Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. The surveys showed that an increase in brand transparency was directly correlated to the company’s long-term sustainability within its market share. In our digital age, brand transparency is indistinguishable from social honesty.

Brands 69

Brands Social Media Airlines 2015 69

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Wireless 89

Wireless Customer Service 2015 2016 89

TechSee

JANUARY 29, 2019

Visual engagement is the key to an optimal customer experience, and computer vision is well positioned to take visual engagement to the next level using the power of automation. It can also help predict issues before they even happen, allowing a customer care team to avoid dissatisfaction or attrition. Rise of Computer Vision.

E Commerce 164

E Commerce E-support Sales Fashion 164

Tricia Morris

OCTOBER 22, 2015

Many enterprise brands and organizations are becoming increasingly challenged by an information problem: too much information, compounded by trouble managing it and delivering it to employees. The same Quantum Workforce 2015 Employee Engagement Trends Report also shows a direct link between engagement (highlighted above) and profit.

White Paper 104

White Paper 2015 Culture 2014 104

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. But there’s still a way to go, and for customer support to really thrive it needs the backing of the board – just like marketing and sales departments. Now onto the best of 2015!

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Jeannie Walters! – She has been helping companies improve retention, employee engagement, digital experience and social customer care for more than 15 years. If you have a story to share, let us know.

2014 104

2014 Customer Experience 2015 Contact Center 104

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

TechSee

APRIL 10, 2019

This initiative is the continuation of Verizon’s efforts to improve customer experience in telecoms, and the results of past CX projects speak for themselves. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Power’s 2018 U.S. Business Wireline Satisfaction awards.

Customer Experience 154

Customer Experience Customer Centricity Omnichannel Social Media 154

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care.

Social Media 106

Social Media Customer Service 2014 2015 106

Tricia Morris

SEPTEMBER 25, 2015

This year, nTelos Wireless showed its continued focus on the customer by making a major investment in delivering the best value and customer service experience, no matter what channel the customer prefers – and a big consideration in its investment was valuing their customers’ time. . A Focus on Customer Convenience.

Wireless 72

Wireless Customer Service 2015 Telecommunications 72

Tricia Morris

AUGUST 21, 2015

When asked what will be the most important business priority in their organization 12 months from now, respondents said (1) building strong relationships with customers over (2) promoting the company, product and/or brand. We are living in a post-sale, on demand, attention economy. ~ Ray” Wang. Michael Fauscette. Where to start? (1)

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

PeopleMetrics

JANUARY 12, 2015

Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Do you have a succinct definition of your customer experience goal? What are the most common suggestions for improvement from our most important customers? Which areas, regions, locations, or brands are under-performing?

Customer Experience 130

Customer Experience Net Promoter Score Wireless Customer Centricity 130

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center. Small Change Can Make a Difference.

White Paper 85

White Paper Engagement Customer Service 2015 85

BirdEye

OCTOBER 5, 2023

What’s the first thing that comes to mind when someone mentions your brand name? Today’s marketplace is competitive and transparent, so managing brand perception isn't just important - it's imperative. The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience.

Measurement 64

Measurement Brands Social Media Net Promoter Score 64

Clarabridge

AUGUST 28, 2015

Customers are making key buying decisions based on the interactions they have with brands on social media. Twitter and Facebook are always on putting customers just one click away from being able to reach out with complaints, questions, etc. In any customer service environment, flexibility is key.

Customer Service 75

Customer Service Social Media Customer Care 2015 75

Natalie Petouhof

DECEMBER 6, 2016

The agent browser user interface is now a single version, meaning it is compatible with versions of Oracle Service Cloud all the way back to May 2015 and upgrades will now happen with zero downtime. As the race to provide the best customer experience continues, brands must choose between more single point solutions vs large system platforms.

Contact Center 79

Contact Center ROI 2015 Document 79

C3Centricity

MARCH 15, 2018

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. 63% of millennial consumers agree they’re.

Retail 124

Retail Information Consumers Connections 124

Provide Support

AUGUST 30, 2016

According to the Sprout Social report 90% of people surveyed have used social media in some way to communicate directly with a brand. The bad news is that brands reply to just 11% of people leaving the majority of inquiries ignored. © 2003 - 2015 Provide Support LLC. But today, it’s not even a question. Read more.

