CSM Magazine

FEBRUARY 7, 2023

Customers are like elephants; they have amazing memories. This means they will never forget a truly wonderful or absolutely horrible service experience. So, in these tough economic times, what are the best customer service strategies to provide elephant-astic experiences? Unleash the chatbot!

Self Service 52

Self Service Customer Experience Gamification Analytics 52

Comm100

SEPTEMBER 28, 2021

Since 2007, Fitbit has brought technology to health and fitness to change the way people move. Fitbit’s digital customer service strategy took shape in 2019, when the B2B side of the business, Fitbit Health Solutions , sought to capture leads that were being missed by relying on a traditional contact form.

Customer Service 215

Customer Service Chatbots Banking Engagement 215

Storyminers

JULY 6, 2020

Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. The next step is to identify the various levers you can act on to improve these indicators and fine tune your strategy.

Customer Experience 86

Customer Experience Average Handle Time Net Promoter Score Customer Care 86

Storyminers

JULY 6, 2020

Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. He joined Comcast as executive support manager in 2007 during a period of high-profile public relations issues.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

OCTOBER 17, 2017

Instead of scouring a website for a company’s contact info, or spending minutes filling out a survey, customers can tell companies what they think within seconds, as easily as tagging them in a status, tweet, or post. By 2020, Customer Experience is expected to overtake price and product quality as key brand differentiators.

Social Media 122

Social Media Customer Service Customer Care Feedback 122