CSM Magazine

MARCH 12, 2025

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. The key question is; what can brands do to be better prepared and mitigate the damage of a recall that is a case of when, rather than if? Peter Gillett, CEO of Marketpoint Recall, provides insight.

Loyalty 52

Loyalty Brands Social Media 2025 52

InMoment XI

JANUARY 20, 2024

A retailer would air a commercial on TV or run an ad in a magazine – and cross their fingers that it would resonate with at least a portion of viewers. Retail consumers expect, and sometimes demand, experiences that are tailored to their unique needs and preferences. Today, generic experiences no longer cut it.

Retail 195

Retail Customer Experience Social Media Magazine 195

Alida

OCTOBER 13, 2016

At the 2016 Customer Intelligence Summit , two innovative brands shared how they’re taking advantage of this trend. Build thought leadership and brand awareness. Its insight community, the Kelley Blue Book Blue Ribbon Panel, helps the company gather long-term consumer data from over 11,000 automotive owners and shoppers.

Marketing 235

Marketing Feedback E Commerce Advertising 235

ProProfs Chat

JULY 30, 2021

Be it a small or a big business, good brand perception is the common business goal. The ultimate verdict on any brand is given by its customers. Brand perception is a crucial indicator of how well your customers are able to connect with your brand: What are their feelings and emotions when they think of you?

Brands 111

Brands Net Promoter Score Social Media E Commerce 111

C3Centricity

NOVEMBER 5, 2018

They were referring to the growing need for marketers to stand up to the challenge of taking local brands global. In this networked world, more and more successful local brands are attempting global roll-outs. This is the basis of any new product launch and applies just as well to global rollouts as it does to local brand developments.

Brands 116

Brands Magazine 2012 2013 116

eGain Blogs

JUNE 24, 2022

These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands. The post US Consumers Rate eGain Clients at the Very Top in CX, Yet Again! Just like in previous years, eGain clients came out on top! Forrester CX rankings.

Consumers 87

Consumers Airlines Magazine Transportation 87

BirdEye

MAY 15, 2023

Are you looking to build a successful brand? If so, then developing a strong brand strategy is essential. A well-crafted brand strategy can help your business stand out from the competition, allowing it to reach its full potential. Table of contents What is brand strategy?

Brands 98

Brands Social Media Communication Consumers 98

CSM Magazine

NOVEMBER 1, 2022

Consumers are increasingly seeking a human connection in their interactions with brands, according to Qualtrics 2023 Global Consumer Trends Report. The consumer trends that will shape 2023 are: Consumer loyalty will be won through personal connections, not pure efficiency.

2023 98

2023 Consumers Airlines Loyalty 98

ShepHyken

JUNE 17, 2024

The Secret to Dealing With Awkward Customers by Call Centre Helper Magazine (Call Centre Helper Magazine) From repeatedly sending back products and making apparently unwarranted complaints, to demanding something over and above your offer… Not to mention taking up too much of your agents’ time! Gen Zs are the customers of our future.

2024 86

2024 Article Magazine Customer Service 86

TechSee

OCTOBER 23, 2018

consumers abandoned a brand due to lack of personalization and trust. According to Chatbots Magazine , businesses can reduce customer service costs by as much as 30% with virtual agents and chatbots. According to Accenture , 41% of U.S. Using AI to enhance interactions with customers is quickly gaining traction.

Customer Service 157

Customer Service 2007 Virtual Agent 2018 157

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. Entrepreneur India) 70% cent of consumers expects a personalized experience from brands and a mobile app is the perfect way to personalize communications with your customers. Ratings can actually help attract good employees.

Article 119

Article 2019 Customer Service Magazine 119

ShepHyken

SEPTEMBER 6, 2021

Magazine) Delight is maybe the most powerful thing you can do to generate loyalty among your customers. After the author shares the story, he offers commentary about why what this brand did (Lego) was so successful. The idea behind the article is to “delight” the customer, rather than to just serve them. You’ll smile.

