I wrote a post a while ago about the problems your email subscribers are going through. I see the problem has now spread to many digital touch points you have with customers.
Many of these touchpoints offer confusing, unclear, or incorrect information that is damaging your customer relationships. So let’s examine the patients, determine a [...]
Filed under: Customer Experience, Customer Retention, Customer Satisfaction | Tagged: Customer Touchpoints | 5 Comments »
It turns out that 44% of customers who stopped doing business with a teleco company believed the company didn’t even know. (Study by RightNow & StollzNow). Turns out most of the defection is due to poor customer service, with the following list of industries as the worst offenders (no real surprises here):
telecommunications
ISPs
finance
travel & hospitality
online retail
insurance [...]
Filed under: Customer Analysis, Customer Retention, Customer Satisfaction | Leave a Comment »
According to the 2007 Retailer Customer Satisfaction Survey what customers look for in a retailer comes down to three things – value, service, and shopping experience. The study breaks these down into cost, employee helpfulness, quality of the merchandise sold, return policies, cleanliness and ease of finding merchandise (“the six qualities”).
The survey indicates that [...]
Filed under: Customer Satisfaction, Employees, Net Promoter Score, Retail | 1 Comment »
