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The social media dilemma: how to get the most dangerous customer service channel right

Vonage

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. But, what makes customers switch to a competitor?

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How Independent Retailers Can Enhance Digital Customer Experiences

Win the Customer

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. What does heat map data tell you about where customers are paying the most attention on your home page and how can you use those elements elsewhere on your site?

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Seven technologies to improve customer service in SMBs

Vonage

Perceived customer engagement will also be improved, as the agent can focus on the caller, rather than searching for their details. John also suggests integrating a customer survey into the CRM system, so that it’s launched immediately after the transaction has closed. Social media.

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10 Warning Signs That Your Customer Service Sucks

Comm100

However, not many people take the time and energy to alert businesses to their subpar service—they just don’t ever use their services again. 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.

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Is the grass greener on the other side?

Vonage

According to a study by NewVoiceMedia, US businesses are losing $62 billion per year, as a result of poor customer service. A figure which has increased by more than $20 billion since 2013. We’re still a nation of serial switchers, and once you lose a customer, they’re unlikely to come back.

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Calling CEOs to read emails from your customers and learn about your own business

Helen Dewdney

He says; “If a CEO says they care about customers, do they mean it if they don’t deal with customers themselves? I want to see what customers are saying. Gavin Patterson was CEO of the BT Group from September 2013 until February 2019. He spent an hour each day responding personally to customer emails.