Tag: customer study

Canadians Quietly, Politely Abandon Businesses They Don’t Like

It used to be that people established tight, ongoing relationships with more than just other people – in fact, these kinds of unique relationships often extended to companies and their products. Take, for example, my parents, who’ve only…

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Customers Ditch Companies After Just One Bad Experience, Study Shows

What happens to those businesses that put less thought into customer service experience and engagement? Unsurprisingly, a new study shows the results are anything but pretty. The study, which was carried out by international consulting group Fifth Quadrant…

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Retailers Believe Digital Experience Key to Reaching Consumers

A dominant majority of retailer executives now believe that digital technology needs to play a central role in the way they interact with their customers, a new study shows. The study, which was carried out by Wipro Limited…

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Text Messaging Helps Companies with Low Customer Satisfaction; Survey Shows

A new customer service survey shows that many consumers are growing tired of traditional customer service support models. It suggests the answer may be digital service channels, such as text messaging support. The survey, which was carried out…

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Responsive Online Presence is Key to Happy Customers

A new blog from Help Scout – a company that makes a web-based help desk focused on helping firms create better customer experiences – sheds light on some important facts, quotes, and statistics about the changing customer service…

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Consumers Demand Efficient, Personalized Service Experience: Survey

A new survey reveals just how demanding consumers are when it comes to customer service. Specifically, the survey, which was carried out by New York-based analytics firm Verint Systems, showed that a majority of respondents aged 18-34 said…

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2-Way Text Messaging for Customer Service: Not Enough Successful Implementations

New research from McKinsey & Company, a global consulting firm, reveals the difficulty customer care centers face when implementing digital “e-care” solutions, from 2-way text messaging, email and social media support. The report is based on interviews with…

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Comcast, Bank of America Make Customer Service Hall of Shame

A new report shows that many of America’s biggest corporations are doing a poor job when it comes to customer service. It suggests that new approaches to dealing with customers, such as introducing social media or text messaging…

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Emerging Digital Features Could Prevent Customer Service Disasters, Reports Suggest

A new study by Consumer Reports reveals that many consumers are unhappy with today’s customer service experience. Overall, the report suggests companies need to look to new technologies in order to improve their relationships with existing and prospective…

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New Media Presents Unique Challenge to Customer Service Industry

There’s nothing more frustrating than being placed on hold while waiting to speak with a customer care representative. That’s why many contact centers are moving towards alternative ways, from Facebook to email and text messaging, to keep in…

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