CSM Magazine

DECEMBER 8, 2015

Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Customer Expectations 40

Customer Expectations Survey Social Media Measurement 40

Comm100

OCTOBER 30, 2017

A 2012 study by Beyond Philosophy, called out “silo mentality” as the biggest organizational hurdle in improving the customer experience. The focus here needs to be not only in offering an 800# with an integrated and useful IVR (make sure that you are NOT putting your customers into IVR Hell!), Let us know in the comments below.

Contact Center 113

Contact Center Tips Management Call Center 113

Service Untitled

NOVEMBER 28, 2012

Q: What metrics or qualitative data does Ritz-Carlton use to measure customer service training success (How do you know it’s working)? Diana has more than 30 years experience in hospitality and customer service expertise. Before joining Software Advice in 2012, she worked in sales management and advertising.

Customer Service 92

Customer Service Hotels Hospitality Leadership 92

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132