InMoment XI

OCTOBER 10, 2022

For a $10 billion company, a modest shift in customer experience can result in $116 million reduction in churn and $103 million from word of mouth marketing. Source: Forrester ) 40% of customers start buying from a competitor because of their reputation for great customer service.

Net Promoter Score 490

Net Promoter Score White Paper NPS 2005 490

Kayako

OCTOBER 29, 2015

In this post, I’ll walk you through the recent history of customer service, showing you why some companies have chosen to outsource their support teams, (not to be confused with offshoring which is when the work is done overseas but still remains part of the business), and others prefer to keep them in house.

2010 98

2010 2015 Poor Customer Service 2005 98

Magellan Solutions

DECEMBER 28, 2015

While it costs lesser for these businesses to partner with call centers from the Philippines or India, for example, there is a risk that they may end up costing more, especially when the call center does not live up to its promise of providing professional, high quality service. Why test a Call Center.

Call Center 40

Call Center 2005 Poor Customer Service Download 40

Service Untitled

NOVEMBER 8, 2013

No doubt we have all been victims of bad customer service, and no doubt we have left companies and moved on to their competition because the experience, at least in our own eyes for the moment, had been intolerable. How is the customer treated? Is the service we expect now provided? Is there an apology for making us wait?

2005 65

2005 Customer Service Representative Call Center Poor Customer Service 65

CSM Magazine

SEPTEMBER 23, 2024

The American president, Joe Biden, targeted poor customer service recently when he said companies were playing hardworking Americans for “suckers.” Biden announced several proposals aimed at easing customer service pain points, part of a “ Time is Money ” initiative. How did we get here?

Technology 52

Technology 2005 2024 Poor Customer Service 52