Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. 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. billion less than in 2013.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

CSM Magazine

NOVEMBER 3, 2020

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service?

Poor Customer Service 105

Poor Customer Service Customer Service Insurance Automotive 105

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. In fact, customers will demand it.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. Think about it. Or recommend them to your friends and family?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Helen Dewdney

DECEMBER 11, 2022

I first met John back in 2014. After selling kitchens, John spotted an opportunity to disrupt the market by giving customers a far better offer. John’s says that his continued commitment to providing amazing customer service is reflected in AO’s world-class NPS and Trustpilot scores. Use the code ELRCOW. Affiliate link.

Consumers 67

Consumers NPS Retail Industry 67

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. As the blog developed and included more stories of complaints gaining redress and consumer advice, Tesco appeared more and more often. Consumer law change. The post was the first of many about Tesco.

Case Study 60

Case Study Consumers Study Social Media 60

Comm100

MARCH 8, 2017

Like customers, customer service experts come from a wide range of backgrounds, each with their own unique perspective and take on the industry. We have compiled the following list of customer service experts so that you don’t have to. Roy Atkinson. RoyAtkinson. Chelsea Krost. ChelseaKrost. Shep Hyken.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Magellan Solutions

JUNE 15, 2021

In searching for outsource customer service solutions , you must consider how long an agent stays in the company. Outsource customer service solutions offer a wide range of benefits to any SMEs. Is it about the least expensive service? Hence, they can provide a better service quality for your consumers.

Customer Service 52

Customer Service Call Center First Call Resolution Customer Retention 52

Magellan Solutions

MARCH 9, 2021

Factors You Should Know About Customer Service Outsourcing. Customer service outsourcing is a strategy to improve customer retention. Top businesses succeed due to a lot of reasons and among them is good customer service. But how do we gauge that customer service plays a vital role in business?

Customer Service 52

Customer Service Call Center CRM Customer Service Representative 52

BirdEye

FEBRUARY 15, 2024

With an overwhelming 68% of consumers letting reviews guide their choices, enterprises must know the pulse of the market to craft a stellar reputation. In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage.

Automotive 110

Automotive Healthcare Hospitality Retail 110

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. and Execs In The Know.

Consumers 40

Consumers Multi-Channel Survey Customer Care 40

ShepHyken

MARCH 15, 2019

This week we feature an article by Tom Buiocchi who writes about the importance of the “behind the scenes” work facilities managers do in order to enhance the customer experience. When you think about how to provide excellent customer service, chances are facilities management might not be the first thing that comes to mind.

Customer Service 75

Customer Service Management Retail e-support 75

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. Research indicates that millennials in particular are very comfortable using chat for customer service from their mobiles.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Retently

MARCH 23, 2023

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

Net Promoter Score 113

Net Promoter Score Company NPS Effort Score 113

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives.

Self Service 48

Self Service Customer Service Social Media Retail 48

NetBase

AUGUST 4, 2020

Using social listening to solve consumer and brand concerns. And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. Where will your brand fit in and what will the consumer sentiment be? Solving Consumer Concerns.

Social Media 83

Social Media How To Consumers Brands 83

C3Centricity

OCTOBER 1, 2019

We all know how extremely demanding consumers have become in recent years. And customer satisfaction is becoming insufficient to drive growth alone. How do you treat your own customers, consumers and clients? Here are a few examples of other companies who go above and beyond in terms of their own customer service.

Customer Satisfaction 180

Customer Satisfaction Hotels Marketing Customer Centricity 180

Beyond Philosophy

NOVEMBER 10, 2014

Bain and company estimates that the amount spent to attract new customers as high as seven times more than keeping an existing customer. And the key to keep your customers is improving your customer experience because 68% of the customers that leave you do so because they are upset with the Customer Service they received.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Joe Rawlinson

JULY 8, 2015

Chinese retailers are taking interactive consumer engagement and social e-commerce to the next level via private messaging platforms like Weibo and WeChat, helping shoppers throughout the entire purchasing process via live chat and ongoing customer service. Lessons on online retailing can also be learnt from the East.

Customer Service 60

Customer Service Social Media Ecommerce Retail 60

Team HGS

AUGUST 29, 2017

3 Ways to Rethink Customer Service in the Subscription Economy. Customers are buying differently these days. Customers are buying differently these days. And that means evolving customer service to reflect the changing drivers and outcomes. . It’s the rise of the subscription economy.

