CSM Magazine

NOVEMBER 30, 2023

With real-time connected mobile app and back-office system, BigChange helped Burry improve both office and field efficiency, reduce paperwork, and improve customer service with better reporting and faster invoicing. Burry Sealants is a family run business, established in 2011 and based in Devizes in Wiltshire.

2011 52

2011 2018 2013 Customer Relationship Management 52

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Communicate over and over about what is guiding this team. Define and redefine and encourage lots of communication between these key roles. It’s ok to experiment.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Customer Bliss

APRIL 20, 2018

Edwin shares how reading the newspaper and summarizing the stories for his father at a young age got him interested in the news and in a career in journalism and communications. Through a connection of his wife’s, Edwin was hired by someone who was looking for their first CXO and was recruited into Miles and Stockbridge P.C.

Competitive Advantage 148

Competitive Advantage Chief Customer Officer 2011 Culture 148

ShepHyken

SEPTEMBER 10, 2021

Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ). Expectation: Customers expect connected journeys with consistent interactions. It helps communicate to them that they matter. Use cross-channel marketing to deliver connected brand experiences.? .

Customer Experience 98

Customer Experience Advertising Customer Expectations 2011 98

Experience Investigators by 360Connext

MARCH 30, 2021

If we don’t think about these micromoments as emotional connections, these are the types of things that can happen. In 2011, Tumblr began displaying messages like this one with their servers went down. So why not embrace the fact that we’re all in this together and you don’t have to ruin somebody’s day?

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-500 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 98

Customer Care Transportation Social Media Government 98

Russel Lolacher

JUNE 29, 2021

It was born as a way to recognize social media’s impact on global communication and to bring the world together to celebrate it. Everyone uses social media every day; it’s how we connect with people all over the world in a simple and fast way.” Those benefits?

Social Media 98

Social Media 2011 Travel 2010 98

Playvox

SEPTEMBER 1, 2021

The most important factor to consider when communicating with customers is to deliver personalized and contextual interactions. Businesses need to be proactive rather than reactive and provide customers better options to connect and engage via customer service channels. Generation Alpha is defined as those born since 2011.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

Magellan Solutions

MAY 3, 2022

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. AT&T is a telecommunications company specializing in phone and internet services, wireless and data communications, IP-based and satellite television, telecommunications equipment, and security services.

Call Center 81

Call Center Telecommunications Banking Financial 81

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. Research shows that 72% of consumers use multiple communication channels when completing a transaction, rising to 82% for business buyers.

Omnichannel 88

Omnichannel Customer Service Social Media Healthcare 88

CSM Magazine

AUGUST 12, 2020

The shift to conversational experiences at every stage of the customer lifecycle is undeniable, with 68 percent of consumers preferring to communicate with businesses via messaging. They can see which customer issues are taking up the most time, monitor the team’s workload and track their impact, and optimize day-to-day support efficiency.

2011 52

2011 Poor Customer Service 2018 Customer Journey 52

Comm100

FEBRUARY 1, 2023

Benefits of live chat in higher ed Higher education live chat use cases Best live chat for higher education Live chat for higher education is a tool that sits on websites that lets students communicate in real-time with support agents using a chat window similar to messaging apps. of blended learners and 90.4% of blended learners and 9.6%

2009 89

2009 Communication 2002 Connections 89

Russel Lolacher

DECEMBER 20, 2021

A lot goes into providing social customer care during an emergency event considered a “once-in-2000 year flood” As the team leading public engagement and digital communication for BC’s provincial transportation, it’s done with a process that prioritizes intentional effort, accessibility and empathy. Some Context.

Customer Care 59

Customer Care Transportation Social Media Government 59

Customer Bliss

APRIL 24, 2018

When Amanda took on her role as general manager of c ustomer & partner experience in 2011, it was important to her that she understood how she would fit in with the culture of the organization and with leaders. Forming these connections also allowed her to be an internal advocate for her global partners.

Chief Customer Officer 129

Chief Customer Officer Management 2011 Call Center 129

Bill Quiseng

MAY 8, 2017

He examines the evolution of how organizations connect with their customers and how smaller and midsized businesses are finding ways to compete for customers with larger players in their space through the 4 C’s of customer information. Just imagine—in four more years, some Americans would begin communicating via SMS text.

2006 98

2006 2009 2017 2011 98

CSM Magazine

JUNE 4, 2020

With intuitive screen sharing and robust communication tools, support staff can deal with any software issue on the device more efficiently. The remote support solution features easy screen sharing and a variety of ways for both parties to communicate and exchange essential information. It makes tracking and analytics much easier.

Customer Service 52

Customer Service 2011 Download Customer Satisfaction 52

Beyond Philosophy

JULY 9, 2015

Women said they felt strongly connected or somewhat agreed with the following causes: 63% to increase access to clean water; men were at 56%. This percentage represented an increase of 10% over the previous three years (45% global average in 2011). 57% to eradicating world hunger; men were at 50%.

Brands 109

Brands Net Promoter Score 2011 2014 109

Daniel Group

FEBRUARY 5, 2021

Butler’s a client of ours since 2011. But working with you guys, I think something else that was brought front and center were adding in the reasons behind why people have a hard time doing business with us, whether it’s communication or invoicing, those different things. So we talk about over-communicating.

Leadership 111

Leadership 2011 Communication Culture 111

CSM Magazine

JULY 2, 2020

While many businesses are already doing parts of the Conversational Support Funnel, the framework connects these three pieces together for the first time. The company was founded in 2011 in San Francisco by Eoghan McCabe, Des Traynor, Ciaran Lee and David Barrett, with the mission to make internet business personal.

