CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service?

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 72

E Commerce Article 2024 Loyalty Programs 72

CSM Magazine

DECEMBER 17, 2024

Customer expectations are at their peak in the current fast moving and interconnected digital era. Offering a customer service that runs all day is important for businesses: that is one of the ways that they will be able to meet the high demands of the customers.

Competitive Advantage 52

Competitive Advantage Customer Retention Customer Satisfaction Loyalty 52

ShepHyken

MAY 7, 2018

Each week I read a number of customer service and customer experience articles from various resources. Overstock’s customer service texts have a 98 percent open rate by Ilyse Liffreing. Digiday) Overstock.com knows the days are long gone when people would call or email about problems with its products or service.

Article 79

Article 2018 Customer Service Magazine 79

Thematic

FEBRUARY 24, 2025

Best Ways to Gather Customer Feedback To stay ahead of customer expectations, businesses must collect structured and unstructured feedback through: Surveys – Gather direct insights through structured questions. Customer reviews – Monitor online reviews to track trends in customer sentiment.

Insights 62

Insights Customer Experience Social Media Net Promoter Score 62

ShepHyken

OCTOBER 23, 2017

Each week I read a number of customer service articles from various online resources. You’ll have to read this excellent article by Vala Afshar, a genius in the world of customer service and CX. Impulse service on steroids by Chip Bell. Why personalization is key for retail customer experiences by Jim Dicso.

2017 74

2017 Article Customer Service Retail 74

Customer Enthusiast

MAY 3, 2016

Essentially, it identifies customers as being Promoters, Passives or Detractors of an organization, company or brand based on their likelihood to recommend it to others. Don’t settle for ordinary. Choose extraordinary. It’s always a choice.) Watch the 90-second book trailer.

Net Promoter Score 58

Net Promoter Score Customer Service 2003 Hotels 58

Stella Connect

SEPTEMBER 28, 2021

Ecommerce dominates the retail industry today as brands rely on digital channels to offer products and services to customers wherever they are. Brick-and-mortar stores still exist, but the retail customer experience largely takes place online rather than only in the confines of a physical location.

Retail 52

Retail Customer Experience 2021 Consumers 52

ShepHyken

JANUARY 25, 2017

The Dollar Shave Club continues to impress me with their amazing customer service. I have used them as an example of how to create a membership experience , but now I want to focus on their ability to deliver amazing customer service. And, typically great value, as in low price, doesn’t always come with great service.

Customer Service 92

Customer Service 2011 2012 Customer Focused 92

Bold360

JANUARY 23, 2017

Financial software specialists Temenos found that the majority of retail bank executives made implementing a digital strategy their top priority between now and 2020. It removes the] costs of manual labor and paper-based processes while creating efficiencies that lower customer service costs and reduce churn.”. in digital.

Banking 70

Banking Financial 2017 2008 70

CSM Magazine

MAY 19, 2021

Just as companies adjusted to the increase in online purchasing during the pandemic, now is the time to prepare as customers start to spend again with a new-found confidence. Whichever payment method customers choose, security is vital to protect both the retailer and the customer from fraud.

E Commerce 59

E Commerce Multi-Channel Banking Retail 59

Up Your Service

JULY 16, 2018

With global competition and rapid commoditization in every sector, business and retail customers simply have more choice – and therefore much higher expectations of the companies they choose. In fact, 76% of customers say it’s easier than ever before to take their business somewhere else.

Connections 67

Connections Insights Culture B2C 67

Service Untitled

SEPTEMBER 17, 2012

Accept positive feedback graciously, change negative feedback to show improvements, and constantly watch out for new trends to make every customer confident that you are there for them. Reward key employees and staff who have gone above and beyond for their customers. Show how improvements have been made.

Loyalty 60

Loyalty Rewards Programs Customer Confidence Culture 60

Service Untitled

JANUARY 24, 2011

Some critics say that customer satisfaction surveys are merely retailer popularity contests, but I disagree. In Australia, Morgan Research surveyed 448 customers who had made purchases in the last four weeks in the non-food category of retailers. Their willingness to make a deal has customers responding in positive ways.

Customer Satisfaction 44

Customer Satisfaction Retail Customer Confidence Customers 44

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Connect with Shep on LinkedIn.

Reference 65

Reference B2C Workshop Customer Service Training 65

CSM Magazine

OCTOBER 6, 2020

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Follow this 3 step formula to ensure the right data and customer service offering to boost customer confidence: 1. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

Answer Dash

NOVEMBER 21, 2018

Frictionless A ‘frictionless’ experience means an effortless one and for a customer today, effortless means being able to interact with a business whenever and however they would like. But in today’s fast-paced world, a customer journey includes an increasing number of touch-points.

User Experience 75

User Experience Social Media 2010 2025 75

Up Your Service

JULY 16, 2018

With global competition and rapid commoditization in every sector, business and retail customers simply have more choice – and therefore much higher expectations of the companies they choose. In fact, 76% of customers say it’s easier than ever before to take their business somewhere else.

Connections 40

Connections Insights Culture B2C 40

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer service chatbots don’t just benefit the end consumer.

E-support 52

E-support ROI Healthcare Books 52

ShepHyken

DECEMBER 4, 2017

Each week I read a number of customer service articles from various online resources. Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. The government admits to delivering poor customer service.

2017 0

2017 Article Customer Service Government 0