Tag: "customer service"

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Customer Complaints 11 times more likely via phone vs. via Internet

Customer Complaints 11 times more likely via phone vs. via Internet

New Customer-Rage Study Out for Holiday Shopping Season: We’ve Got More Problems & Anger, despite Customer-Care Efforts With Black Friday, Cyber Monday and holiday shopping season about to start, a new customer-rage study shows more American consumers than ever are dissatisfied with the products and services we buy. Also, despite companies’ big-money efforts to create […]

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Customer Rage Survey

Customer Rage Survey

What’s behind customer rage? At ConsumerAffairs, we see it on a daily basis. Consumers post reviews complaining – often bitterly – about a product or service. Often the complaint revolves around customer service issues. The consumer is told something by a customer service rep that turns out not to be true. Or the consumer is […]

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What is the impact of poor Contact Center customer service?

What is the impact of poor Contact Center customer service?

Poor Customer Experience Will Drive 74% of Consumers to Change Supplier Delivering a poor customer experience can have a significant impact on a brand or organisation, according to new research* from Mitel® (Nasdaq:MITL) (TSX:MNW), which reveals the important role of contact centres in driving customer loyalty and retention. Almost three quarters (74%) of UK adults […]

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Recent Good & Bad Business Policies - Consumer Reports

Recent Good & Bad Business Policies – Consumer Reports

Which companies will be naughty or nice this holiday season? As the holidays loom, who’s been naughty and who’s been nice? Imagine if all companies behaved as if they really had customers’ best interests at heart? Wouldn’t it be something if advertisements were always sincere, minus the double-speak, fine print, and lip service? Surely, no […]

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5 Customer Retention Strategies and Why

Easy Ways To Keep Customer Retention

5 Customer Retention Strategies and Why It is the wish of every business that its customers keep loyal to their brand. However, we all know what mostly happens. Customer retention is sometimes overlooked and other times not well understood. Nonetheless, this is crucial to every business, even if you serve a niche market. I have […]

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How to say No – Customer Service Tip

How to say No – Customer Service Tip

Creating a Positive Customer Experience Even when the Answer is No Creating a positive customer experience is a fluid process, one with plenty of intricacies that need to be learned and cultivated.  That said, it doesn’t matter how many people you deal with, or who you’re dealing with – when somebody makes a request, they […]

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Delivering Information Where The Customers Want It

Delivering Information Where The Customers Want It

5 Ways To Increase Customer Satisfaction Using Social Media It costs a company $234 every time they lose a customer. Whether you’re the marketing manager or business owner,  I know you don’t want to be the one responsible for losing the next BIG customer. That’s why I propose you start using social media to monitor and […]

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Social Media Customer Love

Social Media Customer Love

Social Media Customer Service Is A Failure! The headline to this post is certainly not a statement you would expect to hear from the person formerly known as @ComcastCares, but I think it is an important perspective to consider if we are to build stronger relationships with customers. As I look around I see many […]

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Non-Call Channels now One Third of Customer Service

Non-Call Channels Now 1/3 Of Customer Service – 2/7/13

Social Media Control Damage In Call Centers Social media will have a deeper role in damage control to raise customer satisfaction, and probably recommendations, as call centers shift into contact centers that integrate email, the Internet, and other sources, according to the Call Center Satisfaction Index (CCSI) of customer satisfaction analytics firm CFI Group. Released at […]

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AT&T Satisfaction Still Slipping

AT&T Satisfaction Still Slipping – 1/30/12

Verizon, Sprint Post Customer-Satisfaction Gains, Rivals Slip Sprint has seen a gradual but sustained trend toward improving business outcomes over the past three years, while T-Mobile slipped modestly in the past year. Verizon’s customer-satisfaction and loyalty ratings have improved sharply, with the company posting a 13-point gain in overall customer satisfaction and a six-point increase […]

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Banks prefer Sales, not Customers

Banks prefer Sales, not Customers – 12/9/12

Bank Staff ‘Under Pressure To Sell’, Which? Says Staff at Britain’s largest banks remain under pressure to sell products to customers, often regardless of whether they are appropriate, an investigation claims. Two thirds of bank staff with a sales role said there is now “more pressure than ever” to meet their targets, according to a […]

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Utility Call Center – First-call Resolution, Average Handle Time

Utility Call Center – First-call Resolution, Average Handle Time

Greatest Myths Series: The Best Call Center Metric As part of an ongoing series of exploring the myths of utility customer service, it is important to explore popular utility call center metrics of first-call resolution and average handle time (AHT). Many professionals hail first-call resolution the best metric although it’s a relatively new metric. AHT, […]

