CSM Magazine

MARCH 9, 2023

Despite this, customer experience remains key, with one Ipsos survey reporting that a huge 85% of online shoppers would not return to an ecommerce vendor who had provided poor service. There are situations where service standards drop – it’s a given in any industry – but those drops being only infrequent is crucial.

Customer Service 52

Customer Service Social Media Customer Service Training Communication 52

ShepHyken

OCTOBER 19, 2020

Each week I read a number of customer service and customer experience articles from various resources. What Is Voice of the Customer and What Does it Mean for Customer Experience? My Comment: My buddy and fellow CX expert, John DiJulius, puts on an amazing customer service and CX conference every year.

Article 78

Article 2020 Customer Service Voice of Customer 78

ShepHyken

MAY 12, 2019

Each week I read a number of customer service and customer experience articles from various resources. LinkedIn) When it comes to the strategic decisions that will help you thrive as a company, a positive experience is not the only factor that will make customers choose you, or stay with you. Follow on Twitter: @Hyken.

2019 93

2019 Article Loyalty Programs Customer Service 93

Second to None

MARCH 29, 2019

We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few. Say that you want to invest in a new training program for your customer service team in an effort to increase the efficiency of service.

ROI 86

ROI Measurement Net Promoter Score Effort Score 86

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. It’s great to have friendly customer service employees.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. It’s great to have friendly customer service employees.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adam Toporek.

Customer Service 59

Customer Service Customer Experience Magazine Books 59