BlueOcean

APRIL 15, 2019

Omnichannel support, where all contact channels seamlessly integrate in real-time and the customer can transition without having to repeat themselves, is the best foundation to engage customers for the entire lifecycle. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

BlueOcean

OCTOBER 23, 2023

With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never work for outsourcing customer care. Reporting Your customer care program may accumulate more data than any other part of your organization. Hourly staff?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

BlueOcean

OCTOBER 21, 2024

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

BlueOcean

APRIL 30, 2021

A couple of years ago, we explored the state of omnichannel customer care , recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. Evolving Customer Habits.

Omnichannel 156

Omnichannel Customer Care Consumers Customer Journey 156

BlueOcean

DECEMBER 4, 2019

As a result, for most companies, any relationship with an outsourced customer care partner is going to have to come with stringent PCI DSS standards well-established, as well as robust data security systems solidly in place. Let’s dig into the state of PCI as it relates to customer care today. PCI Compliance Background.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

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. What Service Level Metrics Are Most Relevant to Your Business Now? Are Your Customers Happy? Change is hard and change can be expensive.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. My Comment: This week, I was on a panel with several other customer service experts.

2025 68

2025 Article Loyalty Programs Customer Service 68

InMoment XI

NOVEMBER 18, 2024

Furthermore, when researching a brand or product, most consumers prefer to do their own research rather than speak to a human. Knowing these consumer behaviors and how they relate to your business can significantly impact your overall business performance. Consumer Trends Report. ( [link] ). References HubSpot.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

TechSee

DECEMBER 31, 2019

However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. Customer Service will become increasingly AI-driven. Analytics will drive hyper-personalized experiences.

2020 136

2020 Customer Service Contact Center Social Media 136

BlueOcean

FEBRUARY 25, 2019

But the subscription services market is on fire, growing by more than 100% in five years. It’s a trend that has a significant impact on the customer care sector. There are very real service expectation differences between providing customer service to a one-off consumer versus a loyal member.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

Bill Quiseng

MAY 18, 2015

Research shows 70% of buying experiences are based on how customers feel they are being treated, which means it’s up to companies to deliver the kind of experience customers are looking to have. Here’s a closer look at 5 ways to earn customer advocacy through inspired customer service: 1. What does this mean?

Customer Care 143

Customer Care Social Media Customers Loyalty 143

Hello Customer

MAY 19, 2021

Recently, many organizations saw peaks in demand for customer service and the requests never went down. The profitability of selling to an existing customer is 60-70% , while the profitability of selling to a new prospect is only 5-20% ( Invespcro ). Customer Experts. Up until now, nothing comes close to human service.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Let your customers rave.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

Customer Bliss

FEBRUARY 13, 2018

Josh has always been interested in the relationship between marketing and services. Josh’s passion for understanding what brands mean to people steered him into a career where he was able to impact how customer service and customer experience affects the relationship with the end consumer. CX Click To Tweet.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

C3Centricity

OCTOBER 22, 2018

If you work in consumer goods you probably think you have nothing to learn from healthcare, right? After all, you have consumers in your industry name and well healthcare’s reputation is not that great. I was recently in a clinic for surgery and was surprised by how customer (patient) centric they are. But think again.

Healthcare 114

Healthcare Consumers Customer Service Hospitality 114

TechSee

FEBRUARY 5, 2018

Visual engagement has been proven especially effective across a wide range of sales, marketing and customer service and support scenarios, providing the quickest route to success and resolution in a number of use cases. According to Oracle , energy providers worldwide spend about $30 billion dollars every year on customer care.

Customer Service 132

Customer Service Call Center Fashion Reference 132

InMoment XI

NOVEMBER 14, 2024

Sentiment analysis also helps with effective customer service. Sprout Social Sprout Social is a flexible tool that offers a wide range of features for social listening, analytics, and customer care. The platform allows users to track customer conversations on specific topics by creating custom queries.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

CSM Magazine

NOVEMBER 15, 2024

Catchy customer service slogans are powerful tools that encapsulate a company’s commitment to customer satisfaction in a memorable phrase. When crafted carefully, a great slogan can inspire employees and elevate customer expectations. They communicate the company’s commitment to customers in a memorable way.

