Russel Lolacher

APRIL 4, 2017

Is social customer care important to you? Recently, customer service king o’kings Shep Hyken, visited Social Media Marketing World in San Diego to speak on the customer experience and its changing nature. The post You Can Absolutely Ignore Social Customer Care appeared first on The Upsell.

Customer Care 74

Customer Care Upselling Marketing Customer Experience 74

ShepHyken

APRIL 3, 2017

Customer Service Track Shines at Social Media Marketing World by Dan Gingiss. Winning at Social) Although it is, at its essence, a marketing conference, the annual Social Media Marketing World gathering in San Diego is constantly adapting in step with the ever-changing world of social media.

Customer Service 192

Customer Service Marketing Personalization Customer Experience 192

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. We ask the audience members to confer with their colleagues to answer the following question: “What are the most common complaints that you hear?”. I don’t know why it’s still on the menu.”. Well, I don’t know why it’s still on the menu either! Why are they common?

Customer Service 60

Customer Service Customer Care 60

CCNG

OCTOBER 14, 2021

Contact Center technology conferences -- Your contact center management software firm usually has an annual user conference. Ryan Bradley, recently former VP Selective Insurance, head of customer care, has held a variety of contact center leadership roles primarily in the insurance industry (Farmers, Erie, Selective).

Contact Center 195

Contact Center CCNG Employee engagement Consulting 195

Russel Lolacher

MARCH 8, 2020

I was at a conference not too long ago, where they had made some whimsical posters, highlighting possible frustrations of their business-focused audience. Jokes about call centres, humour about customer interactions… and one making a joke about how millennials would be easier to serve if they would just stop starring at their screens.

Customer Care 80

Customer Care Advertising Marketing Engineering 80

ShepHyken

MARCH 20, 2017

As Social Media Evolves, Travellers Demand Joined-up Customer Service by Nick Vivion . Tnooz) Customer service has always been one of the most challenging areas of any service-based business. My Comment: Social customer care has become mainstream in the customer service world.

Customer Service 189

Customer Service Scripts Customer Care Sales 189

ShepHyken

OCTOBER 26, 2018

One of the staff led me to a conference room that was being used for overflow luggage that day. When my luggage was found, my suit and shirt had been left in a pile, adding wrinkles to my “ready to go” dry-cleaned attire. A star dropped. A short time later, another hotel staff person came into the room, looked around and left.

Consulting 288

Consulting Consulting Sales Marketing 288

ShepHyken

NOVEMBER 11, 2016

Marilyn: “I just became chair of the planning committee for our upcoming conference, and we’d love for you to be our keynote speaker. You’re not going to believe this, but, the very next day after your program…well, I quit my job! I’m doing something completely different now. But, guess what….?”. Andy: “What?”. Would love to do it!”.

Entertainment 288

Entertainment Morale Sales Personalization 288

Myra Golden Media

JULY 9, 2017

This is what politicians, CEOs, and law enforcement officers do in every high-pressure press conference.” Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care. I thought the steps could help them pre-empt escalations with our difficult customers, and they did!

Customer Care 196

Customer Care Management Call Center Customer Experience 196

CCNG

MAY 10, 2023

Bad customer service is our new normal? In the latest “National Customer Rage Survey” conducted by the Customer Care Measurement and Consulting organization, a whopping 74% of consumers said they had experienced a product or service problem in the past year, up from 66% in 2020. No conferences. Talk to customers.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

ShepHyken

MARCH 6, 2020

Recently I checked into a wonderful hotel in Southern California for a conference. As the late great radio personality Paul Harvey said when we spoke at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”.

Customer Service 243

Customer Service Coaching Advertising Scripts 243

Totango

SEPTEMBER 12, 2018

The C hief Customer Officer Fall, 2018 (CCO), held September 12th-13th in San Diego, is an interactive peer-lead conference attracting senior-level customer focused professionals. One of the hottest topics at this year’s CCO is what a Customer Success program really means and how to get started.

