BlueOcean

JANUARY 20, 2023

If you’re faced with the decision to find a new customer care outsourcer in the post-pandemic era, now’s the time to dive in. And second, there’s no doubt that the pandemic and the social justice movement have evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff?

Contact Center 156

Contact Center Customer Care Culture Technology 156

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. And second, there’s no doubt that the pandemic and the social justice movement has evolved what you need from a customer service provider – and your RFP should reflect that. Hourly staff? Agent Profile.

Contact Center 156

Contact Center Customer Care 2020 Culture 156

Customer Bliss

FEBRUARY 13, 2018

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. Present the Customer Experience Story to Leadership. Assess the Work to be Done and Focus. About Josh Ives.

Leadership 141

Leadership Customer Service Call Center Multi-Channel 141

eglobalis

SEPTEMBER 28, 2024

In my specific case, the leadership team appeared disconnected from modern practices of customer experience, service, and loyalty management, showing a lack of understanding that how customers are treated is how they will respond in return. Toyota in Europe and Germany Toyota holds a promising 7.3%

Automotive 478

Automotive Loyalty Return on Investment Transportation 478

Joe Rawlinson

APRIL 16, 2014

” Here are a few steps to help you achieve exactly that–a customer service dream team. While there are some benefits to hiring team members who possess a Degree in Customer Care Management or Customer Service, there are several important qualities that many believe cannot be taught. Hire the right people.

Customer Care 121

Customer Care Management Call Center Customers 121

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

Experience Investigators by 360Connext

JANUARY 26, 2015

It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! I totally get it.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Will customers care about this improvement? It’s all about the customer! Leadership is about integrity.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

DECEMBER 31, 2014

Our first one, Social Customer Care, is a topic I’ve presented about for organizations like the Word of Mouth Marketing Association and the Online Marketing Institute. Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership.

2015 247

2015 Webinar Entertainment Leadership 247

Customer Bliss

SEPTEMBER 27, 2018

In order to get a better understanding of how others experienced Genesys, Lucy spent time out in the field – speaking and listening to partners, listening to salespeople and customers, as well as going to user and partner conferences. Understanding what will this mean for partners, resellers, and customers. Why that hill?

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

BlueOcean

NOVEMBER 30, 2018

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. I’m looking forward to continuing to provide leadership to our workforce team, to our clients, and to prospective clients as we navigate the changing landscape,” says Miller.

Management 227

Management Insurance Leadership Customer Care 227

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

CX Accelerator

DECEMBER 31, 2018

Beth Gauthier-Jenkin, The Vice President of Customer Care at Gopher Sport recently generated a wonderful culture dialog via email. Below are practical recommendations from several of the best minds in Customer Service (myself excluded) to help you develop your best culture in 2019! Old school, cheesy, but totally on-point.

Culture 244

Culture 2019 Contact Center Leadership 244

Russel Lolacher

APRIL 5, 2021

Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. My role is to facilitate their leadership. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Ten years done.

Customer Care 98

Customer Care Government Communication Engagement 98

Maz Iqbal

DECEMBER 22, 2014

I wish to distinguish between ‘caring about’ and ‘caring for’ Let’s start with the realm of Customer. Caring About Customers v Caring For The Customer. I am clear that folks in business care about customers. What Has This To Do With Leadership?

Leadership 103

Leadership Customer Philosophy Loyalty Engagement 103

BlueOcean

JUNE 27, 2024

In “Customer-Centric Harmony: Crafting Experiences That Strike the Right Chord,” CX expert Olga Potaptseva outlines a holistic approach to engaging customers by aligning leadership, technology, processes, people and culture, and customer experience management.

Customer Experience 156

Customer Experience Contact Center Customer Centricity Leadership 156

ClearAction

AUGUST 9, 2019

3 Ways Marketing Creates Customer Experience Leadership Lynn Hunsaker. Marketing’s role in customer experience leadership can be powerful, especially if it’s managed holistically. Step back and think about what makes or breaks great experiences for yourself as a customer. Customer Experience Leadership is Earned.

Leadership 74

Leadership Marketing Customer Experience Airlines 74

Customer Bliss

DECEMBER 20, 2016

Like many Chief Customer Officers, Amy kept getting pulled in the direction of the customer, but needed to find her path to a formal role. At Lifesize, she was initially VP of Customer Care. That scope ultimately didn’t make sense, which is how she became the Chief Customer Success and Happiness Officer.

