Thematic

MARCH 26, 2025

Consider this: 73% of customers will switch to a competitor after multiple bad experiences​ That means businesses don’t get unlimited chances to make things right. By turning unstructured feedback into clear themes, businesses can confidently prioritize improvements that matter most to customers.

Feedback 62

Feedback Social Media Analysis Survey 62

ProProfs Chat

OCTOBER 31, 2017

Customer service is no less than a battleground these days, owing to the rise in customer expectations. Going on the lines of “You Miss, I hit”, competitors can steal your customers in seconds, even if their product is not as promising as yours. Streamlined Customer Support. Try Live Chat for Free.

Multi-Channel 102

Multi-Channel Effort Score Software Analytics 102

Kayako

MARCH 14, 2022

How do Telecom companies keep satisfied customers and encourage customer loyalty? It turns out that telecom customer service is a critical variable. Almost 40% of those who left a telecom company did so because of poor customer service. Net Promoter Score (NPS). Email response time is important too.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Retently

MARCH 10, 2022

Whether they have been idle for some time, had complaints which were not paid attention to or poorly adopted your tool, find these reasons to touch base with your customers before it is too late. Only one out of 26 unhappy customers will actually voice his dissatisfaction, the rest will simply churn. Create a customer-centric culture.

Self Service 147

Self Service Poor Customer Service e-support Customer Success 147

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. Types of Surveys for Product Usage Product experience can be measured using: CSAT surveys can help gauge customer satisfaction with the quality and performance of the product.

Ecommerce 109

Ecommerce Survey Retail NPS 109

NobelBiz

OCTOBER 24, 2023

Pain Points Throughout their journey, customers may encounter challenges or barriers that hinder their progress. These pain points can arise from various factors, such as a lack of information, a confusing user interface, or poor customer service. Let’s take a closer look.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

InteractionMetrics

MARCH 27, 2025

The easiest way to keep your customers feeling well cared-for is to use technology to predict their needs. Use analytics to predict future interests: Predictive analytics allows you to proactively suggest products or services, impressing customers with your insightfulness.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Ecrion

JUNE 9, 2020

As customer expectations rise, customer experience is emerging as a key brand differentiator. Statistics show that brands that provide a superior customer experience generate 5.7 Companies that put their customers first are 60% more profitable than less customer-centric counterparts. Was it easy?

Data 72

Data Customer Experience Effort Score Net Promoter Score 72

Call Experts

OCTOBER 5, 2023

Businesses that invest in high-quality call centers can stand out by providing superior support , ultimately attracting and retaining more customers. Reducing Churn Rates A significant portion of customer churn is due to poor customer service experiences.

Contact Center 105

Contact Center Call Center Guidelines Roadmap 105

SurveySensum

JANUARY 20, 2025

Sentiment analysis is the process of analyzing open-ended feedback using AI technologies like natural language processing, machine learning, and text analytics. Here, the use of text analytics helps in finding the exact instances where the mentions are made, with contextual correctness. What is Sentiment Analysis?

Analysis 52

Analysis Social Media Trends Feedback 52

Stella Connect

NOVEMBER 23, 2021

Throughout the past two years, the customer service team has grown in importance, with the C-suite recognizing just how integral customer service is to meeting shifting customer expectations, embracing the rapid pace of digital transformation, and, ultimately, achieving business success. .

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

ViiBE Blog

JULY 30, 2021

To make inbound contact operations smooth and of utmost quality on both the customer’s and the agent’s sides, various innovative technologies can be used. With competition looming in the market, keeping existing customers engaged and maintaining their satisfaction is as important as attracting new potential clients.

Contact Center 52

Contact Center Self Service Call Center Transportation 52

Eptica

JUNE 27, 2018

” Customer experience management is therefore: “The practice of designing and reacting to customer interactions in order to meet or exceed customer expectations and so increase customer satisfaction, loyalty and advocacy.” How can brands match customer expectations around knowledge?

Social Media 55

Social Media CRM Poor Customer Service Customer Satisfaction 55

Magellan Solutions

OCTOBER 6, 2023

Heads up: Two-thirds of customers will IMMEDIATELY QUIT doing business with a brand if that brand provides POOR CUSTOMER service ! Consequently, this means decrease in loyal customers and eventually profit loss. Analytics and Reporting Analytics and reporting are essential for making data-driven decisions.

Knowledge Base 52

Knowledge Base Customer Satisfaction Tips Loyalty 52

Call Experts

APRIL 8, 2024

A Customer Journey Contact Center is not just a nice-to-have feature; it is crucial for businesses looking to retain clients and acquire new ones. According to Forbes, 84% of companies that focus on improving their customer journey see an increase in revenue. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

CSM Magazine

DECEMBER 13, 2023

In a competitive market, stellar customer service stands as the cornerstone of a thriving business. As a matter of fact, 49% of customers have left a brand due to poor customer service , as revealed in a study back in 2021. Note that most of these customers were once very loyal to the brands they supported.

Customer Service 52

Customer Service CRM Call Center Employee Engagement 52

Call Experts

JULY 13, 2023

A Customer Journey Contact Center is not just a nice-to-have feature; it is crucial for businesses looking to retain clients and acquire new ones. According to Forbes, 84% of companies that focus on improving their customer journey see an increase in revenue. 91% of American consumers reported poor customer service in 2021.

Contact Center 52

Contact Center Customer Journeys Call Center Touchpoint 52

Call Experts

DECEMBER 17, 2020

According to Zendesk , “For the best support teams, AI is already driving great customer experiences. AI can help agents with automated actions, predictive analytics, chatbots, and virtual assistants. companies lose more than $62 billion annually due to poor customer service.