Chief Customer Officer 56

Chief Customer Officer Customer centricity Best practices Customer retention 56

VHT

SEPTEMBER 20, 2018

That means we need to start thinking about planning and scheduling for the best 2019 contact center conferences. Here are some of the most anticipated 2019 contact center conferences that are definitely worth your time to attend. CCW: Customer Contact Week – Austin, TX – Dates TBD. Website: [link]. Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

ShepHyken

MARCH 31, 2018

Earlier this month I attended Social Media Marketing World , the largest conference on social media marketing in the world. Over the last few years, customer service has shifted from traditional phone support toward social media channels like Twitter, Facebook, Instagram, and others. Social Proof. Their response time was excellent.

Marketing 222

Marketing Customer Service Airlines Self service 222

CX Global Media

JULY 12, 2019

Beyond a Conference to On-demand Learning. The Contact Center Virtual Summit has the benefits of a conference, integrated into your day because it converts from conference into an on-demand learning portal. The CCVS Playbook and Planner helps you get the most out of this modern contact center conference. Stuller, Inc.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Nicereply

MARCH 23, 2021

Blake Morgan – Influencer, Customer Experience Consultant and all around smart lady, Blake’s been sharing her knowledge as a Forbes contributor for years, host of The Modern Customer Podcast. Shep’s an author, speaker and thought leader on all things customer service. Customer Service Podcast Hosts.

Chief Customer Officer 141

Chief Customer Officer Customer Service Consulting Consulting 141

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. A small, intimate conference focusing on productivity and mindset. “Yes, but what do you do? Aren’t you just tweaking on faceplant?”

Government 52

Government Customer Care Transportation Benchmark 52

Chad Schaeffer

NOVEMBER 14, 2013

Throughout the Dreamforce conference Nov. One of those themes is Social Customer Care. Francis called Social Customer Service – The Basic Building Blocks. Francis called Social Customer Service – The Basic Building Blocks. Why is social customer care important? Customer Service.

Customer Care 48

Customer Care CRM Metrics Marketing 48

CX Global Media

JULY 9, 2019

Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Conference Coverts to On-demand Learning. The Contact Center Virtual Summit is the only contact center conference that converts into an on-demand learning solution. Please Share. Additional Resources.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

ShepHyken

AUGUST 29, 2017

First Up: Shep Hyken’s opening comments focus on introducing Nick Francis and his company Help Scout, and the recent fireside chat they had at a recent customer service and support conference. They discuss how important customer service is to your business and why it’s vital to set yourself apart from your competition.

Customer centricity 94

Customer centricity Advertising Feedback Customer Service 94

Taylor Reach Group

MAY 24, 2018

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. 2018 SWPP Annual Conference: June 4-6, Nashville, TN. Healthcare Call Center’s 30th Annual Conference: June 13-15, Pittsburgh, PA. and Now What?’

Contact Center 48

Contact Center Healthcare Best practices Call Center 48

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

ShepHyken

FEBRUARY 12, 2024

Jenkins (Social Media Examiner) Want to deliver extraordinary customer care that leads to client retention? Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? They asked Dan Gingiss to share some of his customer experience wisdom.

Customer Service 178

Customer Service Self service Personalization Customer retention 178

Nicereply

DECEMBER 3, 2020

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. But in this podcast, our guest Jacob Wick from the Customer Care team at Slido , argues that it doesn’t matter who’s right; it only matters what the customer wants to accomplish. Google Podcasts.

Customer Care 97

Customer Care Customer Experience Customer Service 97

TMP Direct

OCTOBER 16, 2017

TMP Direct will be attending the 2017 SOCAP Conference from October 22-25th in San Diego. The focus of this year’s conference is innovation and how to stay ahead of the curve on enhancements in technology impacting Customer Care. Looking forward to seeing everyone there!

