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? Modified Recruitment Strategy.

B2C 156

B2C Customer Care Contact Center Customers 156

BlueOcean

APRIL 15, 2019

And a customer who feels they are owed the right to “special treatment” can quickly become an unhappy customer. It’s your contact center agents who are left to make things right and, hopefully, earn the customer’s continued loyalty – and they have to be well supported to do it effectively. Read this next!

Customer Care 189

Customer Care Social Media Contact Center 2019 189

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

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

BlueOcean

MAY 13, 2021

Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. 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. Where Does Customer Care Sit in All of This?

Loyalty 156

Loyalty Brands Average Handle Time 2020 156

InMoment XI

NOVEMBER 18, 2024

Why Is Customer Behavior Analysis Important Customer behavior analysis provides information that helps businesses meet customer needs, build stronger relationships, and drive business growth. It also reveals revenue-driving behaviors, which can be valuable information for customer loyalty programs.

Customer Journey Mapping 195

Customer Journey Mapping Social Media Customer Journey Competitive Advantage 195

BlueOcean

OCTOBER 6, 2020

Those data points still play a role in measuring performance, but your partner should have their eyes set on the bigger picture of customer success. Is your partner focused on metrics that help you assess and elevate customer loyalty or promotion and advocacy? Are Your Customers Happy? appeared first on Blue Ocean.

Customer Care 156

Customer Care Contact Center Net Promoter Score Metrics 156

eglobalis

SEPTEMBER 28, 2024

In markets such as the United States, Japan, and various parts of Asia, Toyota consistently demonstrates responsibility by addressing customer issues promptly and without unnecessary obstacles. Trust Your Customers: Building trust is the foundation of loyalty. Take customer concerns seriously without unnecessary skepticism.

Automotive 433

Automotive Loyalty Return on Investment Transportation 433

BlueOcean

FEBRUARY 22, 2024

Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. If you’ve taken part in an outsourced customer care procurement process, either as a bidder or as a buyer, we’d lay money on the fact that you’ve got some horror stories to tell.

Customer Care 156

Customer Care Entertainment Government Contact Center 156

InMoment XI

OCTOBER 28, 2021

The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience. And of course, Customer Care is the safety net if something goes wrong along the way.

Airlines 370

Airlines Government Webinar ROI 370

ShepHyken

NOVEMBER 21, 2018

Customer loyalty… This is what companies strive for, to create loyal customers. Some companies have earned a reputation that keeps bringing their customers back, again and again. It isn’t a coincidence that the best places to work are also recognized as the organizations that deliver the best customer service.

Loyalty 130

Loyalty Reference Customer Service Training Customers 130

Hello Customer

MAY 19, 2021

To make sure you don’t, we listed some statistics for you: 84% of the people will spend more money with brands that provide personalized customer service , which makes it an excellent way to realize customer loyalty within your organi z ation ( Ultimate.ai ). Customer Experts. And it won't disappear any time soon.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Bill Quiseng

FEBRUARY 22, 2022

Even if the traditionalists could hear, they would wear noise-canceling headphones, oblivious to the employees’ concerns and customer complaints. These traditionalists cared more about profits and didn’t care much about employees or customers. Let’s be revolutionary to improve the customer experience.

Customer Care 97

Customer Care Culture Employee Experience Customers 97

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

Bill Quiseng

MARCH 30, 2022

In the end, training instructs students on how to TAKE CARE of the customer. Instead, enroll in Customer CARE University. Our education is the “how” and “why” of Customer CARE excellence. As mentors, we educate you with customer CARE actions to practice your interpersonal skills.

Customer Care 78

Customer Care Customer Service Training Customers Interaction 78

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Get Schooled.

2015 247

2015 Webinar Entertainment Leadership 247

Oracle

JULY 9, 2018

To attain the third phase, brand loyalty, companies must deliver consistently excellent customer experience. Even then, ample evidence suggests that the act of recovering from failures doesn’t ever solidify customer loyalty. Operations and customer care must deliver the brand values.