Customer Success 0

Customer Success Net Promoter Score Chief Customer Officer Leadership 0

BlueOcean

JULY 9, 2024

The Intersection of Brand Loyalty and Customer Care Despite the introduction of these three new principles of brand loyalty in the increasingly disruptive (and disrupted) world, customer experience still reigns supreme. Consumers do, after all, still have choices available to them.

Loyalty 177

Loyalty Brands 2027 Average Handle Time 177

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Consider what this means. Consistently. It’s automatic.

2013 252

2013 Customer Service E-support 2014 252

Maz Iqbal

MARCH 6, 2015

Today, this organisation (and its leadership) is on my mind again. Case Studies Culture Customer Philosophy Customer-Centricity Employee Engagement Leadership / Change / Transformation Social customer care customer centricity employee engagement humanistic leadership leadership social'

Leadership 76

Leadership Customer Philosophy Customer Centricity Customer Care 76

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 80

Customer Voice Leadership Customer Experience Customers 80

Experience Investigators by 360Connext

MAY 20, 2015

Customers who are surprised by these small moments tend to share them with others, providing word-of-mouth marketing and advocacy. Their leadership team is made up of people who are working together and leaving egos at the door. Keynotes, Coaching and Executive Workshops. The best leaders are part of the best teams.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Kate Nasser

DECEMBER 6, 2020

Listen to the customer voice if you want your business to thrive. Customer experience insights from Kate Nasser, The People Skills Coach™ | #CX #Leadership. The post Customer Voice Speaks the True Customer Experience | #CX #Leadership appeared first on KateNasser.com.

Customer Voice 78

Customer Voice Leadership Customer Experience Customers 78

BlueOcean

JUNE 12, 2018

to your customer care partner not knowing you expected a zero percent abandon rate (let’s get realistic, folks), successful relationships are founded on clear expectations. Key resources simply must be able to make the customer care program transition their top priority to ensure success.

Contact Center 209

Contact Center Communication Culture Customer Care 209

Customer Bliss

JANUARY 24, 2017

Prior to joining SAP, Bajtos worked for Business Objects, and served as executive vice president and chief customer satisfaction officer, as well as several other executive and management level positions. Prior to joining Business Objects, Bajtos served as vice president of customer care at Marimba, Inc.,

2009 194

2009 Loyalty Leadership Engagement 194

GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Customers care more about experiences than ever before. Customers no longer just want a great experience, they demand it.

Net Promoter Score 261

Net Promoter Score ROI 2018 NPS 261

Customer Bliss

MARCH 3, 2016

Each competency’s success recipe includes three leadership behaviors to drive transformation: 1. Unite the leadership team. Here we focus on the customer journey map. Align the Leadership Team: Unite Leadership on the Customer Journey. What will you always do to honor customers and employees?

Customer Journey Mapping 120

Customer Journey Mapping Leadership Customer Journey Touchpoint 120

Kate Nasser

NOVEMBER 24, 2019

Success insights fr Kate Nasser, The People Skills Coach™ | Leadership, Leading Morale, Teamwork, Customer Service, Career. The post Avoid These Defensive Replies to Feedback | #PeopleSkills #Leadership appeared first on KateNasser.com.

Leadership 88

Leadership Feedback Insights Customer Service 88

Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Good leadership hasn’t changed. This is a great opportunity to work on those leadership skills?—?communication, “Yes, but what do you do?

Social Media 52

Social Media Government Customer Care Transportation 52

BlueOcean

MAY 13, 2021

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource.

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

Customer Bliss

JANUARY 22, 2015

Have you connected the series of contacts you have with customers to bring a sense of reliability in what they can expect from you? Find the tools you will need in Chief Customer Officer 2.0’s ’s Customer Experience Toolkit. Customers as Assets. Knowing the growth or loss of customers.

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Document Insurance 52

Natalie Petouhof

FEBRUARY 9, 2016

This new report looks at the importance of agile customer care. What exactly does agile customer care and agile customer experience mean? Traditional Customer Care Solutions Require Resources from IT and Result in Low Agent Productivity and ROI. that timeline could be weeks or months.

Customer Care 61

Customer Care ROI E-support Contact Center 61

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service.

Customer Experience 145

Customer Experience Net Promoter Score 2021 Transportation 145

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. Positive, encouraging, and likeable leadership is critical. Is your visit well organized?

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. Positive, encouraging, and likeable leadership is critical. Is your visit well organized?

Contact Center 156

Contact Center Culture Leadership Call Center 156