Helen Dewdney

OCTOBER 3, 2022

Customer Service Week is organised by the Institute of Customer Service (ICS) and takes place during 3-7 October 2022. It is a week-long celebration of customer service. Although I welcome any focus on customer service, I believe that every week should be customer service week!

Customer Service 66

Customer Service Poor Customer Service Consumers Sales 66

Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. What do they have in common?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house. Here’s why.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Service Untitled

JULY 3, 2012

The conversion had been going on since 2008, and Wells Fargo promised to become more environmentally friendly and use less paper and forms. They also promised to have more in-house personnel to assist customers and to become more efficient. Companies need to use human contact in conjunction with the digital world.

Customer Service 72

Customer Service Banking How To Poor Customer Service 72

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. Others are less “optimistic,” saying that companies stand to lose up to $1.6

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Lumoa

JANUARY 2, 2022

In fact, a new study conducted by Oracle found that 88% of customers share their negative experiences with their friends and colleagues. According to the survey, only 35% will contact a company to give it a chance to resolve the issue. But customer dissatisfaction doesn’t have to damage your business.

NPS 208

NPS Net Promoter Score How To Social Media 208