A new Forbes Insights/American Society for Quality (ASQ) survey conducted in 2014 shows that while many companies solicit customer input, few really involve customers aside from simply receiving their surveys and complaints. Companies that genuinely involve customers are twice as likely to have world-class quality. This finding raises three questions: What is the difference between analyzing customer […]
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A surge in smartphone and Internet use has changed the way companies connect with consumers in a huge way: businesses can now gather an unprecedented amount of data on their customers from a greater number of sources and at a faster rate than ever before. For marketers, this means that gone are the days of […]
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The digital revolution is causing a sea of change in how organizations are building their customer support teams. Technology is removing geographical barriers that have traditionally restricted talent sourcing to local markets, enabling businesses to build flexible, distributed teams of top agents around the globe. Through this approach, companies are literally gaining access to a […]
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How TriHealth’s Bethesda North Hospital Learned to “WOW” Patients TriHealth is the integrated healthcare system that formed as a partnership between Good Samaritan Hospital and Bethesda Hospital, Inc. TriHealth is a full-service, nonprofit health system that provides a wide range of clinical, educational, preventive and social programs. Established in 1995, TriHealth is one of the […]
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In this age of real-time Tweets and Facebook rants, delivering a stellar customer experience is an integral piece of growing a business, building a brand and inspiring lifelong customer loyalty. Maintaining delightful service — particularly as your business grows — can be equally as important as delivering a great product. Whether your customer service team […]
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In recent years, customer relationship management (CRM) platforms have become essential to any customer care specialist looking to deliver excellent service or support. However, not everybody realizes that a correctly implemented CRM system can do much more than manage customer service for a business. It allows organizations to harness the power of their customer data […]
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In any industry, and given identical market conditions, there are always five percent of companies that outperform the competition. They’re not lucky; they are simply better at planning and executing. Having solid systems in place for both garners measurable results in terms of employee engagement and customer experience — and therefore your bottom line. Is […]
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What does executive coaching have to do with a company’s focus on delivering on its promise to customers? The answer is simple, but it’s one many executives don’t know — everything. While many companies pay lip service to an extreme focus on the customer experience, upon closer inspection it becomes evident that customer care is […]
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The influence of social media needs no introduction. Consumers now demand that their complaints be acknowledged and resolved quickly. In fact, most consumers would rather solve an issue online than through traditional methods. The shift to social media for these practices is the basis of social customer relationship management. Businesses are turning to social media […]
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In an industry with more than 21,000 competitors, how are we still ticking — and not just ticking, but growing after 16 years? It is hard to reduce all the moving parts to only one reason, but on the whole it all boils down to customer service. What does customer service mean to us? Responsiveness. […]
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