Remove 2012 Remove Consumers Remove Customer Service
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Build a Customer Service Survey That Will Engage Your Customers

GetFeedback

While people feel compelled to be involved in the decision-making process of a company, and love to feel like their opinion makes a difference, the fact still stands: people don’t always want to complete customer service surveys. Know your customers . 90% of consumers find personalization appealing.

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Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations

Joe Rawlinson

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

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Is Your Customer Service Department a “Factory of Sadness”?

Customer Bliss

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. This especially holds true when it comes to customer service. Investments in self-service technologies have helped companies siphon off low-complexity issues (e.g., Guest post by Matt Dixon.

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Using consumer insight for rebranding: Q&A with Price Chopper’s Sam Trimboli

Alida

To accomplish a goal of elevating customer experience , the company engages with 5,000 customers through Food For Thought, a Vision Critical insight community first launched in 2012. Since then (2005), I’ve held different positions in customer service and marketing, both in-store and at head office.

Consumers 150
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Business Owners: Balance Great Sales and Exemplary Customer Service

Joe Rawlinson

Sometimes, business owners feel as though they must prioritize either sales or customer service to the detriment of the other. This doesn’t have to be the case — SalesForce reports that 55 percent of customers would pay more for a product or service if they had a positive customer service experience.

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Why online communities are growing—and how you can get more from them

Alida

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure. Communities reduce business costs and drive sales.

2015 0
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Can Facebook emotionally manipulate customer service?

Service Untitled

The emotional manipulation factor has been all abuzz this past week after the published results of a January 2012 subliminal study by Facebook was revealed in the Proceedings of the National Academy of Sciences. We do research to improve our services and to make the content people see on Facebook relevant and engaging as possible.