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Why listening to customers matters in a recession

Thematic

How can you stay relevant to consumers in a competitive market - especially one under the pressure of a recession? During the 2008 recession, Starbucks came under threat. Due to the rapid decrease in consumer share, multiple Starbucks stores were forced to close, and many employees lost their jobs. What do they have in common?

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Every week should be Customer Service Week

Helen Dewdney

Consumers have seen customer service get worse and worse over the last couple of years. Whilst consumers can understand the reasons for rising prices and supply chain difficulties, customers can no longer tolerate the poor customer service that we saw at the beginning of the pandemic. Why just one week? No excuse for poor service.

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How B2B Brands Can Benefit from Social Listening

Brandwatch CX

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They can then contact these people/companies and attempt to nurture them into sales. In fact, it can be quite the opposite.

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How B2B brands can benefit from social listening

Brandwatch CX

It is easy to see the use-case for social listening when looking at large consumer brands They have hundreds of thousands, if not millions, of buyers and millions more of potential ones. They can then contact these people/companies and attempt to nurture them into sales. In fact, it can be quite the opposite.

B2B 52
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What did the EU do for consumer law?

Helen Dewdney

I have been asked a lot what EU law affects consumer law and what would happen to consumer law should we leave the EU on Thursday. EU legislation is intended to give consumers across the EU equivalent rights. See the UK European Consumer Centre for more details. The Consumer Rights Directive 2013 .

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More evidence that customer experience is about emotions

Customer Bliss

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. There’s been tons of research on the connection between emotions and customer experience/marketing, including this work from Northwestern in 2008.

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”Answer your phone!”, say frustrated customers

Helen Dewdney

The impact on businesses of consumers’ increasing irritation with phoning customer services is now greater than ever before. The ICS survey of 10,000 consumers across 13 industry sectors showed that 17.3% This is the highest level since their records began in 2008! Further help with complaining for consumers.