InMoment XI

OCTOBER 10, 2022

(Source: White House Office of Consumer Affairs via Help Scout ) 95% of customers share bad experiences with others. The Power of a Good Customer Experience. 81% of companies who are able to deliver customer experience excellence outperform their competition. Source: Zendesk ). Source: RightNow ).

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

Retently

JULY 28, 2023

But taking customer experience lightly can be dangerous too. Some studies suggest that poor customer service costs businesses up to $62 million per year. trillion annually when their customers leave – and that’s only in the US. Others are less “optimistic,” saying that companies stand to lose up to $1.6

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. The research is clear.

Customer Service 62

Customer Service Travel Wait Times Poor Customer Service 62

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. Fosters a Company-Wide Customer-Centric Culture.

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

ShepHyken

JANUARY 5, 2018

According to Forbes , Businesses are losing $62 billion per year through poor customer service. Bad customer service doesn’t just impact your revenue now, but can dramatically affect it in the future as study shows 86% of consumers said they’ve stopped doing business with a company after a bad customer experience.

Customer Service 86

Customer Service Poor Customer Service Multi-Channel Study 86