CSM Magazine

AUGUST 4, 2021

This and other global sporting events, such as Wimbledon and the recent European Championships have brought into sharp focus the need for media brands to evaluate their digital experiences. The Olympics is every four years, but there’s no reason why these and other learnings can’t be successfully applied to any major sporting event.

Brands 52

Brands Entertainment Sports Multi-Channel 52

Lumoa

FEBRUARY 6, 2018

You have more Voice of Customer data at your fingertips than you could possibly imagine—and it comes in the form of recorded phone conversations between your frontline staff and your customers. Marketing, Customer service.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Helen Dewdney

NOVEMBER 6, 2020

Companies would do well to heed customers’ voices when they say they won’t return to a company due to poor service or their ethics. Victoria Sully from LyliaRose recognises that she made little impact on New Look when she boycotted them for a year for their poor customer service after querying a voucher code.

Sports 75

Sports Poor Customer Service Consumers Social Media 75

Lumoa

OCTOBER 31, 2018

Organizations will want quantitative justification of their investment in great customer service. Organizations will continue to look for more effective ways of gaining real-time customer intelligence rather than rear-view-mirror methods like surveys. Marketing, Customer service.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

MAY 31, 2015

Think about all the places in the company where the various components of customer experience are managed: sales teams, market research, customer references, loyalty, analytics, billing, customer service, website, marcom, and so forth. Improve Customer Experience by Eliminating Customer-Focus Boundaries.

Customer Experience Management 48

Customer Experience Management Customer Experience Management Effort Score 48

ClearAction

OCTOBER 1, 2018

customers, channel partners, alliances). Deploying the whole CXM system at a basic level within a year is similar to what you’d do in establishing a new sports team. Each of these starting points emphasizes customer-facing roles, reacting to and seeking to shape customers’ actions.

Customer Experience 63

Customer Experience Effort Score ROI Study 63