CSM Magazine

MAY 10, 2021

From the customer service team referring to someone by the wrong name, to the boardroom decisions based on messy data, businesses today simply cannot use poor data as a foundation for running their operations. Workbooks DQ solves this problem by identifying duplicate records en masse, defining merging rules and automating the process.

Touchpoint 52

Touchpoint Reference Sales Insights 52

CSM Magazine

AUGUST 8, 2023

One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before. One of the positives to come out of the pandemic is that it made every customer service department think more about the wellbeing of employees than ever before.

Engagement 52

Engagement Contact Center 2022 Customer Centricity 52

Gainsight

DECEMBER 8, 2022

If there’s one thing every customer success (CS) leader is talking about these days, it’s digital customer success. . Sit down with your CS team to think of the necessary content, timeframes, and milestones a new customer should properly go through to have a successful onboarding and repeat!

Customer Success 52

Customer Success Roadmap Touchpoint Customers 52

Eptica

APRIL 26, 2017

L’Occitane – global CX in action Founded in 1976, L’Occitane en Provence manufactures and sells natural and organic cosmetics and well-being products all around the world. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. It has more than 8,000 staff around the world.

Customer Experience 70

Customer Experience 2017 Touchpoint Events 70

Lumoa

JUNE 4, 2018

The team is very strong in their ability to execute the unique product to B2B market and is able to create a world-class solution for industry leaders.” “The I am extremely happy about the next growth stage we are now entering.”, You can find out more about Lumoa by looking at our media page. billion by 2022 growing from $4.76

Net Promoter Score 121

Net Promoter Score Customer Experience Telecommunications Marketing 121

John Paul

SEPTEMBER 28, 2020

Tangi, John Paulee since 2017, talks to us about his career evolution, his daily duties as General Manager of Opérations in the Paris office, and how his team had to adjust to working during a lockdown! What do you like the most about your job? How has Covid-19 changed your team’s way of working? Hello Tangi!

Management 52

Management Hotels 2017 Hospitality 52

ShepHyken

DECEMBER 17, 2021

He writes about how SMBs can make the most of the holiday season by investing in proper protection. This can be challenging for SMBs with the events that occur when products are out the door and en route to doorsteps. This week we feature an article by Kiel Harkness, Head of Global Marketing and Business Intelligence at UPS Capital®.

E Commerce 76

E Commerce E-support Insurance 2021 76

ShepHyken

MARCH 31, 2023

This week, we feature an article by Josh Centers, a Business Journalist at TextExpander , a platform that empowers teams and individuals to save time and eliminate repetitive typing with just a few keystrokes. He shares the challenges that customer service representatives face and how companies can overcome them.

Customer Service 67

Customer Service Customers Interaction Customer Service Representative 67

ChurnZero

DECEMBER 21, 2022

There’s a sign they have at French railroad crossings where it says ‘un train peut en cacher un ature.’ That’s the way I feel about net expansion. Related reading: Key SaaS and Customer Success metrics you should care about – What’s a good CAC? What metrics do investors care about most?

Webinar 98

Webinar 2022 Customer Success Metrics 98

NICE inContact

MARCH 26, 2019

Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Most contact centers share a goal of delivering excellent customer service.

Customer Experience 60

Customer Experience Contact Center Webinar Customer Centricity 60

John Paul

FEBRUARY 28, 2019

This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. Read on to learn more about Louise. I work on a customer service team for a major actor in the hospitality sector, and the goal is to help the guests of this brand. What do you do at John Paul?

Hospitality 40

Hospitality Hotels Loyalty Programs 2017 40

John Paul

FEBRUARY 28, 2019

This month’s star is Louise, a Concierge VIP working on the customer service team for a large hospitality company. Read on to learn more about Louise. I work on a customer service team for a major actor in the hospitality sector, and the goal is to help the guests of this brand. What do you do at John Paul?

Hospitality 40

Hospitality Hotels Loyalty Programs 2017 40

Daniel Group

OCTOBER 29, 2021

We’ve all heard about or experienced “The Great Resignation” with employees leaving en mass. I recently found an article in Harvard Business Review, 5 Reasons Not to Quit Your Job (Yet) , and that got me thinking about what other things employers could do to keep their employees. Everyone knows what matters!

