CSM Magazine

JANUARY 28, 2025

Companies vested in customer success turn to education as a way to engage their audience. Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

OCTOBER 27, 2024

Regardless, good CX means using them properly and educating customers on why they should use them. Topics include automation, personalization, 24/7 support, and more. Sounds like a great strategy for all types of customers. My Comment: According to this article, consumers are in a “love-hate relationship” with bots.

Customer Service 198

Customer Service B2B Chatbots Education 198

ShepHyken

NOVEMBER 2, 2022

If every time you contact the customer, be it in person, over the phone, by email, texting, or any other form of communication, and all you do is sell, sell, sell, the customer will tune you out. Provide education. Provide education that’s tied to what you’re known for. Make it personal. Make your customers smarter.

Education 331

Education Personalization Customer retention Sales 331

Callminer

SEPTEMBER 12, 2022

CallMiner's annual LISTEN conference is back in person at Loews Miami Beach Hotel in Miami, October 31 through November 2. Register today for three days of education, networking and fun.

Education 69

Education Personalization 69

ShepHyken

MAY 7, 2021

He shares how brands can make their customers’ digital experiences more personalized. Are you looking to make your digital customer experience more personalized? Why personalized CX matters in the 21st century. Personalization is central to engaging and converting customers in the current marketing landscape.

Personalization 174

Personalization Customer Experience Chatbots Metrics 174

TeleDirect

MARCH 9, 2025

Building Customer Trust and Brand Reputation Customers expect their personal and financial information to be secure. Assign a unique ID to each person with system access. Maintain an Information Security Policy Educate and train employees on security best practices. Conduct regular security testing and audits.

Call Center 118

Call Center Best practices Education Engineering 118

Myra Golden Media

MAY 27, 2021

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! 17:33: How do we convince upper management that our language needs to be personal and not generic in chat and CS response? Questions came in from Idaho, Germany, North Carolina, Georgia, the UK, and Denver. .

Education 333

Education Personalization Management Customer Service 333

ChurnZero

MAY 30, 2024

Customer education is essential for the success of your product. However, not all companies have roles dedicated to customer education, and when customer education does become a priority, it can feel overwhelming to build a customer education program from scratch. It doesn’t have to be. It doesn’t have to be.

Education 107

Education Feedback Entertainment Metrics 107

ShepHyken

JANUARY 1, 2021

Especially at times when personalized customer experience-focused companies win. In this post, you’ll find tips on how to write personalized, positive, clear, and unique emails your customers will love. They won’t like that because they want a personalized experience. This is not a good way to do business. Shorten the Copy.

Customer Service 395

Customer Service Customer Support Education Personalization 395

Beyond Philosophy

FEBRUARY 15, 2017

Instead, educate them with positive reinforcement and embrace their ideas and experiences by inviting them to suggest better ways of doing things. Accept that conflict is a natural part of any relationship, business or personal, and learn productive methods of conflict resolution. 5. Embrace conflict, but make it constructive.

Construction 382

Construction Consulting Consulting Education 382

Bill Quiseng

JUNE 19, 2024

Educate with CARE. Then … Educate with CARE. Instead, educate your people interactively, frequently, and continuously with customer CARE, like telephone etiquette, service recovery, and prompt, polite, and personalized interactions. Instead, select people for passion and educate them with customer CARE.

Education 109

Education Customer Care Marketing Customer Service 109

TechSee

NOVEMBER 27, 2024

Let’s dive into the four key ways to improve customer experience, with 19 specific suggestions across the three: Key Concept 1: Enhance Service Interaction Providing personalized and efficient service interactions is pivotal in enhancing customer satisfaction and building enduring relationships with clients.

Customer Experience 124

Customer Experience Customer centricity Average Handle Time Telecommunications 124

AWS Machine Learning

FEBRUARY 29, 2024

Amazon Personalize allows you to add sophisticated personalization capabilities to your applications by using the same machine learning (ML) technology used on Amazon.com for over 20 years. You can also add data incrementally by importing records using the Amazon Personalize console or API. No ML expertise is required.

