CSM Magazine

JANUARY 25, 2022

If you’re a customer service professional, you know that customers are your lifeblood and livelihood. You likely also know about the traditional methods of gaining and retaining customers. Smart tactics in marketing, advertising, and social networking are all effective ways to attract and keep customers.

Customer Retention 52

Customer Retention Blog Events Advertising 52

One Millimeter Mindset

APRIL 1, 2021

Instead of wasting yet more time looking back through your professional rear view mirror, confidently focus your attention and motivation forward. As your traveling companion, start with these 5 One Millimeter Mindset® blog posts to guide us forward, together. Cross Functional Customer Retention Is Key To Strategy. No fooling!

Blog 83

Blog Leadership Travel Consulting 83

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. These virtual customer experience tools are transforming the way that companies interact with their customers in the contact center environment.

Blog 117

Blog Customer Experience Contact Center Customer Journey 117

InMoment XI

OCTOBER 17, 2023

As a customer experience (CX) professional, you’ve experienced the thrill of starting and growing the program in many forms whether it be: the beginning stage, getting those quick wins, and growing a reputation of excellence across your company. That’s when you know it’s time to update your customer experience program.

Customer Experience 493

Customer Experience Net Promoter Score ROI NPS 493

ShepHyken

FEBRUARY 22, 2019

My obsession for Customer Experience (CX) started when I received a package in the mail on a random afternoon. Since my Stacy’s Chips incident, I have been fascinated by CX and continue to pay very close attention to how companies deliver unforgettable experiences to win over customer’s hearts – and wallets.

Blog 109

Blog Hotels B2C Loyalty 109

ShepHyken

OCTOBER 6, 2017

This week we feature an article by Pascal van Opzeeland that discusses how to handle difficult customers. Most of the time we encounter tricky service situations, we want to resolve them and restore the customer’s confidence in doing business with us. – Shep Hyken. I’m not just talking about the occasional angry customer.

Blog 127

Blog Hospitality Presentation Article 127

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers Demand Immediate Connection. How to Connect the Right Way.

Connections 120

Connections Blog Customer Centricity Consumers 120

Kerry Bodine

APRIL 28, 2019

It’s as if by using this word, organizations believe that they are being customer centric. In its blog post Using the Customer Journey to Guide Your Campaigns , Mailchimp explains, “People rarely discover a company or product and make a purchase immediately. This is where Mailchimp’s customer journey comes in.

Customer Journey 66

Customer Journey Marketing Customer Centricity Customers 66

SurveySparrow

JANUARY 17, 2021

When the internet first became available at large, blogs became the way for people to share thoughts and insights with each other. As the internet evolved, blogs became powerful avenues for businesses to attract target audiences. To leverage the power of blogs, you need to know how to create a blog. . Focus On Web Design.

Blog 52

Blog Social Media 2021 Engagement 52

ShepHyken

FEBRUARY 2, 2018

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. This also reminds us that customer service doesn’t just happen on the front line. But would customer service ever make the highlight reel of such an event? 2) Share in customers’ excitement.

Blog 85

Blog Customer Service Airlines Culture 85

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Attuned and attentive to what is going on in the clients’ lives, even if it has nothing to do with closing the next deal. Subscribe to my blog.

Blog 70

Blog Customer Retention B2C Workshop 70

ShepHyken

NOVEMBER 18, 2016

This week on our Friends on Friday guest blog post my colleague, Timi Garai, discusses the power of millennial moms and how to gain their loyalty. Once you catch their attention, you have to work to encourage them to keep coming back. They let their customers fund medical research to help those in need. Shep Hyken .

Loyalty 119

Loyalty Retail Blog Loyalty Programs 119

ShepHyken

APRIL 7, 2017

This week on our Friends on Friday guest blog post my colleague, Swati Kungwani, writes about the value of customer complaints to a business. Customer behavior is becoming more dynamic. According to the reports, “It is in the hands of the companies to prevent 85% of the customer churn caused due to futile poor service.”.

Blog 110

Blog Poor Customer Service Advertising B2B 110

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Blog 95

Blog Customer Experience Contact Center Airlines 95

ShepHyken

JANUARY 25, 2019

Marlene Caroselli shares a rhyme that will help you to communicate with customers and provide customer satisfaction. – Shep Hyken. Especially when an angry customer is calling your office, it’s important to have a verbal safety net that will rescue you should the metaphorical tight rope become difficult to navigate.

Customer Satisfaction 117

Customer Satisfaction Blog Books Customer Service Representative 117

ShepHyken

FEBRUARY 8, 2019

This week we feature an article by Christa Heibel who writes about how important employee feedback is to a successful customer service experience and high CSAT ratings. – Shep Hyken. In my past experience as both a consultant and owner/operator of a BPO, I understand that CSAT surveys tend to get all the attention.

