CSM Magazine

MAY 24, 2021

With the pandemic remaining widespread, business owners are now asking the question—how to maintain strong customer engagement during COVID-19? Reinventing Customer Engagement. Customer engagement is the process of strengthening your emotional connection with your customers. Keep Your Lines Open.

Customer Engagement 52

Customer Engagement Engagement Social Media How To 52

Education Services Group

SEPTEMBER 15, 2020

It’s about gaining insight into customer engagement to understand how they’re interacting with your company. Would it surprise you if I told you that customers who read your emails are much less likely to churn than those who don’t? The higher the level of customer engagement, the lower the likelihood of churn.

Metrics 52

Metrics Customer Engagement Measurement Engagement 52

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. A foundation for customer loyalty.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 121

Brands Engagement How To ROI 121

Retently

APRIL 5, 2024

This interconnected retail context demands a cohesive approach, ensuring that customer experience is consistent and positive, regardless of how or where the customer chooses to shop. Now, let’s cut to the chaise to uncover practical strategies that create such engaging retail experiences that foster loyalty and repeat business.

Retail 78

Retail Engagement Strategy Customer Experience 78

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As long as customers are getting the information they need quickly, they’re happy to adopt self-service approaches.

Self Service 52

Self Service Customer Engagement Trends Engagement 52

Interactions

JULY 18, 2019

But did you realize that age has a significant effect on how a person wants to interact with brands they love? In an era were customer experience is often a major, or only, differentiator, understanding the preferences of your consumers may be the key to turning occasional buyers to loyal customers. Time is Money.

Customer Engagement 54

Customer Engagement Engagement Strategy Self Service 54

Comm100

NOVEMBER 23, 2022

To help you prepare for the year ahead, in this article we’ll look at the key customer service trends of 2023 and how you can deliver on your consumers’ support expectations. Seventy-one percent of consumers expect companies to deliver personalized interactions. Omnichannel customer engagement software offers a solution.

Trends 221

Trends Customer Service Chatbots Omni-Channel 221

CX University

MAY 2, 2023

However, getting adult students to engage in their online courses can be a challenge. Here at CX University, we’ve noticed a steady increase in learner online engagement over the last several years. A positive customer experience can help build trust and loyalty, leading to higher levels of engagement.

Engagement 52

Engagement Gamification Course Case Study 52

Bold360

APRIL 20, 2021

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. That data is gold.

Self Service 52

Self Service Omni-Channel Customer Engagement Tools 52

CSM Magazine

OCTOBER 27, 2020

Calabrio , the customer experience intelligence company, unveils the new Calabrio ONE workforce engagement management (WEM) suite at its first-ever virtual Calabrio Customer Connect (C3) conference, October 27-28, 2020. The new product also unlocks insights for planning, performance and wider workforce engagement.

Customer Engagement 52

Customer Engagement Engagement Self Service Conference 52

Lumoa

JANUARY 15, 2024

Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers. This omnichannel approach gives companies a chance to have a one-to-one conversation with customers on their chosen platform. Of course, chatbots can’t answer every query.

Customer Experience 208

Customer Experience How To Chatbots Net Promoter Score 208

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! Customer success is not just the responsibility of one team.

Customer Centricity 344

Customer Centricity Culture Customer Journeys Customer Satisfaction 344

ECXO

MAY 16, 2024

By effectively communicating customer insights, a customer-centric leader helps the entire organization understand and adapt to customer needs and preferences. This communication is crucial for engaging the whole team to act on customer insights and implement actions quickly. But how does EX affect CX?

Customer Centricity 193

Customer Centricity Leadership Customer Journeys Touchpoint 193

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ClientSuccess

JUNE 27, 2018

For Customer Success Managers (CSMs), summer offers both a blessing and a curse. A blessing, of course, because there is no time like summertime, but also a curse because it can be close to impossible to engage with or even get a response from customers. Offer Engaging And Entertaining Content. Ahhhh, summer.

Customer Engagement 40

Customer Engagement Engagement Entertainment Case Study 40

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction. Published on: August 12, 2015.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Bold360

JANUARY 22, 2020

Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement. Even supporting employees who may not interact with your customers directly, but who support the ones who do.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

GetFeedback

DECEMBER 26, 2018

Business is built on customer relationships, and brand perception sets the tone. Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. Customers’ combined interactions with your business or product contribute to their overall brand perception too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Totango

SEPTEMBER 15, 2020

The advice, lessons, and encouragement you provide can guide your customer to achieve maximum return on their investment and drive growth that benefits both of you. Engaging your stakeholders , whether they are high or low influence, can not only drive growth but also turn stakeholders into enthusiastic champions of your product.

