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

ijgolding

AUGUST 12, 2014

Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Part of the problem is that customers do not recognise channels – they recognise the company they are interacting with. I am a big fan of models and frameworks.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

ShepHyken

JANUARY 5, 2018

Research from Harris Interactive found that 75% of consumers believe that it takes too long to reach a live customer service agent. This means that there are potential process or technical issues within the customer service department that can’t support customers in a timely manner. The takeaway.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

CX Journey

JANUARY 11, 2018

Other benefits of an omnichannel experience include: Deliver Better Customer Experiences through leveraging real-time and historical data on customer online shopping behaviors, profile preferences, and purchase history, as 90% of customers expect consistent interactions across channels.

Omni-Channel 145

Omni-Channel Communication Social Media Hotels 145