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What Came First COVID-19 or Poor Customer Service?

CSM Magazine

Just like the chicken or egg conundrum the same could apply to COVID-19 and poor customer service. As many organisations hide behind the pandemic for failing service standards, Abbie Heslop, Commercial AI Analyst, EBI.AI What came first, Coronavirus or poor customer service? About the Author.

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Everything you need to know about the consumer of 2017

Vonage

To help arm you with the information needed to thrive in this competitive environment, here are 10 stats that tell you everything you need to know about today’s consumer. Half of consumers move on after poor customer service. Poor customer service costs business billions annually.

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Here's Why You Should Outsource Retail Customer Service

Advantage Communications

The retail sector is highly competitive and a bad customer experience could be devastating to your business. Online shopping and the growth of an ‘instant world’ means customers now expect an immediate solution, or they’ll simply move on to the next retailer.

Retail 92
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87% of Consumers Want to Be Contacted in Their Preferred Channel. Enter: Hybrid Customer Experience.

Kustomer

In a post-pandemic world, consumers have undergone an inadvertent shift in mindset and expectations surrounding customer experience (CX). Today’s consumer, as a result, finds great benefit in a hybrid customer experience that combines the spark of human communication and the convenience of sophisticated digital assistance.

Consumers 104
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DIY Trend Offers New ‘Ins’ for Retail Brands

NetBase

This DIY trend is offering new ‘ins’ for retail brands to reach new segments. We’ll cover that, and more: Do it yourself retail recovery, as retailers everywhere take a DIY approach to rebuilding. Going where the action is – what social analytics and consumer behavior can tell us about DIY. Globally, retail has suffered.

Retail 67
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Is your brand customer first or do you just say that?

Alida

Yet, in a highly competitive retail environment, it’s also so easy to focus primarily on product development. Creating the best, most sought-after products consumers want is often front and center. You can’t put both products and customers first. They think this is all they need to do to fuel growth and retain customers.

Brands 227
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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

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