CSM Magazine

FEBRUARY 25, 2021

Service and convenience is driving the growth of online shops and services and that is why industries such as sports betting has boomed over the last few years. Keeping your online customers happy with the service they receive is quite a challenge. Here are a few tips to keep in mind when running an online sports betting business.

Sports 52

Sports Customer Service Loyalty Programs Tips 52

InMoment XI

FEBRUARY 8, 2023

Most businesses are organized into silos: marketing, sales, operations, customer care, HR, IT, finance, etc. But customer experience is a ribbon that cuts across these silos, and an effective CX program ensures that hand-offs between silos are clean and that no facet of the customer experience falls into the cracks.

Sports 295

Sports Financial ROI Leadership 295

TechSee

APRIL 22, 2024

In today’s fast-evolving service landscape, companies are continuously innovating to improve customer experience (CX). For CX enhancements to truly impact your business, they must be readily adopted by both customers and service agents. The last thing these customers want is a bigger headache when trying to solve their problem.

Innovation 109

Innovation How To Sports Video 109

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome. What do customers want?

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

Customer Bliss

MAY 23, 2018

Fanatics is the world’s largest provider of officially licensed sports gear. In this episode, Carolyne speaks about the importance of employee experience at Fanatics and how that translates to a better customer experience for dedicated sports fans. What does the communication look like? Be Authentic and Inspire Your Team.

Sports 197

Sports Customer Experience Travel B2C 197

Kristina Evey

NOVEMBER 20, 2017

Customer Experience Requires Teamwork. But, the reason I bring up the regatta is how essential teamwork is in the sport of crew. I know, I know, teamwork is in all team sports. There are so many different ways that each of these positions work into the overall Customer Experience. Some players are known as “ball hogs.”

Customer Experience 245

Customer Experience Sports Customers Customer Journeys 245

Maru Group

MAY 14, 2020

As nearly every major global sporting event has been canceled or suspended because of the coronavirus, sports fans are having to adapt and find new ways to channel their energy. One thing is clear, when live sports resume, it will bring with it an increasingly tech savvy fan base, eager for inclusion.

Sports 52

Sports Entertainment Video Multi-Channel 52

Russel Lolacher

JUNE 5, 2022

In this episode of Relationships at Work, Russel chats with technology service leader and speaker Brandon Caudle on the pros and cons of communication technology at work. The types of communication platforms organizations can use. How knowledge transfer and culture can benefit from communication technology. PLAY AND SUBSCRIBE.

Communication 93

Communication Technology Employee Engagement Culture 93

Avaya

JUNE 1, 2017

The sports experience has become a 21st-Century medley of sights, smells, and experiences. This starts with a seamless approach to fan, customer, and team engagement that can manifest in many ways from on-site, touch-activated, multi-sensory, virtual experiences to off-site communities. Communications that Come Full Circle.

Sports 50

Sports Technology Engagement Wireless 50

Guavus

MARCH 31, 2020

Clearly, social distancing and self-isolation mean that telecommunications has become an elevated essential service, which of course, begs the urgent question: how will communications service providers (CSPs) meet the challenge of their new critical role in our changed world? There are no sporting events planned for months.

Communication 83

Communication Social Media Sports Telecommunications 83

CSM Magazine

APRIL 17, 2024

Victor Obando, VP of Customer Solutions, ActivTrak Earlier this year the World Bank predicted the global economy would slow for a third straight year in 2024. This requires lower-tier customer service professionals to be enabled and empowered to step up when needed.

Customer Service 59

Customer Service Sports Banking Analytics 59

Optimove

APRIL 2, 2020

In the past few weeks, I have had many meetings with clients – b2c/d2c brands from different verticals – who all seem to ponder over the same question: what’s the best way to communicate with your customers in such uncertain and sensitive times? To do so, communications must adjust. But, how, exactly?

Communication 52

Communication Entertainment Sports Ecommerce 52

Seaton CX

JANUARY 31, 2023

You desire authentic relationships with honest communication. Our style guides how we communicate. When we talk to stakeholders, we tend to communicate in our own style. But it’s fast and good enough to develop an understanding of another person’s communication style. How much we listen and how much we talk.

Communication 52

Communication Sports Leadership Meeting 52

Experience Investigators by 360Connext

APRIL 24, 2017

Many of these were clients who were charged with leading customer experience change within large companies. In most cases, it’s new philosophy, limited staff and authority, and typically a culture straining against the wave of change that is required with a successful customer experience strategy. Communication Prowess.

Customer Experience 232

Customer Experience Sports Communication Consulting 232

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Optimove

FEBRUARY 1, 2024

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Due to popular demand, Optimove’s much-anticipated Lightning Talks are making a return at ICE 2024 between February 6th and February 8 th ! ” Embracing diverse markets for maximum gains enables a holistic and adaptable approach.

CRM 69

CRM Sports Consulting Data 69

Gainsight

JANUARY 8, 2021

Recently, Jackie Chevallier, Senior Product Manager for Adobe Audience Manager, and Connor Hatfield, Senior Customer Marketing Adoption Specialist at Adobe, sat with Gainsight’s Harshi Banka, Customer Success Director, Gainsight PX Team. Product adoption and customer success are core pillars of her role.

Sports 52

Sports Effort Score Tips Analytics 52

Totango

JULY 11, 2023

G2 recognizes Totango as a leader in customer success G2 , the software industry’s largest and most trusted marketplace, unveiled their 2023 summer report, and there are cheers all-around, as Totango was honored with 15 leader badges, including “Most Implementable” in the Enterprise Implementation Index for Customer Success software!

Customer Journeys 82

Customer Journeys Customer Success Sports Software 82

Experience Investigators by 360Connext

JUNE 13, 2018

So it’s no wonder we never run out of customer service disasters to talk about! Customer service disasters really come down to one thing: expectations. If you don’t live up to them, you will disappoint a customer. If you’d like a guide, here are some ways to disappoint any customer. They were boring.

