CSM Magazine

NOVEMBER 8, 2022

J W Hinchliffe (Tanks), a specialist in fuel tank services, has boosted its annual turnover by 35 per cent following the introduction of a BigChange job management system. In addition, the management of staff and vehicles is streamlined with automated checks and alerts, real-time tracking and 24/7 visibility of remote staff.

Finance 52

Finance Engineering CRM Advertising 52

Serenova

JANUARY 22, 2020

Meet Our Customer, Gravie, at CCW Nashville’s Meet the Customer Showcase. Serenova customer, Gravie , will join us Friday morning during the Meet the Customer showcase. Gravie was founded in 2013 in the throes of the initial confusion generated by passage of the Affordable Care Act. Win a Yeti.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

Serenova

JANUARY 22, 2020

Meet Our Customer, Gravie, at CCW Nashville’s Meet the Customer Showcase. Serenova customer, Gravie , will join us Friday morning during the Meet the Customer showcase. Gravie was founded in 2013 in the throes of the initial confusion generated by passage of the Affordable Care Act. Win a Yeti.

Healthcare 52

Healthcare Customer Care Contact Center Education 52

CX Global Media

JULY 12, 2019

Todd Hixon Capacity Manager, Hulu. Todd worked at Cabelas, Intuit and Travelocity prior to joining Hulu and has managed to survive the beneficially scientific strategy that can wind up with the eternal queue. Bill White Executive Director – Customer Care, ???Stuller, Stuller, Inc. Consolidated.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Beyond Philosophy

SEPTEMBER 11, 2014

Each year, we do a Global Leader Survey of top executives in Customer Experience Management. In 2003, Benjamin Black, website engineering manager and his boss, Chris Pinkham, vice president of IT infrastructure, presented a paper outlining the project. Customer Experience Trends 2013: Amazon Claims Top Position.

Banking 150

Banking Employee engagement Customer centricity Surveys 150

CallSource Insights

DECEMBER 27, 2018

An interview with one of CallSource’s Automotive Key Accounts Managers, Greg Semerdjian. Title: Key Accounts Manager. January 2013. Customer Care. Key Accounts Manager. Care to walk us through those? I started in Customer Care in 2013. Name: Greg Semerdjian.

Automotive 45

Automotive Accountability Customer Care Management 45

ClearAction

DECEMBER 11, 2016

And so it is with every one of the groups in your company that is managing part of the end-to-end customer experience. Business results are correlated with coordination of customer experience management methods. So there are typically 2 things out of tune: (A) coordination among managers of various CX efforts. (B)

Customer Experience 73

Customer Experience Best practices Surveys CRM 73

Amity

JANUARY 22, 2014

The panelists included Mario Da Roza (Director of Customer Care at Trapeze Group), Kristian Gaetano (Manager, Customer Success at Achievers), Dave Strang (Team Lead, Professional Services at Achievers) and Jessica Weisz (Chief Customer Office at SoapBox). The event consisted of a panel discussion.

Chief Customer Officer 48

Chief Customer Officer Sales Customer Care Surveys 48

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Fonolo

MARCH 4, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. This is their story. The Path to Leadership. That’s a statement.

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

Fonolo

DECEMBER 2, 2015

In 2013 , CCMC and NOVA1 Contact Centers conducted a “Customer Rage Study” which found that customer problem rates have increased by five percentage points over 2011 (50% vs. 45%). The most compelling part of the study is why customer problems had increased. Reward customers for their feedback.

Call Center 70

Call Center Feedback Contact Center Customer Support 70

Tethr

NOVEMBER 1, 2018

4 Reduce effort in customer service interactions. Customer care leaders have been setting goals around reducing customer effort since The Effortless Experience was published in 2013. With speech analytics, these initiatives become measurable, and consequently much easier to manage.

Analytics 48

Analytics Self service Inbound sales Customer effort 48

Taylor Reach Group

MARCH 26, 2018

CEM 10th Annual Customer Experience Management in Telecoms Summit April 10 – 12, Vienna. 10th Annual Customer Experience Management in Telecom Summit has been designed for you to learn, share, and compare the latest trends in the telecom industry regarding customer experience.

Contact Center 51

Contact Center Call Center Customer Experience Big data 51

Comm100

AUGUST 24, 2016

But it might be largely due to your customer care practices. Here’s how you can tell if your customer service, for lack of a better word, sucks. You rarely—or never—have repeat customers. Your customer care staff is bitter and unmotivated. You have an aggressively sales-obsessed customer care strategy.

