CSM Magazine

NOVEMBER 2, 2023

The two organizations seek to leverage state-of-the-art technology to transform employee training within the customer experience industry. This partnership marks a significant milestone for both companies in their commitment to elevate customer service training through cutting-edge solutions.

Customer Experience 52

Customer Experience Telecommunications Customer Service Training Insurance 52

ShepHyken

DECEMBER 3, 2023

My Comment: When our clients are interested in our customer service training for their “new” customer service/CX initiative, they are excited and ready to start. Used the right way, it may even help you create more tailored and personalized customer experiences! Does no one want to see change?

Article 61

Article Customer Service 2023 Loyalty Programs 61

ShepHyken

DECEMBER 7, 2020

Giving the customer a self-service experience, which goes beyond customer service/support, but is baked into the entire buying process, is a good place to start. Top Retail Trends and Innovations That Drive Better CX by The CX Insights. The first trend is about health and safety. And there are nine more!

Article 149

Article 2020 Customer Service Loyalty Programs 149

ShepHyken

SEPTEMBER 10, 2023

How the ‘Zero Consumer’ is Inspiring Innovative Visual Imagery for Retail Success by Peter McCall (Total Retail) Consumers’ shopping expectations have skyrocketed. My Comment: If a post goes “viral” and brings a lot of attention to a company or brand, there is an opportunity for customer acquisition.

Article 82

Article 2023 2028 Customer Service 82

ShepHyken

OCTOBER 23, 2023

When customers know you care, you create an emotional connection that fosters trust and loyalty. Trust is the difference between a satisfied customer and a loyal customer. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Article 65

Article Customer Service 2023 Contact Center 65

ShepHyken

MAY 28, 2023

Another intriguing thing about this article was the author’s take on the difference between Customer-Centric and Customer-Driven. 5 Ways to Fuel a Winning Customer Experience in Travel by Allianz Partners (PhocusWire) The best way to stand out is to get personal – often starting before the customer even books.

2023 65

2023 Article Customer Service Books 65

ShepHyken

FEBRUARY 22, 2021

Some interesting commentary that should make you realize just how important that is to today’s customer experience. The state of customer-centricity after a year of monumental change: Predictions for 2021 and beyond by Greg Heist. Retail Customer Experience) Greg Heist, chief innovation officer at Gongos, Inc.,

2021 142

2021 Article Customer Service Customer Centricity 142

ShepHyken

FEBRUARY 19, 2018

My Comment: What I like about this article is that it is a reminder that creating a customer-focused culture, and that includes customer service and CX, starts with the top in the C-Suite with leadership defining the CX vision. When Customer Service Automation Goes Off the Rails by Don Fluckinger.

2018 83

2018 Article Customer Service Social Media 83

Magellan Solutions

MAY 3, 2022

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Telefónica.

Call Center 81

Call Center Telecommunications Banking Financial 81

ShepHyken

APRIL 18, 2022

inflation (or higher depending on your source of info), Americans can be divided into three groups: 1) convenience shoppers who value the experience over price and buy less than 40% of their purchase on sale, 2) bargain shoppers who buy more than 40%, and 3) part-tie bargain shoppers who fall in the middle. by Annette Franz. (CX

Article 71

Article 2022 Customer Service Retail 71

ShepHyken

MAY 4, 2018

The digital marketer may see the website as the key to producing a great customer experience, while the customer service pro may see training and culture as the keys to customer experience. Improved customer service training. Before the Sale. Otherwise, there will be no sale.

Blog 81

Blog Customer Experience Advertising Sales 81

ShepHyken

DECEMBER 9, 2019

My Comment: Innovation expert Josh Linkner moved into the customer service/experience area with this excellent article about creating (irresistible) value for customers. You’ll find 10 questions that will make for a lively discussion on how you can innovate and improve the value you offer.

Article 71

Article 2019 Customer Service Airlines 71

ShepHyken

OCTOBER 2, 2017

(FitSmallBusiness) Customer centric businesses invest the whole team focus on supporting their prospective and existing customers. This doesn’t just mean sales and customer service, but accounting, marketing and other departments as well. My Comment: Thomas A. Great concepts here. Follow on Twitter: @Hyken.

2017 83

2017 Article Customer Service Customer Journey Mapping 83

ShepHyken

JUNE 25, 2018

(Forbes) According to the Center for Retail Management at Northwestern University, up to 15% of a business’s most loyal customers account for 55% to 70% of a company’s total sales. For this reason alone, it is imperative that you make your first impression with a customer count. My Comment: “Don’t delight the customer!”

Article 85

Article 2018 Customer Service Loyalty 85

Ecrion

JULY 14, 2020

One employee may be more skilled at calming angry customers down, while another excels at finding solutions to obscure problems. So why do companies use a one-size-fits-all approach to training these employees? As we move into the future, customer service training will become more personalized.

Communication 92

Communication Technology Customer Service Social Media 92

Integrity Solutions

OCTOBER 27, 2021

The bottom line is (literally and figuratively) no matter how great your product offerings are, in a world where customers have more information available at their fingertips, more options available to them and more ways to vent their frustrations publicly, you can’t afford to drop the ball on service. Customers want empathy.

Customer Service 67

Customer Service Banking Customer Service Training Culture 67

Integrity Solutions

JULY 9, 2019

It doesn’t matter how great your company’s system is or how many innovative features it has; the true differentiating factor is a salesperson who understands and can address this manager’s deeper concern, which is a need for validation and security that he’s making a choice that’s going to make him look good.

