CSM Magazine

AUGUST 27, 2024

Modern technology provides new solutions to improve customer service training, giving employees the tools they need to succeed in a competitive industry. From virtual reality simulations to gamification, the latest tech-driven approaches are transforming how businesses train their teams.

Customer Service Training 52

Customer Service Training Training Gamification Customer Service 52

ShepHyken

MARCH 30, 2025

How Consumer Feedback Shapes Customer Experience by Jessica Aleman (FocusGroups.org) Today’s competitive business landscape highlights customer experience as a crucial differentiator across industries. This is where consumer feedback proves invaluable. Connect with Shep on LinkedIn.

Customer Service 70

Customer Service Loyalty Feedback Contact Center 70

ShepHyken

NOVEMBER 3, 2024

Most consumers like human customer service by Retail Customer Experience (Retail Customer Experience) Three-quarters of consumers, 75%, prefer talking to a human when it comes to customer service, according to a Five9 study on how consumers perceive AI and evolving customer experience.

Customer Service 70

Customer Service Loyalty Programs Entertainment Loyalty 70

ShepHyken

JANUARY 5, 2025

With the growth in ecommerce and higher consumer expectations for convenience, it is essential for retailers to make returns processes as efficient as outbound fulfillment. My Comment: Retail returns are becoming a costly problem for both retailers and customers. Thats three-quarters of your customers!

Customer Service 70

Customer Service Loyalty Programs Retail Automotive 70

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. Custom Studio (Inc. My Comment: What is a Forever Customer?

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

Kristina Evey

NOVEMBER 13, 2014

A 2% increase in customer retention has as much of an impact on your bottom line as cutting costs by 10%. Almost 9 out of 10 consumers say they’d pay more to ensure a superior customer experience. 70% of the buying experience is directly tied to how the customer feels they are being treated.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

ShepHyken

JANUARY 26, 2025

The Gist, as it is referred to in the article, is that CXOs help align initiatives throughout the company, companies led by a CXO see stronger customer loyalty and profitability, and the CXO helps eliminate departmental barriers and help implement the right CX technologies and solutions. Connect with Shep on LinkedIn.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ShepHyken

JANUARY 12, 2025

This is a nigh-indisputable fact, one which nearly every consumer has encountered at one point or another when attempting to gauge the quality of an item and the credibility of the manufacturer or vendor. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 74

Customer Service Customer Retention Call Center Sales 74

ShepHyken

DECEMBER 1, 2024

Rapid evolutions in consumer attention spans, technological platforms and social media algorithms mean that today’s cutting-edge marketing approaches could be considered passé within months, potentially wasting significant creative and financial resources. Connect with Shep on LinkedIn.

Customer Journeys 77

Customer Journeys Customer Service Trends Social Media 77

Lumoa

NOVEMBER 17, 2022

In This Article: Customer Experience in E-commerce Trend Predictions for 2023 Offering a Personalized Experience Improving Customer Relationships with AI Chatbot Customer Support Data Collection Customer Satisfaction Analysis Training Employees to Improve CX Providing Quality CX During Consumer Inflation Key Takeaways.

e-support 195

e-support Customer Experience Social Media Chatbots 195

ShepHyken

JULY 19, 2021

My Comment: I’m a big fan of the internal customer service concept, and here are 18 internal customer service tips to create the experience that makes them want to work hard, engage with their customers (other internal customers and outside customers), and more. CRM Buyer) Despite U.S.

Customer Service 152

Customer Service Chief Customer Officer Contact Center Customer Service Training 152

ShepHyken

AUGUST 18, 2021

I recently released my 2021 Achieving Customer Amazement research. We surveyed 1,000 consumers in the U.S. and asked them numerous questions about topics related to customer service, customer experience, loyalty, reviews, and more. One of the questions had to do with creating a personalized experience. .

Airlines 173

Airlines Customer Experience Survey Customer Service Training 173

ShepHyken

MAY 24, 2021

How To Thank A Customer For Their Business | Tips, Tricks, & Budget-Friendly Ideas by Philipp Wolf. With a growing number of consumers influenced by word-of-mouth, don’t let your customers slip away! Curbside Pickup and BOPIS: What Makes for a Successful Customer Experience? by Erin Ollila. Follow on Twitter: @Hyken.

