CSM Magazine

MAY 16, 2023

More businesses are recognising the value of outstanding customer service. In fact, 88% of companies now prioritise customer experience in their contact centres. This confirms that quality customer service and brand recognition go hand in hand.

B2B 52

B2B Financial Customer Centricity B2C 52

ShepHyken

JANUARY 4, 2023

And in the world of customer service and CX, there is much to be excited about. Last month I released my annual Top Ten Customer Experience Predictions in my weekly Forbes column. Customers Will Be Smarter and More Demanding Than Ever – I may sound like a broken record as I start each year with this prediction.

Self Service 134

Self Service Customer Experience Customer Service B2C 134

Team Support

MARCH 28, 2024

If you’re in the customer support world, then you know that achieving excellence in the space requires more than addressing customers’ immediate needs. You must first redefine what customer service means entirely. It's here that TeamSupport Software shines, revolutionizing customer support management.

ROI 52

ROI Self Service Customer Service Return on Investment 52

ShepHyken

APRIL 23, 2021

He shares customer service best practices that successful brands use to help their customers on social media. Another intuitive and frankly underutilized way brands can use social media is for addressing customer service inquiries. . Why use social media as a customer service channel? .

Social Media 125

Social Media Examples Brands Customer Service 125

Team Support

OCTOBER 4, 2022

So in the cases where a customer is asking for something you can't provide, whether that's faster response times or new features (or a trip to the Moon with Wallace and Gromit), your business needs to manage their expectations. To this end, a ticketing management system, or the team behind it, needs to also manage customer expectations.

Customer Expectations 126

Customer Expectations Strategy Management B2B 126

Vonage

OCTOBER 12, 2015

To be truly effective, customer service must permeate the culture of a company. As such, this article, although it focuses on sales tactics, actually falls under the heading of customer service. These tactics work for B2B as well as B2C, although the examples discussed here are based on a retail setting.

Sales 120

Sales Customer Service B2C Customer Service Strategies 120

Advantage Communications

JANUARY 17, 2020

The be-all and end-all of your organization is customer service. Whether your business is customer facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability.

Call Center 64

Call Center Customer Service B2B Customer Service Strategies 64

Team Support

SEPTEMBER 8, 2020

Businesses buy your products or services to help their operations run efficiently and to meet their customers’ expectations. In other words, effective B2B support forms the foundation for long-term successful customer engagements. Customer contact with Support identifies top features customers want.

B2B 64

B2B Effort Score Customer Expectations Customer Satisfaction 64

ShepHyken

OCTOBER 28, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Build A Customer Service Strategy And Drive Repeat Business by Krishna Charan. Here are four examples from four brands on how they are delivering a great customer service experience.

Customer Service 54

Customer Service Loyalty Programs Customer Centricity Customer Service Strategies 54

Team Support

MARCH 27, 2020

These in person interactions are the foundation of many excellent customer relationships, and it can sometimes be a challenge to build or sustain relationships without them. So, how can you maintain strong B2B customer relationships without face-to-face interactions?

Customer relationships 80

Customer relationships B2B Interaction Multi-Channel 80

Oracle

FEBRUARY 21, 2020

Over 40 of these sessions will focus on the most relevant, cutting-edge customer service trends and technology. Here are 5 essential customer service sessions you won’t want to miss. You can also view the full customer service session catalog here. Amazing Tales from Inspiring Customer Service Leaders.

Customer Service 62

Customer Service Roadmap Hospitality Conference 62

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Then try asking them, through a survey.

Social Media 88

Social Media Customer Service How To B2B 88

ShepHyken

AUGUST 13, 2018

Each week I read a number of customer service and customer experience articles from various resources. Are You Making This Critical Connection With Your Customers to Strengthen Relationships and Drive Loyalty? Want better customer service? Traditionally customers called. by Steve Bernstein.

Customer Service 72

Customer Service Loyalty B2C Study 72

Team Support

MARCH 13, 2020

Create 3-5 key talking points your team can fall back on – During an emergency, customers are calling, chatting, and emailing you in a panic. Don’t write a word for word customer service script , instead provide a few talking points your team can use in conversations when they’re stumped.

Customer Service 69

Customer Service Leadership B2B Customers 69

ShepHyken

AUGUST 20, 2018

Each week I read a number of customer service and customer experience articles from various resources. T-Mobile is completely overhauling how its customer service works by Chris Welch. The Verge) Team of Experts launches nationwide today for postpaid customers. (The I listened, we acted and we heard.

Customer Service 69

Customer Service B2B B2C Innovation 69

Kustomer

AUGUST 6, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by CloudTask CEO, Amir Reiter, and VP of Marketing, Tom Jenkins, to discuss outsourcing and how to adapt in today’s dynamic markets. Understanding your team and culture will help increase the desire to understand the customer.

Customer Service 52

Customer Service B2C B2B Training 52

Comm100

SEPTEMBER 22, 2016

Sometimes we learn important customer service skills through training, or through years of hard-earned experience. But we still want you to be able to take advantage of the books that can transform your current customer support operations. Customer Service Culture. ” – Charles W.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

ShepHyken

DECEMBER 29, 2021

What message do these examples send to their customers? In the B2B old, many customers pay 30 or even 90 days (or more) after they are invoiced for whatever they buy, but this is almost unheard of in retail. . I’m not suggesting you put all of your customers on the honor system when it comes time to be paid.

