Skybridge

JUNE 3, 2020

With all of the unprecedented turmoil, uncertainty, and unprecedented change, most businesses – and their customers – have experienced equally tumultuous changes. To keep up market demands and rebuild robust, positive CX, Rimer suggests that customer-centric organizations will now need to “relearn the shifting needs of their customers.”.

B2B 52

B2B Customer centricity Surveys Best practices 52

Skybridge

AUGUST 24, 2023

As queues grow longer, customer patience grows shorter. When you can’t keep up, your customers may move on. Gone are the days when retail, customer-centric brands can successfully train their customers to schedule their requests for help within a 9-5 weekday window. You’re a Monday-Friday operation in a 24/7 world.

outsourcing 52

outsourcing Contact Center Customer Care Average Handle Time 52

Skybridge

APRIL 23, 2021

Be sure you’ve got a customer-centric value or two, and make sure to not only socialize but operationalize. This promise to your customers should be reflected in everything you do. Everything you do must be aligned with your values, and they should be integrated into everything you do. Brand promise.

Customer Care 52

Customer Care Customer centricity Customer Experience Sales 52

Skybridge

SEPTEMBER 22, 2020

Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And while many brands – even stable, highly successful ones – have responded admirably, they have also struggled to truly understand what this all means for the customer journey. They fluctuated.

Customer centricity 52

Customer centricity Customer Care Marketing Customer Experience 52

Skybridge

NOVEMBER 12, 2020

Even as 2021 looms, too many people say “Customer Experience” when they actually mean “Customer Service.” And too many executives perceive Customer Experience as something they can train their employees to do without seeing the bigger picture and building the requisite customer-centric culture, processes and technology.

Customer Care 52

Customer Care Government Self service Education 52

Skybridge

SEPTEMBER 29, 2020

This year, you face the additional challenges of maintaining the safety of your customers and employees, accommodating the (perhaps temporary) end to many of the traditional ways you may have served your customers previously, and anticipating your customers’ ever fluctuating needs. It’s a tall order.

Call Center 52

Call Center Customer Care outsourcing Customer centricity 52

Skybridge

AUGUST 24, 2022

If you look at your customer care through these three simple but critical lenses and find your customer care wanting, I hope you’ll reach out to us at Skybridge Americas. We specialize in delivering superior customer experiences for customer-centric brands, and we would love to talk about how we can help you!

Average Handle Time 52

Average Handle Time Customer Care contact center solutions Scripts 52

Skybridge

APRIL 26, 2022

“Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?”. That’s the opening line in a recent CMS Wire article by Jason VandeBoom. It’s also the central, multi-million-dollar question at the heart of retail business plans these days.

Customer Care 52

Customer Care Feedback Customer centricity Best practices 52

Skybridge

OCTOBER 5, 2020

The way your customer care agents are hired, onboarded, coached, recognized, and set up to succeed determines whether your CX plans will come to life. At Skybridge Americas, we have set the industry standard for leading teams of talented, enthusiastic, customer-centric and service-driven customer care agents.

industry standards 52

industry standards Customer Care Customer centricity Coaching 52

Skybridge

JULY 31, 2020

In response to these changes, most customer-centric brands are undergoing their own dramatic recalibrations. If you doubt that, consider the many basic, everyday products and services that were so easily accessible, pre-COVID, that we took them for granted — that are now sought, hoarded, compared, rated, and prized as treasures.

Customer centricity 52

Customer centricity Customer Care Marketing Sales 52

Skybridge

SEPTEMBER 7, 2022

Does your customer care team have the resources to meet the demands of today’s easily agitated customers? At Skybridge Americas, we have been leading the way in delivering superior customer experiences for customer-centric brands. If you’d like to learn more about how we can help you, please reach out.

Customer Care 52

Customer Care Customer centricity Self service Contact Center 52

Skybridge

MAY 25, 2021

But increasingly, CMOs are making it a priority to work closely with contact center leaders because of the growing importance of customer experience (CX) management in driving revenue. Most customer-centric CMOs are aware of this fact. The results show that 34% of U.S. CMOs have cited improving CX as their biggest concern.

Interactive Voice Response 52

Interactive Voice Response Contact Center Customer Care Customer retention 52

Skybridge

APRIL 12, 2022

But those same customers absolutely demand that, when they reach out to that same brand for support or assistance on non-basic matters, they have quick access to a caring person who will listen, solve, and show authentic human care. And they have a sophisticated understanding of what truly customer-centric brands are capable of delivering.

Contact Center 52

Contact Center Customer Care Engineering Surveys 52

Skybridge

APRIL 19, 2021

Admittedly, this CX factor lacks the warm, feel-good appeal of in-person customer interaction. Nonetheless, a customer-centric implementation of IT will be critical for providing the insights you need to design the optimal experience. Here are five important ones you might not be thinking about. Technology, Data, and Analysis.

Customer centricity 52

Customer centricity Customer Care Sales Consulting 52

Skybridge

SEPTEMBER 2, 2020

It’s a Whether it’s Qualtrics, Survey Monkey or ZenDesk, it’s time to ask in no uncertain terms how your customers think you’re doing and what you need to differently to meet their changing needs. Getting into a customer-centric huddle is not enough. There is literally no other way to get this information besides asking.

Metrics 52

Metrics Surveys Customer Care Customer centricity 52

Skybridge

OCTOBER 13, 2020

At the heart of all five, unsurprisingly, there is a total focus on customer-centricity. Aves suggests that there are 5 critical steps to achieving the right reset. After all they’ve been through, consumers are weary, fatigued, and easily frustrated by poor service or a perceived lack of empathy.

Customer Care 52

Customer Care Customer centricity Marketing Analytics 52

Skybridge

OCTOBER 28, 2020

He proved that a positive, empowered, customer-centric culture is the key to delivering superior ROI. Here are 5 key customer care leadership lessons we can all take from Hsieh’s experience. Hsieh, who wrote the New York Times best seller, Delivering Happiness, is often described as someone who humanized the tech workplace.

Customer Care 40

Customer Care Advertising Customer centricity Chatbots 40

Skybridge

JULY 16, 2020

Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. How is your current customer care operation supporting your brand in being customer centric?

Customer centricity 52

Customer centricity Finance Advertising Big data 52