Vonage

JANUARY 3, 2017

At NewVoiceMedia, we’ve recently updated our Serial Switchers report and found that UK businesses are collectively losing £11 billion per year through poor customer service. While the cost of bad service might seem huge, it’s actually 1.2 billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Customers today want to feel like the brands they support through their purchases are actually invested in them, too. Inject a Personal Touch.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

Eptica

JULY 27, 2016

Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver. A good example of the benefits of overhauling customer service is budget airline Ryanair. The result?

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Comm100

AUGUST 24, 2016

Despite these advantages, social media is not the preferred method of contacting a company for customer service, and in fact, has been on the decline in preference since its peak in 2013. Make your customer service options plentiful and easily accessible, and avoid small problems from boiling over into all-out disasters.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

CSM Magazine

OCTOBER 15, 2018

oz contact centers are sometimes too efficient for their own good leading to poor customer service and high agent attrition rates. Empower agents – through self-service to control their own schedules, select breaks and lunches, swap shifts and request time off with immediate feedback from their manager.

Contact Center 56

Contact Center Self Service Average Handle Time Travel 56

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. for every dollar that it invested in social customer care. Think about it.

ROI 45

ROI Social Media Airlines Customer Service 45

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. Posts included finding insects in rice and taking Tesco to court in 2013. Tesco was reported as having given £5,000 to charity and put training in place and that was it. The post was the first of many about Tesco.

Case Study 60

Case Study Consumers Study Social Media 60