Lose a Customer, Keep a Customer - Real Life Experiences with Good and Bad Customer Service

The difference between losing a customer forever and gaining their loyalty can be as simple as the service they receive. Within just a few days, I experienced both terrible and stellar customer service. Here are three examples of extreme customer service.

How to Lose a Customer

Reports about poor airline service aren't rare. I'm generally of the mind that a flight that gets you from point A to point B safely is a good flight. However, a couple of recent experiences with United and Frontier made me...

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Solution Providers Take a Closer Look at the Key Factors Governing the Adoption of Cloud Contact Center Technology

For most organizations, the key questions about moving their contact centers to the cloud are “When can we do it?” and “How can it best be accomplished?” as opposed to “Is it the right step?” But even in a business environment where companies are striving to meet rising customer expectations for responsive service on any channel they choose and looking to increase flexibility and agility, practical questions on logistics, costs and capabilities must be addressed before organizations make a...

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Web Self-Service Infographic

 

Web Self - Service

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5 Steps to Starting Social Customer Service

Portions of this article were originally posted on the @SoCoCare blog by Sarah Rolfing. View the original blog here.

Your customers are increasingly turning to their favorite social channels to give praise, offer feedback, ask questions and post criticism about your brand or service.  With that, comes new risk. (Who can forget stories like the PR nightmare United Airlines experienced after Dave Carroll turned to Youtube to post his “United Breaks Guitars” songs?)

But with the right strategies and...

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Customer Service and Holiday Hassle

What would consumers rather do than deal with customer service around the holidays?   The infographic below outlines consumers' feelings and preferences on customer service, particularly around the holidays.

 

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SpeechTEK/CRM Evolution/Customer Service Experience Review- Part IV

In this final wrap-up of the New York events, we look at important product upgrades, find out how the latest co-browsing technology is impacting contact center efficiency and customer satisfaction, explore evolving customer preferences in mobile customer service and virtual assistants and delve into the latest progress in knowledge base solutions.

Infor announced its next-generation Infor Epiphany Digital Multi-channel Marketing Solutions 10.0.3.  The business application software supplier is...

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SpeechTEK/CRM Evolution/Customer Service Experience Review - Part III

Are businesses doing all they can to ensure that their technology investment is well spent? How can virtual agents become important contributors to voice-of-the customer feedback? Is visual IVR the future of customer engagement? What speech, language and voice technology solutions are making a difference in the marketplace? Find out answers to these questions as we continue to review companies who were making news at the New York event.

Empirix At a time where companies are making major...

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SpeechTEK/CRMEvolution/Customer Service Experience Review - Part II

While some companies made major product announcements during the event, some made announcements prior to the conference, while others are waiting until Fall before rolling out new platforms, fine-tuning their brands and making internal changes.

Several conference sponsors discussed their plans and reported on their progress:

Five9 is coming off a record second quarter in 2013, having raised $34.5 in private funding and increasing revenue to new levels. The high-profile cloud contact center...

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Helping Companies Meet the Challenge of Providing New Ways to Connect with Customers

SpeechTEK/CRMEvolution/Customer Service Experience Review #1

In an effort to better communicate with attendees of their multifaceted event held August 19-21, 2013 in New York, InfoToday took a new direction to summarize the diverse products and services being showcased on the exhibit floor. While SpeechTEK, CRM Evolution and Customer Service Experience retained their identities as separate educational programs, the organizers rebranded the exhibit hall under the umbrella title “Customer...

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Eliminate Channel Thrashers and Lower Customer Effort

Customer Effort Score  is the new hot metric for customer service. CES has been widely discussed since the Harvard Business Review article, Stop Trying to Delight Your Customers (July, 2010), where Customer Effort Score was touted as being a better predictor of customer loyalty than Net Promoter Score or Customer Satisfaction. While CES is an important metric and arguably the best metric to focus your service operation, there is no such thing as a “magic metric”. Getting results from...

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Six Steps to Speech Analytics Success

As organizations with contact centers face increasing competition and impacts of market forces, they need to find new and better ways to improve their customers’ experience and satisfaction that strengthens loyalty and promotes their continued success in the marketplace.

Applying speech analytics increases multifold the ability to quickly uncover customer insights and identify at-risk customer issues and complaints, prevent costly high-impact incidents, such as defective or infectious product...

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What Happens When the Vendor Is Gone?

Is your vendor capable of delivering uptime and support after the high intensity deployment and then over the long haul? That’s a big question for those responsible for selecting a vendor for a hosted contact center or IVR solution. You’ve read the vendor’s literature, evaluated several solutions, met with the various sales and technical teams from each vendor and made your selection. Everything seems to be in place. Even the deployment went smoothly!

But, what happens after the initial...

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Evolution of marketing data - infograpic

Interesting timeline on evolution of marketing data.

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What's New at Call Center Week 2013

 

Acknowledged as one of the industry’s influential events, Call Center Week took place in Las Vegas June 10-14. Approximately 1,500 contact center professionals (including expert personnel over 125 exhibitors) convened at Caesars Palace to exchange ideas, explore emerging technologies, hear from leading authorities in the field, and discuss what’s working in contact centers across a broad range of industries.  Multi-channel solutions, analytics, voice of the customer measurement, mobile...

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Steps to Reduce Support Costs and Increase Efficiency

 Friendly, helpful, and patient by nature, customer support agents spend more time talking to your customers than anyone else in your company. They truly understand the pain points of your business, and they’re the ones putting in long hours to resolve them for your customers. It’s important, then, to ensure they have the tools and resources necessary to be truly effective.

This isn’t just a good idea from a warm and fuzzy perspective. Agent salaries are the most expensive part of a support...

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