eglobalis

OCTOBER 21, 2024

However, this approach requires seamless coordination between public relations, social media teams, and customer service to ensure customer experience consistency. Balancing Efficiency with Customer Care For large companies, managing social media complaints can become a resource-heavy task.

Social Media 471

Social Media Feedback Engagement B2B 471

BlueOcean

FEBRUARY 19, 2025

When quality slips, costs climb, or business priorities misalign, moving forward with a new customer care provider may be key to your success. On the Blue Ocean blog, we talk a lot about sourcing the right strategic partner for your outsourced customer care program. Follow these steps to check all the boxes: 1.

Customer Care 156

Customer Care Document Communication Blog 156

Experience Investigators by 360Connext

JANUARY 26, 2015

are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. It is a often a price-based customer battlefield. I totally get it.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Bill Quiseng

MAY 29, 2024

They may logically say that customer service is the frontline because they are front and center with customers. However, as customers, we emotionally feel we are doing battle with the customer service frontline. As customers, NOW is the time for our customer CARE Revolution! Well, no more.

Customer Care 158

Customer Care Contact Center Customer Service Representative Social Media 158

Bill Quiseng

JANUARY 3, 2022

Are we called to duty on the frontline battling customers? So shouldn’t customer service be customer care? We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. So satisfied customers don’t rave about you to others. Or even better ….

Customer Care 200

Customer Care Customer Service Culture Customers 200

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

BlueOcean

MARCH 24, 2022

When it comes to complex B2C customer care, the customer is anything but a faceless number in a sea of consumers. B2C brands had their worlds turned upside down by the pandemic, but what does complex customer care look like now things are leveling out? But that’s shifting—and fast. Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center Customers 156

BlueOcean

NOVEMBER 13, 2023

As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. The quickest way to get re-inspired is by getting a finger on the pulse of current news and customer service trends in the industry. How are other customer experience leaders delivering?

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 177

Customer Care Document Sports Communication 177

BlueOcean

JANUARY 6, 2020

Gartner reveals that of the 70% of customers who start their journey on self-service channels, only 9% resolve their issue there – the vast majority switch channels, creating an exponentially more expensive customer service solution. To put it simply: focus on your holistic customer experience design before you add new channels.

Omnichannel 177

Omnichannel Customer Care Customer Journey Consumers 177

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. With more than a year of pandemic impacts under our belts, let’s dig into the far-reaching impacts of COVID-19 on omnichannel customer care.

Omnichannel 156

Omnichannel Customer Care Consumers Customer Journey 156

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. The Importance of a Smooth Transition in Your Outsourced Customer Care Transitioning your outsourced customer care program from one partner to another is a complex undertaking.

Customer Care 156

Customer Care Document Sports Communication 156

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 194

Customer Experience Magazine 2012 Customer Care 194

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

This is what relevant service level metrics look like in today’s customer care center. Are Your Customers Happy? Though this may be less accurate (people are more likely to share negative experiences online than positive ones), it’s still a small window into the state of your customer experience.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

BlueOcean

JUNE 27, 2024

That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer experience trends. And one of the most critical ingredients in great CX?

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

InMoment XI

NOVEMBER 18, 2024

Customer Behavior Analysis vs Customer Journey Mapping Customer journey mapping focuses on visualizing customers’ different pathways with a business throughout their customer experience. The customer journey is not the same process for every customer.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

BlueOcean

JANUARY 22, 2019

Again, this also requires your business to give your customer service team the power to make decisions on the fly. and: How Does Customer Experience Impact Angry Customers? If you’re going to RFP for an outsourced customer care solution in 2019, read this first. The True Cost of Losing a Customer.

2019 204

2019 Consumers Customer Experience Contact Center 204

BlueOcean

SEPTEMBER 27, 2021

Customer experience is pretty much the hottest topic in the contact center and customer care space these days. Where Are Businesses Spending Money on Customer Experience? This article looks into where those priorities are, particularly as customer behavior have been permanently shifted by the pandemic.

Customer Experience 177

Customer Experience 2028 Contact Center 2020 177

Bill Quiseng

JUNE 26, 2024

Once you understand the World’s Best experience for each customer, then you need to consistently deliver that experience to every customer with the Rule of Three QUI TAKEAWAYS to deliver the World’s Best customer experience. Don’t just serve to satisfy your customers. Why only three?

