Online customer care insights
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Online customer care insights
Insights and thoughts on the future of online customer service.
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Ryanair - Defying All the Odds to Create a Great Customer Experience - Business 2 Community

Ryanair - Defying All the Odds to Create a Great Customer Experience - Business 2 Community | Online customer care insights | Scoop.it

Via Colin Taylor TRG
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Customer-Centric Transformation: What Good Looks Like — Acquisition ... - Customer Think

Customer-Centric Transformation: What Good Looks Like — Acquisition ... - Customer Think | Online customer care insights | Scoop.it
Customer-Centric Transformation: What Good Looks Like — Acquisition ...
Customer Think
Designing and executing a customer-centric business model requires end to end organisational alignment.
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7 Proven Methods to Increase Customer Retention for Ecommerce Sites

7 Proven Methods to Increase Customer Retention for Ecommerce Sites | Online customer care insights | Scoop.it
While building up eCommerce business, an important element is often overlooked by most of the online merchants.

Via Brianna Wills
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4 Processes for Turning Customer Ire Into Loyalty - CRM Buyer

4 Processes for Turning Customer Ire Into Loyalty - CRM Buyer | Online customer care insights | Scoop.it
4 Processes for Turning Customer Ire Into Loyalty
CRM Buyer
Do you have a way for your customer service reps to help effect improvement?
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Technology and $300 dollar Coronas help transform the Retail Customer Experience at Tory Burch

Technology and $300 dollar Coronas help transform the Retail Customer Experience at Tory Burch | Online customer care insights | Scoop.it

Via Mike Ellsworth
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Mike Ellsworth's curator insight, January 26, 2014 1:41 PM

This is a long personal case study, but very worth it if you want to know how to combine online and offline customer service to produce easy sales. The takeaways:

 

It takes PeopleGet the right people onboardTechnology that enablesLittle Something ExtraMeasure, measure, and loop
Via @9INCHmarketing
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Customer Service Mantra 2014 [Inforgraphic]

Customer Service Mantra 2014 [Inforgraphic] | Online customer care insights | Scoop.it

Providing excellent customer service is an integral part of business success. Creating a customer oriented culture is not only a way to differentiate yourself from the competition, but also a solution to building lasting relationships with clients.

 

Communication is key to finding out what aspects of customer service consumers believe have the biggest value to them. What tops the list of customer expectations, see and read in our infographics.

To make sure you grasp the bigger picture and remember throughout the year the things you need to attend to, there are 8 key phrases at the bottom of the infographics, which make up the customer service mantra.

 

“Chanting” the mantra, you will ensure your company stays on top of customer expectations all year round.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, January 20, 2014 4:14 PM

This mantra forms the basis for the #customerexperience competencies that any customer facing organization must master and deliver.

ICSA's curator insight, January 21, 2014 8:15 AM

Great view of Customer Expectations in 2014.  How does your organization measure up?  Are you providing exceptional Customer Experiences??

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50 Inspirational Customer Service Quotes

50 Inspirational Customer Service Quotes | Online customer care insights | Scoop.it
Some of the most successful companies have one thing in common – incredible customer service. These businesses go out of their way to make the customer feel appreciated, understood and cared for.
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The Evolution of the Customer Service Experience [INFOGRAPHIC]

The Evolution of the Customer Service Experience [INFOGRAPHIC] | Online customer care insights | Scoop.it
A study of more than 8,000 consumers showed that 74 percent of customers use at least three channels when interacting with customer service.
Customericare's insight:

Interesting, now let's see what the future will bring after social customer care... Maybe an evolution of online chat tools to become more social and mobile.

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Omnichannel Survey (Infographic) - Zendesk

Omnichannel Survey (Infographic) - Zendesk | Online customer care insights | Scoop.it

Consumers are demanding seamless, consistent service across all channels, and companies are ramping up their omnichannel strategies. How are they doing?

 

Loudhouse surveyed 7,000 consumers in seven countries to find out more about the gap between consumer expectations and what shoppers experience in the real world. In addition to the global findings below, check out our country-specific graphics for Australia, the U.K., and the U.S.


Via Russ Merz, Ph.D.
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Russ Merz, Ph.D.'s curator insight, January 19, 2014 1:27 PM

This Infographic contains some interesting research findings from the consumer prespective about the delivery of #customerservices across channels. Highlighted are the gaps that exist.

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Encouraging Customer Feedback to Foster Brand Champions - 1to1 Media

Encouraging Customer Feedback to Foster Brand Champions - 1to1 Media | Online customer care insights | Scoop.it
Encouraging Customer Feedback to Foster Brand Champions
1to1 Media
Verint System Inc.'s recent "How to Encourage Customer Champions" report explores customer satisfaction and engagement with the service providers and brands they interact with most.
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Emotion IS The #Experience - #Infographic

Emotion IS The #Experience - #Infographic | Online customer care insights | Scoop.it
We're pleased to present our latest 360Connext customer experience infographic. Emotion drives everything for humans. See why we MUST sweat the small stuff.

Via Eric_Determined / Eric Silverstein
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Paul Deemer's curator insight, January 31, 2014 3:48 AM

Stay focussed - it matters!

Rhonda Hailey's curator insight, January 31, 2014 8:53 AM

Love the infographic... Customer Experience is so very important. We strive to recommend local businesses to new homeowners with that initial contact being one that is positive and creates an appreciative response. Our best partners then continue the experience with lead nurturing, a great customer experience when they convert and consistent and meaningful follow-up.  It's a win win for everyone. 

Roland Alston's curator insight, January 31, 2014 11:19 AM

The answer to "what does the emtional side of CX look like?...

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Great Online Customer Service Should Be Top Priority

Great Online Customer Service Should Be Top Priority | Online customer care insights | Scoop.it
If there was one thing I see a huge portion of internet entreprenuers lacking is great online customer service. In fact, I would say it's in the range between poor and bad. (RT @jeff_wise: Great online customer service should be top priority.
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Twitter / DJChrisCharron: After abysmal customer service, ...

Twitter / DJChrisCharron: After abysmal customer service, ... | Online customer care insights | Scoop.it
After abysmal customer service, get home to find this masterpiece made with love and care. Thanks @PizzaPizzaLtd http://t.co/dGOTcF3bXQ
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Your Customer Experience is Only as Strong as the Weakest Link - Business 2 Community

Your Customer Experience is Only as Strong as the Weakest Link - Business 2 Community | Online customer care insights | Scoop.it
We agree with @annettefranz - customer journey maps can help an organisation find the weaknesses in its #CX: http://t.co/2KyhzyVJAb
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6 Ways Self-Storage Operators Can Combat Customer Rage - Inside Self-Storage

6 Ways Self-Storage Operators Can Combat Customer Rage - Inside Self-Storage | Online customer care insights | Scoop.it
6 Ways Self-Storage Operators Can Combat Customer Rage
Inside Self-Storage
A new study gives us a peek into the minds of angry customers, and the findings should be a wake-up call for self-storage businesses.
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Customers rank live chat as best service channel

Customers rank live chat as best service channel | Online customer care insights | Scoop.it

With marketplace’s becoming increasingly competitive, great customer service is often the only way to set your brand apart from the rest of the competition. Our benchmark found that customers expect to be able to contact brands through a number of different channels, even if they don’t necessarily use them."


Via Thomas Faltin
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Survey Results on Customer Service Channel Evolution [Infographic]

Survey Results on Customer Service Channel Evolution [Infographic] | Online customer care insights | Scoop.it
This past November we attended Dreamforce and conducted our annual event survey, asking attendees about their preferred channels for customer service. We are pleased to share the results!
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