Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Interactions

JULY 22, 2021

On top of all of this, it has created countless customer experience challenges which many organizations have been unable to meet. A recent study by the UK Institute of Customer Service found that complaints about poor customer service are at their highest levels since 2009. Covid customer experience challenges.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

Retently

MARCH 23, 2023

Study the hacks used by brands like Apple , Amazon , and Netflix, and you’ll discover actionable tactics that can apply to your business. In industries with a low overall NPS, we’ve looked at consumer complaint data to learn which brands are the least likely to retain customers and earn positive feedback.

Net Promoter Score 124

Net Promoter Score Company NPS Effort Score 124

Hero Digital

APRIL 8, 2020

And while they are certainly having profound effects on how we are all doing business in the short term, they are also likely to change the way we interact with our employees and customers forever, moving forward. In 2009, researchers from University College London discovered a peculiar thing about habits. CASE STUDY.

Banking 104

Banking B2C Healthcare Study 104

Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

Service Untitled

JUNE 14, 2011

The July issue of Consumer Reports stated there were 1.1 million complaints against North American businesses last year; up 10 percent from 2009. So why are so many people so dissatisfied with customer service ? Jack Abelson, a retail industry consultant called customer service “abominable.&#

Poor Customer Service 42

Poor Customer Service Customer Service Representative Customers Retail 42

ijgolding

OCTOBER 7, 2015

Although it comes as a surprise for a company with, up until now, a very good global reputation, their actions have only added to the consumer’s growing mistrust of ‘big business’ Tesco, one of the world’s largest retailers, lurch from one crisis to another – again driven by an extreme lack of authenticity.

Case Study 120

Case Study Study Customer Experience Financial 120