Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care 59

Customer Care Transportation Social Media Government 59

TechSee

JULY 24, 2018

Visual communication creates intimacy and strengthens the connection between the organization’s representative and the customer, turning it into an interaction between two fellow human beings. Visual engagement has been proven to be a transformative medium for providing customer care. No color identification required!

Customer Centricity 104

Customer Centricity Culture Technology 2018 104

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Done well, it’s clear that the unique connection between agent and client brand is strong.

Contact Center 156

Contact Center Culture Leadership Call Center 156

BlueOcean

OCTOBER 7, 2024

Listen to the audio or read the article Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Done well, it’s clear that the unique connection between agent and client brand is strong.

Contact Center 156

Contact Center Culture Leadership Call Center 156

Interactions

MAY 22, 2019

As the weather heats up this time of year, vacation is the top thing on my mind and I start to book my summer travels. In my experience, the major problems with booking travel happen at the worst possible time. The survey that we conducted had more than 1,700 participants –both business and leisure travelers. Book flights?

Travel 48

Travel Hotels Hospitality Books 48

TechSee

JULY 29, 2020

A low rate means that staff are spending too much time on non-revenue generating tasks, such as traveling, filling out paperwork, checking inventory, clarifying information, or completing other administrative tasks – basically any time not spent directly involved in servicing customers. Collaborate Visually with Customer Care.

Travel 109

Travel Technology Consulting Connections 109

BlueOcean

DECEMBER 13, 2022

KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” Of course, what that emotional connection looks like is highly dependent on your target audience, but there are some common factors that build the foundation of loyalty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. Done well, it’s clear that the unique connection between agent and client brand is strong.

Contact Center 159

Contact Center Culture Leadership Engagement 159

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. The cherry on top of these considerations is the cultural alignment between your organization and your customer base. Are you dreading it?

2022 156

2022 Contact Center Customer Care Sports 156

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. Remember when customers were limited to using the telephone if they wanted to contact businesses? Whatever industry you’re in, you simply must have a social media presence these days.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

2016 0

2016 Article Net Promoter Score Customer Service 0

C3Centricity

MARCH 15, 2018

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” ” To summarise their six conclusions: Information-Savvy Customers Now Control the Marketplace. Let me know in the comments.

Retail 124

Retail Information Consumers Connections 124

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. According to an excerpt from his book on Entrepreneur.com, here are some typical costs for different industries: Travel: Priceline.com: $7.

CEM 113

CEM Books Consulting Travel 113

Russel Lolacher

JUNE 29, 2021

Everyone uses social media every day; it’s how we connect with people all over the world in a simple and fast way.” For example: DriveBC – operated by the fine folks at the TMC , this platform shares timely road information so travellers know what they need to know to move themselves, goods and services along our highways. (

Social Media 98

Social Media 2011 Travel 2010 98

CSM Magazine

NOVEMBER 15, 2024

When crafted carefully, a great slogan can inspire employees and elevate customer expectations. Think of a slogan as a brand’s calling card – a chance to showcase its unique voice, impress customers, and establish a connection that’ll last long after the first impression fades.

Customer Service 52

Customer Service Social Media Culture Innovation 52

Clarabridge

OCTOBER 23, 2015

Moreover, in a highly competitive environment, customer loyalty and customer retention is a key to provide customer care. As it costs 5 times the amount of money to acquire a new customer to retain an old one , customer loyalty is one of the top priorities for telecom brands. Travel & Hospitality.

Customer Service 64

Customer Service Transportation Social Media Hospitality 64

C3Centricity

MAY 25, 2020

The appeal of this alternative approach is confirmed by the results of SalesForce’s recent research findings reported in the “State of the Connected Consumer.” ” To summarise their six conclusions: Information-Savvy Customers Now Control the Marketplace. Let me know in the comments.

Technology 121

Technology Information Consumers Retail 121

ShepHyken

OCTOBER 19, 2018

Clothing outlets will be able to suggest certain sizes and colors — and let customers re-order their favorite pair of shoes as soon as they walk inside (and it will not require any human interaction). Cameron Halcomb • Customer Experience Consultant, Emarsys • @cam_hassler • LinkedIn. Simple, right?

Blog 112

Blog E Commerce Customer Service E-support 112

BirdEye

NOVEMBER 9, 2023

It’s like using a treasure map that guides you straight to the heart of your customer’s thoughts and experiences. These platforms handle feedback, connect with customers, enhance services, and guide your company to success. Insurance review sites collect customer feedback to shape your business’s narrative.

Insurance 111

Insurance 2023 Financial Feedback 111

ShepHyken

JUNE 16, 2017

As consumers, we can all relate to that point in your customer journey where you just need to talk to a real person. Businesses can better inform, empathize, and connect with customers by speaking on the phone. Voice, the oldest channel of communication, is still the most important for customer experience.

Blog 86

Blog Customer Service Interaction Communication 86

Thematic

NOVEMBER 22, 2021

Alternatively, it could suggest that customers won’t be happy till the startup time is less than 30 seconds. Analysis of online travel reviews could be used to provide market analysis for service providers, or build a recommendation system for future travelers. But that's only the beginning.

