ijgolding

MARCH 22, 2017

A study by Convergys states that 73% of GenY customers will leave after one bad experience and have no hesitation to go public with their dissatisfaction. These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. billion was spent on the day itself.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48