Tricia Morris

MARCH 14, 2016

. • 76% of consumers say they view customer service as the true test of how much a company values them. – Aspect Consumer Experience Survey. • 62% of global consumers have stopped doing business with a brand or organization due to a poor customer service experience. What were their answers?

Chief Customer Officer 40

Chief Customer Officer eBook Poor Customer Service Report 40

Kayako

OCTOBER 29, 2015

Another study shows that customers are 65% more likely to become disloyal and spread negative word of mouth because of a poor customer service interaction. All of this indicates just how important it is that you are providing the best customer service at all times. The Support Hiring Model.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120

Playvox

JANUARY 11, 2024

Happy agents who stick around and become more seasoned can deliver the outstanding customer experience your contact center strives for. Related reading: Playvox eBook: Top Tips for Engaging and Motivating Agents 5. This in turn leads to higher administrative costs, a lack of operational compliance, and poor customer service.

Call Center 52

Call Center Management Contact Center Omni-Channel 52

Vonage

OCTOBER 22, 2015

Mobile and wireless technology is also enabling field reps to connect to the CRM system remotely, allowing them to easily input data and access real-time data – both of which ultimately enhance the customer experience. Ten Critical Technologies to Transform Customer Engagement. Social media. Image by Pixabay.

Technology 120

Technology Customer Service Gamification Wireless 120

Playvox

APRIL 19, 2023

With that said, taking breaks can help agents avoid burnout and reduce the risk of making mistakes or providing poor customer service due to fatigue or stress. It’s impossible to have a productive and well-run support center if the agents working are not mentally at their best. Employees who frequently experience burnout are 2.6

Contact Center 56

Contact Center Management Interaction Poor Customer Service 56

TeamSupport

AUGUST 24, 2018

Not providing satisfactory answers because there is constant pressure to close tickets on the first try usually hurts the retention rate and is a poor customer service tactic. Click here to download our eBook on reporting & metrics for B2B customer support!

Customer Service 40

Customer Service Self Service Poor Customer Service eBook 40

Stella Connect

MAY 11, 2017

Customer feedback loops, particularly when paired with objective data (as we discuss in our latest eBook ), are critical assets in the C-suite. By that I mean immediately, right on the front line—where service teams are actively engaging customers. This isn’t to say VoC data aren’t useful for strategic planning.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

GetFeedback

DECEMBER 21, 2018

Only slightly more than 10% of consumers are willing to stay on the line for over five minutes for customer service. ( Genesys ). Faced with poor customer service, 20% of consumers would complain publicly via social media. ( 42% of respondents have left a business due to poor customer service. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable. The 3 Hottest Trends Impacting Outsourced Customer Care.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

Up Your Service

NOVEMBER 28, 2019

The truth is, in many cases, you might only get one try: 66% of B2B and 52% of B2C customers stop buying after a single poor customer service interaction. Customer experience now reigns as the supreme brand differentiator, with no shortage of data to back it up. Download it here.

Customer Experience 90

Customer Experience B2C B2B Poor Customer Service 90

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Download Now.

Tips 130

Tips Self Service e-support Social Media 130

LiveChat

DECEMBER 27, 2016

Customer service. Many customers leave a company because of poor customer service. To change that you need to implement a more customer–centric culture at your company. We try to educate customers about the subjects that interest them the most and are related to our product.

Marketing 51

Marketing Social Media Loyalty Programs Customer Centricity 51

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Poor Customer Service Case Study 0