2011 52

2011 Poor Customer Service Customer Journey 2018 52

Amity

MARCH 15, 2017

• Lessons in Crisis Communication from the Amazon Cloud Outage. Looking at the effect that the 2011 Amazon Cloud Outage had on Netflix, HubSpot put together this helpful 7-step playbook for using social media for crisis communication and management. The Exact Email Scripts I Use to Connect With VIP’s.

Social Media 52

Social Media 2011 Customer Success User Experience 52

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. Barely any systems were connected and, more importantly, there were virtually no platforms that enabled customer data to be seamlessly collected or shared for marketing purposes.

Technology 74

Technology Marketing 2017 Social Media 74

Service Untitled

FEBRUARY 6, 2013

We know that customers have the power to choose from a myriad of options, and most of us revel in the latest technological trends to communicate, but what happens when a service or a product goes awry? How to improve customer service in the digital world Wachovia turned into Wells Fargo in March 2011. Listen to the problem.

Customer Service 83

Customer Service 2005 Social Media 2011 83

Quadient

DECEMBER 16, 2021

This executive order expands upon previous executive orders issued in 1993, 2011, 2015 and 2021 seeking to improve government customer/constituent experience. It’s also important to consider how you will proactively communicate status through a variety of channels without infringing on critical privacy requirements.

Government 52

Government Customer Experience Multi-Channel Document 52

Customer Bliss

APRIL 26, 2016

Connect With Margie. For more on different pathways to CCO, read Paul Hagen’s 2011 Harvard Business Review article on that topic or my February 2016 post on how to become a CCO. Prior to her appointment to Chief Customer Officer, Margie spent 13 years as Chief Financial Officer of Personal Insurance at Liberty Mutual.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Comm100

NOVEMBER 13, 2022

Today’s customers look for fast, convenient, and personalized support that allows them to connect with brands how, where, and when they want. Live chat allows customers to connect with agents in real-time using a familiar chat interface, whether on a website or integrated within a mobile app. Adopt omnichannel .

Customer Service 75

Customer Service Omnichannel Social Media 2021 75

Ecrion

APRIL 22, 2019

Investments have grown by leaps and bounds — whereas $140 million was invested annually in 2011, investment climbed to $270 million in 2013, and $2.7 2 For example, some insurance companies already have devices you can connect to your car that monitors how you drive. This is why most insurance companies are investing in insurTech.

Insurance 40

Insurance 2011 2013 2015 40

Avaya

DECEMBER 1, 2016

Today’s business environment is a competitive and dynamic landscape that necessitates innovation in communications and collaboration. Customers have changed how they approach, purchase, and deploy ICT—information and communications technology–and we’ve changed how we sell to customers. It certainly wasn’t happening at Avaya.

Net Promoter Score 53

Net Promoter Score 2011 Events Technology 53

SurveySparrow

FEBRUARY 23, 2024

Source: Wufoo This Cloud-based form builder was founded in 2006 by the trio- Chris Campbell, Kevin Hale, and Ryan Campbell and was acquired by SurveyMonkey in 2011. For Communication, they have Teamchat, Campfire, and Fleep, to name a few. What is Wufoo ? If you want a comprehensive list, check their website. That’s not it.

2006 52

2006 E-support 2011 NPS 52

Magellan Solutions

MAY 6, 2020

Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. AT&T is a telecommunications company specializing in phone and internet services, wireless and data communications, IP-based and satellite television, telecommunications equipment, and security services.

Call Center 52

Call Center Telecommunications Banking Financial 52

CSM Magazine

NOVEMBER 11, 2020

Intercom is bringing a messenger-first experience to all business-to-customer communication, powering 500 million conversations per month and connecting 4 billion unique end users worldwide across its more than 30,000 paying customers, including Facebook, Amazon, and Lyft.

2021 52

2021 B2C 2011 B2B 52

Gainsight

OCTOBER 23, 2019

As co-founders of Hugo —a Connected Meeting Notes software—we have found ourselves deep in the customer success software world. Communication/Customer Engagement. So isn’t it only natural that CSMs use tools that connect them with the rest of the company? Sales tools like CRMs and customer communication.

Customer Success 60

Customer Success 2019 2011 2009 60

Comm100

MARCH 27, 2023

Multilanguage support also allows chatbots to communicate in the student’s language of choice, allowing them to easily handle international requests in other time zones. Bots that are built to connect students with resources proactively. Top benefits of EdSights include: Proactive checks on students to ensure that needs are being met.

Multi-Channel 65

Multi-Channel Books 2009 2003 65

SurveySensum

SEPTEMBER 8, 2023

Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. Engage with them through personalized communication, and exclusive offers to show your appreciation for their loyalty. This not only strengthens their connection to your brand but also provides them with valuable content to share with their networks.

NPS 52

NPS ROI Social Media Banking 52

Oracle

APRIL 3, 2018

Since 2011, the company has been investing in technology and processes to provide the best commerce experience to its clients. Unlimited access to the WiFi; and connection to Facebook which causes customers to advertise the store just by logging into their account. • It is one of the largest fashion ecommerce operations in the country.

Fashion 50

Fashion Retail 2005 2011 50

BirdEye

OCTOBER 31, 2023

This helps businesses to immediately connect with the customer, address their concerns, and reduce the impact of that negative feedback. Gadook Gadook was founded in 2011 and offers everything from personal reputation management to corporate web design. They are known for good customer communication.

Management 109

Management Social Media Multi-Channel Feedback 109

CXApp

OCTOBER 24, 2017

The truth of the matter is, you really don’t have that many opportunities to communicate and touch base with your customers between the various stages. You need to be able to engage and interact with your customers outside of your official website, customer support options, and regular communication channels.

Social Media 40

Social Media 2011 Connections 2016 40