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incentives for good service

Forced Evaluations, It Affects Us All – 12/2/12

Giving incentives for good service IT DOESN’T TAKE much to turn someone off a place. Sometimes just one bad experience at a motel or restaurant is enough to put a bad taste in someone’s mouth for years. And they tell their friends. It’s why tourism organizations have been pushing customer service training and why Ontario’s […]

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Ideas for e-commerce to Increase Customer Retention - 11/10/12

Ideas for e-commerce to Increase Customer Retention – 11/10/12

21 ways online retailers can improve customer retention rates Understanding how to retain the customers that you have spent money acquiring is vital for any online business.  Attracting a new customer can cost five times as much as keeping an existing one, so companies need to pay as much attention to retention as they do […]

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The Golden Rules of Retail Banking Customer Service

Bank Fees Dissatisfaction – 9/29/12

The Golden Rules of Retail Banking Customer Service Bank fees. Few words evoke consumer vitriol faster. Dissatisfaction with escalating checking and ancillary fees for banking services is making competition for customer loyalty in retail banking especially high.   Research shows that great service can play a key role in customer retention throughout these changes in […]

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Pushy Poor Service Shoppers Blast Harvey Norman

Poor Product Knowledge – 9/28/12

“Pushy, Poor Service”: Shoppers Blast Harvey Norman Harvey Norman came out worst for customer service in the Choice survey of 10 big retail names at various Sydney store locations. Among the faults noted by the mystery shoppers who entered Harvey Stores included: “Poor customer engagement; inconsistent product knowledge; some evidence of pushy sales tactics; does […]

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Best Buy: High End Customer Service?

Best Buy: High-End Customer Service? – 9/8/12

Best Buy founder reportedly hopes to save company by cutting prices after buyout   Best Buy founder Richard Schulze, who offered to buy out the struggling company this week, apparently wants to focus on price cuts and high-end customer service instead of staying the current course of aggressive downsizing. According to The Wall Street Journal’s sources, […]

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The Customer Service Report 2012

Social Media Monitoring Report

Brands On Social Media: The Customer Service Report 2012 We are pleased to release the results of the 2012 Customer Service Index, the second of our annual reports detailing brand customer service performance on the social web. The findings – including an increase in downbeat posts compared to the previous year – show an ongoing […]

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State of Customer Service 2012 - Infographic - 6/28/12

State of Customer Service 2012 – Infographic – 6/28/12

The State of Customer Service 2012 Customer service has evolved from being a necessary cost channel, to one of the most important business differentiators in existence. The explosion of social media has empowered customers and changed their behavior, making them more influential and demanding than ever. In addition, companies like Zappos thrive by making great […]

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Hiring / Firing News 6/17/12

Manage absenteeism to boost customer service and productivity EVERY job is important, and every employee doing a job is important to your organization success whether you are in the private, SOE or public sector. We cannot simply dismiss absenteeism with the catch-phrase “no work, no pay” – the “savings” of not paying someone who is […]

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Other of Interest 5/29/12

Other of Interest 5/29/12

Metrics for Running an Effective Social Care Operation The right blend of service, quality, and effectiveness measures can ensure top-notch customer service delivery via social channels. Social customer service, which uses social media to serve customers, is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Organizations are at different stages of maturity […]

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Customer Service Evaluation News 5/2/12

Social Media Raises the Stakes for Customer Service Social Media Savvy Consumers Have High Expectations: They’ll Spend More When They Get Good Service and Ditch Companies When They Don’t NEW YORK, May 02, 2012 (BUSINESS WIRE) — –More Than Eight in Ten of These Consumers Have Bailed on a Purchase Because of a Poor Service […]

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Make Money Saying Thank You

As a business grows, sometimes business owners tend to forget the most important part of their business – the customers. The danger with this is that the business can become just another faceless unit that customers deal with. The average consumer does not become a repeat customer, so it can be really, really hard to encourage repeat purchases. This phenomenon is what makes grizzled old veterans of the business milieu would tell you that spending on marketing and advertisements to keep existing customers is much better than the seemingly Sisyphean act of trying to gain new customers.

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Tele-Depths / Surveys News 1/7/12

Why banks are still failing to get customer service right?   The latest figures from the National Customer Satisfaction (NCSI-UK) survey show that large banks are losing customers to smaller banks and building societies because the latter have closer relationship with customers and offer more personalized customer service. This trend was reflected in our recent […]