Customer Care 40

Customer Care Technology 40

TMP Direct

OCTOBER 16, 2017

TMP Direct will be attending the 2017 SOCAP Conference from October 22-25th in San Diego. The focus of this year’s conference is innovation and how to stay ahead of the curve on enhancements in technology impacting Customer Care. Looking forward to seeing everyone there!

Customer Care 40

Customer Care Technology 40

BlueOcean

MAY 11, 2020

Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. Did the pandemic expose cracks in your current customer care solution, whether that is in-house or outsourced? To save precious time, you can start with a solid RFP template for customer care solutions.

outsourcing 62

outsourcing Customer Care Contact Center Engineering 62

Spearline

MAY 17, 2022

We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth. Meet your Spearline team at Enterprise Connect!

Telecommunications 98

Telecommunications Enterprise Contact Center Call Center 98

Natalie Petouhof

JUNE 12, 2015

Tweet Social Customer Care has become an expectation amongst consumers. Don’t waste the time, energy, money on creative, content and campaigns without taking into consideration if you are solving your customer care issues. Speakers: Jessica Woodbury, Sr.

Customer Care 58

Customer Care Marketing Sales Customer Service 58

ShepHyken

MARCH 6, 2020

Recently I checked into a wonderful hotel in Southern California for a conference. As the late great radio personality Paul Harvey said when we spoke at a convention in Las Vegas, “For a company’s advertising strategy to work, it has to be handled corporately and also individually.”.

Customer Service 156

Customer Service Coaching Advertising Scripts 156

Natalie Petouhof

MAY 9, 2016

Tweet What we saw at the conference was a full suite for customer experience. As point solutions turn to suites, Constellation Research predicts organizations that want to keep all the information about customers flowing in one place will most likely turn to platforms, suites and hubs for customer experience.

Banking 40

Banking Sales B2B Marketing 40

CX Global Media

JULY 20, 2017

Kelli Barabasz currently resides in Southern California where she is the Vice President of Customer Care for the National Notary Association. And you can’t get that from a bot or Artificial Intelligence. Successful Agent Career Path. Kelli started her career as a contact center agent.

Contact Center 136

Contact Center Coaching Morale Call Center 136

Jon Arnold

AUGUST 16, 2018

In short, yesterday I attended Day 1 of of the Blockchain Futurist Conference - basic details here - partly to invest a day of my time to immerse myself in the space, but also to see where there might be applications in the communications and/or customer care spaces.

voip 40

voip Customer Care Big data Technology 40

CSM Magazine

JUNE 22, 2018

WBR has announced the full agenda and speaker lineup for Field Service Amelia Island, a three-day conference that brings together some the world’s leading cross-industry service, support, and customer care leaders to share insights and best practices for building world-class service and support operations.

Best practices 40

Best practices Healthcare Customer Care Technology 40

ijgolding

JANUARY 22, 2018

During the hiring process, ask questions that will provide insight into a potential employee’s values, and only choose employees who have a real passion for providing excellent customer service, rather than those who are simply going through the motions. Send company personnel to a customer experience conference.

Customer Experience 76

Customer Experience Abandon rate Contact Center Customer Care 76

Stafford Communications

JULY 16, 2020

Arrive and get settled in the nicest conference room. Meet some supervisors, examine the break room, admire the room of metal boxes with blinking lights, chat with a few agents, and we’re back to the conference room for a deep dive into the proposal. These are key enablers of any customer care operation.

Healthcare 92

Healthcare Contact Center Customer Care Coaching 92

Aspect

MARCH 27, 2018

I was due in Charleston last week to spend some time with my favorite people, Executives in The Know (EITK), for their Customer Response Summit. We appreciate being able to learn directly from customer care leaders about what drives them, what keeps them awake at night, and what are their aspirations. Yes, I am, but I digress.

Customer Care 56

Customer Care Self service Technology Call Center 56