CSM Magazine

NOVEMBER 3, 2022

The bottom line is that the quality of your customer service determines the overall brand experience, and if it isn’t satisfactory, the average consumer is likely to shop around for other options. Not to mention, excellent support can often offset the effects of subpar products or services.

Customer Service 52

Customer Service Poor Customer Service Exceptional Customer Service Social Media 52

Joe Rawlinson

MAY 31, 2017

Use your data to help determine what could snag a customer during a renewal period. Offer to re-train loyal customers on a product to improve their own sales. Upgrade their software package to premium service or extend an invitation to a VIP conference.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Kayako

OCTOBER 29, 2015

Another study shows that customers are 65% more likely to become disloyal and spread negative word of mouth because of a poor customer service interaction. All of this indicates just how important it is that you are providing the best customer service at all times.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

CSM Magazine

MAY 24, 2018

Shep Hyken shares a classic example of poor customer service in the hotel industry—and how a new member of staff put things right. At a recent conference, the client gave their speakers a gift – a backpack filled with swag that included fancy water bottles, fleece pullovers and more.

Hotels 45

Hotels Poor Customer Service Conference Training 45

The DiJulius Group

SEPTEMBER 26, 2018

Economy Booming = Poor Customer Service There are many positives of an excellent economy. I will argue that there are a significant number of drawbacks as well. As a result of a booming economy, companies experience rapid growth and need more employees. This makes it an “employee market.” Read Full Article.

Poor Customer Service 42

Poor Customer Service Groups Customer Service Customer Experience 42

Playvox

SEPTEMBER 1, 2021

According to Microsoft , “30% of consumers expressed that not being able to reach a real person when they needed to was the most frustrating part of a poor customer service experience.

Customer Service 68

Customer Service Contact Center Virtual Agent Competitive Advantage 68

Oracle

JULY 10, 2019

You’ve probably heard the stats before, too: 33% of Americans will switch companies after one instance of bad customer service. US companies lose $62 billion a year due to poor customer service. But what happens when customer expectations are off the charts, and cross over into unrealistic?

Customer Expectations 47

Customer Expectations Loyalty Poor Customer Service Case Study 47