B2B 136

B2B Customer Service Training Customers Retail 136

ShepHyken

JANUARY 23, 2017

Each week I read a number of customer service articles from various online resources. Are You Taking Your Customers For Granted? CustomerThink) What does your B2B marketing program have to do with your customer retention strategy? Driving Revenue With Great Customer Experience by Maxie Schmidt- Subramanian.

Self Service 48

Self Service Social Media Customer Service Fashion 48

ShepHyken

DECEMBER 15, 2021

This translates to the customer experiencing a lower level of service, and in some cases, quality. Our colleague at Shepard Presentations refers to it as customer service on a diet. . Companies are forced to skimp on quality and service, and that is causing frustration at all levels. You never know.

B2C 125

B2C B2B Customer Service Training Customers 125

ShepHyken

APRIL 18, 2023

For a number of years, I’ve preached that our customers no longer compare us just to our direct competitors, but instead to the brands they enjoy doing business with the most. In other words, the ones that provide the best customer service and experience. Connect with Shep on LinkedIn.

B2C 64

B2C B2B Customer Service Training Retail 64

ShepHyken

FEBRUARY 5, 2021

He writes about how to turn negative customer service interactions into positive experiences. You would more than likely prefer if all of your customer interactions and transactions were completed smoothly and resulted in positive experiences for the customer and your business. Talk With Your Team.

Tips 97

Tips Customer Experience B2B Travel 97

ShepHyken

OCTOBER 13, 2021

Perhaps a better way to put it is to track your customers on social media. This is especially powerful for B2B businesses, but almost any type of business that has one-on-one relationships with customers can use this tip. Set up a Google Alert for your best customers. The customer could be an individual or a company.

Loyalty 104

Loyalty Social Media Tips Communication 104

SmartKarrot

OCTOBER 27, 2022

Business-to-business (B2B) marketing is a type of marketing done directly between businesses. Unlike other sales models where the Client goes through an intermediary such as retail, B2B marketing involves direct contact between professionals in specific industries, creating the potential for closer relationships and higher quality.

B2B 10

B2B Social Media Sales Examples 10

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. Is Your Digital Marketing Strategy Ready for an AI Intervention? Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Here are my top five picks from last week.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

ShepHyken

JULY 24, 2023

Each week, I read many customer service and customer experience articles from various resources. My Comment: One way to make customers love doing business with you is to be easy and convenient. Our customer service research finds that 53% of American consumers will pay more for a convenient experience.

Customer Service 12

Customer Service Effort Score Retail B2B 12

ShepHyken

AUGUST 1, 2016

Each week I read a number of customer service articles from various online resources. Here are twelve ways to use social media to enhance the relationship you have with your customers. Consumer Disappointment with Customer Service Is Real by Dianna Labrien. Is the customer always right?

Social Media 48

Social Media Customer Service Self Service B2C 48

delighted

JANUARY 20, 2022

This post is a guest contribution by Project Manager and B2B Copywriter, Lee Li Fang. No matter what industry a company is in, customer satisfaction is one of the most important measurements of success. The best way to ensure that your company is succeeding in this area is to collect and monitor customer opinions and sentiments.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Magellan Solutions

AUGUST 23, 2021

Autonomous Omnichannel is slowly taking over telemarketing services in the Philippines and it is receiving positive response from entrepreneurs. What is Autonomous Omnichannel Services? With over 18 years of industry experience, we offer high-quality customer service support and call center services.

Omni-Channel 52

Omni-Channel Call Center Contact Center B2C 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

ProProfs Chat

JANUARY 30, 2020

Companies that successfully engage their B2B customers reported 63% lower customer attrition. The benefits of customer engagement are not just restricted to B2C sectors. With successful customer engagement strategies, a B2B business can easily lower customer attrition. Source: IBM ) Tweet this.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Andrew Mcfarland

SEPTEMBER 23, 2022

Collaboration is one of the essential soft skills for B2B organizations, as it allows people to work together to achieve shared goals. Understanding your customers. Customer service is a big part of business success, but it doesn’t happen without an understanding of your customers. Attention to details.

Customer Satisfaction 48

Customer Satisfaction Examples B2B Management 48

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

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. John DiJulius Follow @JohnDiJulius. Kerry Bodine Follow @kerrybodine.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Chattermill

JULY 15, 2018

Invitation to this exlusive event is limited to senior executives responsible for the design, development and delivery of their customer service strategies and solutions to ensure utmost relevance to attendees. B2B Forrester marketing and Sales. Yes, CX is important in B2B enterprises, too. 25-26, Austin, Texas.

Customer Experience 40

Customer Experience Conference B2B Innovation 40

Talkdesk

AUGUST 9, 2016

For this reason, many forward-thinking businesses are investing in omnichannel customer service strategies. The beauty of omnichannel is that companies can choose which channels they think will best meet their customers’ needs. Self-service can take many forms. For B2C companies, FAQ sections may suffice.

Self Service 40

Self Service Omni-Channel B2C Customer Service Representative 40