Avaya

MARCH 19, 2019

It’s time to prepare for the growth of digital and social in customer care in 2019. Social Media for Customer Care. According to the survey, social is one of the first touchpoints for customer care, with customers more likely to contact brand social media channels before picking up the phone.

Social Media 45

Social Media Poor Customer Service Customer Care Trends 45

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

CSM Magazine

DECEMBER 18, 2023

Customer Service should be a human experience. Countless companies have lost sight of that crucial fact, often relying on chat or never-ending touch-tone menus that frustrate customers immensely. So much so, that those disgruntled customers often choose to take their business elsewhere. Lost customers mean lost profit.

Customer Service 52

Customer Service Social Media Multi-Channel Poor Customer Service 52

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Half of consumers move on after poor customer service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

NICE inContact

AUGUST 7, 2019

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. But not everyone is.

Software 156

Software Customer Service Chatbots Social Media 156

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. It’s interesting to note that 62% of these customers canceled after an ongoing negative experience, while only 19% left after a one-time crisis.

Survey 164

Survey Customer Service Social Media Telecommunications 164

NICE inContact

AUGUST 7, 2019

If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. In fact, 89% of tweets from customers to businesses still go unanswered, and poor customer service is one of the main reasons for customer churn. But not everyone is.

Software 136

Software Customer Service Chatbots Social Media 136

ECXO

MARCH 15, 2024

The 7 Sins of Customer Experience If you fancy watching a quick video summary of this article, click the link below and enjoy: The 7 Sins of CX Are you ready to discover some awesome strategies that can help you take your customers’ experience to the next level? The second sin is a lack of personalization.

Customer Experience 96

Customer Experience Net Promoter Score Customer Satisfaction Innovation 96

Stella Connect

DECEMBER 15, 2021

Having to repeatedly call, email, chat, text, and even reach out via social media for help. It’s time for these types of frustrating customer experiences to become a thing of the past. Brands that don’t risk significant customer churn. 4 Critical Customer Support Trends and Why They Matter for Your Business.

Trends 75

Trends Poor Customer Service Consumers Social Media 75

Vonage

MARCH 2, 2017

Possibly one of my biggest push buttons in business today is customer service – businesses are so focused on enticing new customers that they often disregard the value of their existing ones. Now that social media has given consumers a public and increasingly powerful voice, brands are paying a hefty price.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Kustomer

JUNE 27, 2022

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

Consumers Customer Experience Social Media Chatbots 104

Joe Rawlinson

MAY 8, 2019

A business can be nothing without its customers. Whether they are high-end clients, repeat staples or one-off transactions, customers are customers, and all should be treated with the respect and benefit to your business that they deserve. Customer service starts with the means by which customers can contact you.

Customer Service 117

Customer Service Social Media Poor Customer Service Banking 117

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

CSM Magazine

JUNE 19, 2022

We all know we need to strive for positive customer experiences and do everything we can to avoid negative customer experiences. What many CX leaders fail to consider, however, is the relationship between your customer experience and your bottom line. What is a “Bad” Customer Experience? Failing to listen to customers.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

CSM Magazine

FEBRUARY 8, 2022

If you work in customer service, then you know that customer complaints are inevitable. In this article, we will discuss the top ten customer complaints and how to resolve them. Complaint #1: Poor customer service. One of the most common complaints that businesses face is poor customer service.

Social Media 52

Social Media How To Poor Customer Service Meeting 52

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. I never knew I wanted that.”

Customer Service 113

Customer Service Poor Customer Service Tips Hotels 113

Ann Michaels and Associates

MAY 6, 2020

How does a business gain customer trust? Customer trust is critical for survival. I have seen CEO’s and COO’s posting in Linkedin about what they are currently doing to retain customers. A large restaurant chain offered a catering style dinner delivered, with the exact specifications of the customer.

Social Media 59

Social Media Poor Customer Service Customers Examples 59

Kustomer

APRIL 13, 2022

Great customer service is paramount for every customer-facing business. Online customer service can be challenging because of the lack of face-to-face interaction, but the fundamentals remain the same. You need to keep your customers happy by delivering a consistently excellent service experience.

Self Service 94

Self Service Customer Service Chatbots Omni-Channel 94

Experience Investigators by 360Connext

OCTOBER 29, 2014

It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt. This is truly outrageous!”

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Customers Rock!

MAY 4, 2012

As many of you know, I have been doing quite a bit of traveling lately, speaking about my book and sharing the Customers Rock! As most travelers are aware, the customer experience is especially important when you are away from home; it becomes something we are truly living. How do you create a great customer experience?

Customer Experience 202

Customer Experience Travel Social Media Poor Customer Service 202

Ecrion

JULY 22, 2019

Every year, businesses lose over $75 billion in potential revenue thanks to one thing: poor customer service. And while studies show that about 1 out of every 26 customers complain about poor customer service, over 90% of those dissatisfied customers simply stop working with your business — and never come back.

