CSM Magazine

MAY 22, 2018

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. customer service issues (16 percent), followed by email (12 percent).

Poor Customer Service 53

Poor Customer Service Consumers Customer Service Social Media 53

Thematic

MARCH 27, 2024

A focus on customer acquisition often overshadows the vital task of retention. A shocking 66% of consumers end relationships with companies due to poor customer service. This highlights a disconnect: Customers crave positive experiences, yet businesses sometimes must listen proactively.

Feedback 62

Feedback Net Promoter Score Customer Centricity Customers 62

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. Staff & service. Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Without feedback, you can’t understand customers’ perceptions and make plans to improve.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

CSM Magazine

APRIL 18, 2023

As consumers tighten their belts and organisations undergo digital and workplace transformations, there has never been a better time to invest in the contact centre. These widespread challenges are also holding many organisations back from delivering an exceptional customer experience (CX).

Contact Center 52

Contact Center Call Recording Customer Expectations Customer Centricity 52

Magellan Solutions

MAY 14, 2021

Amidst the pandemic, entrepreneurs are looking to ditch their traditional call center partner. The pandemic has affected each and every business in the world. It means that during a virus outbreak, customer service will suffer because of a reduced workforce. So what does this mean? They can just Google it.

Call Center 52

Call Center Contact Center Omnichannel Technology 52

Bold360

JUNE 10, 2020

The times, as Bob Dylan sang, they are a-changin’ We’ve always thought of online sales as the next frontier for a lot of consumers, but the recent pandemic has caused customers to hit the metaphorical fast-forward button. Online businesses had different CX resources for different channels — phone, email, and chat.

Engagement 52

Engagement E-support Roadmap 2020 52

CustomerSuccessBox

JULY 11, 2022

However, if you work hard, you can design an offboarding procedure that makes a good first impression and leaves room for future business. The majority of businesses rarely give their departing consumers much consideration. Anyone who jumps ship is a dead-end for customer success in their eyes. What is offboarding?

Consumers 52

Consumers Feedback Presentation Leadership 52