CSM Magazine

MARCH 15, 2019

Do you want a job or a career in customer service? If so, there is no escaping the fact you will have to take part in an interview. Before you apply, you may want to check out some great personal branding from Arielle Executive. Then you need to start looking into the most commonly asked questions and prepare some answers. To help give you a head start, below are some of the most popular questions you will be asked if you want to start a career in this area.

Customer Service Representative 40

Customer Service Representative Customer Service Insurance Government 40

ReviewTrackers

MARCH 15, 2019

Customer experience is growing steadily as a top priority in the banking industry. Computer Services surveyed more than 160 bank executives in 2017 and 55 percent of that group said they planned to put more money into “customer experience initiatives.” A major factor in this shift to customer experience is because of the potential for more revenue.

Banking 87

Banking Customer Experience How To Effort Score 87

ProProfs Chat

MARCH 15, 2019

Customers 91

Customers 91

InMoment XI

MARCH 15, 2019

Is your brand being properly represented at the front line? How do you know? Hear the answers to these questions and more! Join MaritzCX’s mystery shopping experts, Dan Hugge and Doug Smith, in this webinar as they explain how to design and execute a mystery shopping program that drives true value to your organization. They’ll convey. View Article.

Brands 200

Brands How To 200

Speaker: Loreal Lynch, Everett Zufelt, and Michaela Weber

Once upon a time, in the vast realm of online commerce, there lived a humble checkout button overlooked by many. Yet, within its humble click lay the power to transform a mere visitor into a loyal customer. 🧐 💡 Getting checkout right can mark the difference between a successful sale and an abandoned cart, yet many businesses fail to make payments a part of their commerce strategy even when it has a direct impact on revenue.

Data

GetFeedback

MARCH 15, 2019

At GetFeedback, we know email is a powerful survey distribution channel. In fact, 72% of people prefer to receive promotional content to their inbox over any other channel. But we also know that when it comes to email solutions, each company has a different approach and one size doesn’t fit all. For this reason, we make it easy to build beautiful and engaging surveys that can be emailed in a way that makes sense for your business.

Survey 150

Survey Analytics Feedback Data 150

IntouchInsight

MARCH 15, 2019

This blog covers 8 trade show tricks for improving attendee engagement, and turning attendees into qualified leads.

Engagement 172

Engagement 172

SuiteCX

MARCH 15, 2019

2018 was an excellent year for SuiteCX. SuiteCX has put another strong year of growth and profitability under its belt. 2018 was its best year ever with increased profit, higher demand and recognition in analyst reports. SuiteCX was identified in Forrester’s Wave. SuiteCX was also identified as a Leader in the Aragon Research Tech Spectrum for Customer Journey Mapping, 2019.

Customer Journeys 100

Customer Journeys CEM Tools Automotive 100

Beyond Philosophy

MARCH 15, 2019

Customers Are Irrational! Why? What Can We Do About It? Many times, when I talk about irrationality in customer behavior, people in the business-to-business (B2B) arena tune out. However, this is a mistake. All customers are irrational, whether they are making business decisions or consumer ones. This episode of The Intuitive Customer explores customer irrationality.

CRM 112

CRM Travel B2B Consulting 112

Talkdesk

MARCH 15, 2019

Looking back a decade or so ago, I was a customer service manager at a small SaaS (software as a service) company feeling my way through the contact center. For various reasons we signed on with an outsourcer to help grow our team and that’s where some significant growth for both me individually and the company I worked for began to take place. Our customer support operation began to mature and that was due in large part to partnering with a company that had vast amounts of experience in the con

Customer Experience 86

Customer Experience Contact Center Software Customers 86

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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.

Customers

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. – Shep Hyken. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 73

Customer Service Management Retail e-support 73

delighted

MARCH 15, 2019

First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

North Highland

MARCH 15, 2019

Since launching in 2012, Lyft has aggressively expanded its foothold in the mobility space. The company delivered its billionth ride in September 2018, spurring its reputation as a ridesharing VIP and household name. Propelling Lyft’s massive growth is an efficient and user-friendly hiring and onboarding process, taking place entirely online. Requirements are slim and easily reachable; in fact, a driver can be earning money in an average of 20 days.

Transportation 69

Transportation Fashion Technology Innovation 69

ProProfs Chat

MARCH 15, 2019

It’s been more than a year that you started your business. It’s doing well so far, but now you feel that it’s time to go online. You know that reaching your audience is important and taking your business online can help you do so in lesser time and investment. Thinking of it like that, you finally build your website. But even after a month or so, you do not see much traffic on it.