Feedback 96

Feedback Blog Customer Experience Contact Center 96

ShepHyken

FEBRUARY 23, 2018

This week we feature an article by Nathalie Herrman who writes about three key principles that are at the root of all great customer service. She also reminds us that the customer experience begins with the employee experience. – Shep Hyken. Otherwise, we lack integrity, employees lose interest, and customer service suffers.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

Team Support

JULY 1, 2020

Part 1 of this blog series explored the meanings of and differences between customer sentiment analysis and Customer Distress Index (CDI™)— customer sentiment analysis uses text to indicate a positive or negative tone to the communication and the TeamSupport CDI uses data to indicate whether a customer may be satisfied or frustrated.

B2B 59

B2B Contact Center 2020 Customers 59

ShepHyken

AUGUST 2, 2019

Whether on the phone or in person, it’s important to train your employees the right way to interact with your customers. Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. On the Telephone. Face to Face.

Blog 112

Blog Customer Service Article Customers 112

Customer Bliss

AUGUST 18, 2020

This is a guest post from Niraj Ranjan, CEO & CO-founder of Hiver – a Gmail-centric customer service solution. With over 1500 customers across 30 countries. Niraj’s focus with Hiver has been to empower companies to provide customer experiences that are more human and empathetic. . By Niraj Ranjan. Some might be angry.

Customer Service 252

Customer Service Blog Customers Interaction 252

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. They are literally changing the rules of customer service on the fly. Compare that with 10-15 hours of screen time! Get creative!

Blog 99

Blog Customer Service Fashion Social Media 99

Kerry Bodine

APRIL 28, 2019

It’s as if by using this word, organizations believe that they are being customer centric. In its blog post Using the Customer Journey to Guide Your Campaigns , Mailchimp explains, “People rarely discover a company or product and make a purchase immediately. This is where Mailchimp’s customer journey comes in.

Customer Journey 48

Customer Journey Marketing Customer Centricity Customers 48

SurveySensum

MAY 6, 2024

Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. In this blog post, we will delve into five impactful strategies for establishing a robust personal brand in the digital era. So, it’s something you should pay special attention to.

Brands 52

Brands Social Media Leadership Blog 52

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. I agree that every employee should go through customer service training, and it should be ongoing. Pay Attention When Hiring.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

ShepHyken

JANUARY 12, 2018

This week we feature an article by Mike Schoultz who shares his top 20 list of myths on customer experience not to tell yourself or things you should never say to a customer. This is a great list and one you should pay attention too. – Shep Hyken. Check out our thoughts on customer focus. Your customers will thank you.

Customer Service 95

Customer Service Blog Customers Workshop 95

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 96

Blog Omnichannel Average Handle Time Contact Center 96

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 90

Customer Engagement Engagement Competitive Advantage Entertainment 90

ShepHyken

JUNE 23, 2017

Once representatives used to be able to physically approach customers to see if they needed their assistance, now when visitors are on a website many companies are not aware of their existence unless the visitor makes contact. Inviting customers to chat on the checkout page can be extremely useful to tackling shopping cart abandonment.

E Commerce 77

E Commerce Blog Engagement Banking 77

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 53

Social Media Blog ROI Brands 53

ShepHyken

JULY 8, 2016

This week on our Friends on Friday guest blog post my colleague, Mike Schoultz shares a few customer experience stories that demonstrate how companies have handled customer experiences, some well and some not so well. It is so important for employees to feel that they can make good customer focused decisions in every situation.

Blog 75

Blog Customer Experience Hotels Social Media 75

Comm100

DECEMBER 8, 2020

Chatbots were designed to streamline customer interaction. They save you time and money on customer services, while also improving your customer satisfaction levels. Today we’re rounding up some of the most amazing ways in which chatbots can improve your customer satisfaction and take your business to the next level.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

Calabrio

NOVEMBER 25, 2020

Complacency is not an option as agents, supervisors and contact center managers are forced to become more strategic, taking on increasingly critical new responsibilities to deliver engaging customer experiences. Contact centers have to adapt and continuously evolve in order to meet customer expectations.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

E Commerce 82

E Commerce Blog Social Media User Experience 82

ShepHyken

JULY 21, 2017

This week we feature an article by Jason Grills about how to use live chat agents properly in order to delight your customers. This means that you should know how to hire live chat agents who are going to delight your customers. Therefore, let’s take a look at things you should pay attention to when hiring live chat agents.

Blog 92

Blog Travel Article Communication 92

ShepHyken

NOVEMBER 24, 2017

This week we feature an article by Brooke Harper who writes about the importance of using social media to provide great customer service. If you’re not monitoring what customers are saying about you and your company on social media, what are you waiting for?! – Shep Hyken. Not sure where your customers go when they’re online?

Social Media 88

Social Media Blog Customer Service White Paper 88

Experience Investigators by 360Connext

MARCH 9, 2015

Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. That’s great! Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287