CSM Magazine

MARCH 31, 2020

Join us as we discuss: Train agents to engage and retain customers by delivering a personalised service: CS agents are the human face of your brand and their engagement with your customer counts. Learn what training and soft skills your CS agents need, to showcase your brand in the most positive light possible.

Webinar 52

Webinar Customer Focused Exceptional Customer Service Culture 52

ShepHyken

MAY 6, 2019

7 Ways to Retain Customers’ Trust and Build Up Brand Loyalty by Mike Kappel. How do you retain customers’ trust? If you want loyal customers, here are some reminders (seven of them) about how to go about it. How Customer Service Needs to Evolve in the Subscription Economy by Wendy Shlensky.

Article 119

Article 2019 Customer Service Magazine 119

ShepHyken

OCTOBER 26, 2020

The Future Of Business Is Customer-centric: 3 Pillars To Create A Customer-centric Strategy by Ilenia Vidi. Ceoworld Magazine) To become truly customer-centric companies should make these 3 pillars the key drivers to creating their customer-focused strategy. It’s like a three-legged stool.

2020 93

2020 Article Customer Service Contact Center 93

ShepHyken

NOVEMBER 15, 2021

Lego Customers Lose Millions of Pieces a Year. Magazine) Lego Group knows something about talking to its customers, and not just because it has a few creative employees. The company has built one of the best examples of a customer service organization I’ve seen. It’s a great lesson from an iconic brand.

Article 77

Article 2021 Customer Service Metrics 77

ShepHyken

FEBRUARY 25, 2019

3 Lessons From a Customer Service Failure by Jill Schiefelbein. Entrepreneur) Every brand touchpoint is important. Every interaction is a chance for your employees to communicate the experience that your brand provides. Brand Keys 2019 Customer Loyalty Engagement Index: Verified Trust = Brand Success by Robert Passikoff.

2019 91

2019 Article Customer Service Guest Experience 91

ShepHyken

OCTOBER 4, 2021

7 Techniques That Are Key to Customer Retention Today by John Hall. Magazine) It’s a business axiom that holding on to existing customers is more lucrative than acquiring new ones. My Comment: Returning customers are more profitable, not just because they return. Here are my top five picks from last week.

Article 103

Article 2021 Customer Service Magazine 103

ShepHyken

APRIL 25, 2022

ContactCentres) The pandemic had a significant impact on how we engage with brands, with nationwide lockdowns prohibiting face-to-face interactions and requiring both businesses and consumers to embrace digital alternatives. My Comment: This interesting article makes the case that a brand app is a great way to connect with your customer.

Article 66

Article 2022 Customer Service Loyalty Programs 66

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link]. Website : [link]. Linkedin : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

ShepHyken

DECEMBER 20, 2021

A cause or social issue contributes to the customer experience, especially with Gen Z. Proactive customer engagement from the contact center will turn reactive customer support agents into brand ambassadors. Customer Experience by Tyler Gallagher. customer experience, I had the pleasure of interviewing A.J.

2021 74

2021 Article Customer Service 2022 74

ShepHyken

DECEMBER 13, 2021

This article gives us a glimpse into the benefits of AI as it applies to customer service. Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don’t Understand by Jeff Steen. brands of 2021 based on shopper sentiment. My Comment: What retailers get top marks for delivering great customer service?

2021 83

2021 Article Customer Service Social Media 83

ShepHyken

NOVEMBER 1, 2020

Poor training and abusive customers – both very scary when mismanaged – are just two of the five topics covered in this short article. 8 ways to be a great customer during COVID by Monique Richardson. CustomerThink) This is the era of customer experience. My Comment: I really liked this article. Follow on Twitter: @Hyken.

2020 109

2020 Article Customer Service Magazine 109

ShepHyken

NOVEMBER 29, 2021

Magazine) Employee turnover is always a stressful situation. In short, chatbots allow you to keep your brand messaging consistent, allows you to scale your support without having to hire more employees, and as already mentioned, get customers the answers they need quickly. Here are my top five picks from last week.

