Think Customers

SEPTEMBER 15, 2015

In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers. While this is hardly a shocking revelation, it's dismaying how little progress has been made on this front.

Customer Care 85

Customer Care Sales Connections Marketing 85

BlueOcean

JULY 9, 2024

Online sales are expected to exceed $1.7 trillion by 2027, representing an all-time high of over 20% of all retail sales. At the helm of this increase is the boom of online food and beverage orders, in which growth is nearly double that of all average eCommerce sales. These are stunning statistics.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

CSM Magazine

NOVEMBER 24, 2021

Reuters Events are excited to announce the final service & experience webinar of 2021: ‘Supercharging Customer Care: Optimizing Experiences to Drive Business Growth’ featuring senior leaders from EXPO2020, Hootsuite, Getaline Ecommerce & Customer Service Culture! Christoph Neut, VP EMEA Sales, Hootsuite.

Customer Care 52

Customer Care Webinar 2022 2021 52

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 177

Contact Center 2024 Sports Customer Care 177

BlueOcean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. About Blue Ocean Blue Ocean is an award-winning provider of innovative customer care solutions.

Contact Center 156

Contact Center 2024 Sports Customer Care 156

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Avaya

SEPTEMBER 19, 2018

Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and sales strategies for customer care solutions and services. More online activity—improved customer access to digital interaction channels.

Customer Care 94

Customer Care Contact Center 2018 Government 94

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. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 493

Airlines Government Webinar ROI 493

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? The purpose of any organization is to serve a customer need. In essence, customer experience is what makes the world go around!

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com. True illustration fr Kate Nasser The People Skills Coach™.

Sales 109

Sales Customer Service Customers Customer Care 109

One Millimeter Mindset

JUNE 25, 2018

Your customers do not care whether you make your quarterly numbers or fulfill your organization’s KPIs. Why should they care about you, and your issues? And besides, your customers do not care about creating tremendous customer experiences… for you. That is not their job function. Think about it.

Customer Care 47

Customer Care Workshop Customer Retention Innovation 47

NICE inContact

JANUARY 24, 2018

Cloud contact center deployments that began in customer care may have been extended to other business areas. For example, many companies are seeing the benefits of deploying cloud contact center integrated with cloud CRM solutions to inside sales staff. Digital Transformation.

Customer Care 74

Customer Care 2018 Contact Center 2013 74

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. And if you’re looking for an outsourced customer care partner that values all people, be sure to visit blueocean.ca.

Customer Experience 156

Customer Experience Government Customers Communication 156

Provide Support

OCTOBER 28, 2015

Most important ingredients of social customer care. Today probably every business is sufficiently aware of the importance of social media for customer service. Just these facts alone are enough for companies to start giving basic attention to the quality of their social customer care. Read more.

Customer Care 88

Customer Care Social Media 2003 2015 88

ShepHyken

FEBRUARY 22, 2017

Just imagine if you were the Director of Sales for a private jet company. Jordan Zabel deals with high-end customers who expect high-end customer service because he is the Director of Sales for Jet Linx , a private jet company that offers their services to corporate and private members. Would that be a dream job?

Sales 90

Sales Hotels Customer Service Training Loyalty 90

CSM Magazine

JUNE 16, 2015

This is a story from my personal experience that showed me that caring for customers really can boost your sales and profits. He was going out of his way to get the best deal for his customer. Ellen Goodwright is a freelance writer and customer service raving fan. Can I help you?” I replied. The bottom line?

Customer Care 80

Customer Care Sales Customer Service Customers 80

Kate Nasser

JANUARY 24, 2021

If you want future sales revenue, start w/ providing great customer service today. The post Tomorrow’s Sales Revenue Starts w/ Today’s Customer Service | #CX appeared first on KateNasser.com. True illustration fr Kate Nasser The People Skills Coach™.