Customer Service 52

Customer Service Retail B2B Video 52

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. Published on: August 19, 2015.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Win the Customer

NOVEMBER 14, 2016

Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Research has shown that in the period between 2009 and 2014, the number of Twitter users using the platform for customer service doubled to 22%. Let your customers rave.

Social Media 52

Social Media Customer Service Multi-Channel Airlines 52

ProProfs Chat

AUGUST 24, 2018

After making a purchase, you’re dissatisfied with a product or service. After being in touch with a customer service representative, the process becomes even more aggravating when a solution isn’t reached. Take your customer relationships seriously. Walgreens’ Customer’s Health Scare. We’ve all been there.

Customer Service 74

Customer Service Customer Experience How To Policies 74

Helen Dewdney

FEBRUARY 15, 2022

Supermarket giant responds to consumer activist Jack Monroe’s campaign. The consumer champion said. Dave Lewis, the former Tesco Group CEO, turned the chain around during his 2014-2020 leadership. Much of this was put down to listening to customers and doing what they sought. Tesco – once the listener.

Case Study 72

Case Study Social Media Groups Sales 72

Customer Bliss

OCTOBER 10, 2017

As Senior Vice President, Consumer Operations and Chief Customer Experience Officer (CXO), Maury is responsible for overseeing our end-to-end customer experience and the execution of customer-centric strategies to enhance customer loyalty and business growth. ” The Deliberate Timeline Of Improvement.

Customer Experience 154

Customer Experience Banking Hospitality Leadership 154

Helen Dewdney

JUNE 24, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Georgie Frost. 3) How well do you know your legal rights ( Consumer Rights Act , different sectors regulations etc.). I have also done a Consumer Rights law course and it is my job. Absolutely. I have not, no.

Consumers 36

Consumers Social Media Sports Poor Customer Service 36

Helen Dewdney

AUGUST 2, 2021

In my series of interviews with people in the consumer world, today is the turn of Matt Allwright. 3) How well do you know your legal rights (would be the Consumer Rights Act , different sectors regulations etc. I had the 2008 (amended 2014) Consumer Protection from Unfair Trading Regulations down pat. in the UK).

Social Media 76

Social Media Consumers Feedback Company 76

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Consumers are increasingly happy to use chat, so it is time for utilities to offer it.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Helen Dewdney

JUNE 15, 2019

In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Caroline Wayman, Chief Ombudsman at the Financial Ombudsman. It gives them a chance to try and put things right and lets them know where there might be a wider issue they need to look into for other customers.

Consumers 34

Consumers Social Media Financial Insurance 34

Experience Matters

JUNE 30, 2015

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) We compared the results between 2014 and 2015 and found that Dunkin’ Donuts increased the most, followed by MetroPCS , CVS , Rite Aid , Courtyard by Marriott , Aldi , and Wendy’s. population.

Airlines 120

Airlines Hotels Banking Retail 120

Think Customers

OCTOBER 29, 2014

You see, as Halloween continues to gain in popularity, consumers are now scrambling to conjure up costumes and stockpile sweets before one holiday rolls into the next. In fact, according to the NRF''s Halloween Consumer Spending Survey, consumers are expected to spend $7.4 billion on Halloween goods in 2014.

Trends 88

Trends Consumers Survey Strategy 88

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Conference attendees landed some terrific takeaways including these five related to the Summit’s new customer service track: 1.

Self Service 40

Self Service Wireless Customer Service CRM 40

Customer Enthusiast

SEPTEMBER 16, 2014

Now, here’s the irony: In each case when I reached out to brands on Twitter, it was clear that I was a customer: In one case , I expressed disappointment in the way a local Xenith rep failed to deliver pre-ordered football gear in time for the start of the 2014 season. Customer Service Employee Engagement Enthusiasm at Work!

Company 77

Company Customer Service Social Media Customer Retention 77

Helen Dewdney

OCTOBER 26, 2016

by Ofcom for “serious and sustained breaches of consumer protection rules” Ofcom undertook two investigations lasting 18 months. The investigation took place between 1 January 2014 and 5 November 2015 and Vodafone were fined £925,000. Refer to the correct consumer law. CISAS or Ombudsman Services.

Consumers 30

Consumers Financial Resources Training 30

Brad Cleveland Blog

FEBRUARY 10, 2015

Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations?

Consumers 21

Consumers Customer Care Meeting Customer Expectations 21