CSM Magazine

DECEMBER 1, 2022

Customers of health-related products—such as over-the-counter medicines, dietary supplements, nutraceuticals, medical devices, wearables, and animal health products—typically have higher expectations of manufacturers than do users of other types of consumer products. Proactive outreach. Product recall support. Documentation of contacts.

Healthcare 52

Healthcare Customer Care Document Insurance 52

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. This article discusses 7 proven methods for establishing a trustworthy brand for your startup. Let’s get started!

Brands 52

Brands Social Media Feedback Loyalty 52

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Customer Engagement Metrics Amplified. By doing this, they can: * Better understand and capture all customer conversations. Let’s look at it in action.

Insights 60

Insights Brands Social Media Fashion 60

Inbenta

NOVEMBER 9, 2021

Covid-19, and the consequences that came from the pandemic only accelerated these customer demands. Consumers expect immediacy, personalized, and flawless interactions with their favorite brands and they expect the same from their banks. Banks need to engage with their customers in the right way and in the right channels.

Banking 95

Banking Customer Care Competitive Advantage Omnichannel 95

Interactions

MARCH 13, 2019

Although traditionally they may seem unrelated, marketing and your customer care strategy actually have a lot in common– the biggest thing being your customers. Customer care is a major touchpoint with your brand. When your customers reach out to your company, they are looking for a solution.

Customer Care 63

Customer Care Marketing Average Handle Time Customer Retention 63

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Private Brand (PB). Understanding your Customers.

Brands 73

Brands Rewards Programs Loyalty Fashion 73

CSM Magazine

MARCH 20, 2024

The firm collaborates with over 50 industry-leading contact centers, specializing in bespoke, technology-driven, CX-centric customer service solutions, ensuring an ideal partnership for any company, regardless of its size or sector, looking to outsource customer care.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 52

Currency Alliance

JUNE 1, 2020

The long break in spending habits due to Covid-19 will cause customers to re-evaluate their relationship with brands. This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. People in Barcelona are buying a lot more ice-cream lately.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Oracle

JUNE 5, 2018

In today’s digital economy, it’s easier than ever for a customer to spend their money elsewhere if you aren’t meeting their expectations. While brand loyalty remains absolutely vital to customer retention, now, it takes a lot more than just a coupon or two to ensure customers remain committed to your company.

Loyalty 46

Loyalty Brands B2C B2B 46

Retently

APRIL 5, 2024

Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business. Retailers who understand and strategically use an omnichannel approach are more likely to build strong, lasting relationships with their customers.

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Think Customers

AUGUST 31, 2020

The importance of customer loyalty and retention can’t be overstated. Loyal customers are less price sensitive and more likely to make frequent purchases—in addition to being brand advocates. Research also shows that just increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

Loyalty 52

Loyalty Net Promoter Score Contact Center Retail 52

CSM Magazine

SEPTEMBER 14, 2023

At the center of the research findings, the lynchpin to standout customer experiences is a strong dedication and discipline to CX fundamentals, such as people, training, and robust processes, that layer in advanced technology, and not vice versa. email, chat, live, social, etc.) email, chat, live, social, etc.)

Consumers 59

Consumers E Commerce Multi-Channel E-support 59

Bill Quiseng

MAY 18, 2015

This week’s guest post is from Rhonda Basler , director of Customer Engagement at Hallmark Business Connections. I have been a longtime fan of her blog so I’m honored that she is sharing her customer experience insight here. What does it take for your business to create remarkable experiences for your customers?

Customer Care 156

Customer Care Social Media Customers Loyalty 156

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 74

Customer Experience Net Promoter Score 2024 Customer Care 74

Second to None

FEBRUARY 19, 2019

Despite the rise of alternative shopping methods, brick and mortar stores continue to own most of the traffic in the industry with over 90% of customers still shopping for groceries in person. [1] 1] Customer insights from PYMNTS.com show that only 2.6% Private Brand (PB). Understanding your Customers.

Brands 48

Brands Rewards Programs Loyalty 2018 48

ShepHyken

FEBRUARY 12, 2024

This article shares some great insights and findings. For example, Gen Z prefers to solve their own problems (self-service customer support), and 52% of Gen Z won’t buy from a brand with bad self-service. Our customer service and CX research confirm this. Typically, a company or brand would have four to six groups.

2024 67

2024 Article Customer Service Social Media 67

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 52

Customer Experience Customer Centricity 2023 Culture 52

Magellan Solutions

SEPTEMBER 29, 2023

Enhancing customer satisfaction includes the following: Resolving issues promptly Offering personalized solutions Demonstrating genuine customer care As satisfaction levels increase, customer loyalty and advocacy also rise. Aside from being repeat buyers, loyal customers refer your business to others.

Customer Satisfaction 52

Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

CSM Magazine

APRIL 16, 2024

Superior customer service ensures that the user experience is exceptional. In this article, we provide some insights into how online casinos can deliver outstanding customer support. Outstanding customer support contributes to a casino’s credibility, and impacts player satisfaction and loyalty.

