CSM Magazine

AUGUST 22, 2019

VP, Customer Success, General Electric, GE Digital. Director, Customer Service, PVH Corp. Director Customer Care, Frontier Airlines. VP, Customer Experience Design, AARP. Chief Consultant, Lufthansa Systems. And many more… Check out the full speaker line-up for the Customer Service Summit here!

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

West Monroe

JULY 11, 2023

Read More Data & Technology Delivering a superior patient experience built around ease and trust for MultiCare Health System Data & Technology Transformation to an omnichannel customer care experience results in $40M in value creation

Contact Center 52

Contact Center Survey Omni-Channel Customer Service Strategies 52

ShepHyken

APRIL 30, 2024

Siegel+Gale is a consulting firm that specializes in making brands simple. I’ve been to websites where, after reading everything on the company’s home page, I still don’t know exactly what they do. They’ve complicated their message. The concept of simplicity is financially powerful.

Entertainment 80

Entertainment Sports Financial ROI 80

TechSee

APRIL 4, 2023

Of course, you want to treat your customers with the proper respect, patience, and dare I say “love” that you would show to someone very close to you. Fifty years ago, this might have been an acceptable customer service strategy to use with your clients. Interested?

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

ijgolding

AUGUST 12, 2014

. ‘Delivering Effective Social Customer Service’ is a fantastic resource for all customer service professionals looking for help and knowledge in understanding how to best deal with customer service in the social world. You can buy the book online here.

Social Media 230

Social Media Customer Service Customer Experience Roadmap 230

Comm100

SEPTEMBER 25, 2021

This also allows your customers to contact your business in the way they prefer the most. Learn more: What is Omnichannel Customer Service Strategy? While communicating with your customers, keep in mind that they like personalized messages, interactions, and experiences.

Customer Satisfaction 130

Customer Satisfaction Customer Service How To Omni-Channel 130

ShepHyken

JUNE 1, 2021

The Role of Energy in Customer Service. Understanding How the 7 Levels of Energy Affects Customer Service . Shep Hyken interviews Natalya Berdikyan, founder and CEO of Life By Design Academy and Frontline Consulting. They discuss how energy affects customer service and experience.

Consulting 141

Consulting Customer Service Customer Experience Interaction 141

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

CSM Magazine

OCTOBER 5, 2022

One of the major weaknesses of most organizations is top management’s lack of a customer service strategy. They fail to realize the strategic opportunity on how to use superior service as a vehicle to build market share and market dominance. John Tschohl is a professional speaker, trainer, and consultant.

Culture 52

Culture Customer Service How To Guidelines 52

TechSee

JUNE 9, 2022

Connecting these channels to create continuity across the customer experience can be challenging. The following are 3 of the most common failure points faced by companies who have deployed a digital customer service strategy and how you can overcome them to get the most out of your tech stack.

Omni-Channel 145

Omni-Channel Self Service Customer Experience How To 145

TechSee

JUNE 1, 2021

This format also gives businesses the flexibility to take on additional GigCX agents when necessary, allowing organizations to ensure top-quality service during high-volume periods. A visual assistance platform can allow freelancers and customers to engage and interact. Real potential for growth in gig customer service.

Self Service 109

Self Service Customer Service Video Analysis 109

ShepHyken

JANUARY 8, 2021

This week we feature an article from Gary Williams, Director of Sales and Consultancy at Spitch. Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are.

e-support 139

e-support Omni-Channel Competitive Advantage Customer Centricity 139

CSM Magazine

MARCH 24, 2023

Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

CSM Magazine

MARCH 24, 2023

Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level. Get Feedback From Customers Before changing your business or site, find out how your customers feel.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. We all know that the retail landscape changed massively in 2020.

Customer Experience 141

Customer Experience Self Service How To Retail 141

CSM Magazine

JUNE 4, 2020

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla. While the boardroom may applaud the reinvention, their customers could be fighting to get what they bought. About 4t4 Consult.

Omni-Channel 52

Omni-Channel Consulting B2C Customer Relationship Management 52

TechSee

MAY 4, 2021

Companies are increasingly recognizing the importance of adopting an agile customer service strategy for real-time support. This resource availability, coupled with the digitalization of customer service, all indicate that the time is ripe for the GigCX model to be adopted at a quicker pace.

Customer Service 182

Customer Service Contact Center Call Center Retail 182

Magellan Solutions

MARCH 7, 2021

Magellan Solutions offers nothing but a great customer experience. We have the tools to manage customer journeys across one or more channels. The rise of omni channel customer service strategy through AI. AI-assisted solutions meet your business needs and improve customer experience. TALK TO US!

Omni-Channel 52

Omni-Channel Customer Service Government Call Center 52

ShepHyken

FEBRUARY 12, 2021

You’ll also reduce the chances of the client experiencing two of their biggest pet peeves: Having to explain the situation all over again to a new consultant. With people becoming increasingly aware of cybersecurity, being able to see a consultant at the other end of the line is reassuring.

Social Media 111

Social Media Chief Customer Officer Call Center Video 111

ShepHyken

MARCH 8, 2019

What I am saying is that when you make promises that you can’t keep, you’ll end up driving your customers into the arms of your competitors when you fail to deliver on your promises. I run a consulting shop that employs one person: me. Embrace Your Size. I use that to my advantage, and you should too. Use that to your advantage.

