Helen Dewdney
MARCH 7, 2022
Many airlines have not treated customers well, such as British Airways taking advantage of the law not being clear on refunds. If the carriers want consumers to flock back to the skies, they will have to treat them fairly. We certainly saw consumer patience wane. It is not about what is easiest for the airlines.
Kustomer
JANUARY 2, 2024
Here is a collection of some viral customer service moments this year, and how brands can learn from these experiences to improve their offerings and ultimately build trust and loyalty among consumers. The Real Milk and Honey refused to serve members of his family, while Old Lady Gang assigned his family a 90-minute wait time.
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CSM Magazine
DECEMBER 14, 2022
Phone channels have been the critical entry point to customer service for decades, but they are often a significant pain point for customers and brands alike, with lengthy wait times and high costs. This is something that brands must carefully consider to ensure that they are providing options to suit all consumers.
InMoment XI
NOVEMBER 20, 2023
As e-commerce becomes increasingly global and competitive, business leaders understand that technology can be a valuable tool in reconnecting with consumers. With AI, brands spend less time analyzing text-heavy analytics and more time making smarter decisions to drive change.
West Monroe
JULY 5, 2023
Featured Content Tech Trends to Watch Read More Over the 2022 winter holiday travel season, Southwest Airlines suffered an operational breakdown, leading to thousands of canceled flights. So powerful that the same research found 95% of consumers would stay loyal to a brand they trust. The result? But what creates trust?
Retently
MARCH 23, 2023
In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback. Consumer-focused banks reported an average Net Promoter Score in the 30s, indicating positive sentiment and overall satisfaction with the industry.
Alida
DECEMBER 15, 2016
The reality, however, is that mergers don’t necessarily improve patient care or lower costs for consumers. The reality is that mergers don’t necessarily improve patient care or lower costs for consumers. Today’s health care consumers are more empowered than ever before —and they expect a seamless experience. Conclusion.
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