CSM Magazine

MAY 30, 2022

Apple is well known for their outstanding customer service. In this article, we will take a look at some keys ways that Apple provides excellent customer care. From providing knowledgeable support staff to allowing customers to easily contact them, Apple goes above and beyond to ensure their customers are happy.

Customer Service 52

Customer Service Policies Training Exercises 52

ShepHyken

JANUARY 28, 2024

What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience. Connect with Shep on LinkedIn.

Customer Service 66

Customer Service Customer Journeys Trends Study 66

BlueOcean

DECEMBER 13, 2022

Returning to the example of Nordstrom’s Nordy Club, rewards include free alterations, lifestyle workshops, style events, and more—great examples of how a brand is going deeper to offer more than just points-based discounts. People are craving experiences or services through programs that actually make a difference.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Of course, we would love all reviews to be positive. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. My Comment: Almost any business can benefit from reviews.

Customer Service 62

Customer Service Contact Center Loyalty Tips 62

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

Lithium

JUNE 11, 2019

We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". By attending a Lithium CX Live event, you'll: Hear Lithium's vision for the future of service, customer care, and digital marketing. October 3-4 @ Omni Downtown Austin. San Francisco.

Roadmap 40

Roadmap Course Leadership Customer Care 40

Lithium

JUNE 11, 2019

We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". By attending a Lithium CX Live event, you'll: Hear Lithium's vision for the future of service, customer care, and digital marketing. October 3-4 @ Omni Downtown Austin. San Francisco.

Roadmap 40

Roadmap Course Leadership Customer Care 40

Lithium

JUNE 11, 2019

We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". By attending a Lithium CX Live event, you'll: Hear Lithium's vision for the future of service, customer care, and digital marketing. October 3-4 @ Omni Downtown Austin. San Francisco.

Roadmap 40

Roadmap Course Leadership Customer Care 40

Myra Golden

DECEMBER 9, 2019

Customer Care. For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Watch this short video to learn more about our customer service eLearning. Open with a lead-in.

Customer Experience 52

Customer Experience Call Center Video Training 52

Lithium

SEPTEMBER 27, 2018

We're launching our new global customer roadshow to keep our best customers in the know on all the big things happening —"Lithium CX Live". By attending a Lithium CX Live event, you'll: Hear Lithium's vision for the future of service, customer care, and digital marketing. October 3-4 @ Omni Downtown Austin. San Francisco.

Roadmap 40

Roadmap Course Leadership Customer Care 40

Beyond Philosophy

JULY 17, 2017

If customers just had a gadget that could do more or electronic kiosks they could play with in the store, or a virtual reality app – well, then the customer experience would be great. At Sprint, they tied their employee compensation system to reducing churn and the number of calls people made to customer care.

Technology 133

Technology Touchpoint Case Study Consulting 133

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free. This eLearning is super easy!

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. This eLearning is super easy! Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Experience Investigators by 360Connext

MAY 20, 2015

Keynotes, Coaching and Executive Workshops. Kicking off the year or the quarter or the sales meeting with a workshop on how to better focus on customers is a great way to move the needle quickly. The best leaders are part of the best teams. We understand how important those consistent online gatherings become.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Retently

APRIL 5, 2024

A well-designed store environment not only reflects the brand’s identity but also makes shopping a pleasure, encouraging customers to linger, explore, and, of course, purchase. Personal interaction takes a front seat, with knowledgeable and friendly staff capable of providing immediate assistance and enhancing customer satisfaction.

Retail 78

Retail Engagement Strategy Customer Experience 78

ShepHyken

AUGUST 12, 2016

Royal Raspberry, of course.”. In customer service, “Yes, and…” has a powerful relevance, found in such principles as never telling a customer “no” or pivoting a conversation to what you can do. Too many reps start off by negating what a customer has said. You shouldn’t say, “That makes no sense.”

