CSM Magazine

OCTOBER 26, 2020

In today’s customer-centric world, companies from all industries are realizing that providing superior service creates value. One such company is Big Berkey Filters. It’s hard to imagine a time when you didn’t have to worry about what was lurking around in your water system. Today, with the unsafe disposal of pharmaceuticals, pesticides, waste, BPA, and other harmful contaminants , having a water filter that can give you peace of mind is essential.

Customer Service 52

Customer Service System Resources Customers 52

Chattermill

OCTOBER 12, 2020

Analysis 246

Analysis Feedback Data How To 246

Bill Quiseng

OCTOBER 26, 2020

Facemasks, door signs, floor decals, partitions, and hand sanitizers won’t keep your customers. Such safety protocols in response to the pandemic are expected from your customers. While failing to implement them will cost you customers, maintaining those standards will not guarantee that you keep them. Your competitors are doing the exact same thing which means what you are doing is average, heightened like everyone else, but still average.

Guidelines 183

Guidelines Hospitality Exceptional Customer Service Leadership 183

eglobalis

OCTOBER 26, 2020

Experience design Customer Perception Design The Journey to Resonate with Customer and Employees , customer experience , employee experience. The post Experience Perception – The Journey Design to Resonate with Customer and Employees… or Not appeared first on Eglobalis.

Customer Experience 486

Customer Experience Employee Experience Customers Innovation 486

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

GetFeedback

OCTOBER 5, 2020

The common reasons online shoppers abandon their carts and how to overcome them.

How To 397

How To 397

C3Centricity

OCTOBER 22, 2020

We need to better understand shoppers. Why? Because retail is in crisis. Investment in brick-and-mortar stores has declined 30% in the US and a staggering 50% in Europe. In the UK 50,000 of the 500,000+, high street stores are empty , that’s a whopping 10%. But that level can even be higher, double or triple that in some parts of the country. The government in the UK upped its rescue fund to a billion pounds and slashed its rates in the hope of lowering rents last year.

Retail 303

Retail Advertising Course Survey 303

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?

Culture 281

Culture Customer Centricity Video Groups 281

Steve DiGioia

OCTOBER 15, 2020

Is your glass half-full or half-empty? Are you a positive influence or one of negativity? Do you sugar-coat things or get straight to the point? What do you do to get ahead of others and separate yourself from the competition? Much can, and has, been said about the best way of approaching a situation or a way of doing business that can be stressful for many.

Tips 279

Tips Industry How To Company 279

NICE inContact

OCTOBER 14, 2020

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.

Contact Center 264

Contact Center Strategy Consumers Connections 264

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

GetFeedback

OCTOBER 19, 2020

Three common issues that lead to shopping cart abandonment on websites and how to use feedback to overcome them.

How To 273

How To Feedback 273

Alida

OCTOBER 20, 2020

IT’S TIME TO DOUBLE DOWN ON CUSTOMER EXPERIENCE. At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to not only continue to help brands deeply understand their customers, but to make it easier for them to manage the end-to-end customer experience. An important component of this strategy was to rebrand the company to better represent and fulfill that promise to our customers, and thus early in the year, rebrand efforts kicked off.

Analytics 49

Analytics Leadership Innovation Strategy 49

Storyminers

OCTOBER 12, 2020

This dynamic trio really turn up the heat on the controversial topic: ”OFFICE POLITICS AND THE FINE ART OF SUCKING UP!” Certainly, an episode not to be missed as this hilarious trio dish out the down and dirty on sucking up! They agree to disagree and even draw up organisational “Sucking up” charts in this hour of friendly banter. – Have we piqued your curiosity yet?

Entertainment 245

Entertainment Government Groups Management 245

C3Centricity

OCTOBER 7, 2020

Ever wonder how to get more people talking about your business? It’s simple. Offer them incredible products and services that solve their problems and fulfil their needs and desires. Then when you have converted them into customers, continue to keep them satisfied and give them something to talk about by surprising them too. Sounds easy, doesn’t it?

Marketing 209

Marketing NPS Net Promoter Score Effort Score 209

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

Steve DiGioia

OCTOBER 1, 2020

Businesses all over this country are littered with the remnants of employees who do a good job. But what about those employees who go above and beyond? There is nothing that impresses a boss more than an employee who takes the initiative. The initiative to do more than he or she is asked for. Example: The initiative to plan ahead, look at the “big picture”, and take the steps needed to make the department or business more efficient, and improve on the existing way things are done.

Tips 264

Tips Report Examples Company 264

NICE inContact

OCTOBER 21, 2020

An outbound call center is a customer service or sales operation that makes outgoing calls to customers or prospects. It's staffed with specially trained agents who work on-site, remotely, or may work for a business process outsourcer (BPO). Outbound call centers require unique technology, KPIs, and compliance requirements.

