CSM Magazine

JANUARY 25, 2022

Smart tactics in marketing, advertising, and social networking are all effective ways to attract and keep customers. We’re talking about your blog. Blogging is one of the most underutilized tools customer service managers can use to boost and improve customer satisfaction, engagement, and retention. Keep it Evergreen.

Customer Retention 52

Customer Retention Blog Events Advertising 52

BlueOcean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. List Company Facts How long have you been in business? How many full-time employees do you have?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Comm100

JUNE 15, 2022

In this guide, we will talk you through how to launch and brand a successful customer experience (CX) program to ensure your business is operating at the top of its game. A customer experience program refers to the applied processes and methods that enable an overall customer experience management strategy. of the changes you propose.

Blog 89

Blog Brands Customer Experience Net Promoter Score 89

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. An effective customer engagement platform allows you to reward your brand loyals. It is all about how businesses interact with their customers to form a meaningful connection.

Blog 122

Blog Brands Engagement ROI 122

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Instead of drilling down to the individual customer level to achieve effective personalization, marketers can instead try “personification,” a term recently created by Gartner.

Blog 119

Blog Customer Experience Retail Consumers 119

Comm100

SEPTEMBER 19, 2022

How does all of this work, anyhow? How can your NLP-based chatbot assist you in keeping things on track? Natural language is how humans talk to each other; the programming language was developed to give machines commands in a way they can understand. Natural Language Processing. Third-party integrations. CRM integrations.

Blog 63

Blog Social Media Customer Satisfaction Customer Relationship Management 63

ShepHyken

AUGUST 30, 2019

This is a metric that allows you to compete with your biggest competitors, establish longevity in your marketplace, and allow you to maximize the effectiveness of your marketing campaigns. How to Start the Process of Growing Your Customer Lifetime Value. How Huge Growth Can Be Achieved with Customer Segmentation.

Blog 107

Blog Loyalty Programs Loyalty Lifetime Customer 107

ShepHyken

NOVEMBER 9, 2018

This week we feature an article by Andy Steuer who shares valuable information about how to use virtual web assistants to optimize productivity in areas of customer service, customer support, CRM management and more. – Shep Hyken. Support Tickets and CRM Management.

Blog 97

Blog E Commerce E-support Article 97

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. Published on: January 09, 2020. Avoid these Five CX Leadership Traps!

2019 65

2019 Blog 2020 Leadership 65

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. While people might not remember exactly what you said, they’ll always remember how you made them feel. For the love of mercy, make it anything but the fruit.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Comm100

MARCH 14, 2024

This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers. This blog takes a closer look at how chatbots are transforming the customer service landscape, outlining the key chatbot pros for businesses and for customers.

Customer Service 91

Customer Service Customers Interaction Blog 91

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. One of the most effective business strategies for maintaining an edge on competition is focusing on employees and their level of engagement. Performance Management Software Solutions.

Blog 108

Blog Engagement Technology Feedback 108

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. Chatbots are more than just automated FAQ answer generators. When used correctly, chatbots have the power to enhance marketing, sales, customer retention and more.

Blog 117

Blog Customer Experience Contact Center Customer Journey 117

ShepHyken

DECEMBER 9, 2016

This week on our Friends on Friday guest blog post my colleague, Stephan Delbos, writes about the importance of doing more than satisfying customers, you must delight them. When a customer chooses one brand over another, they do so in large part because of how each brand makes them feel. Satisfactory is a rating. Loyalty is an emotion.

Customer Satisfaction 123

Customer Satisfaction Blog Net Promoter Score Loyalty 123

BirdEye

NOVEMBER 21, 2023

Running an interior design business presents unique challenges, from sourcing materials and managing client expectations to navigating the ebb and flow of design trends. Juggling creative expression with the practicalities of project management and client interactions adds complexity.

Marketing 109

Marketing Social Media Advertising Workshop 109

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service 2022 Blog Interaction 126

ShepHyken

NOVEMBER 23, 2018

Personal tastes vary in how individuals rank these elements in order of importance, but specifying them allows companies to deliberately improve their support setup over time – be it through tools, people, or organization. The speed of service delivery has a massive effect on how customers view your support. Element #1: Fast.

Blog 107

Blog Effort Score Interaction Article 107

ShepHyken

APRIL 12, 2019

This past season, retailers hired more than 575,000 seasonal employees to help manage the holiday rush. Whether due to feeling overworked or underappreciated, setting realistic expectations upon hire and educating seasonal staff on their role and company mission is an effective way to control employee churn. Set Realistic Expectations.

