CSM Magazine

OCTOBER 5, 2023

You’ve got a responsibility to ensure customer safety, but you’re also caught in the crossfire of potential legal issues. It’s not just about reducing claims; it’s about valuing your customers’ safety. Lastly, ensure that you communicate safety information to your customers.

Travel 59

Travel Measurement Customers Case Study 59

Customer Bliss

AUGUST 30, 2021

Isadore Sharp, the founder and CEO of The Four Seasons Hotels states that: It is our work to give people “a sense of purpose and the courage to believe in themselves.”. Our humanity—our “humanness”—now more than ever, needs to show through in how we do business with customers and each other. More Resources on This Topic.

Case Study 310

Case Study Hotels Travel Company 310

Totango

JANUARY 6, 2022

If you’ve been following along in our series about burnout and mental health in customer success, then you already know how to spot signs of burnout on your CS team and ways to help fight burnout as a CS leader. In hectic and stressful seasons, getting away from your desk may seem impossible, but it is necessary for your mental health.

Customer Success 86

Customer Success Management Exercises Customers 86

Help Scout

JULY 15, 2021

In this article, we cover four major pain points of delivering customer service in the education industry along with some tips on how to address them. Instead of doing a survey course on all the different privacy laws, focus on teaching only the strictest interpretation of the laws that impact how your staff interact with customers.

Tips 115

Tips Self Service Customer Service Training 115

ShepHyken

NOVEMBER 29, 2021

Each week I read many customer service and customer experience articles from various resources. The customer experience really starts on the inside of an organization with the employee experience. And remember what I always say: “What’s happening on the inside of an organization is felt on the outside by the customer.”.

Customer Service 82

Customer Service Chatbots Retail B2C 82

CloudCherry

JULY 10, 2019

What comes to your mind when you hear the words “good customer experience”? Customer experience (CX) is one of the most important contributors to building customer loyalty and fostering long-lasting customer relationships. And in most cases, it is tied very closely to good customer service.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

NICE inContact

OCTOBER 10, 2019

On top of all the meal prep, cooking and clean-up, she also had to take care of a huge garden, tons of animals and four kids — leaving her with little time for grocery shopping. The owners understood the value of delivering personalised customer journeys , long before the term existed.

Customer Journeys 137

Customer Journeys CRM Customers Loyalty 137

ShepHyken

APRIL 12, 2019

This week we feature an article by Joel Gottesman who shares tips to ensure that seasonal employees provide an excellent customer experience. This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Yet, seasonal hiring is not unique to retail during the holidays.

Customer Service 107

Customer Service Tourism How To Retail 107

Lumoa

AUGUST 5, 2022

Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences. The significant rise in prices has caused a major shift in not only consumer sentiment, but also in the actual purchase behavior of customers, and with it, all other major retail trends.

Retail 208

Retail Feedback Trends Consumers 208

BlueOcean

DECEMBER 17, 2018

Four years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Life for your frontline agents will inevitably get stressful unless you’re frank and honest with them about how hard the seasonal spike will be. Ready for your peak season holiday spikes? Read this next!

Contact Center 136

Contact Center Gamification Retail Course 136

CSM Magazine

JANUARY 15, 2024

Queue wait times can be a significant frustration for customers and can lead to poor customer experiences, leading to lower sales and revenue. This is why you rarely see more than three or four customers in line at Aldi. Here are some more ways retail stores can cut the queues and reduce customer waiting time.

Wait Times 52

Wait Times Retail Self Service Loyalty Programs 52

CloudCherry

SEPTEMBER 1, 2019

Customer service should be simple right? In his discussion with CloudCherry’s James Gilbert, Matt shares insights from his co-authored book, “The Effortless Experience,” a title that pretty simply sums up what customers want. area with his wife and four children. The biggest takeaway from the book? The post K.I.S.S

Conference 244

Conference Study Sales Leadership 244

Gainsight

FEBRUARY 28, 2024

Imagine a warm October day in the bustling streets of New York, where four remarkable women stride down Fifth Avenue, laughter echoing in their wake. Their camaraderie seems seasoned, yet they’ve just met. Their dedication to revolutionizing customer experience. What unites them? Want to hear more from these trailblazers?

