InMoment XI

OCTOBER 10, 2022

The Power of a Good Customer Experience. 81% of companies who are able to deliver customer experience excellence outperform their competition. Source: Peppers & Rogers Group, Customer Experience Maturity Monitor, 2009) An improved customer experience directly affects the bottom line. Source: RightNow ).

Net Promoter Score 368

Net Promoter Score Survey NPS B2C 368

Interactions

JANUARY 21, 2025

power outages since 2000 have been due to extreme weather; heat season outages alone have increased by 60% since 2009, according to Climate Central. Ease the Burden on Human Agents Your customers arent the only ones struggling during an outage. Overloaded agents can become stressed and exhausted, leading to poor customer service.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

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 122

Chief Customer Officer Customer Centricity Call Center Metrics 122

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.

Customer Service 62

Customer Service Travel Wait Times Ecommerce 62

Service Untitled

MARCH 4, 2009

Service Untitled The blog about customer service and the customer service experience. What interested me was how the importance of customer service varied in different industries. Do toll-free numbers help customer service? I’ll be including some of them in future posts.

Customer Service 52

Customer Service Poor Customer Service Culture Consulting 52

Service Untitled

JUNE 14, 2011

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.&# The July issue of Consumer Reports stated there were 1.1

Poor Customer Service 42

Poor Customer Service Customer Service Representative Customers Retail 42

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.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Call Center Metrics 80