Lumoa
AUGUST 5, 2022
According to Deloitte’s Global State of the Consumer Tracker survey, 77% of retail consumers are concerned by the increasing prices of everyday products. Companies in the retail space have traditionally leveraged indicators like customer sentiment to better understand their target audiences.
Storyminers
AUGUST 20, 2020
At number 71 on the 2009 Fortune 500 list compared to Microsoft’s number 35, Apple is hardly a David, but its ads are entertaining because almost everyone wants to throw a virtual punch at Microsoft. Posted in July 2009, it got over 24,000 hits in the first 24 hours and to date, has been watched more than 6 million times.
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Helen Dewdney
JULY 7, 2021
How satisfied with customer service are you? The Institute of Customer Service (ICS) published its bi-annual UK Customer Satisfaction Index (UKCSI) report today, 7 July 2021. It showed that the number of complaints about poor service in the last six months was at its highest level since 2009! out of 100), 0.4
CSM Magazine
DECEMBER 6, 2021
Holiday season performance is ‘make it or break it’ for the entire year for most retailers, and Holiday 2021 is certainly no exception. Now more than any other time of year, e-Commerce becomes a more dominant force in companies’ sales, and subsequently, online customer experience. The Great Resignation is also upon us.
CSM Magazine
OCTOBER 5, 2022
Sam Walton, one of the most powerful retailers in the world, built Walmart on Customer Service and price. The value of their company as a service leader has dropped as they have lost their focus on customer service when Lee Scott took over as CEO in January 2000. They are now known for price only. You got to be a service leader.
Forrester
OCTOBER 10, 2014
Q: When did your company first begin focusing on customer experience? Prior to 2009, customer focus had not been a crucial part of E.ON''s strategy. Customer satisfaction scores were often lower than market average scores across the group resulting in high customer churn. Customer Experience Forum EMEA.
CSM Magazine
NOVEMBER 27, 2020
Conversely, the motor insurance industry saw claims fall by an estimated £1billion, prompting insurers to jump on the opportunity to reimburse customers and retain their business. Panellists were asked about the impact on call waiting times and customer satisfaction levels as their contact centre colleagues adjusted to working from home.
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