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

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

Customer Bliss

APRIL 12, 2019

Are you responsible for building an entirely new customer experience path for your organization? 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. What is customer commitment?

Customer Experience 64

Customer Experience CX Transformation Non-Profits CX 64

C3Centricity

MARCH 31, 2020

How can some companies get customer service so wrong?! It describes one recent personal example of disinterested client support, from which I have drawn seven learnings for everyone wanting to deliver awesome customer service. Last May I replaced the European maps by my American ones as I was visiting Florida that month.

Customer Service 71

Customer Service Invoicing CRM Legal 71

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

Callminer

DECEMBER 17, 2019

Many companies are coming up short with customer support. “Only 26% of consumers responded positively when asked if they believe customer service centers provide great support, compared to 49% who did not.” “When asked what the most frustrating aspect of a customer service experience is, over a third of U.S.

Contact Center 207

Contact Center Finance AI Innovation 207

Beyond Philosophy

JULY 5, 2016

What makes this question so profound, and so pivotal, in customer experience optimization today is that every aspect of value delivery is at play. More than a buzzword, “being human,” especially in brand-building and leveraging customer experiences and relationships, has become a buzz-phrase or buzz-concept.

Customer Experience 84

Customer Experience Engineering Customer Loyalty B2C 84

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

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. She immediately called Southwest’s customer service line at the airport. Sarah Rowan, a customer service staffer for Southwest at the Pittsburgh airport, took the call.

CX 111

CX Customer Service Customer Experience 111

Beyond Philosophy

MARCH 20, 2020

Making Your Brand Available to Customers. If we want to tie this to Customer Experience, people make judgments about future interactions with companies based on what they’ve heard, seen, and experienced in the past. We choose based upon our anticipations of what the experience will be.

Construction 171

Construction Social Media Management Consulting Start-ups 171

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

Beyond Philosophy

SEPTEMBER 3, 2020

A friend of mine who is very knowledgeable about Customer Experience said this to me, and I thought, “Bloody Hell! ” The only way to build trust with customers is to do things in a particular way, meaning a strategy with deliberate actions that build credibility and facilitate trust. He’s right!”

Start-ups 156

Start-ups Customer Experience CX Customer Service 156

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. ICMI has historically been a transformative experience for Fonolo. Plus, so much more!

Contact Center 57

Contact Center Education Gaming Customer Retention 57

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. Also, great people out there who are still trying to deliver good experiences are exhausted. Customer service is not going well these days, and many problems are out there. Mandy is right.

Net Promoter Score 146

Net Promoter Score Gaming Customer Expectations Customer Service 146

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

DECEMBER 26, 2017

Most organizations do not fully understand, or leverage, the key linkages and relationships between customer experience and employee experience/behavior. Enterprises typically focus on employee satisfaction or engagement, in the belief that high levels in either area will directly drive customer loyalty.

CX 111

CX Customer Loyalty Customer Experience Customer Service 111

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. One example: the on-boarding experience. Episode Overview. She has been in the role now for almost 40 months.

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. One example: the on-boarding experience. Episode Overview. She has been in the role now for almost 40 months.

Hospitality 47

Hospitality Hospitality Customer Experience Start-ups 47

Intercom

FEBRUARY 3, 2022

And further along the line, customer support started being treated as a cost center – a necessary, but non-profitable part of a business. Today, more and more businesses are realizing the true bottom-line impact of creating great customer experiences. In fact, he says the customer experience has never mattered more.

Real Estate 111

Real Estate CX Social Media Start-ups 111

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

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

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’s Inside: A Focus on Customer Experience Strategies. How Customers Feel About Customer Feedback. This white paper explores key areas that are sure to shake up the industry.

Contact Center 62

Contact Center Education Start-ups Customer Feedback 62

Beyond Philosophy

MAY 31, 2019

When I need a new lure, I go to Discount Tackle on First Street in Bradenton, Florida. However, my great experience is not why I return and drive past six or seven other bait and tackle shops to get to it. Economists say the reason I go back to Discount Tackle is that I remember it was a great experience. How Memory Works.

