Customer Service Life

MAY 31, 2017

Jenny and I had the privilege and honor of presenting at the 2017 ICMI Contact Center Conference last week in Orlando, Florida. Customer Service Question: What did you speak on at the recent ICMI conference? You’ll also learn about the worst trouble we’ve ever gotten ourselves into.

Contact Center 90

Contact Center Customer Service Customer Experience 90

Shep Hyken

DECEMBER 1, 2021

Customers are beginning to feel the results of The Great Resignation , which quite honestly, is not so great. It has resulted in longer lines, longer hold times, and slower service – basically a lower level of customer service. . The best employees don’t just work for a paycheck. Follow on Twitter: @Hyken.

Healthcare 112

Healthcare Customer Service 112

Beyond Philosophy

DECEMBER 4, 2017

I have two internet service providers, one at my home in Florida and one at my home in the U.K. Both have dragged me through long bouts of customer service purgatory , with missed appointments, lousy modems and just a general “we don’t care about you” mentality. Customer service could get even worse, if that’s possible!

Start-ups 103

Start-ups Customer Experience Customer Service 103

Fonolo

APRIL 20, 2021

Often staffed with savvy, trained agents, these overflow handling services are skilled in interacting with consumers on voice calls. They can help reduce wait times while maintaining the standard of customer service that your organization has worked hard to level-set. These services are presented in alphabetical order.

Legal 148

Legal Finance Healthcare Customer Service 148

Callminer

MARCH 25, 2020

It may also interest you to know what we’ve done to help both our customers and non-customers alike during these challenging times. First, We Had a Business Continuity Plan (BCP) (and acted early). That plan contemplated the need to transition to a work-from-home workforce.

Finance 182

Finance Start-ups Compliance Contact Center 182

The Customer Service Blog

JUNE 22, 2024

In the last few months I’ve enjoyed holidays in Italy, Florida, and Spain. What are the views of The Customer Service Blog? Darren Bugg, Editor of The Customer Service Blog said: “As someone who has experienced skin cancer myself twice in recent years, I know the importance of being very careful in the sun.

Manufacturing 93

Manufacturing Customer Service 93

Beyond Philosophy

SEPTEMBER 3, 2020

When a door-to-door salesman you don’t know and haven’t done business with before comes to the house asking to trim the Palm trees, as happened recently at my Florida home, you think, “hmmm…what is he up to?” We believe that companies are always trying to get something out of you, so we have our defenses up.

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

Beyond Philosophy

NOVEMBER 28, 2016

Several years ago, in worldwide customer service experience research conducted for a major high-tech client, to drive stronger downstream customer behavior, it was found that processes and customer interaction had to take service employees well beyond the basics of knowledge, efficiency, and friendliness.

Customer Experience 145

Customer Experience Customer Loyalty Customer Satisfaction Sales 145

Beyond Philosophy

DECEMBER 5, 2016

There is an increasingly critical connection between brand promise, corporate trustability and reputation, the customer experience as created by people and processes, and downstream customer behavior. One of my favorite models for doing this is Baptist Health Care, based in Pensacola, Florida. Employees want enrichment.

Non-Profits 98

Non-Profits Social Media Healthcare Customer Experience 98

Execs In The Know

JANUARY 15, 2025

PHOENIX, ARIZONA January 14, 2025 Execs In The Know, a global community of Customer Experience (CX) leaders, is thrilled to announce the keynote speakers for its highly anticipated Customer Response Summit (CRS) in Clearwater Beach, Florida, March 3-5, 2025.

Actionable Insights 40

Actionable Insights CX Transformation Innovation Contact Center 40

Beyond Philosophy

DECEMBER 26, 2017

Here are some highlights, from a recent employee ambassadorship study conducted on behalf of the customer service operation of a major insurer: • In prior engagement studies, our client had identified poorly performed employee attributes. The post Is Your Company Surveying Employees For Their Commitment To Customers and CX?

