CSM Magazine

OCTOBER 28, 2021

Reuters Events are excited to announce the next free customer service & experience webinar: ‘Becoming a CX Visionary: How Leaders Build a Customer-Centric Culture’ featuring senior leaders from CVS Health, Comcast, Nissan NA & Bloomfire! Register now to join live or pre-order the recording!

Customer Centricity 52

Customer Centricity Culture Ecommerce Government 52

ShepHyken

JUNE 28, 2021

Can Disney’s Customer Service Model Work in Government? Governing) In the public sector, customer service can easily devolve to “our way or the highway.” The head of the Arlington, Texas, planning department is transforming its service culture into a place where your “dream comes true.”.

Customer Service 143

Customer Service Government Customer Service Training Loyalty 143

ShepHyken

AUGUST 21, 2020

It will require continuous onboarding and ongoing training, as well as good communication of the vision with customers, partners and employees, so that people align, collaborate and evolve together. Revise culture starting with the C-Suite. Nothing is static, thankfully. Now You Are Ready to Respond to Change and Challenges.

Customer Experience 248

Customer Experience How To Culture Groups 248

ShepHyken

APRIL 27, 2020

Each week I read a number of customer service and customer experience articles from various resources. Shake Shack to return $10 million government loan intended for small businesses by Allyson Chiu. “Giving back” is part of the customer experience. It’s baked into an organization’s culture.

Customer Service 83

Customer Service Government Hospitality Trends 83

Bold360

MARCH 5, 2020

His blueprints include: How great CX rests on a solid foundation of vision and culture. Culture is the cornerstone of the CX Cathedral. An articulated, internalized culture is the most foundational piece of a broader customer service strategy.” — Michael Pace. This provides better governance and less risk.

Culture 59

Culture Employee Experience Insurance Government 59

ShepHyken

AUGUST 26, 2016

A management team that leads from the top down, putting the customer first and having little consideration for their front line has sadly misaligned priorities. Companies that place importance on employee’s feelings will create staff that are happy and take more ownership in customers’ feelings as well. Micha Mikailian.

Customer Service 0

Customer Service Policies Communication Training 0

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Flavio is the VP of Operations and Customer Support at DigiCert, Inc., DigiCert is trusted by thousands of government, education, and Fortune 500 organizations. Jeff helps clients develop customer-focused cultures.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147