CSM Magazine

FEBRUARY 4, 2025

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. If you’re wondering how to tailor your customer service experience to engage multiple generations, keep reading. Communication Style : Formal and service-oriented.

Customer Service 64

Customer Service Social Media Multi-Channel Customer Service Strategies 64

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. In a more disrupted, constantly-changing world, successful customer service requires a new approach. 5 ways to make your customer service more agile and flexible.

Customer Service Strategies 120

Customer Service Strategies Customer Service 2021 Blog 120

Bill Quiseng

DECEMBER 13, 2021

That’s why a high customer retention rate is an important goal for many businesses. Excellent customer service is one of the best ways to achieve this goal. Customer retention supports long-term growth because it creates a loyal customer base. Why Does Customer Service Impact Retention?

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

ShepHyken

MARCH 24, 2025

Each week, I read many customer service and customer experience articles from various resources. Should AI Be Used To Respond to Customer Reviews? The pressures are high, the stakes are even higher, and balancing both customer needs and agent performance can sometimes feel like an impossible task.

Article 73

Article 2025 Customer Service Healthcare 73

BlueOcean

OCTOBER 30, 2024

As your business grows and scales to meet the increasing weight of customer demands, decisions must be made – especially when it comes to your customer support operation. You may also be outsourcing some portion of your customer support today, but you need more help, or you need a niche partner to support a new product or initiative.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

CSM Magazine

JANUARY 15, 2025

Delivering exceptional customer service is crucial for businesses aiming to retain customers and enhance satisfaction. A key performance indicator in this realm is the First Call Resolution (FCR) rate, which measures the percentage of customer issues resolved during the initial contact.

Customer Service 52

Customer Service Call Center Exceptional Customer Service Customer Satisfaction 52

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations.

Customer Service 52

Customer Service Exceptional Customer Service Customer Service Representative Customer Service Strategies 52

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

CSM Magazine

JANUARY 8, 2025

If you’re wondering, “What is HubSpot Customer Service Software, and how can it help my business?” Customer service is the backbone of successful businesses. Delivering exceptional support not only ensures customer satisfaction but also fosters loyalty, paving the way for long-term growth.

Customer Service 52

Customer Service Net Promoter Score Customer Satisfaction Social Media 52

Thematic

MARCH 20, 2025

Ever felt frustrated after contacting customer service and getting no real help? Businesses today receive huge volumes of customer feedback—from emails and chats to surveys and reviews. Simply put, it’s about digging into unstructured feedback to uncover meaningful insights that improve customer service.

Customer Service 62

Customer Service E-support Feedback Insights 62

CSM Magazine

DECEMBER 3, 2024

In a world that’s more interconnected than ever, customer service has transformed. Without CQ, even the best intentions can lead to misunderstandings, customer dissatisfaction, or even brand damage. Why Does Cultural Intelligence Matter in Customer Service? Here’s how: 1. Another example is Airbnb.

Culture 52

Culture Customer Service Net Promoter Score Customer Satisfaction 52

TechSee

OCTOBER 9, 2018

This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. They demand highly convenient and fast service. I love my smartphone: A full 92% of American Millennials own a smartphone. But they don’t stop there.

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

ShepHyken

DECEMBER 31, 2021

She shares 5 customer service strategies that improve customer retention. People may cut companies some slack if a product doesn’t quite work as expected, but only when the customer service experience makes up for these missteps. . What’s the main reason that customer service is so important?

Customer Service 138

Customer Service Customer Retention Customer Service Strategies B2C 138

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

Customer Service 182

Customer Service 2027 Contact Center Call Center 182

CSM Magazine

JANUARY 9, 2025

However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

CSM Magazine

MARCH 11, 2025

Increasing adoption of AI-driven support solutions and omnichannel communication is transforming customer service experiences. According to a new report published by Market Research Future (MRFR), the Customer Service Market Size is anticipated to rise from USD 470.88 billion in 2024 to USD 800.0

Customer Service 52

Customer Service E Commerce Marketing E-support 52

CSM Magazine

DECEMBER 18, 2024

Customer service is an essential element for companies working in the lending industry. Whenever people are looking for lenders, they always seek a company with the best customer reviews. Reliable customer service helps put loan applicants at ease, promoting trust and confidence during all financial operations.

2025 52

2025 Customer Service Banking Financial 52

ShepHyken

JANUARY 14, 2025

One of our Shepard Letter subscribers recently asked, How come you didnt do an article on customer service or experience New Years resolutions? So, here are seven customer service and CX resolutions that are easy to keep: Respond quickly to customers Quick response to customers increases their confidence in you.

Customer Service 69

Customer Service 2025 Workshop Reference 69

CSM Magazine

JANUARY 13, 2025

Customer service plays a vital role in the success of modern businesses, directly influencing customer loyalty and trust. The right tools and strategies empower customer service teams to deliver exceptional service while upholding strong security measures, protecting sensitive data, and building customer trust.

Communication 52

Communication Customer Service Omnichannel Multi-Channel 52

ShepHyken

JULY 21, 2021

In my latest book, I’ll Be Back: How to Get Customers to Come Back Again and Again , I share a story about the shortest customer service keynote speech I’ve ever delivered. The shortest customer service speech ever …. “BE The post The Shortest Customer Service Keynote Speech Ever! Okay, here goes.

