Customer Care, Surveys and Transportation

Behind the Scenes of Government Social Media Customer Care

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. I’m the Director of Web and Social Media Services for the Ministry of Transportation and Infrastructure in the BC Public Service. Thanks, Dad.

Government

Government Customer Care Transportation Benchmark

Guest Post: 4 Ways to Transform Customer Experience While Growing Rapidly

ShepHyken

DECEMBER 3, 2021

He shares the four key areas that lead to elevated customer experiences while growing rapidly. In April 2021, I had the honor of becoming the chief executive officer of Xpress Global Systems (XGS), a trucking company that specializes in transporting flooring products across all 50 of the United States.

Customer Experience

Customer Experience Transportation Feedback Metrics

Lessons from 10 Years Working in Public Service Social Customer Care

Russel Lolacher

APRIL 5, 2021

Time flies, and my decade in the public service at the BC Ministry of Transportation and Infrastructure has certainly attested to that. Ten years of leading a provincial government team in web services and social customer care has been a challenging and rewarding experience. Oh, it’s been amazing.

Customer Care

Customer Care Government Transportation Employee engagement

A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik

Expivia

JANUARY 29, 2021

With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com. I’m Jimmy Budnik, the VP of customer Care and CRP at Overstock.com. And really early on I was asked to work on reverse Logistics and returns, and that was my first exposure to the customer care team at Overstock.

Customer Care

Customer Care CRM Self service Call Center

A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik

Expivia

JANUARY 5, 2021

With us today we have Jimmy Budnik, the VP of Customer Care and CRP at Overstock.com. I’m Jimmy Budnik, the VP of customer Care and CRP at Overstock.com. And really early on I was asked to work on reverse Logistics and returns, and that was my first exposure to the customer care team at Overstock.

Customer Care

Customer Care CRM Self service Call Center

Conduent CX Research Finds Strong CX Fundamentals Are Essential in the Consumer Relationship

CSM Magazine

SEPTEMBER 14, 2023

certification across delivery centers and geographies) CX Impacts Business Research shows companies have made progress on the level of customer care provided, but brands still must do better. Customers are seeking out faster, simpler transactions, more consistency across channels, and easier access to live support.

Journey mapping

Journey mapping Government Transportation Customer Care

Guest Blog: Live Chat Simplifies the Customer Journey

ShepHyken

NOVEMBER 10, 2017

Known as ixibaba, the live chat helps travelers plan a trip through live conversation, allowing them to find the best flights, hotels, and transportation. 3. Provides a seamless customer on-boarding experience. Live agents enable businesses to offer seamless customer support and onboarding experiences.

Transportation

Transportation Analytics Banking Metrics

Customer service challenges of remote work

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. Today, according to Gartner , 76% of customer service and support functions have 80% to 100% of their staff working from home. But that is not enough to make them loyal.

Customer Service

Customer Service CRM Abandon rate Transportation

Customer service challenges of remote work

ViiBE Blog

JANUARY 19, 2022

Companies were clueless about how such massive customer service teams which worked exclusively in offices with fixed desktop systems could work from home. While customer service executives continue to work remotely, certain challenges have propped up in recent times and have impacted the Net Promoter Scores of many brands.

Customer Service

Customer Service CRM Abandon rate Transportation

How to measure and track product/market fit

delighted

JUNE 29, 2021

For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. Or, try searching for hashtags on Twitter to hone in on topics your target customers care about most. Simply put, product/market fit is the ability of a product to satisfy the needs of a good market.

Marketing

Marketing SaaS Metrics Transportation

What is Involved in Social Customer Care for a 1 in 500 Year BC Flood

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care

Customer Care Transportation Government Construction

AI Customer Service: Today’s Most Transformative Technologies

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology

Technology Customer Service Gamification Contact Center

What is Involved in Social Customer Care for a 1 in 2000 Year BC Flood

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy.

Customer Care

Customer Care Transportation Government Construction

Navigating the Work-From-Home Contact Center from A to Z: An in-depth interview with Customer Service and Work-From-Home Expert, Michele Rowan

Vistio

APRIL 2, 2022

And once I moved from human resources to operations, I eventually landed at Hilton Hotels and I spent 12 years with Hilton reservations and customer care. So it’s the reservations and customer service arm of the hotel organization. And while I was with Hilton, I ran a large contact center for them in Tampa, Florida.

Contact Center

Contact Center Real estate Customer Service Self service

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

COPC

NOVEMBER 13, 2019

Shouqi Limousine & Chauffeur is an online car hailing platform established by Shouqi Group, answering the call of the Ministry of Transport on the renovation of the traditional taxi operations. Q: What do you consider to be the biggest challenge for the customer service centres of car hailing industry?

Customer centricity

Customer centricity Consulting Consulting Transportation

Top 51 Customer Service Leaders – Best Customer Experience Influencers

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience

Customer Experience Customer Service Consulting Consulting

This is What Exceptional Customer Service Looks Like In 2018

Comm100

AUGUST 23, 2018

Get on Board: Consider what your customers need, and how you can meet these needs in your company app. For example, if your customers need simple, on-the-go access to customer care, consider adding mobile live chat to your app (for an example of this, look no further than the GEICO Mobile App ). Who is doing this right?

Customer Service

Customer Service Chatbots Customer centricity Customer Care

Customer Contact Central

Behind the Scenes of Government Social Media Customer Care

Guest Post: 4 Ways to Transform Customer Experience While Growing Rapidly

Trending Sources

Lessons from 10 Years Working in Public Service Social Customer Care

A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik

A Conversation with the VP of Customer Care and CRM at Overstock.com- Jimmy Budnik

Conduent CX Research Finds Strong CX Fundamentals Are Essential in the Consumer Relationship

Guest Blog: Live Chat Simplifies the Customer Journey

Customer service challenges of remote work

Customer service challenges of remote work

How to measure and track product/market fit

What is Involved in Social Customer Care for a 1 in 500 Year BC Flood

AI Customer Service: Today’s Most Transformative Technologies

What is Involved in Social Customer Care for a 1 in 2000 Year BC Flood

Navigating the Work-From-Home Contact Center from A to Z: An in-depth interview with Customer Service and Work-From-Home Expert, Michele Rowan

Conversations with Clients: Du Duo, Shouqi Limousine & Chauffeur

Top 51 Customer Service Leaders – Best Customer Experience Influencers

This is What Exceptional Customer Service Looks Like In 2018

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