Joe Rawlinson

JANUARY 6, 2016

In the last decade, there has been an influx of customer experience platforms that all offer the ability to capture data and give actionable insights to deliver exceptional customer service. Of course, companies need to determine the right type of qualitative research based upon their industry and customer type.

Exceptional Customer Service 60

Exceptional Customer Service Metrics Customer Service Average Handle Time 60

CSM Magazine

OCTOBER 30, 2024

Emphasizing the importance of supporting baristas, Starbucks plans to offer career growth opportunities, industry-leading benefits, and improved tools for exceptional customer service.

Leadership 52

Leadership Customer Experience Exceptional Customer Service Sales 52

Magellan Solutions

APRIL 19, 2023

8 Secrets to Improving Customer Service in the Insurance Industry with Outsourcing If customers do not get satisfactory service, they easily switch to other competitors. In order to keep up with the changing needs, improving customer service in insurance is one of the top priorities of businesses.

Insurance 98

Insurance Industry Customer Service Competitive Advantage 98

CSM Magazine

DECEMBER 10, 2024

The cryptocurrency industry has grown rapidly over the past decade, with more businesses and individuals adopting digital currencies. As the market becomes increasingly competitive, offering exceptional customer service has never been more crucial for cryptocurrency companies.

Self Service 52

Self Service Customer Service Multi-Channel Exceptional Customer Service 52

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores.

Industry 78

Industry Airlines Insurance Telecommunications 78

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. However, this approach may not always provide customers with the desired level of satisfaction.

Customer Service Representative 98

Customer Service Representative Industry Customer Service Chatbots 98

InMoment XI

MARCH 20, 2024

In the midst of a financial industry crisis, Metro Bank emerged in 2010 with a bold vision—to create fans, not just customers. They envisioned a landscape where exceptional customer service, inviting environments, and a commitment to personal connections prevailed over the conventional transactional approach.

Customer Centricity 195

Customer Centricity Net Promoter Score Banking Effort Score 195

CSM Magazine

JUNE 8, 2023

When people have pleasant, positive reactions while navigating returns or troubleshooting other issues, they’ll want to return to your store or services again and again. That gives companies with stellar customer service a serious competitive advantage. Founded in 2012, it’s been an industry leader in online gaming ever since.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Airlines 52

Kayako

JUNE 1, 2017

Over the past three years more industries have recorded a dramatic decline in customer satisfaction than those who have improved, according to the Temkin Group’s 2017 Experience Ratings Report (a cross-industry open standard benchmark of customer experience). Customer service collaboration is largely seen as a novelty.

Customer Service 233

Customer Service Return on Investment Fashion Customer Satisfaction 233

CSM Magazine

MAY 19, 2023

The peer-to-peer lending industry has grown tremendously over the years, thanks to the innovative approach to financing it brings to borrowers and investors alike. As a peer-to-peer lending company, you want your platform to stand out from the rest, and one way to achieve this is by delivering exceptional customer service.

Exceptional Customer Service 52

Exceptional Customer Service Company Customer Service Knowledge Base 52

InMoment XI

OCTOBER 19, 2023

The right solution for your business will depend on factors such as your industry, company size, and specific customer service goals. Selecting the Perfect Contact Center Solutions Contact center solutions are pivotal in delivering exceptional customer service and support.

Contact Center 273

Contact Center Customer Service Omni-Channel Call Center Solutions 273

ShepHyken

MAY 4, 2023

This is especially true in the customer service industry, where the ability to concentrate and focus on a single task is essential for providing high-quality service. When a customer service representative is multitasking , they are constantly switching their attention between different tasks.

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

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.

Customer Service 52

Customer Service Company Transportation Exceptional Customer Service 52

CSM Magazine

MARCH 28, 2025

The online casino industry is booming, and theres some good reasons why. With casinos looking to provide players with better experiences from the UI of their applications to the range of games and more, theres lots that companies from other industries can glean and use to benefit their own businesses. million users by 2029.

Company 52

Company Customer Service Hospitality Exceptional Customer Service 52

CSM Magazine

OCTOBER 21, 2024

The outsourcing industry in the Philippines has experienced exponential growth over the past two decades, cementing its reputation as a global leader in customer support services. The industry employs over 1.3 million Filipinos and generated approximately $26 billion in revenue in 2020 alone, according to Everest Group.

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

InMoment XI

APRIL 25, 2024

Since finances are such a personal part of our lives, consumers in the industry are the most withholding of their trust. Why Reputation Management Matters in the Financial Service Industry? Respond to Reviews Data shows that in the financial services industry, the average time taken to respond to reviews is 3.44

Financial 195

Financial Management Banking Insurance 195

CSM Magazine

FEBRUARY 6, 2025

Practical Learning Opportunities: Look for internships, case studies, and industry collaborations that prepare you for real-world challenges. Leadership Development: Strong leadership training is critical, as exceptional customer service starts with effective, empathetic leaders. More details 3.

Customer Centricity 52

Customer Centricity Leadership Hospitality Course 52

CSM Magazine

JANUARY 9, 2025

The iGaming industry thrives on its ability to offer immersive experiences, seamless gameplay, and unmatched entertainment. 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.

Customer Service 52

Customer Service Entertainment Poor Customer Service Loyalty 52

NICE inContact

OCTOBER 28, 2016

Our Open Cloud Platform integrates with leading CRM, compliance, help desk, ticketing, and workflow technologies to give customers the most robust customer experience platform available. Exceptional Customer Service Can Only Be Achieved By Empowering Agents.