Personalization 109

Personalization Accountability Entertainment Construction 109

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. But they invest (being the key word) in bringing in talent for a limited period to educate them, explain the latest thinking and ensure success as consultants have done this many times and know the problems and pitfalls. Ten-thousand respondents ranked brands’ Customer Experience based on six categories.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

TechSee

MARCH 11, 2025

Elevated Customer Experience – AI delivers precise, personalized support, improving satisfaction and brand loyalty. Adoption is critical—train agents, educate customers, and optimize continuously. Define key performance indicators (KPIs) for growth, churn prevention, and operational impact.

Customer Service 109

Customer Service Education Self service CRM 109

Beyond Philosophy

JANUARY 2, 2019

Always be educating. However, impromptu education is fantastic, too. Once you submit, we compare your answers against what we know about the market and send you a free personalized report about where your organization is today. Send people to training courses. Sign up for webinars. Hire consultants to run a workshop.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

Callminer

OCTOBER 11, 2018

Nate is the Marketing and IT Manager for Maple Holistics , a company that provides all-natural and cruelty-free personal care products. Educating on self-service results in a better customer experience. In our industry, this would include student enrollment data being shared from higher education partners (colleges and universities).

Call Center 561

Call Center Metrics Contact Center Wait times 561

Beyond Philosophy

MARCH 4, 2023

Key Ideas to Improve your Customer Experience There should always be deliberate goals for everything we do in business, and that includes post-graduate education. Post graduate education in this case is an MBA, but the same goes for a Ph.D., law school, or medical or dental school, any other programs too.

Education 221

Education Personalization Customer Experience 221

Beyond Philosophy

MAY 9, 2019

They looked at the likelihood of people voting to approve additional taxes to fund education. They found voters were more likely to support education funding when voting in a school building versus voting somewhere else. A research team from Stanford looked at how the voting location affected the way people voted.

Consulting 379

Consulting Consulting Education Benchmark 379

Comm100

DECEMBER 8, 2024

What if every student had a personal assistant, ready to answer questions, offer guidance, and simplify their academic journeyall without ever taking a break? Higher ed chatbots are reshaping the student experience, offering real-time support, streamlining processes, and opening doors to a more connected and engaging approach to education.

Chatbots 52

Chatbots Education Government Personalization 52

ShepHyken

SEPTEMBER 28, 2018

Learning and Personal Development Software. Technology in HR is also changing the way companies provide training and education to their employees. A sound education platform that can be accessed on the go and connects back to performance management is the key to successfully boosting employee engagement in this area.

Employee engagement 273

Employee engagement Education Analytics Technology 273

ShepHyken

SEPTEMBER 23, 2016

Instead of trying to manage their health across apps, emails, postmail, and portals, members can have a unified, secured, and personalized space where they could see and take action on a variety of critical healthcare communications.

Healthcare 320

Healthcare Advertising Education Technology 320

Beyond Philosophy

AUGUST 2, 2024

Drawing from personal experience with Colin’s kitchen renovation, we highlight common problems that contribute to the negative perception of tradespeople and discuss ways to enhance their Customer Experience. These issues often leave customers frustrated and distrustful.

Education 221

Education Time management Customer Experience Personalization 221

Beyond Philosophy

MARCH 31, 2020

Digitization will also speed up in Education and Healthcare. Digital On-Demand and Personalization. Thinking about the future, this could turn out to be a trend that will allow personalization and more interactive delivery of content. Web Meetings and Working from Home (WFH).

Airlines 499

Airlines Healthcare Government Self service 499

Toister Performance Solutions

MARCH 29, 2025

Use clear language to avoid surprises Educate customers on what to expect Understand why customers don't read Week 3: Managing expectations The focus is creating strategies to manage customer expectations. When can we educate customers on what to expect? Set aside time to provide each person with coaching and feedback.

