ShepHyken

OCTOBER 22, 2018

Facebook Messenger is becoming a great customer support channel, and more than 300,000 companies are on it with their chatbots as the first line of customer service. Millennials vs Gen Z: How Their Customer Care Preferences Compare by Guthrie-Jensen Consultants. Guthrie-Jensen Consultants, Inc.)

Customer Service 57

Customer Service Chatbots Consulting Consulting 57

Beyond Philosophy

FEBRUARY 10, 2022

For example, organizations are motivated to care about Customer Experience because it’s what their customers care about, and customer reactions to experiences drive the results at the bottom line. We explore the many reasons why customers do what they do—and what you should do about it.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

CCNG

DECEMBER 18, 2024

David Reed is a CCNG member and Customer Service and Process Training Expert. Customer Service has always been Davids passion. He began Customer Centered Consulting Group over 20 years ago to help organizations of all types improve their effectiveness. Start a service revolution where you work.

CCNG 195

CCNG Consulting Consulting Customer Service 195

Vcaretec

JUNE 6, 2022

When it comes to customer care across major industries, like Retail & E-Commerce, Wireless & Telecommunications, and Healthcare, there are plenty of smart minds out there. As a leader in outsourced customer service solutions, the customer care specialists at Vcare voted on fifty of the top thought leaders in our space.

Customer Care 98

Customer Care Chief Customer Officer CRM Wireless 98

Beyond Philosophy

APRIL 9, 2022

My regular readers will remember that customers satisfaction scores across the board are falling or stagnating for most organizations. The American Customer Satisfaction Index published a report that suggested customer satisfaction was approaching a 17-year low. What’s more, customers care about this dissatisfaction.

Consulting 60

Consulting Consulting Customer Care Surveys 60

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

AUGUST 10, 2016

Consumers in this part of the world still appreciate the retail outlets or customer care channels for the speed of service. More of these consumers (66%) want self-service for their needs over calling into customer care. How to Measure Customer Emotions. In the past, that meant having the best price.

Wireless 265

Wireless Self service Surveys Consulting 265

Beyond Philosophy

APRIL 14, 2015

If you don’t see Customers there, they didn’t make the cut. Ask yourself, does the Customer Care Center receive accolades publically? Many times Customer service employees are treated like second-class citizens. When was the last time it highlighted the work of the call center or Customer care reps?

Chief Customer Officer 310

Chief Customer Officer Customer Care Education Customer Experience 310

Beyond Philosophy

MARCH 8, 2017

It isn’t clear, but it feels as if no customer call information ever gets recorded. In Florida, we are having problems with our service, so I called customer care. The Brighthouse/Spectrum customer service representative told me an engineer was scheduled to see me the next day. Telecoms lack follow through.

Customer Experience 312

Customer Experience Customer centricity Engineering Consulting 312

Vcaretec

JUNE 6, 2022

There are also other major ROI benefits to an outsourced customer care center for firms in an array of industries, from Retail & E-Commerce, to Healthcare, to Financial Services, to Wireless & Telecommunications. Are you assessing the ROI of your call center and customer care solution?

Customer Care 85

Customer Care Wireless Telecommunications outsourcing 85

Call Center Weekly

OCTOBER 25, 2017

C-Suite executives must ‘Mind the Gap’ between shifting customer expectations and leadership roles. The customer cares about the experience, not the titles. Establishing a borderless community benefits employee morale, creates a culture of entrepreneurship, empowerment, and growth both for the employee and customer base.

Morale 192

Morale Consulting Consulting Customer Care 192

Beyond Philosophy

SEPTEMBER 17, 2020

Townsend has a few suggestions when it comes to practical tips about the effects of esthetics on customer behavior. Realize that aesthetics matter when customers look at things. Customers care what things look like more than you think and for all types of purchases. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

CSM Magazine

SEPTEMBER 6, 2023

Websites have been great for this and have replaced a lot of work that customer care agents previously handled. Talking with a web design and SEO consultant during the website development phase could eliminate many of these problems. Callers should also understand the restrictions that customer care agents are bound by.

Customer Care 98

Customer Care Scripts Engineering outsourcing 98

Beyond Philosophy

SEPTEMBER 12, 2020

It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School. Click here find out more.

Consulting 284

Consulting Consulting Customer Care Customer Experience 284

ShepHyken

SEPTEMBER 17, 2021

“Can the customer count on your product and/or service to deliver the same dependable quality each time they purchase it?” . A genuine focus on the customer’s needs leads to proactive customer care that endears them even more to the company, Pedowitz says. Anticipate needs. That’s loyalty gold,” he says.

Customer Experience 282

Customer Experience Consulting Consulting Customer Care 282

CCNG

JUNE 26, 2020

With so much being shared around work-from-home over the past 45 days, we wanted to bring you some insights from our member The Northridge Group, Tina Suthers, senior consultant CX. In these discussions, members share and support each other with perspectives about their current approach to customer care.

CCNG 195

CCNG Employee engagement Best practices Customer Care 195

Beyond Philosophy

APRIL 13, 2016

The subconscious signal of offering a loyal customer $23.29 for their trouble says, “We don’t care.” This same effect was realized in a Twitter exchange with their Customer Care. The post Hypocrisy revealed of major US company appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

Consulting 282

Consulting Consulting Marketing Customer Experience 282

ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow.

