CSM Magazine

NOVEMBER 11, 2020

But with rising conversation volumes, coupled with increased customer expectations, proactive support is now a top priority for many support leaders for the year ahead. Chatbots are driving significant gains for support teams and customers alike. 25% plan to do the same for customer renewals.

Trends 52

Trends Chatbots B2C B2B 52

Magellan Solutions

MAY 6, 2020

In Microsoft’s State of Global Customer Service Report , 95% of respondents named customer service as an important factor in choosing and being loyal to a brand. The management believed that it would help the company in reducing costs while maintaining and enhancing the quality of customer service.

Call Center 52

Call Center Company Telecommunications Banking 52

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Daniel Group

NOVEMBER 6, 2014

A 2012 study by Richard Foster at Yale University found average tenure of a company on the S&P 500 index has dropped from 61 years in 1958 down to only 18 years in 2011. In the early 2000’s we began to focus more on customer service as our clients were talking as much about customer retention as they were about finding new clients.

Customer Retention 40

Customer Retention Groups Consulting Study 40

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bold360

NOVEMBER 25, 2019

It’s all eroding agent morale when they’re unable to meet customer expectations. Lisa’s Take: When Lisa started at LogMeIn in 2011, the call center was much smaller. She’s seen exponential growth, not only in LogMeIn’s products, but also in what customers already know when they reach out.

Knowledge Base 40

Knowledge Base How To First Call Resolution Call Center 40

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. Let’s face it; the more positive employee engagement, the more positive customer service, and the more company success. You can follow any responses to this entry through the RSS 2.0 Great thoughts!

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Kustomer

JULY 1, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Tom Rieger from NSI , to learn about customer retention through enhancing wait times. You’re listening to the Customer Service Secrets Podcast by Kustomer. TRANSCRIPT. Thanks guys.

Wait Times 98

Wait Times Customer Experience Call Center Contact Center 98

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Pretium Solutions

DECEMBER 26, 2011

In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. So, in the spirit of understanding what we can do to actually achieve Excellent Customer Service in 2012, I offer up three resolutions: 1. Focus on the Customer.

Customer Service 49

Customer Service Touchpoint Customer Service Representative Policies 49

Pretium Solutions

DECEMBER 26, 2011

In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. So, in the spirit of understanding what we can do to actually achieve Excellent Customer Service in 2012, I offer up three resolutions: 1. Focus on the Customer.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Pretium Solutions

DECEMBER 26, 2011

In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012. So, in the spirit of understanding what we can do to actually achieve Excellent Customer Service in 2012, I offer up three resolutions: 1. Focus on the Customer.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Experience Matters

APRIL 7, 2015

We not only want to provide clients with the best technology in order to make them VoC heroes, but give them consulting support when they need it, based on the Confirmit Voices methodology which was launched in 2011, a flexible model which can be customized to each client’s business needs. R eal-Time Web Unique Features.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

SEPTEMBER 8, 2023

NPS cuts cost of customer acquisition: According to the research done by Frederick Reichheld of Bain & Company (the inventor of NPS) increasing customer retention rates by 5% increases profits by 25% to 95%. NPS increases customer loyalty: According to the 2017 Temkin research , promoters are 4.2

NPS 52

NPS ROI Social Media Effort Score 52

Currency Alliance

FEBRUARY 10, 2020

In 2011, the opening of a new store sparked days of riots in the city of Bristol, a hub for anti-establishment culture[ix]. You can use points to drive better customer service in-store. Increased share of wallet, customer engagement, better insight, and lower cost of customer retention should be your reward.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52