Customer Service 160

Customer Service Customer Retention Loyalty Retail 160

ShepHyken

FEBRUARY 14, 2022

74 Percent of Consumers Believe Brand Loyalty is About Feeling Understood and Valued – Not Discounts and Loyalty Perks by Business Wire. My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. But, are you asking the questions the right way?

Customer Service 126

Customer Service Customer Service Training Policies Loyalty 126

ShepHyken

MAY 27, 2020

First, the answer could have sent Jared on a time-consuming search for the videos. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author. For information on The Customer Focus™ customer service training programs, go to www.thecustomerfocus.com.

Video 133

Video Customer Service Training Training Customer Service 133

ShepHyken

APRIL 26, 2021

(ZDNeT) Customer service is experiencing a renaissance, and with the right imagination, intention, and technology, it can also become a business growth engine by driving satisfaction, sales, and loyalty. One of the main points is that customer service is becoming the face of a brand. Thank you MattsenKumar!).

Customer Service 141

Customer Service Loyalty Programs Social Media Contact Center 141

ShepHyken

AUGUST 9, 2021

The report takes a look at customer service from the company’s perspective and covers topics that include remote workforce, most popular customer support channels (phone, email, etc.), Consumer Reports) Public rants may not get the results you want. The Best Way to Complain to a Company on Social Media by Octavio Blanco.

Customer Service 152

Customer Service Social Media Culture Report 152

ShepHyken

JANUARY 6, 2021

They tolerate fewer customer service failures and demand better because they know it’s possible. Customers are becoming impatient. Consider the result of the more than 1,000 consumers we surveyed for our 2020 Achieving Customer Amazement Survey. of them are willing to leave because of bad customer service.

Self Service 172

Self Service Chatbots Customer Relationship Management Customer Service Training 172

TechSee

JUNE 16, 2022

At Miele, Eric is also accountable for the management of escalation departments, offline processes, e-care solutions, national call center consolidation, multi-product services, upselling / cross selling and re-defining the consumer experience. Brad Cleveland is a global expert in customer strategy and managemen t.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Comm100

MAY 10, 2018

However, complaining customers are often indicative of a bigger issue – one where the majority of those who are affected don’t care enough to speak out at all. According to the White House Office of Consumer Affairs, for every customer who bothers to complain, 26 customers remain silent.

Customers 229

Customers eBook Policies Customer Service Training 229

ShepHyken

NOVEMBER 25, 2024

The Future of Contact Centers: How Generative AI Is Driving a Long-Needed Customer Service Revolution by Sheila Walthoe (No Jitter) Imagine a world where contact center interactions are efficient, personalized, and—dare I say it, actually enjoyable. You may think I am crazy. Thanks to Generative AI, this is becoming a reality.

Customer Service 70

Customer Service Contact Center Trends Analysis 70

ShepHyken

FEBRUARY 3, 2025

If customers cant get the support they need from one company, they may leave and try a different company hoping for a better result. A set it and forget it approach wont engage todays consumers. My Comment: Does my customer love my loyalty program or not? Regular reviews and updates are essential.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

ShepHyken

APRIL 9, 2024

In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. The survey results are worth paying close attention to.

Customer Service Training 147

Customer Service Training Customers Customer Service Study 147

Comm100

NOVEMBER 21, 2017

Technical support and customer service is not a picnic. It’s a difficult, sometimes grueling job with little recognition or reward, where agents often feel the brunt of unhappy consumers. Consumers can be: Unhappy with the product – “it doesn’t do what I thought it did.”. Let us know in the comments below!

How To 0

How To Customer Service Training eBook Training 0

ShepHyken

AUGUST 23, 2021

Frictionless Shopping Provides Enhanced Customer Experience, Retail Efficiencies by NVIDIA. How To Conduct the Best Customer Service Training (+ Top Training Programs) by Alejandra Zilak. But if you fall short in providing adequate training, you’re just flushing money down the drain. Just kidding!

