Customer Experience
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Improve Your Customer Experience or Become Poor

Improve Your Customer Experience or Become Poor | Customer Experience | Scoop.it
“Our customer experience is so poor that we lost the 10% growth we achieved last year. What happened?” “How are we going to increase our sales by 15%?” “We need more customers! How are we g…
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Multi-Channel vs Omni-Channel Customer Experience

Multi-Channel vs Omni-Channel Customer Experience | Customer Experience | Scoop.it
Do you have a multi-channel or an omni-channel customer engagement strategy? Do you know the differences between the two? It’s not just a “tom-a-to” / “tom-aw-to” situation. Almost every da…
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Why 90% of Companies Fail at Delivering Consistent Customer Service

Why 90% of Companies Fail at Delivering Consistent Customer Service | Customer Experience | Scoop.it
I recently had a really interesting chat with a former New-York customer service representative I met through Twitter. You can read the customer service and CSR stories she gathers at @RealCSRStories (I rarely tell people to follow someone but she really deserves some attention. So go ahead and click here to follow!). I really like...
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Making the Business Case for Contact Center Transformation

Making the Business Case for Contact Center Transformation | Customer Experience | Scoop.it
Organizations at all levels are increasingly leveraging new technologies and service offerings to transform legacy contact centers in order to extend and enhance levels of customer engagement, improve revenues and seize productivity gains.
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Your Competitors Love Your Poor Customer Experience - Scoop.co.nz (press release)

Your Competitors Love Your Poor Customer Experience - Scoop.co.nz (press release) | Customer Experience | Scoop.it
Your Competitors Love Your Poor Customer Experience Scoop.co.nz (press release) According to Chris Bell Managing Director of Customer Experiences a company that specialises in the development of high quality customer experiences most SMEs don't...
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Customer Centricity Should be at the Core of Customer Service

Customer Centricity Should be at the Core of Customer Service | Customer Experience | Scoop.it
The Internet has changed the way organizations interact with their stakeholders, both internal and external. But, have companies truly made the effort to implement a strategy to communicate effective…
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MediaPost Publications Consumers Viewing Social As Customer Service Channel 06/26/2014

MediaPost Publications Consumers Viewing Social As Customer Service Channel 06/26/2014 | Customer Experience | Scoop.it
Consumers Viewing Social As Customer Service Channel - 06/26/2014
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What is a Good Net Promoter Score?

Adam Ramshaw, Director of Genroe, provides an answer to the commonly asked question - What is a Good Net Promoter Score? ------------------------------------...
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How Customer Service and Sales Are Forever Connected

How Customer Service and Sales Are Forever Connected | Customer Experience | Scoop.it
Last week, the Internet was a buzz with the recording between Ryan Block, former CEO of Engadget, and the representative from Comcast. Mr. Block and his wife called to terminate their Comcast service....
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How Social Customer Service Can Prevent Another Comcast Call Heard Round the World | Social Media Today

How Social Customer Service Can Prevent Another Comcast Call Heard Round the World | Social Media Today | Customer Experience | Scoop.it
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Customer Data: The Secret to Long-Term Business Success

Customer Data: The Secret to Long-Term Business Success | Customer Experience | Scoop.it
Decades ago, commerce was personal. You went down to the corner store or the butcher shop and the owner knew your name. What’s more, he’d make sure your preferences were stocked. You didn’t have to ask. It was truly A Wonderful Life. Then things started to change. Businesses became bigger and lost the personal touch....
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The Dark Age of Customer Service

The Dark Age of Customer Service | Customer Experience | Scoop.it
If you’re reading this post, chances are you view customers as the most vital ingredient to your business’ success. Yes, you’re dedicated to enhancing the customer experience, but consider for a moment just how often you’ve made a customer say, “Oh wow!” If the answer is “never” or “not too often,” don’t beat yourself up. You’re...
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Social Media Research of Customer Experience is a Smart Marketing investment

Social Media Research of Customer Experience is a Smart Marketing investment | Customer Experience | Scoop.it
Listening to customers through social media channels, is a well established practice for support of Customer Service and PR business processes. Marketing organizations are less known for their succes…
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How to Improve Customer Service with a Touch Point Map

How to Improve Customer Service with a Touch Point Map | Customer Experience | Scoop.it
Have you ever bought a product or service where you were excited about your decision to buy (maybe after a rigorous buying process), only to be very disappointed by the delivery? It happens all the time. Buyers deal with a great sales person, but delivery is slow, installation sloppy, customer service doesn’t solve problems and/or...
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Call Center Week Retrospective: The Jabber About Chat - Think customers: The 1to1 Blog

Call Center Week Retrospective: The Jabber About Chat - Think customers: The 1to1 Blog | Customer Experience | Scoop.it

Via Bill Connell
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What is NPS and Why Should You Care?

What is NPS and Why Should You Care? | Customer Experience | Scoop.it
Have you ever liked a company so much, you had their logo tattooed on your arm? Me neither, but it happens. Just ask Harley Davidson and their army of fans who keep the Harley logo consistently on the list of top 50 tattoo designs.
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