CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Calls relate predominantly to general customer service and early arrears enquiries.

E Commerce 52

E Commerce Connections 2011 E-support 52

InMoment XI

MAY 23, 2023

At Forrester CX EMEA, we heard from InMoment client Aegon, a Dutch public company for life insurance, pensions, and asset management. Aegon are certainly delivering on this agenda and are continuing to succeed by connecting people and processes across the entire organisation to achieve shared goals and focus on growth.

Customer Centricity 260

Customer Centricity Workshop Culture Insurance 260

Lithium

JUNE 17, 2021

As community managers (CMs) on the Khoros Strategic Services team, our job is to help brands create meaningful connections and trusted communities for their customers. Suffice to say, when we invest so much in creating connections for others, it can be difficult to invest in our own relationships with our personal communities.

Connections 52

Connections Management Brands Events 52

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. A YouTube on Hallmark Business Connections.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Happy or Not

FEBRUARY 2, 2023

By connecting customer feedback to your target audience’s demographic data. Sørensen, Operations and Business Development Manager at XXL Sports & Outdoor. When a person gives feedback on a Smiley Touch, the built-in camera detects a person present and the AI-powered facial analysis software estimates the age group and gender.

Connections 73

Connections Feedback Apparel Sports 73

One Millimeter Mindset

SEPTEMBER 15, 2021

Are you comfortably connecting strategic value dots across your organization? If you are really, really comfortable connecting those dots, you may not be providing the robust yet nimble business outcomes you target. When you become too comfortable in your professional role, you default to connecting strategic value dots linearly.

Connections 95

Connections Innovation Leadership Consulting 95

InMoment XI

MARCH 6, 2024

With customer experience management emerging as a key growth strategy for companies across a wide variety of industries, the importance of delivering great experiences cannot be understated. To truly drive growth, companies must manage the entire customer experience and offer next-level support.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

Lithium

JULY 31, 2023

AI-enhanced moderation: Supercharge community management with workflow automation, organization, and AI-driven content filters that let you spend more time on strategy and less on routine tasks. Elevated insights : Surfacing insights is easier and more enjoyable with a wholly redesigned Analytics app within Administrator Settings.

Presentation 52

Presentation ROI Insights User Experience 52

ShepHyken

JULY 19, 2023

At a recent customer service presentation, the speaker who preceded me said that we must do better than simply meeting our customers’ expectations, and he shared some stories of truly amazing service experiences. Connect with Shep on LinkedIn. Then it was my turn to speak.

Management 62

Management Workshop Customer Expectations Customer Service Training 62

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Let’s explore customer experience management (CEM), its pivotal role in shaping customer lifetime value , and strategies for measuring the return on investment of CX initiatives. Is this the same as Customer Relationship Management, or CRM?

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Kustomer

DECEMBER 17, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Sioban Massiah from Twitter to discuss the Power of Connection and how to retain customer loyalty. Learn how Sioban connects with customers by listening to the podcast below. Growing Your Connection to Retain Business.

Connections 80

Connections 2008 Loyalty Events 80

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Customer Bliss

JANUARY 17, 2019

Lisa shares with us how she used her background in consulting and change management to help lead the company’s CX efforts. Connect Employees to the Customer. How do you connect employees to each other? How do you connect employees to the customer? And how do you connect employees to your mission?

Connections 190

Connections Chief Customer Officer 2006 Banking 190

Customer Bliss

JANUARY 14, 2016

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work.

Connections 146

Connections 2007 2011 Customers 146

Customer Bliss

JANUARY 14, 2016

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work.

Connections 141

Connections 2007 2011 Customers 141

UJET

MARCH 17, 2020

But even with a dispersed team, managers and supervisors can ensure that agents are providing the expected high-quality support to maintain positive customer experiences. Here are five tips to manage your remote customer support agents. It also gives agents a set time to present any questions, comments, or concerns.

Management 121

Management Communication Contact Center Customer Satisfaction 121

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Or, job interviews, conference presentations, grant applications, engineering RFPs and RFQs. Consequently, you are disappointed when employees and clients do not know what to do with the information you present. Yet, this strategy is underutilized.

Connections 66

Connections Engagement Workshop Presentation 66

Lumoa

SEPTEMBER 8, 2021

The most successful companies require next-generation customer experience management tools and strategies to analyze all data points in real-time and provide up-to-date, actionable insights faster across all teams in your organization. But surveys do have a place in your Customer Experience Management program.

Customer Experience Management 83

Customer Experience Management CEM Customer Experience Management 83

Kustomer

JULY 18, 2022

The benefits of upgraded customer relationship management (CRM) software are immeasurable. By intentionally connecting your CRM and chatbots — two crucial elements of your CX strategy — you’ll allow your support to team to increase productivity and bolster customer relationships.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Customer Enthusiast

APRIL 19, 2024

Whenever I present to managers about articulating and revealing guiding statements, organizational purpose, or core values to frontline staff and connecting them to their daily work activities, I get the question, “What if they don’t buy in to these corporate ideals?” … Continue reading "Buying in to purpose" Source

Presentation 62

Presentation Connections Management Leadership 62

Bill Quiseng

DECEMBER 6, 2023

EMOTIONAL CONNECTION To earn employee loyalty, don’t get inside their heads. Create an emotional connection. The more emotional the connections, the more memorable the experiences, and the more loyal the employees are. Your people have an emotional connection. The best managers are passionate about what they do.

