Experience Investigators by 360Connext

OCTOBER 8, 2024

Outside his speaking and consulting, Rohit has taught persuasive speaking and global marketing as an adjunct professor at Georgetown University, is frequently quoted in the global media and writes a monthly column on non-obvious ideas for Inc magazine. Rohit lives in the Washington DC area with his wife and is a proud dad of two boys.

Entertainment 143

Entertainment Retail Trends Banking 143

ShepHyken

DECEMBER 16, 2024

Magazine) A growth-at-all-costs mindset can land a company in hot water, creating misalignment with consumer needs and preventing the development of the long-term customer relationships that are foundational to healthy businesses. What does that mean? Building Relationships That Last a Lifetime by Inc. Custom Studio (Inc.

Loyalty Programs 62

Loyalty Programs Customer Service Contact Center Loyalty 62

CSM Magazine

OCTOBER 14, 2024

Time Efficiency Everyone can relate to the dragging hours in a waiting room, flipping through vintage magazines, and watching the clock tick away time. Telemedicine cuts through this inefficiency, letting you slot appointments into your day as seamlessly as pairing your morning cup of coffee with your go-to podcast.

Healthcare 52

Healthcare Customer Service Hospitality Customers 52

CSM Magazine

NOVEMBER 11, 2024

Industry Publications: Stay informed by reading industry-leading magazines and blogs, such as Customer Service Manager, Customer Think, and CX Today.

Tips 52

Tips Customer Service Management Contact Center 52

InMoment XI

JANUARY 20, 2024

A retailer would air a commercial on TV or run an ad in a magazine – and cross their fingers that it would resonate with at least a portion of viewers. Ultra-Personalized Experiences for Every Shopper In the world of retail, generic, one-size-fits all communication and experiences were once the norm.

Retail 195

Retail Customer Experience Social Media Chatbots 195

ECXO

FEBRUARY 26, 2024

This is why businesses often benefit from repeated advertising and maintaining consistent branding, in billboards, magazines, social media, etc. The Mere Exposure Effect The mere exposure effect is a psychological phenomenon where people develop a preference for things simply because they are familiar with them.

Sales 345

Sales Customers Social Media Examples 345

CSM Magazine

FEBRUARY 4, 2025

Review streaming platforms, gym memberships, online tools, and magazine services. Review and Cancel Unnecessary Subscriptions Many people are surprised when they review their recurring subscriptions and discover how much theyre spending on unused services. Cancel anything you havent used recently, and be sure to check for hidden charges.

Financial 52

Financial Tools Strategy Tips 52

DCX

FEBRUARY 2, 2025

Source How to Spot Solutions Others Miss Break Out of the Same Old Thinking Jason Feifer, editor-in-chief of Entrepreneur magazine, shares a big idea: cognitive entrenchment. The right balance between guidance and flexibility creates seamless, high-converting experiences.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

CSM Magazine

OCTOBER 29, 2024

Video games have become much more than just entertainment. With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Today, games also have the power to develop positive skills, educate, and inspire millions of players worldwide.

Video 105

Video Entertainment Culture Transportation 105

CSM Magazine

DECEMBER 19, 2024

Retail theft soared in the first half of 2024, with a rate 24% higher in major U.S. cities compared to the same period in 2023, CNN reports. This theft also costs businesses an average of almost $70 billion per year. In response, some retailers have adopted facial recognition technology to curtail theft and associated losses.

Retail 98

Retail Video Technology Survey 98

CSM Magazine

FEBRUARY 6, 2025

A customer service roadmap is a strategic plan that outlines the goals, processes, and milestones needed to offer exceptional customer support.

Roadmap 83

Roadmap Self Service Customer Service Customer Journeys 83

CSM Magazine

MARCH 19, 2025

The world is becoming more and more globalized such that businesses are now interacting with customers from all corners of the globe more prominently. Providing exceptional customer support requires clear and accurate communication, yet language barriers often stand in the way.

e-support 59

e-support Chatbots Competitive Advantage Case Study 59

CSM Magazine

MARCH 17, 2025

Customer satisfaction (CSAT) and Net Promoter Scores (NPS) are invaluable metrics when it comes to understanding your customers’ experiences and loyalty. But heres the challenge businesses often facehow can you improve these scores without significantly increasing operational costs?

NPS 52

NPS Self Service Net Promoter Score e-support 52

CSM Magazine

MARCH 27, 2025

If your contact center feels like its constantly busy but your customer satisfaction scores remain low, chances are there are hidden inefficiencies hampering performance. These inefficiencies dont just hurt your teams productivity; they negatively impact the customer experience , increasing complaints and lowering retention rates. The good news?

Contact Center 52

Contact Center Self Service Net Promoter Score Call Recording 52

CSM Magazine

MARCH 19, 2025

Transparency within organizations has become a must in the ever-evolving businessworld. Having transparencyin actions and words creates trust and collaboration in the team. Yet, many organizations still face challenges in making transparency tangible.

Employee Engagement 52

Employee Engagement Healthcare Financial Innovation 52

CSM Magazine

MARCH 17, 2025

The customer is always right. Its a phrase we’ve all heard, but in the hospitality world, sticking to this mantra is becoming increasingly challenging. Some challenging customer behaviors are making it clear that this principle isnt always fair, practical, or sustainable for restaurants in todays world.