Customer Service 54

Customer Service Customer Care Scripts Sales 54

Fonolo

FEBRUARY 20, 2020

As the conversation unfolded, it became increasingly clear that the secret to a solid customer service program at a household name like ADP comes down to nurturing a positive culture: top-down, bottom-up, inside-out, from agent to leadership, and then on to the customer. HR, Talent, Time Management, Benefits and Payroll.

Customer Service 67

Customer Service Metrics Call Center Banking 67

CCNG

OCTOBER 19, 2022

(Temkin, 2018) Just 34% of respondents report they have three or more years of experience developing end-to-end journey maps, and 83% report their organization struggles to use customer journey maps to identify and prioritize CX efforts. Gartner, 2022) CX programs that exceed management expectations are 2.3 PwC, 2017).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Jon Arnold

OCTOBER 3, 2017

These developments are relatively easy to understand, but as the frame of reference shifts from the “contact center” to “customer care”, other disruptive forces are emerging. Secondly, within the digital realm, mobile devices caught up to the PC in 2013, and while PC usage has stagnated, mobility usage has grown 35% since then.

Marketing 40

Marketing Contact Center APIs Enterprise 40

Amity

JANUARY 30, 2014

Generating Consistent Customer Health Scores. Organizations that faced tremendous growth in customers in 2013 will need a means of providing a predictive view for potential issues as well as opportunities. – Leo Leung, Director, Technical Account Management, Nulogy. Fluid Organizations.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Netomi

JANUARY 5, 2022

A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. Her areas of expertise include market research, program management, marketing, instructional design, and training.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. But, what started as a focus on complaints management evolved into a strategic focus on delivering the best customer experience possible.

Banking 45

Banking Management Finance Government 45

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. Some of these penalties are directly tied to ineffective complaints reporting and management. But, what started as a focus on complaints management evolved into a strategic focus on delivering the best customer experience possible.

Banking 45

Banking Management Finance Government 45

Tethr

DECEMBER 7, 2020

In the book, we showed that while companies think they do an admirable job resolving customer issues (companies we surveyed said they get to resolution roughly 76% of the time in customer interactions), their customers tended to disagree. In no uncertain terms: Repeat contacts are toxic to the customer experience.

Coaching 72

Coaching Banking Customer effort Wireless 72

RichCall

SEPTEMBER 13, 2017

Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Teresa Cottam forecasts that: Meanwhile, tomorrow’s customers will be creative, will communicate across an array of existing and new channels but also in a new visual language. This is the future of customer service. Teresa Cottam.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. One of the best ways to evaluate customer feedback is through the NPS or Net Promoter Score.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. When I was in University I would not even have been able to tell you what Customer Success was. I graduated wanting to go work as a Brand Manager for a big fortune 500 company. Around 2013, we started to shift our focus.

Coaching 0

Coaching Engineering Upselling Marketing 0

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. This year, 68% of high performers reported having a role or a team dedicated to customer journey management.

Education 40

Education Metrics Marketing Journey mapping 40

Netomi

FEBRUARY 28, 2022

Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience. The voice of the customer, customer experience strategy (beyond customer support), business analysis, as well as human-centered design are all among Anastasia’s areas of expertise.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Comm100

NOVEMBER 6, 2017

This means not running any social media marketing campaigns that could offend or alienate a large group of customers. Back in 2013 Home Depot apologized after posting a tweet that featured two African American men drumming with a monkey. Takeaway: Be careful what you hashtag. Prevention Tip.

Customer Service 59

Customer Service Airlines Accountability Marketing 59

SmartKarrot

JANUARY 18, 2022

Found in 2015 by Vijay Yalamanchili, Keka, Keka is an HR and payroll management software designed for modern organizations. In addition to HR and payroll, the firm offers services like applicant tracking, leave and attendance management, time tracking, and more. Zoho is committed to offering outstanding customer service.

SaaS 11

SaaS Finance CRM Analytics 11

TechSee

DECEMBER 5, 2017

This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester. To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . ” 2. Coveo.

Contact Center 116

Contact Center Technology Self service Call Center 116

Comm100

OCTOBER 17, 2017

In 2013, Amy’s Baking Company became famous overnight after premiering on a particularly dramatic episode of Gordon Ramsay’s “ Kitchen Nightmares ” – a reality TV series that followed Ramsay’s attempts to help struggling food establishments improve their business. That’s a lot of potential for customer care.

Customer Service 49

Customer Service Customer Care Feedback Surveys 49