Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ShepHyken

AUGUST 30, 2019

This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle. While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value.

Loyalty Programs 103

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 103

transcosmos Information Systems

JULY 24, 2016

Regardless of the industry your business belongs to, there’s no denying that customers are and will always be your company’s lifeline. Thus, providing superb customer service support should be on top of your priorities. Resolving massive customer complaints on products and services . Aviation/Airlines.

Industry 48

Industry Customer Service Telecommunications e-support 48

Up Your Service

MAY 3, 2017

Our previous blog post demonstrated the power of customer voice in an unsolicited book review from a technology industry guru. This post makes the same point, but for the travel and hospitality – one of the most traditional “service” industries on the planet. The rise of white-glove customer service.

Hospitality 74

Hospitality Travel Industry Brands 74

ProProfs Chat

SEPTEMBER 20, 2019

companies lose more than $62 billion due to poor customer service. Not surprising, considering Americans tell an average of 15 people about a poor service experience, versus the 11 people they’ll tell about a good experience. . Bad customer service has become a major business problem today.

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

Interactions

MAY 22, 2019

It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. In fact, 59% of respondents who had contacted an airline, hotel, rental car, or cruise line in the past year did so through the phone, in both urgent and non-urgent situations. Self-Service is essential.

Travel 61

Travel Self Service Hotels Hospitality 61

CSM Magazine

SEPTEMBER 21, 2016

So why then would government care about providing good customer service? Forrester Research recently released its 2016 Customer Experience Index , and once again government still finished last across the 21 industries, with ratings falling between “very poor” to “ok.” And they obliged. The result?

Government 40

Government Customer Service Airlines Social Media 40

Interactions

MAY 22, 2019

It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. In fact, 59% of respondents who had contacted an airline, hotel, rental car, or cruise line in the past year did so through the phone, in both urgent and non-urgent situations. Self-Service is essential.

Travel 48

Travel Self Service Hotels Hospitality 48

Service Untitled

SEPTEMBER 16, 2013

This week was a drama-filled example of a customer “gone wild” when an incredibly frustrated customer service recording from Reddit was made public on YouTube. Was the customer service rule at the company never to hang up on anyone or be fired?

Customer Service 67

Customer Service Customer Service Representative Poor Customer Service Effort Score 67

Tricia Morris

JUNE 26, 2015

Sometimes an investment or a culture change supporting customer service is a hard sell to the CEO and the C-suite. So to help make the case, here are six things every CEO should know about the importance of customer service: 1. companies alone each year due to poor customer service. Let’s face it.

Customer Service 40

Customer Service Net Promoter Score Poor Customer Service Customer Service Representative 40

Bold360

OCTOBER 20, 2016

Attracting customers, keeping their attention, and providing the right product or service for their needs are all markers on the race track of a successful business. Losing sight of existing customers in the hopes of attracting new ones is like starting the race over from scratch when you’re already moving at 120MPH.

Self Service 85

Self Service e-support Multi-Channel Poor Customer Service 85

Tricia Morris

DECEMBER 4, 2015

Lessons from the holiday classic can be applied to almost any topic, in this case, customer service: 1. Your Customer Service Past Cannot Be Changed. A brand or organization’s customer service past cannot be changed, no matter how some wish it could. There is No Time Like the Customer Service Present. . “He

Customer Service 40

Customer Service Airlines Poor Customer Service Social Media 40

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard. Just think customer first in everything you do.

Strategy 158

Strategy Customer Centricity Social Media Analysis 158

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

Strategy 149

Strategy Poor Customer Service Social Media Analysis 149

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. What can we improve?

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

ProProfs Chat

JANUARY 17, 2020

Every single company in the world wishes to offer delightful customer service. . But, a lot of companies don’t have a plan in place when things go wrong during the customer service process. Not only did they report this news of United Airlines, but they also reported that the passenger faced severe injuries. .

Customer Service 97

Customer Service Social Media Poor Customer Service Feedback 97

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

ProProfs Chat

DECEMBER 21, 2020

If it’s to avoid seeing customers leave your business, then you aren’t alone in this. A lot of business owners want to reduce customer churn and retain as many as possible. Needless to say, customer retention is the core value for the growth of any business. Reasons why customer churn rate increases. Tweet this.

Strategy 98

Strategy Loyalty Programs Customers Loyalty 98

LiveChat

OCTOBER 6, 2017

Customer experience is the experience that a customer has with a brand. Customer service experience focuses on one specific area: service. It is about a customer’s opinion of the support they have received from a company. The term “customer service” covers a massive range of support options.

Customer Service 37

Customer Service Self Service Customer Experience Multi-Channel 37

ProProfs Chat

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. If you make customers unhappy on the internet, they can each tell 6000 friends.”. Read on to learn about the importance of customer experience in retail and tips on how to improve it. The Importance of Customer Experience.

Infographics 93

Infographics Customer Experience Omni-Channel Poor Customer Service 93