Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email. Call centers provide poor customer service.

Call Center 97

Call Center Contact Center Poor Customer Service Wait Times 97

Joe Rawlinson

MAY 31, 2017

The Pareto principle may date back to the 1800s, but it’s still relevant for the consumer marketplace today. Take a look at your most loyal customers. Forbes reports that most businesses find 20 percent of their most loyal customers actually make up 80 percent of their sales.

Customer Retention 98

Customer Retention Omni-Channel Strategy CRM 98

Joe Rawlinson

JULY 10, 2019

These statistics help you comprehend how you can increase revenue by delivering excellent customer service. According to Forbes, companies have lost $75 billion in 2018 owing to poor customer service, and this number has risen by $13 billion since 2016. Image Source. Microsoft ).

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Customer Service Customer Journeys Social Media Poor Customer Service 130

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. The result? Profits rose by more than a third, to over €2 billion in 2015.

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Customer Service Poor Customer Service Contact Center Airlines 48

Tricia Morris

APRIL 15, 2016

There is a high price to pay for poor customer service, while conversely, there is money to be made from consistently delivering a satisfying customer service experience. The challenge on both sides is that customer expectations have never been higher. On the fence about investing in customer service?

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Infographics Financial Customer Service Poor Customer Service 40

NICE inContact

AUGUST 23, 2016

This means that fixing or improving a company culture is a time consuming process that involves lots of moving parts. Having a toxic culture creates low morale, which then bleeds over into both poor customer service and increased attrition. This article was originally published June 21, 2016 on ICMI.

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Contact Center Culture Poor Customer Service Tips 108

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. 70% answered on two channels. There are a number of reasons behind this:

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Customer Service Social Media Poor Customer Service Consumers 48

Tricia Morris

MARCH 14, 2016

. • The probability of selling to an existing customer is up to 14 times higher than the probability of selling to a new customer. Think of the additional customers and lifetime value that could be delivered through a little extra attention to retention. Want to Learn More About Customer Service & Retention?

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Chief Customer Officer eBook Poor Customer Service Report 40

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

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Self Service Knowledge Base Poor Customer Service Social Media 48

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

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Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy.

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands.

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Self Service Customer Service Entertainment Fashion 48

CSM Magazine

APRIL 26, 2018

Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. PM for example, when 26% of consumers buy online.

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Effort Score Fashion Banking Hotels 40

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Customers can experience many types of pain points, or common problems, while doing business with a company. percent begin shopping before September.

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Tips Self Service e-support Social Media 138

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. However, a new study by Bruce Temkin of the Temkin Group shows that this focus on service doesn’t transfer across to subsequent customer service interactions.

Social Media 48

Social Media Poor Customer Service Ecommerce Retail 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Tricia Morris

MARCH 28, 2016

Yet, despite these increasing expectations, according to the American Customer Satisfaction Index , customer satisfaction is on the decline from a survey high set two years ago. According to the TimeTrade State of Retail 2016 report , not very far. And a historically strong service hub seems to be causing a major disconnect.

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Retail Self Service Customer Service Omni-Channel 40

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.

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Chief Customer Officer Customer Centricity Call Center Metrics 98

Bold360

DECEMBER 4, 2016

As a consumer, you can always take care of the problem by ordering last minute gifts on Amazon and “poof,” problem solved. But as a service provider, the results of inadequately planning for the busiest time of the year can be financially disastrous.

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Provide Support

OCTOBER 7, 2015

State of Multi-channel Customer Service Report by Parature, showing that 62% of consumers feel that overall customer service is getting better rather than worse, sounds quite positive. According to a recent study , 77% of those aged 18 to 24 use mobile devices at least once per month for customer support.

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