CSM Magazine

JUNE 7, 2023

Broadband specialists, Quickline Communications, speeds up customer service and service delivery in £1m+ contract with makepositive, part of Sabio Group. The £1m-plus collaboration marks an important milestone as Quickline continues to invest in optimising its operations and delivering exceptional services to its customers.

Wireless 52

Wireless Customer Service Telecommunications Consulting 52

Clarabridge

MAY 10, 2018

From 2008 to Today, and Back to the 80s: C3 2018 Day 2 Highlights. . Executive Vice Chairman, Founder and Chief Strategy Officer Sid Banerjee took us through the inception of the company and how the Clarabridge product suite has evolved to help brands optimize customer data and transform experiences.

Chatbots 40

Chatbots Coaching Self service Best practices 40

ShepHyken

NOVEMBER 7, 2018

In 2008 Domino’s was struggling and their brilliant leadership turned the company around. They also revolutionized their process and started building technology into the customer experience. What can you do to be more convenient for your customers? I included them in the chapter on technology. So, they improved.

Technology 222

Technology Customer Service Customer Experience 222

Fonolo

MAY 16, 2019

Customer service is often not seen as the effective marketing tool that it is. It’s no surprise: on the surface, the two departments and their goals seem distinct from one another: Marketing is all about customer acquisition (or, attracting new customers), while customer service is all about customer retention.

Marketing 124

Marketing Customer Service Advertising Customer retention 124

Beyond Philosophy

JUNE 26, 2017

Per, Retail Customer Experience, the CEO said they would close the stores because of “ persistent traffic decline.”. Mortgage bonds that were sold in 2012 stand to create the “next big short,” much like the mortgage-backed securities that went belly-up due to the subprime home loans in 2008. Then, The Children. Amazon knows it.

Consulting 305

Consulting Consulting Sales Customer Experience 305

CSM Magazine

OCTOBER 6, 2022

ResultsCX , a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced its strategic expansion into the U.K. ” Founded in 2008, 60K provides CXM services to leading U.K., and continental Europe are strategic markets for us.

Entertainment 52

Entertainment outsourcing Telecommunications Education 52

Talkdesk

JUNE 19, 2019

Founded in 2008, SimpleBills got its start when two college roommates saw the need for a utility bill-splitting service. Since then, they have expanded to serve more than 125,000 monthly customers in over 170 markets in 46 states across the U.S. SimpleBills does just that!

Customer Service 42

Customer Service contact center solutions Contact Center Metrics 42

TMP Direct

APRIL 29, 2015

Customer Service Fast Facts. Loss of customer loyalty: “Contact centers leave 18% of customers with unresolved issues. More than half of customers with unresolved issues (56%) are at risk of defection, or have already decided to leave.” customers with unresolved issues indicate the same. and Schwager, A.

Customer Service 40

Customer Service Advertising Contact Center Customer retention 40

ShepHyken

APRIL 11, 2017

Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more. The CEO and leadership team must buy in to the power of the NPS measurement and approve a budget for customer experience and retention. Customer feedback should be responded to in a timely matter.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. Companies that track and measure their customer service have a competitive advantage. seconds in 2008 with a mind boggling 19.19 Molded In Customer Experience Enthusiasm. Shep Hyken.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

CSM Magazine

FEBRUARY 7, 2020

In this context, customer service is crucial to attract and retain clients and do good business. Improving customer service for lending businesses is vital. Why Is Customer Care Crucial for Lending Businesses? The landscape of customer care has changed in the past years. Or the lack thereof.

Customer Service 52

Customer Service Interactive Voice Response Banking Customer Care 52

BlueOcean

JULY 3, 2019

US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. In particular, customer service agents are among the most in-demand roles in the US, making them extremely difficult to fill. Ultimately, your customer experience could be at risk.

Customer Service 63

Customer Service outsourcing Contact Center Education 63

ShepHyken

MAY 8, 2020

Indeed, customers are doing you an enormous favor by taking the time to alert you to a problem when it occurs, or to their happiness, when that’s the outcome. The value of feedback is heightened today, as customer experience sways purchase decisions more than ever. Because truth requires math. Exactly opposite feedback.

Feedback 167

Feedback Customer Experience Marketing Technology 167

CSM Magazine

DECEMBER 6, 2021

Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. In fact, 2021 is forecast to be one of the most treacherous holiday seasons since the Great Recession of 2008-2009. The Great Resignation is also upon us.

Journey mapping 97

Journey mapping Chatbots Contact Center CRM 97

TeamSupport

JANUARY 9, 2024

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. Fun fact: TeamSupport was founded in 2008!

Customer Support 59

Customer Support Technology CRM Chatbots 59

Chip Bell

OCTOBER 4, 2018

How would you feel if the grand opening of your new upscale steakhouse restaurant was in the fall of 2008? The post National Customer Service Week Hero for Thursday appeared first on Chip R. As your doors were opening, the Dow was falling 3600 points. Discretionary income was suddenly zero. image by free-photos via pixabay.

Customer Service 42

Customer Service Marketing Customer Experience 42

Ann Michaels and Associates

JANUARY 23, 2018

People love reading about bad customer service stories. They go viral because we’ve all been there – on the phone desperately needing help from customer service, or waiting in an endless line at the airport. Check out these five horribly bad customer service examples and what you can do to avoid them.

