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What Industries Get the Most Customer Service Complaints?

What Industries Get the Most Customer Service Complaints? | Customer service | Scoop.it
The Internet and social media have made it much easier for people to vent about bad service to a potentially large audience. If you make a customer unhappy these days you can count on their other 5,000-some friends hearing about it, too.
Guy Gordon's insight:

Again notice the similar findings re service standards for social media.

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The Ultimate Customer Experience [infographic] | by brainsins.com

The Ultimate Customer Experience [infographic] | by brainsins.com | Customer service | Scoop.it
Monetate just released an infographic focused on customer experience where they explain some interesting facts: 97% of users said that their online experience influence whether they purchase...
Via BirdEye
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32% will share customer service experiences via social media and blogs

32% will share customer service experiences via social media and blogs | Customer service | Scoop.it
Almost a third (32 per cent) are sharing their customer service experiences – both good and bad – online through social media and blogs, new research has found.
Via Pretium Solutions, 360Connext , Rosetta Carrington Lue, Lee Sitch
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Yvonne A Jones's curator insight, May 6, 11:06 AM

Customer feedback is essential, and businesses, especially small businesses, want to encourage customers to speak with them and give them their feedback.  However, customers and clients must feel that their opinions matter and they will get results if they express their opinion. 

 

Relationship Marketing is key to maintaining open communication and dialogue between the business and its customers.  If customers know that they are a valued part of the business and they are listened to, they will be more ready to give feedback to the business rather than posting it on social media and voicing their discontent on those platforms and elsewhere, including  blogs.

 

Brianne Mellon's curator insight, May 7, 10:43 AM

Excellent statistics! Very useful for businesses/marketers and informative. This was my second favorite posting in my thread. Graphs and illustrations like these make it easy to understand who/what/where/when we should be marketing. 

Darius Douglass's curator insight, May 10, 7:32 PM

Customer service  is the most important relationship between consumer and business.  Social Media provides a balanced medium as the consumer and business share equal footing.  This is why net neutrality is such a hot button issue. 

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Top 5 Reasons Why Customer-Centric Efforts Fail

Top 5 Reasons Why Customer-Centric Efforts Fail | Customer service | Scoop.it
“ Even though everyone is talking about giving a superior customer experience, they will fail for these very reasons.”
Via The Customer's Shoes, Guy Gordon, BirdEye
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Top 5 Reasons Why Customer-Centric Efforts Fail

Top 5 Reasons Why Customer-Centric Efforts Fail | Customer service | Scoop.it
Even though everyone is talking about giving a superior customer experience, they will fail for these very reasons.

Via The Customer's Shoes
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Make your Next Best Action Count

Make your Next Best Action Count | Customer service | Scoop.it
In a big data world, companies have more information than ever about their customers so why aren t they making better use of analytics to keep them happy?

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Who Are the UK's 2013 Customer Experience Leaders And What Can We Learn ... - Business 2 Community

Who Are the UK's 2013 Customer Experience Leaders And What Can We Learn ... - Business 2 Community | Customer service | Scoop.it

Who Are the UK's 2013 Customer Experience Leaders And What Can We Learn ... Business 2 Community I have been studying the 2013 UK report by Nunwood's Customer Experience Centre and in this post I share with you what shows up for me.


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Get New Customers. Simplify The Customer Journey. - Business 2 Community

Get New Customers. Simplify The Customer Journey. - Business 2 Community | Customer service | Scoop.it

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Damage Control 101: Effectively Respond to Negative Feedback

Damage Control 101: Effectively Respond to Negative Feedback | Customer service | Scoop.it
Thanks to the instantaneous communicative abilities of Facebook and Twitter, consumers can voice their satisfaction with products and services faster than ever before. Of course, they can also share their displeasure just as quickly.

Via Thomas Faltin, frstrated
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Lumus360's curator insight, November 27, 2013 6:05 AM

My Grandmother always said "No news spreads faster than bad news” that’s never been truer than now!  This article gives some good advice on dealing with the bad press/ negative feedback

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Is Customer Experience Forgotten in Multichannel Roll Outs? [infographic]

The importance of Customer Experience in a multi channel environment (Customer Experience Complacency 25% of customers reporting problems #multichannel #custexp http://t.co/5SVX4DgHmD)...