Communication 71

Communication Engagement Net Promoter Score Competitive Advantage 71

Waypoint Group

OCTOBER 17, 2019

Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize u nbiased feedback from the customer contacts that matter most (that is, Buying Committee members, not just end-users) to drive its product, customer experience and company. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

CSM Magazine

JULY 2, 2024

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement. Whether it’s using customer preferences to match them with the right advisor or creating AI-led interactions tailored to individual personas, the key is to have a defined objective.

Loyalty 52

Loyalty Effort Score Roadmap Groups 52

Education Services Group

NOVEMBER 16, 2021

Back in 2019, TSIA introduced a new framework to define and crystalize a movement in cost-effective scaling of Customer Success. They dubbed it the “dynamic engagement model” and recommend it as a way to align human and digital resources to maximize customer engagement as your business expands and grows.

Engagement 52

Engagement Self Service Touchpoint Customer Success 52

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? Step 1: Implement Employee Engagement Software .

Employee Experience 127

Employee Experience Customer Service Customer Experience Employee Engagement 127

Wootric CX Blog

SEPTEMBER 8, 2020

Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market. Customer Experience is an Ongoing Process. One of them is bound to be the customer support interaction.

Interaction 52

Interaction Customer Journeys Effort Score Touchpoint 52

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

Gainsight

APRIL 8, 2024

The Rise of Proactive Engagement Traditional customer service models focused on reactive problem-solving. However, in the digital age, proactive engagement has become the norm. According to Gainsight’s research, anticipating customer needs before they arise is key to fostering strong relationships and preventing churn.

Customer Success 52

Customer Success Training Engagement Customers 52

ECXO

SEPTEMBER 4, 2024

By taking a page out of the Stoic handbook, you can turn even the toughest customer interactions into opportunities to build stronger relationships and create positive experiences. 109 Before we dive into how you can use Stoicism in customer service, let’s quickly cover the basics. What’s Stoicism All About?

Customer Experience 156

Customer Experience Airlines Handbook Policies 156

DCX

AUGUST 18, 2024

Plus, check out the upcoming customer success events you won’t want to miss. Mark The "30 Days to Greater Influence" e-course isn't for everyone. I’m so confident in the value of this course that I’m offering it at no cost. Happy reading! Your only investment is your time and commitment.

Healthcare 52

Healthcare e-support Banking Financial 52

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. The average proportion of employees engaged at their work could be as low as just 13%. The UK was placed 18th out of 20 countries, with UK employee engagement decreasing over the past 12 months. This is a hot topic. You can grab the sources from his article.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

DCX

JULY 21, 2024

From AI revolutions to immersive retail experiences, we're exploring how leading brands are pushing the boundaries of customer engagement while keeping the human touch at the core. Details: Boutiques feature interactive areas for coffee tasting and education. Integrate education and sustainability into the customer journey.

Retail 52

Retail CRM Chatbots Customer Experience Professionals 52

CSM Magazine

AUGUST 19, 2016

For brands either taking their first steps into the realm of Live Chat or perhaps looking to review current online chat practices, it’s important to get it right so the service truly works for your organisation and of course meets the needs of today’s busy digital consumer.

Omni-Channel 40

Omni-Channel Customer Engagement Engagement Multi-Channel 40

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. Another trend to emerge throughout the increasing digital interactions has been the use of video.

Customer Experience 236

Customer Experience Social Media Video Customers 236

Lumoa

NOVEMBER 30, 2022

For example, by only appearing at customer pain points, like a hesitation on a particular product page or at the checkout. With conversational AI put into play, providing a great customer experience in retail becomes easier. In turn, the virtual agent may respond with talk-back capability, allowing seamless B2C interaction.

Retail 208

Retail Customer Experience Chatbots Ecommerce 208

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. If you look after your staff, they’ll look after your customers. Happy employees lead to happy customers.

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Kustomer

SEPTEMBER 1, 2022

Even if your products or services are exceptional, customer loyalty can be lost if the customer experience is tainted with one poor interaction. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. What Is Customer Service Strategy?

Customer Service Strategies 85

Customer Service Strategies Self Service Strategy Customer Service 85

Waypoint Group

JANUARY 16, 2019

Yet CSMs often communicate with their customers this way. We know that every interaction with a customer is an opportunity to strengthen relationships. I’ve never heard of a Customer Champion saying anything other than, “Yes.”. Of course, you will need an effective questionnaire and simple follow-up process.

Interaction 40

Interaction How To B2B Engagement 40