CSM Magazine

APRIL 29, 2024

More likely, what those people actually are telling you is that, even when they make a mistake, they won’t own it. Owning our mistakes is a critical step in service recovery—and service recovery is critical to the success of your business, no matter what that business is. Then act quickly.

Airlines 104

Airlines Hotels Customers Management 104

ShepHyken

JUNE 8, 2022

I don’t know if it’s true, but it doesn’t matter. A colleague looked up from far below and shouted, “Why are you so concerned about painting that little leaf? The point is that the smallest details matter. Even if they don’t matter to the customer, they should still matter to you.

Customer Confidence 128

Customer Confidence Customer Service Training Customer Service Customer Focused 128

Experience Investigators by 360Connext

MARCH 30, 2021

If you’d like to watch the full video, I’ve embedded it at the bottom of the article. What happens if you don’t pay attention to the details of the experiences customers are having with your brand? It’s won’t necessarily ruin your day. Do Micromoments Really Matter? To consider micromoments.

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. How can you say something is important if you don’t invest in it? or “let’s start a Voice of the Customer program!”.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1. Challenge #2.

Sports 143

Sports Customer Journey Mapping ROI Return on Investment 143

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You have to compete on service.”

Hospitality 75

Hospitality Exceptional Customer Service Hotels Travel 75

ShepHyken

NOVEMBER 21, 2023

If it’s working fine, why mess with it? Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better. So, you have two choices: Do it the way you’ve always done it. Don’t question it. If it works, don’t try to change it. This story has at least two lessons.

Airlines 84

Airlines Workshop Customer Service Training Customer Service 84

Magellan Solutions

APRIL 3, 2024

It also boosts the number of people buying your stuff by 40%. Exceptional customer service is essential for staying competitive. Customers expect convenient, affordable, and 24/7 support. With BPO chat support, your customers can receive instant assistance through a user-friendly chat interface 24/7 at an affordable cost.

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

Experience Investigators by 360Connext

SEPTEMBER 21, 2021

It’s easy to think that if we’re neglectful toward our customers, it must be through some negative action. But the most common type of customer neglect we see is simply the lack of attention paid to putting the customer first. Your customer has expectations from your brand throughout their journey.

Customer Journey 373

Customer Journey Reference Customer Journey Mapping Brands 373

BlueOcean

MARCH 31, 2022

Companies of all sizes can benefit from workforce planning that puts exactly the right resources in place at the right time, doing the right things to deliver on an excellent customer experience. In the post -game press conference, the rookie Butler made it clear he didn’t just get lucky. Practice Makes (Almost) Perfect.

Contact Center 296

Contact Center Sports Management Customer Care 296

ShepHyken

OCTOBER 30, 2023

Top Takeaways: The hospitality mentality is key to creating a great customer experience in any type of business. Industries like hotels, restaurants, and cruise lines excel in this area because they live with their customers 24/7, which creates a unique dynamic for delivering outstanding service. You have to compete on service.”

Hospitality 67

Hospitality Exceptional Customer Service Hotels Travel 67

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. I truly appreciate it.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Beyond Philosophy

APRIL 18, 2024

So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. It’s called Discount Tackle, and the manager knows me. It also tells you how you relate to others who listen to similar things.

Advertising 78

Advertising Technology Brands Interaction 78

Customer Bliss

APRIL 23, 2021

Global Gurus’ list for World’s Top 30 Customer Service Professionals for 2021 came out recently, and I wanted to use it as an opportunity to highlight some of my friends and colleagues who are not only on the list, but who have shared their wisdom on my podcast. (And, There’s a lot to trust. So help me God.’

Customer Experience 273

Customer Experience Books Consulting Sports 273

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff!

Customer Focused 208

Customer Focused Customer Centricity Call Center Workshop 208

Bill Quiseng

JUNE 14, 2023

Once every week throughout June, I offer each one of the Three Principles to Build Customer Loyalty. QUI Takeaway: Customers pay for their experience, not your product or service. Customers seek the best emotional value in their experience, not your logically reasonable price, product, or service.

Hotels 109

Hotels Loyalty Touchpoint Customer Expectations 109

Beyond Philosophy

JUNE 24, 2023

You wouldn’t think to look at it that The Magic Castle hotel in Los Angeles has been ranked in the top ten hotels on TripAdvisor, but it has. A converted apartment building has turned its unassuming appearance into an excellent experience for its guests, and how they do it isn’t that big of a thing, quite the opposite.

Hotels 78

Hotels Customer Satisfaction Customers Connections 78

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. “Their people just get it! . “Their people just get it!”

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

ShepHyken

MAY 4, 2022

If it was a child with a cute sweatshirt, she commented on that. If it was a gentleman in a coat and tie, she commented on his tie. She was the perfect frontliner for American Airlines – or for that matter, any type of business. . Here’s the thing about compliments: . Here’s the thing about compliments: .