Loyalty 106

Loyalty Brands Customer Experience Advertising 106

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

Bill Quiseng

JULY 3, 2024

With that in mind, we, as customers, proclaim our independence from the tyranny of “Profits over People” retailers who care more about revenue dollars, market share, stock prices, bottom-line profits, and even their competitors, than people – us, the customers. We don’t just serve to satisfy customers.

Customer Care 78

Customer Care Retail Government Customers 78

BlueOcean

FEBRUARY 25, 2019

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. Delivering kick-ass customer experience is our brand promise – and we can’t wait to show you. Let’s chat today.

Customer Experience 290

Customer Experience Contact Center 2019 Customer Care 290

Bill Quiseng

MAY 17, 2023

Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service. The value to your customers is in their personal interactions, not your “cash or credit” business transactions. To earn customer loyalty, don’t get inside their heads.

Metrics 88

Metrics Customer Care NPS Loyalty 88

ShepHyken

MARCH 10, 2025

Loyalty Programs by Marketoonist (Marketoonist) According to BCG, the average US consumer now belongs to more than 15 loyalty programs. BCG also found that as the number of loyalty programs has increased, the less engaged and loyal consumers actually are. Get ready to smile!

2025 68

2025 Article Loyalty Programs Customer Service 68

Inbenta

NOVEMBER 9, 2021

Chatbots allow customers to manage requests swiftly and efficiently while acting as a listening channel so that banks can better understand user habits, anticipate customer actions and deliver personalized offers and services. By contextualizing products and services, banks increase their customer loyalty and their lifetime value. .

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

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

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

GetFeedback

DECEMBER 26, 2018

By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Customers are vocal over social media too. Monitoring brand perception. Research shows there are 2.1

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

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

Bill Quiseng

JUNE 26, 2024

Customer experience is how your customers feel before, during, and after what you do. Customer experience management is what you do before, during, and after discovering how customers feel about what you did. Customer loyalty is how your customers feel about what you proactively do repeatedly.

Customer Experience 173

Customer Experience Social Media Loyalty Interaction 173

Bill Quiseng

OCTOBER 9, 2024

So, when it comes to your customers and you and your business, think RELATIONSHIPS or Go Broke. QUI TAKEAWAY: Customer loyalty is not one BIG WOW to a customer. It’s one little wow delivered consistently to every customer. Relationships build loyalty. Loyalty builds your business.

Customer Service 173

Customer Service Customer Experience Social Media Loyalty 173

Experience Investigators by 360Connext

FEBRUARY 25, 2015

The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. More Posts - Website Follow Me: The post Are Your FAQ’s Driving Customers Mad? appeared first on Customer Experience Consulting.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

BlueOcean

FEBRUARY 27, 2018

If you answered “no, our social customer care is most definitely not kicking ass” – don’t worry, you’ve come to the right place. We’ve curated five thought-provoking blogs that will help you get on the path to best-in-class social customer care. Social Customer Care Cannot Be Ignored.

Social Media 199

Social Media Customer Service Contact Center ROI 199

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 your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for.

Contact Center 177

Contact Center Customer Care Measurement Consumers 177

Customer Bliss

JANUARY 24, 2017

With over 26 years of experience in the software and services industry, Bajtos brings a strong background in customer support operations and customer loyalty. Prior to joining Business Objects, Bajtos served as vice president of customer care at Marimba, Inc.,

2009 194

2009 Loyalty Leadership Engagement 194

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

Experience Investigators by 360Connext

MAY 20, 2015

They are the ones who are willing to invest in long-term loyalty for even longer-term business success. We help leaders with creating education around customer service, customer communications, social customer care, and delivering on customer experience missions. They are the visionaries.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Hallmark Business Connections

AUGUST 17, 2021

McKinsey research shows that customers appreciate it when companies take their needs into consideration. When you care about their interests, they respond by rewarding you with immediate purchases and long-term loyalty. Learn about Hallmark’s Customer Care solution now.

Insurance 98

Insurance Loyalty Customer Journey Mapping Fashion 98

Interactions

APRIL 16, 2024

A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. Failing to invest in customer care risks customers seeking it elsewhere.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62