NICE inContact

AUGUST 23, 2016

Having a toxic culture creates low morale, which then bleeds over into both poor customer service and increased attrition. This article was originally published June 21, 2016 on ICMI. Start Planting. It takes time to grow a bountiful crop or culture, so get out there and start planting now.

Contact Center 108

Contact Center Culture Poor Customer Service Tips 108

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Average performance becomes the norm?

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Fail to provide strong, emotionally engaging service and customers will leave and switch to the competition.

Social Media 48

Social Media Poor Customer Service Ecommerce Retail 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Of those, 65% revealed they would never return to companies they had left. Share this page on: Tweet. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

CSM Magazine

SEPTEMBER 21, 2016

There are, of course, many good reasons for government agencies to focus on providing good customer service to constituents: it coincides with higher productivity (think first call resolution); it’s often included in government charters; it dramatically) reduces complaints and bad press; and it’s simply the right thing to do.

Government 40

Government Customer Service Airlines Social Media 40

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Gary McGrath , Customer Success Consultant.

Self Service 84

Self Service Social Media Trends Customers 84

Retently

OCTOBER 19, 2018

But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. The CCO Brings Customers Into the Creative Process.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Helen Dewdney

SEPTEMBER 4, 2018

It was a post about poor customer service and entitled Tesco – Phillip Clarke is no Sir Terry Leahy. Tesco, because if the service was not so utterly diabolical I wouldn’t have such good endless material for my blog or gone to court, ultimately gaining enough interest in what I do that encouraged me to write the book.”

Case Study 60

Case Study Consumers Study Social Media 60

Tricia Morris

JULY 25, 2016

In Microsoft’s 2016 State of Global Customer Service Report , 44% of the 5,000 respondents across Brazil, Germany, Japan, the UK and the United States said they feel it takes them, the customer, more effort to resolve their customer service issue than it does a brand. ————-.

Poor Customer Service 40

Poor Customer Service Self Service Consumers Brands 40

C3Centricity

AUGUST 17, 2020

But only 1% of customers feel that vendors consistently meet their expectations. 89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Customers 2020 Report. No company can afford to be a customer service laggard.".

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

C3Centricity

DECEMBER 3, 2018

74% of consumers have spent more due to good customer service (Source: Entechus.com). 89% of consumers have stopped doing business with a company after experiencing poor customer service. Source: RightNow Customer Experience Impact Report). Source: Customers 2020 Report). (Source: CEI Survey).

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

Joe Rawlinson

JULY 10, 2019

The result of a business is a satisfied customer.” ” Peter Drucker, better known as the father of management thinking, once gave us this beautiful gem of a quote. We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly.

Customer Service 130

Customer Service Customer Journeys Social Media Poor Customer Service 130

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Manage Your Social Media.

Tips 136

Tips Self Service e-support Social Media 136

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. As a manager, you’ll want to make sure to provide them.

Omni-Channel 40

Omni-Channel Travel Call Center Self Service 40

Vonage

SEPTEMBER 16, 2016

Leadership: In any company, the leaders develop the vision for the company’s culture, and in a customer-focused company, the leaders live by that vision and lead by example. In an operations-focused company, however, the management may have a “Do as I say, not as I do” approach. Let’s hope nuisance calls are making their long goodbye.

Customer Focused 120

Customer Focused Company Infographics Policies 120

Vonage

SEPTEMBER 5, 2016

Managers need to incentivize this by rewarding collaboration between teams. It’s important to have cross-functional teams and meetings, where departments can see how everything they do individually contributes to the overall customer experience. The $62 billion customer service scared away [INFOGRAPHIC].

Customer Experience 120

Customer Experience Infographics Customer Experience Professionals Poor Customer Service 120

Tricia Morris

DECEMBER 4, 2015

According to Microsoft’s 2015 Global State of Multichannel Customer Service, 97% say that customer service is very important or somewhat important in their choice of, or loyalty to, a brand, and 62% say that they’ve stopped doing business with a brand due to a poor customer service experience.

Customer Service 40

Customer Service Airlines Poor Customer Service Social Media 40