CX Journey

SEPTEMBER 19, 2014

And yet, we still see some dismal statistics about how many companies don''t focus on the customer experience or think they focus on the customer experience but really don''t. $83 businesses every year due to poor customer service. Actually, the better phrase, their phrase, is "obsessed over customers."

Customer Centricity 160

Customer Centricity Poor Customer Service Metrics Customer Focused 160

Vonage

MARCH 2, 2017

The impact of this is highlighted in new research which estimates that UK businesses lose £12 billion every year as a result of poor customer service. Under these two metrics, organisations are still scoring, on average, lower than they were in 2013. But why is British customer service so bad?

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Helen Dewdney

AUGUST 9, 2019

In the three years from when King started, Sainsbury’s announced twelve consecutive quarters of sales growth. Its target of growing sales by £2.5 million was met three months ahead of schedule Despite the huge growth he found time to respond to customers. In 2012 he was responding to customers directly.

Case Study 56

Case Study Poor Customer Service Social Media Study 56