CSM Magazine

AUGUST 10, 2017

We help organisations in media, retail, CPG and beyond to build vibrant customer insight communities. A great example is Bauer Media Group, which manages a global portfolio of more than 600 magazines including Heat and Empire, over 400 digital products and 50 radio and TV stations including Kiss and Magic. Possibly not.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

CSM Magazine

FEBRUARY 6, 2019

With the consumer journey now favouring omnichannel touchpoints, strategies must act on key metrics whilst still lowering the cost of every interaction. Enter call tracking – which bridges the gap between sales calls and advertising spend. But how can you track an individual customer’s lifetime journey to prove their value?

Customer Service 51

Customer Service Omni-Channel eBook Social Media 51

CSM Magazine

AUGUST 31, 2018

A good customer journey map should be easily understood and applied to generate customer experience improvements. A natural collection of Customer Journeys over the life of the customer relationship. The Customer Journey. Other common terms include service events, service episodes, and customer interactions.

Customer Journeys 69

Customer Journeys Net Promoter Score How To Culture 69

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). Providing Agent Feedback.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BlueOcean

OCTOBER 4, 2021

Once upon a time, we could count the number of subscriptions we had on one hand (the newspaper, a magazine or two, and that trusty gym membership). These days, we’ve lost count (Netflix, Amazon Prime, Spotify, Stitch Fix, Costco, Blue Apron, Hulu, BarkBox, plus the usual magazines, gym memberships, and more). Providing Agent Feedback.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

CSM Magazine

JUNE 12, 2015

80% of customer service organizations use the CSAT score, and those who see results remain aware of certain realities: Any customer service performance data is bound to be altered in some ways by the non-response bias – most people with lukewarm responses won’t take the time to rate their satisfaction.

Lifetime Customer 40

Lifetime Customer Measurement Customer Service Effort Score 40