InMoment XI

OCTOBER 10, 2022

The Power of a Good Customer Experience. 81% of companies who are able to deliver customer experience excellence outperform their competition. Source: Peppers & Rogers Group, Customer Experience Maturity Monitor, 2009) An improved customer experience directly affects the bottom line. Source: RightNow ).

Net Promoter Score 490

Net Promoter Score Survey NPS B2C 490

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 132

Chief Customer Officer Customer Centricity Call Center Metrics 132

ShepHyken

JANUARY 5, 2018

Let’s face it, customer service is the lifeline of any company. Of course, getting new customers is just as important, but it’s useless if your customer service experience is suboptimal. According to Forbes , Businesses are losing $62 billion per year through poor customer service.

Customer Service 81

Customer Service Poor Customer Service Multi-Channel Study 81

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 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Service Untitled

JUNE 14, 2011

million complaints against North American businesses last year; up 10 percent from 2009. So why are so many people so dissatisfied with customer service ? Jack Abelson, a retail industry consultant called customer service “abominable.&# The July issue of Consumer Reports stated there were 1.1

Poor Customer Service 42

Poor Customer Service Customer Service Representative Customers Retail 42

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. What interested me was how the importance of customer service varied in different industries. What interested me was how the importance of customer service varied in different industries.

Customer Service 52

Customer Service Poor Customer Service Culture Survey 52