2021 91

2021 Article Customer Service Retail 91

CSM Magazine

MARCH 28, 2017

Sometimes the purpose is to generate new product ideas or get initial reaction to potential products or promotions, brand names, positioning strategies, etc. Here are 15 important points to help you conduct great customer focus groups: Have a clear understanding of the purpose of your focus groups.

Customer Focused 45

Customer Focused Entertainment Customers Document 45

ShepHyken

MAY 2, 2022

Break the Nps Plateau: Create a Culture of Customer Experience by Chris Albertson, Andrew Robertson, and Anson Vuong. Gallup) Over the past decade, financial services firms have positioned the customer’s experience as a way to enhance the firm’s brand promise and differentiate their firm against competitors.

Article 74

Article 2022 Customer Service Social Media 74

ShepHyken

MAY 7, 2018

That’s why the online retailer now converses with its customers most frequently through text messages. My Comment: There are many ways for customers to communicate with the companies and brands they do business with. An easy return policy creates customer confidence and trust in the brand.

Article 79

Article 2018 Customer Service Magazine 79

Customer Bliss

MARCH 21, 2019

“Don’t look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it’s customer-focused, not self-focused,” says Horst Schulze , Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co.

Hotels 192

Hotels Employee Experience Leadership Magazine 192

Integrity Solutions

MAY 26, 2022

Ethical Sales Practices and Your Brand Promise. Ethisphere Magazine recently summarized a number of its findings and current trends related to the link between business integrity and long-term business performance. That can mean customers, but it also means your employees, suppliers, business partners and even competitors.

Sales 52

Sales Culture Magazine 2021 52

ShepHyken

JANUARY 8, 2023

In the hotel industry, providing excellent customer service is crucial to enriching brand recognition and attracting repeat business. Here are seven suggestions for improving customer service in the hotel sector. Focus on providing excellent customer service. My Comment: There are some good predictions in this article.

2023 48

2023 Article Customer Service Hotels 48

BirdEye

OCTOBER 16, 2020

Here are a few stats that show customer experience is crucial in today’s environment. 65% of customers find a positive experience with a brand to be more influential than great advertising. 67% of customers say their standard for good experiences are higher than they’ve ever been. . Improve your waiting area.

Customer Experience 98

Customer Experience Magazine Reference Entertainment 98

CSM Magazine

OCTOBER 21, 2024

In today’s fast-paced digital world, providing an exceptional customer experience is crucial for any business, especially in industries like software development. A positive customer experience can set you apart from your competitors, ensuring long-term relationships with your clients and fostering brand loyalty.

Customer Experience 52

Customer Experience Social Media Customer Centricity Loyalty Programs 52

CSM Magazine

NOVEMBER 15, 2024

When crafted carefully, a great slogan can inspire employees and elevate customer expectations. Think of a slogan as a brand’s calling card – a chance to showcase its unique voice, impress customers, and establish a connection that’ll last long after the first impression fades.

Customer Service 52

Customer Service Social Media Culture Innovation 52

ShepHyken

JULY 18, 2016

When Social Media Turns Customer Service Nays Into Yays by Katie Cooper. Social Media Beast) Here’s the basics on how customers are taking to social media to talk about their brand experiences, and what they expect in return. Customer Loyalty: Obligation or Happy Marriage? b y Jeanette McMurtry.

2016 69

2016 Article Social Media Customer Service 69

CSM Magazine

JANUARY 30, 2024

Why Customer Service Matters The Key to Long-lasting Success Unraveling the profound significance of customer service, we discover why it is the linchpin of a company’s enduring triumph. Impact on Customer Loyalty Customer loyalty, the bedrock of business growth, is nurtured through exceptional customer service.

