CSM Magazine

MAY 24, 2021

For a brand that truly wants to craft a seamless online experience, every step of the customer journey matters. Having a clear layout and a one-step checkout process makes it easier for users to navigate and ultimately convert into sales. But that should only be the first step of design’s involvement with your website.

Social Media 52

Social Media e-support ROI Brands 52

CSM Magazine

JANUARY 17, 2022

And because it is generally safe to transact online these days, people are more willing to engage in online activities such as shopping and playing in casinos. An Improved online experience for customers is a trend that is foreseen to continue!

Industry 52

Industry Entertainment Sports Trends 52

CSM Magazine

MARCH 4, 2022

If customers are unhappy with their online experience, they will likely tell others about it. A year ago, only 15% of parents accessed a school website via a mobile, but today, between 40 and 75% access it on a mobile device. That means a school’s website should be fast, user-friendly and easy to navigate. Be professional.

Tips 52

Tips Customer Service Handbook Customer Service Training 52

Tricia Morris

NOVEMBER 13, 2015

According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. What do holiday customers wish for most in their experience? Son of a nutcracker….

Self Service 40

Self Service Customer Service e-support Retail 40

CSM Magazine

FEBRUARY 9, 2018

Consider relaxing the constraints on your employees so they can focus on creating an experience that creates a positive customer outcome rather than simply following a list of rules. Define customer experience by channel. Customer experiences will vary by the channel that customers use to interact with your company.

Customer Experience 40

Customer Experience Tips Measurement Feedback 40

Answer Dash

SEPTEMBER 3, 2018

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. The Online Experience Today If you want to make a conversion or create a loyal customer on an eCommerce site today, you have to give your audience an exceptional customer experience.

Self Service 79

Self Service Ecommerce Knowledge Base Customer Service Representative 79

Eptica

JULY 8, 2020

Only one bank answered a question on email, yet eight were able to answer the same question when asked on Twitter, demonstrating a lack of knowledge sharing across each business. These insights demonstrate that brands need a consistent information strategy, with one centralised knowledge base shared between all customer channels.

Customer Experience 111

Customer Experience Knowledge Base How To Self Service 111

Seaton CX

SEPTEMBER 27, 2023

Hyper-aware of their own customer complaints, each department deployed web-based portals to make customers’ lives easier. A knowledge base with technical references and release notes. An online community where customers could suggest new features to product managers. There was a product login portal.

Customer Journeys 52

Customer Journeys Touchpoint Customer Centricity Contact Center 52

Eptica

SEPTEMBER 10, 2015

Based on this analysis McKinsey sees four reasons for slow take up of digital service: 1. Poor online experience Customers have high, continually rising, expectations. Failure to persuade people online McKinsey found that less than 20% of companies had a strategy to persuade customers to use digital customer service channels.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

CSM Magazine

JULY 5, 2022

Think of your business site as a virtual gate to your brand – you have to offer your customers a seamless online experience throughout their entire journey, from the moment they click on your site to the moment they finish their purchase or perform the desired action.

Strategy 59

Strategy Social Media Brands Advertising 59