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. Have them fill their net with good emotions, leaving you to reel them in with a Customer Experience that delivers time after time. Customer loyalty is a function of customers’ memories. I enjoy fishing.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Fonolo

MAY 10, 2023

Consider attending an industry event if you’d like to sharpen your management and customer service skills. Call Center and Customer Service Conferences If you’re wondering what contact center or customer service industry conferences to attend in 2023, we’ve got you covered! You’ll be glad you did!

Contact Center 87

Contact Center Healthcare Gaming Innovation 87

Beyond Philosophy

AUGUST 11, 2022

She thinks customer service is out the window and that getting a good experience is a pleasant change from the usual. Customer service is not going well these days, and many problems are out there. Mandy Morgan wrote in with a litany of comments that support how I feel. Mandy is right. The reason he was given?

Net Promoter Score 146

Net Promoter Score Gaming Customer Service Customer Expectations 146

Fonolo

MAY 19, 2020

The customer service agents work 24/7 to serve Canadian banking, wealth and insurance at North America’s sixth-biggest bank by assets, along with its U.S. lender TD Bank, whose branch network stretches from Maine to Florida. Now, TD Bank has nearly 9,000 agents working from home. And that’s unlikely to change much now.

Real Estate 91

Real Estate Contact Center Technology Technology 91

Beyond Philosophy

MAY 31, 2016

Whether the “touch” is by paper, by a human being or by electronic or mobile means, organizations must offer consistent, seamless and positive experiences for customers. Service, especially, is often a major differentiator and lever for either customer advocacy or, if done grudgingly or poorly, customer defection.

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Service Quality Institute

NOVEMBER 3, 2020

I read many financial releases monthly on service leaders. All my research over the last 40 years shows firms who have awesome relentless customer service do much better than other firms. What was shocking to me is very few firms focused on customer service for their lifetime.

Customer Service 40

Customer Service E-commerce Sales Start-ups 40

Fonolo

MARCH 12, 2019

On a recent trip to Florida, my girlfriend could not understand how I could be excited by the prospect of visiting a grocery store. They make it fun by offering great products and friendly customer service that is unparalleled in the supermarket world. In Conclusion. After all, buying groceries is not supposed to be fun.

Customer Experience 86

Customer Experience Retail Omnichannel Customer Satisfaction 86

Chip Bell

APRIL 9, 2019

When the bank purchased Barnett Bank, the largest bank in Florida, McColl commissioned the construction of a large high rise bank building in Tampa which the locals called the “Beer Can Building.” It was a tall circular structure that dominated the Tampa skyline.

Entertainment 84

Entertainment Construction Customer Expectations Innovation 84

Hodusoft

JUNE 30, 2022

Held in Florida, this annual event brought together 300+ exhibitors and 200+ speakers for the conferences. Paving the path to raising new hopes in business communication technology, HoduSoft enjoyed this opportunity to participate in one of the most well-attended tech events of the year, ITEXPO 2022 , Florida. Automates mundane tasks.

Contact Center 52

Contact Center Technology Technology Gaming 52

Aquire

SEPTEMBER 20, 2021

The advantages of video chat for customer service. Church By The Sea in Madeira Beach, Florida – The pattern-seeking human mind sees a chicken as the face of this building. When it comes to business, video helps you build rapport with customers and personalize sales and support. Here are three important benefits: 1.

Retail 86

Retail Omnichannel Start-ups Sales 86

Beyond Philosophy

MAY 24, 2016

The important thing for marketers is that ordinary people, especially employees and customers, can be a pivotal component of a campaign or communication strategy, an opportunity to drive profitability and growth for a brand. You Also Might Like… 4 Ways to Get Word-of-Mouth With Customer Service.