Call Center 256

Call Center Training Sales Technology 256

GetFeedback

OCTOBER 14, 2020

How to apply the ask, analyze, and act framework to gain rapid insight into the online purchasing funnel and improve sales.

Sales 273

Sales How To Feedback 273

Calabrio

OCTOBER 20, 2020

Any growth as a business in 2020 is a feat of its own, but rapid revenue growth is cause for celebration in a time when “right” can change at any moment. From a customer perspective, flexibility is essential, but businesses also need a collective understanding among employees and leaders of what tools are needed to succeed. What that goal in mind, we are honored to be awarded 20th place in the Minneapolis/St.

Company 207

Company Self Service Government Contact Center 207

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

TechSee

OCTOBER 5, 2020

In 2019, before the world had ever heard of COVID-19, a Research Report by Field Service News showed that field service organizations were already transitioning to a more customer-centric model. 65% of FS organizations identified customer satisfaction as either equal to or higher in importance than operational efficiency. This focus on customer satisfaction has led companies to shift their measures of success as well. 91% of companies surveyed stated that NPS or another alternative CSAT KPI was

Effort Score 207

Effort Score Metrics Net Promoter Score NPS 207

CXS

OCTOBER 2, 2020

Covid-19 has changed our lives in many ways, one thing remains constant during this time, “change”. Many organizations paused and had to re-imagine how they will conduct business moving forward. One framework I’m always reminded of is VUCA (Volatility, uncertainty, … The post Why B2B Needs to Transform Customer Experience to Remain Competitive in the Age of Digital appeared first on CX 2020.

B2B 195

B2B Customer Experience Customers 195

Lumoa

OCTOBER 12, 2020

The customer feedback loop is a term that you might have heard before. But what is it actually? In this article, we’ll explain to you what customer feedback loops are, explain the difference between the inner and the outer customer feedback loop, and give some concrete examples of them. More and more companies are turning to customer-centric business strategies to differentiate themselves from the competition with customer experience.

Feedback 195

Feedback How To NPS Customer Centricity 195

NICE inContact

OCTOBER 27, 2020

What makes the digital and analytics duo particularly sleek is their partnership holds the key to the future success of your contact center. In a recent Aberdeen report, 66% of respondents said the reason they are going digital is to improve CX. And that makes total sense, because you want to be where your customers are, on every channel.

Analytics 207

Analytics Contact Center Report Omni-Channel 207

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Voice of Customer

GetFeedback

OCTOBER 12, 2020

Quickly adapt to your customers’ evolving needs with a modern CX solution.

Customers 273

Customers 273

Customer Bliss

OCTOBER 28, 2020

As many of us continue to work from home and shift working styles due to the pandemic, I’ve been interviewing practitioners and thought leaders about how we can adapt and continue to show up as our best selves in our roles. To that end, I want to share with you my recent interview with Camille Harrison , the SVP & COO of Guidewell Commercial Market, and Guidewell Innovation.

Data 189

Data Insurance Healthcare Customer Journeys 189

TechSee

OCTOBER 21, 2020

With the pandemic’s restrictions and need for safety, enterprises face unprecedented operational challenges in their ability to deliver customer service. Many companies have been forced to adapt their support models to meet consumer expectations for service delivery. Back in May 2020, when the pandemic raged and safety was top of mind for millions, we carried out an in-depth study to explore consumer sentiment about technical support and residential technician visits.

Customer Expectations 207

Customer Expectations Survey Consumers Innovation 207

CX Accelerator

OCTOBER 28, 2020

Collected and written by your CX DJ, Jeremy Watkin. ,, In the #CXQOTD for Friday, October 16 we challenged our community to come up with a CX playlist. The question was, “What song sums up your aspirations as a CX leader?”. Let’s look at what the CX Accelerator community came up with. And a quick apology for being a bit heavy on the Coldplay. But what can I say?

Culture 182

Culture Customer Centricity Video Groups 182

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

Beyond Philosophy

OCTOBER 1, 2020

When we try to forecast our preferences going forward, we often get it wrong. It’s a bias we all share called Naïve Diversification Bias. It happens a lot when we are making decisions now about some form of future consumption, and it can lead to feelings of dissatisfaction with our purchases. Naïve Diversification bias happens a lot at the supermarket.

Customer Journeys 178

Customer Journeys Consulting Groups Exercises 178

Win the Customer

OCTOBER 6, 2020

Customer service is one of the most important things to get right as a business – these moments of interaction with customers and clients leave a long lasting impression in individual hearts and minds. The sum total of these impressions is incredibly important to how your brand is perceived, and as people become more outspoken than ever on digital platforms, that counts.

Tips 173

Tips Customer Service Brands Customer Retention 173

GetFeedback

OCTOBER 8, 2020

Simplifying CX YouTube series video on how to use the CES metric.

Effort Score 273

Effort Score Metrics How To Video 273