Customer care

Using the right hashtags on LinkedIn is essential to get the visibility you seek. But which hashtags should you be using when you talk about CX (Customer Experience) or Contact Centers ? Here is the updated list of the most popular LinkedIn hashtags on this topic.

Social Media platforms are great to engage with your customers and get them involved in your company development while allowing them to express their opinion. Unfortunately, these platforms also generate a lot of noise and potentially create bad buzz. How can you reduce such noise while keeping customer engagement?

Email is one of the most traditional types of customer service channels and yet remains a major one still used in multiple situations. But in an evolving world where digital becomes more and more important, call centers become contact centers and a new breed of agents rises: digital agents. Who should then manage emails?

You don't know what you don't know. When you engage with customers, every interaction can have a butterfly effect. Every detail can potentially have an enormous impact on your business. But do you know which opportunities you are missing and what is the cost of it?

Phone customer service has been around for years and had its ups and downs. What does phone support look like in 2019? Should it continue to be part of your overall customer experience strategy or is it doomed already?

There are two major strategies when it comes to dealing with customer enquiries: the ticketing approach and the conversation approach. Both methods have pros and cons, one is more problem centric while the other is more customer centric. Let’s review these strategies to define which best fits your business.

As consumers, we constantly look for better and faster experience. In the early days of the internet, we expected and accepted to wait from a few seconds to a few minutes before our browser would show any content. Today, waiting a couple of seconds for our social feed to load is a frustrating experience. Considering that the signal goes from the phone to the outer space before getting back to the phone, waiting would be a logical thing. But humans don’t work that way: as soon as you have experienced something better, it becomes a benchmark for every future experience.

Harry Gordon Selfridge used to claim that the customer is always right. What is certain is that the company isn’t always right, and when it isn’t, it must explain the situation to its customer. But should it apologize?

Everyone talks about Customer Care, but what should your priorities be? I have created the Customer Care version of Maslow's hierarchy of needs to identify priorities.

I was recently invited to speak at Customer Contact Management Summit in Warsaw on behalf of Dimelo to talk about how to provide an outstanding customer experience through omni-digital customer care. Let's review some of the most important elements of this approach.

This is a summary of my speech at the Client Strategy/E-marketing 2018 Paris Conference with Dimelo and Pierre-Edouard Lieb from Recast.ai (SAP) discussing “how can humans and machines collaborate for better customer relations”.

I was recently invited by the Focus Group to join their London event Customer Experience World for a couple of roundtables about omni-digital customer care and human/machine collaboration to offer outstanding customer experience.

In a digital world evolving rapidly where consumers need things faster, how can telecoms keep up and delight their customers? Invited to talk at Telecoms World Asia on behalf of Dimelo, I presented the major challenges and solutions for an outstanding customer experience. Here is a short summary of the presentation as well as the entire video below.

Customer Care has an impact, sometimes positive, sometimes negative, on every aspect of your business. Customer satisfaction is influenced by the quality and speed of your replies. In 2018, Customer Care is more digital than ever, but the key remains the empathy. After interviewing 12 Customer Care experts, Anthony Rochand and myself offer you the 21 best recommendations to start 2018 with expert advice.

There has been a true acceleration in terms of technology evolution in the past few years. Our vectors of communication have changed: new devices, new technologies, new methods and new results. All these changes directly impact the way your customers expect to interact with your company. You wonder how to remain up-to-date and pick the right digital channels?

Do you really know what a CRM is? What can you do with it? How does it integrate with your teams? How to use it concretely? In this article we study the secrets of CRM and its impact on your company's performance.