2021 27

2021 Article Customer Service Net Promoter Score 27

Experience Investigators by 360Connext

OCTOBER 8, 2024

We also have fun comparing everyday items like the cult-favorite Scrub Daddy to traditional brands, showing how consumer culture influences even the most mundane products. Exploring beyond the aisles, we touch on how technology is redefining the art world and reshaping luxury preferences.

2024 143

2024 Magazine Entertainment Workshop 143

SurveySensum

JULY 14, 2020

It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. While many brands are struggling to deliver the relevant and delightful experiences to the customers, certain Customer Experience Leaders have broken the code and delivered what is considered to the best!

2020 132

2020 Customer Experience Magazine Consulting 132

Alida

OCTOBER 22, 2018

Staying in the consideration set of ad agencies, and the brands they represent, is a constant challenge. Syndicated research is expensive and often isn’t customized to match the brand of media companies and their partners. For our consumer marketing and editorial teams too. video recaps of live events. Yes, definitely!

Insights 20

Insights Magazine Travel Advertising 20

ShepHyken

SEPTEMBER 8, 2024

48 Percent of Consumers Want to Speak to a Real Person in Customer Services by Direct Commerce Magazine (Direct Commerce Magazine) Twilio Inc., a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction.

Article 86

Article 2024 Customer Service Magazine 86

CSM Magazine

MARCH 14, 2022

Chatbots and Intelligent Virtual Assistants are on the customer engagement frontlines, interacting with consumers every day. Leveraging conversational AI to support rich two-way dialogues, they help facilitate seamless real-time communication and resolution, as well as help build a company’s brand credibility and boost engagement.

Consumers 98

Consumers Healthcare Travel 2020 98

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. According to CMO Magazine customer spend grows alongside trust , after building the relationship.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

ShepHyken

SEPTEMBER 1, 2024

Helping Companies & Organizations Create an Amazing Customer-Focused Culture by CXO Magazine This week, we’re starting the Top Five roundup with a Bonus article. Actually, it’s more than an article, it’s an entire magazine devoted to CX. And I’m very proud that that CXO Magazine honored me with a cover story.

Article 74

Article Magazine Customer Service 2024 74

ShepHyken

JUNE 14, 2021

Why Brands Must Embrace Personalization Before It’s Too Late by Katrina Wong. AdAge) Personalization is now table stakes, and according to a new study by Twilio Segment of 3,000 businesses and consumers, 75% of businesses feel the same. Forget Brand Loyalty. As the title implies, forget brand loyalty.

2021 101

2021 Article Customer Service Retail 101

ShepHyken

NOVEMBER 1, 2020

Ceoworld Magazine) During this ever changing and challenging time, the ability to be a great customer and extend kindness to those we come into contact within a service environment is more important than ever. Customer Support Through The Eyes of Consumers in 2020 by Hiver. CustomerThink) This is the era of customer experience.

2020 109

2020 Article Customer Service Magazine 109

Kustomer

DECEMBER 29, 2020

The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way. Changing Consumer Attitudes Means More Digital Commerce. August – Kustomer was honored to be named the fastest growing SaaS company by SaaS magazine.

2020 104

2020 E Commerce 2021 Consumers 104

C3Centricity

AUGUST 17, 2020

This is no longer possible as customers are sharing their experiences of companies and brands far more than just six months ago. 89% of consumers have stopped doing business with a company after experiencing poor customer service. 94% of consumers say they are more likely to be loyal to a brand that offers transparency.

Customer Centricity 118

Customer Centricity Social Media Poor Customer Service Airlines 118

ShepHyken

SEPTEMBER 12, 2022

Magazine) Obsessed with the customer experience, Zappos has woven a customer focus throughout everything they do. My Comment: Zappos is one of the iconic customer service brands, known for delighting customers with a level of WOW customer service. Customer Brand Preference and Decisions: Gallup’s 70/30 Principle by Ryan Pendell.

Article 15

Article 2022 Customer Service Magazine 15

ReviewTrackers

SEPTEMBER 23, 2021

Cultivating a high level of customer satisfaction is a priority for all restaurant brands because foodservice is one of the most competitive industries. Which consumer habits have changed. A 2017 survey from Statista showed 34 percent of consumers who were willing to order online spent up to $50 per order.

