CSM Magazine

FEBRUARY 29, 2024

The feature – which was the cover story in the UK-based publication’s weekend magazine edition – was focused on the latest Customer Satisfaction Index (UKCSI) from the Institute of Customer Service – which painted a bleak picture for UK businesses.

Journey mapping 52

Journey mapping Banking Self service Customer advocacy 52

CSM Magazine

SEPTEMBER 16, 2022

Activate your brand fans in the right way, and you’ll have a steady stream of new customers heading directly to your checkout this Black Friday. . A personalised service for every customer . Instead of simply looking at your sales numbers, prioritise nurturing customer advocacy in the run-up to and during Black Friday. .

Customer advocacy 52

Customer advocacy Sales Marketing Customer Service 52

CSM Magazine

NOVEMBER 7, 2018

Leading market research agency Explain Market Research, which is one of the UK’s leading experts in utility/energy research, has been working on innovative ways to explore how utility companies can engage with their customers. ” 3.

Telecommunications 221

Telecommunications Customer advocacy Chatbots Accountability 221

CSM Magazine

OCTOBER 26, 2016

Seek out data from a variety of sources at the most granular level; for example, activity tracked by the Internet of Things, real-time interactions with your own Web and e-commerce sites, social media, and online communities such as customer advocacy councils. Link your company’s customer strategy to its overall identity.

Brand ambassadors 66

Brand ambassadors Customer advocacy Consulting Consulting 66

CSM Magazine

FEBRUARY 9, 2021

The Ipsos study noted that empowering an insurer’s agents to resolve customer queries on that first call has increased customer advocacy by more than 50%. A collaborative approach has been proven to work. Growing at Scale.

Customer Experience 52

Customer Experience Customer advocacy Engineering Sales 52

CSM Magazine

MARCH 31, 2020

Each of these services are so seamless that the customer doesn’t even feel the powerful technologies behind them — which is a key component to any great CX tool — and have transformed the customer experience landscape. But if not implemented in line with your customer journey, a chatbot risks having the reverse effect.

Chatbots 72

Chatbots Contact Center Banking Accountability 72

CSM Magazine

FEBRUARY 16, 2016

The report also showed that the increased customer satisfaction driven by a Revenue Lifecycle Management approach improved yield and retention. Other benefits highly rated by respondents include enhanced revenue, improved customer advocacy, expanded market share and competitive differentiation.

B2B 40

B2B Customer advocacy Analytics Education 40

CSM Magazine

NOVEMBER 5, 2019

Increasing customer advocacy. Without needing to change anything in the existing business process and workflow, the addition of this layer of smart, location and order-status triggered communications provides immediate business benefits of: Improving first time access rate. Reducing expensive calls to contact centres.

Engineering 40

Engineering Customer advocacy Enterprise Marketing 40

CSM Magazine

DECEMBER 20, 2017

If you’re highly active on social media, then responding promptly to enquiries or complaints is essential for maintaining your business’ reputation as one that values their customers, in fact – responding to customers on social media can increase customer advocacy by as much as 25%.

Multi-channel support 40

Multi-channel support Engineering Customer advocacy Sales 40