BlueOcean

JANUARY 6, 2020

To put it simply: focus on your holistic customer experience design before you add new channels. Each channel must prioritize issue resolution and promote customer confidence rather than get thrown into the mix as a “more is better” afterthought. Bolting on new channels with an ad-hoc approach is not the answer. Got 15 minutes?

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

InteractionMetrics

APRIL 16, 2024

Whatever you promote about your company sets up what customers expect. For instance, if your website bellows that customer care is one of your core priorities, then naturally, customers will expect above-average customer service. Clear Communication: Build trust with transparent, clear, and proactive communication.

Customer Experience 52

Customer Experience Definition Net Promoter Score 2023 52

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

ChurnZero

SEPTEMBER 7, 2023

Use these tips to encourage active participation, clear communication, and accountability among QBR attendees. Practice the communication imperatives of alignment, control, and affection. Alignment is understanding why the customer cares. Do you have a shared interest and objective? Are you working toward the same goal?

Presentation 52

Presentation Customers Engagement Customer Success 52

SurveySparrow

JANUARY 20, 2020

3 Provide information: After the purchase, there might be areas where the customer doesn’t know how to handle a situation. Do not make them call the customer care number although that should be an option. A simple non-response can put you in a place where you are vilified for not obliging to customer requests.

Measurement 52

Measurement Loyalty Programs Social Media Loyalty 52

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 101

Blog Omnichannel Average Handle Time Contact Center 101