Stella Connect

NOVEMBER 9, 2021

Anxious, stressed-out customers need capable, caring agents who can answer questions, solve problems, and make helpful recommendations. Give them what they need in the spirit of the season, and your customers will reward you. On the flip side, brands that fall short of this service standard are taking a big gamble.

Customer Service 87

Customer Service Poor Customer Service Contact Center Training 87

Alida

NOVEMBER 14, 2018

We can all agree customers are critical to a brand’s profitability. Yet, in a highly competitive retail environment, it’s also so easy to focus primarily on product development. They think this is all they need to do to fuel growth and retain customers. The world of retail has changed, though. No business. No profits.

Brands 227

Brands Customer Centricity Retail Poor Customer Service 227

NICE inContact

JULY 26, 2019

2) They help retail consumers get a fast and relevant response about when their package will be delivered, or what happened with the availability of their eagerly awaited new iPhone X. 3) And they help companies that are notoriously unresponsive to their customers to improve their service just a bit by responding automatically.

Contact Center 139

Contact Center Chatbots Banking Poor Customer Service 139

Lumoa

JUNE 14, 2023

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.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

TechSee

OCTOBER 2, 2019

The industry that experiences the highest rates of churn is telecommunications, with 52% of those surveyed reporting that they canceled a phone, internet, TV or cable contract with a telecom company in the past 24 months due to the quality of customer service they received.

Survey 164

Survey Customer Service Social Media Telecommunications 164

ShepHyken

NOVEMBER 5, 2018

That is what will turn a good customer experience into a great customer experience. It Might Be Your Secret Customer Score by Khadeeja Safdar. WSJ) Retailers, wireless carriers and others crunch data to determine what shoppers are worth for the long term—and how well to treat them. On Hold for 45 Minutes?

Customer Service 80

Customer Service Airlines Wireless Retail 80

CSM Magazine

JUNE 19, 2022

Bad customer experiences obviously damage existing customer relationships, but they can also endanger potential opportunities and erode your bottom line. Research by Microsoft found that 58% of consumers simply switch companies when they have a poor customer service experience. Another great example is Best Buy.

Self Service 98

Self Service Social Media Effort Score First Call Resolution 98

Kustomer

JUNE 27, 2022

This accessibility is no longer a special feature, but rather an expectation for today’s customer; 87% of consumers get frustrated when they can’t contact retail customer service on their preferred channel.

Consumers 104

Consumers Customer Experience Social Media Chatbots 104

CSM Magazine

JUNE 12, 2023

The importance of occupancy rate transcends rental properties and affects commercial buildings, retail spaces, and even residential complexes. As a result, understanding the relationship between real estate occupancy rate and customer service is crucial for investors and property managers alike.

Customer Service 52

Customer Service Poor Customer Service Exceptional Customer Service Customer Satisfaction 52

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

Oracle

APRIL 15, 2021

Annual reports on CX are replete with growth projections and statistics that quantify its critical importance to modern customer acquisition and retention strategies. trillion annually due to poor customer service, according to Accenture. ” Modern customers seek modern loyalty programs.

Loyalty Programs 94

Loyalty Programs Poor Customer Service Loyalty Omni-Channel 94

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.

Customer Service 120

Customer Service Social Media Poor Customer Service Customer Satisfaction 120

Kristina Evey

NOVEMBER 13, 2014

The POSITIVE Impact of Customer Service… I typically let you know how much poor customer service is COSTING your company. So, here’s the low down… 70% of customers cite the MAIN reason they stop doing business with a company is ONLY because of how they were treated.

Customer Service 159

Customer Service Poor Customer Service Customer Service Training Customers 159

Customer Enthusiast

SEPTEMBER 4, 2018

I was recently asked which industry sectors have the most issues with poor customer service and what could be causing this? Telecommunications (telecom, TV, internet), health plans, government offices, airlines, and insurance are the industries that consistently produce the lowest overall customer satisfaction (OSAT) scores.

Industry 78

Industry Airlines Insurance Telecommunications 78

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

transcosmos Information Systems

JULY 24, 2016

Leakage of data would not lead to the misuse of the customer’s personal information, but their reputations among them and suppliers would be damaged as well. Retail Industry. Retail businesses who have already utilized the omnichannel fail to manage their inventories well. High airfares, poor customer service.

Industry 48

Industry Customer Service Telecommunications e-support 48

Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. Let AI empower your customers.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Kustomer

NOVEMBER 18, 2019

Unfortunately, most companies are still living in the early-digital Dark Ages, treating their customers like tickets in a queue rather than individuals with real desires and concerns. This misguided approach frustrates customers—and can hurt a businesses’ bottom line.

Consumers 40

Consumers Customer Service Poor Customer Service Retail 40

Ann Michaels and Associates

JULY 9, 2020

Some people are showing a great deal of resistance to mask wearing and retailers and restaurant owners have had to quickly train employees on how to handle an unhappy guest who didn’t want to comply. My concern is more along the lines of people using the pandemic a an excuse for poor customer service.

Customer Service 52

Customer Service Poor Customer Service Customers Retail 52

SurveySparrow

FEBRUARY 27, 2021

It is known by many names like Customer Churn and Customer turnover, but it all means the same thing -A customer who breaks all ties with the organization. A sudden loss of transactions( Commonly observed in retail stores and e-commerce ). Terminating a long term Service Agreement. Poor Customer Service.