Customer Success 52

Customer Success Meeting Self Service Chief Customer Officer 52

CX Journey

AUGUST 29, 2018

In today's post, Paul shares a book review of Gerry Brown's book, When a Customer Wins, Nobody Loses. As I’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers. His points are well made.

Case Study 86

Case Study Hotels Consulting Culture 86

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. million customers. by GISuser. Here’s Why.

Customer Service 153

Customer Service Airlines Tips Customer Service Strategies 153

Myra Golden

NOVEMBER 6, 2020

This holiday season will be unlike any other due to COVID-19’s influence on consumer behavior in 2020. I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Watch my short video to discover four things to keep in mind for customer service this season.

Customer Service 45

Customer Service Management How To Video 45

NICE inContact

MARCH 21, 2018

This is part three of a four part series about Cloud Native vs Cloud Hosted. Customer experience (CX) is now the new way to compete in this experience economy and contact center operations are the real powerhouse to drive exceptional CX, thereby revenue. You can now achieve that. Not have technology dictate what you can do.

Contact Center 144

Contact Center Customer Experience System Customers 144

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Resources 98

Resources Customer Success Handbook eBook 98

Beyond Philosophy

JULY 23, 2022

However, I mention it because it represents what can happen if you neglect to update your customer strategy to invest in your Long Tail business model. In this episode, we explore the implications of the Long Tail strategy for customer experiences and how we can learn a lot from Netflix’s mistakes in this area.

Consulting 97

Consulting Strategy Financial Customer Experience 97

Blake Morgan

OCTOBER 24, 2022

Believe it or not, the 2022 holiday shopping season is here. With their wallets strapped and emotions running high, customers during the 2022 holiday shopping season are looking for brands that can provide personalized, convenient solutions to make their lives easier and better. The holiday shopping season is expanding.

Trends 52

Trends Retail Chatbots Sales 52

ShepHyken

DECEMBER 9, 2019

Each week I read a number of customer service and customer experience articles from various resources. 10 Customer-Centric Questions to Create Irresistible Value by Josh Linkner. Josh Linkner) With our Thanksgiving feasts behind us, ’tis the season of 2020 business planning. Here are my top five picks from last week.

Customer Service 71

Customer Service Airlines Call Center Case Study 71

ShepHyken

NOVEMBER 1, 2020

Each week I read a number of customer service and customer experience articles from various resources. If Customer Service Reps Were Honest [Spooky Edition]: The Scary Reality Your Customer Service Agents Face Every Day Plus How You Can Help by Veronica Krieg. But how about customers? What should they change?

Customer Service 103

Customer Service Self Service Tips Guidelines 103

ShepHyken

DECEMBER 17, 2021

He writes about how SMBs can make the most of the holiday season by investing in proper protection. Not only is there a desire to spend among consumers, but we’re seeing the holiday shopping season is critical for SMBs to meet their business goals. Protect Parcels From Your Doorstep to The Customer’s.

e-support 76

e-support How To Insurance Retail 76

Optimove

MARCH 24, 2022

One primary idea we aggressively push – since it is backed by the strongest research possible – is that brands must prioritize investing in engaging existing customers BEFORE acquiring new ones during peak times. Yes, we know – it may sound crazy for many people in marketing.

Sports 52

Sports B2C Fashion Retail 52

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components. Forecasting.

Contact Center 149

Contact Center Management Employee Engagement Call Center 149

Blake Morgan

OCTOBER 24, 2022

Believe it or not, the 2022 holiday shopping season is here. With their wallets strapped and emotions running high, customers during the 2022 holiday shopping season are looking for brands that can provide personalized, convenient solutions to make their lives easier and better. The holiday shopping season is expanding.