Blog 110

Blog Customer Service Tourism Retail 110

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. This is the story of how one brand shocked and awed my entire family. It’s a shot that takes 3-5 days to take effect.

Blog 116

Blog Customer Experience Loyalty Presentation 116

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. .

Blog 52

Blog Social Media 2021 Engagement 52

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 97

Feedback Blog Customer Experience Contact Center 97

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. However, managing corporate reputation could be tricky for many companies.

Management 113

Management Social Media Brands Consulting 113

Comm100

APRIL 2, 2024

The scores provide a snapshot of how satisfied your customers are with your products or services, indicating areas of success and those needing improvement. In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do.

Customer Satisfaction 93

Customer Satisfaction Feedback Interaction Insights 93

Fox Metrics

AUGUST 14, 2020

Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. FoxMetrics Blog 5. Moz Blog – Analytics 10. The Forrester Research Blog 11. KPMG Blog There you have it; our list of the best analytics website blogs to follow.

Blog 93

Blog Social Media Retail Insights 93

ShepHyken

JANUARY 4, 2019

This week we feature an article by Anand Srinivasan who writes about how important it is to have a properly trained customer service team to ensure business success. – Shep Hyken. Repeat purchase is however driven by how happy the customer is after a transaction. Traits that define a great customer service rep.

Customer Service Training 81

Customer Service Training Blog Customer Service Article 81

ShepHyken

JANUARY 18, 2019

Customer Experience will be the primary focus for successful operations in 2019 but is that “unwavering commitment to better CX” controlled by smaller metrics that don’t have a big effect on the experience as a whole? Would you believe they actually cared about how the experience was? It’s that time of year again.

Blog 96

Blog Customer Experience Contact Center Airlines 96

ShepHyken

OCTOBER 14, 2016

This week on our Friends on Friday guest blog post my colleague, Pascal van Opzeeland, writes an informative article about the popularity of messaging apps and how they are impacting customer service. What will this mean for the way you do service – and how will it impact your customer communications? Shep Hyken.

Blog 126

Blog Customer Service Social Media Sports 126

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. But how can you support your customers on all the different channels they reach out on and offer a personalized yet unified response? Customer experience platforms make it possible to manage all the customer data in one platform and reach out to them when they need it.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ShepHyken

JULY 6, 2018

I believe that fun and friendly contests are one of the fastest and most effective ways to motivate high performance among sales associates. Contests can last for as little as an hour, such as when a regional manager visits a store location, or as long as one month. Sales revenue. Promotions. High-margin products. New product lines.

Sales 72

Sales Blog Net Promoter Score Customer Experience 72

BirdEye

NOVEMBER 27, 2023

This blog isn’t about turning every customer into a lifelong friend. Instead, we’ve got 14 truly effective tips. Foster a customer-centric culture within the organization In this blog, we discuss more about them in detail. What’s that one thing every business must face, even when they don’t want to? Stay calm 2.

Social Media 108

Social Media Customer Service Representative Customer Centricity Customer Satisfaction 108

BirdEye

FEBRUARY 13, 2024

By harnessing online platforms to share the advantages of chiropractic services, practitioners can greatly improve their visibility and accessibility, bridging the gap in public awareness effectively. A recent Birdeye study highlights that almost half of consumers search for healthcare providers online, revealing a crucial opportunity.

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. So how can your contact center IVR get there? Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Blog 96

Blog Customer Experience Contact Center Interaction 96

ShepHyken

FEBRUARY 16, 2018

Mystery shopping is a great way to capture an understanding of how your brand is performing in the eyes of your customer, but if your team does not have the ability to place this data alongside information from the rest of the industry, then you will be unable to accurately reflect how you stack up.

Blog 86

Blog Measurement Customer Centricity Article 86

BirdEye

NOVEMBER 28, 2023

In this blog, we’ll explain how to create a fool-proof restaurant reputation management process and build a 5-star online reputation. Table of contents What is restaurant reputation management? Restaurant reputation management refers to the processes you use to track, respond to, and address customer feedback.

Management 107

Management Social Media 2007 Reference 107

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 94

Blog Technology Customer Service Management 94

ShepHyken

MARCH 3, 2017

This week on our Friends on Friday guest blog post my colleague, Jeff Dahms, explains the importance of encouraging internal collaboration within your organization. Before you schedule a meeting, think hard about how to make the most of that time. These are great strategies to help take care of your internal customers. Shep Hyken.

Blog 84

Blog Culture Measurement Article 84

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. According to Peppers and Rogers Group, 65% of companies provide effective tools and training to gain trust with their customers. Shep Hyken.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83