B2B 59

B2B Engagement Feedback Culture 59

Gainsight

DECEMBER 10, 2020

Tell us a bit about yourself and what your role is at Gainsight. . My name is Riana Upton and I’m on Gainsight’s product marketing team. . It’s a highly cross-functional role so on any given day I’m meeting with members of our product team to learn about what’s ahead on our roadmap. What does your day-to-day look like?

Marketing 52

Marketing Management Roadmap Touchpoint 52

John Paul

APRIL 26, 2019

Andrew tells you a little more about his daily work and his vision for John Paul. As the CEO for the Asia-Pacific (APAC) Region, my objectives are to build the team and drive growth for John Paul in the Region. L’article [#MeetAJohnPaulee] Andrew Quake, CEO APAC est apparu en premier sur John Paul. What do you do at John Paul?

2018 40

2018 Innovation Brands Engagement 40

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Published on: April 15, 2020. At times like this, the experience and service brands provide is vita l.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

ShepHyken

JULY 27, 2018

Then I remembered a friend of mine telling me about Allbirds , what he described as the best shoes he’d ever bought. “No I placed my order on September 19th and promptly received an order confirmation response saying they’d let me know as soon as the shoes were en route to my home. No checked baggage. But, like, supportive clouds.”.

Blog 90

Blog Customer Service Travel Article 90

John Paul

OCTOBER 1, 2019

This month we are pleased to introduce Nathalie Flemens, a Senior Talent & Culture Manager in Miami: she gives us insights about what she does every day and what she likes about John Paul! The Talent & Culture team works with a distributed workforce and we wear many hats so there are no two days alike. September 2017.

Culture 40

Culture Management 2017 Travel 40

John Paul

JULY 29, 2020

In this interview he reveals his daily life at work, the impact that the Covid-19 crisis had on the business, and what he likes best about his job! What do you like the most about your job? How has Covid-19 changed your team’s way of working? Michael Roque is the General Manager of John Paul Toronto. Hello Michael!

Management 52

Management Hospitality Travel Events 52

Ecrion

JUNE 3, 2019

About 82% 1 of consumers say that they’ve decided not to work with or buy a product from a company that they were previously enthusiastic about because of poor customer service. By the year 2021, the average North American consumer will own about 13 different devices 2 that connect to the Internet.

Communication 73

Communication Omnichannel Document Multi-Channel 73

BirdEye

DECEMBER 12, 2023

Phone tag — a term that refers to the all-too-familiar sequence of missed calls and voicemails — is much less fun than it sounds. This frustrating cycle can be a significant obstacle to efficient communication and productivity. Luckily, effective voicemail recordings can save the day. Table of contents What is a voicemail? Need a quick answer?

Automotive 59

Automotive Communication Demo Information 59

ChurnZero

DECEMBER 11, 2020

Teams are expected to understand and engage customer s at a depth and scale that isn’t possible without the automation and usage insights of a modern Customer Success tool. . T he best way to reassure your CEO about your budget request is also the scariest : committing to KPI changes. . Watch now. . .

Customer Success 59

Customer Success ROI Leadership Technology 59

CX Journey

JANUARY 15, 2016

Last year, I wrote about some of the employee lingo that gets bandied about, often interchangeably - and, sadly, incorrectly so. Regardless, the lingo I'm writing about today is more specific to what makes up the employee experience. And how he feels and what he thinks about those interactions. Stick with me here.

Employee Experience 48

Employee Experience Definition Reference Leadership 48

ProProfs Chat

JANUARY 17, 2020

That’s probably because this is the time when your customers approach you without any knowledge about your brand. That you bought a SaaS product and then completely forget that it exists? . The SaaS customer lifecycle is something that is continuously growing and ever-evolving. . But, what exactly is this SaaS customer lifecycle? Engagement.

Customers 107

Customers Customer Journey Presentation Brands 107

PK

APRIL 23, 2020

A year ago, analysts were discussing the need to change these policy constraints en masse; this is now happening with growing momentum. When crisis makes “business as usual” thinking implausible, it clears the way for change. Most business leaders have been through economic disruption before.