CX 153

CX Net Promoter Score Gaming Customer Experience 153

Customer Service Life

JUNE 26, 2017

I had a fantastic time at the 2017 Contact Center Expo and Conference in Orlando, Florida. Here are some highlights: Doug Lipp instantly gained credibility when I learned that he was the longtime Head of Disney University at Disney, a company synonymous with incredible an customer experience. Click here to read the original.

Contact Center 68

Contact Center Artificial Intelligence Entertainment Customer Service 68

Fonolo

JUNE 20, 2019

Imagine them having to wait for more than 20 minutes before a customer service agent gets on the phone, only to then be transferred to another department. And, imagine this: You receive a gift card for Christmas and it doesn’t work, so you have to wait for customer service to get back to you. So, we took a stab at it.

Social Media 57

Social Media Customer Service Sales Technology 57

Fonolo

APRIL 30, 2018

Join Fonolo at the Contact Center Expo & Conference, May 21-24, 2018 at the Walt Disney World® Resort in Orlando, Florida. What’s Inside: A Focus on Customer Experience Strategies. How Customers Feel About Customer Feedback. This white paper explores key areas that are sure to shake up the industry.

Contact Center 52

Contact Center Education Start-ups Customer Feedback 52

Beyond Philosophy

NOVEMBER 14, 2017

In the same post, Colin acknowledged the value of employee ambassadorship and the direct connection between employee experience and customer experience. Secondly, it shows that Virgin understands that an employee’s personal emotional state carries over into the emotional state they present to, and create for, customers.”.

Innovation 87

Innovation Customer Experience Customer Service CX 87

Beyond Philosophy

JANUARY 3, 2017

Both are essential in customer experience, and particularly for the role of employees in delivering superior, differentiated value (or in undermining or destroying it). Individual ownership of performance, especially around customer experience and value delivery. – More targeted employee training and skill development.

CX 76

CX Customer Loyalty Contact Center Start-ups 76

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

Beyond Philosophy

MAY 31, 2016

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? The post How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Customer Loyalty 111

Customer Loyalty Customer Experience Sales Technology 111

Kerry Bodine

JANUARY 13, 2016

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 48

CEM CX Contact Center Customer Loyalty 48

Beyond Philosophy

FEBRUARY 28, 2016

In this post, we’ll address what this, prospectively, means to service groups in better understanding how to optimize this component of the customer journey. Not too long ago, a major high-tech company asked Beyond Philosophy to provide insight into our methods for journey-mapping their multi-channel customer service experience.

Customer Loyalty 60

Customer Loyalty Customer Service Customer Experience CX 60

Beyond Philosophy

AUGUST 9, 2016

Further, companies using their communities for value and experience research can link results to projected, segmented customer profitability, a tremendous benefit. In what Harley Manning and Kerry Bodine call the “Customer Experience Ecosystem”, engaging employees who are both visible to customers and those behind the scenes (i.e.,

Non-Profits 60

Non-Profits Social Media B2C VOC 60

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

Beyond Philosophy

NOVEMBER 22, 2017

Anything that preventds an employee – any employee in the organization – or detracts from delivering an optimum customer experience, must be proactively identified and rectified. Build this into every employee’s career path, and the employee, customer, and enterprise will be richer for it. The post Customers Have Life Cycles.

E-commerce 89

E-commerce Business Administration Omnichannel Retail 89

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 54

Social Media Touchpoint Customer Expectations Customer Service 54

Beyond Philosophy

DECEMBER 5, 2017

These employees have some potential to impact the customer experience; and there is documented, often incidental, evidence of correlation between the two. However, there is little proven direct causation, the specific, defined linkage of employee thinking and behavior to customer loyalty and advocacy.

CX 68

CX Predictive Analytics Social Media Customer Experience 68