Customer Service 223

Customer Service Journey mapping Customer Care Consulting 223

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. The post Lessons from 10 Years Working in Public Service Social Customer Care appeared first on Russel Lolacher. Oh, it’s been amazing.

Customer Care 98

Customer Care Government Transportation Employee engagement 98

Beyond Philosophy

MARCH 15, 2016

It’s “Care.” ” It’s impossible to have customers care for you if they don’t feel you care for them. Your care for them is mandatory; their care for you is optional. “If If we don’t take care of our customers, someone else will.” ~ Unknown. Care in the air.

Customer Experience 271

Customer Experience Journey mapping Customer Care Customer emotions 271

Outsource Consultants

JULY 5, 2024

Louis Park, MN – July 09, 2024 – Outsource Consultants, a leader in contact center outsourcing, is excited to announce our initiative as a premier CX advisory firm. Outsource Consultants CX Advisory experts help brands turn economic uncertainty into opportunity by driving digital engagement for operational efficiencies and cost savings.

Consulting 67

Consulting Consulting outsourcing industry standards 67

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Want to build your own banking chatbot? Get our 14-day free trial.

Banking 95

Banking Chatbots Customer Care Self service 95

Upstream Works

MARCH 26, 2020

This is especially true for video and co-browse customer care solutions. With high-quality and ease of use being on par with making a phone call, they provide the tools necessary to extend your reach, optimize resources, and strengthen customer engagement as people self-isolate. Video use case 2 – branch bank services.

Customer Care 78

Customer Care Healthcare Banking Finance 78

CCNG

APRIL 2, 2021

Bob Azman works with CCNG members sharing experience and perspectives in Customer Experience and Customer Care. Bob’s an innovative and visionary executive with an exemplary record of providing customer-driven solutions to companies in high growth or rapidly changing business environments.

CCNG 195

CCNG Customer Experience Journey mapping Consulting 195

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases Future Contact Center Outlook, 2025 – 2040. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Contact Center Gamification 62

BlueOcean

APRIL 7, 2025

And youre ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI and customer care are growing deeply intertwined, with intelligent tech delivering powerful insights for hyper-personalized experiences. Schedule a consultation with Blue Ocean.

62

62

Interaction Metrics

AUGUST 14, 2024

If you’re not sure how your customers perceive your customer service, it’s time for a customer service consulting firm. What Exactly is Customer Service Consulting? Whether it’s tech support, consumer affairs, front desk personnel, or inside sales, ensuring that every interaction is exceptional is crucial.

Consulting 62

Consulting Consulting Customer Service Surveys 62

Outsource Consultants

MARCH 30, 2025

At Outsource Consultants, we’ve witnessed firsthand how this Southeast Asian nation has become a prime destination for multilingual customer support. Enhanced Customer Satisfaction Providing support in a customer’s native language significantly improves satisfaction and loyalty.

Call Center 67

Call Center outsourcing Consulting Consulting 67

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 consultants. Consistently.

Customer Service 195

Customer Service CCNG Journey mapping Consulting 195

DMG Consulting

AUGUST 3, 2020

DMG Consulting Releases 2020 – 2021 Interaction Analytics Product and Market Report. IA proves essential during COVID-19 for customer insights and employee oversight. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services.

Consulting 62

Consulting Consulting Analytics Marketing 62

DMG Consulting

APRIL 15, 2020

DMG Consulting Releases 2020 – 2021 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store. About DMG Consulting LLC.

Consulting 62

Consulting Consulting Marketing Management 62

DMG Consulting

NOVEMBER 14, 2020

DMG Consulting Releases 2020 – 2021 Digital Customer Service Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2020 – 2021 Digital Customer Service Product and Market Report.

Consulting 62

Consulting Consulting Marketing Customer Service 62

ShepHyken

OCTOBER 26, 2018

Keynote speaker and sales, service, and leadership consultant Tim Richardson works with corporate clients, associations, and the hospitality and private club industry to help them unlock the blocks to effective sales, service, and leadership.

Consulting 290

Consulting Consulting Sales Marketing 290

ShepHyken

NOVEMBER 7, 2017

Great Clips knows their customers, when they last came in for a haircut, and when they need to come back for the next one. They understand what the customers want and what’s important to them. The Great Clips Five Steps to Customer Care: 1. Greet the customer when they come in, with eye contact.

Wait times 196

Wait times Consulting Consulting Customer Care 196

CCNG

OCTOBER 14, 2021

They not only know their product or services, but they also possess a rolodex of other industry contacts for you to consult. 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

DMG Consulting

DECEMBER 7, 2020

DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. Where: Available at the DMG Consulting online store.

Consulting 62

Consulting Consulting Contact Center Marketing 62

BlueOcean

MARCH 24, 2025

Your customer care partner is going to focus their time and resources on meeting these targets. Accurate call volume forecasting informs the strategy around staffing, the allocation of skills and human resources, and the strategy around deploying channels and AI for customer care. Schedule a consultation now.

Contact Center 62

Contact Center Automotive outsourcing Analytics 62