Consulting 110

Consulting Customers Customer Service Course 110

ProProfs Chat

APRIL 5, 2019

No wonder we come across so many articles online that speak of various strategies that organizations can implement to improve their customer service. But are these articles sufficient enough to revamp the existing strategies? Q1: Customer delight – A lot of businesses have finally made this concept their primary focus.

Strategy 93

Strategy Chatbots Self Service Customer Centricity 93

Call Experts

JANUARY 29, 2020

Our dashboards provide the data you need to guarantee a seamless customer service strategy. Speak to our qualified business consultants today to get started with your customized, affordable package. Dashboards are intuitive, interactive, and easy to digest, especially when compared to the traditional spreadsheet.

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

ShepHyken

NOVEMBER 6, 2018

“We used to set what the service levels were going to be. About : Christa Heibel is the founder of CH Consulting Group , a firm that helps organizations execute and implement contact center and customer experience strategies. Now the consumer sets the expectations across every channel.” – Christa Heibel.

Omni-Channel 113

Omni-Channel Contact Center Touchpoint Leadership 113

Magellan Solutions

SEPTEMBER 24, 2020

Just make sure to choose a reliable service provider. Ineffective customer service strategy. Is your customer service strategy not working despite your efforts to improve it? It could be about mismanagement, outdated strategies, mediocre talents, or inefficient processes. TALK TO US!

Call Center 40

Call Center Effort Score Competitive Advantage Customer Service Strategies 40

NobelBiz

APRIL 3, 2023

As businesses strive to provide exceptional customer experiences, call centers have become an increasingly important part of the customer service strategy. Contact centers are responsible for handling customer inquiries and complaints while providing solutions. Why is Call Center Quality Management Important?

Call Center 52

Call Center Customer Satisfaction Contact Center Management 52

Second to None

FEBRUARY 12, 2018

Crafting a leading customer service strategy can serve as a differentiator for brands in any industry, because it is this kind of value that truly sticks out to customers in this age of indulgence. The post Narrow The Distance Between Your Brand And Your Customers appeared first on Second To None.

Brands 59

Brands Leadership Voice of Customer Survey 59

ShepHyken

JANUARY 26, 2018

Practicing real-world customer interactions in this way makes sure that great listening skills will “stick,” be used – and elevate the quality of the customer experience your company delivers. Evan Hackel, the creator of Ingaged Leadership, is an expert consultant in the areas of training, leadership, and franchising.

Training 83

Training Leadership Consulting Exceptional Customer Service 83

Second to None

MARCH 30, 2018

In fact, 86 percent of business leaders say customer experience is foundational to their success. Here are three fundamental tools for building a superior customer-service strategy. The post Perfect These Three Things To Curate A Great Customer Experience appeared first on Second To None. Think beyond marketing.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

CSM Magazine

JANUARY 27, 2021

According to a McKinsey study, 70% of buying experiences are based on how the customer feels they are being treated. The current situation has highlighted the need for a robust and deliverable customer service strategy.

Customer Satisfaction 52

Customer Satisfaction e-support Retail Policies 52

Natalie Petouhof

JANUARY 5, 2016

This acquisition will expand Capgemini’s Digital Strategy Group growth by augmenting Capgemini’s capabilities in providing digital transformation services around the Salesforce solutions and platform across Europe and Asia. DrNatalie VP and Principal Analyst, Constellation Research.

Strategy 40

Strategy System Leadership CRM 40

Comm100

SEPTEMBER 22, 2016

With all of the technological developments in recent years, it’s important to be able to leverage them in order to stay current with your customer service operations. Goodman shows you how to develop and implement a good customer service strategy with the cutting-edge tools at your disposal. Author John R.

Customer Service 100

Customer Service Case Study Gamification Culture 100

Second to None

MARCH 9, 2018

You can spot patterns in customer behavior that could be invaluable in informing your strategy. Insights based on that data let you make data-led decisions on everything from product development to customer-service strategy. In summary, social media customer service isn’t an optional extra anymore.

Social Media 69

Social Media Chatbots Customer Service Brands 69

Comm100

JUNE 5, 2018

With the customer profile readily available, the customer won’t have to repeat information since their history with the issue can be traced. For complex queries, AI systems can route or transfer calls to the relevant agents who can quickly solve the problem without consulting with other agents.

Contact Center 121

Contact Center Call Center Self Service Chatbots 121

CSM Magazine

AUGUST 30, 2018

Recognized as “one of seven useful Twitter people for retailers to follow” by Mystery Shopping Experts of the UK, Customer Service Speaker, Author and Consultant Errol Allen utilizes his 25+ years of practical hands on experience to assist organizations in developing customer service strategies for maximum customer retention.

Exercises 40

Exercises Customer Retention Retail Customer Service Strategies 40

Second to None

FEBRUARY 8, 2019

So, what are the benefits of implementing social media into your customer service strategy? It decreases customer effort. Customer effort is a leading factor in determining an individual’s overall sentiment towards a brand. Customer service is best when your methods cater to your customer.

Social Media 67

Social Media Customer Service Strategies Strategy Customer Service 67

ShepHyken

SEPTEMBER 2, 2016

John Smart is a development consultant, running his own consultancy. He has held senior management positions gained in Consultancy, SMEs and FTSE 100 companies, within a diverse array of industries. He is the author of PROUD – Achieving Customer Service Excellence.

Leadership 69

Leadership Customer Service Consulting Communication 69