Management 82

Management Education Coaching Best practices 82

Beyond Philosophy

JANUARY 28, 2019

Your customers have different motivators depending on the variables that apply to their lives and personalities. When you can group your customers based on their behavior or psychographics (which are factors related to people’s personality type and personal characteristics), you can create personas that represent your customer groups.

Consulting 348

Consulting Consulting Benchmark Personalization 348

ShepHyken

MARCH 26, 2024

Perhaps it was a person who was helpful, knowledgeable, and friendly, which, by the way, are the three experiences customers say are most likely to get them to come back, according to our 2024 CX research (sponsored by RingCentral ). They made your experience enjoyable and easy. Or consider the simplicity of ordering a product from Amazon.

Entertainment 231

Entertainment Education Personalization Customer Service 231

ShepHyken

MAY 14, 2021

Take a look at Asana’s knowledge base page which is organized, educative, in-depth, and informative. Offer a personalized experience. Personalization as a brand ethos worked wonders pre-COVID and will continue to drive a positive customer experience post-COVID. Listen and take the customer queries and feedback seriously.

Journey mapping 236

Journey mapping Customer Experience Self service Personalization 236

ShepHyken

SEPTEMBER 10, 2021

Speak to your customers in a conversational and personal tone. Expectation: Customers expect personalization and want companies to understand their unique needs. Personalized customer service is about treating people as individuals. Personalized customer experiences drive up customer loyalty.

Customer Experience 261

Customer Experience Advertising Employee engagement Sales 261

ShepHyken

NOVEMBER 28, 2023

The truth is that as easy as it looks, it’s not easy. The lesson we take from this is that what’s easy for one person is not always easy for another. Someone’s education, training, and experience can make something seem normal or easy for them, but it can still be difficult for someone without the same background.

Technical Support 231

Technical Support Education Advertising Customer Service 231

CX Accelerator

SEPTEMBER 24, 2019

Don’t be afraid to share personal stories and show how passionate you are about CX. Those articles tend to discount the fact that many employees find change at work a difficult and personal experience, and they often assume that every CX professional has the power to implement any change they want.

Customer centricity 282

Customer centricity Education Government Personalization 282

CX Accelerator

NOVEMBER 11, 2022

While not required, the person in this role is often an extroverted visionary. Empathy and sensitivity are the traits you would look for in a person managing an EX program. LEARNING AND DEVELOPMENT Improving CX will always involve a cycle of re-education. The first person we would hire would be the Head of CX.

Journey mapping 307

Journey mapping Customer centricity Analytics Government 307

ShepHyken

NOVEMBER 17, 2020

E very executive should be the most strategic person in the room. You can’t necessarily be the smartest person in the room, but you can become the most strategic through education, motivation, inspiration and the chance for a little monetization.” . . E very executive should be the most strategic person in the room.

Education 43

Education Personalization Customer Service Customer Experience 43

Beyond Philosophy

NOVEMBER 1, 2019

He tells a story about forming a personal bad habit. Many organizations change experiences for the better with technology, but then fail to re-educate customers. You should groom customers out of that behavior and educate them into the new into a new habit that is beneficial for you. . Or, frankly, using the kiosk.

Airlines 350

Airlines Education Self service Consulting 350

ShepHyken

SEPTEMBER 14, 2022

They have become educated about what good customer service looks like. It all comes down to the person at the top of the organization deciding to create a culture that drives a positive service experience. They simply don’t know what to do. . The company can’t keep up. The first three reasons could all go under number four.

Customer Service 277

Customer Service Education Customer Experience Personalization 277

ShepHyken

SEPTEMBER 7, 2023

Stakeholder collaboration This person should be adept at collaborating with other departments like sales, marketing, product, and support to ensure a seamless customer experience. When looking for a platform, take all of this into consideration.

B2C 346

B2C Customer centricity Feedback Upselling 346