Remove Customer Satisfaction Remove Exceptional Customer Service Remove Social Media
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Delete, Ignore, Snub or Engage? How Mature Companies Should Tackle Negative Social Media Feedback Analyses

eglobalis

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Studies by Forrester reveal that unaddressed complaints on social media can increase customer churn by up to 15%. Should You Delete Negative Comments?

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Unlocking the Secrets to Exceptional Customer Service with Paul R. Jones

BlueOcean

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. When it comes to customer experience , there’s a lot of cross-over between the hospitality industry and the contact center industry. Are they listening?

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Social Media is Bad for Customer Service

Bill Quiseng

Social media is bad for customer service. Whether ranting or raving, customers are telling stories online about businesses whether those businesses are listening or not. But I am not against monitoring social media or using it as a responsive customer service channel. Look around you.

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Customer satisfaction is the enemy of exceptional customer service

Vonage

Beyond satisfactory – and beyond good – is an exceptional customer service. And, according to Nate Spears, the Chief Operations Officer and Co-Founder of ClearSource, exceptional customer service is anything you do beyond that is better than just good. In other words, it meets basic expectations.

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Crafting and Cascading a Customer Experience Strategy Across Global Organizations

eglobalis

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture The organization’s culture should support and promote customer-centric values. Companies like HSBC in Europe and Toyota in APAC excel in this area.

Strategy 422
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Designing and Rolling Out a Global Customer Experience Strategy

ECXO

Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value. Aligning the Organization’s Culture An organization’s culture should support and promote customer-centric values. Conduct comprehensive research to understand the full scope of the customer journey.

Strategy 380
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Quantum CX: Exploring the Fascinating Connection Between Quantum Physics and Customer Experience

ECXO

In the context of customer experience, ‘tunneling’ could represent the ability of a business to reach customers in unexpected ways or overcome potential barriers to customer satisfaction. Such leaps often require bold, innovative thinking, and a deep understanding of customer needs and expectations.