Social Media 94

Social Media Government B2B B2C 94

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Chip Bell did a fantastic job of wrapping up the conference and inspiring us to deliver a customer experience that sparkles. The post Recapping the 2017 ICMI Contact Center Conference appeared first on Customer Service Life.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Beyond Philosophy

NOVEMBER 14, 2017

At Southwest, the essence of their culture is that employees rank first, customers second, and shareholders third. Since the company’s founding almost 50 years ago, part of its corporate mantra and mindset is that the enterprise is in the customer service business – they just happen to fly airplanes.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Fonolo

APRIL 23, 2019

And we at Fonolo know how to kick things off: We’ll be exhibiting at the highest-rated event for contact center professionals: ICMI’s 2019 Contact Center Expo and Conference, taking place May 13-16 at The Diplomat Beach Resort in Hollywood, Florida. How to Reduce Contact Center Costs AND Improve Customer Service.

Contact Center 57

Contact Center Education Gaming Customer Retention 57

Beyond Philosophy

JANUARY 3, 2017

Employees’ actions, including expressing themselves face-to-face and through digital means, directly and indirectly impact much of what we understand about customer experience-based emotion and memory, leading to downstream behavior. You Also Might Like… Culture, Not Rogue Employees to Blame at Wells Fargo.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

Fonolo

MAY 1, 2018

Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. What better way to start the action than by exhibiting at the highest rated event for contact center professionals?

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille. What About Year Two?

Hospitality 48

Hospitality Hospitality Customer Experience Start-ups 48

Customer Bliss

DECEMBER 6, 2016

Camille Harrison is the Group Vice President and Chief Customer Officer for Florida Blue. Starting many years ago as a customer service rep, Camille has been in the “service” lane her entire career. Episode Overview. She has been in the role now for almost 40 months. About Camille. What About Year Two?

Hospitality 47

Hospitality Hospitality Customer Experience Start-ups 47

Intercom

FEBRUARY 3, 2022

. “I love that we’re starting to spend more thinking time around, ‘Maybe we should spend more effort making sure that customers we’ve already earned are happy’” Liam: Let’s talk about customer engagement. Meaning that customers believe that customer service is worse today than it has ever been.

Real Estate 111

Real Estate CX Social Media Start-ups 111

Customer Bliss

APRIL 12, 2019

Monica Whiting , Vice President of Customer Experience at TECO energy , shares tactics and plans to help you strategize short-term and long-term goals for CX, regardless of your industry. TECO is a utility company that provides electric and natural gas services in Tampa, Florida, and gas services across the state of Florida.

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

Steven Van Belleghem

MAY 29, 2022

It’s about rebalancing the – currently out of whack – loyalty system where customers can get more value and more engagement than ever. Research by the University of Sydney, University of Florida, and Rutgers University uncovered that serendipity and seemingly random discoveries can play a huge role in customer satisfaction.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

TeamSupport

JULY 14, 2020

But with the right B2B (business-to-business) customer support software, it’s easy for support, sales, and product development teams to all have full visibility into the history of the customer, what products they are using, and what communication has occurred throughout the relationship. Here in Part 3, let’s break down silos.

B2B 59

B2B Sales Customer Service Customer Relationship 59

Beyond Philosophy

NOVEMBER 22, 2017

Build this into every employee’s career path, and the employee, customer, and enterprise will be richer for it. You Also Might Like… 6 Key Statements to Propel Your Customer Experience Program. Four Tools To Help Customer Service Survive The Holidays. The post Customers Have Life Cycles. Guess What?

E-commerce 89

E-commerce Business Administration Omnichannel Retail 89

Beyond Philosophy

JULY 5, 2016

Going beyond customer service to creating a real emotional connection to a product, service or company will drive market differentiation, customer loyalty and growth.”. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

CX Journey

DECEMBER 20, 2017

An effective customer service solution has always been a tool that helps businesses stand out. However, customers recently have come to expect more from businesses in terms of service, forming a landscape that’s saturated with options, and thus hyper-competitive.

Social Media 66

Social Media Touchpoint Customer Expectations Customer Service 66

Beyond Philosophy

SEPTEMBER 6, 2016

While much attention is given to learning what leverages customer retention, customer loyalty, positive customer relationships, and even customer risk and loss, there is little research around what causes a prospect to become, or not become, a first-time customer. Why CMOs Don’t Last.

Non-Profits 74

Non-Profits Customer Acquisition Social Media Sales 74