CSM Magazine

FEBRUARY 7, 2023

We saw this in the last big recession spanning 2007-2009. Disgruntled customers, just like elephants, remembered how poorly they were treated and voiced their dissatisfaction by disregarding previous brand loyalty and swapping to a competitor. This is the best way to influence brand perception, win sales, and build longer-term loyalty.

Self Service 52

Self Service Customer Experience Gamification Analytics 52

CSM Magazine

MARCH 13, 2020

AA Ireland found that using a number of chatbots, each focused on a specific customer service detail, enabled its webchat team to provide additional capacity and support to the customer service and sales teams. Applying the theory – how AA Ireland uses bots to drive customer engagement.

Self Service 64

Self Service Chatbots Contact Center Policies 64

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Being unclear, rude, or failing to listen to your customers leads to silent phones and poor sales. Nike sales fell.

Strategy 58

Strategy Social Media Airlines Software 58

CX University

OCTOBER 19, 2017

The liquid within lithium ion batteries is highly flammable, which explains other phone explosions and issues over time , including Nokia issues in 2009 and an iPhone giving someone third-degree burns in 2015. The open market impact was disastrous in brand value, perception, customer experience and trust.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66