Customer Service 40

Customer Service Airlines Advertising Accountability 40

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. With these two incredibly different approaches in mind, here’s the challenge this article will answer: How can you become an expert in customer service in just thirty days? Customer service is a broad term. Break it into its components.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . AI is here to stay.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Eptica

FEBRUARY 6, 2019

Showing the speed of change, in 2008 the five largest global companies were PetroChina, Exxon, General Electric, China Mobile and ICBC (China). There are three key considerations – and they all have customer experience at their core: 1. Giant businesses such as Kodak, Toys R Us and Blockbuster have all disappeared.

Automotive 73

Automotive Best practices Banking Customer emotions 73

CSM Magazine

OCTOBER 20, 2020

The firm is helping customers including Cazoo , Direct Line Group’s Green Flag business and South East Water , to boost their customer service using Amazon Connect. Amazon Connect is a self-service, cloud-based contact centre service that makes it easy for any business to deliver better customer service at lower cost.

Engineering 52

Engineering Consulting Consulting Enterprise 52

CSM Magazine

APRIL 19, 2023

makepositive , which provides specialist Salesforce consulting and implementation services since 2008, achieved ‘Leader’ status in the ‘Implementation Services for Core Cloud’, ‘Implementation Services for Marketing Automation’ and ‘Managed Application Services’ quadrants.

Consulting 52

Consulting Consulting CRM Marketing 52

Interaction Metrics

JUNE 19, 2023

The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. The best way to think about CX vs. UX is that customer experience spans the ENTIRE customer journey.

Engineering 62

Engineering Surveys Government Metrics 62

Tethr

JULY 17, 2019

In 2008, the research team at CEB (now Gartner) surfaced a new measure, the Customer Effort Score (CES), that would change the way CX leaders evaluated the impact of customer service interactions on customer loyalty.

Customer effort 49

Customer effort Surveys Analytics Metrics 49

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Think about it.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

SmartAction

DECEMBER 15, 2021

The decline continued but stabilized around 2004 until the Great Recession of 2008 hit, which severely affected the labor participation rate. A live agent deals with anything handled outside of self-service. Those customer service reps have an assistant within the virtual agent. It’s a solved problem.

Contact Center 76

Contact Center Virtual Agent Agent burnout Self service 76

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 41

Customer Service Customer centricity Accountability Call Center 41

Talkdesk

AUGUST 19, 2016

While these facts are undeniably fascinating and enviable, the biggest attribute to their success is their incomparable customer service. According to USA Today, Amazon was the #1 company for customer service last year. It is now valued at $250 billion, with its stock soaring 70% in the final nine months of 2015.

Customer Service 40

Customer Service Customer centricity Accountability Call Center 40

Lumoa

JUNE 23, 2021

Did you know that American businesses risk losing a whopping $494 billion in revenue from poor customer care? In the age of smartphones, where support is only a click away, consumers have massive expectations when it comes to customer service.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Nicereply

MARCH 14, 2023

The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. But this book can help you solve those problems and put customer service at the center of everything you do.

Management 98

Management Call Center Metrics Entertainment 98

CSM Magazine

OCTOBER 6, 2020

As well as setting up the new remote outbound contact centre to run with minimal OPEX costs and IT resources, ECS augmented SEW’s existing contact centre systems to make it easier for agents working remotely to deliver an enhanced customer experience for inbound calls.

Consulting 52

Consulting Consulting Enterprise Analytics 52

Fonolo

JULY 10, 2019

Customers came to MEC stores to buy the best hiking, rock climbing, and back-woods skiing gear. Back in 2008, then CEO David Labistour looked at the tea leaves and saw that “the times they were a-changin.’” While MEC’s co-op status is unique, companies are short-sighted if they focus solely on just meeting short-term revenue goals.

Healthcare 103

Healthcare Call Center Engineering Self service 103

CSM Magazine

JULY 4, 2022

” VM Elevators was established in London in 2008 and has since grown to a nationwide company serving more than 50 locations across the UK. We are also reducing harmful emissions with home working, advanced scheduling and sharing of resources with other BigChange users. These are real savings for both the planet and the business.”

Finance 52

Finance CRM Engineering Enterprise 52

PeopleMetrics

MAY 12, 2015

Customer experience darling Zappos recently reported 210 of its employees have resigned. Those familiar with online shopping or customer experience know Zappos is not a common company. They’re built on customer service, and they’re a common reference for customer-centric discussion. A Call to Arms.

Employee engagement 107

Employee engagement Customer centricity Engineering Customer Experience 107

NICE inContact

NOVEMBER 8, 2019

It’s plain and simple, using plain language in customer interactions is good business for your contact center. When you use plain language across the customer journey, you’re offering better customer service. To learn more about improving the customer experience, check out our webinar on Digital-First Customer Service.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

Enghouse Interactive

FEBRUARY 12, 2021

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? There’s clearly no excuse for poor service, but the impact of COVID-19 has been wide-reaching on all sectors and how their customer service teams operate.

Best practices 54

Best practices Surveys Customer Service Technology 54

ijgolding

FEBRUARY 5, 2018

Apart from being a lovely chap, like many people in the global Customer Experience (CX) community, he is as passionate and enthused about developing knowledge and education around CX competencies as I am. It did not take long for me to start becoming interested in the customer service elements of the business.

Customer centricity 105

Customer centricity Customer advocacy Marketing Finance 105