June eNewsletter 2019
A Journey Worth Knowing ...
For many of us in the customer service business, we know that customers don't materialize from thin air and they certainly don't stay because we wish for them to do so.
Those that relate best to their customer do so because they understand what it took for that customer to trust them: the Product, the Service and especially and the Promise. Spoil any of those aspects and the journey comes to an end.
In this issue, we challenge your thinking regarding your relationships with your customers.
Do you know their story? Do you know what they find relatable to you? Do you know why they want to continue doing business with you? Do you know why they choose to leave?
Remember, your customers have the answers to many of the questions that keep you awake at night.
Know their journey.
This issue is jam-packed with excellent reading on the entire Customer Experience delivery.
CUSTOMER SERVICE: Importance
CUSTOMER SERVICE: MUST have Skills for your Team
BLOGS: Customer Service Success
CALL CENTER: Customer Service
Get to Know cbsi: Sonia Perugini
Each month, cbsi offers a YouTube channel that introduces the world to a variety of cbsi employees.
In this month's theme of Examining the Customer Journey, we talk with Sonia Perugni. A must listen.
Customer Experience and Webinars
The Customer Service Summit West
Customer Contact Week Vegas
Calabrio Customer Connect
Practical ways to Boost Agent Morale
Five Great Ways to Channel Shift Customers from Phone to Digital
The Key to Better Conversations with Customers
Webinar: Self-Service Strategies for your Contact Centre
Webinar: The New Rules for Customer Experience
cbsi Product Spotlight: Purchase Security
Protect Against Porch Piracy with Purchase Securitycbsi is helping financial institutions protect their cardholders from the financial impact of porch piracy with valuable coverage.
Online shopping has become a great convenience for so many, however ‘porch piracy’ continues to derail and ruin the experience for customers.
Fortunately, the Purchase Security benefit can help.
If an eligible account is used, Purchase Security can reimburse the cardholder for the purchase price of their package in the event it is stolen during delivery.
Contact us today to confirm if your cards carry this benefit. This will make sure your card is top of wallet or app.
For more information on this benefit and how you can help protect your cardholder’s purchases, please contact us at:
Here are just a few video highlights to get you started:
WCBS Business in NYC
2019 Marketing EDGE Awards Gala in NYC
2019 Card Forum Highlights