Leadership 158

Leadership Engagement Financial Loyalty 158

ProProfs Chat

MAY 6, 2020

Though there is nothing wrong with the rise in the popularity of remote working, managing remote teams makes the job of a manager challenging. But then again, is managing remote teams similar across various departments? What makes managing a remote customer service team so daunting? How Do You Motivate a Remote Team?

Management 108

Management Customer Service Communication Customers 108

Storyminers

FEBRUARY 24, 2021

Storytelling is not a new phenomenon at all – it’s just that ‘management’ is never looked upon with a storytelling angle. You need to be able to get people to connect with it, and also, help them connect the dots. CREATING SOMETHING LIKE A VISION WITH STORYTELLING IS AT LEAST THINKABLE – BUT MANAGING AND DRIVING CHANGE?

Management 69

Management Leadership Presentation Culture 69

ShepHyken

AUGUST 1, 2023

They do short write-ups and share them with their managers. The client referred to this as “the most thoughtful and creative present” he had ever received! That’s why her title is “relationship manager.” Connect with Shep on LinkedIn. Here is a great example of the power of this exercise and impress your customers.

Hotels 117

Hotels Travel Workshop Reference 117

CSM Magazine

JUNE 27, 2023

By utilising the expertise of event management services , businesses can make sure that their essence is seamlessly woven into every aspect of the day, from the first invitation to the follow-up. To do this correctly, communication between the event management team and the representative company is essential.

Events 52

Events Brands Management Seminar 52

Russel Lolacher

DECEMBER 30, 2019

Below I’ve included 20 suggestions in those three areas to help you build stronger connections for you, your organization and those you serve. Learn to be a better presenter. Connect the work you do to its beneficial impact on others. Use a customer relationship management tool. Try to be a little better, every day.

2020 58

2020 Connections Leadership Customer Relationship Management 58

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Integrity Solutions

FEBRUARY 27, 2023

Great sales managers are required to become great coaches. Great sales managers know that everyone in their organization takes a cue from them. In many sales organizations, managers who rise up through the ranks view themselves as “super reps”—but they would do better to become super coaches instead.

Sales 62

Sales Management Culture Leadership 62

Customer Bliss

AUGUST 23, 2018

In today’s conversation with Anand Sampat , the head of customer experience for c2c , a public London commuter train that services 40,000 daily commuters, we discuss how he manages the customer experience for a service that so many people rely on. 5 Steps to CX Management in the First 3 Months of Your Leadership Role.

Transportation 129

Transportation Management Chief Customer Officer Roadmap 129

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! When you only have a small amount of feedback to sift through, manual analysis works well, and keeps you connected to your users.

Feedback 71

Feedback Management Net Promoter Score Roadmap 71

CSM Practice

APRIL 13, 2021

Being a Customer Success Manager (CSM) is a non-stop learning process that requires hands-on management at every stage. To add, a customer success manager needs to learn their customer’s product or service. What is a Customer Success Manager. What makes a good Customer Success Manager? A CSM is also a communicator.

Customer Success 52

Customer Success Management Customer Retention Customers 52

BlueVenn

FEBRUARY 9, 2024

OL Connect Integrations Webinar Series OL Connect Functions OL Connect helps users create, manage, distribute, and automate transactional and promotional documents while solving the challenge of integrating systems. Presentation slides (in […]

Connections 52

Connections Webinar Document Presentation 52

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. At Enterprise Connect, Genesys will show why omnichannel will be the standard in customer experience excellence and how companies can move toward an Omnichannel Engagement Center solution.”.

Omnichannel 40

Omnichannel Connections 2016 Contact Center 40

Daniel Group

NOVEMBER 30, 2022

Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Our keynote speaker, Fred Reichheld , presented a new way of evaluating the financial impact of better CX. Marty Yuzwa, Six Sigma Manager at Ohio Machinery. Who was there?

2022 98

2022 NPS Net Promoter Score Presentation 98

Customer Enthusiast

MARCH 31, 2023

Last month, I presented to a group of hotel general managers. These were the presentation’s three main objectives: Reveal the totality of employees’ job roles. Connect daily work activities to the higher purpose of the job role. Inspire greater employee engagement.

Customer Service 62

Customer Service Hotels Presentation Connections 62

SurveySensum

JULY 12, 2019

Customer experience management is crucial for your business. Future is demanding and present era is flooded with unstructured data from various online or offline sources! Contact our Customer Experience (CX) experts to get Ai-enabled experience management for your business! ?. -->. Highly important.

Customer Retention 68

Customer Retention Customer Experience Management Customer Experience Management 68

ShepHyken

AUGUST 8, 2023

The employee experience is an important experience to manage. We must manage the DX if we want our customers to have a good CX.  These got my imagination going, and I decided to share a few others that I’ve come up with: NX is for the nap experience. Connect with Shep on LinkedIn. DX stands for digital experience.

Workshop 117

Workshop Customer Service Training User Experience Presentation 117