Customer Service 152

Customer Service How To Sports Communication 152

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? The charter, however, is not a magical document.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

BlueOcean

AUGUST 27, 2020

And, of course, your company’s plan to launch a new outsourced customer care program. Your customers are already struggling with the times, and now you’re thinking about overhauling the customer care process? They should be able to clearly communicate their plans and transparently share their biggest hurdles.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

Michelli Experience

FEBRUARY 6, 2018

You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Those investments occurred because customers and prospects wanted to listen and watch. When and where are your customers open to listening to your message?

Customer Experience 133

Customer Experience Sports Advertising Social Media 133

ShepHyken

APRIL 24, 2023

Top Takeaways: When an organization makes customers feel special by getting something that appears to be hard to get, they endear customers to the company and make them feel connected to the brand. Demand-related scarcity – when customers are excited and want to make sure they can purchase a product before it is gone.

Customer Experience 62

Customer Experience Sports Customer relationships Consumers 62

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1. Challenge #2.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

CloudCherry

JULY 5, 2019

I played the sport for 12 years and found that I love to coach just as much as I love to play. The same concept can be applied to a company’s customers. Every company strives to help each customer achieve their goal or to fulfill some type of need/want. In order for a company to do that, they must get to know their customers.

Sports 150

Sports Effort Score Measurement Customer Experience 150

Qualtrics

APRIL 23, 2020

Miller Group (LHM) runs the Utah Jazz, other sports teams, financing businesses, movie theaters, and auto dealerships in seven western states. We began doing the basic things, which included safe hygiene protocols, communicating frequently with employees, as well as press releases for our guests and customers.” The Larry H.

Sports 26

Sports Transportation Fashion Communication 26

CX Accelerator

FEBRUARY 3, 2018

Using DiSC in a customer service context to enhance both the customer and the agent experience. There is a plethora of training options available to service leaders who are looking to enhance the communication skills of their agents. Having had exposure to many of these, DiSC is my top choice with the most significant impact.

Interaction 140

Interaction Customer Service Sports Communication 140

Experience Matters

DECEMBER 22, 2014

Hall was extremely passionate about customer experience. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall joined the D-backs in May 2005 as Senior Vice President, Communications, was named president in September 2006 and CEO in January 2009.

Culture 313

Culture Sports Employee Engagement Leadership 313

Wired and Dangerous

DECEMBER 1, 2020

Customers have changed! Research shows their expectations for customer service have increased significantly in the last 12 months. Forbes reports that 73% of companies with above-average customer experience perform better financially than their competitors. “Call the fire department now,” I exclaimed!

Customer Experience 136

Customer Experience Sports Customer Service Representative Customers 136

Experience Matters

NOVEMBER 24, 2014

I attended last night’s Oklahoma City Thunder game to participate in a ceremony awarding the NBA team’s partners with a CX Innovation Award from the Customer Experience Professionals Association ( CXPA.org ). They collectively help the Thunder achieve its mission to be “the most FAN-centric organization in professional sports.”

Sports 308

Sports Customer Experience Professionals Survey Consulting 308

Retently

MARCH 29, 2023

So how does the world’s NPS leader achieve such a high level of customer satisfaction? From implementing innovative features to perfecting the customer experience, today we’ll share the secret ingredients that make Tesla so special. It reduces distribution costs and provides customers with greater convenience. Remarkably safe.

Net Promoter Score 198

Net Promoter Score NPS Automotive Customer Satisfaction 198

Totango

MAY 17, 2023

When it comes to understanding customer needs, marketing, sales, and CS teams are the experts, so it’s on us to work together to define today’s most valuable growth opportunities. VP of Customer Success at Veriforce, Andy Kearney. The idea that CS can own the entire customer journey is both unrealistic and outdated.

Sales 106

Sales Marketing Sports Customer Journeys 106

Kustomer

JUNE 2, 2023

Its primary function might be to help families and friends stay in touch, but the app can also support brand-to-customer interactions via the WhatsApp Business application and WhatsApp API. It sports a strong feature suite for businesses, who have recognized its ability to make reaching customers as easy as texting.

Customer Retention 91

Customer Retention Self Service CRM How To 91

Avaya

OCTOBER 29, 2018

It’s a unique opportunity to demonstrate impactful solutions that we’ve developed and implemented with several key customers. For some customers the honest answer must be “no.” And if you’ve been intrigued by Avaya Breeze and the possibilities it creates for customization of your solution, a Starter Kit to get you going.

Communication 45

Communication Transportation Sports Healthcare 45

AWS Machine Learning

NOVEMBER 3, 2023

Through Amazon MSK, we’ve established a centralized hub for data streaming and messaging, facilitating seamless communication between containers for sharing a wealth of Bundesliga Match Facts. He supports customers in developing data-driven applications within the AWS Cloud.

Sports 91

Sports Measurement Metrics Data 91

Beyond Philosophy

NOVEMBER 11, 2023

It’s these goals for the communication or tactic that should drive these decisions for which ways work best for your business. 21:07 We encourage John to sponsor a sports stadium, or at least a local soccer team, because sponsorships are a great way to build awareness. So, Colin has carefully avoided that one.

Sports 78

Sports Marketing Sales Communication 78

Beyond Philosophy

FEBRUARY 17, 2020

Technology, human behavior, Customer Experience are intersecting through the use of Artificial Intelligence (AI) and taking marketing in a new direction. We spoke to Messina on a recent podcast about this concept and how it applies to customer-driven growth. Bot platforms had informal interactions over the platform with customers.

Meeting 166

Meeting Social Media Call Center Multi-Channel 166