CSM Magazine

JUNE 19, 2023

In today’s competitive business landscape, exceptional customer service can make all the difference between success and failure. One key aspect of providing first-rate support is ensuring that your customer service team members are approachable and relatable. Honesty can eliminate misunderstanding.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

InMoment XI

FEBRUARY 7, 2024

During their stay, guests may use their mobile devices to get guidance on where to eat and things to do AI-powered bots can help customers find the property that best suits their needs. The need for personalization in customer service requires an extensive collection of data, posing privacy concerns. Access 1/19/24. Salesforce.

Hotels 260

Hotels Guest Experience Travel Chatbots 260

ShepHyken

OCTOBER 18, 2017

Many people think of customer service as a department. If you’ve been following me, you’ll know my belief is that customer service is a philosophy , not a department. It can be the traditional customer service team who fields questions and complaints. Validation needs to be a part of the customer experience.

Customer Service 159

Customer Service Metrics Interaction Customers 159

TechSee

APRIL 9, 2024

In the world of customer service and technical support, a significant challenge often goes unaddressed: the visual gap. This gap represents the disconnect between customers and service agents, where words fail to convey the full picture of an issue or solution.

Net Promoter Score 124

Net Promoter Score NPS Customer Satisfaction Customer Confidence 124

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. When your employees are feeling proud and appreciated within their work environment, they are going to generate more return customers for your business.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 67

Connections Culture B2C Retail 67

Vonage

JUNE 28, 2017

Shep Hyken is without doubt one of the most influential customer service experts in the world. His high-energy presentations are famous for their clever blend of customer service advice, humour and even magic. customer service he received from a taxi driver. It’s a philosophy to be embraced by everyone”.

Customer Service 96

Customer Service Social Media Competitive Advantage Exercises 96

ProProfs Chat

DECEMBER 7, 2018

Now, there are many online platforms that advice you on how to improve your customer service this holiday season. They all have some practical tips that contribute to building a better service for your customers. Lavy Mammen Customer Experience Consultant, GEA Group Americas, Inc. That’s okay. Tweet this.

Tips 96

Tips Customer Service Self Service Chief Customer Officer 96

ShepHyken

JUNE 27, 2018

I have a similar take on the customer service and customer service world. The three keys to customer experience success are consistency, consistency and consistency. Whatever the company sells must meet the expectations of the customer, every time. Confidence can lead to trust.

Customer Service 88

Customer Service Chatbots Loyalty Customer Service Training 88

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. This is an important publication with insights from 6,700 consumers and business buyers on the intersection of customer experience, use of technology, and the creation and development of trust.

Connections 40

Connections Culture B2C Retail 40

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Phone Is King for Customer Experience by Blair Pleasant. (No 5 Predictions On The Future Of Customer Service by Mikhail Naumov.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

DECEMBER 21, 2021

Customer Service Avoidance. How CX Avoidance Impacts Customers, Employees, and Brands. They discuss how to use technology and staff the customer service department to be effective throughout the entire customer journey. Top Takeaways: Learn about “customer avoidance” and why it happens.

Customer Service Representative 67

Customer Service Representative Customer Confidence Chatbots Advertising 67

Blake Morgan

JUNE 13, 2023

Andres Barry, President of JetBlue Travel Products, says customers have become more selective about how they book travel and want a company they can trust if something unexpected happens. For Barry, that trust and connection come from investing in the contact center to create the best human interactions possible.

Contact Center 59

Contact Center Strategy Travel Customer Confidence 59

Vonage

AUGUST 30, 2016

Here are just a few ways you can connect with NewVoiceMedia at Dreamforce 2016. . We know how important customers are to your business. But it can be difficult to build customer confidence, and we want to know how to do it better. Using Salesforce CTI to connect customer data to the sales and service experience.

Sales 215

Sales Customer Confidence Connections Tips 215

Alliance by IFS

APRIL 2, 2019

We at Astea invite you to think of this post as a brief guide to using technology to provide great service and create memorable customer experiences. What Defines Delightful Customer Service? As UK Field Service Summit attendees will hear, consumers dictate the terms of service in the experience economy.

Software 88

Software Management Self Service Call Center 88

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

NICE inContact

NOVEMBER 13, 2018

They hope to be able to connect to the right person and have their problem solved or question answered quickly, but they can’t count on it. Without even knowing it, they were teaching me some of the basics of good customer service. Depending on your business, respecting the customer’s time could mean different things.

Self Service 202

Self Service Hotels Wait Times Customers 202

Stella Connect

SEPTEMBER 28, 2021

Shopping centers reopened, and ecommerce continues to simplify the ability for any retailer to go digital and connect with customers. If there was ever a time to prioritize the retail customer experience, it’s right now. Here’s why the retail customer experience is more important than ever before.