Multi-Channel 52

Multi-Channel Entertainment Social Media Loyalty 52

Lumoa

MARCH 9, 2023

Put simply, it means genuinely caring about the experience your customers have with your brand. Customer empathy is at the heart of Lush’s approach to building trust with its customers. So, how exactly does customer empathy impact the customer experience ? It doesn’t take a grand gesture either.

Customer Experience 169

Customer Experience Social Media Customers Insights 169

Magellan Solutions

SEPTEMBER 9, 2020

On a global scale, 97% of consumers said that good customer service is important in choosing a brand to trust. It is proven that 62% of customers are expecting to see a live chat feature available on mobile devices and 82% of them would gladly use it, proof that this support tool is effective and helpful to consumers. .

2020 52

2020 Insights B2C E-support 52

Call Experts

OCTOBER 5, 2023

This leads to increased customer satisfaction, which fosters loyalty and repeat business. A satisfied customer is more likely to become an advocate for your brand. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

COPC

FEBRUARY 15, 2023

If customer experience is an afterthought in design and implementation, customer loyalty and revenue suffer. How do you ensure you aren’t frustrating customers with poorly designed IVR systems and chatbots? You can find these insights by gathering and analyzing customer interaction, feedback and sentiment data.

E-support 85

E-support Webinar Competitive Advantage Loyalty 85

ShepHyken

MAY 28, 2018

My Comment: Bruce Turkel is a branding expert and writes a weekly informative and often entertaining (and sometimes edgy) blog post. ICMI) We’re almost to the mid-point of 2018, and it still amazes me that many brands either have no social customer service or ineffective social customer service.

2018 77

2018 Article Customer Service Loyalty Programs 77

C Space

JUNE 3, 2020

The Brand Move Roundup – June 3, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fourteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

2020 52

2020 Brands Social Media Financial 52

inQuba

JUNE 22, 2023

Harnessing the power of generative AI for personalized experiences and actionable insights –use cases included Businesses have been frustrating customers for the longest time. In today’s competitive landscape, customer experience has become a key differentiator. Fortunately, advances in AI are offering some hope.

Customer Experience 52

Customer Experience Customer Journey Competitive Advantage Customer Centricity 52

CSM Magazine

JULY 28, 2023

Because those with a deep understanding of human behavior are uniquely suited to develop strategies enhancing customer experiences. These professionals offer expert insights into what makes customers tick and how companies can tap into that knowledge for better engagement and loyalty building. The result?

Customer Experience 52

Customer Experience Loyalty Interaction Sales 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). And you’re not alone in feeling that way.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. Here’s how you can use EVI® to keep track of customer emotions at different stages in the customer journey.

Customer Journey 64

Customer Journey Measurement NPS Social Media 64

Call Experts

APRIL 8, 2024

This leads to increased customer satisfaction, which fosters loyalty and repeat business. A satisfied customer is more likely to become an advocate for your brand. Boosting Brand Reputation A well-handled customer inquiry or complaint can turn a near-harmful experience into a positive one.

Contact Center 52

Contact Center Call Center 2027 Customer Satisfaction 52

COPC

JUNE 2, 2016

The Customer Experience: Where Brand Promise and Operations Intersect. Recently I had the privilege of leading a discussion with executives from leading brands at the recent Customer Experience Exchange Retail event in Miami, FL. When that happens, your customers will take notice and their trust in your brand will grow.

Brands 40

Brands Customer Journey Mapping Touchpoint Retail 40

CSM Magazine

JANUARY 2, 2023

Repeat customers not only buy more, but they also often serve as unofficial brand ambassadors. Here are ten ways to help you get new customers to become loyal, repeat customers. Understand What Your Customers Want. Provide a Customer Service App. Reward Customer Loyalty.

Rewards Programs 52

Rewards Programs Loyalty Customer Service Customers 52

ShepHyken

DECEMBER 6, 2021

3 Ways to Move From Customer Service to Customer Care by Patrick McCullough. Destination CRM) What’s the difference between customer service and customer care? So, if customer service isn’t a department, what do you call it? How about “customer care?” It’s baked in the culture.

2021 67

2021 Article Customer Service 2022 67

Talkdesk

DECEMBER 18, 2020

This can include personalized email, proactive outreach or even surveys that provide an immediate feedback loop with insights into customer satisfaction (CSAT). For brands with high-end items, consider a policy that implements a personal touchpoint from one of your customer care representatives shortly after the sale.

Retail 106

Retail Apparel 2020 Touchpoint 106

SurveySensum

JULY 7, 2023

Product Listing or Category Pages Feedback Survey After your customer has had their first interaction with your brand website, the next step – explore your products to make a purchase. to enhance your customer’s shopping journey. So you decide to reach out to customer care. No email, no text – nothing.

Net Promoter Score 52

Net Promoter Score Loyalty Programs Touchpoint Loyalty 52

SurveySensum

JULY 7, 2023

Product Listing or Category Pages Feedback Survey After your customer has had their first interaction with your brand website, the next step – explore your products to make a purchase. to enhance your customer’s shopping journey. So you decide to reach out to customer care. No email, no text – nothing.

Net Promoter Score 52

Net Promoter Score Loyalty Programs Touchpoint Loyalty 52