Customer Service Training 78

Customer Service Training Training Customer Service Customer Journeys 78

SurveySensum

JUNE 29, 2023

A company, despite investing heavily in marketing and advertising, struggles to retain its customer base and faces a decline in sales. Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. Sound familiar? Don’t know?

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

CSM Magazine

DECEMBER 3, 2021

Being customer-centric is more than just offering a good product or service. Customer-oriented businesses like casinos go the extra mile to make people’s lives easier, even if it means working harder. Unfortunately, many gambling businesses toss aside guests after they become customers because they think they’re done.

Social Media 59

Social Media Self Service Customer Centricity Poor Customer Service 59

Kayako

DECEMBER 8, 2016

5: Is it too late to win the customer back? What you can do to rectify bad customer service. We wanted to test word of mouth marketing to see if it could be used to rectify a customer’s bad experience. At Kayako, we help our customers get better at customer service. Intro: Word of mouth marketing.

Consumers 120

Consumers Customer Service Poor Customer Service Airlines 120

CSM Magazine

JUNE 22, 2023

In recent years, the importance of effective customer service strategies has become increasingly evident for businesses across various sectors. One aspect of a customer service strategy is to leverage data to create personalized experiences, streamline processes, and improve overall customer satisfaction.

Customer Service Strategies 52

Customer Service Strategies Strategy Customer Service Social Media 52

Comm100

AUGUST 24, 2016

We all want our customers to be happy with our products and services. As much as we want to assure the total satisfaction of each and every one of our customers, unfortunately, this is a practical impossibility. The problem might be with the quality of your product/service. You rarely—or never—have repeat customers.

Customer Service 120

Customer Service Social Media Customer Service Representative Multi-Channel 120

delighted

MARCH 9, 2021

Exceptional customer service turns new customers into promoters and promoters into returning loyalists. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. We’ll also provide some tips on building an impeccable customer service strategy.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

CSM Magazine

JULY 2, 2021

Providing a reliable customer support service can help your business to grow even bigger. Many businesses focus more on inviting more and more new customers that they forget that they have to provide assistance to the existing customers. In addition, you will lose new customers due to bad customer reviews.

Customer Service 52

Customer Service Social Media Poor Customer Service Customers 52

Kayako

NOVEMBER 1, 2016

Aside from building an excellent product, companies should also focus on outstanding customer support. Research has shown that around $83 billion is lost by businesses every year just because of poor customer service. If you want loyalty from your customers, it is important to give the best customer service possible.

Tips 120

Tips Social Media Poor Customer Service Customers 120

CSM Magazine

FEBRUARY 24, 2023

Customer service is a vital component of any successful business. The way a business deals with its customers can determine whether it thrives or fails. Providing exceptional customer service is critical in building long-term relationships with customers and gaining their loyalty.

Self Service 52

Self Service Customer Service Exceptional Customer Service Multi-Channel 52

Vonage

OCTOBER 22, 2015

Which technologies really can improve customer service? We’ve compiled the opinions of John Goodman, a leading customer experience researcher and author of Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service , who shared his findings in our webinar, ‘ Customer Experience 3.0:

Technology 120

Technology Customer Service Gamification Wireless 120

Vonage

OCTOBER 20, 2015

Customer service is too often thought of as a necessary evil – something which you have to provide, but a service that’s not a priority when you’ve got 101 things on your mind. However, for SMBs – and businesses of any size for that matter – good customer service is key to growing.

Customer Service 120

Customer Service Social Media Poor Customer Service Culture 120

Kayako

OCTOBER 15, 2015

Good customer service is powerful for any company. You can attract new customers while also retaining your current ones, making them more loyal. As Jeff Bezos put it: “ We see our customers as invited guests to a party, and we are the hosts. We wanted to find the link between word of mouth marketing and customer service.

Customer Service 120

Customer Service Poor Customer Service Social Media Advertising 120

CSM Magazine

NOVEMBER 3, 2022

One of the most important aspects of many businesses is customer service. These days, it’s not enough to offer high-quality products; customers also want to enjoy the entire brand experience, from the product to the people they interact with. So how do you get ahead when it comes to supporting your customers?

Customer Service 52

Customer Service Poor Customer Service Exceptional Customer Service Social Media 52

Joe Rawlinson

JULY 25, 2018

While customer acquisition may be at the top of your list, customer retention should be as well. Your company may produce the best or only product of its type on the market, but without good customer support, your business will have a hard time holding on to customers. Inability to Keep Pace with Incoming Inquires.

Social Media 84

Social Media Study Poor Customer Service Customers 84

Magellan Solutions

JUNE 10, 2021

Non-voice Outsourced Customer Support Services is reshaping the industry as we know it. In fact if you look at the statistics alone, you will see that there are desirable numbers under non-voice services. Hence, we believe that non-voice outsourced customer support services are the future of call centers, BPOs and SMEs.

Social Media 52

Social Media Call Center e-support Ecommerce 52