Communication 52

Communication Contact Center Call Center Poor Customer Service 52

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 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

ProProfs Chat

FEBRUARY 7, 2020

In fact, it is a new discipline altogether that focuses on providing customers with unforgettable experiences. . In fact, a whopping 56% of customers across the globe have stopped doing business with a brand because of poor customer service experiences.

Multi-Channel 106

Multi-Channel Knowledge Base Customers Social Media 106

Playvox

MARCH 12, 2023

This leads to undesirable outcomes that have a snowball effect, such as poor customer service, which leads to angry customers. In turn, this can cause less than optimal customer satisfaction scores. Therefore, it’s important to train agents to respond quickly and effectively to customer inquiries.

Contact Center 52

Contact Center Strategy Gamification Customer Satisfaction 52

ProProfs Chat

AUGUST 28, 2019

Additionally, the Survey Maker provides advanced reports and intelligent analytics that can give you useful insights into your audience. Increased Customer Loyalty. To be heard is what all the customers want, and social media helps you practice that actively. Satisfied customers are the most loyal customers.

Social Media 49

Social Media Study Survey Feedback 49

Call Experts

APRIL 8, 2024

Businesses that invest in high-quality call centers can stand out by providing superior support , ultimately attracting and retaining more customers. Reducing Churn Rates A significant portion of customer churn is due to poor customer service experiences.

Contact Center 52

Contact Center Call Center Guidelines Roadmap 52

SurveySensum

JUNE 29, 2023

Well, here’s a startling statistic to ponder: 82% of customers stop doing business with a company due to poor customer service. – Techcrunch As a marketing expert, your goal is not just to attract customers but also to keep them satisfied and loyal.

Customer Satisfaction 52

Customer Satisfaction Marketing Exceptional Customer Service Social Media 52

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. In simple terms, it is all about how happy customers are with your product or service, or the overall experience they had with your company.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. By Stephanie Ventura.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

SurveySensum

FEBRUARY 6, 2024

Customer Experience Problems: Poor Customer Service or Responsiveness: Invest in responsive and helpful customer support to enhance overall satisfaction. Lack of Communication or Transparency: Clear communication channels for updates and changes contribute to a positive customer experience.

Survey 52

Survey Feedback User Experience Communication 52

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Build your customer experience management program around feedback.

Customer Experience Management 52

Customer Experience Management Customer Experience Management Customer Journeys 52

delighted

MARCH 4, 2020

These are the challenges that effective Customer Experience Management (CXM) can solve. CXM is the strategy behind gaining data on what customers are experiencing and using that information to improve how your business delivers on customer expectations. Build your customer experience management program around feedback.

Customer Experience Management 44

Customer Experience Management Customer Experience Management Customer Journeys 44

Ecrion

SEPTEMBER 23, 2020

Experts agree that customer service expectations are on the rise. Every year, businesses lose billions in potential revenue thanks to one thing: poor customer service. Positive customer experiences, on the other hand, can help boost sales, retain customers and even bring in new ones.

Infographics 105

Infographics Self Service Customer Service Social Media 105

CSM Magazine

SEPTEMBER 23, 2024

The American president, Joe Biden, targeted poor customer service recently when he said companies were playing hardworking Americans for “suckers.” Biden announced several proposals aimed at easing customer service pain points, part of a “ Time is Money ” initiative. However, technology can’t do this on its own.

Technology 52

Technology Customer Experience Self Service Chatbots 52

Thematic

MARCH 27, 2023

You’ve established a customer centric culture with the “voice of your customers” at the heart of your CX strategy and business operations. Very few organisations currently sit in this phase due to its data analytics and technology requirements, as well as the culture aspect.

Tips 71

Tips Customer Centricity Feedback Social Media 71

InMoment XI

NOVEMBER 12, 2024

Did you know consumers ranked social media in the top five most preferred channels for customer support? Furthermore, more than 80% of consumers expect a response from businesses on social media within two business days. Social media monitoring also makes it easy to communicate with your entire customer base in a crisis.

Social Media 363

Social Media Analysis Metrics Analytics 363

SurveySensum

MARCH 10, 2025

Because simply understanding customer expectations is no longer enough; in todays competitive landscape, you need to anticipate and exceed them to build lasting loyalty. With the right text analytics software. What is Conversation Analytics? How Does Conversation Analytics Work? So, how can you achieve this?

Interaction 52

Interaction Analytics Social Media Analysis 52

SurveySensum

MARCH 3, 2025

Social Media Text Analytics. that can easily be AI-Powered Text Analytics Software. What is Social Media Text Analytics? Social media text analytics is the process of analyzing text-based data from social media platforms using technologies like NLP, machine learning, and AI to extract meaningful insights. Lets find out!

Social Media 52

Social Media Analytics Customer Insights Analysis 52

BirdEye

FEBRUARY 18, 2025

With over 57 million active social media users in the UK, businesses must deliver the right message at the right time while navigating platform algorithm shifts, data privacy laws and growing customer expectations. To protect their reputations, brands must actively monitor and address customer complaints.

Social Media 52

Social Media Management Multi-Channel Advertising 52

CSM Magazine

JUNE 27, 2022

Did you know that 96% of consumers leave a business due to poor customer service? Although customer expectations vary, companies that wish to succeed must find efficient ways to improve call center experiences. These are fictional representations of your company’s target customers, backed by facts and data.

Customer Experience 52

Customer Experience Social Media Customer Service Representative Call Center 52