CSM Magazine

FEBRUARY 28, 2024

Today, as the CEO, I’m proud to lead a company that manages more than 500 enterprise brands globally, helping some of the world’s largest companies deliver exceptional customer experiences. From day one, the goal was clear – solve problems for customers and agents by leveraging technology in innovative ways.

Leadership 52

Leadership 2024 Innovation 2017 52

Beyond Philosophy

APRIL 11, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The funny thing is that sometimes that motivation is hidden, even from the customer.

Books 78

Books Customers Insights Marketing 78

ShepHyken

MARCH 30, 2021

The Most Powerful Marketing Tool is a Happy Customer. How to create a 5-Star Experience for Your Customers Every Time. Shep Hyken interviews Adele Gutman Milne , Culture and Guest Experience Expert. Our teams are full of talent that we can use if we invite them to collaborate. Shoot for the stars.

Hospitality 140

Hospitality Guest Experience Advertising Culture 140

ChurnZero

MARCH 10, 2022

Online Customer Success communities are excellent places to gain fresh perspectives, stay on the pulse of industry trends, learn from seasoned Customer Success professionals and other SaaS experts, and have conversations with like-minded folks. Customer Success communities are the discerning CS professionals’ secret weapon.

Customer Success 98

Customer Success Sports Leadership B2B 98

Customer Bliss

MAY 3, 2016

In this episode, Scott Dille of Northern Trust discussed his unusually broad Customer Executive Leadership role, and his path for leading an experience transformation. Scott is senior vice president of both partner (employee) and client experience. Improving the partner and customer experience. Episode Overview.

Chief Customer Officer 185

Chief Customer Officer 2007 Leadership Books 185

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Kustomer

MARCH 10, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen dives into why CX efficiency is a must for any company that wants to be successful, especially in the time of the modern customer. Tune in to the full podcast to learn more so you can be prepared for any situation.

Customer Service 98

Customer Service Omnichannel Customers Events 98

West Monroe

JUNE 5, 2023

Subscribe Spotify Apple Podcasts Google Podcasts iHeart Stitcher Pandora Group Copy Created with Sketch. Email LinkedIn Twitter icon Facebook printer copy Print this page Listen to "Can the Nation's Largest Utility Company Match Amazon's User Experience?" on Spreaker. How do they keep up? You touched on cyber and cybersecurity.

User Experience 52

User Experience 2023 Healthcare Government 52

CustomerSuccessBox

SEPTEMBER 20, 2021

The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. And Podcasts are a great way to learn about the CS industry, who the major players are, and what they’re doing. So here’s an ensemble of the top 9 customer success podcasts that one needs to subscribe to.

Customer Success 52

Customer Success B2B NPS Customers 52

Playvox

APRIL 25, 2023

Experts predict that using remote and hybrid contact center agents will remain a cost-effective, efficient solution for delivering outstanding customer support well into the future. This staying power means that those in charge of delivering customer experience (CX) need to rethink how they deliver remote training.

Contact Center 79

Contact Center Measurement Feedback 2022 79

BirdEye

FEBRUARY 13, 2024

For example, its AI-powered tool, BirdAI , can manage customer feedback and reviews without you having to spend extra time on it. With nearly 50% of people being unclear about the benefits of chiropractic care, the importance of chiropractor marketing cannot be overstated. Table of contents Why do chiropractors need marketing?

Marketing 58

Marketing Social Media Healthcare Multi-Channel 58

Kustomer

NOVEMBER 9, 2023

In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. Customer expectations are rising, technology is advancing at an unprecedented pace, and the intersection of artificial intelligence (AI) and customer experience (CX) is where the future is being defined.

2023 52

2023 Events E Commerce Blog 52

Customer Bliss

FEBRUARY 23, 2017

I blog ( and podcast ) a lot around customer experience, and I’m usually on the go working with clients or at conferences/speeches/etc. Sometimes, though, a micro-case study in customer experience drops right into my lap. We use it on this blog and on my podcast too. Amazing customer experience.

Social Media 100

Social Media Travel Blog Definition 100

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

2024 52

2024 Customer Success 2023 Leadership 52

Kustomer

DECEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Chris Warticki from Epicor to discuss meeting customer service expectations with balance. Learn how Chris balances customer satisfaction by listening to the podcast below.

Customer Satisfaction 85

Customer Satisfaction Definition Customers Presentation 85

Beyond Philosophy

OCTOBER 25, 2019

was our guest on a recent podcast to talk about the secret to Airbnb’s success. was our guest on a recent podcast to talk about the secret to Airbnb’s success. As a certified Customer Experience Professional, he helps organizations and leadership change to improve their experience for their team members and customers.

Hotels 104

Hotels Travel Hospitality 2019 104

Customer Bliss

MAY 31, 2016

Curtis was deeply embedded with customer experience at Alaska Airlines before moving to Premara Blue Cross. We discuss the value of building bridges, listening tours, asking the right questions, using analytics wisely, and how conversations drive customer experience. . About Curtis . It’s not just a Kumbaya circle.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

SurveySparrow

OCTOBER 25, 2023

Brand Name A brand name is like the first handshake with your customers. A powerful brand name can make your business memorable and help it stand out in a crowded market. A powerful brand name can make your business memorable and help it stand out in a crowded market. It is about understanding your customers inside and out!