Social Media 47

Social Media Brands 2003 Consumers 47

Provide Support

NOVEMBER 24, 2015

It goes without saying that today’s gigantic Twitter and Facebook user base makes brands more accessible than ever. Your brand is already online (whether you like it or not) and ignoring social media can be detrimental to your success as a company. © 2003 - 2015 Provide Support LLC. Published in Provide Support Blog , 2015.

Social Media 55

Social Media Customer Service 2003 2015 55

C3Centricity

MAY 25, 2020

A 2015 Capgemini and EMC study called “Big & Fast Data: The rise of Insight-Driven Business” showed that: 56% of the 1,000 senior decision makers surveyed claim that their investment in big data over the next three years will exceed past investment in information management. 63% of millennial consumers agree they’re.

Technology 121

Technology Information Consumers Retail 121

Martin Hill-Wilson

JUNE 8, 2015

How Customers Left Brands In The Dust. There are many landmark points of transition going on right now that show this appetite: According to eMarketer, 2015 will be the year when UK adults spend more time every day ( 2 hours 26 minutes) with their mobile devices than traditional desktop or laptop computers ( 2 hours 13 minutes ).

Multi-Channel 67

Multi-Channel 2015 Insurance 2003 67

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons.

Net Promoter Score 40

Net Promoter Score 2015 Call Center 2013 40

Martin Hill-Wilson

SEPTEMBER 2, 2015

I’ve come across quite a few of the brands that offer social customer service here in the UK. All of whom managed to dominate the top five positions in the last quarterly review of most socially empathetic brands on FTSE 100, 300 NASDAQ and NYSE. Even the celebrated brands are still early in their journey.

Customer Service 55

Customer Service 2015 Customers Customer Journey 55

CSM Magazine

JULY 27, 2015

Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore. Rebecca Eclipse, Chief Customer Experience Officer, Globe Telecom, Philippines.

CEM 40

CEM 2015 E-support Customer Centricity 40

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care.

Social Media 48

Social Media Customer Service 2014 2015 48

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link] /. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Clarabridge

SEPTEMBER 2, 2015

Without a proper tool, you can leave your customer care agents juggling between multiple social media profiles and tools, trying to keep pace with the high volume of incoming social media mentions. Enterprise software provides you with robust, powerful features to manage your brand at a large scale. A Wealth of Features.

Social Media 73

Social Media Competitive Advantage 2015 Customer Success 73

Comm100

NOVEMBER 13, 2022

A Complete Guide to Omnichannel Customer Service. The state of customer service is always changing, and brands must keep up. Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. Founded: 2015.

Omnichannel 98

Omnichannel Customer Service Social Media Healthcare 98

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Innovation 45

Innovation Management E-support Contact Center 45

Clarabridge

NOVEMBER 24, 2015

Make your social channels into customer care hubs : Getting up early the day after Thanksgiving to wait in line for Black Friday deals is an emotional decision. If your customers’ expectations aren’t met, their reactions can range from disappointment to frustration to anger—so you need staff ready and able to take quick action.

Feedback 40

Feedback Retail Social Media 2013 40

Stella Connect

MAY 4, 2017

These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. If you want to come away feeling inspired, energized, and enthusiastic about the possibilities for your brand, you’ll no doubt enjoy all five keynote presentations.

Contact Center 40

Contact Center Presentation Culture Customer Centricity 40

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. A Global Guru poll established him as one of the top ‘Customer Service Gurus’ in the world.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Talkdesk

DECEMBER 18, 2017

Recently, a McKinsey survey pointed out that text-based communications channels like web chat, social media and email will grow from 30 percent of all customer care interactions in 2015 to as much as 48 percent in 2020. This is a huge opportunity, but only if a brand is able to respond quickly and effectively.

Magazine 40

Magazine Social Media 2015 Contact Center 40

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. In 2015, Amy was promoted to Director, Marketing and Communications, and then Director, Sales and Marketing in 2018.

Sales 156

Sales Marketing 2010 2015 156

Qualtrics

DECEMBER 3, 2021

Not only that, but customers care more about employee experience than ever. COVID-19 sped up the adoption of digital technologies by three to four years , changing everything from customer experience to supply chain to internal operations. In 2020, 20% of the population of the US was retired, a 5% increase from 2015.

Customer Experience 49

Customer Experience 2021 Employee Experience Hospitality 49

Natalie Petouhof

MAY 9, 2016

The conference was also graced by a number of customers who are on the journey with Oracle to provide not only better UX for their employees to use the software but also to develop the best in class suites to better service their customers. Look forward to an up coming case study on a brand called Elaine Turner.

2016 40

2016 Social Media Banking 2015 40