CSM Magazine

NOVEMBER 28, 2023

Customer service in 2023 doesn’t just mean supporting a customer with a purchase, or helping them navigate a website, it’s about protecting them. To avoid this from happening, then, it’s important to take customer data seriously and protect it at all costs.

Training 52

Training Tools Data Customer Service 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service CRM Call Center System 52

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

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. Moreover, use positive phrasing when discussing potential solutions.

Customer Service 52

Customer Service Social Media Exceptional Customer Service Customer Service Representative 52

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. What came first, Coronavirus or poor customer service? At the beginning of the pandemic customers understood the difficulties organisations were facing. 3 ways to improve customer service using Artificial Intelligence.

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

How To 40

How To Customer Service Training Video Training 40

CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Customer Confidence 52

Customer Confidence Government Loyalty Communication 52

CSM Magazine

MAY 19, 2022

Carly Freeman, Head of Customer Services at Insite Energy , shares some key lessons learned while helping people at the sharp end of a crisis. When times are hard for customers, high quality support is an absolute imperative. When our customers reach out to us, we must ensure we’re there to help. Be available .

Self Service 52

Self Service Wait Times Training Customers 52

CSM Magazine

APRIL 27, 2017

Following a poor customer service experience with his bank, Shep Hyken discusses the importance of customer confidence. Once the customer service representative came on the call, Cindy briefly described the problem. What do you think happened when the new customer service rep came on? Shattered customer confidence.

Banking 63

Banking Customer Confidence Poor Customer Service Customer Service Representative 63

CSM Magazine

JULY 13, 2021

With online fraud on the increase, companies must take action to make sure they meet the updated version of the Payment Services Directive, PSD2, which will mandate Strong Customer Authentication (SCA), later this year. Over the last five years SCA has helped to reduce online fraud by making payments safer and more secure for customers.

Banking 52

Banking Financial Customer Confidence Customers 52

CSM Magazine

MARCH 3, 2022

Organisations with an online presence need to be sure they are ready for full Strong Customer Authentication (SCA) compliance for e-commerce transactions. From 14 March 2022 any merchant that fails to comply with the requirements could be subject to Financial Conduct Authority (FCA) fines and risk customer purchases being declined.

Ecommerce 59

Ecommerce Banking Customer Confidence Financial 59

CSM Magazine

SEPTEMBER 30, 2020

A satisfied customer is a happy customer and by understanding the benefits of six sigma you will be one step closer to improving the customer experience and achieving customer loyalty. Eventually, only a tiny proportion of customers will experience dissatisfaction. Boosts Customer Confidence.

Return on Investment 52

Return on Investment Innovation Customer Confidence Customer Satisfaction 52

CSM Magazine

MAY 19, 2021

Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back customers with a new-found confidence to spend, spend, spend. Providing customers with different ways to pay. Providing customers with different ways to pay. Here is a three-point checklist to prepare for success.

Multi-Channel 59

Multi-Channel Banking Retail Ecommerce 59

CSM Magazine

JULY 14, 2020

Rob Crutchington shows how to drive compliance and build customer confidence using Agent Assisted Payments. Contact centres should take charge now, reassuring customers that it’s safe to make card payments by getting back to basics and embracing the functionality of secure Agent Assisted Payment solutions.

Omni-Channel 52

Omni-Channel Customer Confidence Innovation CRM 52

Middlesex Consulting

DECEMBER 27, 2015

Generally engineering companies have large groups of technical specialists who are good at delivering ‘answers’ to customer problems or commercial people who are good at looking after the needs of the customer and building relationships. 5 Recognise and reward success. 5 Recognise and reward success.

Culture 60

Culture Training Brands Strategy 60

CSM Magazine

JULY 13, 2022

There are numerous ways that customers engage with your business. Each one is a chance for you to nurture their interactions towards a sale, referred to as customer touchpoints. Optimizing your customer touchpoints can lead to stronger brand loyalty, more revenue, and improved sales. Customer Touch Points Examples.

Touchpoint 69

Touchpoint Customer Journeys Self Service Chatbots 69

CSM Magazine

OCTOBER 6, 2020

Adopting Artificial Intelligence is just the first step, the second is unlocking the true potential of AI to boost customer confidence with a focus on data. Follow this 3 step formula to ensure the right data and customer service offering to boost customer confidence: 1. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Self Service Customer Confidence 52

Myra Golden

JULY 29, 2016

. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Customer Service 53

Customer Service Training Course Customer Service Training 53

Myra Golden

JULY 29, 2016

. We created our customer experience eLearning portal to fully prepare frontline employees to deliver friendly, empathic and personable interactions over the phone, email and chat. How to Talk to Customers: Human relations skills to help your employees deliver a delightful customer experience. Call centers.

Customer Service 40

Customer Service Training Customer Service Training Course 40

CSM Magazine

JUNE 11, 2020

As fears over coronavirus fuel a sudden spike in contactless transactions, Rob Crutchington explores the vital role of IVR to deliver fast, secure card payments that boost agent performance and customer confidence. Customers expect a speedy check-out service without their card details falling into the wrong hands.

Omni-Channel 52

Omni-Channel Self Service CRM Customer Confidence 52