CSM Magazine

OCTOBER 9, 2019

The third post in our Customer Service Week series by Samantha Saunders examines the importance of employee engagement and recognition. Recognition: Celebrate your customer service heroes. Research also clearly supports the argument that the morale and engagement of employees directly impact customer satisfaction.

Brand ambassadors 45

Brand ambassadors Airlines Morale Government 45

Interaction Metrics

JUNE 19, 2023

In contrast, companies with an appointed CX director aim to improve customer relationships at all touchpoints — packaging, store layout, customer service, onboarding, repairs, billing, product returns, and more — not just the products and websites. Walk in their shoes. Test : End where you started: with the consumers.

Engineering 62

Engineering Surveys Government Metrics 62

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do?

Management 98

Management Call Center Metrics Entertainment 98

Toister Performance Solutions

DECEMBER 4, 2018

Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values. A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. One of those values was integrity.

Employee engagement 70

Employee engagement Surveys Accountability Feedback 70

Toister Performance Solutions

DECEMBER 31, 2019

A 2004 study by Booz Allen and the Aspen Institute found the same themes in almost every company's list of values: 90 percent included integrity 88 percent included customer focus 78 percent included employee focus The fix is simple. You can use the same process I use to help companies write their customer service vision statement.

Advertising 71

Advertising Scripts Coaching Accountability 71

Toister Performance Solutions

AUGUST 16, 2018

The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. out of 5) stars on Expedia Keep reading to learn the secrets behind the Midway's powerful service culture. Mission-Focused Last year, I had the honor of working with the Midway to help revise its customer service vision.

Entertainment 65

Entertainment Education Feedback Surveys 65

Contact Center Geek

AUGUST 7, 2014

Here's a question to my fellow call center and customer service colleagues: have you re-evaluated your company’s cancellation procedures in light of the recent Comcast cancellation fiasco ? As a customer of Comcast myself, I gasped at the story recently about Ryan Block, the AOL executive that tried to cancel his Comcast service.

Government 48

Government Average Handle Time Call Center Metrics 48

Kayako

FEBRUARY 18, 2016

I had a wonderful conversation with one of our customers recently. He said to me, “Mark, I love the service.”. I hesitated, and he said, “I just wish we got more negative feedback.”. Customers love giving feedback. He tells a story about the 2004 Olympic diving final. Then he said: “But”.

Sales 55

Sales Feedback Coaching Customer retention 55

Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. Pierce, O’Driscoll, Coghlan, 2004). When your contact center employees face angry customers, non-customers, or internal staff who are generally unpleasant, emotional labor can be particularly challenging. Managing Emotions.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Amity

MAY 15, 2017

We asked 10 Customer Success Leaders who’ve built and managed thriving Customer Success organizations “ How did you get started in Customer Success, and what led you to your current role? I got started in this industry back in 2004, shortly after I graduated from college. ” Here’s what they said.

Sales 71

Sales Consulting Consulting SaaS 71

Russel Lolacher

JUNE 27, 2022

A few reasons he is awesome – He is an international keynote speaker (a 2004 inductee into the International Professional Speakers Hall of Fame), best-selling author multiple times over with his most recent book Fully Staffed: The Definitive Guide to Finding and Keeping Great Employees available now. .” ” Eric Chester.

Real estate 52

Real estate Personalization Management Scripts 52