CSM Magazine

MAY 9, 2024

Recognizing and supporting vulnerable customers is not just a regulatory necessity—it’s a moral imperative. Sometimes, customers keep their struggles to themselves. That’s why it’s up to service professionals to stay sharp and spot the subtle signs that someone needs a hand.

Engagement 52

Engagement Exercises Customer Confidence Training 52

ShepHyken

SEPTEMBER 5, 2023

I was asked the same question three times in the last week: “What is the biggest opportunity in customer service?” If a customer has a problem, issue or question, the speed in which you move them from concerned or upset to happy could be the difference between the customer coming back or not.

Customer Service 83

Customer Service Customer Service Training Customers Interaction 83

ShepHyken

SEPTEMBER 26, 2023

Someone asked me a question: Sometimes I’m so frustrated when I call a company’s customer service number. And if you really think you are 100% right and the customer support agent is wrong, consider ending the call and calling back to speak with a different agent who may respond differently. So that’s my advice for the customer.

Customer Service 135

Customer Service Social Media Customer Service Training Training 135

ShepHyken

JUNE 28, 2017

This was their Customer Experience Summit, and the theme for the meeting was “Think Small: Big Differences Come from SMALL Details.”. Jason Bradshaw, the Director of Customer Experience, shared his vision about Volkswagen Australia being recognized and known for their amazing customer service. All the time.

Customer Service Training 98

Customer Service Training Meeting Customer Service Interaction 98

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. Reviews Help Customers Find You.

Customer Engagement 81

Customer Engagement Engagement Hotels Advertising 81

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. My Comment: Data and personalization ate HOT topics in marketing and customer experience. Some are exciting.

Net Promoter Score 81

Net Promoter Score Customer Service Self Service NPS 81

Team Support

APRIL 3, 2020

Here are 3 secrets to building a great B2B customer support team. It’s all about your customer onboarding experience. There’s a similar dynamic between customer onboarding and customer support. This concept applies not only to customers, but also to agent morale and company culture.

B2B 64

B2B Competitive Advantage Customer Confidence Customers 64