ShepHyken
JANUARY 3, 2023
Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer’s complaint into a positive and memorable experience.
CSM Magazine
FEBRUARY 14, 2020
Martin Ellingham, product director, Aptean Respond , looks at what makes a successful customer strategy in 2020, and defines the five most important building blocks necessary to deliver on it. To ignore this is to miss an opportunity to learn and refine strategy going forward. Set expectations.
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Connecting the Dots
NOVEMBER 18, 2024
Problem experience is up and complaint rates are still low 46% of consumers reported a problem, compared to half that level in the 2020 National Rage Study food subsample sponsored by KraftHeinz. Create a positive complaint resolution experience where 40% are delighted resulting in winning at least one new customer.
Connecting the Dots
NOVEMBER 18, 2024
Problem experience is up and complaint rates are still low 46% of consumers reported a problem, compared to half that level in the 2020 National Rage Study food subsample sponsored by KraftHeinz. Create a positive complaint resolution experience where 40% are delighted resulting in winning at least one new customer.
CX Journey
NOVEMBER 14, 2018
After complaint resolution or technical support, take the initiative and call back to ensure everything is OK. According to a Walker study , 86% of consumers will pay more for a memorable interaction, and by 2020, experience will outweigh price and product as the key brand differentiator.
Dialer 360
FEBRUARY 11, 2019
Whereas, the medium may affect everything from customer satisfaction to average complaint resolution time. It will be growing the necessary channel for calling by 2020 future. Every communication technology brings its challenges and advantages. Famous quoted “the medium is thesage.”.
Connecting the Dots
JULY 27, 2020
A little more than forty years ago, the marketplace was very different from todays, with little to no attention paid to customer care and complaint resolution. What follows is Vicki’s interview of John Goodman about his storied career in customer experience, customer care research, and the 2020 National Customer Rage Study.
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