Retently

MARCH 11, 2025

Bridging the gap between what customers expect and what businesses deliver is the Customer Experience Manager. Whether its analyzing product reviews, refining post-purchase experiences, or working with marketing and support teams to resolve issues, their job is to make shopping effortless and enjoyable.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Vonage

JANUARY 3, 2017

Social media: a platform that allows consumers to say anything they like about a brand – and broadcast that message to the world. When you think about it, it’s not surprising that many businesses consider social media to be one of the dangerous communication channels. Why are customers complaining in the first place?

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Lumoa

NOVEMBER 17, 2022

The evolution of customer experience in e-commerce has grown exponentially since the pandemic making customer experience more important than ever. Customers search for easy shopping solutions on clear, engaging websites. Customer Experience in E-commerce Trend Predictions for 2023. trillion by 2025.

e-support 195

e-support Customer Experience Social Media Chatbots 195

InMoment XI

SEPTEMBER 19, 2024

When you think of your most recent purchase, you don’t think of the experience in silos. You recount your experience based on how you felt about the whole process, from start to finish. This is how we view the end-to-end customer experience. What is End-to-End Customer Experience?

Customer Journeys 195

Customer Journeys Customer Experience Social Media Banking 195

InMoment XI

MARCH 11, 2024

In order to create a truly great customer experience, you need to implement a customer feedback loop that will integrate your customers into the business. It is a loop because as the company makes improvements, the customers weigh in with feedback on how the improvements are faring. What is a Feedback Loop?

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Vonage

NOVEMBER 18, 2016

There’s only one guaranteed way to make sure your customers never trash you on Tripadvisor, Yelp, or any other review site: never make a mistake. Actually, it’s worse than that: You’d have to never make a mistake as defined by your customers (who, as everyone in business knows, don’t always see things exactly the way you expect them to.).

Social Media 120

Social Media Self Service How To Infographics 120

Experience Investigators by 360Connext

OCTOBER 29, 2014

It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt. This is truly outrageous!”

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Consumers won’t trade price for bad service.

Omni-Channel 218

Omni-Channel Consumers Self Service Social Media 218

BlueOcean

JANUARY 8, 2019

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep.

Lifetime Customer 299

Lifetime Customer Contact Center Poor Customer Service eBook 299

C3Centricity

AUGUST 17, 2020

Denyse Drummond-Dunn · What a customer first strategy means today. But with people having changed their purchasing habits and perspectives due to lockdown, this seems the perfect time to reconsider your customer-first strategy. A customer-first strategy is not so hard. Just think customer first in everything you do.

Strategy 296

Strategy Customer Centricity Social Media Analysis 296

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 271

Customer Service Social Media Customer Service Representative Self Service 271

InMoment XI

JULY 18, 2024

What Is Customer Feedback? Customer feedback can take many forms, but it is defined as any information from customers about their experience with a product or service from a specific company. This can include the customer’s opinions, complaints, suggestions, and compliments.

Feedback 221

Feedback Customer Journeys Net Promoter Score Social Media 221

GetFeedback

NOVEMBER 20, 2018

Want happy, loyal customers? But for the business with limited resources and a thousand different priorities, building a thriving customer base is easier said than done. It isn’t a one-and-done achievement—you have to devote constant attention to activities that drive customer satisfaction and loyalty. What can we improve?

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257

BlueOcean

APRIL 15, 2019

The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

Customer Care 189

Customer Care Social Media Contact Center Poor Customer Service 189

InteractionMetrics

MARCH 13, 2025

Sentiment analysis reveals the emotions your customers feelbut knowing how they feel is only useful if you know why they feel the emotion in the first place. If you want to improve customer experience, you need more than just emotional data. What Is Customer Sentiment Analysis? ” Its more nuanced than that.

Analysis 52

Analysis Customer Experience Self Service Social Media 52

Lumoa

JANUARY 2, 2022

“ Your most unhappy customers are your greatest source of learning. Bill Gates No matter what industry you’re in or how excellent your products or services are, you’ll always have unsatisfied customers. But customer dissatisfaction doesn’t have to damage your business. and give a rating between 0 and 10.

NPS 195

NPS Net Promoter Score How To Social Media 195

C3Centricity

DECEMBER 3, 2018

Every few days there seems to be another customer service disaster that fills the newspapers and goes viral on social media. These usually happen when an organisation does not adopt a customer first strategy. Almost every single organisation, big or small, recognises the importance of their customers.

Strategy 218

Strategy Poor Customer Service Social Media Analysis 218

TechSee

OCTOBER 2, 2019

The days of long-term customer brand loyalty to brands are over. Today, consumer stickiness is far more dependent upon people’s specific experiences and the level of service they receive. This indicates a clear opportunity for companies to recognize any shortcomings and take corrective action before the customer defects.

Survey 164

Survey Customer Service Social Media Telecommunications 164

Provide Support

OCTOBER 12, 2017

The cost of losing customers differs wildly between businesses, but it gets even higher if a customer is lost due to poor customer service experiences. Read more. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2017. Permalink | No comment.

