ShepHyken
MAY 23, 2018
Two years ago I reported on NewVoiceMedia’s “serial switchers” report that indicated that $62 billion was lost due to poor customer service. Customers want and expect more than ever before – because that’s what we have we taught them. That failure results in 67% of customers becoming what they call “serial switchers.”
Vonage
SEPTEMBER 16, 2016
Their hiring and training is focused on customer service, and they truly deliver it. Here are some areas that differ between customer-focused companies and operations-focused companies: Empowerment: Employees in a customer-focused company are given the freedom to make decisions for the benefit of the customer.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
GetFeedback
DECEMBER 21, 2018
US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (
ShepHyken
SEPTEMBER 14, 2022
Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. So, let’s consider what could be behind this.
ShepHyken
SEPTEMBER 30, 2020
That goes a long way toward creating a great customer experience. On the flip side, what influences poor customer service? Rudeness and apathy, not being treated like a valued customer, lack of knowledge and expertise, slow response times and having to repeat information were the top pain points for customers.
ShepHyken
MAY 12, 2019
My Comment: Just as it takes more than just good customer service to keep a customer coming back, a bad customer experience may not cause you to lose customers, either. Counter-intuitive as that may seem, the author is making the case that companies who deliver poor customer service are “most profitable.”
CSM Magazine
JUNE 19, 2022
Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line. Research by Microsoft found that 58% of consumers simply switch companies when they have a poor customer service experience. Another great example is Best Buy.
Expert insights. Personalized for you.
97 
Let's personalize your content