Retail 52

Retail Customer Experience Ecommerce First Call Resolution 52

ShepHyken

MAY 23, 2017

What are some ways that you can show your customers, and your employees, that you are truly customer focused? Shep Hyken interviews Megan Singh, Project Management Director at Squaremouth, a four-time Gold Stevie Award winner for Customer Service Department of the Year, to get ideas that you can implement in your organization.

Insurance 85

Insurance Policies Travel Comparison 85

ShepHyken

SEPTEMBER 27, 2021

Each week I read many customer service and customer experience articles from various resources. My Comment: Customer service starts on the inside, starting with employees. My concept of The Employee Golden Rule is about treating employees the same way you treat customers, if not even better.

Customer Journeys 19

Customer Journeys Customer Service Social Media eBook 19

NobelBiz

JANUARY 16, 2024

They serve as a direct line of communication, offering personalized interactions that can effectively address customer needs, resolve issues, and convert inquiries into tangible business outcomes. Call center campaigns are important for businesses to maintain a high level of customer satisfaction and to improve their customer service.

Call Center 52

Call Center Contact Center Contact Center Software Call Recording 52

ShepHyken

DECEMBER 26, 2018

Customer service: You love the way they treat you. When you figure out a customer’s Why and can scale it to meet the reasons and needs of a larger group, you connect on another level that brings customers back, again and again. The loyalty to the company is because of price, not the company.

Culture 133

Culture Policies Customer Service Training Customers 133

ShepHyken

FEBRUARY 14, 2018

What if your customers said they would be willing to pay you twice what you normally charge? All they want in return is an amazing customer service experience. We already give great customer service. The point is that great customer service makes price less relevant. That’s all they want? Then do it!

Exceptional Customer Service 92

Exceptional Customer Service Study Customer Service Training Customer Service 92

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

ShepHyken

NOVEMBER 17, 2017

This week we feature an article by Megan Wenzl about the importance of online reviews to your business and customer engagement. Customer engagement is the communication with customers through a variety of channels to create emotional connections that foster customer loyalty. – Shep Hyken.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

ShepHyken

JANUARY 2, 2018

Connection – How we connect and collaborate is vital. Shep Hyken is a customer service and experience expert , “New York Times” best-selling author, award-winning keynote speaker , and your host of Amazing Business Radio. “A Character – Do what is right, not what is easy.

Leadership 80

Leadership Loyalty Study Connections 80

ShepHyken

SEPTEMBER 7, 2018

This week we feature an article by Michelle Nickolaisen about customer review programs. Accept that you may be reviewed by the customer. Providing buyers with additional learning opportunities (via connecting them with customer references, helping them create an adoption approach, and providing them with customer evidence).

Case Study 81

Case Study ROI B2B Study 81

BirdEye

AUGUST 9, 2023

A business’s reputation score: Highlights your position in search rankings Helps understand overall customer sentiment Makes reputation management easy In a nutshell, your reputation score is a vital tool in the world of reputation management. A high star rating on your listings makes customers confident about their purchases.

Social Media 52

Social Media e-support Feedback Analysis 52

Service Untitled

DECEMBER 27, 2010

In 2008, social media and customer service were not even on the radar; in 2009 it grew to 13%, and this year 40% of contact centers actively use social media in their customer service. Also, Stockford pointed out the relevance between the marketing departments of a company and customer service.

Social Media 42

Social Media Trends Customer Experience Contact Center 42

ShepHyken

JUNE 20, 2017

Shep Hyken is a customer service and experience expert , best-selling author and your host of Amazing Business Radio. How do I keep a customer engaged? How to I stay connected with customers? How do I influence customers? How do I create trust with customers? How do I stay on my customer’s mind?

Engagement 71

Engagement Marketing Tips Video 71

ShepHyken

SEPTEMBER 7, 2016

For example, getting transferred from one customer service representative to the next and having to repeat the issue. Or when a customer is asked to use the touchpad on their phone to type in their account number, only to be asked for the same number when the customer support representative finally connects with the customer.

Customer Service Representative 48

Customer Service Representative Customer Service Training Customers Customer Service 48

Comm100

NOVEMBER 13, 2022

Brands of all industries are beginning to recognize the huge benefits that customer service chatbots can bring to their organization. 70% of customers either currently use or are interested in using chatbots for simple customer service enquiries. Customer service chatbots don’t just benefit the end consumer.

Chatbots 130

Chatbots Software Self Service Wait Times 130

InteractionMetrics

APRIL 16, 2024

Whatever you promote about your company sets up what customers expect. For instance, if your website bellows that customer care is one of your core priorities, then naturally, customers will expect above-average customer service. Also, determine if this varies by customer type.

Strategy 52

Strategy Customer Experience Effort Score Net Promoter Score 52

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 53

Customer Service Training Course Customer Service Training 53

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Email Writing: 3 elements of a great email customer experience.

Customer Service 40

Customer Service Training Customer Service Training Course 40