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. Stay true to your brand values.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

CSM Magazine

MARCH 13, 2020

A win-back bot, used in combination with other chatbots such as a quote bot, and loyalty bot, can help to retain customers who are nearing the end of their contract and are at risk of switching to a competitor and can even help to entice back customers who’ve already left.

Self Service 64

Self Service Chatbots Contact Center Policies 64

ClearAction

FEBRUARY 7, 2016

Loyalty is Not Just for Customers article. Customer Experience Management Improves Brand Value article. Systems Thinking is Missing in Customer Experience Management article. 1 2009 Customer Experience Maturity Monitor, Peppers & Rogers Group. Customer Centricity. Customer Experience is Decided by You article.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Example: Toyota’s response to a major recall in 2009 showcased a well-prepared crisis management plan.

Strategy 57

Strategy Social Media Airlines Software 57