Customer Service
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On the Web, Customer Service Stories Move Fast


Via Don Dea
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Don Dea's curator insight, April 25, 2013 12:19 AM

When it comes to customer relationship management (CRM), digital channels present something of a double-edged sword. They facilitate communication between consumers and businesses, but also provide disgruntled customers with the means to quickly and widely broadcast their discontent with a product or service.

Dimensional Research conducted a Q1 2013 survey of US internet users who had recently interacted with the customer service departments of mid-sized companies. Interestingly, they found that among those who said they had had a positive customer service experience, more said it was because they received a quick resolution to their problem, rather than a desirable outcome.


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More People Share Bad Customer Service Experiences Than Good [INFOGRAPHIC] - AllTwitter

More People Share Bad Customer Service Experiences Than Good [INFOGRAPHIC] - AllTwitter | Customer Service | Scoop.it
More People Share Bad Customer Service Experiences Than Good [INFOGRAPHIC]
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Why Customer Service is a Leadership Issue

Why Customer Service is a Leadership Issue | Customer Service | Scoop.it
I'm sometimes asked how I made the transition from a fo… (Why Customer Service is a Leadership Issue | Switch and Shift http://t.co/yfBSXtpFIt)
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Why customer service is the new marketing

Why customer service is the new marketing | Customer Service | Scoop.it

It's no secret that CRM and marketing go hand-in-hand, but few marketers truly understand the impact of online customer service. Here's why you need to shift your focus.

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Website Reviews | Feedback | Opinions | Complaints | e customer satisfaction

Website Reviews | Feedback | Opinions | Complaints | e customer satisfaction | Customer Service | Scoop.it
Consumer-generated reviews about customer service. Unbiased consumer reviews website. Share your opinion and make a difference.
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Customer Satisfaction 101: How to Measure Customer Satisfaction

Customer Satisfaction 101: How to Measure Customer Satisfaction | Customer Service | Scoop.it

Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences.


Via Karl Wabst
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Karl Wabst's curator insight, April 28, 2013 1:13 AM

Tutorial designed to get you up and running with basics of customer satisfaction in four easy-to-read articles.

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How do you lose 82% of your customers? Bad customer service.

How do you lose 82% of your customers? Bad customer service. | Customer Service | Scoop.it
No one really wants to lose 82% of your customers, right? They do if they have bad customer service. A recent survey published in the Customer Experience Impac(...)
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How People Shared Their Customer Service Experiences [CHART]

How People Shared Their Customer Service Experiences [CHART] | Customer Service | Scoop.it
Customers were more likely to share bad customer service experiences than good ones, no matter what communication channel they used.
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Can Self-Service Be Good for the Customer Experience? - The Upsell

Can Self-Service Be Good for the Customer Experience? - The Upsell | Customer Service | Scoop.it
Does adding self-service options at the gas pump or checkout counter add or take away from the customer experience? The Upsell blog by Russel Lolacher (How much do you hate self-serve checkouts? Is it different that getting gas?
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What Bad Customer Service Costs Your Business [Infographic]

What Bad Customer Service Costs Your Business [Infographic] | Customer Service | Scoop.it
If it comes to bad customer service, a lot of companies seem to not care, because you can't measure it. Here are the bare facts that bad customer service does hurt your business
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Rosetta Carrington Lue's curator insight, May 23, 2013 11:15 PM

Great inforgraphic on the negative cost to a business for bad customer service.

Meenakshi Singh's curator insight, September 24, 2013 8:04 AM

True said, customer service is playing a vital role for an organization because your organization depends upon on your customer so you need to have a team who can provide the best customer services.

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4 Keys to Customer Loyalty

4 Keys to Customer Loyalty | Customer Service | Scoop.it
Customer satisfaction is a joke. It's customer loyalty that's the real challenge.
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POS Maven's curator insight, April 11, 2014 10:26 AM

FuturePOS has 32 different loyalty programs designed to bring customers back and drive your bottom line! :)

 

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Wikinomics – Maslow’s Hierarchy of Customer Service

Wikinomics – Maslow’s Hierarchy of Customer Service | Customer Service | Scoop.it

I’d like to share a graphic that I’ve been using a lot lately in my presentations about Wikinomics approaches to contact centers.  The original source, I’ve learned, is from the book “Peak: How Great Companies Get Their Mojo From Maslow,” by Chip Conley.  However, I originally came across it while looking at some presentations on SlideShare that were posted by the founders of the third-party customer relations portal Get Satisfaction.


Via jean lievens
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Rosetta Carrington Lue's comment, May 5, 2013 10:36 AM
Great article and executive summary of a customer service model.
Rosetta Carrington Lue's curator insight, May 5, 2013 10:50 AM

Very well written article and summary of a basic customer service model.