Poor Customer Service 29

Poor Customer Service Infographics Customer Service Social Media 29

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Retail 111

Retail Customer Experience Social Media Poor Customer Service 111

ProProfs Chat

APRIL 23, 2019

Long gone are the days when phone calls were the best way to deliver excellent customer support. Modern customers believe that social media is a new better way to interact with the brands when they have questions, problems, or concerns. For a number of reasons, consumer behavior on social media is constantly changing.

Social Media 67

Social Media Chatbots Poor Customer Service Brands 67

Vonage

AUGUST 11, 2015

Businesses can pour money into elaborate advertising campaigns, but poor customer service can undo all that hard work instantly. Excellent customer service can be as good (and often better) for your brand than a well-orchestrated PR campaign: get your customers to do the talking for you!

Customer Service 120

Customer Service Contact Center Social Media Multi-Channel 120

CSM Magazine

MAY 22, 2018

Brands are failing to create the positive, emotive experiences that drive customer loyalty. New research from NewVoiceMedia reveals that 42 percent of UK consumers left a business last year due to poor customer service. Social media was touted as equally effective in settling. How customers respond.

Poor Customer Service 53

Poor Customer Service Omni-Channel Consumers Customer Service 53

Interactions

JANUARY 21, 2025

Utility outages due to extreme weather are accelerating customer service challenges for utility providers. When anxious, frightened customers seek answers fast, the last thing they want is to get stuck in a customer service doom loop. Avoid using generic voice recordings to show your customers how much you care.

Connections 62

Connections Self Service Poor Customer Service Virtual Agent 62

Retently

OCTOBER 23, 2024

Yet, with plenty of options available just a click away, customers expect far more than just a simple transactional relationship. They seek a shopping experience that is seamless, personalized, and enjoyable – one that makes them feel valued and understood.

Ecommerce 109

Ecommerce Survey Retail NPS 109

BlueOcean

OCTOBER 21, 2024

Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your shopper interactions, but its never that simple. TL;DR: With every customer loss, you’re missing out on prospects and falling short of your lifetime customer value potential. Too tired to read?

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Comm100

JUNE 13, 2018

Preparing for the shopping season ahead of time can help e-commerce vendors and retailers of all industries convert more browsers into buyers, improve customer satisfaction levels, and dodge inconvenient (and avoidable) operational hassles. Are there any reoccurring problems that customers are having with their orders?

Tips 185

Tips Self Service e-support Social Media 185

Joe Rawlinson

JULY 10, 2019

The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. Owing to the choice overload, a business is always at risk of losing its customers for some reason or the other. Huffpost ).

Customer Service 130

Customer Service Customer Journeys Social Media Poor Customer Service 130

InMoment XI

SEPTEMBER 12, 2024

It’s important to keep track of how many customers leave and why they leave so that you can make the right adjustments for future customers and hopefully improve customer retention. That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers.

Analysis 195

Analysis Social Media Measurement Customers 195

NobelBiz

OCTOBER 24, 2023

Both the customer experience map and the journey map are essential tools for businesses aiming to understand and improve the interactions their customers have with their brand. What is a Customer Experience Map? Social media engagement for customer feedback.

Customer Journeys 104

Customer Journeys Customer Experience Contact Center Touchpoint 104

ShepHyken

JUNE 24, 2019

Each week I read a number of customer service and customer experience articles from various resources. Customer Clairvoyance: I Never Knew I Always Wanted This by Chip Bell. My Comment: Here is a great testimonial to the combination of a great customer experience and product. Number three may also be.

Customer Service 118

Customer Service Poor Customer Service Tips Hotels 118

Thematic

MARCH 26, 2025

"Your most unhappy customers are your greatest source of learning." So, today, let’s go over the basics of the customer feedback loop. We’ll cover: What a customer feedback loop is, how it works, and why it’s crucial for business success. What Is a Customer Feedback Loop? Let’s dive in.

Feedback 62

Feedback Social Media Analysis Survey 62

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 186

Customer Service Multi-Channel Net Promoter Score Omni-Channel 186

CSM Magazine

DECEMBER 18, 2024

Customer service is an essential element for companies working in the lending industry. Whenever people are looking for lenders, they always seek a company with the best customer reviews. Reliable customer service helps put loan applicants at ease, promoting trust and confidence during all financial operations.

Trends 52

Trends Customer Service Banking Financial 52

transcosmos Information Systems

JANUARY 5, 2017

In digital commerce, customers are like taking a leap of faith, doing business with people whom they only see online. There’s indeed some bit of a risk buying a product or service that’s not in front of you physically. And here’s where good customer service can make all the difference. Product Pages. Search Button.

e-support 87

e-support Customer Experience Social Media Policies 87

Kayako

MARCH 14, 2022

The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. The cost of acquiring new customers is up to 25 times higher than retaining them. We know that customers hate to wait.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Steve DiGioia

APRIL 9, 2018

That’s the problem, the customers don’t know why. Many affected customers say they were never informed of an account closure. If any customers believe their account has been closed in error, we encourage them to contact us directly so we can review their account and take appropriate action”. Customers aren’t always so forgiving.

How To 166

How To Communication Poor Customer Service Social Media 166