Customer Service 48

Customer Service Course Customers Interaction 48

NetBase

JULY 3, 2019

Creating customer care experiences that speak to unmet needs and create personal connections with consumers. This is a perfect niche to have on your side, particularly if your brand has a PR issue and wants to be viewed as more caring. Monitoring trends to latch on to relevant happenings that can skyrocket brand awareness.

Analytics 49

Analytics Brands Trends Ecommerce 49

Ian Williams

AUGUST 12, 2015

I have rejected my workshop, and in the process of a chargeback claim with my credit card company. Still waiting for them to pick the pile of sticks that is supposed to be a workshop up. A summary of her experiences is as follows: “I called twice, emailed 3 times, and sent a recorded letter to Ross Moran (signed for on 24 July).

Social Media 40

Social Media Customer Service Feedback Customer Experience 40

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Jeremy Watkin. Leslie O’Flahavan.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He also led the creation and updating of many of Forrester’s customer experience evaluation methodologies and training workshops. Dan doesn’t just talk about customer experience; his fast-paced, energetic presentation style creates an experience for the audience that they’ll surely remember. Jeremy Watkin. Leslie O’Flahavan.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Myra Golden

NOVEMBER 20, 2019

30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. The particular course that was pivotal to these calls was your “How to De-escalate” section.” You will not be sorry.”.

Training 61

Training Course Social Media Video 61

Myra Golden

MARCH 18, 2020

I’ve neatly packaged my 3R De-escalation Method in a short 30-minute online course. 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions. You will not be sorry.”.

e-support 52

e-support Course Social Media Call Center 52

Michel Falcon Experience

JANUARY 3, 2020

Invest in customer experience strategy just like we do in branding initiatives like marketing and PR. Continuously provide superior customer service skills education/workshops to ALL employees. In thinking about the year to come, I’ve identified three customer service skills that I believe your employees can learn from.

Customer Service 99

Customer Service Strategy Culture Call Center 99

CCO Council

OCTOBER 2, 2019

Strong customer advocacy also requires a strong and steady hand in orchestrating the customer care function across channels and lines of business, as well as an aggressive process for issue escalation and resolution. Another capability is the Roadmap & Strategy function.

Effort Score 40

Effort Score Chief Customer Officer Metrics Roadmap 40

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Empathy: A short experiential course designed to inspire a true culture of empathy. How to Deliver a Wow Customer Experience: 20 Ideas to Help You WOW customers. Course Descriptions.

Customer Service 53

Customer Service Training Course Customer Service Training 53

delighted

SEPTEMBER 20, 2019

Flash forward to today’s tech-driven self-service economy and 70% of customers expect to be able to “help themselves” on a company’s website or application. Even if they have a problem with a product, 50% expect to find troubleshooting help online instead of contacting customer care. Of course not.

Self Service 45

Self Service Customer Experience Customer Service Net Promoter Score 45

BirdEye

JULY 31, 2023

They are quick to change course when needed. After all, most of your time goes toward customer care and product development. Attend industry events Participate in conferences, workshops, or networking events related to your industry or social media marketing.

Social Media 52

Social Media Brands Multi-Channel Video 52

Myra Golden

JULY 29, 2016

How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Empathy: A short experiential course designed to inspire a true culture of empathy. Ten (10) online video courses for employees to follow on their own. Training led by customer service expert, Myra Golden.

Customer Service 40

Customer Service Training Customer Service Training Course 40

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Take a course in organizational change management.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

CCO Council

SEPTEMBER 13, 2019

It makes sense that customer onboarding should be #1, especially for a SaaS or other product/service company with a complex process for adoption and value realization. Streamlining interactions so customers aren’t calling repeatedly or multiple people aren’t unnecessarily involved makes absolute sense.

Chief Customer Officer 40

Chief Customer Officer Omni-Channel B2B Customers 40

ClearAction

JANUARY 20, 2020

Customer experience is customers’ realities compared to their expectations. 2) Update Your Customer Experience Management Definition. Customer experience management (CXM) was developed in recent decades to increase customer lifetime value. Take a course in organizational change management.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90