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The Power of Mobile for Customer Experience [infographic]

in association with Because people want to be heard The Power of Mobile for Customer Experience This Infographic explores the potential mobile holds for capturi (Thanks @JimJosephExp I produce content on customer experience such as:

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Infographic: Winning with Customer Service

Infographic: Winning with Customer Service | Customer service | Scoop.it
RT @ApRecs: Infographic: Winning with Customer Service http://t.co/EW76ldmVyt via @sharethis
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Customer Portal: Self Service Support Center for Customers

Customer Portal: Self Service Support Center for Customers | Customer service | Scoop.it
Learn what's fact or fiction with customer service myths in this infographic and see how they can change the way you do business.
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Customer Centricity: Predicting Changes in the Customer Experience | MIT Technology Review

Customer Centricity: Predicting Changes in the Customer Experience | MIT Technology Review | Customer service | Scoop.it
In five years, what will fundamentally change the customer experience as we know it today?

Via Eric_Determined / Eric Silverstein, frstrated
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Eric_Determined / Eric Silverstein's curator insight, October 25, 2013 3:47 PM

It will come down to the 3Ps:

 

- Participation

- Personalization

- Prediction

 

share your thoughts on the article.

 
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A Wake-Up Call for Call Center Executives


Via Rosetta Carrington Lue
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Is Service Design the new Marketing?

Is Service Design the new Marketing? | Customer service | Scoop.it
“ To create and sell good products is not enough. The task today is much more complex.”
Via CSL, BirdEye
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The Ultimate Customer Experience [infographic] | by brainsins.com

The Ultimate Customer Experience [infographic] | by brainsins.com | Customer service | Scoop.it
Monetate just released an infographic focused on customer experience where they explain some interesting facts: 97% of users said that their online experience influence whether they purchase...
Via BirdEye
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You Had Me at Hello: 8 Phrases Every Customer Longs to Hear | Parature

You Had Me at Hello: 8 Phrases Every Customer Longs to Hear | Parature | Customer service | Scoop.it

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Consumers prefer live chat for customer service: stats

Consumers prefer live chat for customer service: stats | Customer service | Scoop.it
Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.
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72% of customers expect complaints on Twitter to be answered in one hour

72% of customers expect complaints on Twitter to be answered in one hour | Customer service | Scoop.it
53% of customers who ask a brand a question on Twitter expect a response within one hour.

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Obamacare: Obama really cares !

Obamacare: Obama really cares ! | Customer service | Scoop.it

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frstrated's curator insight, October 29, 2013 6:22 PM

Due to various glitches on most Obamacare online portals, the President himself had to intervene to guide the US citizens to another channel to get a better user experience !

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What Is Customer Experience and Why Is It Important? – Avaya

What Is Customer Experience and Why Is It Important? – Avaya | Customer service | Scoop.it

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Hiring the Right Customer Service People and How to Use Them

Hiring the Right Customer Service People and How to Use Them | Customer service | Scoop.it
Anyone in the industry will tell you that people are the most important asset to a customer service operation. While CRMs, mobile apps and social media channels are essential pieces to service deli...

Via Rosetta Carrington Lue, BirdEye
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Rosetta Carrington Lue's curator insight, November 7, 2013 4:28 PM

Here's my latest blog post titled "Hiring the Right Customer Service People and How to Use Them".  Please feel free to leave your feedback and comments on my blog comments.

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When a Company Is No Longer That into You | HBR

When a Company Is No Longer That into You | HBR | Customer service | Scoop.it
The consequences of not following through can haunt customer relations.

Via BirdEye
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Proactive vs. Reactive Customer Service | ClickZ

Proactive vs. Reactive Customer Service | ClickZ | Customer service | Scoop.it
Proactive vs. Reactive Customer Service
ClickZ
They told us we'd need to open a customer support ticket. Note that we certainly had that option before we chose live chat, but because of the urgency of the situation we went with the live chat option.

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This Week: How Customer Experience is Getting Harder + Environment & Workplace Satisfaction

Customer Service Status: In a Relationship The metamorphosis of contact centers shows an industry moving from a customer support role to full-on customer relationship hubs.

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