“People only complain about what they care about,” according to Connection Coach Jonathan Sprinkles. To that end, here's Sprinkles’ five star strategy for turning an unhappy customer experience around,
Every contact center has a common objective today and that is to become a profit center. The journey of transformation from a cost center to a profit center depends heavily on the keenness of contact centers to invest in cutting-edge technologies and innovative tools and processes. Today contact centers need to focus more on enhancing their efficiency and capability to accurately and timely anticipate and respond to customers’ needs, while curtailing the cost of customer service. Realizing an integrated IVR-CRM system will be a crucial step for contact centers in this direction. A fully
As we’re preparing for our annual Focus Group, it got us thinking about customer service.The focus of our event is to continue providing and improving – not only our software solutions – but the overall service delivered to each of our customers.What better topic to discuss than one about delivering exceptional service to your clients then, right? As a stadium manager, how does your service measure up?Are you proactively (and regularly) handling guest requests, complaints, and exceeding their expectations throughout the process? Are you still waiting for the complaint calls
Did you know that studies have shown that 59 percent of questions and complaints made to brands on Twitter go unanswered?
When you learn that 72 percent of Twitter users expect a response, and 42 percent expect a response within the hour, that presents something of a disconnect.
Indeed, only 36 percent of customers report having their problems effectively solved via social media, with less than one in three firms utilising a dedicated customer service team to manage these channels.
Check the visual below for a wealth of insights into using social media for customer service, which comes courtesy of West Interactive.
Twitter is coming of age as a customer service channel with more questions answered accurately through social media than email for the first time, yet companies are failing to successfully respond to 59% of tweets, according to a new study. [...]
We’re in an incredibly fast paced and ever changing world where consumer choices are rapidly expanding and customer expectations are constantly increasing. Surprisingly though, how many business owners still need to be convinced that improving customer service and customer experience is essential and can lead to increased customer retention, brand loyalty and more revenue.On the other side, just a single poor customer experience can easily break customer relationship and have a negative impact on brand reputation and the bottom line, as the voice of the customer has never been louder. T
The success of a business, a government department or a public sector body, is either measured in financial terms, or limited by financial budget constraints. But a disconnect often occurs with investment decisions because although customer satisfaction, loyalty and advocacy is key to any organisation's success, it is seldom expressed in financial terms.
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