Beyond Philosophy

MARCH 8, 2017

Neither of them provides a Customer Experience worth mentioning—at least not in a positive light. Back in 2012, we did some research involving over 40 telecoms. We asked the Customer Experience professionals there to name a Telecom they admired for the experience they provided. Telecoms are bad at CX around the globe!

Customer Experience 124

Customer Experience Customer Centricity Poor Customer Service Customer Service Representative 124

Ecrion

MAY 17, 2019

Self-Service is Now Standard Customers would rather reference your company’s website or interact with an online assistant than call you with a question. In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. Comprehensive Support at Work and Home Want to make an impression on your customers?

Self Service 64

Self Service Customer Experience Customer Journeys e-support 64

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. Here’s an Example: Social Customer Care Increases Revenue and Customer Lifetime Value.

ROI 45

ROI Social Media Airlines Customer Service 45

Helen Dewdney

SEPTEMBER 4, 2018

On 12 July 2012, Helen Dewdney, The Complaining Cow, wrote only hersecond blog post. It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. Every little complaint helps! It all started with a little blog post…. The post was the first of many about Tesco. In summary.

Case Study 60

Case Study Consumers Study Social Media 60

ProProfs Chat

JUNE 14, 2019

We’ve compiled a list of 100+ customer service statistics and trends to help you provide delightful support experience. Latest Customer Experience Trends. What Customers Think of CX. Customers Communication Statistics. Poor Customer Service Experiences. Great Customer Service Statistics.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

PeopleMetrics

JANUARY 28, 2021

I joined in 2012. Believing in your people, recruiting good people, keeping them, keeping them challenged, keeping them engaged. And you know, that's just not things we say to our clients around employee experience and engagement - that's something we live at the company every day. Kirk: 2012, yeah.

Feedback 62

Feedback Customer Experience ROI Industry 62