CSM Magazine

OCTOBER 5, 2022

One of the major weaknesses of most organizations is top management’s lack of a customer service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. Only the customer knows what he or she wants: 3. Communicate.

Culture 52

Culture Customer Service How To Guidelines 52

ijgolding

AUGUST 12, 2014

Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. Customers just expect you to be able to deal as effectively with their problems communicated through Twitter as they do over the phone. You can buy the book online here.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

JANUARY 5, 2018

No matter what the issue is, it is important to have customer support in as many channels as possible. No multi-channel support: This goes back to knowing your customers and what they like. Not all customers like to communicate the same way, especially when there are multiple ways to engage.

Customer Service 80

Customer Service Poor Customer Service Multi-Channel Study 80

CX Journey

JANUARY 11, 2018

Gain More Robust Data that covers all channels and allows businesses to make better decisions on product development and marketing efforts, as 77% of strong omnichannel companies store customer data across channels compared to 48% for weak omnichannel companies. People like to communicate in different ways.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145

Service Untitled

NOVEMBER 6, 2009

Service Untitled The blog about customer service and the customer service experience. Focusing on strategy. Other customer service managers (typically those in larger companies) spend most of their day working on big initiatives and customer service strategy.

Policies 40

Policies Exercises Travel Customer Service 40