Loyalty 53

Loyalty Sales Customer Centricity Culture 53

Second to None

MARCH 29, 2019

Will it increase sales? Increase customer spend? In the case of the new customer service training program in our example (an investment aiming to increase customer satisfaction), you would want to look at frequency of purchase or the average spend per customer. Decrease cost?

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Magellan Solutions

MAY 6, 2020

To resolve this concern, many businesses opt to call center outsourcing — the process of subcontracting customer care services , sales/telemarketing functions , and market research to a service vendor. The patterns and needs of customers dictate the direction of the market. Telefónica.

Call Center 52

Call Center Telecommunications Banking Financial 52

Comm100

DECEMBER 14, 2017

The reason for this is that customer expectations are constantly rising – and what’s seen as exceptional service today, may not be the exceptional service of tomorrow. Businesses need to keep innovating and improving their service, or risk being left behind.

Customer Experience 94

Customer Experience ROI Metrics Net Promoter Score 94

Service Untitled

JUNE 5, 2012

Consumers are the ultimate decision makers when it comes to what they believe to be a great buying experience, and as entrepreneurs and innovative business owners there is the constant challenge to present customers with the most convenient and innovative ways and technologies to deal with consumer needs. In 2011, over 72.6

Customer Service 81

Customer Service 2011 Consumers Customer Service Training 81

ShepHyken

APRIL 24, 2023

Fellow customer experience expert, Dan Gingiss, takes this concept to the business world and recommends we start a CX Spring Cleaning Project with plenty of ideas on how to do so. Branding allows you to differentiate yourself from your competitors and show how committed you are to your customers. It has also sparked anxiety.

Article 13

Article Customer Service Loyalty Programs 2023 13

Service Untitled

MAY 6, 2013

The ultimate success of a company is predicated on exceptional customer service experiences. For post-sales service, Consumer Reports ranked Apple Customer Service ahead of other companies for best PC tech support with the company scoring an 86 out of a possible 100 points. P PRESENT. L LISTEN.

Consumers 82

Consumers Customer Service E-support Exceptional Customer Service 82

Stella Connect

FEBRUARY 20, 2018

Customers rarely experience the joy of interacting with cheerful, confident, high-performing agents who’ve been around a while—and who know how to turn great service into immediate and future sales. But for fast-growing companies trying to scale their customer service teams, the costs are far too high.

Contact Center 40

Contact Center Culture Connections Customer Service Training 40

ShepHyken

JUNE 5, 2023

But when reducing overall costs, executives believe customer support just gets a trim — a little off the top — and as a result, won’t suffer any serious consequences. To them, it’s nothing sales can’t smooth over with a steak dinner and a $300 bottle of wine. Connect with Shep on LinkedIn.

Article 15

Article Customer Service 2023 Retail 15

ShepHyken

OCTOBER 16, 2023

What Is Good Customer Service: A Detailed Guide by Salesforce Staff (Salesforce) Customer service is any interaction, online or off, that a customer or prospect has with your company. It includes the entire experience, from initial contact to final sale and beyond. Connect with Shep on LinkedIn.

Article 13

Article Customer Service 2023 Customer Centricity 13

ShepHyken

NOVEMBER 28, 2022

To reverse this trend, many companies are now strategically leveraging all parts of their organizations to offer customer-centric approaches to increase customer satisfaction. But do the potential benefits of the CEO as customer service rep outweigh the potential drawbacks? Follow on Twitter: @Hyken.

Article 13

Article 2022 Customer Service Contact Center 13

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

SmartKarrot

FEBRUARY 15, 2022

Through her ‘The Modern Customer’ Podcast, Morgan aims to provide detailed insights about customer-focused digital transformation. Bob Thompson has a wealth of expertise in customer-facing areas such as customer service and sales. Bob Thompson. Evan Shumeyko. Lincoln Murphy. Pete Abilla. Richard Branson.

2022 10

2022 Customer Service Social Media Customer Centricity 10

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

He has appeared in over 150 media and is regularly cited as a top customer experience thought leader. In addition to his customer experience work, Adam is an angel investor with an interest in entrepreneurs who disrupt the status quo through innovation. Adrian Swinscoe. Barry Dalton. Bob Thompson.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ShepHyken

JANUARY 15, 2018

Richard Branson’s Virgin Unite has won the hearts (and dollars) of tens of thousands of customers because they like being a part of that “bigger cause.” ” This article points out the importance of making philanthropy a part of the customer experience. ” Today it’s not the “new marketing.”

Article 0

Article 2018 Customer Service Banking 0

Help Scout

DECEMBER 29, 2018

There are certain customer service skills that every employee must master if they are forward-facing with customers. Without them, you run the risk of finding your business in an embarrassing customer service train-wreck, or you’ll simply lose customers as your service continues to let people down.

Customer Service 40

Customer Service Net Promoter Score Customers Download 40

LiveChat

AUGUST 26, 2016

My advice here is to pay extra attention to traits during the interview/trial period and facilitate customer service training opportunities for the necessary skills later down the line. In the eyes of the customer, the channel they like the most is the channel they will use to get something sorted out.

Definition 52

Definition Customer Service Multi-Channel Customer Satisfaction 52