Customer Service 19

Customer Service Customer Service Training Loyalty Programs Loyalty 19

Comm100

DECEMBER 19, 2017

Therefore, any company trying to improve their customer experience should follow a defined plan to adopt a strategy that is congruent with their customer expectations. Here is a detailed step-by-step guide to setting goals and strategizing for customer experience improvement.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

Vonage

JUNE 6, 2017

Your Service” books and founder of UP! Your Service. To enjoy more customer service training and service culture articles, visit UpYourService.com. Related Posts Customer service skills: What does it take to make a great contact centre manager?

Measurement 133

Measurement Customer Service Social Media Travel 133

ShepHyken

JULY 5, 2021

It’s about customers having trouble logging into a website. The statistic quoted was that 38% of consumers report login issues as a major struggle point. Something simple as a login should never create friction for your customers. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 155

Customer Service Loyalty Programs Hotels Infographics 155

ShepHyken

FEBRUARY 28, 2023

When you ask your customers if they trust you and receive answers other than YES, then the average of those answers subtracted from 100 is your trust gap. Consider the findings from PwC ’s 2022 Consumer Intelligence Series Survey on Trust. Get more information on The Customer Focus ™ customer service training programs.

Chief Customer Officer 126

Chief Customer Officer Effort Score Policies Customer Service Training 126

ShepHyken

JUNE 2, 2021

Amazon has changed the way customers think. It has pushed customer service and experience to a higher level. The result is that consumers are more demanding and have higher expectations. It doesn’t matter what type of business or industry, Amazon has changed what customers want and expect from any type of business.

How To 139

How To Retail Advertising Customer Service Training 139

ShepHyken

SEPTEMBER 8, 2024

Nine Areas of Focus for Improved Customer Service Training by Rolling Stone Culture Council (Rolling Stone) Because they have direct interactions with customers on a daily basis, a company’s customer service team plays a large role in that organization’s success. Here are my top five picks from last week.

Customer Service 86

Customer Service Self Service Loyalty Programs Customer Service Training 86

ShepHyken

OCTOBER 22, 2021

Creating an exceptional customer experience has become the top priority for companies that are looking to strengthen their relationships with customers and build loyalty. Create an Emotional Connection with Your Customer. Invest in customer service training for your team and create the best user experience for your clients. .

Tips 152

Tips Customer Experience Management Return on Investment 152

ShepHyken

JUNE 7, 2021

That’s an alarmingly high percentage of customers who’ve been given no particular reason to stick around. Loyalty programs are not just for consumers. Service and experience have not typically been strengths of consumers/citizens dealing with government agencies. My Comment: A loyalty program for B2B? Absolutely!

Customer Service 139

Customer Service Loyalty Programs Customer Journeys Customer Centricity 139

ShepHyken

DECEMBER 28, 2020

Mastercard: Consumer Experience Is Loyalty’s New Currency by PYMNTS. PYMNTS) “I’m a consumer. My Comment: Here is a fascinating article about loyalty and the customer experience. The article starts with the question: “I’m a consumer. So many stats are based on consumer feedback. Corbin Murakami, Sr.

Customer Service 113

Customer Service Loyalty Programs B2B Competitive Advantage 113

ShepHyken

MARCH 27, 2023

My Comment: Our customer service research at Shepard Presentations found that about half of American consumers will pay more for better customer service. According to this article that cites a Fusion Connect study, 90% of businesses are willing to pay more for better service. How much more?

Customer Service 22

Customer Service Customer Retention B2B Study 22

ShepHyken

APRIL 6, 2022

“Is customer service more important than price?” . That’s exactly what we asked more than 1,000 consumers in our customer service research. And just to make sure, we asked a similar question later in the survey, “Would you pay more if you knew you would receive great customer service?”

Customer Service 130

Customer Service Customer Service Training Customers Retail 130

ShepHyken

APRIL 4, 2023

Our customer service research finds almost half of American consumers are willing to pay more for good service. That means they will probably tip, too – when it’s deserved. Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Tips 126

Tips Self Service Hotels Customer Service Training 126