Hospitality 52

Hospitality Social Media Policies Guest Experience 52

CSM Magazine

OCTOBER 29, 2024

In the world of online casinos, it’s no longer just about offering the biggest bonuses or the most enticing games. Today, exceptional customer service has become a crucial factor in attracting and retaining players.

Customer Service 52

Customer Service Customer Experience Exceptional Customer Service Social Media 52

CSM Magazine

MARCH 13, 2025

How do you know your customers are truly satisfied? Its a question that can make or break a business. Measuring customer satisfaction isnt just about knowing if people are happyits about understanding what drives loyalty, repeat business, and positive word-of-mouth. Following the right numbers lets companies change how they do things.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

CSM Magazine

MARCH 4, 2025

Product returns are a fact of life for most businesses. Whether its a sizing issue, a defective item, or simply a change of heart, customers value the opportunity to return productsand they expect the process to be hassle-free.

Management 52

Management Transportation Policies Retail 52

CSM Magazine

MARCH 27, 2025

Effective customer communication is critical for building relationships, boosting satisfaction, and driving business success. Whether you’re sharing product updates, resolving issues, or engaging customers with personalized offers, how you structure and manage your messaging can significantly impact your outcomes.

Chatbots 52

Chatbots Guidelines Social Media Omni-Channel 52

CSM Magazine

MARCH 27, 2025

Moving to a new home is exciting, but the logistics can be overwhelming. Whether you’re planning an intrastate move, a long-distance move, or even an international move, choosing the right home removalist services is key to a smooth transition.

Policies 52

Policies Training Tips Customer Experience 52

CSM Magazine

FEBRUARY 4, 2025

From Baby Boomers to Gen Z, each generation has unique expectations, communication styles, and preferences when it comes to customer service. To truly excel in providing a personalized experience, businesses need to adapt their approach to cater to these diverse needs.

Self Service 64

Self Service Customer Service Social Media Multi-Channel 64

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

CSM Magazine

JANUARY 6, 2025

Empathy is more than a theorymany companies have made it the cornerstone of their customer support strategy. By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions.

Examples 52

Examples Case Study Study Training 52

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

CSM Magazine

NOVEMBER 26, 2024

A well-designed customer journey has become essential for brand success, with 73% of consumers emphasizing that customer experience strongly influences their purchasing choices.

Interaction 52

Interaction Engagement e-support Chatbots 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.

Innovation 52

Innovation Customer Experience Omni-Channel Social Media 52

CSM Magazine

OCTOBER 15, 2024

In any business, the phrase “the customer comes first” isn’t just a buzzword—it’s a guiding principle that can determine success or failure. Whether you’re running a small startup or managing a global corporation, prioritizing your customers’ needs should be at the core of your operations.

Customer Centricity 52

Customer Centricity Innovation Culture Loyalty 52

CSM Magazine

MARCH 20, 2025

Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity.

Call Center 52

Call Center Tools Self Service Contact Center 52

CSM Magazine

MARCH 12, 2025

In the world of fast-moving consumer Goods (FMCG), product recalls are an inevitable challenge that brands must confront. Peter Gillett, CEO of Marketpoint Recall, provides insight. Its impossible to tell quite how many returns have happened in the first two months of 2025 but a scan of the news will tell you there have been many.

Loyalty 52

Loyalty Brands Social Media Guidelines 52

CSM Magazine

MARCH 26, 2025

Innovation in the Java ecosystem relies on modern syntax, advanced frameworks, and strong security habits. Professionals who refine these abilities continuously can build stable, high-performance applications.

Software 52

Software Resources Survey Tools 52

CSM Magazine

JANUARY 9, 2025

Your first 100 customers are more than just numbers – theyre the cornerstone of your business. These early adopters validate your idea, provide invaluable feedback, and help establish a reputation that sets the tone for growth.

Social Media 52

Social Media Loyalty Feedback Study 52

CSM Magazine

NOVEMBER 12, 2024

It’s well-known that keeping an existing customer is far more cost-effective than acquiring a new one. This understanding has pushed customer retention to the forefront in many businesses today. Yet, while companies have embraced new marketing strategies, retention strategies often lag, with many relying on outdated methods.

Customer Retention 59

Customer Retention Competitive Advantage Analytics Loyalty 59

CSM Magazine

MARCH 19, 2025

Effective leadership is one of the keys to success in thisfast-moving business world, which is why it is undergoing a major evolution. Coaching hasbecome a powerful resource for individuals hoping to grow in their leadership. This post considers how coaching can help people achievetheir leadership goals. What IsLeadership Coaching?

Leadership 52

Leadership Innovation Communication Analysis 52

CSM Magazine

MARCH 5, 2025

Hiring outside help for customer service can really change things for a company. Lower costs? Improved efficiency? Absolutely. More time to focus on your business’s core goals? Outsourcing is big business and it’s growing.

Customer Service 52

Customer Service Case Study Chatbots Customer Satisfaction 52

CSM Magazine

MARCH 27, 2025

Strong client communication sits at the heart of every thriving business. Whether dealing with customers, partners, or stakeholders, keeping those channels smooth, efficient, and engaging is a must. Dropped balls in communication can spark confusion, tank customer satisfaction, or even cost a company deals.

Communication 52

Communication Self Service Chatbots Wait Times 52

CSM Magazine

JANUARY 9, 2025

Picture this: A customer has spent time and effort to reach and engage with your customer service agent through their channel of choice when they’re suddenly forced to switch to a phone call just to make a payment securely.

Customer Experience 52

Customer Experience Competitive Advantage Abandon Rate Groups 52