain an existing one. Some customers drop out of the market entirely.

Customer Service 52

Customer Service Chief Customer Officer ROI Social Media 52

CSM Magazine

APRIL 28, 2021

Some brands go beyond loyalty and seem to spark a genuine love affair with their customers. There’s no reason why financial services firms shouldn’t be as beloved as technology providers, High Street coffee chains or soft drink brands. If that’s not deserving of a little love, it’s hard to know what is. Committing to customers.

Financial 98

Financial Banking Loyalty Brands 98

SurveySensum

FEBRUARY 23, 2020

We all know that great customer experience (CX) can take our business to new heights, get people talking about our company, and set up our business for financial success. Poor customer experience, however, can do the opposite. Customer experience mistakes can cost our business quite a lot in lost revenue. And how to fix them!

Customer Experience 52

Customer Experience Omnichannel Feedback Social Media 52

Hello Customer

MAY 6, 2021

More and more companies seem to get on the train of customer centricity, well sort of. Organizations understand the importance and urgency that customer centricity brings, but few companies get it right. During our last webinar , Steven Van Belleghem and our CEO Leslie Cottenjé discussed the matter of extreme customer centricity.

Customer Centricity 98

Customer Centricity Contact Center Hospitality Employee Experience 98

ShepHyken

APRIL 21, 2023

He writes about how successful brands have built consistency and reliability into their customer service. Consistency in customer service is key. Your customers are no different. Top brands are built on consistent and reliable customer service. Trust is hard to earn and easy to lose.

Customer Service 62

Customer Service Customer Satisfaction Definition Social Media 62

ShepHyken

DECEMBER 14, 2022

People have a hard time deciding what to do or where to go and worry about missing out on a fun experience, a business opportunity, and more. We talked about different customer service and experience topics, and he casually mentioned FOMU. I want to take the idea of FOMU to the customer service world. .

Customer Service Training 75

Customer Service Training Culture Customer Service Information 75

Comm100

MARCH 30, 2021

Companies across industries slashed their budgets to accommodate the economic downturn, all while scrambling to meet new health guidelines and escalating customer demands. Fortunately, the situation is far from hopeless: omnichannel customer service answers these problems and more. What is omnichannel customer engagement?

Omnichannel 105

Omnichannel 2021 Customer Engagement Engagement 105

Hello Customer

APRIL 16, 2020

If you are familiar with Steven Van Belleghem, you'll know that he recently provided a full slide deck on how to focus on customer experience during and after the corona crisis ( Link to the slides here ). These all add value at the moment and will strengthen your customer relationships. The questions in Hello Customer.

Measurement 72

Measurement Effort Score NPS Metrics 72

Retently

JANUARY 19, 2023

After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. In other words, to be successful, a business has to find a suitable market, define its needs and fulfill them with its products or services.

Measurement 158

Measurement Marketing 2007 Competitive Advantage 158

Optimove

JUNE 15, 2023

Or a hell-bent on ensuring your customers are continually engaged – aka ‘scheduled’ SMS marketer? That’s the magic that happens when you respond to specific customer actions or events as they happen. Of course, many customers bite, but a few cart abandonment can be left behind. You’re a growing finance brand.

Marketing 98

Marketing Return on Investment E-support Events 98

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. 15 Qualities You Need To Get A Good Customer Service Job by James Spillane. Business 2 Community) Are you interested in getting a customer service job? Are You Using the Right Customer Experience Analytics?

Article 67

Article 2022 Customer Service Customer Retention 67

Customer Bliss

JANUARY 12, 2017

Hopefully you have eyes on a customer strategy for this year. I’ll show you the five-competency maturity map in a second, but you can also think of this customer strategy as “crawl, walk, run.” Customer strategy: The five-competency maturity map. Customer strategy: Commit. It’s early 2017 now.

Chief Customer Officer 197

Chief Customer Officer 2017 Leadership Customers 197