Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch. And you’re not alone in feeling that way.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Retently

JULY 28, 2023

But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. trillion annually when their customers leave – and that’s only in the US. Others are less “optimistic,” saying that companies stand to lose up to $1.6

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

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

TeamSupport

APRIL 26, 2019

B2B buyers are a different type of customers. Responsible for allocating a company’s budget, they are under considerably more pressure to make the “right” decision than the average business-to-consumer (B2C) shopper. This team also holds responsibility for gathering customer insights and information. Key Takeaways.

Competitive Advantage 55

Competitive Advantage Customer Service Self Service How To 55

delighted

MARCH 9, 2021

What happens when a business gets customer service wrong? With 52% of global consumers saying that most of their customer service interactions are fragmented, 89% of customers are claiming to leave a business after one poor customer service experience. Are they accurate?

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

Retently

OCTOBER 19, 2018

But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. Fosters a Company-Wide Customer-Centric Culture.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

delighted

SEPTEMBER 27, 2019

Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service. What happens when a business gets customer service wrong?

Customer Service Strategies 42

Customer Service Strategies Customer Service Strategy Self Service 42