Customer Service 52

Customer Service Social Media Culture Innovation 52

Interactions

JULY 29, 2021

Customer service has long been the subject of jokes, comedy skits, and memes. Whenever the topic of customer service comes up, everyone has a story to tell–and there is no holding back. consumers to see what they like when it comes to customer service. So what exactly do customers want?

Customer Care 71

Customer Care Consumers Poor Customer Service Contact Center 71

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen.

2016 128

2016 Article Customer Service 2017 128

ShepHyken

JULY 8, 2019

Each week I read a number of customer service and customer experience articles from various resources. Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. 10 Best Things about Customer Contact Week 2019!

2019 118

2019 Article Customer Service Social Media 118

BlueOcean

JULY 9, 2024

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Following the 2021-2023 supply chain crisis, today’s consumers are no strangers to empty shelves.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Customer Service is SO Annoying (Tips to Make it Less So) by Jim Gilbert. You’ll smile. And, they won’t spam you.

2021 26

2021 Article Customer Service Net Promoter Score 26

Customer Bliss

JANUARY 18, 2018

“I have a passion for customer service and customer care, and I know that I have high expectations.” ” says Kathy Tobiasen , VP of Customer Experience at The Nature’s Bounty Company. ” In this episode, Kathy talks to me about her path to the role of leader of customer experience.

Leadership 128

Leadership Consumers Customer Experience Chief Customer Officer 128

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Guiding Bank Consumers Towards Digital Self-Service.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Second to None

MARCH 2, 2021

Your brand experience is a multi-layered avenue that draws a connection between you and consumers — positively or negatively. You can, and should, use the brand experience as a frontline tool to turning consumers into customers — and loyal ones. How Do Consumers “Experience” a Brand? Customer effort. Social media

Consumers 109

Consumers Brands Social Media Loyalty 109

Experience Investigators by 360Connext

FEBRUARY 25, 2015

Groupon is a more straight-forward business-to-consumer organization, but I don’t dare to oversimplify that. More Posts - Website Follow Me: The post Are Your FAQ’s Driving Customers Mad? appeared first on Customer Experience Consulting. I realize these two businesses are very different animals.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

TechSee

JUNE 25, 2019

A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5

Technology 122

Technology Customer Service Contact Center Call Center 122

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 108

Customer Service Social Media Customer Service Representative Connections 108

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams. These challenges will continue in the year to come.

Customer Service 98

Customer Service 2016 2022 Brands 98

eglobalis

SEPTEMBER 28, 2024

.” Lack of Customer Trust: Unlike in other regions where Toyota dealers trust the word of their customers—understanding that nobody has time to waste—some dealerships in Germany approach customers with suspicion, requiring them to prove issues like GPS malfunctions while driving.

Automotive 433

Automotive Loyalty Return on Investment Transportation 433

ShepHyken

NOVEMBER 16, 2018

This week we feature an article by Jim Iyoob who talks about how and why technology has changed consumer behavior and how you need to reinvent strategies to keep up with consumers. – Shep Hyken. As we all know, nowadays, consumer behavior is prejudiced by various aspects. Customers are connected.

Consumers 99

Consumers Technology Blog Chief Customer Officer 99

BlueOcean

JULY 15, 2024

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your comprehensive knowledge of your products or services. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

Contact Center 177

Contact Center Customer Care Measurement Consumers 177

BlueOcean

DECEMBER 18, 2018

You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. 2 How long have you been delivering AI solutions as part of your contact center services? #3 BALANCING MAN & MACHINE.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

ShepHyken

JANUARY 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. What Do Customers Really Think Of Your Brand? My Comment: One of the great concepts in customer service is the practice of adaptability. Here are my top five picks from last week. by Athina Mallis.

2019 100

2019 Article Social Media Customer Service 100

BlueOcean

MAY 13, 2021

Across all sectors, second quarter online sales surged 32%, with consumers spending $211.5 Customer service expert Shep Hyken says that many of the convenience options such as curbside delivery, touchless service, and more would have become more prominent in the next three to five years , even if the pandemic hadn’t happened.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156