Providing a Poor Customer Experience Is Costly
When customers go through what they consider to be major customer service failures, the company providing the poor experience pays a heavy price. According to a recent study by SDL: 64% of customers stop recommending the company, start looking for alternative brands,...
Can You Afford to Ignore Social Media?
Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social media sites and then receive follow up from the company rate their overall customer...
What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’ expectations and needs as comprehensively as possible in order to give them the products and services that they want. But how...
We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent” compared to 0% in 2007. Conversely, the number of brands rated at “poor” or “very poor” dropped from 35% in 2007 to 11% in 2014. Clearly, there’s been a shift in how...