Sales 72

Sales Customer Service Customers Customer Care 72

InMoment XI

AUGUST 22, 2022

It turns out that your greatest asset in your efforts to create an excellent customer experience (CX) can actually be one of your greatest costs. Some customers come back again to the same sales person because they have an excellent relationship and know that the experience they receive will be just as excellent.

Employee Experience 260

Employee Experience Call Center Engagement Sales 260

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 76

Customer Experience Net Promoter Score Customer Care 2024 76

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

BlueOcean

JANUARY 21, 2020

Blue Ocean, a world leader in customer care solutions, was named a Finalist today in the “Customer Service Success – Technology Industries” category in the 14 th annual Stevie® Awards for Sales & Customer Service. Our solutions, and our teams, are founded on the relentless pursuit of customer satisfaction.

2020 156

2020 Customer Service Insurance 2017 156

Qualtrics

APRIL 27, 2020

Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ensure they cope adequately and maintain the customer experience. Future of Customer Experience, PwC 1.

Customer Care 36

Customer Care Airlines Retail Social Media 36

BlueOcean

MAY 13, 2021

We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once been loyal to. In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year. In food and beverage alone, online sales in 2020 saw a 125% increase over the previous year.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

BlueOcean

AUGUST 26, 2019

Blue Ocean, a North American provider of customer care solutions, is excited to announce the new face of Blue Ocean at blueocean.ca. When Blue Ocean embarked on the website redesign journey, the primary goal was to center the focus around the total customer experience. We invite you to explore the new blueocean.ca

Customer Experience 136

Customer Experience Customer Care Sales Interaction 136

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. Customer empathy is at the heart of Lush’s approach to building trust with its customers.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Integrity Solutions

NOVEMBER 2, 2018

The three most common SaaS sales challenges can be overcome and lead to breakthrough levels of success. Anyone who’s been in sales will tell you: The job comes with some unique challenges. Although customers care about features, that’s not what convinces them to buy. by Boris Zecevic.

Sales 78

Sales 2017 Demo Management 78

BlueOcean

MARCH 3, 2020

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Customer Service Team of the Year” category at the 14th annual Stevie Awards for Sales & Customer Service. They consistently deliver a best-in-class customer experience that produces brand loyalty for our client.

2020 156

2020 Contact Center Insurance 2017 156

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity. Speakers: Jessica Woodbury, Sr. See you there!

Customer Care 58

Customer Care Social Media Connections Marketing 58

BlueOcean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. Importantly for the customer, it can also increase the rate of first-call resolution and improve average handle time.

Contact Center 177

Contact Center Average Handle Time Customer Care Technology 177

Interactions

MARCH 11, 2022

From customer experience and customer journey, to customer service and customer care, are they all talking about the same thing? Looking at the big picture, we know that all these terms have something to do with the relationship between a business and their customers. Customer service/customer support.

Customer Service 106

Customer Service Customer Experience Reference Customer Journey 106

TechSee

NOVEMBER 7, 2023

Whirlpool’s leading UK consumer brand, Hotpoint, has made exemplary advancements in customer experience. In an increasingly digital world, Hotpoint is driving purposeful innovation to meet the evolving needs of its customers. “Our customers can contact the company through the phone or via social media around the clock. .

2023 124

2023 Customer Experience Call Center Innovation 124

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 100

Customer Experience Advertising Customer Expectations 2011 100

CSM Magazine

FEBRUARY 12, 2024

Businesses are continuously on the lookout for innovative approaches to enhance their customer outreach and engagement strategies. However, one essential element of customer communication often goes unnoticed – outbound voice communication. In addition, outbound voice communication is not only about sales.

Communication 52

Communication Contact Center Omnichannel Call Center 52

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting?

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

CSM Magazine

DECEMBER 21, 2022

For instance, some segments of the customer service industry have an attrition rate of 50%. This can negatively impact customer experience and affect a company’s bottom line. Businesses should also make sure that customer service agents feel valued as members of the team, and that their efforts are recognized. Empower Agents.

Customer Service 52

Customer Service Customer Service Representative Culture Leadership 52

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