Software 65

Software How To CRM Automotive 65

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Communication

kommunicate

MARCH 15, 2019

Customer relationships play an important role in growth of the any business. The digital transformation has completely changed the way businesses operates and communicate with customers. Now it’s easier than ever to get in front of your customers. But the sad part is most of the communication processes are automated and lacks the human touch.We [.].

Customer relationships 63

Customer relationships How To Communication Customers 63

ReviewTrackers

MARCH 15, 2019

Advertising on TripAdvisor. With a database of over 8.1 million accommodations, airlines, experiences, and restaurants, travel website TripAdvisor is a great platform for businesses looking to connect and engage with travel consumers and guests. If you are listed on TripAdvisor, you can take advantage of its suite of marketing tools by claiming your business page for free.

Advertising 56

Advertising Travel Airlines Hotels 56

Alliance by IFS

MARCH 15, 2019

Astea International and Baxter Planning Have Partnered to Introduce a Cohesive Approach to Field Service Management and Service Parts Planning. Ever get tired of hearing people say, ‘In my day, things were much simpler’ ? When you think about how drastically the field service industry has changed just in the last few years, that old adage rings true.

Software 50

Software Management Knowledge Base Wait Times 50

Oracle

MARCH 15, 2019

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer , Shep Hyken , Jeanne Bliss , Ian Golding , and Blake Morgan to spotlight modern customer experience excellence.

Customer Experience 49

Customer Experience Customer Centricity Banking Customer Experience Professionals 49

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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,

Tips

NetBase

MARCH 15, 2019

When it comes to social media, brands must go where their audience is – and for many, that’s Facebook. But knowing where to interact isn’t helpful if you aren’t actually engaging the consumers you’ve targeted. Here are seven ways to increase your Facebook reach using video. Why Video? When posting text and images is so much easier, why take the extra effort to create and share videos?

Video 49

Video Social Media Analytics Sports 49

TeamSupport

MARCH 15, 2019

As we add more technology to our lives to meet our business needs, the customer support software system has become increasingly essential. It’s now much more than just a ticketing system! It’s evolved into a vital supply of customer data and information. As you evaluate your own customer-centric systems and processes, here are 11 must have features to look for in a customer support software system…. 1) Customer Distress Measurement – Customer churn has become a serious problem for many companies

Software 45

Software System Self Service B2B 45

ChurnZero

MARCH 15, 2019

Churn Monster #10: Bad Fit Customer . This month we are going to take a look at a churn monster that we’ve all experienced but is different than all the rest, for one very specific reason, that we will get into. We’re talking about a bad fit customer. A bad fit customer is a customer who is unable to receive value from your product or service due to a mismatch of currents needs and offerings.

Customer Success 45

Customer Success Customers Sales B2B 45

Ecrion

MARCH 15, 2019

Seems like a simple enough question, right? What is Customer Experience Management – or CEM for short? The customer experience is paramount in any industry. If you don’t have customers, you don’t have a business. Again, simple. But what is customer experience management? A happy and engaged customer is one who will stay with your company longer, spend more, and help you gain new customers through word of mouth.

Customer Experience Management 40

Customer Experience Management CEM Customer Experience Management 40

Speaker: David Azoulay, Marc Stracuzza, Román Tejada, and Guest Speaker Sucharita Kodali

Imagine a retail landscape where every interaction is personalized, every decision informed, and every opportunity maximized 🤔✨ Join us for an exploratory journey into the heart of AI-driven retail innovation. We’ll unveil the transformative potential of AI and data analytics in shaping the future of omnichannel personalization and e-commerce.

Retail

Grade.us

MARCH 15, 2019

Recruiting your agency’s dream team is like walking a tightrope (See Building Your Agency’s Dream Team Part 1: Hiring ), but putting them to work and keeping them there is more like building a skyscraper. You’ve got to lay the right foundation, assemble your building blocks, and put them together in more or less the right order to make it all work. Because at this point, you’re not just building a team.

Management 33

Management Effort Score Culture Communication 33

ProProfs Chat

MARCH 15, 2019

The Net Promoter Score is an industry-wide standardized measure of customer loyalty. First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. The Net Promoter Score is a simple-to-use tool that evaluates customer loyalty by asking them a single question, “how likely are you to recommend our product/service to a friend or colleague?

Net Promoter Score 53

Net Promoter Score Loyalty Measurement Survey 53

Kustomer

MARCH 15, 2019

Last quarter we announced that our integration with Amazon Connect was going to revolutionize your contact center. Why? The powerful voice integration and personalized IVR trees let agents massively increase their efficiency, streamline service, and stay in a single screen while answering calls on Kustomer’s single timeline view. Now we’re excited to say that several of our friends, including Ring and Stella & Dot, are already using the integration to deliver next-level, omnichannel support

Connections 56

Connections Multi-Channel Omni-Channel Contact Center 56