Customer Satisfaction 114

Customer Satisfaction 2017 Multi-Channel 2018 114

CSM Magazine

APRIL 3, 2025

But what does this mean for the modern-day consumer, and how are Web3 platforms driving this transformation? Imagine being rewarded with a limited-edition NFT for purchasing from a brand, which you can sell or trade later. Decentralized applications, open data, and immersive digital worldsthese are the features drawing businesses in.

Customer Experience 52

Customer Experience Loyalty Programs Government Loyalty 52

ShepHyken

MARCH 21, 2022

59% percent of the more than 1,000 consumers we surveyed feel that customer service is worse now than before the pandemic. The Wise Marketer) Customer satisfaction is affected by all brand touchpoints, from first impressions to customer service, and impacts customer loyalty. State of Consumer Behavior 2022 by Raydiant.

2022 70

2022 Article Customer Service Magazine 70

CSM Magazine

SEPTEMBER 9, 2021

This clearly highlights the extent to which CX determines brand perception, so the important question is, well, what makes a good CX experience? A recent report on Customer experience (CX) shows as much as one-third of customers would consider switching companies after just one instance of bad customer service. About the Author.

Customer Service 105

Customer Service Consumers Transportation Banking 105

Bill Quiseng

JULY 18, 2017

I started my career producing conferences, and then moved to building a social network and online magazine for contact centers. I remember my boss telling me that now I was a “brand,” which at the time seemed really strange to me. Now I get it. That was almost ten years ago.

Customer Experience 283

Customer Experience Contact Center Books Wireless 283

ShepHyken

JANUARY 24, 2022

5 Ways to Ensure Customer Satisfaction in a Supply Chain Crisis by Staples Worklife Magazine. Staples Worklife Magazine) The supply chain crisis is causing product backorders and shipping delays that will affect all shoppers this holiday season. 3 Trends Driving Brand-Defining Customer Service in 2022 by Sarika Khanna.

2022 70

2022 Article Customer Service Magazine 70

ShepHyken

OCTOBER 26, 2020

Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. Brand loyalty is changing due to the pandemic by Chris Morris. My Comment: Creating brand loyalty is more important than ever. I’d say those are three great places to start.

2020 93

2020 Article Customer Service Contact Center 93

ShepHyken

NOVEMBER 19, 2023

5 Ways to Track Customer Satisfaction by Foundever (Foundever) Satisfied customers are more likely to remain loyal to a brand, to recommend its goods and services to friends and family and are more likely to show forgiveness after a single disappointing customer experience. Now they do, and customers are becoming more accepting of AI.

Article 64

Article Customer Service 2023 Magazine 64

ShepHyken

MAY 13, 2024

Magazine) With the advent of the internet, social media, and instant communication via texting, customer expectations for service, as part of their entire customer experience, have changed. Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. What Is Churn Rate?

Article 77

Article Customer Service 2024 Loyalty Programs 77

CSM Magazine

DECEMBER 10, 2024

While companies building consumer apps and prosumer tools invest heavily in personalizing user experiences through product usage data, teams still manually craft the workflows that deliver those personalized moments. This isn’t just a new trend – it’s where everything is headed.

2006 52

2006 2009 2025 Consumers 52

CSM Magazine

FEBRUARY 10, 2025

Having an identity can truly set a brand apart. Establishing a Strong Brand Identity Creating an image is key to making a brand stand out. Skilled designers can capture the essence of a brand through their work. Organic sharing can substantially boost brand visibility.

Social Media 52

Social Media Innovation Brands Loyalty 52

CSM Magazine

JANUARY 31, 2025

Excellent customer service is a cornerstone of any successful business, as it helps build stronger connections with your consumers. However, research shows that 83% of UK consumers feel undervalued by the brands they remain loyal to. It can boost sales According to the Institute of Customer Service, 31.3%

Customer Service 52

Customer Service Retail Poor Customer Service Customer Service Strategies 52

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. AllBusiness) Considering all the emails consumers receive on a daily basis, email marketing can be a tricky form of marketing to undertake. Straight from HBR, we learn three ways to make our employees work more purposeful. Quite a bit.

Article 14

Article 2022 Customer Service Magazine 14