CSM Magazine

MAY 22, 2018

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. customer service issues (16 percent), followed by email (12 percent).

Poor Customer Service 53

Poor Customer Service Omni-Channel Consumers Customer Service 53

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.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. Staff & service. Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Without feedback, you can’t understand customers’ perceptions and make plans to improve.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Effort Score 52

Effort Score Contact Center Analytics Call Recording 52

Magellan Solutions

MAY 14, 2021

Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. The pandemic has affected each and every business in the world. It means that during a virus outbreak, customer service will suffer because of a reduced workforce. So what does this mean? They can just Google it.

Call Center 52

Call Center Company Contact Center CRM 52

CustomerSuccessBox

JULY 11, 2022

However, if you work hard, you can design an offboarding procedure that makes a good first impression and leaves room for future business. The majority of businesses rarely give their departing consumers much consideration. Anyone who jumps ship is a dead-end for customer success in their eyes. What is offboarding?

Feedback 52

Feedback Consumers Survey Effort Score 52

Comm100

NOVEMBER 6, 2017

Social media is a modern day holy grail for businesses: should your company achieve a successful social media strategy, the promise is happiness (for you and your customers), abundance (of engagement and incoming cash flow), and longevity (of your corporation… social media is, after all, a major driver of what keeps businesses relevant nowadays).

Social Media 148

Social Media Examples Customer Service Tips 148