Customer Service 174

Customer Service Customer Service Training Customers Books 174

CSM Magazine

OCTOBER 21, 2024

However, in customer service, casinos are on another level. Imagine a world where customers don’t have to wait until Monday morning to get help. Offering 24/7 customer service would give you a massive edge over your competitors. Retailers could learn a thing or two from them. Retailers, are you paying attention?

Retail 52

Retail Customer Service Loyalty Programs 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. This indicates that retailers should recalibrate their approaches to better reach out to customers. 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

JANUARY 1, 2021

Problem with Automated Emails for Customer Support. This strategy is common in eCommerce and can greatly speed up customer service operations. By having an email tool send messages to customers, you can: Save tons of time. Related: Empathy – What Your Customer Service Strategy is Missing.

Customer Service 158

Customer Service E-support Customers Article 158

CSM Magazine

DECEMBER 2, 2024

In recent years, the importance of customer service in healthcare has come to the forefront. In this article, we look at some key strategies and techniques for providing excellent patient care. According to a survey by Accenture , 25% of patients have switched healthcare providers due to poor customer service.

Healthcare 52

Healthcare Customer Service Communication Insurance 52

ShepHyken

AUGUST 5, 2020

What gets in the way of creating a great customer service experience for you and/or your organization? Is it a process that is clunky, inconvenient and difficult for the customer? This is similar to an exercise that we do in our customer service workshops. We add one extra question: “How often does this happen?”

Customer Service 163

Customer Service Workshop Customer Service Training Customers 163

ShepHyken

OCTOBER 12, 2022

We don’t have the budget to expand our customer support department. . Our annual customer service research shows that of all the ways customers reach out for customer support, social media channels like Twitter, Facebook, Instagram, and others are at the bottom of the list, but that doesn’t mean they should be ignored. .

Social Media 163

Social Media Customer Service Customer Care Customer Service Training 163

InMoment XI

OCTOBER 25, 2024

It also allows you to turn a bad situation into an opportunity to show your dedication to customer service. Train Employees Training employees to provide excellent customer service makes a huge difference. Regular training sessions keep staff updated on any new protocols, menu changes, or customer service strategies.

Feedback 195

Feedback Management Social Media 2024 195

ShepHyken

JANUARY 20, 2021

Follow these simple steps and start to improve your customer service, even if it’s just by 1%! Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus customer service training programs, go to www.thecustomerfocus.com.

Customer Service 163

Customer Service Customer Service Training Touchpoint Reference 163

CSM Magazine

JANUARY 20, 2025

WhatsApp, with its massive global user base of over 2 billion monthly active users, has emerged as a leading platform for providing fast and efficient customer service. But how can businesses fully leverage WhatsApp to deliver exceptional support while fostering customer loyalty? Why WhatsApp?

Customer Service 52

Customer Service Document Metrics Customer Satisfaction 52

Advantage Communications

OCTOBER 4, 2021

Customer service is the foundation of any business. When done well it will boost profits, enhance brand reputation, generate repeat business, give companies a competitive edge and increase customer retention.

Customer Service Strategies 105

Customer Service Strategies Customer Service Customer Retention Customers 105

ShepHyken

SEPTEMBER 19, 2023

So, what does this have to do with business, specifically customer service and CX? In the customer service world, we should create a “game plan” to deliver an experience that is perfect, never requiring a customer to reach out to us because of problems. Plenty! In any team sport, the goal is to win.

Customer Service 143

Customer Service Sports Workshop Customer Service Training 143

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. While all three of these customer service and CX metrics can formally be measured, most likely, you’re not the one doing the measuring.

Metrics 157

Metrics Customer Service Workshop Measurement 157

ShepHyken

DECEMBER 21, 2020

Each week I read a number of customer service and customer experience articles from various resources. How to Provide the Best Possible Customer Experience? GISuser) If you don’t have a well-planned customer service strategy, you are highly likely to lose business. by GISuser. Here’s Why.

2020 123

2020 Article Customer Service Airlines 123

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” Leadership defines the customer service and CX vision for everyone to follow. So, I’ve listed some of the essential ingredients. In the meantime, this is enough to get you started.

Customer Service 150

Customer Service Leadership Customer Service Training 2020 150

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. America’s Best Customer Service Companies by Newsweek. My Comment: We start off this week with Newsweek’s list of America’s BEST customer service companies. Here are my top five picks from last week.

2021 148

2021 Article Customer Service Government 148

ShepHyken

APRIL 11, 2023

The employees recognized that customer service is a team sport. It’s everyone’s job to make sure the customers leave happy. Unfortunately, I’ve also witnessed the opposite at a restaurant. Get more information on The Customer Focus ™ customer service training programs. I liked what I was seeing.

Sports 141

Sports Customer Service Customer Service Training Customers 141

ShepHyken

DECEMBER 26, 2023

I want this year to be your best year ever for creating amazing customer service and experiences. But as it applies to the customer experience, I thought it would be fun to share some ideas we need to do more of. That’s what I want you to do with your customers. Happy New Year! And for everything else, too!

Customer Service 162

Customer Service Workshop Customer Service Training Connections 162