InMoment XI

NOVEMBER 2, 2021

Organizations should never underestimate the power of service recovery— 70 percent of customers who have a situation resolved in their favor will return to a brand, while a 10 percent increase in customer retention can grow a company’s value by 30 percent. Eliminating such costs can save companies time, resources, and revenue.

ROI 260

ROI Customer Retention Infographics eBook 260

C3Centricity

SEPTEMBER 3, 2018

As a customer centricity champion, just like you I hope, I spend a lot of my time researching what customers want. My regular searches online include customer service, customer satisfaction, customer care and similar topic areas. Customer Centricity. By your customer care, that’s how.

Customer Centricity 168

Customer Centricity How To Customer Satisfaction Social Media 168

Russel Lolacher

JUNE 29, 2021

As someone who has worked in public sector customer care for more than a decade, I’ve found that World Social Media Day is a great opportunity to educate your organization about what a social media group does and why it does it for the benefit of the brand and its customers. Resources for More Information.

Social Media 98

Social Media Infographics Travel Government 98

Russel Lolacher

DECEMBER 10, 2019

.” Over the years, many a branded platform has been launched, with little to no long-term social media customer service strategy… or even a short-term one. It’s been very much about “getting out there” rather than dedicating the time and resources to make it successful. A social media strategy is only half the battle.

Social Media 102

Social Media Customer Service Strategies Strategy Customer Service 102

Russel Lolacher

JUNE 7, 2021

Though the tact of DOING social isn’t ideal for your customers, it does (sadly) have its benefits for the organization. Less time needed – if you care about your side of the communication, you don’t need to waste time on the relationship and trust building part. And you provide that opportunity by caring about them.

Social Media 75

Social Media Video Engagement Customer Relationship Management 75

ShepHyken

DECEMBER 2, 2019

Each week I read a number of customer service and customer experience articles from various resources. Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best by Patty Isnor. A great way to motivate the people you work with as well as get customers excited about doing business with you!

Customer Service 20

Customer Service Infographics Culture Retail 20

ShepHyken

AUGUST 21, 2017

Each week I read a number of customer service and experience articles from various online resources. Tips On How To Handle Racist Customers by Kelechi Okeke. CXService360) What do you do when a customer hurls racist remarks at an employee (you) or other customers? Here are my top five picks from last week.

Customer Service 19

Customer Service Infographics Fashion Social Media 19