Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively. The consequence?

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Natalie Petouhof

SEPTEMBER 1, 2016

Tweet The phrase “customer service is the new marketing” has gained popularity with brands realizing that poor customer service takes current, and even potential customers, out of the marketing funnel. A strategy to meet the social customer care goals and objectives. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

Stella Connect

MAY 11, 2017

By that I mean immediately, right on the front line—where service teams are actively engaging customers. Case Study: Using VoC Data to Save the Customer Relationship. Approximately half of those 1,000 customers have completed follow-up feedback requests (you read that right: a 50% response rate ).

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

CustomerSuccessBox

NOVEMBER 24, 2021

Poor customer service, etc. It is at that stage that customers start seeing value in your offering. These reasons give a glimpse of why creating and proving customer value is extremely important. ROI of Customer Value. A sure shot way to prove value to customers is to quantify it. Maintenance costs.

ROI 52

ROI Poor Customer Service Social Media Net Promoter Score 52