BlueOcean
JANUARY 6, 2020
As we close out the decade, we can safely make two sweeping statements: consumers have more channel options to reach a resolution than they did ten years ago, and we know a whole lot more about consumer behaviors than we did ten years ago. To put it simply: focus on your holistic customer experience design before you add new channels.
ShepHyken
NOVEMBER 14, 2016
ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. When a customer tweets to a company and receives a response, the customer is willing to spend 3-20% more. 8 Realistic Customer Service Trends for 2017 by Sven Ri. Where customers go, service follows.
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Myra Golden
JUNE 2, 2016
Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.
Myra Golden
JUNE 2, 2016
Although this sounds like a good thing, the net result is an increase in stress for frontline customer service professionals. According to Newsweek magazine, the stress level of consumer services professionals is comparable to that of air-traffic controllers and police officers.
ShepHyken
DECEMBER 14, 2018
An incorrect email address or a missing point of contact could be the difference between ruining a customer relationship forever and rebuilding customer trust and driving retention following a breach.”. As such, it is not just about defending against cyber attacks; CX teams should aim to be pro-active, not reactive.
Grade.us
MARCH 6, 2023
Because over 90% of consumers report they’re influenced by business responses to reviews. If the review suggests an extensive or undeniable failure, giving the affected parties a voucher or other real compensation shows a commitment to accountability that will give new customers confidence in your client’s business.
Qualtrics
MAY 26, 2020
It gives consumers confidence when choosing to engage with your brand, and employees will feel safe coming to work. A fundamental component in building trust in today’s environment is keeping a pulse on consumer behaviors, drivers of brand preference, and how brand actions influence perception. Giving customers confidence.
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