Brands 52

Brands Marketing Social Media Connections 52

Customer Bliss

FEBRUARY 14, 2017

I’m always talking to people in customer experience roles about the importance of executive buy-in. Now everyone is ideally on the same page, and making decisions that benefit a customer-driven growth engine. In this Blake Morgan article on Forbes entitled “Customer Experience: Why Now?”

Leadership 137

Leadership Customer Experience Management Customer Experience Article 137

Beyond Philosophy

APRIL 23, 2020

We discussed the significance of the Endowment Effect in a recent podcast. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation. The Endowment Effect can significantly affect your customer-driven growth on both sides of the customer and brand equation.

Consulting 179

Consulting Customers Measurement Reference 179

Customer Bliss

NOVEMBER 22, 2016

She spent 27 years in different leadership roles at Dow Corning, ultimately becoming the Vice President of Customer Experience and Customer Service. She then became Head of Global Patient Experience for Abbvie. I thought that would be interesting to discuss in a podcast. Carol Pudnos is one of those. About Carol.

Chief Customer Officer 141

Chief Customer Officer Leadership 2017 Metrics 141

Forrester

APRIL 10, 2015

On a recent podcast with my colleagues Deanna Laufer and Sam Stern , I was asked about the difference between business-to-consumer ( B2C ) and business-to-business ( B2B ) customer experience ( CX ). Customer Experience'

B2B 104

B2B Customer Experience B2C Interaction 104

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Article Customers Presentation 67

Beyond Philosophy

JUNE 18, 2021

There are various ways, such as running promos like “buy one, get one free,” or branding it into your customers’ minds like “everyday low prices.” We discussed the tactics and pitfalls of pricing strategy in a recent podcast. What tactics do you use in your pricing strategy?

Reference 88

Reference Retail Sales Brands 88

C Space

MARCH 7, 2019

In my role as Chief People Officer, I’m committed to fostering a collaborative, diverse, and inclusive culture. Err on the side of culture. In a relentless bid to revamp their company culture, leaders often find themselves trying to solve problems that may not need solving. What if leaders looked at things differently? Culture is fluid.

Culture 80

Culture Apparel Retail Advertising 80

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Download three podcast episodes at the beginning of every week. Podcasts for Product Managers. That’s a lot to keep up with.

Books 80

Books Blog Management Leadership 80

BirdEye

MAY 3, 2023

B2B and B2C marketing channels need customized approaches for best results in terms of language, creative design, brand positioning, messaging, etc. When done correctly, both are great for developing customer relationships, building trust in your brand, and getting high-value conversions.

Marketing 98

Marketing Social Media B2C Multi-Channel 98

SurveySparrow

APRIL 11, 2021

The nurture marketing definition says- “Marketing by constantly engaging with the clients” It is considered to be an extremely effective strategy if you want to convert your leads into customers. . You gain your prospective customer, aka buyer’s trust, move them from the top of the funnel to its bottom.

Social Media 98

Social Media Metrics Webinar Demo 98

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Annette Franz. Why we love Augie: He’s the Sr.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

SurveySparrow

FEBRUARY 9, 2024

Every customer who comes to you has a unique story that influences their journey and impacts their purchase decision. For some, it could be the desire to find an alternative or enhance an already existing experience. Now, it’s your call – how do you make their customer journey as pleasant and efficient as possible?

Customer Journey 52

Customer Journey Marketing Social Media Brands 52

Gainsight

JUNE 2, 2022

Now, the experience is back! One of the best parts of the in-person experience of Pulse is the caliber of speakers that are present to share their knowledge and expertise with us all. Gainsight is not just about customer success. We are about Net Revenue Retention (NRR) and customer retention. Let’s celebrate them!

2022 52

2022 Chief Customer Officer Innovation Connections 52

Bold360

MAY 14, 2020

I came down from Mount Sinai, slammed my golden tablets of voice of customer data in hand in front of the people, and said…. He unified them in the quest to destroy the ring of power in the fires of Mount Doom. The customer is the hero of the story. That can wipe out a customer experience initiative’s energy and direction.

Contact Center 52

Contact Center Leadership Customer Experience Average Handle Time 52

CustomerSuccessBox

DECEMBER 6, 2021

With the grace of a number of Customer Success communities, we have come a long way to 2022. Where now we see a new avatar of the emerging customer success, with the rise of customer advocacy and expansion putting in greater emphasis on customer onboarding. He is a complete customer-centric growth mastermind.

2022 52

2022 Customer Success 2021 Consulting 52

Playvox

OCTOBER 26, 2022

Most companies are already sitting on thousands of conversations filled with actionable feedback that could help them prioritize issues and dramatically improve customer experience. Data from feedback like support tickets can be incredibly powerful. How do you mine the valuable insights you need from your customer feedback data?

Feedback 52

Feedback Article Insights NPS 52

Kustomer

OCTOBER 1, 2020

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Douglas Kramon , Senior Director of Fan Support & Customer Care Operations at ESPN, to discuss how customer care drives customer experience. Fan Support.

Sports 52

Sports Customer Care Customers Customer Service 52

Playvox

OCTOBER 20, 2022

Every chat conversation your customer service team has leaves a trail of valuable data around the issues your customers have experienced and their feature requests, questions, and concerns. It can be challenging to come up with tags to cover all customer issues and requests up front. Key Considerations. Tag Application Method.

Feedback 59

Feedback Contact Center Article Customers 59