CSM Magazine

FEBRUARY 7, 2023

We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor. Look Back to Look Ahead How willing are customers to forgive brands for poor experiences?

Self Service 52

Self Service Customer Experience Gamification Analytics 52

ClearAction

FEBRUARY 7, 2016

The Impact of Customer Experience Interaction. Customer Service “Wow” Versus “Ow” Interaction Bridges for Keeping Customer Commitments. Customer Experience Management Improves Brand Value article. Internal Branding is Central to Customer Experience Management article. Customer Centricity.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

CSM Magazine

MARCH 13, 2020

Lower service delivery costs -Rather than incurring the costs of having customer service employees attempting to call all customers at contract renewal time, win-back bots can be programmed to engage with customers and provide personalised interactive messages defined by your organization.

Self Service 64

Self Service Chatbots Contact Center Policies 64