Healthcare 52

Healthcare Hospitality E Commerce 2008 52

John Paul

JULY 17, 2018

Accor is investing heavily in John Paul by expanding its senior executive leadership team with the latest hiring of the CEO of APAC and has full confidence in the growth strategy of John Paul. This investment will help strengthen relationships with key clients and partners in the Region. Andrew Quake, CEO APAC John Paul.

Leadership 40

Leadership Automotive Hospitality Travel 40

Micah Solomon

DECEMBER 12, 2014

3 What about the customer’s experience before the front entrance? The best way to ensure lasting results from a customer service initiative is with a comprehensive, organized approach, if you have the option. 1 Phone manners: Do you have customer interaction standards for telephone communications? 2 What does your front entrance look like?

Consulting 80

Consulting Customer Service Hotels Customers 80

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Yes, the snake oil is already out and about for the next greatest hero channel. Or are we in denial about the real state of affairs as the title of this post suggests? Published on: November 16, 2017.

Omnichannel 55

Omnichannel Engagement 2017 Multi-Channel 55

BlueOcean

DECEMBER 10, 2019

Empowering Your Team to Deliver Kick-Ass Customer Experience. Members of Generation Z are beginning to pour into the workforce en masse. Members of Generation Z are beginning to pour into the workforce en masse. We’re inching closer to not only the beginning of a new year, but also a new decade! Can you believe it?

2019 31

2019 Blog Contact Center Customer Service 31

NetBase

AUGUST 6, 2019

If your employee influencer candidates are Twitter pros, but your audience is predominantly interacting on Instagram, you don’t want to release them on Twitter en masse. Otherwise, you’ll have multiple, seemingly promotional, voices dominating the conversation about your brand on that channel. What are brand ambassadors anyway?

Brands 59

Brands Social Media Metrics Interaction 59

West Monroe

JUNE 29, 2017

Field service refers to the management of a company’s resources/employees/technicians at or en route to customers, rather than on company property (i.e. work done out in “the field”). It’s something that we all deal with as a customer. What has the term “field service” historically meant? Wasted time.

Culture 45

Culture Presentation Communication Reference 45

Michelli Experience

AUGUST 22, 2017

April 11th was the forcible ejection of Dr. David Dao after he boarded a plane in Chicago en route to Louisville, Kentucky. How do we help with anticipating issues so that if we do see a thunderstorm, we can help with proactively rescheduling and talking to customers about the fact that weather could disrupt their travel?

Airlines 45

Airlines Travel Consulting Customer Experience Professionals 45

Gainsight

JUNE 23, 2020

Fast forward 12 years, I landed my dream job as the Director of Corporate Events at Gainsight, giving me the experience of working on both the client and agency side of event production and the opportunity to oversee the corporate events team here at Gainsight. Pivot…Pivot…Pivaat! February 28 – a day I remember well.

Events 88

Events Demo Hotels Connections 88

SurveySparrow

APRIL 27, 2022

Statement 2: Select the option that best describes your feeling towards your team. People from one end of the world are working in tandem with those on the opposite end. It’s a magnificent sight to see everyone getting along so well. But once in a while, we hear cases of racial and ethnic abuse or discrimination against women at work.

Definition 52

Definition Culture Measurement 2022 52

Stella Connect

SEPTEMBER 14, 2017

Mystery shops, CSATs, and sales numbers can tell you a lot about what’s happening in your stores. you can only speculate about what’s motivating them. Recently, we published an eBook about the value of combining objective data with customer feedback. Especially if you study them as an integrated whole.

Customers 53

Customers Download Feedback Sales 53

Circular Edge

MAY 6, 2022

Before: A retailer’s operations team relies on physical counts, which it tracks in a spreadsheet, for current inventory levels. After: The retailer adds an inventory management module, which displays real-time inventory levels and updates on stock that’s en route to the warehouse. Inventory Management. Purchasing.

Financial 52

Financial Document Retail Sales 52

John Paul

JUNE 14, 2018

For example, it’s not necessarily about what school you went to, or even what type of degree you hold. John Paul is owned by the AccorHotels Group. Treshnell oversees 400 employees in four offices across the USA and Canada. In 2018, she spoke Luxury Daily’s FirstLook 2018 Conference and Fortune’s Next Gen Summit. I moved to the U.S.

Banking 40

Banking Hospitality Automotive Leadership 40