Contact Center 164

Contact Center Contact Center Software Social Media Exceptional Customer Service 164

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. If it does not make sense, due to the question being inappropriate for the business or industry, I would say 0!

System 317

System Effort Score NPS Net Promoter Score 317

ShepHyken

NOVEMBER 22, 2019

This puts a lot of extra pressure on businesses to deliver exceptional customer service. It’s not enough to have a great product—that product also has to come with great customer experience. Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive.

Exceptional Customer Service 148

Exceptional Customer Service Multi-Channel Communication Customer Care 148

InMoment XI

MAY 2, 2024

It can be argued that reputation management for retail companies is more important than it is in any other industry. The benchmarks serve as a valuable tool for organizations looking to assess their reputational performance, set goals, make informed decisions, and drive continuous customer experience improvement.

Retail 195

Retail Customer Retention Strategy Management 195

CSM Magazine

NOVEMBER 17, 2024

This is where exemplary customer service makes all the difference. Here are some insightful tips to help you become a leader of customer service in the loan industry. But what if the person across the desk seems indifferent? Active listening shows your clients that they’re valued and respected.

Tips 52

Tips Customer Service Exceptional Customer Service Customer Service Representative 52

CX Accelerator

DECEMBER 12, 2017

It’s especially neat to consider that this change is not centered solely on innovation and automation, but that it’s rooted in exceptional customer service! What industry will CX revolutionize next? It’s exciting to think that Carvana has permanently changed the way we will all buy cars.

Meeting 182

Meeting Customer Journeys Fashion Exceptional Customer Service 182

CSM Magazine

JANUARY 30, 2024

These exemplars go beyond mere customer satisfaction they prioritize customer delight, setting a remarkable standard in the business world. a name synonymous with innovation, also shines as a beacon of exceptional customer service. Apple Inc.,

Customer Centricity 111

Customer Centricity Exceptional Customer Service e-support Case Study 111

CSM Magazine

DECEMBER 4, 2024

The eSports and gaming industries are rapidly expanding, with millions of players engaging daily across platforms. However, ensuring an exceptional customer service experience for those purchasing or trading gaming skins can be a significant challenge for providers.

Customer Service 52

Customer Service Self Service How To Policies 52

CSM Magazine

MARCH 11, 2025

The customer service market has undergone significant transformation in recent years, driven by technological advancements and evolving consumer expectations. Regionally, the customer service market exhibits distinct dynamics.

Customer Service 52

Customer Service Marketing e-support Omni-Channel 52

CSM Magazine

JUNE 13, 2024

As hospitality professionals, you’re likely aware that exceptional customer service is no longer just a nice-to-have—it’s a must. They recently implemented a system where repeat guests receive a customized itinerary based on their past activities and preferences.

Hotels 52

Hotels Trends Industry Customer Service 52

Comm100

NOVEMBER 29, 2021

Whatever your industry, live chat is an incredibly effective channel – when used correctly. Advances in technology and shifts in customer preferences mean live chat best practices are often changing. Advances in technology and shifts in customer preferences mean live chat best practices are often changing. Convinced now?

Average Handle Time 246

Average Handle Time Software Exceptional Customer Service Video 246

Calabrio

MARCH 22, 2025

By automating routine processes and streamlining workflows you can cut operational costs and free up agent time to handle more complex issuesa win for service quality and for lower costs. Minimize agent turnover The contact center industry has long struggled with high rates of stress, burnout, and turnover.

Contact Center 130

Contact Center Management Strategy Call Center 130

CSM Magazine

NOVEMBER 27, 2024

According to a report by PwCm , 73% of consumers consider customer experience a crucial factor in their purchasing decisions, while 65% say that a positive brand experience has more impact than effective advertising.

Self Service 52

Self Service Customer Service e-support How To 52

CSM Magazine

NOVEMBER 28, 2023

While these providers differ in their offerings, one critical factor has become a game-changer in this competitive arena – exceptional customer service. With PPH service providers such as Boss Action , whose main focus is on exceptional customer service, the market has expanded.

Sports 52

Sports Industry Exceptional Customer Service Government 52

NICE inContact

AUGUST 2, 2016

Great customer service has become necessary for building customer loyalty and is an increasingly important benchmark when companies are deciding where to take their business. A common theme for companies known for exceptional customer service is a robust, well equipped call or contact center.

Contact Center 121

Contact Center Contact Center Software Conference Exceptional Customer Service 121

Comm100

JUNE 30, 2016

With a range of workplace topics such as environmental compliance and project management, BLR Training Today addresses a diverse set of needs for a large number of different service industries. The Customer Service Training Library covers topics such as: The Power of Listening and Maintaining a Positive Attitude.

Customer Service Training 186

Customer Service Training Course Training Customer Service 186

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. Read the full case study here 5. Read the full case study here 9.

Examples 36

Examples Customer Service Case Study Hospitality 36

Magellan Solutions

SEPTEMBER 27, 2020

One of the keys to a successful business lies not only in the products or services but also to loyal customers. This is especially true for the insurance industry — an industry that relies greatly on its customer base. This is why good customer service in the insurance industry is important. .

Insurance 52

Insurance Industry Customer Service Customers 52

InMoment XI

FEBRUARY 8, 2024

Strategic services empower organizations to make informed decisions, maximize the value of their contact center solutions, and adapt to evolving customer needs and industry trends. However, there are a number of contact center best practices that transcend industries.

Contact Center 195

Contact Center Multi-Channel First Call Resolution Social Media 195