Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty.

Call Center 130

Call Center Measurement Self Service How To 130

ECXO

JULY 29, 2024

Feedback and Complaint Management Tools : Essential for promptly addressing customer issues. Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Customer Surveys : Fundamental for gathering direct feedback.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

OCTOBER 7, 2024

Your role as a CX leader is to pioneer a culture that places the customer at the heart of every decision, turning transactions into moments of delight that build unwavering loyalty. Craft a narrative where every customer feels valued, heard, and truly understood. Empowerment lies at the core of your leadership.

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

ShepHyken

OCTOBER 4, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Techniques That Are Key to Customer Retention Today by John Hall. This is a very robust article, with lots of great content.

Customer Service 101

Customer Service Infographics Tips Customer Retention 101

ECXO

APRIL 10, 2024

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.

Connections 334

Connections Customer Experience Social Media Analysis 334

ShepHyken

AUGUST 31, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. How to Prevent Customer Churn with Retention Marketing by Lauren Pope. I’ve read a lot of articles about this.

Customer Service 110

Customer Service Social Media Customer Service Training Infographics 110

Oracle

AUGUST 26, 2020

So, when it comes to empowering your service team to WFH, make sure they are armed with the right tools to get the information they need—such as a robust and updated knowledge base. Develop checklists and articles that explain how agents can answer their own questions while working remotely. Invest in automation.

Exceptional Customer Service 99

Exceptional Customer Service Self Service Customer Service Knowledge Base 99

ShepHyken

FEBRUARY 24, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer service drives loyalty for Amazon-owned Zappos by Tabitha Cassidy. Or, is it the experience?

Customer Service 82

Customer Service Exceptional Customer Service Retail Ecommerce 82

ECXO

JULY 23, 2024

The Heartbeat of a Customer-Centric Organization – Part 1 I’ve split this article on leadership into two parts because, you know, attention spans these days are pretty short! It is clear that the customer is king, right? Companies are realizing the importance of leadership styles that focus on the customer.

Customer Centricity 156

Customer Centricity Leadership Exceptional Customer Service Culture 156

CSM Magazine

OCTOBER 29, 2024

Today, exceptional customer service has become a crucial factor in attracting and retaining players. In this article, we’ll explore key strategies that online casinos can implement to enhance the player experience through outstanding customer service.

Customer Service 52

Customer Service Customer Experience Exceptional Customer Service Social Media 52

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level?

Customer Experience 290

Customer Experience Net Promoter Score Customer Satisfaction Innovation 290

CSM Magazine

MARCH 28, 2025

In this article, we look at what companies learn from casinos customer services offering and the different ways they use these techniques to attract and retain users. Employees are trained to provide attentive service thats friendly and have positive interactions with customers. Read on to find out more!

Company 52

Company Customer Service Hospitality Exceptional Customer Service 52

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan. My Comment: Is customer service getting better?

Customer Service 76

Customer Service Hospitality Rewards Programs Self Service 76

CSM Magazine

DECEMBER 10, 2024

As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies. Effective customer support helps build trust, ensure smooth transactions, and foster customer loyalty, making it a key differentiator in the crowded marketplace.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

ShepHyken

NOVEMBER 22, 2019

This week we feature an article by Robert Occanyan who shares what successful customer support teams are doing to deliver an exceptional customer experience. . Here’s an important fact that customer support teams should always remember—people are more likely to remember negative experiences over positive ones.

Exceptional Customer Service 146

Exceptional Customer Service Multi-Channel Communication Customer Care 146

CSM Magazine

DECEMBER 3, 2024

In today’s fast-paced world, delivering exceptional customer service requires more than just a great team. The platform’s rich ecosystem of integrations offers endless opportunities to optimize workflows and delight customers. Answer Bot: AI-Powered Instant Help In the era of AI, customers expect instant solutions.

Customer Experience 52

Customer Experience Video Exceptional Customer Service Omni-Channel 52

Comm100

AUGUST 1, 2023

Personalization in customer service – What is it and how to deliver it 71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. In today’s digital world, delivering exceptional customer service is paramount to gaining a competitive edge.

Customer Service 215

Customer Service How To Omni-Channel Video 215

ShepHyken

MAY 4, 2023

This week, we feature an article by Clive Hanks from TextExpander , a communication and efficiency tool that helps individuals and companies become more productive. In today’s digital world, customer service productivity is more important than ever. This can increase customer retention and loyalty, which can benefit businesses.

