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. All three companies provide Relentless Customer Service.

Culture 52

Culture Customer Service How To Guidelines 52

ijgolding

AUGUST 12, 2014

It is impossible to ignore the fact that customer service has gone all social on us. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. So why are companies still not dealing with ‘social customer service’ very well?

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

JANUARY 5, 2018

Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service. Text Messaging.

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. Where exactly escalations originate from depends a lot on the particular company and how its customer service organization is setup. Staying in touch with the customers. Focusing on strategy.

Policies 40

Policies Exercises Travel Customer Service 40