CSM Magazine

AUGUST 22, 2019

.” – Michelle Buckley, Director of Operations, Customer Relations/Rapid Rewards, Southwest Airlines. External Customer Facing Strategy : How can we thrive in the age of exceptional experiences and develop an innovative 2020 strategy to surpass our competition? Director, Customer Obsession, Uber.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Second to None

MARCH 30, 2018

Here are three fundamental tools for building a superior customer-service strategy. I recently had a meeting with a marketing executive from an airline. But it’s their customers—their very pissed-off customers—who are doing the marketing for them. Think beyond marketing. Final thoughts.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Kate Leggett.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Previously, he founded Ogilvy & Mather’s strategy practice (sales enablement, service design and employee experience) charged with “making brands more human”. Kate Leggett.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130