Proactively engaging your customers yields many benefits. For example, research conducted by CFI Group finds that customers who post their contact center experiences on social...
Read More >>>Tag Archives: Customer service statistics
What Do Customers Want You to Know?
It is axiomatic that in order to best serve your customers, you have to “know” them. In other words, you need to understand your customers’...
Read More >>>Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
Read More >>>We’re Getting Better at Providing Great Customer Experiences
According to Forrester’s Customer Experience Index, in 2014, 11% of brands were rated at “excellent”...
Read More >>>Be Careful When Interpreting Benchmarks
Consumer vs. Corporate Perception – A Clear Disconnect
Clearly, there’s still work to be done in how organizations assess their ability to meet customer expectations. Consumer Perception (2014 Consumer): Do you feel that...
Read More >>>The Edge of Service® Newsletter, Issue 11: A Multichannel World
The Edge of Service® Newsletter, Issue 11: A Multichannel World If you were to walk...
Read More >>>How Many Customer Service Interactions Go Wrong?
According to a Nuance commissioned survey of 1,000 American consumers, a quarter (26 percent) of customer service interactions are a negative experience. Among Generation X...
Read More >>>FinancesOnline’s List of “Top Countries with the Best Customer Service”
FinancesOnline recently released an infographic that provides a list of “top countries with the best...
Read More >>>Emotion as a Key Driver in Customer Loyalty
Earlier this year, Forrester released its “2014 Customer Experience Index,” which ranked 150-or-so brands across 14 industries. Here’s a sampling of top brands by sector:...
Read More >>>Great Service Makes Us Feel Better
Trendwatching.com just released the report, The Future of Customer Service, which begins with the following excerpt from an American Express 2013 study: “When 1,620 consumers...
Read More >>>Know What's Important to Customers
A recent study by Execs in the Know and Digital Roots asked customers, Which characteristic of an interaction with a brand’s customer service department is...
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