Airlines 128

Airlines Customer Service Training Presentation Engagement 128

Experience Investigators by 360Connext

APRIL 13, 2021

Customer experience leaders often talk with confidence about their Voice of the Customer (VoC) programs. They boast about how often they survey customers, collect feedback via fancy technologies, and produce reports with color-coded graphs. Customer interviews can be a key step in: Customer Journey Mapping.

Customer Journey Mapping 291

Customer Journey Mapping Customer Journey Feedback Brands 291

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. It looks to me like an old apartment complex that was painted yellow and converted into a hotel. So, by the looks of it, at least, it’s nothing special.

Hotels 78

Hotels Fashion Workshop Government 78

Experience Investigators by 360Connext

MARCH 3, 2020

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. And yet, 86% of senior-level marketers believe it’s very important to create a cohesive customer journey. Dig into those moments that matter!

Customer Journey Mapping 250

Customer Journey Mapping Customer Journey Innovation Touchpoint 250

TechSee

MARCH 17, 2021

If there’s one feeling consumers have grown familiar with in their dealings with the telecom industry, it is – by all accounts – frustration. It’s the same old song and dance, which is probably why the telecom industry consistently ranks as one of the most hated by consumers. Contactless Service by Telecoms.

Wireless 164

Wireless Competitive Advantage Consumers Technology 164

CX Accelerator

APRIL 1, 2022

I can remember it well. After service had been restored, I got a call from a customer. It just so happened to be from a customer to whom I had issued a service credit just a day earlier in hopes of restoring his confidence in our company. I depend on your service to run my business so I need it to work.

Contact Center 266

Contact Center Communication Connections Customers 266

ShepHyken

NOVEMBER 25, 2020

Always thinking about how everything in life ties to customer service, I wondered, “What is a good recipe for customer service?” As with any good recipe, feel free to spice it up a little! The Right Culture : This is where it starts. Without it, people say, “I don’t like doing business with them.

Customer Service 144

Customer Service Leadership Customer Service Training 2020 144

Zeisler Consulting

JANUARY 9, 2024

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. a failure of CX).

Contact Center 93

Contact Center Customer Care Article Brands 93

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Here are my top five picks from last week.

2024 59

2024 E Commerce Article Customer Service 59

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. Follow these tips to perfect the customer service email, and boost your brand’s identity in the process.

Customer Service 173

Customer Service Brands Customer Retention Customers 173

Magellan Solutions

APRIL 11, 2024

million online stores on Shopify , excellent customer service is crucial to standing out. With Shopify telephone support, you can elevate your customer experience and ensure shopper satisfaction, making your store a preferred choice among millions of others. Hey there, fellow Shopify merchants! With over 1.75

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

Kustomer

OCTOBER 28, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Phil Irvine. In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by two other CX pros at Kustomer – Gordana and Chad. Let’s Hear it for Customer Service Week!

Customer Service 98

Customer Service Customers Interaction Culture 98

Beyond Philosophy

AUGUST 20, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared. .

Transportation 349

Transportation Information Technology Consulting 349

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. It is in analyzing and applying the data where companies typically miss the mark.

Customer Service 98

Customer Service Call Center Contact Center Measurement 98

ChurnZero

JUNE 2, 2021

How does your company stack up to its peers in this regard? Lessons learned over the last year from the Customer Success community. Lessons learned over the last year from the Customer Success community. If you missed the webinar, you can watch it on-demand. The cool thing is that there’s tremendous upside.

B2B 98

B2B Webinar 2004 2020 98

BirdEye

OCTOBER 26, 2023

They are a powerful tool for businesses to gain credibility, build trust, and promote their products and services. Positive reviews create a sense of social proof, making it more likely for others to buy, while negative reviews repel. She started using it for online reputation management in multifamily housing.

Brands 115

Brands Multi-Channel Consulting Demo 115

CSM Magazine

APRIL 16, 2024

Well, on-demand services offer a lifeline for the perpetually busy. Stick around as we comb through these twelve tips on using real-time services to efficiently manage your busy lifestyle. Stick around as we comb through these twelve tips on using real-time services to efficiently manage your busy lifestyle. How do you keep up?

Management 52

Management Transportation Travel Customer Service 52

Zeisler Consulting

JANUARY 23, 2024

I know I rail on about VoC (truth be known, that’s not my strongest topic of expertise; I’m much more of a Process Engineer)…Sure, VoC and Customer Insights inform the work we do to improve and better align our Customers’ Experiences with our Brand Promise, but it’s really just the first step. Okay, that makes sense.

Events 93

Events Connections Feedback Brands 93

SurveySparrow

NOVEMBER 28, 2023

Customer satisfaction is the holy grail now. And the Kano Model stands out as a powerful tool for prioritizing features that truly matter to them. But what exactly is the Kano Model, why is it used, and how can it elevate your business game? Your customers expect a tasty meal—nothing fancy, just good food.

Customer Satisfaction 52

Customer Satisfaction Workshop Roadmap Customer Expectations 52