Customer Experience 173

Customer Experience Social Media Loyalty Interaction 173

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. Every Team Owns Part of the Customer Experience.

Airlines 370

Airlines Government Webinar ROI 370

Bill Quiseng

OCTOBER 9, 2024

So, I encourage you to remind yourself and your colleagues every day about each one of The Rule of Three QUI TAKEAWAYS to Customer Service and Customer Experience. I am here to tell you that if you’re not in the Top Three, you don’t even exist in the minds of your potential customers. Here’s why. But I digress.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

BlueOcean

OCTOBER 4, 2021

And it’s one that undeniably impacts our perception of the customer experience. Exploring Customer Care in the Subscription Economy. For those of us in the contact center space, the truly fascinating thing (besides the astounding growth itself) is the impact on customer care and the customer experience.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Bill Quiseng

JULY 17, 2024

QUI QUOTE: You know you have customer CARE right when your customers don’t tell others what they bought. They tell others who they bought it from. Don’t be just good. Be GREAT out there! customerservice #customerexperience #custserv #custexp #cx

Customer Care 158

Customer Care Customers Customer Satisfaction Customer Service 158

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but it’s never that simple. If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer. Too tired to read? Book an appointment today.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Advantage Communications

APRIL 14, 2021

All businesses want to keep their customers, and prospects, happy. Satisfied customers are the difference between a successful and highly-profitable company, or a business that is struggling to compete with its competitors.

Customer Care 105

Customer Care Customer Service Customer Experience Customers 105

InMoment XI

APRIL 11, 2022

Now that the “new normal” is underway, e-commerce brands should rethink the digital customer journey. Tip #2: Invest in Customer Care. We saw in these times of crisis that much of customer care is related to the digital journey.

E Commerce 370

E Commerce Roadmap Customer Care 2021 370

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

eglobalis

SEPTEMBER 28, 2024

Take, for example, some small Toyota dealerships in Bavaria, Germany, where experiences have highlighted a significant gap in understanding customer experience, loyalty, and service excellence among some family-owned businesses. This erodes trust between the brand and the customer.

Automotive 433

Automotive Loyalty Return on Investment Transportation 433

Lumoa

MARCH 9, 2023

In the world of customer experience, “customer empathy” is not just a buzzword, it’s a game-changer. Put simply, it means genuinely caring about the experience your customers have with your brand. So, how exactly does customer empathy impact the customer experience ?

Customer Experience 158

Customer Experience Social Media Customers Insights 158

Bill Quiseng

FEBRUARY 22, 2022

These traditionalists cared more about profits and didn’t care much about employees or customers. To paraphrase John DiJulius’ battle cry, it’s time for a Customer CARE Revolution! Let’s be revolutionary to improve the customer experience. This is our time. Let’s be loud and proud.

Customer Care 97

Customer Care Culture Employee Experience Customers 97

BlueOcean

JUNE 25, 2024

With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a sense of belonging for all employees. Want to hear the full interview between Amy and Sean? Check out Episode 13 of Deep CX: A Blue Ocean Podcast !

Customer Experience 156

Customer Experience Government Customers Communication 156

Customer Bliss

MARCH 28, 2017

I found it interesting that our work in customer experience is now expanding to airports, and Karen Ellis of the San Antonio International Airport (previously in somewhat similar roles in Houston and Atlanta) was good enough to come on the podcast and discuss some of her initiatives and challenges. Customer experience.

Customer Experience 183

Customer Experience Travel Touchpoint Hospitality 183

BlueOcean

MARCH 3, 2025

Will your customer experience be strengthened or hit a slump because of the programs in that budget? Not to add another thing to your plate (sorry), but theres another question to ask that can impact all those answers: Is this the year customer care outsourcing takes a more central role in your go-forward plan?

Insights 156

Insights Contact Center Culture Customer Journey Mapping 156

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. The LVT calculation can play an important role in determining the ROI of your customer care team, and specifically, the customer save team.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service Social Media 299

Bill Quiseng

JANUARY 11, 2023

And when you CARE, each customer is WOWED and happy, intent on returning again and again, raving to others along the way. The New Marketing is not advertising online to your customers. It’s your customers raving about you to others on social media. QUI QUOTE: Customer CARE is the New Marketing.

Customer Care 88

Customer Care Marketing Social Media Advertising 88