Travel 71

Travel Feedback Roadmap Customers 71

CSM Magazine

FEBRUARY 5, 2025

For example, if a drink was wrong, saying, “I understand how disappointing that must be” helps repair the connection. After all, no customer is obligated to give you a chance to fix things. Crafting recovery efforts around individual customer needs can transform a negative experience into a loyalty-building moment.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

ShepHyken

FEBRUARY 18, 2022

When appropriate, it should provide guidance on how to get started and connect them with a resource. . The next step is to help new customers set up and use your product. NPS: NPS measures how likely a customer is to refer your items to a friend. Your welcome message should thank new members for joining.

Customer Experience 75

Customer Experience Net Promoter Score Magazine B2B 75

Lithium

NOVEMBER 9, 2018

I have no doubt,” Sandberg said, “that you’ll meet that challenge and make the world a kinder, more connected place.” 2: Unite your marketing and customer care efforts. Spredfast + Lithium CEO Pete Hess spoke this morning about the importance of breaking down silos in the interest of the customer experience.

Social Media 64

Social Media Brands Customer Care Travel 64

CSM Magazine

DECEMBER 14, 2023

Zenarate, the leader in AI Simulation Training for customer-facing agents, has announced the expansion of its AI Coach platform with the launch of Call Analyzer. For the first time, contact center leaders can seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform.

Contact Center 52

Contact Center Telecommunications Insurance Healthcare 52

Magellan Solutions

MAY 8, 2021

We also ensure that web customers are being provided appropriate customer care services. Live chat allows customers to communicate with customer service representatives in real-time. Helps with customer acquisition and onboarding. Connect with prospective and new customers.

Customer Service Representative 52

Customer Service Representative Travel Banking Connections 52

NICE inContact

OCTOBER 4, 2019

What I mean by mobile is the customer. The habits and expectations of people today revolve around our capacity to be mobile, to be continuously connected — anywhere, anytime. While shopping, at the movies, cooking dinner, waiting in line, or traveling. FRT + Prioritization = Managed Customer Service Virality.

Airlines 55

Airlines Social Media Definition Travel 55

Magellan Solutions

FEBRUARY 11, 2021

Booking travel arrangements for weekend trips or vacations. Many potential customers are going to notice and engage through social media. It is important to be able to connect with people while staying relevant. Customer Service. Below are some of the customer service we offer: Loyalty programs. Personal Tasks.

Social Media 52

Social Media Hospitality Loyalty Programs Travel 52

Beyond Philosophy

APRIL 13, 2016

According to the author of The Fusion Marketing Bible Lon Safko, few companies even know how much they spend on marketing for new customers—or the price per point to acquire one. According to an excerpt from his book on Entrepreneur.com, here are some typical costs for different industries: Travel: Priceline.com: $7.

CEM 60

CEM Books Consulting Travel 60

Magellan Solutions

FEBRUARY 9, 2021

Helps with customer acquisition and onboarding. Connect with prospective and new customers. Being available to help build trust, even if your customers don’t need to talk right then and there. Magellan Solutions offer a wide range of customer service support: Loyalty programs. Customer care support.

Loyalty Programs 52

Loyalty Programs Customer Service Representative Travel Banking 52

Magellan Solutions

MAY 10, 2021

Booking travel arrangements for weekend trips or vacations. Many potential customers are going to notice and engage through social media. It is important to be able to connect with people while staying relevant. Customer Service. Below are some of the customer service we offer: Loyalty programs. Content Creation.

Social Media 52

Social Media Advertising Blog Loyalty Programs 52

NetBase

JUNE 1, 2020

How some of the world’s largest travel brands are using social listening to help identify content strategy and program initiatives. Ryan Baker, Social Customer Care Manager, Nutrisystem. How to develop content that connects with your audience. Understand which stories in the news media are going viral.

Consumers 64

Consumers Marketing Social Media Events 64

Service Untitled

SEPTEMBER 3, 2010

Are the customer care professionals who work with Centurion card members hired for that position or do they need a certain amount of years’ experience before they can move up to a role like that? This information is important because we adjust each customer care professionals’ incentive plan based on the customer’s feedback.

Blog 41

Blog 2010 Customer Care 2006 41

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. It’s getting bigger.

Innovation 42

Innovation Average Handle Time Magazine Contact Center 42

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

ViiBE Blog

JANUARY 19, 2022

Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. At a time when 92% of customers expect their customer care contact levels to be just like what it was pre-pandemic, companies have to ensure that customers get a good service experience and do not leave.

Customer Service 52

Customer Service Net Promoter Score E-support Touchpoint 52

Talkdesk

JULY 31, 2017

I think the scope of what customers were looking to change back then was much different. Now we are seeing chief customer care officers and CEOs, chief excellence officers. I travel to Japan, to Europe, and I see this innovation happening across all segments across the globe. It’s getting bigger.

Innovation 40

Innovation Average Handle Time Magazine Contact Center 40