CSM Magazine

JUNE 7, 2023

For example, you may have to explain any additional fees that customers might encounter. You should avoid making misleading claims or promises, which may lead to losing customers. Focus on articulating the value proposition of your products or services, outlining the benefits that customers can expect.

Tips 52

Tips Social Media Policies Case Study 52

Centercode

JUNE 18, 2019

By encouraging all of your employees to lean into this way of thinking – turning feedback into action – you strengthen your customer-focused goals from the inside out. Bringing Customers Into Product Development. Download the Free Feedback Playbook White Paper.

Feedback 56

Feedback Customer Centricity Social Media Customers 56

ShepHyken

NOVEMBER 16, 2016

If it was good, it might prompt a customer to pick up the phone or email an inquiry. But, today a good website is about offering up new content, sometimes daily (or even more often), in the form of articles, white papers, videos and even games. Customers can post comments and interact. Follow on Twitter: @Hyken.

Marketing 48

Marketing Customer Experience Advertising Customer Service Training 48

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Analytical Leaders Infuse Data Science Principles, Machine Learning Capabilities throughout their Customer Program.

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

Download the free 22-page white paper by clicking the image. Analytical Leaders focus their analytics to improve customer loyalty while Analytical Laggards focus their efforts primarily to reduce enterprise costs. Analytical Leaders Infuse Data Science Principles, Machine Learning Capabilities throughout their Customer Program.

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Tricia Morris

OCTOBER 22, 2015

Notes analyst Esteban Kolsky in a recent white paper , sales benefits from employee self-service knowledge by being able to provide prospects with immediate information, whether that’s the latest sales or marketing promotion, new product information, or for existing customers, the status of a service request or upgrade.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

Beyond Philosophy

DECEMBER 5, 2017

. • Commitment to the customers – Commitment to understanding customer needs, and to performing in a manner which provides customers with optimal experiences and relationships, as well as delivering the highest level of product and/or service value. We’ve seen employee surveys where there are no customer-related value elements.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ClearAction

FEBRUARY 7, 2016

Customer Experience Strategy : Exploring Success Factors. Customer-Focused Marketing. Building a Customer-Centric Culture. The Impact of Customer Experience Interaction. Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management.

Customer Experience 48

Customer Experience Customer Centricity Employee Engagement Social Media 48

Daniel Group

AUGUST 15, 2014

Being able to answer this question helps separate great customer focused companies from good ones, and can lead to breakthrough innovations. when your customers tell you what they need. The Daniel Group may produce a complimentary white paper given sufficient interest. 3. …and what do they actually want?

B2B 55

B2B Customer Experience Management Customer Experience Management 55

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Laura Reigel, Senior Customer Marketing Manager at PayScale and a Delighted customer. There are likely issues that come up within the feedback that can and should be quickly resolved, such as big fixes or confusion that can be cleared by sharing content with the customer.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

LiveChat

NOVEMBER 16, 2018

From becoming “friends” with customers via social media to getting inside their pockets via smartphone apps to offering customer support 24 x 7 x 365, businesses have pulled no stops at pleasing the customer in the race for market domination. is definitely the blog post. What do your blog posts do?

Poor Customer Service 45

Poor Customer Service Call Center Customer Service Representative Customer Care 45

ShepHyken

JUNE 29, 2020

CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

Hero Digital

OCTOBER 5, 2019

That doesn’t mean email is a substitute for direct interviews, but individual emails can offer valuable information and open a direct communication line with your customers. Identify the key problems your products solve for—and dig deep into your customer research to make sure you’re covering all of your bases. Focus Groups.

B2B 40

B2B Touchpoint Multi-Channel Strategy 40

ShepHyken

MARCH 31, 2018

It’s not about asking for business, it’s about delivering value and contributing to the overall customer experience. For information on The Customer Focus customer service training programs, go t o www.thecustomerfocus.com. Shep Hyken , CSP, CPAE is the Chief Amazement Officer at Shepard Presentations.

Social Media 87

Social Media Self Service Customer Service Marketing 87

Kustomer

SEPTEMBER 5, 2018

Read Our White Paper on the DTC Experience HERE. As digital advancements make it even easier to cut out middlemen and deliver totally new kinds of experiences, customers have come to demand DTC brands provide them with the same kind of convenient, personalized and memorable experiences they get from traditional stores.

Brands 60

Brands Customer Centricity CRM Consumers 60

Tricia Morris

SEPTEMBER 4, 2015

According to PayScale.com , the average hourly pay for a customer service representative in the United States is $12.91. In a recent white paper , ThinkJar Founder and Principal Esteban Kolsky, agreed that this is a commonly heard frustration. Small Change Can Make a Difference.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Beyond Philosophy

NOVEMBER 28, 2016

From my perspective, at least, experiences that drive customers’ emotional brand trust and bonding can be both shaped and sustained. That’s largely a function of organizational culture, customer-focused processes – – and the direct and indirect contribution of employees through ambassadorship behavior.

Engagement 60

Engagement Customer Experience Employee Engagement Consulting 60

Beyond Philosophy

SEPTEMBER 13, 2016

It’s about hiring the most customer sensitive, proactive staff, training them to be customer focused, and making customer processes as friendly as possible. As noted above, stakeholders can subconsciously and emotionally sense when companies and are being honest and authentic, and when they’re not.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Esteban Kolsky

MARCH 13, 2018

A : I have to make an assumption: stakeholder in this question means internal stakeholder only (customers and consumers are eternal stakeholders as well in a customer-centric world – their needs become the marching orders for the organizational strategy). Or – send them to talk to me.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107