Trends 45

Trends Retail Chatbots Sales 45

Michelli Experience

DECEMBER 22, 2016

Those speeches were loosely based on the book Unplug the Christmas Machine: A Complete Guide to Putting Love and Joy Back into the Season. In it the authors, Jo Robinson and Jean Staeheli, essentially focused on four main themes: Prioritize gift-giving to those who truly need your gifts. Customer Do’s and Don’ts: Do: Smile.

Customer Experience 100

Customer Experience Engagement Connections Sales 100

NICE inContact

AUGUST 12, 2019

For seasoned workforce managers, predicting contact volumes and creating perfect schedules are second nature – even although, to those of us on the outside, they seem to speak a whole different contact center language! This blog is Part One of a two-part series that aims to demystify these four components. Forecasting.

Contact Center 136

Contact Center Management Employee Engagement Call Center 136

SurveyGizmo

DECEMBER 21, 2022

Instead, let’s cut right to the chase: Retargeting the right customers at the right time and in the right place is the ultimate key to driving mobile customer engagement. Now, it might sound like common sense to say, “just retarget your customers to boost engagement,” but let’s break down what this actually means.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

CSM Magazine

JANUARY 22, 2024

Seasonal Updates and Offers Regularly updating the homepage with seasonal themes, offers, and packages keeps the content fresh and relevant, encouraging repeat visits to the website. Next, we will discuss how website analytics and customer feedback can help refine the homepage to better meet visitors’ needs.

Hotels 52

Hotels Travel Analytics Social Media 52

Comm100

OCTOBER 25, 2017

Google’s autocomplete suggestions can be pretty telling in what people around the world are thinking about their customers – and as well as Google itself, there’s some great tools out there to help curious customer service professionals see all of the questions people are asking about customers all around the internet.

Customers 312

Customers Customer Service Ecommerce eBook 312

Optimove

OCTOBER 20, 2022

Consumers are already indicating they plan to tighten their belts during the upcoming holiday shopping season. consumers surveyed* (35%) responded that they will spend less in the 2022 holiday season than in 2021. Customer-led marketing still delivers brands an average increase of 33% in customer lifetime value.

Customer relationships 52

Customer relationships Consumers Marketing Social Media 52

ShepHyken

FEBRUARY 8, 2021

Each week I read a number of customer service and customer experience articles from various resources. Make Every Day Valentine’s Day by Showing Love and Empathy to Customers by Janelle Estes. Love (in the metaphorical sense) and appreciate your customers year-round. This article includes four trends.

Customer Service 94

Customer Service Self Service B2B Retail 94

ijgolding

SEPTEMBER 24, 2014

Many dinner table conversations about customer experience will end up talking about the airline industry. Some of the biggest customer experience horror stories have been served up by airlines. I am very fortunate to travel a great deal as I help and guide organisations on their customer centric journeys. Date Review Conducted.

Customer Experience 246

Customer Experience Airlines Travel Entertainment 246

ShepHyken

DECEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. Gift Experiences Can Create an Emotional Connection With Customers by Wise Marketer Staff. We are just heading out of the gifting season, but it’s not too late to understand the impact a gift to a customer can make.

Customer Service 139

Customer Service Loyalty Programs B2B Competitive Advantage 139

Maru Group

AUGUST 31, 2022

Maru’s Entertainment and Technology team found that one in four adults were somewhat (11%) or very (14%) likely to place a bet on at least one game in the opening week. Two out of five NFL fans aged 18-34 have a strong intention level to bet in week one, with this one in four for fans 35-54 and one in ten for those 55 or older.

Sports 72

Sports Entertainment Advertising Study 72

AWS Machine Learning

NOVEMBER 3, 2023

In fact, he holds the unique distinction of having scored from all four corner positions at Frankfurt’s Waldstadion. We analyzed around 215 matches from the Bundesliga 2022–2023 season. Let’s look at some examples from the current season (2023–2024) The following videos show examples of measured shots that achieved top-speed values.

Sports 92

Sports Measurement Metrics Data 92