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

ShepHyken

JULY 11, 2022

3 Ways to Create a Better Customer Experience That Increases Conversions by Joel Comm. Magazine) As the global marketplace shrinks and communication channels continue to evolve, competition is heating up. Then, think about this customer well into the future. It’s part of the customer experience. That’s marketing and CX.

Article 25

Article 2022 Customer Service Magazine 25

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. How do they do it? Follow on Twitter: @Hyken.

Article 15

Article 2022 Customer Service Magazine 15

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

CSM Magazine

AUGUST 22, 2024

The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences. CatSmart moved up to No. 5, while airlines All Nippon Airways and Singapore Airlines secured the No. 8 positions, respectively.

Hotels 52

Hotels Customer Service 2025 Airlines 52

CSM Magazine

AUGUST 22, 2024

The dominance of the transport and travel industry in the rankings is attributed to the personalized experiences offered by brands in response to consumer preferences. CatSmart moved up to No. 5, while airlines All Nippon Airways and Singapore Airlines secured the No. 8 positions, respectively.

Customer Service 52

Customer Service 2025 Airlines Hotels 52

SurveySparrow

OCTOBER 13, 2023

An online magazine, observing increased readership after redesigning its website based on user feedback, recognizes the ongoing nature of feedback implementation for sustained growth. Understanding Customer Needs Feedback loops enable businesses to comprehend the precise needs and desires of their customers.

Feedback 52

Feedback E Commerce Social Media E-support 52

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Connections 68

Connections Engagement 2012 Definition 68

ShepHyken

JULY 25, 2022

11 Ways to Increase Brand Loyalty Through Better Email Marketing by Young Entrepreneur Council. However, when done right, it can be an effective communication tool to gain new clients and customers. My Comment: Email marketing is typical marketing until you focus on the customer and not just making a sale. Quite a bit.

Article 14

Article 2022 Customer Service Magazine 14

SurveySparrow

MARCH 21, 2023

Net Promoter Score (NPS): One of the simplest and most effective ways to measure customer experience, NPS asks a simple question. It measures a customer’s loyalty by asking about the likelihood of them recommending your product or brand to their friends or colleagues. What’s their biggest pull according to their customers?

B2B 52

B2B Customer Experience B2C Social Media 52

CSM Magazine

MAY 8, 2024

But while many businesses are exploring how automation can help them reduce the costs associated with delivering customer service, leaders are still trying to understand the implications that outsourcing customer support to AI will have on their brand, reputation, and customer experience.

Customer Service 52

Customer Service Contact Center 2024 Connections 52

ShepHyken

APRIL 10, 2023

This one is written by Denise Le Yohn, a CX and branding expert who understands the power of creating an employee experience (EX) that sets up a successful customer experience. There are several other ideas shared by the authors, who are members of PwC’s division that focuses on customer transformation and loyalty.

Article 12

Article Customer Service Magazine 2023 12

CSM Magazine

JUNE 24, 2024

It was set up to provide standards for the casino industry, and operators registered with EGBA adhere to these standards, which include responsible gambling measures and transparent and accurate customer service. One customer-focused area where European online casinos can teach US operators is the provision of information.

Customer Service 52

Customer Service Multi-Channel Measurement Customers 52

CSM Magazine

AUGUST 10, 2017

However, as businesses struggle to keep on top of the growing mass of customer information stored in disparate siloes, it can result in customers living in a different universe to your brand. Google, Tesla Motors, Netflix, Nando’s and Bauer Media are all building brands around their fans. This is a costly mistake.

Customer Insights 40

Customer Insights Insights 2015 Customer Relationships 40

CSM Magazine

OCTOBER 25, 2022

Both individuals have extensive business development, revenue generation, and customer success experience from previous leadership positions at top SaaS (Software as a Service) brands. With that, we are attracting more and more top talent from other successful SaaS brands. Calabrio is a trusted ally to leading brands.

Customer Success 52

Customer Success Contact Center Sales Customer Centricity 52