Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Share this page on: Tweet. There are a number of reasons behind this:

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Customer Service Social Media 2015 2016 49

ijgolding

FEBRUARY 20, 2017

Yet their research calculated that thanks to poor customer service during 2016, the financial cost to companies in the UK alone was costing companies over £37 BILLION!!! ( Only today, UK house builder, Bovis Homes saw their shares plunge as customer service failings dragged down their profits in 2016.

Customer Experience 83

Customer Experience Poor Customer Service 2016 Financial 83

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. 47% said they were willing to pay more for better customer service. Of those, 65% revealed they would never return to companies they had left. Share this page on: Tweet.

Customer Service 75

Customer Service Social Media 2016 Consumers 75

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Being able to find answers to their questions quickly is therefore a vital part of the customer experience. Average performance becomes the norm? Share this page on: Tweet.

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. It seems that most companies are aware of the importance of responding to customer service requests quickly.

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Customer Service Multi-Channel Social Media Customers 86

Tricia Morris

MARCH 14, 2016

A quote from well-known customer service and customer experience advocate Bill Quiseng encourages organizations to “work as hard to keep a customer as you do to find a new one.” This leads to the importance of an increased focus on and investment in customer service. – SDL Global CX Wakeup Call Report.

2016 64

2016 Chief Customer Officer Poor Customer Service Customer Retention 64

Magellan Solutions

SEPTEMBER 27, 2021

Don’t be fooled, these 24 7 Answering Services myths are far from the truth. Business success tales, especially long-term success stories, are uncommon in the absence of strong outsourced customer service. . 24 7 Answering Services Misconceptions. Call centers provide poor customer service.

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Call Center Contact Center Poor Customer Service 2013 97

CSM Magazine

SEPTEMBER 21, 2016

So why then would government care about providing good customer service? Forrester Research recently released its 2016 Customer Experience Index , and once again government still finished last across the 21 industries, with ratings falling between “very poor” to “ok.”

Government 40

Government Customer Service Airlines Social Media 40

Joe Rawlinson

MAY 31, 2017

Consumers react swiftly after poor service and will readily switch providers. According to the 2016 Customer Engagement Index, 47 percent of customers take their business to a competitor within a day of experiencing poor customer service, and 79 percent do the same within a week.

Customer Retention 98

Customer Retention Poor Customer Service Fashion 2016 98

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 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.

Poor Customer Service 49

Poor Customer Service Social Media 2016 Consumers 49

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. However, a new study by Bruce Temkin of the Temkin Group shows that this focus on service doesn’t transfer across to subsequent customer service interactions. Share this page on: Tweet.

Social Media 50

Social Media 2016 Poor Customer Service Retail 50

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.

Banking 40

Banking Fashion Hotels Poor Customer Service 40

NICE inContact

AUGUST 23, 2016

We’ve all been on the front lines and know that contact center customer service can be a difficult, thankless, and unrewarding experience. Having a toxic culture creates low morale, which then bleeds over into both poor customer service and increased attrition. Let the Sun Shine. It doesn’t have to be though!

Contact Center 44

Contact Center Culture Poor Customer Service 2016 44

Tricia Morris

JULY 25, 2016

Delighting customers is not the key to consistently satisfying customer service. But customers don’t expect (or evenly necessarily want) to be delighted every time they engage for customer service. Customer Service Agent Does Not Have the Knowledge or Ability to Resolve My Issue.

Poor Customer Service 45

Poor Customer Service Consumers Customer Service Brands 45

Retently

OCTOBER 19, 2018

But taking customer satisfaction lightly can be dangerous too. Some studies from 2016 suggest that poor customer service costs businesses up to $62 million per year. trillion per year when their customers leave – and that’s only in the US. CCO stands for Chief Customer Officer. What Is a CCO?

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Chief Customer Officer Customer Centricity Call Center Metrics 90

Joe Rawlinson

JULY 10, 2019

More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen. Let’s check out a few important customer experience statistics as they foreshadow the future of customer service. Huffpost ). Image Source. Microsoft ). Accenture ).

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Customer Service Social Media Customer Journey Mapping Poor Customer Service 130

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

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Customer Service 2015 Poor Customer Service Contact Center 110

Kayako

JANUARY 7, 2016

We looked back with our best posts from the customer support community in 2015, now we’re looking forward with predictions for 2016. We’ve asked support pros from Kayako and beyond what they think the biggest trends in customer support will be in the next 12 months. Gary McGrath , Customer Success Consultant.

2016 56

2016 Social Media 2015 Customers 56

Tricia Morris

MARCH 28, 2016

And in a 24/7 global marketplace where it’s becoming increasingly difficult for retailers to differentiate on price and product availability, more and more it’s becoming customer service and the customer experience that means the difference between buy, buy, buy and bye, bye, bye. For customers, expectations are up.

Retail 58

Retail Customer Service Omnichannel Call Center 58

C3Centricity

AUGUST 17, 2020

But only 1% of customers feel that vendors consistently meet their expectations. 89% of consumers have stopped doing business with a company after experiencing poor customer service. RightNow Customer Experience Impact Report. Customers 2020 Report. Customer services are seen as complaint handlers.

Customer Centricity 63

Customer Centricity Social Media Poor Customer Service Airlines 63

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers. Source: CEI Survey).

2016 59

2016 Poor Customer Service Social Media 2020 59

Bold360

DECEMBER 4, 2016

According to Zendesk’s 2014 Benchmark report , customer service rankings dropped to their lowest during the holiday season, with the travel industry experiencing the largest -7 point drop, the most drastic in comparison to all other industries. Train your customer service reps to deal with difficult customers.

Call Center 56

Call Center Travel Multi-Channel White Paper 56

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? Put on Your Best Holiday Deals.

E Commerce 52

E Commerce E-support Social Media Retail 52

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. And, not surprisingly, they will no longer tolerate poor customer service. Read more.

Consumers 51

Consumers 2003 Customer Service Poor Customer Service 51

Tricia Morris

DECEMBER 4, 2015

Lessons from the holiday classic can be applied to almost any topic, in this case, customer service: 1. Your Customer Service Past Cannot Be Changed. A brand or organization’s customer service past cannot be changed, no matter how some wish it could. There is No Time Like the Customer Service Present. . “He

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Presentation Customer Service Airlines 2010 63