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

CSM Magazine

JANUARY 9, 2025

However, what sets one platform apart from another often boils down to customer service. In a highly competitive market, exceptional customer support becomes not just a feature but a necessity. Why Customer Service Matters in iGaming Customer service in iGaming goes beyond answering queries or resolving issues.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

ShepHyken

JULY 16, 2021

This week we feature an article by Daniel Bishop, the assistant editor and marketing consultant for ReallySimpleSystems. He writes about creating a better experience for customers when they come into a store. Whatever it is, building a community will not only help draw people to your store but also build loyalty. Bundling .

Customer Experience 146

Customer Experience Self Service How To Retail 146

ShepHyken

APRIL 24, 2017

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. My Comment: Want to learn from some of the masters of customer service? 2017 Customer Service Expectations Survey by Gladly.

Customer Service 69

Customer Service Customer Service Training Loyalty Hotels 69

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: For those in the customer support world, this article is for you. There is nothing wrong with that!

Customer Service 69

Customer Service Contact Center Average Handle Time Customer Service Strategies 69

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Employee Engagement 142

Employee Engagement Engagement Strategy Effort Score 142

CSM Magazine

FEBRUARY 12, 2025

Add new offerings based on customer needs, such as eco-friendly packing solutions. Happy customers who feel heard are more likely to recommend your services. Stronger Brand Loyalty : A satisfied customer is more likely to return for future moves.

Customer Service 52

Customer Service Company Transportation Exceptional Customer Service 52

ShepHyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Enough Already With Customer Feedback. However, there is a more important number, and that is the future sales of the customer.

Customer Service 13

Customer Service Self Service Exceptional Customer Service Chatbots 13

ShepHyken

MAY 30, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Yet 44% of companies say they’re more keenly focused on customer acquisition and just 16% on retention.

Customer Service 13

Customer Service Rewards Programs Poor Customer Service Self Service 13

CSM Magazine

OCTOBER 21, 2024

The country’s combination of cost-effectiveness, a skilled workforce, and technological adoption has made it a go-to destination for companies seeking to enhance their customer support operations. This article explores how the Philippines is leading the way in customer experience innovation.

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

ShepHyken

MARCH 28, 2018

Loyalty can be measured and it can be monetized. The sales & marketing departments may get customers in the door. Why not have a loyalty department that will keep them coming back through the door? That’s a tweet I posted based on an article I wrote not that long ago. then #loyalty to retain converts? —

Customer Experience 63

Customer Experience Loyalty Exceptional Customer Service Advertising 63

CSM Magazine

OCTOBER 22, 2024

In today’s competitive environment, exceptional customer service is paramount. Personalization in corporate recognition not only boosts employee morale but also enhances the customer experience. Discover the strategies that can transform your customer service operations.

Customer Service 52

Customer Service Strategy Exceptional Customer Service Customer Service Representative 52

InMoment XI

SEPTEMBER 12, 2023

This article will walk you through how to conduct an effective competitive analysis, interpret the results, and turn those insights into actionable strategies. When used in competitive analysis, these databases can help you understand how your competitors are succeeding in areas like customer retention and loyalty programs.

Analysis 195

Analysis Marketing Competitive Advantage Analytics 195

ShepHyken

NOVEMBER 19, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: The obvious way to track customer satisfaction is by asking the customer for feedback.

Customer Service 63

Customer Service Chatbots Trends Customer Satisfaction 63

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Almost 40 to 50% of them, in fact.

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 109

Loyalty Programs Lifetime Customer Loyalty Poor Customer Service 109

CSM Magazine

DECEMBER 8, 2015

From full and properly stocked shelves, to offering a friendly smile, or guiding a customer to a sought after product, the way you treat your customers will determine whether they return, or move on to the competition. These guidelines work whether you are dealing with a customer for the first time or whether it is a repeat visit.

Exceptional Customer Service 40

Exceptional Customer Service Customer Service Guidelines Customers 40

Happy or Not

NOVEMBER 13, 2024

Exceptional customer service goes beyond simply addressing customer inquiries—it involves anticipating needs, personalizing customer interactions, and delighting customers at every touchpoint. It showed how personalized support and customer-centric solutions can result in happy customers who feel valued.

Examples 36

Examples Customer Service Case Study Hospitality 36

CSM Magazine

OCTOBER 30, 2024

In today’s competitive market, providing exceptional customer service over the phone is more important than ever. Telesales representatives are often the first point of contact between a company and its customers, making it crucial to leave a positive impression.

Tips 52

Tips Customer Service Customer Experience CRM 52

CSM Magazine

NOVEMBER 17, 2024

When you show that you remember and care, you create a bond that fosters loyalty and trust. Reach out to customers to provide updates on their loan status, market changes, or new services that may benefit them. Use CRM tools to remember details like their preferred communication channels, birthdays, or previous interactions.

Tips 52

Tips Customer Service Exceptional Customer Service Customer Service Representative 52