CSM Magazine

JUNE 12, 2015

For anyone who doesn’t like the sound of that (and we certainly don’t), it’s important that you are effectively measuring the customer service performance metrics that roll up into the customer value equation. Can Any One Contact Center KPI Boost Customer Lifespan? Promoters are your moneymakers.

Lifetime Customer 69

Lifetime Customer Measurement Customer Service Contact Center 69

ShepHyken

DECEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. The Hidden Costs of Poor Internal Customer Service By Joanne Wortman. My Comment: How does Disney manage the customer journey?

2016 83

2016 Article Chief Customer Officer Customer Service 83

ShepHyken

AUGUST 7, 2020

This week we feature an article by Kritagya Pandey , a content writer at CallCenterHosting. She shares tips and tricks on how to create a Disney-like customer service experience. Delivering excellent customer service is an art. This era belongs to creating valuable and stellar experiences for the customers.

Customer Service 126

Customer Service Exceptional Customer Service Lifetime Customer Feedback 126

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”. Need a hand?

Metrics 219

Metrics Customer Care 2019 Measurement 219

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. Sustain Your Customer Lifetime Value Through Exceptional Customer Service. How do you get your customers to keep coming back? Conclusion.

Blog 106

Blog Loyalty Programs Loyalty Lifetime Customer 106

CSM Magazine

FEBRUARY 6, 2019

The approach to customer service has completely shifted in recent years. Now, 54% of customers have higher expectations for customer service compared to one year ago, which has left many organizations reviewing their operations to meet targets. See the Customer Lifetime Value.

Customer Service 51

Customer Service Omnichannel Social Media Sales 51

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. Organizations small and large talk about wanting to recognize lifetime customer value.

Social Media 59

Social Media Chief Customer Officer Lifetime Customer Feedback 59