Poor Customer Service 52

Poor Customer Service Effort Score Net Promoter Score Analysis 52

transcosmos Information Systems

JANUARY 5, 2017

This is quite favorable, if not surprising, given the landscape of retail business. In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. There’s indeed some bit of a risk buying a product or service that’s not in front of you physically. Give Timely Responses.

e-support 87

e-support Customer Experience Social Media Policies 87

Beyond Philosophy

DECEMBER 7, 2016

Career Bliss, an online career community, recently released a report that said the happiest retail employees work at Nordstrom. Other retailers in the top ten for happy employees included: Best Buy, J.C. However, if your employee experience isn’t great, your customer experience probably won’t be either.

Poor Customer Service 60

Poor Customer Service Employee Experience Consulting Training 60

Kustomer

AUGUST 6, 2020

In our Customer Service Retail Repor t, we discovered that nearly eight in 10 customers said they would be less likely to shop with a brand again after experiencing poor customer service.

Metrics 102

Metrics Measurement Customer Service Strategy 102

Helen Dewdney

OCTOBER 3, 2022

Consumers have seen customer service get worse and worse over the last couple of years. Whilst consumers can understand the reasons for rising prices and supply chain difficulties, customers can no longer tolerate the poor customer service that we saw at the beginning of the pandemic.

Customer Service 66

Customer Service Poor Customer Service Consumers Sales 66

CSM Magazine

SEPTEMBER 6, 2019

Just under three in ten (29%) UK customers are prepared to pay more to receive a great customer service, while 36% of Brits say they’ll stop doing business with a brand due to poor customer service. The best and worst performers in the retail sector. Consumer brand Which?

Sports 53

Sports Poor Customer Service Exercises Brands 53

Service Untitled

FEBRUARY 27, 2013

When Sears introduced their catalog business, retail sales was revolutionized. According to online surveys, over 80 percent of customers now give Sears poor customer service grades citing reasons of inept management, unreliable products, poor customer service, and a profound lack of employee training.

Customer Service 61

Customer Service Poor Customer Service Culture Retail 61

Call Experts

JULY 27, 2023

In this blog, we will explore how contact centers have transformed the industry and discuss the key metrics that should be tracked to ensure continued customer satisfaction. How the Customer Service Call Center has Impacted Business. Yes, call centers can handle specialized industries or niche markets.

Call Center 52

Call Center Customer Service e-support Contact Center 52

Helen Dewdney

AUGUST 23, 2019

The big brand retailers and supermarkets came out well, considering the current difficulties in the High Street. The findings appear to suggest that some stores and supermarkets are getting better at customer service. Customers chose the word ‘helpful’ when given a list of words to describe the brand.

Customer Service 46

Customer Service Airlines Sports Apparel 46

Eptica

SEPTEMBER 9, 2016

Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.

Self Service 48

Self Service Knowledge Base Poor Customer Service Social Media 48

Oracle

MAY 4, 2018

Retail and consumer packaged goods (CPG) sectors are facing market fragmentation. It’s not enough to be a “name” company or brand: customer conversations control the story. Once thought of as a cost-sink, customer service experience roles went through a period of offshoring.

Customer Service 40

Customer Service Customer Experience Sports Poor Customer Service 40

CSM Magazine

APRIL 26, 2018

Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. by Chris Robinson is CEO at Yonder Digital Group.

Effort Score 40

Effort Score Banking Fashion Hotels 40

Bold360

OCTOBER 20, 2016

As well as the costs involved with driving new traffic, new customers are much less likely to result in conversions. Think about how likely you are to buy something when you’re browsing online on a new website or with an unfamiliar retailer. As a business, you can’t afford not to capitalize on that feeling.

Self Service 85

Self Service e-support Multi-Channel Poor Customer Service 85

Help.com

DECEMBER 10, 2014

It just goes to show — there’s always an opportunity, even in an established industry, to raise the bar with better customer service! Here are some other companies with great Net Promoter Scores: Retail Stores. Financial Services. Online Services. Technology. Source: Satmetrix.

Net Promoter Score 134

Net Promoter Score NPS Poor Customer Service Industry 134

ModSquad

SEPTEMBER 19, 2019

Along with pointing customers to the information they need and answering their most pressing questions, the ability to appropriately respond to their complaints can mean the difference between success or failure for your business. Consider, for example, these customer service metrics from Qminder : Businesses in the U.S.

Strategy 59

Strategy Poor Customer Service Customer Service Strategies Customer Service Representative 59

Service Untitled

DECEMBER 6, 2013

Stores need to give customers what they want and make the experience pleasant if they want to see these same people post holiday time. If the shoppers’ experiences wind up with poor customer service, it’s apt to show up quite quickly on social media, and that could end up in a long run to recovery.

Retail 62

Retail Poor Customer Service Social Media Insurance 62

Wootric CX Blog

JUNE 19, 2019

The report also pointed out that 83 percent of those surveyed were OK shopping with a brand or retailer that uses chatbots or other AI capabilities. Interestingly, about 38% of businesses have introduced the use of artificial intelligence (AI) in their customer service department, and the number is only going to increase in the future.

Self Service 82

Self Service Customer Experience Chatbots Poor Customer Service 82

Eptica

MARCH 31, 2016

The difference in performance within individual sectors is also worth highlighting – one entertainment retailer scored 100% and another 5% (failing to fully answer any questions at all). Entertainment retailers propped up the bottom of the table, dropping 8% since 2015, to a score of just 57%.

Self Service 48

Self Service Customer Service Entertainment Fashion 48