Culture Customer Focused Meeting Poor Customer Service 
ShepHyken
SEPTEMBER 14, 2022
Even several years before the pandemic began, The American Customer Satisfaction Index found the overall ratings slipping, even with brands most recognized for high levels of customer service. . It’s not like companies purposely provide poor customer service. A bad culture is the problem.
ECXO
APRIL 18, 2024
He was a Customer Success Manager at a well-known company, “TechEase” A traditional company in the city that has been there for decades, working in the same way they have always worked. Though TechEase was renowned for its innovative products, it was infamous for its lack of customer-centric culture.
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CX Journey
SEPTEMBER 19, 2014
And yet, we still see some dismal statistics about how many companies don''t focus on the customer experience or think they focus on the customer experience but really don''t. $83 businesses every year due to poor customer service. Actually, the better phrase, their phrase, is "obsessed over customers."
Retently
JULY 28, 2023
How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?
Vonage
MARCH 2, 2017
The impact of this is highlighted in new research which estimates that UK businesses lose £12 billion every year as a result of poor customer service. So, what is the conclusion: First and foremost, a customer service culture needs to be led from the top so that there is a clear and visible objective.
Playvox
APRIL 4, 2023
Related Article: 7 Ways to Drive Cultural Change that Boosts Agent Morale Training Managers To Support Agents Without well-trained, empathetic managers in place, your agent experience is bound to suffer, eventually leading to costly turnover. That culture starts at the top.
Integrity Solutions
OCTOBER 5, 2022
In one recent study , among many with similar findings, 78% of respondents said good customer service is fundamental to earning their loyalty and business. And retaining those customers is serious business: Just a 5% increase in customer retention can produce more than a 25% increase in profits.
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