Remove Consumers Remove Leadership Remove Poor Customer Service Remove Survey
article thumbnail

Is the Chief Experience Officer a Worthwhile Addition to the C-Suite?

Retently

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

article thumbnail

How YETI Stays Ahead with Feedback

GetFeedback

We recently released a Post Purchase Survey on yeti.com and yeticustomshop.com that gives us feedback regarding to the whole website journey. We also are using GetFeedback to collect insight to the Service Experience; we’ve been running this program for a few months now. Our first use case is our service experience survey.

Feedback 220
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Up Where Expectations Soar: Customer Care in the Age of Entitlement

BlueOcean

How do we deliver amazing customer experiences despite increasingly challenging stressors? The Tools to Tackle Customer Entitlement. First and foremost, there needs to be a very tight relationship between the contact center team and the company leadership team. How to Support Your Toughest Customers. Read this next!

article thumbnail

Pizza Brands Are Using Mystery Shopping To Measure Compliance To Brand Standards

Second to None

1] Beyond a great tasting pie, price, convenience and sheer-availability are the major factors that push consumers towards these restaurants. Attracting and retaining customers requires paying attention to your brand’s online presence as well as your team’s ability to provide a consistent value at each phase along the customer journey.

Brands 74
article thumbnail

5 Strategies For Increasing Contact Center Performance

Playvox

This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers. In turn, this can cause less than optimal customer satisfaction scores. Responding to customer queries promptly and efficiently can make a huge difference in customer satisfaction.

article thumbnail

Workforce Management for Call Centers: What You Need to Know

Playvox

According to a study by Joseph Folkman, a behavioral statistician, leaders who exhibit very poor candor (bottom 10%) were in the 20th percentile of overall leadership effectiveness. Deliver a Better Customer Experience A recent Forbes Advisor survey revealed 48% of consumers are willing to pay more for quality customer service.

article thumbnail

Why Loyal Employees Are Your Most Valuable Asset

Second to None

Which, in some cases, can cost a company millions of dollars and lead to poor customer service. In a survey by Workforce , 80% of respondents claimed that the definition of loyalty in the workplace has changed over the years. There is good news, though. The vast majority of employees want to be part of something bigger.